Customer Service

Contact us

If you are a returning customer, please insert your username and password to access the contact form.
If you are a new user, please register by clicking on "Register" and in just a few clicks you will be able to log in into your account and ask us all your questions!

Call us

Our Customer Service is at your complete disposal for any questions or concerns related to the Online Shop or online purchases. We will answer your questions Monday to Friday from 9.30 a.m. to 7.30 p.m. GMT (Rome/Paris/Berlin).

Our online shop is open for business 24 hours a day, 7 days a week, 365 days a year.
Contact us in our contact form.

Payment methods

Our online store accepts payments by Credit Card and PayPal. You can choose one of these payment methods after the checkout.

Please note: This online shop operates from the European Union and all transactions are ultimately made in Euro (unless otherwise displayed). If you are paying using a different currency, the currency conversion will be based on the exchange rate of the day of the purchase. There is no extra cost for currency conversion.

PayPal

PayPal permits any company or individual consumer who has an email address to send and receive payments in a safe, secure manner. Clicking the "Pay with Paypal" link will bring you to PayPal's secure website. Once there, if you already have a PayPal account, you can simply proceed to authorise your payment. If you do not have a PayPal account, you can register for free and securely enter your credit card information (prepaid cards are also accepted). You will then be able to send order payments to with the simple click of your mouse. You can also use your current bank account to apply funds to your PayPal account, from which you can subsequently make payments. The use of PayPal as an online payment tool is free..

Credit cards

On Kloters Milano you can securely pay by credit card, we accept the following cards: Visa, MasterCard, American Express, Diners Club, JCB, Laser Card and Maestro.
The payment occurs over a secure server (SSL) with a 128-bit encryption key. Over this secure system, your credit card information is sent directly to the applicable banking authority over a secured, encrypted connection.

Returns conditions

Products shall be returned in the original packaging and in the same conditions in which they were originally sent: unworn, not washed or altered. Moreover, returns shall be returned equipped with all tags and any original accessories, including the authenticity tag and safety seal that must not be cut or broken. Damaged returns shall not be accepted and can be sent back to the Customer at their expense.
Shoes and accessories shall be returned in their original box, which is an integral part of the product.
Returned garments must be sent only from the country where delivery has taken place.
If for any reason clients are not satisfied with an order, the item(s) can be returned for size exchange, store credit or refund within 10 days of the merchandise's delivery date.

Returns procedure

1. E-mail customercare@kloters.com to request a Return Authorization Number (R.A.N.). Please include the Order Number, the Item Code(s) of the item(s) to be returned and state if the return is for a size exchange, store credit or a refund.

2. Please send the return with the courier indicated in the email sent by KLOTERS.COM. Please write the Return Authorization Number on the Airway Bill, on the outside of the box and complete the AirWay Bill as per the instructions in the RAN E-mail. (The Courier will provide the AirWay Bill to complete upon pick-up).
3. Clients can choose between three compensation options:
Size exchange
Items can be exchanged only when a different size or a different colour of the same Item Code is available. Exchanges for a different Item code are currently unavailable.
Free Return policy is limited to one exchange.

Store Credit
a. can be used one time only on a future order within three months of the return;
b. is not cumulative with other store credits;
c. must be used in its entirety on an order that is either equal to or greater than the value of the store credit.

Refund
Refunds will be processed as soon as returned items have been checked and accepted and we been retain the shipping cost.
For orders paid by credit card, the refunded amount will be available to customers in roughly 30 days and within their next billing statement. Processing time may vary depending on the credit card company.
Orders paid by Paypal or by bank transfer will be refunded to the original account.

4. Returns must be shipped within 7 days of the order delivery date.
5. All products custom made to customer order can’t be returned. The refund is accepted only when the product has manufacturing defects.

