Frequently Asked Questions
How does Closet on Cloud ('CLO') work?
- Your journey of unlimited clothes starts by simply signing up and selecting 3 pieces. Once you confirm your order, we'll deliver them to your door in a CLO Tote within 5 business days.
- Hold onto them for as long as you'd like, when you're ready for something new, send back 1, 2, or all 3 of your pieces, and select new ones in place of it. Guess what? Such exchanges can happen unlimited times. Yes, you read that correctly!
- You can enjoy all of the above for a fixed price of INR 1,999 for 31 days which includes dry cleaning and shipping costs. Membership renews monthly, but you can cancel anytime.
What condition are the CLO outfits in?
At CLO, we believe hygiene is key to the renting decisions you make. For this reason, we take great care to clean and inspect all of our pieces so they arrive in like-new condition. Our team uses a variety of techniques to ensure that each style is dry cleaned thoroughly, steamed and pressed, inspected for quality, and packaged with care so that it's ready for you to wear.
When will my shipment arrive?
Once you confirm your order, your CLO Tote will arrive at your doorstep within 5 business days. Depending on where you live, it's even faster. The delivery will be made between 10am and 6pm during Weekdays and Saturdays.
How long can I keep the CLO items?
You can keep your selections for as long as you'd like during your membership. Keep them for a week or an entire season, it's completely up to you! The sooner you return a piece, the faster we can ship you a new one in place of it. Member Concierge tip: Returning outfits sooner than later will allow you to maximize your membership fee by trying more styles. Our vision is to ensure you look new every day!
How do I exchange/return an outfit item for something new?
Whenever you are ready for something new, place 1, 2, or 3 of your pieces (depending on how many you are returning) in the CLO Tote in which you received them. (Swap the return address?) Once you've packed up, go to your 'Orders' and select 'Return' for the piece you are returning. This will free a spot in your cart to add something new! Our delivery partner will arrive within 5 business days to collect the used products. When we've received your return, we'll notify you via email and ship your next new selection!
Do I have to exchange all my CLO items at the same time?
Nope! The concept is designed to allow you to return as many products as you'd like at a time. You can return 1, 2 or all 3 products ' it's up to you! When you return a product, you can select the same number of new products for your next shipment.
How many items can I take?
Unlimited! Yes, you can take unlimited clothes in the subscription period, holding up to 3 products at a time. The moment you return a product, you can select a new one in place of it. Such exchanges can happen unlimited times.
Do I need to dry clean the garments before I return it?
Not at all! Leave the boring stuff to us. All you need to do is put the soiled outfits in the CLO Tote in which they arrived and we will take care of the cleaning.
What if I accidentally stain / damage / lose the product?
We understand minor mishaps and general wear and tear are not only common but inevitable. Keeping in mind the same, your membership fee includes service for repairable stains and damages that would be taken care of by us free of charge. Significant damage, lost pieces and theft are not covered, in those cases, you will be charged the retail price of the item. We know this is a rare and unfortunate event, and rest assured, we'll work out the best solution for you.
How much does this cost?
You can enjoy unlimited clothes, by paying a fixed monthly fee of only INR 1,999 which includes both dry cleaning and shipping.
Do I have to pay any kind of security deposit?
There is no security deposit of any kind that needs to be paid.
Can I change my delivery address for a new shipment?
Yes, you can change your delivery and pick up address for each order. You can save more than one address on your account and choose the address you prefer at the time of placing the order.
What happens if a piece arrives damaged?
This rarely happens, but sometimes the outfits may get damaged in transit. Please contact us on ___ and we will make it our top priority to send you a new piece immediately.
How long is the subscription period?
The subscription period is 31 days.
Where does CLO ship?
Currently we ship within Mumbai, Navi Mumbai and Thane.
Can I purchase any product I like?
If you want to purchase a product you like, simply drop us an email at ____ and we will get back to you. We are currently working towards integrating the option to allow you to purchase products you desire.
If a product is currently not available, can I put myself on the waitlist?
Yes! If a product you like is currently unavailable, you will get the option to select 'Notify me' under that product. Clicking on this tab, will allow us to intimate you when the product is available again for you to order.
How much does shipping cost?
Shipping costs are included in the monthly fee and hence is provided to you at zero additional cost.
How do I choose the perfect dress?
If you know exactly what you want, use our search filters to help you narrow down your choices by size, categories, occasions, colour and more. If you can't decide and need styling advice, email one of our stylists on ___. They are experienced stylists, and have tried on all of our dresses. Love a style but need more info: Find more details under 'Stylist Notes', 'Size and Fit' and 'Product Details' under each product.
What if I am having trouble with the zipper?
Because our items undergo constant dry-cleaning, the zipper may become a bit tough to zip. If this happens, try using a bar of solid soap or a solid candle on the track, which may help you zip your dress with more ease.
Can I alter or tailor my dress?
No, we do not allow alterations on any of our items. Please inform us if any alterations need to be made.
How do I make changes/ edit/ update/ cancel my order?
Simply go to the "Orders' section, which will reflect the adjustments and edits that can be made. If your order has already been shipped, unfortunately, you cannot make any changes or cancellations. Contact us on +91___for further help.
How do I only return my order?
In case you choose to make a return without a new order/exchange, all you have to do is pack your items in the CLO Tote and schedule a return. Our delivery partner will collect the CLO Tote within 5 business days.
What if the dress I ordered doesn't fit?
If the dress you ordered doesn't fit, do not worry. Schedule an exchange and order the same dress in another size or a new dress altogether. We try to ensure that you enjoy your experience to the fullest.
What if I my order never turned up?
In a rare situation, that you do not receive your order within the stipulated timeframe, kindly contact us by email, message, or phone call. Rest be assured, we will make it our top priority to fix the situation and ensure that you receive your order at the earliest.
Can I request a designer, brand or dress that you do not stock?
Yes! We would love your inputs on improving and expanding our collection. Please send us a picture or drawing of the outfit you like on firstname.lastname@example.org, and we will try our level best to stock it.
If I cancel my subscription in the middle of the month, do I get some kind of refund?
Yes! We understand this is a new concept and in a rare situation, if you feel CLO is not meant for you, you can simply cancel your subscription post the first order in your first month, and we will refund your money, no questions asked! However, for any cancellations post the first order, the amount will be forfeited.
What happens if I fail to return the clothes even after my subscription period is over?
We will notify you a few days before your subscription period is about to expire, at this point you can either renew your subscription and continue holding the products, or schedule a return of the products in case you decide to discontinue your subscription. We understand that sometimes you may miss either of the above options, in that situation we will automatically arrange a pick-up of the outfits and our delivery partner will arrive within 5 business days for the pick-up. We will notify you about the same. In a rare situation that the final pick-up has been unsuccessful, you will be charged the retail price of the outfits you are holding.
Can I keep the black CLO Tote my order was received in?
In an effort to be more sustainable and eco-friendly, we designed our garment bags to be reusable. They are yours to use until you are ready to return the old outfits for new ones. However, if the case is not returned, you'll be charged INR 249.