Refund policy

Returns & Refunds

We want you to feel good about your Klemm & Co. order. Because each piece is made especially for you once your order is placed, our return process works a little differently than it does at a traditional retail store.

Something isn’t right with your order?

If your item arrives damaged, defective, misprinted, or you receive the wrong item, please contact us within 30 days of receiving your order. We’ll work with you to make it right.

Please include your order number, a brief description of the issue, and a clear photo showing the problem. Depending on the issue, we may offer a replacement or refund. Please don’t send your item back unless we ask you to — in many cases, a return isn’t necessary.

Sizing, colour and change of mind

Since every Klemm & Co. piece is made to order especially for you, we’re unable to accept returns or exchanges if you change your mind or order the wrong size or colour.

We know buying clothing online can make choosing a size tricky, so please take a look at the size guide on the product page before placing your order. If you have a question about sizing before you order, we’re always happy to help.

Changes or cancellations

We begin processing your order shortly after it’s placed. If you need to change or cancel your order, please contact us as soon as possible.

We’ll do our best to help, but once your order has entered production, we may not be able to change or cancel it.

Shipping address

Please double-check your shipping address before completing your order. If you notice an error after ordering, contact us as soon as possible and we’ll see if we can correct it before your order ships.

If your order has already shipped, we’re unable to change the delivery address. If a package is returned because an incorrect or incomplete address was provided, additional shipping charges may apply to have it sent again. 

Lost packages

If your package hasn’t arrived and the tracking information appears to have stopped updating, please contact us and we’ll look into it for you.

Claims for packages that are lost in transit need to be reported within 30 days of the estimated delivery date, so please don’t wait too long to get in touch.

Refunds

If a refund is approved, we’ll issue it to your original payment method. Once the refund has been processed, it may take some time for your bank or credit card provider to post the funds to your account.

Questions? We’re here to help.

If you have any questions about your order, return, or refund, please contact us at hello@thisisklemm.com. Please include your order number so we can help you as quickly as possible.