Frequently Asked Questions

CLOWE SHOP — www.cloweshop.com

Operated by CLOWE PARTNERS LLP.

Last updated: 5 November 2026

These FAQs are provided for convenience and ease of understanding. They summarise Our policies in plain language. In the event of any inconsistency between an answer below and the corresponding policy document, the policy document shall prevail.

A. About the Platform

1. Who sells the products on cloweshop.com? Products are sold by independent third-party vendors registered on Our marketplace. We provide the technology platform, payment facilitation and logistics coordination. The sale contract is between You (the customer) and the vendor. The vendor’s name, address and contact details are shown on every product page.

2. Is the Company the seller? No. We are a marketplace e-commerce entity and an intermediary. We do not own or stock inventory and do not sell on Our own account.

3. Do I need an account to shop? Yes. You must register with a valid mobile number and e-mail address and be eighteen (18) years of age or above.

4. Do you deliver outside India? No. We presently deliver only within India.

B. The AI Virtual Try-On

5. What is the AI Virtual Try-On? It is an optional feature that generates a computer-simulated image showing roughly how a garment may look when worn, using a photograph You upload or an avatar You select.

6. Is it accurate? It is an approximation produced by an algorithm. It is not a photograph, a measurement or a fitting. Fit, size, drape, fall, stretch, transparency, texture, shade and print placement in the rendering may differ from the actual garment. Please rely on the vendor’s size chart and measurements, not on the rendering, when deciding what to buy.

7. Can I return a product because it does not look like the try-on image? No. A difference between the try-on rendering and the actual product is not a ground for return, exchange or refund. This is stated clearly in the Return, Exchange and Refund Policy, which is shown before You place Your order.

8. Then when can I send something back? Where the product delivered is defective, damaged in transit, the wrong item, incomplete, counterfeit, or materially different from what was advertised. In those cases You get an exchange or replacement free of charge, and where an identical replacement cannot be supplied, a full refund.

9. What happens to the photograph I upload? It is used only to generate Your try-on image. It is not shared with vendors or other users, not used for advertising, and not used to train any AI model unless You separately opt in. It is deleted within 24 Hours, or sooner if You withdraw consent.

10. Can I delete my uploaded photograph? Yes. You may delete it or withdraw consent at any time through Your account settings, or by writing to the Grievance Officer. The feature will then no longer be available to You.

11. Can I upload a photograph of someone else? Only of an adult who has expressly consented. You must never upload an image of a person below eighteen (18) years of age. Using the feature to create morphed, obscene or deepfake images is strictly prohibited and may attract liability under the Information Technology Act, 2000 and the Bharatiya Nyaya Sanhita, 2023.

12. Is using the try-on compulsory? No. It is entirely voluntary and You may shop without it.

C. Orders

13. When is my order confirmed? Placing an order is an offer. The contract is concluded only when the vendor dispatches the product and We send You a dispatch confirmation. An order acknowledgement is not acceptance.

14. Can I change my address or size after ordering? Only before dispatch, and only if the vendor can accommodate it. Please contact Customer Support immediately.

15. The price shown was obviously wrong. Will you honour it? No. Where a price is displayed incorrectly owing to a typographical or technical error, the order may be cancelled and the full amount refunded.

D. Cancellation

16. Can I cancel my order? Yes, free of charge before dispatch, through “My Orders”. After dispatch, cancellation is not available as a right, though We will try to intercept the consignment if You contact Us promptly.

17. Can I cancel after delivery? No. After delivery, only the Return, Exchange and Refund Policy applies.

18. Which orders cannot be cancelled? Customised, made-to-measure, monogrammed or altered products, and products marked non-cancellable or sold in a clearance or final-sale event.

19. Will I be charged a cancellation fee? No. Even where You refuse delivery of a prepaid order, You are refunded in full; no shipping charge is deducted.

E. Returns, Exchange and Refund

20. Can I return something because it does not fit? No. Size or fit dissatisfaction is not a ground for return where the garment matches the vendor’s stated size chart. Please check measurements carefully before ordering.

21. Can I return because I changed my mind, or the shade looks different on screen? No. Change of mind and minor colour variation arising from photography, lighting or screen settings are not grounds for return.

22. My product arrived torn / stained / broken. What now? Raise a claim within 48 hours of delivery with photographs and, for transit damage or a missing or wrong item, an unboxing video. We will arrange a free exchange.

23. What if the same item is out of stock and cannot be exchanged? You get a full refund of the amount paid, including shipping charges.

24. What if the replacement is also defective? You are entitled to a refund and need not accept a further exchange.

25. Why is an unboxing video required? It is the clearest way to establish that the parcel arrived damaged, tampered with, short or wrong. Please record a single continuous video from the sealed state of the parcel.

26. Which items can never be returned? Innerwear, lingerie, swimwear, socks and hosiery, pierced jewellery, cosmetics and fragrances, customised or altered products, final-sale items, and free gifts — except where a demonstrably wrong, counterfeit or materially non-conforming item is delivered.

27. In what condition must the item be? Unused, unwashed, unworn and unaltered, with all original tags, labels, packaging, accessories, freebies and the invoice.

