You have a problem with one of our rock clothing ? Too small or too big, damaged or not as expected? No problem, CLOOK practice one exchange policy in case of unsuitable size or back and of refund if you change your mind. Here are all the details of our exchange, return and refund policy.
Back
Return conditions
The return of an item purchased on our website is accepted within 15 days following the purchase under three conditions:
- The garment has never been worn;
- The garment is in the condition in which you received it;
- The garment is returned in its original packaging.
If these three conditions are met, then we accept the return for an exchange or refund.
Return your package
To return your product, please send it to the following address by La Poste:
CLOOK
5, rue Saint-Germain, A107
11100 NARBONNE
Remember to insert your invoice inside the package. Without it, we will not be able to reimburse you.
Good to know: please note that return postage costs are your responsibility and are not refundable.
Acceptance or refusal of your return request
Once we have received and inspected the returned item, we will send you an email to confirm that we have received it.
We will also notify you of our decision whether to approve or reject your refund request.
If the return is approved, we will offer you an exchange or refund.
Exchange
We only exchange an item if it is defective or damaged. In this case, if you want to exchange it for the same item, send us an email to contact@clook.fr/enand send your package to the following address:
CLOOK
5, rue Saint-Germain, A107
11100 Narbonne.
Refund
Reimbursement terms and deadline
If your refund request is approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late refund?
If you have not yet received your refund? After making sure one last time that it does not appear on your bank account, we invite you to contact the entity issuing your credit card.
There may be a delay before your refund is officially posted.
Then, contact your bank as they too have a processing time before posting refunds.
If, despite everything, you still have not received your refund, please contact us atcontact@clook.fr/en.
Special cases
Sale items
Only regular priced items can be refunded. Unfortunately, sale items are not refundable.
Gifts
If the returned item was marked as a gift when purchased and was sent directly to you, you will receive a gift credit equal to the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and he will know that you returned the item.
Depending on where you live, the time it takes to receive your exchanged product may vary. If you are shipping an item worth more than $75, you should consider using a shipping service that allows you to track the shipment or purchasing shipping insurance. We do not guarantee that we will receive the item you return to us.