what is the exchanges and returns policy Klueles.com

Exchanges, Returns and Refunds at Klueles

EXCHANGE / REFUND ELIGIBILITY:

Products in stock:

If you are unhappy with a product you purchased, you have the right to request a refund or an exchange within 14 working days of receiving the product (the moment you sign the acknowledgement of receipt). Please, send an email to customerservice@klueles.com stating your reasons for returning the product and we will get back to you within 48hs. Prior to issuing a refund or arranging for an exchange, the product must be returned to us (we cover the return shipping cost).

We do not accept returns/exchanges or issue any refunds on items that are not in the same condition as when the product was initially sent to the client. Items must be returned unworn, unused and in their original condition, with their original packaging and tags still attached (if applicable). Make sure that the item, within its original packaging, is packed securely with bubble wrap in a separate box that is secured with tape, to make sure that both the item and the packaging arrives to us safely with no damage. Please note that you will not be eligible for a refund if the product is damaged in places that were not mentioned in the description or if the product that is returned is not the one originally sent.

We do not accept returns/exchanges or issue any refunds on sale items.

We do not accept returns/exchanges or issue any refunds on products that have been customized or personalized to your specifications.

Personal shopping service:

If you requested a product that is not available (not in stock when you placed your order) and our personal shopper is not able to find the product for you within 2 months, your deposit will be 100% refunded.
If you requested a product that is not available (not in stock when you placed your order) and one of our personal shoppers has sourced it for you, and the product is new from the store and matches the specifications you made on your request, we do not accept returns/exchanges or issue any refunds. We invest time and resources to make sure you receive the product you desire and cannot cancel or refund an order that was personally sourced for you as per your exact specifications.
If you requested a product that is not available (not in stock when you placed your order) and our personal shopper has sourced it for you, and the product is new from the store but does not match all the specifications you made on your request, we will send you pictures and videos of the product. If, after receiving the pictures and videos, you confirm the purchase and make the full payment, we do not accept returns/exchanges or issue any refunds. If, after receiving the pictures and videos, you do not confirm the purchase, we will issue a credit note for the amount of the deposit.
If you requested a product that is not available (not in stock when you placed your order) and our personal shopper has sourced it for you, and the product is pre-loved and matches the specifications you made on your request, we will send you pictures and videos of the product once we receive it. If, after receiving the pictures and videos, you confirm the purchase and make the full payment, we do not accept returns/exchanges or issue any refunds. If, after receiving the pictures and videos, you do not confirm the purchase, we will issue a credit note for the amount of the deposit.

REFUND EXCEPTIONS:

We do not issue refunds on deposits which are made as a down payment for a product that is in stock. If you have made a down payment then you must complete the purchase and the product will be sent out to you.

We do not issue refunds on products that are independently authenticated by our customers. If you have doubts about the authenticity of your product, then to be eligible for a refund, you must return the product to us and have us re-authenticate it. Third party authenticators are available at your request as long as you are happy to cover the service cost.

CANCELATION OF AN ORDER:

If you have purchased an item we have in stock in our website and you have changed your mind, please contact Customer Service within 48hrs of placing an order, so we can proceed with its cancelation.

SPECIAL REQUESTS:

If you have special requests when making an order, please make sure to specify them in the comments section of the order.

REFUND TIMING:

If you are eligible for a refund, please bear in mind that it usually takes between 10 days and three weeks for us to process the refund. The refund timing will depend on the time it takes for us to receive your order and the time it takes for the seller to refund the money back to our account. Refunds to international accounts may take longer (around 5 extra days).