Refund policy

Returns and faults

Every covertCLO piece is embroidered for you after you order it, in a numbered run that can't be restocked. That's why we don't take back pieces for a change of mind or a wrong size. We do fix every real fault, fast and for free.

What we replace for free

  • Stitching faults: loose or broken thread, gaps, wrong thread colour, embroidery off-centre by more than 1 cm.
  • Garment faults: holes, stains, broken seams, wrong colour or size compared to your order.
  • Damage in transit, and parcels that never arrive.
  • The wrong piece or the wrong number.

What isn't a fault

  • The size you picked doesn't fit. Check the size guide before you order; measurements are in cm for every size.
  • Small differences from the photos: thread colours can look slightly different on screen, and the embroidery can sit up to 1 cm from the shown position.
  • Wear after washing or use, or washing against the care label.
  • Visible stitch texture on the inside of the garment.

How to report it

Write to us within 14 days of delivery with your order number. Send clear photos of the fault and of the label inside. For transit damage, add a photo of the parcel. Keep the piece unworn and unwashed until we reply. We answer within 2 working days. If it's a fault, we send a new piece at our cost. You don't need to send the faulty one back unless we ask.

Numbered pieces

A faulty numbered piece is replaced with the same number. If that's no longer possible, you choose: the nearest free number or a full refund. Numbers from replaced or refunded pieces are retired, so every number in circulation stays genuine.

Refunds

We refund instead of replacing only when a replacement isn't possible, or when your parcel is lost and you'd rather not wait. Refunds go back to the original payment method within 14 days.

Fair use

One claim per piece. Claims after 14 days, or without photos, can't be accepted. If you refuse delivery or give a wrong address, the return shipping and a new delivery are on you.

This policy does not limit any rights you have under the consumer law of your country.