FAQs
Last Updated: December 16, 2025
Here you'll find answers to the most common questions about shopping with Klohy. If you can't find what you're looking for, feel free to reach out to our customer service team. Relevant policies are linked under each section for your convenience.
Ordering
How do I place an order?
To place an order, browse our collection, select your desired item and size, and add it to your cart. When you're ready, proceed to checkout and enter your contact, shipping, and payment details. Once completed, you'll receive an order confirmation via email.
Please note: The order confirmation email acknowledges receipt of your order. A legally binding contract is only formed when we dispatch your order and send you a dispatch confirmation email.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us at support@klohy.co as soon as possible. If the order has not yet been dispatched, we will do our best to accommodate your request.
Once an order has been dispatched, changes cannot be made. However, you may return the order under our Return & Refund Policy once you receive it.
Delivery
Where do you deliver?
We currently deliver to:
- United Kingdom: England, Scotland, Wales, and Northern Ireland
- European Union: Most EU member states (check availability at checkout)
For full details, please see our Shipping Policy.
Which carriers do you use?
- United Kingdom: Evri, Royal Mail
- European Union: DHL, local postal services
The courier used for your order will be confirmed in your dispatch email.
How long does delivery take?
Estimated delivery times (including 1–2 business days processing plus transit):
- United Kingdom: 6–9 business days
- European Union: 8–16 business days
Delivery times are estimates and may vary during peak seasons or due to courier delays.
How much does delivery cost?
- United Kingdom: Free on all orders
- European Union: Calculated at checkout
All shipping costs, taxes, and duties are clearly displayed at checkout before you complete your purchase. There are no hidden fees.
How can I track my order?
Once your order has been dispatched, you'll receive a tracking link via email containing your tracking number and the courier name. You can also track your order through our Track Your Order page.
What if my order doesn't arrive?
If your order hasn't arrived within the estimated delivery window, please contact us at support@klohy.co. We will investigate with the courier and, if the parcel cannot be located, arrange a replacement or full refund.
Payment
What payment methods do you accept?
We accept the following payment methods:
- Credit and Debit Cards: Visa, MasterCard, American Express
- Digital Wallets: Apple Pay, Google Pay
- Klarna: Pay now, pay later, or pay in instalments (subject to eligibility)
For more information, see our Billing Terms & Conditions
Is my payment information secure?
Yes. All transactions are encrypted using SSL/TLS technology and processed through PCI DSS–compliant payment providers. Klohy does not store or have access to your full payment card details.
When is payment taken?
Payment is taken at the time you place your order. If we are unable to fulfil your order, we will notify you and process a full refund.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy from the date of delivery. Items must be unworn, unused, and returned in their original condition with all tags intact.
Return shipping costs are your responsibility for change-of-mind returns. For faulty, damaged, or incorrect items, we will cover the return shipping costs.
For full terms, please see our Return & Refund Policy.
How do I initiate a return?
To initiate a return:
- Contact us at support@klohy.co with your order number and reason for return.
- We will confirm your return and provide instructions.
- Securely package the item in its original packaging and send it to the return address provided.
- For faulty/damaged/incorrect items, we will provide a prepaid return label.
How long does it take to receive a refund?
Once your return is received and inspected, refunds are processed within 14 days and issued to your original payment method. Depending on your payment provider, it may take an additional 5–10 business days to appear in your account.
What if I receive a faulty or incorrect item?
If you receive an item that is faulty, damaged, or incorrect, please contact us immediately at support@klohy.co with your order number and clear photos of the issue. We will arrange a replacement or full refund, including return shipping costs.
What items cannot be returned?
The following items cannot be returned for change of mind (statutory rights for faulty goods still apply):
- Custom or personalised items
- Hygiene-related products (e.g., underwear, swimwear, earrings) if the seal has been broken
- Sealed goods not suitable for return due to health or hygiene reasons, once unsealed
- Items that have been used, damaged, or altered after delivery
Your Rights
What are my consumer rights?
If you are a consumer in the UK or EEA, you have statutory rights under consumer protection laws, including the UK Consumer Rights Act 2015 and the EU Consumer Rights Directive. These include:
- 30-day right to reject: Reject faulty goods within 30 days for a full refund.
- Repair or replacement: After 30 days, request repair or replacement for faulty goods.
- Long-term rights: Up to 6 years (5 in Scotland) to claim if goods were faulty at delivery.
Our policies do not affect your statutory rights.
Privacy & Data
How do you protect my personal data?
We process your personal data in accordance with the General Data Protection Regulation (GDPR) and UK GDPR. We use encryption, secure servers, and access controls to protect your information. For full details, see our Privacy Policy.
What are my data protection rights?
You have the right to access, rectify, erase, restrict, and port your personal data, as well as the right to object to processing and withdraw consent. To exercise these rights, contact us at privacy@klohy.co.
Do you use cookies?
Yes. We use cookies to enhance your browsing experience and analyse website usage. You can manage your cookie preferences via the cookie banner when you first visit our site, or through the "Cookie Settings" link in our website footer. For full details, see our Cookie Policy.
Complaints & Disputes
How do I make a complaint?
If you have a complaint about our products or service, please contact us at support@klohy.co. We aim to respond within 1–2 business days and resolve complaints within 14 business days where possible.
What if I'm not satisfied with the resolution?
If you are a consumer in the EU, you may use the European Commission's Online Dispute Resolution platform
Contacting Klohy
How do I contact customer support?
You can reach us at support@klohy.co. Our customer service team operates Monday to Friday, 9:00 AM to 5:00 PM (CET), and aims to respond to all enquiries within 1–2 business days.
Can I provide feedback or suggestions?
Absolutely! We value feedback and are always looking to improve. If you have suggestions or comments, feel free to email us at support@klohy.co.
Contact Information
Email: support@klohy.co
Privacy Email: privacy@klohy.co
Phone: +46703206149
Address: Eastmansvägen 8B 113 61 Stockholm, Sweden
Website: https://klohy.co/
Customer Service Hours: Monday to Friday, 9:00 AM to 5:00 PM (CET)
