Do I have to register to buy a product?

You do not have to register. You can complete the purchase as a guest, although we recommend registering to have access to complete shopping history and status of any orders.

What do I need to do for ordering online?

Choose a product on the catalogue

Add it to the cart

Select the show cart option, or access this by clicking the icon on the top right corner

Check selected products and quantities

Add voucher details if available for a discount

When all details are correct, click on finalise purchase

At this time, you can proceed as a guest, create an account, or login to your account using your email and password

Fill in your personal details, contacts and address

Select mode of payment

Click ‘confirm purchase’. To do this you need to accept our terms and conditions

After payment, the purchase will be processed and you will receive a confirmation email

I am not able to finish my purchase. What can I do?

Please ensure that you have carried out all steps detailed above and you have filled in all mandatory fields correctly. If you continue to experience any issues, please contact us on hello@cluoh.com

How can I apply a promotional code?

To use any promotional codes, you should access the shopping cart (select the show cart option, or access this by clicking the icon on the top right corner), introduce the code in the ‘promotional code’ field that can be found after the summary of the purchase and select ‘apply code’. You should immediately see the discount applied to the purchase.

How can I confirm whether my purchase was finalized?

The purchase will only be finalized upon payment. Once payment is done, you will receive a confirmation email.

I have paid, but did not receive a confirmation email. What could have happened?

After payment, you should always receive a confirmation email. If this hasn’t happened, please check your spam folder. If no email is received, please contact us immediately on hello@cluoh.com

Where do you export to?

Currently we deliver to Germany, Austria, Belgium, Denmark, Slovakia, Slovenia, Spain, USA, Estonia, Finland, France, Greece, Hungary, Ireland, Iceland, Italy, Latvia, Lithuania, Luxembourg, Norway, Netherlands, Poland, Portugal, UK, Czech Republic, Sweden and Switzerland.

How much are the delivery charges?

Portugal and Spain: 3,5€ (free shipping over 50€)

Europe (except Portugal and Spain): 15 €

Outside Europe: 20 €

 

These do not include any customs agreements that might be imposed in goods on the country to where the product is being sent to. Because of this, we advise you to calculate the taxes and other customs fees before acquiring our products.

How long will it take for you to deliver?

We will do our best to process the delivery to make sure it gets to you as soon as possible. We will aim to ship:

 

Mainland Portugal and mainland Spain: 2-3 working days

Azores and Madeira: 2-3 working days

Spanish Islands: 2-3 working days

Europe (except Portugal and Spain): 3-5 working days

Outside Europe: 3-8 working days

 

Personalized orders can take up to 1o working days to Portugal and Spain and 15 working days to the other destinations.

Can I track my delivery?

You can see the current status of any deliveries through the client area in our website, or here.

Immediately after purchase you will get a confirmation email and you will get a second one upon shipment with a tracking number. In case of any doubt or concern, please contact us on hello@cluoh.com.

Can I cancel my purchase?

Yes, you can. If your shipment has not yet been processed, you can cancel you order and we will repay you to the same account as provided when purchasing. In this case, please contact us on hello@cluoh.com to cancel the purchase.

I received a damaged item, or not the same as I ordered. What can I do?

Please contact us immediately on hello@cluoh.com and we will provide the necessary support to rectify the mistake.

My delivery got missed in the post. What can I do?

Please contact us immediately on hello@cluoh.com. We will do our best to help you solve this problem.

If a delivery is returned to us due to incorrect delivery details on our shipment forms, the client will be responsible for paying any re-shipment charges.

I made a mistake when I submitted the delivery details. Can I correct this?

If you realise you have made an error when filling in the shipment forms, please send us an email immediately to hello@cluoh.com so that we can rectify the information before shipment.

If a delivery is returned to us due to incorrect delivery details on our shipment forms, the client will be responsible for paying any re-shipment charges.

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