Terms and return conditions

The Security Tag must still be intact and attached to returned items. Item(s) must not have been worn, washed or altered in any way, and must not show any signs of use. Soles of footwear must be in perfect condition and must not be marked in any way.
Items must be returned with all original tags, packaging and other accessories (dust bags, hangers, garment covers etc.)received with the order.
Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
Returns must be packaged in the KLOTERS.COM box.
In the case of defective or incorrect merchandise, clients must follow the instructions above. KLOTERS.COM reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.
Pick-ups for all authorized returns with KLOTERS.COM's courier account numbers must originate from the same country of the original shipment.
KLOTERS.COM reserves the right to refuse returns that are unauthorized and/or not sent with the same courier as specified in the email detailing the return instructions. If an unauthorized return is accepted, KLOTERS.COM will deduct a 20% administrative/re-stocking fee from the refund.
KLOTERS.COM will not accept returned merchandised that does not follow the terms and conditions of the returns policy. Such items will be returned to the sender at the original shipment address.

Return shipping costs

If you wish to send your order back, we remind you that the shipping costs to return the items to our warehouse, by postal service or courier, is free only if limited to one exchange for orde for Italy. After the first collection attempt, for each other courier passage, a total of 10 euros will be charged to the client. For the other UE countries the return cost is 10 euros. For the extra UE ones, 20 euros. Please send the return with the courier indicated in the email sent by KLOTERS.COM. Please write the Return Authorization Number on the Airway Bill, on the outside of the box and complete the AirWay Bill as per the instructions in the RAN E-mail. (The Courier will provide the AirWay Bill to complete upon pick-up). As soon as your return has been received and processed by our warehouse, Kloters Milano will pay to ship the new product/s to you.

Delivery information

In order to ensure prompt and timely delivery to our valued customers, Kloters Milano cooperates with the best express delivery services available. Delivery services are selected according to the destination of your shipment, as well as the type of the product(s) being shipped. A list of Countries and the estimated basic costs can be fount under “Countries and costs”.

The shipping costs listed here might change according to the quantity of purchased items and the volumetric weight of your parcel.

The final cost of the shipment will be listed in your Shopping Cart before the payment and will be added to the total amount of your order on the Checkout screen.

The total amount will be charged to you upon your confirmation of payment.

No additional amount should be paid to the courier at the moment of delivery.

Duties and taxes

Inside the European Union

There are no additional custom fees or duties on products shipped to countries within the European Union. Customers will not have to pay anything extra on receipt of their products.

Outside the European Union

Shipments to destinations outside the European Union are exempt from Italian Value Added Tax. However, they are subject to import taxes or customs duties, that will be determined when the package reaches its Country of destination. Such customs duties are solely payable by the receiver of the package, who will pay said fees to the courier or to the proper governing authorities. We are not responsible in case of foreign taxes or customs duties, these will be customer's responsibility.

Shipping to the United States of America

As above, products shipped to the USA are subject to custom fees and import duties. The receiver of the package is responsible for paying these fees. Also, US customs require that the receiver provides a social security number or Non US Citizen Import Number - CBP Customs Border Protection Assigned Number. Please note that orders over 250 dollars may experience slight delays in US customs. We are not responsible in case of foreign taxes or customs duties, these will be customer's responsibility.

Failure to clear customs

The onus is on the customer to ensure that their package clears customs by providing customs with all the necessary information and/or fees. If your package does not clear customs, it will be returned to our warehouse.

IMPORTANT: If you requested an exchange of the product you originally ordered, the new shipment is still subject to import taxes/duties from the International Customs Authorities and these will be customer's responsibility.

Order processing

Orders are shipped from KLOTERS.COM, Monday – Friday from 9:00 a.m.– 5:30 p.m. (CET) Orders placed Friday evening, Saturday, and Sunday will be processed on Monday morning. Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum

Countries & costs

Please note that the below are starting estimates and can raise depending on final weight of parcel.
The exact amount will be displayed at the checkout before you pay.

