Refund policy

We are constantly improving our Customer Support with the suggestions you send us. Please read below the main guides of our Policy:

  • Condition of your item:
    If any part of your Clotho Store set is damaged or not with the quality you expected to receive, please send us a photo of your product. Our Quality team will check what happened and may send you another product. To be eligible for a new product shipment, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 


  • Cancellation Policy

In the event you wish to cancel or change something on your order, please contact us within 24 hours after you placed your order: contact@clotho-store.com

We are unable to process the requested cancellation after 24 hours because the package has already been shipped. We process orders very quickly so that we can get your order to you as fast as possible. 
However, once our warehouse has processed your order, we will be unable to make any changes.

  • Refund Policy
    If you the product you received is eventually damaged, different from what you have ordered or had problems with delivery, let us know! 
    Please send us an email at contact@clotho-store.com or hit us up on Fanpage or Instagram. 
    We analyze each case individually and notify you of the approval or rejection of your refund.
    If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, usually take 5-10 business days to appear on your statements.
  • Late or missing refunds (if applicable)
    If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company. It may take some time before your refund is officially posted.
    Next, contact your bank. There is often some processing time before a refund is posted.
    If you’ve done all of this and you still have not received your refund yet, please contact us at contact@clotho-store.com


  • How do I cancel or change my order?
    In the event you wish to cancel or change something on your order, please contact us within 24 hours after you placed your order: 
    contact@clotho-store.com

    We are unable to process the requested cancellation after 24 hours because the package has already been shipped. We process orders very quickly so that we can get your order to you as fast as possible.

    However, once our warehouse has processed your order, we will be unable to make any changes.



  • Returns & Exchanges



  • How do I place a return or exchange?

    We're sorry you didn't love your product. Please reach out to contact@clotho-store.com with your order number and the products you'd like to exchange or return, and we'll take care of the rest.

  • Help! I can’t find my return slip.

    Don’t worry
    packages don’t include return slips. Just reach out to contact@clotho-store.com and we’ll help you place your return or exchange.

    What’s your return policy?

    All returns are FREE and must be processed within 30 days of receiving the order.

    To place a return, or if you are having trouble making a return within the 30 days time-frame, please reach out to contact@clotho-store.com

    Order number must be provided to place a return, and you will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded.

  • How long does it take to process a return?

    Credit card refunds usually take 5-10 business days to appear on your statement.



  • What should I do if I receive the wrong product?

    If you received a product different from the one that you ordered, sorry about that! Please contact us at contact@clotho-store.com

    and we’ll be sure to get you the product you ordered!



  • What’s your return process if i’m not happy with the product?

    Yes within 30 days after receiving your package. Here are your packing instructions:

    Securely pack the items in a box.
    Affix the mailing label squarely onto the address side of the parcel, covering up any previous delivery address and barcode without overlapping any adjacent side.
    Use the address listed and affix the appropriate amount of postage.
    Ship the package from your nearest post office or shipping company of your choice.
    If you did not receive a return label please send an e-mail to contact@clotho-store.com

    We will then be able to help you with the returns procedure and find an appropriate solution

  • Clotho Store Customer support
    Hours: Monday to Friday from 9am to 6pm (except holidays)
    Phone number:
    +33 (745) 573 473
    Email: contact@clotho-store.com
    A customer service representative will reply to your contact within 24 hours.