General
What does “in production” mean?
When an item is "in production", it means that our subcontractors in Montreal are working very hard to offer it to you as quickly as possible. If you place an order with an item "in production", it will be shipped once all items are received in hand - refer to the date indicated in the product sheet. It is possible to cancel your order if the item has not yet been shipped.
Can I add items to the order I just placed?
Have you come across an item that you absolutely must have in your wardrobe, even though you have just placed an order? No problem! Contact customer service at info@cokluch.com, we will let you know what options are available to you.
Does your online inventory differ from your in-store inventory?
The online inventory and the in-store inventory are the same. You can check the availability of a product on the website before going to the store. Inventory errors can happen, so we suggest you call us to make sure an item is available. Except during sales periods, it is possible to put items aside for 24 hours.
Do you do repairs on clothing?
If you have a Cokluch or Cokluch Mini item that is damaged due to a manufacturing problem, we can carry out a small repair free of charge in our workshop-boutique (less than a year after purchase and upon presentation of the invoice). In the case where it is a purchase of more than a year, that you have damaged the garment yourself or that you no longer have the invoice, fees will be charged and the repair time may vary. PS: we only repair items of our brand.
Delivery and returns
What is the delivery policy?
The processing of an order is between 1 and 5 business days (from the preparation of the package to the pick-up of the carrier). The delivery time then depends on the latter. When the order is shipped, you will receive an email with a Canada Post tracking number to follow the progress of your package.
What are the delivery costs?
Shipping costs are only $10 for Canada, $15 for the United States and $30 for international. In-store pickup is always free. For more information, click here .
What is the return policy?
We do not issue refunds, we offer an exchange or a credit note. The only exceptions accepted are: if a product becomes out of stock during order processing, or if it has a manufacturing defect that we did not notice during our quality control.
I purchased an item in one of your points of sale, can I come and exchange it in your store?
Items purchased at our retail locations cannot be exchanged in our store. Please contact the relevant retail location directly to learn about their return policy.
Do I have to pay shipping costs for a return?
The customer is always responsible for the shipping costs associated with their return, except in the case of an error on our part regarding the merchandise (manufacturing defect, delivery error, etc.).
Can I exchange a sale item?
Sale items are considered final sale, so no exchanges are possible.