  • Afghanistan: EUR 49.60
  • Albania: EUR 49.60
  • Algeria: EUR 49.60
  • Andorra: EUR 14
  • Angola: EUR 49.60
  • Armenia: EUR 49.60
  • Austria: EUR 12.50
  • Azerbaijan: EUR 49.60
  • Bahrain: EUR 42
  • Belarus: EUR 49.60
  • Belgium: EUR 12.50
  • Bhutan: EUR 49.60
  • Bosnia And Herzegovina: EUR 49.60
  • Brunei: EUR 42
  • Cambodia: EUR 49.60
  • Camerun: EUR 49.60
  • Canada: EUR 24.50
  • Cape Verde: EUR 49.60
  • Central African Republic: EUR 49.60
  • China: EUR 42
  • Cote D'ivoire: EUR 49.60
  • Croatia: EUR 15
  • Cyprus: EUR 15
  • Denmark: EUR 12.50
  • Egypt: EUR 49.60
  • Estonia: EUR 15
  • Ethiopia: EUR 49.60
  • Finland: EUR 12.50
  • France: EUR 12.50
  • Georgia: EUR 49.60
  • Germany: EUR 12.50
  • Gibraltar: EUR 15
  • Greece: EUR 12.50
  • Guinea: EUR 49.60
  • Hong Kong: EUR 49.60
  • Hungary: EUR 15
  • Iceland: EUR 15
  • India: EUR 49.60
  • India: EUR 49.60
  • Ireland: EUR 12.50
  • Isle of Man: EUR 15
  • Italy: EUR 6.50
  • Kazakhstan: EUR 49.60
  • Kenya: EUR 49.60
  • Korea. Democratic People's Republic Of: EUR 49.60
  • Korea. Republic Of: EUR 49.60
  • Kyrgyzstan: EUR 49.60
  • Laos: EUR 49.60
  • Latvia: EUR 15
  • Lebanon: EUR 49.60
  • Liberia: EUR 49.60
  • Liechtenstein: EUR 15
  • Lithuania: EUR 15
  • Luxembourg: EUR 12.50
  • Macau: EUR 49.60
  • Macedonia. Republic Of: EUR 49.60
  • Madagascar: EUR 49.60
  • Malidives: EUR 49.60
  • Malta: EUR 15
  • Mauritius: EUR 49.60
  • Moldova. Republic Of: EUR 15
  • Monaco: EUR 12.50
  • Monogolia: EUR 49.60
  • Netherlands: EUR 12.50
  • Nicaragua: EUR 49.60
  • Niger: EUR 49.60
  • Nigeria: EUR 49.60
  • Oman: EUR 49.60
  • Pakistan: EUR 49.60
  • Poland: EUR 15
  • Portugal: EUR 12.50
  • Qatar: EUR 49.60
  • Romania: EUR 15
  • Russian Federation: EUR 36.50
  • San Marino: EUR 5.50
  • Saudi Arabia: EUR 49.60
  • Senegal: EUR 49.60
  • Serbia: EUR 49.60
  • Seychelles: EUR 49.60
  • Singapore: EUR 42
  • Syrian Arab Republic: EUR 49.60
  • Slovakia: EUR 15
  • Slovenia: EUR 15
  • South Africa: EUR 49.60
  • Spain: EUR 12.50
  • Swaziland: EUR 49.60
  • Switzerland: EUR 15
  • Taiwan: EUR 49.60
  • Tajikistan: EUR 49.60
  • Tanzania: EUR 49.60
  • Tunisia: EUR 49.60
  • Turkey: EUR 15
  • Turkmenistan: EUR 49.60
  • Ukraine: EUR 49.60
  • United Arab Emirates: EUR 49.60
  • United Kingdom: EUR 12.50
  • United States: EUR 24.50
  • Uzbekistan: EUR 49.60
  • Vatican State: EUR 5.50
  • Vietnam: EUR 49.60
  • Yemen: EUR 49.60

Order delivery

At the time of receiving the package, we kindly ask Customers to carefully check it before signing for delivery. The goods become property of the customer at the moment of the signature.
Is appended the following may occur.

1. At the time of delivery, the package appears obviously tampered/damaged: we advise Customers to sign subject to checking/verification or to refuse delivery. Customer refuses delivery of shipment or asks for it to be returned to sender: any redelivery cost that may be charged to KLOTERS.COM will be subtracted from any refund due to the Customer.

2. Impossible to deliver the shipment to the address provided by the Customer in the commercial contract: the package may be returned to the sender. All redelivery/return expenses will be borne by the Customer and will be subtracted from any refund due to the Customer.

