Deliveries and Returns — Shipping, Delivery Times and Conditions

All orders are carefully packed, protected, and shipped in reinforced cardboard tubes/packaging suitable for postal delivery, in order to protect the order properly during transport. The cardboard tubes are identified with the Kloelle^® brand.

Shipping and Delivery – Monday to Friday

Once payment has been received, we begin the production/preparation of the ordered product. For this reason, before completing your order, please make sure that all your personal details and the selected products are correct (size, colour, etc.). If you have any questions, please contact us by email at or through our contact form.
The order is shipped by the selected carrier. As soon as the order has been dispatched, we will send you the corresponding "Tracking Number" by email so that you can follow the progress of your order.
If no one is available at the address provided, the carrier may leave a notice to arrange a new delivery or collection at the nearest post office or collection point.
If the order is returned to Kloelle^® because it was not collected within the required timeframe or due to an incomplete or incorrect address, we may resend the order, and the corresponding shipping costs will in that case be borne by the Customer.
Kloelle^® shall not be liable for any delays or inability to process the order, particularly at the delivery stage, when these result from errors, omissions, or insufficient information provided by the Customer.

Returns
We are committed to providing our Customers with high-quality products, made using carefully selected materials. We want your shopping experience to be positive, clear and reassuring.
All products available at https://kloelle.eu are produced only after payment confirmation and made to measure for each Customer (size, colour, etc.). For this reason, the right of withdrawal does not apply to goods made according to the consumer’s specifications or clearly personalised, in accordance with Decree-Law No. 24/2014 (art. 17). However, you may request the cancellation of your order only if production has not yet started.

You may return a product in the following situations:
If, upon receiving your order, the outer packaging (tube/cardboard packaging) shows damage caused during transport and you suspect damage to the contents, we recommend that you record the issue and contact us within 48 hours to inform us of the situation. After confirmation of the incident, we will send you a new identical product at no additional cost.

If you receive a product different from the one ordered, you may return it to us at no additional cost. Before returning the order, please contact us to inform us of the situation.
The issue must be reported to Kloelle^® within a maximum period of 14 days from the date you received your order, so that we can review and resolve it as quickly as possible. After confirmation of the issue, we will send a new product. In some cases, it may be necessary to return the item before the replacement is sent.
The packaging and the product must be in perfect condition, with all original contents included, without prejudice to the consumer’s legal rights.

Force Majeure
We make every effort to ensure that your order is produced and delivered within the estimated timeframes. However, in exceptional circumstances beyond our control, delays may occur, including due to public holidays, strikes, customs procedures or constraints attributable to the carrier. In the event of loss or damage to the shipped products, and after confirmation of the incident, a new order will be sent at no additional cost to the Customer.