FAQ´S
CLUOH is a 100% Portuguese brand from conceptualization to production. The pieces are carefully made in Portugal by our artisans.
Our bags are made from extremely high quality cowhide. The leather we use is characterized by its resistance to use and beautiful aging, as long as it is well treated.
Leather is a natural product and for this reason there may be small variations in tone and texture that are natural characteristics of the material and are not considered a defect.
In our online store you can find detailed descriptions of all products.
Natural leather should be cleaned with a smooth cloth dampened with water.
It is essential to be careful with the transfer of color from clothes to the skin, especially with denim, which can become irreversibly dyed.
Natural wear and tear on the leather, tears and all defects arising from inappropriate use of the parts will not be covered by the warranty and, in the event of repairs, will incur an additional cost.
We work simultaneously with timeless collections of classics and other limited editions.
Classic models remain the same throughout several seasons and may undergo slight changes.
Limited editions contain patterns or designs exclusive to our brand and created by us. The products are always properly identified with the serial number and are sold on an order-to-order basis.
Yes! We have several pieces with the option of customization.
No. At the moment, our collection is only available in our online store.
Occasionally, our products may be out of stock. In this case, we will try to make them available as soon as possible, with the exception of limited edition pieces which, once they reach the last issue of the series, will not be produced again.
All emails that CLUOH sends have a link to immediately unsubscribe.
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.
· 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, contact details and shipping address
· Select payment method
· Click on “confirm 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
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 .
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 upper right corner), enter the code in “coupon code”, which is located right after the order summary, and then click on “apply coupon”. You will immediately see the discount applied to the total order value.
The order is only completed after payment. Once payment has been made, you will receive a confirmation email.
After making the payment, you will always receive a confirmation email. If this does not happen, check your email 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 .
Germany, Austria, Belgium, Denmark, Slovakia, Slovenia, Spain, United States of America, Estonia, Finland, France, Greece, Hungary, Ireland, Iceland, Italy, Latvia, Lithuania, Luxembourg, Norway, Netherlands, Poland, Portugal, United Kingdom, Czech Republic, Sweden and Switzerland.
Portugal and Spain: €4.5 (free shipping on orders over €60)
Europe (except Portugal and Spain): €15 (zone 1); €20 (zone 2) and €40 (zone 3).
Outside Europe: €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.
We will do our best efforts to ensure that your order arrives as soon 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.
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 .
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.
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.
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 concealment of information by the customer, the customer will be responsible for the new shipping costs.
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.
MB Way: To be able to use this method you must subscribe to the service. The generated MB Way reference is valid for approximately 4 minutes.
Credit Card: Visa, Mastercard or Maestro (you will be redirected to the Hipay website).
Paypal: To use this method you do not need to have a Paypal account (credit or debit card option).
Multibanco: Make the payment at a Multibanco terminal or through your HomeBanking.
Yes. You can buy with complete peace of mind and security.
All transactions in our online store are protected by Secure Sockets Layer (SSL) and Secure Data Encryption. This encryption process ensures the security of all transactions and that no one can decrypt your personal data.
Of course! Although we feel like “Oh no…” when a customer is dissatisfied with our products, you can always exchange or return your order, with the exception of personalized products.
Please send an email to hello@cluoh.com requesting an exchange or return.
You have 14 days, from the date you receive the product, to exchange or return it.
You should contact us via email hello@cluoh.com , containing the following information:
– We appreciate you explaining why you are not satisfied, as this is the best way for us to improve
– You must enter the order number in the email and indicate which part you want to exchange (equal or greater value)
– We offer a collection service for orders over €60. For orders under €60, shipping is the responsibility of the customer or we can schedule a home collection service for €6.
If you choose to ship, the order must be sent to Rua Alfredo Keil, 571 7ºD 4150-049 Porto, Portugal, together with a copy of the invoice. We advise that, for security reasons, you send the order under registered mail.
After receiving the order and verifying its perfect condition, we will exchange the product and send the new product. CLUOH may not accept the exchange of a product that has been damaged, deteriorated or stained.
If you choose the collection service (6€) we ask you to properly place the products in a box and close it with tape (you do not need to enter your shipping details). When we schedule the collection, you will receive an email with the tracking number and a courier will come to the address indicated.
To exercise your right to freely terminate the contract, you will have to communicate this intention to CLUOH, through an unequivocal declaration of termination of the contract. You can do this via email or letter and send it by email or post, duly completed, to:
Email: hello@cluoh.com
or
Address: Rua Alfredo Keil, 571 7ºD 4150-049 Porto, Portugal
This communication must be made within 14 (fourteen) days, from the date of receipt of the product and must contain the order number.
Even though you don't have to, we would appreciate it if you let us know why you weren't satisfied, as it's the best way for us to improve.
We offer returns for orders over €60. For orders under €60, the return is the responsibility of the customer or we can schedule a home collection service for €5.
If you choose to ship, the order must be sent to Rua Alfredo Keil, 571 7ºD 4150-049 Porto, Portugal, together with a copy of the invoice. We advise that, for security reasons, you send the order under registered mail. You will have to return all items in the order and place them in the same way you received them.
If you choose the collection service (€5) we ask you to properly place the products in a box and close it with tape (you do not need to enter your shipping details). When we schedule the collection, you will receive an email with the tracking number and a courier will come to the address indicated.
The order must be returned within a maximum period of 14 (fourteen) days from the date on which you communicated to CLUOH your decision to terminate the contract.
Once the order has been received and its perfect condition has been verified, the amount will be fully refunded using the same method in which it was paid. CLUOH may not accept the return of a product that has been damaged, deteriorated or stained.
Exchanges/returns are free for orders over €60. For orders under €60, exchanges/returns are the responsibility of the customer or they can schedule a home collection service for €6 (exchanges) and €5 (returns).
The refund will be made within a maximum period of 14 (fourteen) days from the date on which the customer informed us of their desire to return the product, by delivering the duly completed model resolution form. However, if we have not yet received the returned product, we may have to withhold the refund.
The amount will be refunded using the same payment method as the purchase. At the time of payment you will receive a confirmation email.
The refund will be made in the same way and through the same platform through which you made your purchase. If the payment was made by Multibanco reference, the refund will be made by bank transfer to your IBAN.