About us

Kloters.com is the one and only Official Online Store where you can purchase your favourite Kloters products and receive them directly at home!
Browse our online catalogue to see all the features of our products and place your orders in a few steps: our team will deliver your order directly to the shipping address provided.

How to place an order

Placing an order on Kloters is quick and easy!
If the product you wish to buy is displayed on our online catalogue, just select the information requested in the product page and click on "Purchase"; if you have already registered an account on our online store, you will be redirected to the checkout page and guided through the whole purchase procedure. If you are a new user, you will be asked to insert some basic information for the creation of your account, and you will be then able to complete your purchase following our guided procedure.

Your account

After placing your order on Kloters you will have the possibility to see all its details by logging in into your account, clicking on "My orders". From your account, you will see the date, the content, the amount and the delivery address of your order, and of course your order status. You will also have the possibility to contact our Customer Experience Team by clicking on the "Contact us" button next to your order, and make the Return procedure within 30 days of delivery.

If you placed your order as a guest:
please click on the following link and enter your order code and the postal code of your shipping address:
www.kloters.com/eshop/orderview/action/trackAnOrder/Here you can find the details of your order and its shipping details.

Copyright & Trademarks

The design of this online shop and all the material contained within (for purely illustrative purposes: the trademarks, the logos, the HTML code, the scripts, the texts, the creative design, the images) are an integral part of Censured Apparel Online Store and are protected by Copyright. Any unauthorized use of this content, including the copying, the inclusion of and the association with content not originating within this website is not permitted and will prosecuted via the utmost legal means.

General sales conditions

SHIPPING METHODS AND COSTS

Shipments to Italy
All orders shipped to Italy are delivered by DHL and require a signature upon delivery. Orders are delivered from Monday to Friday during the following hours: from 9.30 to 17.30.
You can ask by e-mail to be contacted by the courier to arrange a specific time of delivery.
Once the items have been shipped it is no longer possible to change the destination address.

Shipments in Rest of the world
KLOTERS.COM delivers all over the world. All orders are delivered by DHL from Monday to Friday. All orders require a signature upon delivery. Once the items have been shipped it is no longer possible to change the destination address.
The Shipping is done only with the EXPRESS service and therefore provides a single charge depending on the destination country.
KLOTERS.COM shall not be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond the control of KLOTERS.COM.

SERVICE UPDATE
US importer requirements
Private U.S.A. citizens and non-U.S.A. citizens residing in the U.S.A. that import from abroad following online purchases are considered final importers: they must have and release to the courier/broker a SSN - Social Security Number or, if they’re non-U.S.A. citizens, a CBP - Customs Border Protection Number. The process to request and obtain a CBP takes around 10 working days.
If the package cannot be cleared and delivered due to Customer’s responsibility in non-compliance of import requirements (wrong telephone number and address, SSN or CBP numbers not provided) the package will be sent back to Italy at the Customer’s expense, that includes shipping and import fees: this expense will be deducted from the final reimbursement.
Please visit the following website for more information: http://www.cbp.gov/

Shipping to China
In January 2011 regulations for importing goods into China changed slightly and this may affect you if you place an order for delivery into China. All importers and exporters in China are now required to register with Customs authorities for a Customs Registration number (CR Number). In order to clear you goods, you may be contacted by the shipper (DHL) and asked to provide this number - if you do not have one, the shipper will assist you in identifying a qualified import/export agent to help you import your order.

Shipping to Brazil
Purchases shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF) in order to clear customs.To speed up the process and avoid any possible delays, please have this information available when our shipping partner, DHL contacts you.

Shipping costs
The shipping cost will be displayed during the checkout process.