28. How long does a refund take? Initiated within 48 hours of the returned item clearing quality check; credited within a further 7 working days depending on Your bank or payment provider.

29. How is a cash-on-delivery order refunded? By bank transfer to an account in Your own name. Refunds are not made in cash.

F. Shipping

30. How long will delivery take? Typically 2-4 working days to metro cities, 4–7 days elsewhere, and 7–12 days to remote areas, after dispatch. These are estimates, not guarantees.

31. Do you charge for shipping? Shipping charges, where applicable, are shown before You pay.

32. Can I track my order? Yes, under “My Orders”, once a tracking number is issued on dispatch.

33. What if nobody is home? Up to three delivery attempts are made. If all fail, the parcel returns to origin and a prepaid order is refunded in full.

34. My parcel is lost. What happens? If undelivered and untraceable for 15 days beyond the estimated date, it is treated as lost in transit and You receive a replacement or a full refund, at Your election.

G. Payment

35. What payment methods do you accept? Credit and debit cards, net banking and UPI, other modes as offered by our payment partner from time to time, and cash on delivery for orders from INR 1,000 to INR 5,000 where available.

36. Is my card data safe? We do not store complete card numbers or CVV. Cards are tokenised in accordance with Reserve Bank of India directions, and payments are processed by RBI-authorised payment aggregators.

37. Money was debited but my order was not confirmed. Such amounts are ordinarily auto-reversed within 5–7 working days. If not, contact Customer Support with the transaction reference.

38. Can I add my GST number to the invoice? Only at the time of placing the order. A GSTIN cannot be added afterwards.

39. Is cash on delivery always available? No. It depends on the PIN code and the order value, and a handling fee may apply. Repeated refusal of COD parcels may lead to withdrawal of the facility.

H. Privacy and Cookies

40. What data do you collect? Account and contact details, addresses, order and payment information, device and usage data, and, if You use the try-on, the image You upload. Full details are in the Privacy Policy.

41. Do you sell my data? No.

42. What rights do I have over my data? Under the Digital Personal Data Protection Act, 2023 You may obtain a summary of Your data, have it corrected or erased, withdraw consent, nominate someone to act for You, and complain to the Grievance Officer and thereafter to the Data Protection Board of India.

43. Can I refuse cookies? Strictly necessary cookies cannot be disabled, as the site will not work without them. Functional, analytics and advertising cookies are set only with Your consent, which You may change at any time through “Cookie Settings”.

I. Selling on the Platform

44. How do I become a vendor? Register through the Vendor portal and furnish Your constitution documents, PAN, GSTIN, bank details, KYC and brand authorisations. Approval is at Our discretion.

45. What does it cost? Registering and listing are free. On each unit sold the vendor pays a referral fee of set by the product’s category and its selling price — each category has price slabs, and the rate of the slab the price falls in applies to the whole price (see the Referral Fee Schedule); just above a slab’s starting price, the referral fee and the handling fee together rise by no more than 50% of the amount by which the price is above that starting price, until they reach the slab’s ordinary amount, so a higher price never leaves the Vendor with less, a GT charge of 1.5% and a payment collection fee of 2% of the selling price, and a handling fee (₹9 below ₹500; ₹14 from ₹500 to ₹999; ₹19 from ₹1,000 to ₹4,999; ₹25 from ₹5,000 to ₹19,999; ₹40 from ₹20,000), each plus GST at 18%, together with the courier’s actual charges. Optional plans, advertising, sponsorship and AI Try-On credits are charged as chosen. The referral rate for every category and price slab is on the Referral Fee Schedule. All charges are set out in Schedule II of the Vendor Terms and Seller Agreement, on the Seller Fees page and on the Vendor dashboard.

46. Who sets the price? The vendor, in its sole discretion. We do not influence or mandate prices.

47. When am I paid? Within the settlement cycle published on the Vendor dashboard, after deduction of fees, taxes, refunds and chargebacks. We collect TCS under Section 52 of the CGST Act, 2017 and deduct TDS under Section 194-O of the Income-tax Act, 1961.

48. Who is liable if a customer complains about a product? The vendor. The vendor is the seller of record and the product seller under the Consumer Protection Act, 2019, and indemnifies Us against such claims.

J. Complaints

49. How do I complain? Through “Help” on the Platform, or by e-mail to support@cloweshop.com. Escalation lies to the Nodal Officer and then to the Grievance Officer.

50. How quickly will you respond? Complaints are acknowledged within twenty-four (24) hours and disposed of within fifteen (15) days. Consumer complaints are acknowledged within forty-eight (48) hours and redressed within one (15) days. Complaints about obscene or morphed imagery are acted upon within twenty-four (24) hours.

51. What if I am still not satisfied? You may approach the National Consumer Helpline (1915), the Consumer Commission having jurisdiction, the RBI Ombudsman for payment matters, or the Data Protection Board of India for data matters.

52. Where will disputes be heard? Disputes are governed by Indian law, with the courts at New Delhi having exclusive jurisdiction and the seat of arbitration at New Delhi. This does not affect Your statutory right as a consumer to complain before the Commission where You reside or work.