You have 14 days to return an article that you would like to exchange.
It needs to be new, never worn and in its original packaging
Exchange & Return procedure
To process a return, please follow the following steps:
1. Send an e-mail to: [email protected] with your order number in the subject.
2. Our lovely Customer Care Team will send you an e-mail with instructions to follow.
3. Once your return is received and inspected by our logistic center, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange (this only happens if the article is received after 14 days and/or the product is damaged).
If your return is approved, then your exchange will be processed.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
The first exchange or return is at the expense of Klow. If other returns occur, we will charge you the shipping cost.
We believe that we offer enough information and help to satisfy our customers.
We have created a sustainable company and part of our values is to reduce useless transportation. We would like to empower our customer to avoid increasing the carbon footprint of each order. This can be reduced by making a responsible purchase and conscious decision.
If your items still do not satisfy you after your first exchange and you want to make a second exchange: the second return fees will be on your charge (15€) and we will only offer a voucher or exchange at our discretion.
If you have any doubts about the products, a size or just if you just want to chat with us, our team will be glad to answer any question. Drop-us an e-mail at: [email protected]
Returns & Refund
We actively try to reduce our carbon footprint by giving detailed product and size information online and hopefully reduce product returns as a result.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in the original packaging.
The shipping cost is not refundable. If you receive a refund, the delivery cost will be deducted from your refund.
If you would like to return your product, follow the "return & exchange procedure"
Products exempt from return:
Several types of goods are exempt from being returned. Perishable goods such as newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Swimwear & Underwear
- Socks & Beauty Products
- Bags, Backpacks, Purses & Wallets
- Products on pre-order
Free Returns & Product on sale:
At Klow, we offer free returns on all collection and products, excluding sales items or products purchased with a discount equal or superior to 20%.
However, the "sales” products and product purchases with a discount equal or superior to 20%", can be returned and get refunded if the product is eligible. In that case, the return fees will be on your charge. 10€ for Europe | 5€ for France.
You will be able to ask for an exchange, a refund or a voucher, however, please note that these products are subject to special refund condition.
The sales items and products purchased with 20% promotion or more (voucher) are:
- eligible to free returns, only in the case of an exchange
- are not eligible to free returns, in the case of a refund
In the case, you would like to refund a sale items/product with 20% promotion or above, the return fees will be on your charge. 10€ for Europe | 5€ for France.
Free Delivery & Refund / Exchange
Free Delivery Promotion & Exchange:
You have benefited from the "free delivery" due to a promotion/voucher and you would like to get an exchange before the 14 days?
If you have benefited from the free delivery and ask for an exchange/voucher, the "Free Delivery" promotion will remain and you'll benefit from a free return.
Special Free Delivery Promotion & Refund:
You have benefited from the "free delivery" due to a promotion/voucher and you would like to return the product and get a refund before the 14 days?
You can return us the product if it is eligible for a return. However, in the case of a refund, the "free delivery" promotion cannot be combined with the "free returns" offer. We will deduct the amount of the return fees from your refund.
Return Fees will be: 5€ in France & 10€ in Europe.
Orders over 150€ and Free Delivery - Free Returns policy:
At Klow, we offer free delivery over 150€. And free returns.
If you have benefited from the free delivery because your initial order exceeded or was equal to 150€, but is less than 150€ after the return, we'll need to charge the delivery fees. (10€ for Europe | 5€ for France)
If you would like to return and refund your entire order, that exceeds more than 150€, we will charge you the delivery fees and 10€ eco-fees for the return.
Example 1) You ordered 180€ of products, you would like to return for 80€ of products. Your initial order is now 100€, we'll charge the delivery fees you were supposed to pay initially for an order that is less than 150€. However, your return will remain free.
Example 2) You ordered 180€ products, you would like to return for 30€ of products. Now your initial order is 150€, you will still benefit from the free delivery. You will not be charged for any delivery fees and you'll benefit from the free return.
Example 3) You order 150€ of products, you return the entire order and ask for a refund. You will be charged for the initial delivery fees and be charged 10€ eco-fees for the returns and useless transportation.
We think sustainability starts by making conscious decisions and we believe that it starts by understanding the impact of each of our daily actions. Making an order to be delivered/returned for no reason, is not sustainable, not for the environment nor our company.
In case you ask for a voucher or an exchange, your initial order stays the same, you will not be charged for the delivery fees/return fees.
There are certain situations where only partial refunds are granted
Any item not in its original condition, damaged or missing parts for reasons not due to our mistake.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.
Late or missing refunds (if applicable)
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
If you have done all of this and you still have not received your refund yet, please contact us at [email protected]