TAXES AND CUSTOMS DUTIES
Any sales taxes and customs duties to be charged are automatically calculated depending on the country from which the Customer is accessing the site, or on a different destination country which can be selected.
On the basis of the destination selected, the displayed price of the item will be inclusive of VAT for all UE countries, while it will be inclusive of customs duties and sales taxes applied in the destination countries for all countries with DDP (Delivery Duty Paid) delivery.
In many countries, shipments are carried out as DDP, so sales taxes and customs duties are already included in the product price. If the destination selected is a DDU (Delivery Duty Unpaid) country, the indicated product price does not include taxes and customs duties which will be borne by the Customer.
DDP (Delivery Duty Paid) - Inside European Community
Shipments in the European Economic Community calculate import duties, custom fees and local sales taxes within the price published on the web site.
There are no additional fees to pay upon delivery.
(Ue countries includes: Andorra, Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Great Britain (UK), Greece, Greenland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovak Republic, Slovenia, Spain and Sweden.)
DDU (Delivery Duty Unpaid) - Outside European Community
Orders shipped outside of the European Economic Community are exempt from Italian Valued Added Tax, but are subject to import duties, local taxes and customs fees.
Payment of these DDU fees is the sole responsibility of the Client.
We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.

ORDER PROCESSING
Orders are shipped from KLOTERS.COM, Monday – Friday from 9:00 a.m.– 5:30 p.m. (CET) Orders placed Friday evening, Saturday, and Sunday will be processed on Monday morning.

Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum

DELIVERY TIMES
Once the order is processed and fulfilled, shipping times are as follows:
USA and Canada: 2-5 days, according to the final destination
Europe: 1-4 days, according to the final destination
South America: 3-6 days
Asia and the Middle East: 2-6 days
Australia and Oceania: 2-6 days for major cities / 6-8 days for remote areas
Africa: 3-8 days
Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse.
We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers
In all cases, KLOTERS.COM reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond control.

Shipment Tracking
When the order is shipped, Clients receive an E-mail from KLOTERS.COM specifying the tracking number and a direct link to monitor the shipment status.
In the event of delays in Customs, Clients will be notified directly by the courier and/or KLOTERS.COM.

ORDER DELIVERY
At the time of receiving the package, we kindly ask Customers to carefully check it before signing for delivery. The goods become property of the customer at the moment of the signature.
Is appended the following may occur.
At the time of delivery, the package appears obviously tampered/damaged: we advise Customers to sign subject to checking/verification or to refuse delivery. Customer refuses delivery of shipment or asks for it to be returned to sender: any redelivery cost that may be charged to KLOTERS.COM will be subtracted from any refund due to the Customer.
Impossible to deliver the shipment to the address provided by the Customer in the commercial contract: the package may be returned to the sender. All redelivery/return expenses will be borne by the Customer and will be subtracted from any refund due to the Customer.

INSURANCE
KLOTERS.COM insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by KLOTERS.COM and transfer of responsibility in the same way.

RETURNS & EXCHANGES
RETURNS CONDITIONS
Products shall be returned in the original packaging and in the same conditions in which they were originally sent: unworn, not washed or altered. Moreover, returns shall be returned equipped with all tags and any original accessories, including the authenticity tag and safety seal that must not be cut or broken. Damaged returns shall not be accepted and can be sent back to the Customer at their expense.
Shoes and accessories shall be returned in their original box, which is an integral part of the product. KLOTERS.COM does not accept returns of underwear and swimwear garments.
Returned garments must be sent only from the country where delivery has taken place.
If for any reason clients are not satisfied with an order, the item(s) can be returned for size exchange, store credit or refund within 7 days of the merchandise's delivery date.

RETURNS PROCEDURE
E-mail customercare@kloters.com to request a Return Authorization Number (R.A.N.). Please include the Order Number, the Item Code(s) of the item(s) to be returned and state if the return is for a size exchange, store credit or a refund.
Please send the return with the courier indicated in the email sent by KLOTERS.COM. Please write the Return Authorization Number on the Airway Bill, on the outside of the box and complete the AirWay Bill as per the instructions in the RAN E-mail. (The Courier will provide the AirWay Bill to complete upon pick-up).
Clients can choose between three compensation options:
Size exchange
Items can be exchanged only when a different size or a different colour of the same Item Code is available. Exchanges for a different Item code are currently unavailable.
Free Return policy is limited to one exchange.
Store Credit
can be used one time only on a future order within three months of the return;
is not cumulative with other store credits;
must be used in its entirety on an order that is either equal to or greater than the value of the store credit.
Refund
Refunds will be processed as soon as returned items have been checked and accepted and we been retain the shipping cost.
For orders paid by credit card, the refunded amount will be available to customers in roughly 30 days and within their next billing statement. Processing time may vary depending on the credit card company.
Orders paid by Paypal or by bank transfer will be refunded to the original account.
Returns must be shipped within 7 days of the order delivery date.
All products custom made to customer order can’t be returned. The refund is accepted only when the product has manufacturing defects.

