FAQ's

SHIPPING

HOW DO I TRACK MY ORDER?

We know you're excited to receive your Kloff order as much as we are so we'll make this easy for you. Once your order has been sent, you will receive a shipping confirmation email with your tracking details to the email provided when you checked out. 

Just click the link or input the number on the respective couriers website to track the progress and location of your Kloff order. 

If you didn't receive your shipping confirmation don't worry. Just contact us at info@kloff.com and we'll be happy to assist.

CAN I CHANGE MY DELIVERY ADDRESS?

We've all been there. In the rush of checking out sometimes adding the wrong address details can happen. We may be able to change your delivery address if your order has not been shipped yet. Please contact us at info@kloff.com and include the following:

  • Full name
  • Full address you inputted incorrectly
  • Full address you'd like to change to
  • Order number

If your order has already been shipped. We recommend you contacting your courier ASAP and they may be able to change this for you.

If the courier is unable to change the shipping address for you, the parcel will continue to make its way to the incorrect address you inputted. Unfortunately Kloff is not liable for the loss of your parcel. However, if the parcel is refused by the recipient at the address or the address does not exist, the parcel will be returned to us. In this instance we will contact you to arrange re-delivery of your order.  

NOBODY WAS HOME TO RECEIVE MY DELIVERY

Nobody was home? No problem. The courier may leave your order in a safe place and this will be advised on a delivery note posted through your door by the courier. They may also take a picture of where they left it and attach it to your tracking link.

If no safe place can be found, they may look to leave it with a neighbour so if your tracking is marked as delivered but you have not received it, we'd recommend asking your neighbours if they have received it. 

In the rare case you did not receive any communication, we advise contacting the courier at your earliest convenience. 

CUSTOMS & DUTIES

UK - No Custom Fee's.

We ship all of our orders from the UK. If you live outside of the UK, you may be liable for additional custom and tax fee's levied by your local customs and tax office when your parcel enters the country.

If you refuse to pay the customs fee and the parcel is returned back to Kloff, we will contact you regarding a refund or reshipment of your parcel. Please note that if there is a charge to ship the order back, we will remove this from the value of your refund if you choose to have your order refunded.

In some Instances customs may dispose your package instead of returning it back to Kloff if you refuse to pay. In this circumstance Kloff is not liable to refund or reship the order back to you.

Please contact your local customs office for more information if you want to know how much customs you may be charged before ordering from Kloff.

RETURNS & EXCHANGES

WHAT IS YOUR RETURN POLICY?

We've made our refund policy seamless and easy for you. We are happy to say we offer  exchanges at Kloff as we appreciate sometimes the item you receive may not quite be the correct size. If the product or size you would like to exchange to is not available due to low stock, our team will contact you to organise a different size, colour or style. Alternatively we'd be happy to offer a gift card so you can purchase the style you'd like at a later date.

To receive your refund, you must meet the following criteria:

  • Your return is sent back to us within 30 days of the date of dispatch. If your order takes slightly longer to come back but was sent within 30 days and we can see the delivery tracking, we will still honour your refund.
  • Items must be returned to us in the condition your received them with all tags and labels attached, no damage or stains on the product.
  • If you are exchanging, you only need to send back the item you wish you to exchange.
  • To return your order please contact us info@kloff.com and we will send you a return form to complete. Please include your full name, order number and address associated with your order.

We reserve the right to refuse a refund or exchange for your item if the condition of the item returned back to us does not meet the above criteria. In this scenario we shall arrange to reship the products back to you.

If you have any further questions, please drop us an email and we will be happy to help.

ARE RETURNS FREE?

We currently offer free returns for UK orders.

If your order is from outside of the UK, you will need to cover the cost of your own return. As a growing brand we hope to cover the cost of returns in the future when more littles ones are wearing Kloff as soon as possible.

MY RETURN HAS BEEN DELIVERED TO YOU, HOW LONG WILL MY REFUND TAKE?

We will aim to process your return as soon as it arrives back to our warehouse. We recommend you send your return back to us with a tracked service so we know it's been sent back.

Once we have processed your refund, please allow up to 5 working days for your money to be returned back to your method of purchase. If you would like a gift card, please let us know when you contact us and we will be happy to process this for you for an e-gift card to your email.

ORDERS

CAN I CHANGE OR CANCEL MY ORDER?

We understand sometimes you may change your mind after you placed your order, and would like to change one of your items for a different style or size. We would be more than happy to offer advice on this if you prefer with our styling experts, please drop us an email at info@kloff.com with your questions.

If you would like to change your order or cancel it, we will try our best to do this for you if your order has not been dispatched but is not guaranteed. Please contact us as soon as possible at info@kloff.com with the following information:

  • Your full name
  • Order number
  • Full address
  • Details of if you wish to cancel or change your order
  • If you wish to change something, please advise what items and size you would like to remove and which items and size you would like to add. If we do not have the item in stock, we will recommend a complimentary item instead.

RESTOCKS

WILL YOU BE RESTOCKING ANY ITEMS?

Due to high demand some items may run out of stock. We will of course be restocking items throughout the year and we would be happy to notify you when they come back in stock. Please drop us an email at info@kloff.com and we will send you an email when the product you would like is back in stock. 

PRODUCTS

I'VE RECEIVED A FAULTY ITEM

We have taken great care and time to create a product range that is sustainable, durable and ultimately high quality for our Kloff community. 

Sometimes, we appreciate there may be rare cases you receive an item that is faulty. In the unlikely scenario this is the case, please contact us as soon as possible at info@kloff.com with the below information:

  • Full name
  • Address
  • Order number
  • Images of any fault
  • A summary of the issue

Once we have received this information, our team will look to resolve this with yourself as we want every customer at Kloff to have the best experience. In some cases, we may request you to send the item back to us so we can inspect it further.