FAQ Order

DO I HAVE TO REGISTER TO BE ABLE TO BUY?

It is not necessary to register. You can place the order as a guest, however we always recommend that you register so that you can access your order history and status.

WHAT STEPS SHOULD I FOLLOW TO ORDER ONLINE?

· Choose a product from the product catalog

· Add to Cart

· Select the “view cart” option, or access it by clicking on the icon in the top right corner

· Check selected products and quantities

· Apply the coupon code if you have an active campaign or promotion

· If everything is as expected, click “complete purchase”

· You can proceed with the purchase, as a guest (“buy as a guest”), by creating an account (“new customer”) or, if you already have an account, by logging in with your email address and password

· Fill in the fields with personal data, contacts and shipping address

· Select payment method

· Click on “Place my order”. To be able to confirm, you will have to accept the Terms & Conditions in advance.

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

I AM UNABLE TO FINISH MY PURCHASE. WHAT CAN I DO?

Please check that you followed all the steps and filled in all the fields correctly. If you continue to have problems, contact us via email at hello@cluoh.com .

HOW CAN I APPLY A PROMOTIONAL CODE?

To be able to take advantage of the discount, you must go to the cart area (click on “view cart”, or on the icon in the top right corner), enter the code in “coupon”, which is found right after the order summary, and then click “save”.

HOW CAN I PROVE THAT I MADE MY PURCHASE CORRECTLY?

The order is only completed after payment. Once payment has been made, you will receive a confirmation email.

I MADE THE PAYMENT AND DID NOT RECEIVE ANY CONFIRMATION EMAIL. WHAT COULD HAVE OCCURRED?

After making the payment, you will always receive a confirmation email. If this does not happen, check your email's spam or junk folder. If it is not in your inbox or any of the previous options, please contact us immediately via email at hello@cluoh.com .

WHICH COUNTRIES DO YOU SHIP TO?

Germany, Austria, Belgium, Slovakia, Slovenia, Spain, Estonia, France, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, United Kingdom, Czech Republic and Switzerland.

If you would like us to ship to another country, please contact us.

WHAT IS THE VALUE OF SHIPPING COSTS?

Mainland Portugal: €4.5

Portugal Islands: €7

DPD collection point Mainland Portugal: €4

Spain: €5.80

Shipping is free on orders over €100 to Portugal.

Germany, France, Poland and Czech Republic: €18

Austria, Belgium, Hungary, Lithuania, Luxembourg, Netherlands, Slovakia and Slovenia: €23

Italy, Ireland, Latvia and United Kingdom: €25

Switzerland: €50

Shipping costs do not include customs fees that may be charged in the destination country upon arrival of the order. For this reason, we advise our customers to inform themselves and calculate the applicable taxes and fees before purchasing our products.

HOW LONG DOES IT TAKE TO DELIVER AN ORDER?

We will do our best efforts to ensure that your order arrives as quickly as possible!

Mainland Portugal and Peninsular Spain: 1-3 business days

Azores and Madeira: 1-3 business days

Spain Islands: 1-3 business days

Europe: 3-5 business days

Outside Europe: 3-8 business days

Personalized orders may take up to 6 working days in Portugal and Spain and up to 15 working days for other destinations.

CAN I TRACK THE STATUS OF MY ORDER?

You can track the status of your order in your customer area.

After sending the order, you will receive a confirmation email with the tracking number.

If you have any questions, please contact us at hello@cluoh.com .

CAN I CANCEL MY ORDER?

Yes you can. If your order has not yet been shipped, you can always cancel it and the payment will be returned in the same way it was made. If this is the case, please send us an email to hello@cluoh.com so that we can cancel the order.

I RECEIVED AN ORDER THAT WAS DAMAGED OR EXCHANGED. WHAT DO I DO?

OH NO! Please contact us immediately at hello@cluoh.com .

Don't worry, we will give you all the support you need and rectify the mistake immediately.

MY ORDER WAS LOST. WHAT DO I DO?

Please contact us immediately via email at hello@cluoh.com .

If an order is returned to our facilities due to incorrectly entered data, or due to information being hidden by the customer, the customer will be responsible for the new shipping costs.

I MADE A MISTAKE IN PUTTING IN THE SHIPPING INFORMATION. HOW CAN I FIX IT?

If you find that you have entered your shipping details incorrectly, please email us immediately at hello@cluoh.com so that we can rectify the information before shipping.

If an order is returned to our facilities due to incorrectly entered data, or due to information being hidden, the customer will be responsible for the new shipping costs.