RETURN TERMS AND CONDITIONS
The Security Tag must still be intact and attached to returned items. Item(s) must not have been worn, washed or altered in any way, and must not show any signs of use. Soles of footwear must be in perfect condition and must not be marked in any way.
Items must be returned with all original tags, packaging and other accessories (dust bags, hangers, garment covers etc.)received with the order.
Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
Returns must be packaged in the KLOTERS.COM box.
In the case of defective or incorrect merchandise, clients must follow the instructions above. KLOTERS.COM reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.
Pick-ups for all authorized returns with KLOTERS.COM's courier account numbers must originate from the same country of the original shipment.
KLOTERS.COM reserves the right to refuse returns that are unauthorized and/or not sent with the same courier as specified in the email detailing the return instructions. If an unauthorized return is accepted, KLOTERS.COM will deduct a 20% administrative/re-stocking fee from the refund.
KLOTERS.COM will not accept returned merchandised that does not follow the terms and conditions of the returns policy. Such items will be returned to the sender at the original shipment address.

Customer service

Our Customer Service is at your complete disposal for any questions or concerns.
We will answer to your questions from Monday to Friday from 9.30 am to 7.30 pm GMT (Rome time).
Contact us via Skype or via email through our contact form.

General sales conditions

SHIPPING METHODS AND COSTS

Shipments to Italy
All orders shipped to Italy are delivered by DHL and require a signature upon delivery. Orders are delivered from Monday to Friday during the following hours: from 9.30 to 17.30.
You can ask by e-mail to be contacted by the courier to arrange a specific time of delivery.
Once the items have been shipped it is no longer possible to change the destination address.

Shipments in Rest of the world
KLOTERS.COM delivers all over the world. All orders are delivered by DHL from Monday to Friday. All orders require a signature upon delivery. Once the items have been shipped it is no longer possible to change the destination address.
The Shipping is done only with the EXPRESS service and therefore provides a single charge depending on the destination country.
KLOTERS.COM shall not be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond the control of KLOTERS.COM.

SERVICE UPDATE
US importer requirements
Private U.S.A. citizens and non-U.S.A. citizens residing in the U.S.A. that import from abroad following online purchases are considered final importers: they must have and release to the courier/broker a SSN - Social Security Number or, if they’re non-U.S.A. citizens, a CBP - Customs Border Protection Number. The process to request and obtain a CBP takes around 10 working days.
If the package cannot be cleared and delivered due to Customer’s responsibility in non-compliance of import requirements (wrong telephone number and address, SSN or CBP numbers not provided) the package will be sent back to Italy at the Customer’s expense, that includes shipping and import fees: this expense will be deducted from the final reimbursement.
Please visit the following website for more information: http://www.cbp.gov/

Shipping to China
In January 2011 regulations for importing goods into China changed slightly and this may affect you if you place an order for delivery into China. All importers and exporters in China are now required to register with Customs authorities for a Customs Registration number (CR Number). In order to clear you goods, you may be contacted by the shipper (DHL) and asked to provide this number - if you do not have one, the shipper will assist you in identifying a qualified import/export agent to help you import your order.

Shipping to Brazil
Purchases shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF) in order to clear customs.To speed up the process and avoid any possible delays, please have this information available when our shipping partner, DHL contacts you.

Shipping costs
The shipping cost will be displayed during the checkout process.

