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.
Member Concierge tip: When you see something you love, heart it! This will help you keep a running queue of favourites for your next order. It also helps your closet learn your style preferences.
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 try more styles and maximize your membership fee. Our vision is to ensure you look new every day!
How do I exchange/return an outfit item for something new?
All you have to do is pack the items you wish to exchange in the CLO Tote in which you received them, and schedule an exchange. Our tech has been designed to make exchanges and returns as easy as possible.
You can simply click on ‘Your Cart’ that would reflect the products held by you. Select ‘Return Item’ for the product you wish to return. This will free a spot in your cart to add something new! You can make your new selections at this point itself by adding new products to your cart. (Alternatively, you can go to ‘My Account’ and select 'Return' and click on ‘Return Item’ next to the product you wish to return.)
You could also choose to update your address, if required, before submitting your order. Our delivery partner will arrive within 5 business days to collect the used items. 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.
Member Concierge tip: Returning more outfits at a time, sooner than later, will allow you to try more styles and maximize your membership fee.
How many items can I take?
Unlimited! Yes, you can take unlimited clothes during 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. At the time of submitting an order you can click on ‘update your shipping address’ and change your delivery address. Alternatively, you can also go to ‘Personal Details’ under ‘My Account’ and submit your new address.
What happens if a piece arrives damaged?
This rarely happens, but sometimes the outfits may get damaged in transit. Please contact us on +91 9892510793 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 call us on +91 9892510793 or drop us an email at firstname.lastname@example.org 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! Sometimes our bestsellers are in high demand, when you see ‘Back Soon’ under a product you like, simply email us the Art No written under the product and size desired at email@example.com and we will make it our top priority to notify 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, color and more. Love a style but need more info? Find more details under 'Stylist Notes' and 'Product Details' under each product.
Member Concierge tip: If you can't decide and need styling advice, email one of our stylists at firstname.lastname@example.org. They are experienced stylists and have tried on all of our dresses.
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?
Our tech has been designed to make exchanges and returns as easy as possible. You can simply click on ‘Your Cart’ that would reflect the products held by you and allow you to make changes.
To edit or cancel an order before it is delivered or picked up, call us at +91 9892510793. If your order has already been shipped, unfortunately, you cannot make any changes or cancellations, however contact us and we will work out the best solution for you.
How do I only return my order?
All you have to do is pack your items in the CLO Tote and schedule a return. To schedule a return, simply click on ‘Your Cart’ that would reflect the products held by you and select ‘Return Item’ for the product you wish to 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! Want to wear a product but don’t want to own it? Let us know! We would love to have your inputs in curating our collection. Please send us a picture or drawing of the outfit you like on email@example.com, 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, kindly contact us by email, message, or phone call. We will cancel your subscription post the first order, and refund your entire money, no questions asked! However, for any cancellations post the second 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 or a new month’s subscription fee.
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 tote is not returned, you will be charged INR 249.