Refund policy

We want you to be happy with your Christopher Cloos glasses. If you are not, you have 100 days from the day you receive your order to return it, exchange it, or ask for a refund. Returns are free.

This policy applies to purchases made from the Christopher Cloos online store, operated by Christopher Cloos ApS (CVR/VAT no. DK43788140).

How to start a return, exchange or claim

All returns, exchanges and claims are handled through our returns portal:

[RETURNS PORTAL URL]

Enter your order number and the email address used for the order, choose the items and tell us what you would like to do. You will receive a prepaid return label and instructions by email straight away.

If you prefer not to use the portal, you can always write to us at hello@christopher-cloos.com and we will arrange it for you. You are never required to use the portal to exercise your legal right of cancellation.

Free returns

Return shipping is free. The prepaid label issued through the portal covers the cost of sending the items back to us, so you should never pay shipping to return an order.

If you choose not to use the label we provide, and pay a third party to ship the items instead, we cannot refund that cost. We are only able to refund payments made to Christopher Cloos.

Please do not send returns by cash on delivery (C.O.D.). Parcels sent this way cannot be accepted.

Exchanges

You can exchange your glasses for another frame or colourway directly in the returns portal. Choose the exchange option, pick your replacement, and we will send it once your return is on its way back to us. If the new item costs more than the original, you pay the difference in the portal. If it costs less, we refund the difference.

You are always free to ask for a refund instead of an exchange. Choosing an exchange is an option we offer, not a condition of returning your order.

The condition of returned items

You are welcome to try your glasses on and examine them the way you would in a shop. Please return them with the pouch, box and any accessories they came with.

You are liable only for any reduction in value caused by handling the glasses beyond what is needed to establish their nature, characteristics and how they work. If items come back scratched, damaged or incomplete, we may deduct an amount corresponding to the reduction in value from your refund.

Refunds

Once your return is registered at our warehouse, we refund you to the original payment method. We refund without undue delay and no later than 14 days from the day we receive notice that you wish to cancel. We may withhold the refund until we have received the items back, or until you have shown that you have sent them, whichever comes first.

You will not be charged any fee as a result of the refund. Depending on your bank, it can take a few additional days for the amount to appear on your statement.

Shipping costs

When you return a full order, we refund the cost of standard delivery along with the price of the goods. Two exceptions apply:

If you ordered several items and return only some of them, the delivery cost is not refunded.
If you chose a delivery option more expensive than our cheapest standard option, we refund the amount of the cheapest standard option.

Faulty or damaged glasses

If your glasses arrive damaged, or a fault appears later, you have the right to complain for 24 months from the delivery date under the Danish Sale of Goods Act (købeloven). This is separate from, and longer than, the 100-day return period.

Start a claim in the returns portal, or write to hello@christopher-cloos.com. Please describe the fault and add a photo if you can - it helps us assess the case quickly. Notify us within a reasonable time after discovering the fault; within two months of discovering it is always considered timely.

If the claim is justified, we will repair or replace the glasses, or refund you, and we cover the necessary shipping costs.

Items we cannot take back

Gift cards cannot be returned or refunded. Everything else in our range can be returned under this policy.

Return address

Christopher Cloos ApS
c/o Milcom A/S
Farverland 6
2600 Glostrup
Denmark

Please use the prepaid label from the portal rather than sending items to this address unannounced, so that we can match your parcel to your order.

Your statutory right of cancellation

As a consumer you have a legal right to cancel a distance purchase within 14 days without giving a reason. Our 100-day policy is a voluntary extension of that right and does not replace or limit it. You can read the full terms, including the standard cancellation form, in our terms of service.