TAXES AND CUSTOMS DUTIES
Any sales taxes and customs duties to be charged are automatically calculated depending on the country from which the Customer is accessing the site, or on a different destination country which can be selected.
On the basis of the destination selected, the displayed price of the item will be inclusive of VAT for all UE countries, while it will be inclusive of customs duties and sales taxes applied in the destination countries for all countries with DDP (Delivery Duty Paid) delivery.
In many countries, shipments are carried out as DDP, so sales taxes and customs duties are already included in the product price. If the destination selected is a DDU (Delivery Duty Unpaid) country, the indicated product price does not include taxes and customs duties which will be borne by the Customer.
DDP (Delivery Duty Paid) - Inside European Community
Shipments in the European Economic Community calculate import duties, custom fees and local sales taxes within the price published on the web site.
There are no additional fees to pay upon delivery.
(Ue countries includes: Andorra, Austria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Great Britain (UK), Greece, Greenland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovak Republic, Slovenia, Spain and Sweden.)
DDU (Delivery Duty Unpaid) - Outside European Community
Orders shipped outside of the European Economic Community are exempt from Italian Valued Added Tax, but are subject to import duties, local taxes and customs fees.
Payment of these DDU fees is the sole responsibility of the Client.
We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion.

ORDER PROCESSING
Orders are shipped from KLOTERS.COM, Monday – Friday from 9:00 a.m.– 5:30 p.m. (CET) Orders placed Friday evening, Saturday, and Sunday will be processed on Monday morning.

Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum

DELIVERY TIMES
Once the order is processed and fulfilled, shipping times are as follows:
USA and Canada: 2-5 days, according to the final destination
Europe: 1-4 days, according to the final destination
South America: 3-6 days
Asia and the Middle East: 2-6 days
Australia and Oceania: 2-6 days for major cities / 6-8 days for remote areas
Africa: 3-8 days
Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse.
We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers
In all cases, KLOTERS.COM reserves the right to delay a shipment if the order is not able to be shipped for reasons beyond control.

Shipment Tracking
When the order is shipped, Clients receive an E-mail from KLOTERS.COM specifying the tracking number and a direct link to monitor the shipment status.
In the event of delays in Customs, Clients will be notified directly by the courier and/or KLOTERS.COM.

ORDER DELIVERY
At the time of receiving the package, we kindly ask Customers to carefully check it before signing for delivery. The goods become property of the customer at the moment of the signature.
Is appended the following may occur.
At the time of delivery, the package appears obviously tampered/damaged: we advise Customers to sign subject to checking/verification or to refuse delivery. Customer refuses delivery of shipment or asks for it to be returned to sender: any redelivery cost that may be charged to KLOTERS.COM will be subtracted from any refund due to the Customer.
Impossible to deliver the shipment to the address provided by the Customer in the commercial contract: the package may be returned to the sender. All redelivery/return expenses will be borne by the Customer and will be subtracted from any refund due to the Customer.

INSURANCE
KLOTERS.COM insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by KLOTERS.COM and transfer of responsibility in the same way.

RETURNS & EXCHANGES
RETURNS CONDITIONS
Products shall be returned in the original packaging and in the same conditions in which they were originally sent: unworn, not washed or altered. Moreover, returns shall be returned equipped with all tags and any original accessories, including the authenticity tag and safety seal that must not be cut or broken. Damaged returns shall not be accepted and can be sent back to the Customer at their expense.
Shoes and accessories shall be returned in their original box, which is an integral part of the product. KLOTERS.COM does not accept returns of underwear and swimwear garments.
Returned garments must be sent only from the country where delivery has taken place.
If for any reason clients are not satisfied with an order, the item(s) can be returned for size exchange, store credit or refund within 7 days of the merchandise's delivery date.

