Shipping and returns
Here you can find all the information for shipments and returns of our products.
Kloters, by its nature, respects the environment and believes that apart from a few product categories, there is no urgency to receive a product within 24/h, negatively impacting the environment and people's safety. For this reason we have decided to ship only ONE time a week , every Wednesday. (If you have emergencies or special occasions, you can indicate them in the notes).
Shipping to Italy
Delivery in 2-3 working days starting every Wednesday
Euro 0.00 if you purchase for orders over Euro 70.00 (Included)
7.00 Euros for orders under 70.00 Euros
7.50 Euros for orders under 70.00 Euros with giftbox
Kloters is not responsible for delays caused by adverse weather conditions, strikes or any other external circumstances.
RETURNS AND EXCHANGES POLICY
Kloters.com guarantees the return of one or more items and a refund equal to the price of the returned items or a purchase voucher. The return must necessarily take place at the expense and under the responsibility of the Customer within 14 days of delivery and only on condition that the returned items are intact and never used. If you have worn a Boxer a whole day, you will not be required to return it, it will still be replaced or refunded.
The return is free of charge FOR ALL 100% STAR BENE CLUB AND NEWSLETTER MEMBERS or only when a faulty product has been sent.
Clients can choose from three compensation options:
1) Size change
Items can only be exchanged when a different size or color of the same item code is available. Exchanges for a different part number are not currently available.
2) Shopping voucher
To send one or more returns to Kloters.com, the Customer must comply with the following conditions:
- The items to be returned must never have been worn, ironed, washed or treated in any way. (Excluding the garment included in the 100% feel good guarantee).
- The items must necessarily be returned in the same conditions in which they were delivered to the Customer, packaged and packaged appropriately.
- All item tags, if any, must be intact and under no circumstances removed from the item.
- The return must be delivered to the Courier no later than 14 days from the date of delivery
In the event of non-compliance with one of the above conditions, Kloters.com reserves the right not to accept the returned goods and to send them back to the Customer at the latter's expense.
THE RETURN PROCEDURE
The Customer must send an email to: firstname.lastname@example.org or email@example.com and request the return authorization number
Within 24 hours, the Customer will receive instructions from a customer care operator for Return Management.
The customer must apply or transcribe the contents of the return document received by mail.
The return shipment is at the risk and peril of the Customer: Kloters.com is not responsible for any loss or damage due to inadequate packaging or delay in delivery. Items must be returned in the same packaging in which they were received. All returned items will be checked to ensure compliance with the conditions listed above.
The Customer - Sender is responsible for any damage deriving from a packaging defect, even if not detected at the time of acceptance.
For orders paid by credit card, the refunded amount will be available to customers in about 30 days and within the next bank statement. Processing time may vary depending on your credit card company.
Orders paid by Paypal or bank transfer will be refunded to the original account.
SHIPPING METHODS AND COSTS
Kloters has chosen to ship once a week, every Wednesday to reduce CO2 and risk of accidents
Shipments in Rest of the world
KLOTERS.COM delivers all over the world. All orders are delivered by DHL from every Wednesday. All orders require a signature upon delivery. Once the items have been shipped it is no longer possible to change the destination address.
The Shipping is done only with the EXPRESS service and therefore provides a single charge depending on the destination country.
KLOTERS.COM shall not be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond the control of KLOTERS.COM.
- US importer requirements
Private USA citizens and non-USA citizens residing in the USA that import from abroad following online purchases are considered final importers: they must have and release to the courier/broker a SSN - Social Security Number or, if they're non-USA citizens , to CBP - Customs Border Protection Number. The process to request and obtain a CBP takes around 10 working days.
If the package cannot be cleared and delivered due to Customer's responsibility in non-compliance of import requirements (wrong telephone number and address, SSN or CBP numbers not provided) the package will be sent back to Italy at the Customer's expense, that includes shipping and import fees: this expense will be deducted from the final reimbursement.
Please visit the following website for more information: http://www.cbp.gov/
- Shipping to China
In January 2011 regulations for importing goods into China changed slightly and this may affect you if you place an order for delivery into China. All importers and exporters in China are now required to register with Customs authorities for a Customs Registration number (CR Number). In order to clear you goods, you may be contacted by the shipper (DHL) and asked to provide this number - if you do not have one, the shipper will assist you in identifying a qualified import/export agent to help you import your order .
- Shipping to Brazil
Purchases shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF) in order to clear customs.To speed up the process and avoid any possible delays, please have this information available when our shipping partner, DHL contacts you.
TAXES AND CUSTOMS DUTIES
Any sales taxes and customs duties to be charged are automatically calculated depending on the country from which the Customer is accessing the site, or on a different destination country which can be selected.
On the basis of the selected destination, the displayed price of the item will be inclusive of VAT for all EU countries, while it will be inclusive of customs duties and sales taxes applied in the destination countries for all countries with DDP (Delivery Duty Paid) delivery.
In many countries, shipments are carried out as DDP, so sales taxes and customs duties are already included in the product price. If the selected destination is a DDU (Delivery Duty Unpaid) country, the indicated product price does not include taxes and customs duties which will be borne by the Customer.
DDP (Delivery Duty Paid) - Inside European Community
Shipments in the European Economic Community calculate import duties, custom fees and local sales taxes within the price published on the web site.
There are no additional fees to pay upon delivery.
(EU countries includes: Andorra, Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Great Britain (UK), Greece, Greenland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg , Malta, Netherlands, Poland, Portugal, Slovak Republic, Slovenia, Spain and Sweden.)
DDU (Delivery Duty Unpaid) - Outside European Community
Orders shipped outside the European Economic Community are exempt from Italian Valued Added Tax, but are subject to import duties, local taxes and customs fees.
Payment of these DDU fees is the sole responsibility of the Client.
We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.
Orders are shipped from KLOTERS.COM, Every Wednesday from 9:00 am– 5:30 pm (CET)
- Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you
- Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum
Once the order is processed and fulfilled, shipping times are as follows:
USA and Canada: 2-5 days, according to the final destination
Europe: 1-4 days, according to the final destination
South America: 3-6 days
Asia and the Middle East: 2-6 days
Australia and Oceania: 2-6 days for major cities / 6-8 days for remote areas
Africa: 3-8 days
Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse.
We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers
In all cases, KLOTERS.COM reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond control.
When the order is shipped, Clients receive an E-mail from KLOTERS.COM specifying the tracking number and a direct link to monitor the shipment status.
In the event of delays in Customs, Clients will be notified directly by the courier and/or KLOTERS.COM.
At the time of receiving the package, we kindly ask Customers to carefully check it before signing for delivery. The goods become property of the customer at the moment of the signature.
Is appended the following may occur.
At the time of delivery, the package appears obviously tampered/damaged: we advise Customers to sign subject to checking/verification or to refuse delivery. Customer refuses delivery of shipment or asks for it to be returned to sender: any redelivery cost that may be charged to KLOTERS.COM will be subtracted from any refund due to the Customer.
Impossible to deliver the shipment to the address provided by the Customer in the commercial contract: the package may be returned to the sender. All redelivery/return expenses will be borne by the Customer and will be subtracted from any refund due to the Customer.
KLOTERS.COM insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by KLOTERS.COM and transfer of responsibility in the same way.