Delivery policy

Overview of the order process

We like keeping you up to date. Especially about your order. How? Well, like this:

The order... You'll receive...
... is handled correctly ... the order confirmation via email.
... has left our warehouse. ... the shipping confirmation 

Delivery

The delivery is performed by DHL EXPRESS and is in accordance to the Incoterm® Delivered at Place DAP (2010). Goods are shipped from Belgium. The risks and costs of product delivery are taken on by Claro. The customer is responsible for the import clearance and any applicable local taxes or import duties in Australia, India, Japan, Switzerland, and the United States of America.

About Customs, Duties & Taxes

Orders shipped outside of the European Union may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient; Claro has no control over these charges.

Countries of delivery

For legal reasons Claro products can only be shipped to the following countries. Please contact customer service at flow@claro.science if you live in a shipping region that is not listed.

Australia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, India, Ireland, Italy, Japan, Latvia, Lithuania, Luxemburg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United-States.

Delivery time

Your order will be shipped between 1 – 5 working days after the order confirmation. Estimated delivery times depend on the shipping region.

Track & Trace

After the package left our warehouse, you can track it with the Track & Trace link on the DHL website. You can find this link in the shipping confirmation email. 

What do I have to do when I haven't received my order?

You're expecting a package, but it hasn't been delivered by us. That's a bummer, but don't worry. Check the following first: - Check the Track & Trace code of the package Check whether the time slot indication of the shipment has changed on the Track & Trace page via this link.

Check the delivery address Did you enter the correct delivery address?

Check your mailbox Have you received a not-home notification? It's possible that the package was delivered to your neighbors, or the delivery driver may have planned a new delivery moment. If you still don't receive your package despite this, please contact our Customer Service.

Return policy

Returns:

Only non-conform products can be returned to Claro. In such case, Claro may at its discretion decide to replace the products or refund the price, in which case the price paid in the webstore will be refunded, excluding any taxes, duties, charges and shipment and delivery costs.

The purchaser must return the products at his own cost without undue delay (ultimately within fourteen (14) days), and must mention in the package a return code given by Claro. Products must be returned unopened and in original packaging according to the instructions of Claro.

What if my product got damaged during delivery?

Is your product damaged? We pack up our product was well as possible, but your product may unfortunately get damaged during delivery. We're happy to solve this for you! Fill out the return form and provide us with a picture of the damaged product within 14 days. Clearly state that your product was delivered in damaged condition and tell us your preferred solution, so we can do the best we can to help you. Of course, the normal return process applies here.