RETURNS PROCEDURE
E-mail customercare@kloters.com to request a Return Authorization Number (R.A.N.). Please include the Order Number, the Item Code(s) of the item(s) to be returned and state if the return is for a size exchange, store credit or a refund.
Please send the return with the courier indicated in the email sent by KLOTERS.COM. Please write the Return Authorization Number on the Airway Bill, on the outside of the box and complete the AirWay Bill as per the instructions in the RAN E-mail. (The Courier will provide the AirWay Bill to complete upon pick-up).
Clients can choose between three compensation options:
Size exchange
Items can be exchanged only when a different size or a different colour of the same Item Code is available. Exchanges for a different Item code are currently unavailable.
Free Return policy is limited to one exchange.
Store Credit
can be used one time only on a future order within three months of the return;
is not cumulative with other store credits;
must be used in its entirety on an order that is either equal to or greater than the value of the store credit.
Refund
Refunds will be processed as soon as returned items have been checked and accepted and we been retain the shipping cost.
For orders paid by credit card, the refunded amount will be available to customers in roughly 30 days and within their next billing statement. Processing time may vary depending on the credit card company.
Orders paid by Paypal or by bank transfer will be refunded to the original account.
Returns must be shipped within 7 days of the order delivery date.
All products custom made to customer order can’t be returned. The refund is accepted only when the product has manufacturing defects.

RETURN TERMS AND CONDITIONS
The Security Tag must still be intact and attached to returned items. Item(s) must not have been worn, washed or altered in any way, and must not show any signs of use. Soles of footwear must be in perfect condition and must not be marked in any way.
Items must be returned with all original tags, packaging and other accessories (dust bags, hangers, garment covers etc.)received with the order.
Shoes and other accessories must be returned with their original boxes, which must not be damaged and/or altered or used as the external parcel for the shipment.
Returns must be packaged in the KLOTERS.COM box.
In the case of defective or incorrect merchandise, clients must follow the instructions above. KLOTERS.COM reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.
Pick-ups for all authorized returns with KLOTERS.COM's courier account numbers must originate from the same country of the original shipment.
KLOTERS.COM reserves the right to refuse returns that are unauthorized and/or not sent with the same courier as specified in the email detailing the return instructions. If an unauthorized return is accepted, KLOTERS.COM will deduct a 20% administrative/re-stocking fee from the refund.
KLOTERS.COM will not accept returned merchandised that does not follow the terms and conditions of the returns policy. Such items will be returned to the sender at the original shipment address.

Privacy Policy

DESALLIVE Srl, with its legal headquarters in Largo Gallarati Scotti, 1 – 20123, Milano (MI), Italy – provider of the services and activities available in the web site KLOTERS.COM, may use the personal data, voluntarily provided by the User, as per the laws in force: Article 13 of Italian Law 196/2003.

Users are invited to visit this page periodically, for information according to updated laws and regulations.
DESALLIVE Srl specifies that, while the use of personal data is necessary to execute the required services, Users are assured that the use of such data will not be used for profiling research, but solely to facilitate site management and the execution of orders.

Personal data, voluntarily provided by the User, will not be communicated nor sold to a third party.
All necessary information required in order for credit card payments and transactions to be processed (credit/debit card number, expiry date, security code) will be sent to our bank (specifically Banca Sella) and fraud-monitoring team for authentification, via encrypted protocol, without any third party interference. This information will never be seen or stored for any purpose by DESALLIVE Srl.
The security measures on our site are intended to help reduce the risk of unauthorized access or dispersion of data that may cause any personal risk to the security of our clients. For this reason, we suggest that site users ensure the computer that they are using has up-to-date security software and is connected to the internet through a reputable and trusted service provider.

DESALLIVE Srl has implemented security measures to protect the users and their data entered. Despite their efforts, DESALLIVE Srl cannot guarantee that these security measures will limit and exclude any and all risks of unauthorized access to this information. For this reason, we advise our users to always navigate on the KLOTERS.COM site from a secure computer source with updated software that allows ample protection of sensitive data (anitvirus software) and that the Internet provider itself possesses safety requirements for the secure transmission of such data over the Internet.

DESALLIVE Srl informs its Users are protected by Article 7 of the Italian Law n. 196/2003. Users can reserve the right to request the following information from DESALLIVE Srl:
the confirmation of the existence of personal data relative to the User
the clear communication of the data together with their source
the motives and the finality of their use

The request for the above information can be renewed with an interval of ninety days, except for the existence of justified motivations; the cancellation, the modification in anonymous format of all of the data in case of violation of laws, together with the data which is not used for the aims for which they were collected.

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