FAQs

Where does Klemm & Co. ship?

Klemm & Co. currently ships within Canada. We’re starting close to home while we get things rolling, with plans to expand our shipping destinations in the future.

How much is shipping?

Standard shipping within Canada is $9.95 CAD. Orders of $99 CAD or more qualify for free standard shipping, before applicable taxes.

How long will my order take to arrive?

Because each Klemm & Co. piece is made especially for you once your order is placed, please allow approximately 2–5 business days for your order to be made and prepared for shipment.

Once your order ships, standard delivery within Canada is estimated at 5–8 business days. You’ll receive tracking information by email as soon as your order is on its way.

How can I track my order?

Once your order ships, you’ll receive a shipping confirmation email with tracking information so you can follow your package along the way.

If your order contains more than one item, your pieces may occasionally arrive in separate packages.

How do I choose the right size?

Each product page includes a size guide with measurements specific to that item. We recommend checking the size guide before ordering, as fit and sizing can vary between styles.

If you’re between sizes or have a question about fit, feel free to contact us at hello@thisisklemm.com before placing your order. We’re happy to help.

Can I return or exchange my order?

Because each Klemm & Co. piece is made especially for you once your order is placed, we’re unable to accept returns or exchanges for change of mind, incorrect size or colour selection.

If your order arrives damaged, defective, misprinted or you receive the wrong item, please contact us within 30 days of delivery at hello@thisisklemm.com. We’ll make it right.

For full details, please see our Return & Refund Policy.

What if there’s a problem with my order?

If your order arrives damaged, defective, misprinted or you receive the wrong item, please contact us at hello@thisisklemm.com within 30 days of receiving your order.

Include your order number, a brief description of the issue and a clear photo showing the problem. We’ll review everything and work with you to arrange a replacement or refund, depending on the issue.

There’s usually no need to send the item back unless we specifically ask you to.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us at hello@thisisklemm.com as soon as possible.

Because our products are made to order, we begin preparing your order shortly after it’s placed. Once production has started, we may not be able to make changes or cancel the order.

What if I entered the wrong shipping address?

If you notice an error in your shipping address after placing your order, please contact us at hello@thisisklemm.com as soon as possible.

We’ll do our best to update it, but once your order has shipped, we’re unable to change the delivery address. If your order has already entered production, we may not be able to make changes. Orders returned because of an incorrect or incomplete address may require an additional shipping charge to be sent again.

What if my package is delayed or missing?

Delivery delays can occasionally happen. If your tracking information hasn’t updated for an extended period or your package hasn’t arrived within the expected timeframe, please contact us at hello@thisisklemm.com with your order number and we’ll look into it for you.

How are Klemm & Co. products made?

Klemm & Co. products are made to order, which means your piece is produced especially for you once your order is placed rather than being pulled from a shelf of pre-made inventory. This helps us produce only what’s needed and reduce unnecessary overproduction.

Our designs, colours and details are thoughtfully selected as part of each piece, so products aren’t individually customizable. The colour, design and decoration options available on each product page are the options currently offered for that item.

How can I contact Klemm & Co.?

Have a question about a product or an order? We’d be happy to help. You can reach us at hello@thisisklemm.com.

If you’re contacting us about an existing order, please include your order number so we can help you as quickly as possible.