Returns / Exchanges / Refunds Policy

Returns, Exchanges and Refunds at Klueles

RETURN / 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 calendar 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 will arrange the return shipping with DHL, but we do not 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/credit notes on sale items.

We do not accept returns/exchanges or issue any refunds/credit notes 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 or in never used condition and matches the specifications you made on your request, we do not accept returns/exchanges or issue any refunds/credit notes. 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 or in never used condition 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/credit notes. 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/credit notes. 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/credit notes on deposits which are made as a down payment for a product that is in stock.

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 within 14 calendar days from the moment you receive the product 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. Should the re-authentication prove that the item was authentic, the item will be returned to you with the authenticity certificate. In the unlikely event that the product is found to be inauthentic during re-authentication, we will issue a credit note for the amount paid by the customer, which will have a validity of a year since its emission. If you contact us after the 14-calendar-day period with doubts of authenticity, we will evaluate each case in detail and will decide if you are eligible for a return and re-authentication (for this, you will have to provide convincing evidence, such as an authenticity certificate issued by a renowned third party authenticator).

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 an exchange or a refund, please bear in mind that:

  1. If you want to exchange the item for one in stock, we’ll deliver it as soon as we receive and check the returned item.
  2. If you want a product that is not in stock, we’ll source it for you in around 3-4 weeks as from the moment we receive and check the returned item.
  3. If you want a refund, the money will be deposited to the original payment method you used and can take 1-2 weeks to appear on your account as from the moment we receive and check the returned item. Please note that we do not take responsibility for any currency fluctuations or card/bank charges.