Returns

I would like to return my purchase, how do you proceed?

‍Returns must be made by mail. Please fill the online cancellation form here. You’ll receive a label to print out and send the package over to our warehouse.

‍Are all the items eligible for a return?

‍There are a few items that can not be returned:
Gift cards
Open packs 
Torn and damaged items.

‍What is an acceptable condition for return?

‍Products must be returned in the same condition that you received it. They should be unused, clean, untorn, in the original packaging within 14 days of delivery.
Otherwise, we will not be able to accept your returns and issue a refund. If you’ve received a defect product, first-time purchases can be returned for a refund.
‍Fill out this form here and attach a photo or a video of the defect.
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How long do I have to ask for a return?

‍You can request your return online within 30 days from the date of delivery. We only accept returns by mail. If you received your order on the 5th of the month, you have up to the 4th of the following month to initiate a return.
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When do you refuse returns?

‍When a customer attempts to return more than 30 days after delivery.
When items are returned and have been used or resealed.
If the sales amount is lower than 20 USD/EUR.
If you return a product that is not a Clapoti product.

How can I initiate a return?

‍Please fill out this online return form here.
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Where do I get the shipping label?

‍We will send the shipping label with the confirmation email.
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How do I pack the products? 
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‍Package the products into their original packaging. 
Print and insert the invoice and the document in the confirmation email.
Ensure the box is sealed and protected.
Apply tape on the box. 
Stick the return label on it and drop it off.

Where shall I drop it?
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Bring it to the post office or the DHL drop off.

Do you cover the cost of return shipping?
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‍Yes we do offer free returns in the following three scenarios:

If you opt for store credit, we’ll cover the cost of return shipping as a thank you! Store credit never expires.

If the products are defective or shipment incorrect, return shipping costs will be fully refundable.

We offer a return flat rate processing fee of USD/EUR 10.00 ( plus sales tax on these fees).

Please note that shipping charges incurred at the time of purchase are not refundable.
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Can I exchange a product?

‍Products can be exchanged, returned for store credit, or refunded to the original payment method.Please fill out the form here.

How long does it take to process my return?
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‍Once your package reaches the warehouse, please allow 3 business days for your return to be processed.
If your return does not meet the conditions listed, the package will be discarded and you'll be notified by email.
When your return is accepted, we send you an email for confirmation.