FAQ
Spedizioni
Quanto tempo richiede la consegna?
Quanto tempo richiede la consegna?
I tempi di consegna variano a seconda della destinazione. Per le spedizioni standard nei Paesi Bassi, l’ordine dovrebbe arrivare entro 1-2 giorni lavorativi. I tempi di consegna per gli ordini internazionali variano a seconda della destinazione. I periodi di maggiore affluenza, come i saldi, le festività e i periodi di temperature elevate, possono causare ritardi.
Quanto costa la spedizione?
Quanto costa la spedizione?
I costi di spedizione variano a seconda della destinazione. Per visualizzare i costi di spedizione, aggiungi semplicemente gli articoli al carrello, procedi al checkout e inserisci il tuo indirizzo di spedizione. Le spese di spedizione applicabili verranno visualizzate prima di completare l’ordine.
Offrite la spedizione gratuita?
Offrite la spedizione gratuita?
Offriamo la spedizione standard gratuita per ordini superiori a €50 nei Paesi Bassi, in Belgio e in Germania. Per il Lussemburgo, la spedizione gratuita si applica agli ordini superiori a €100. Per ordini di importo inferiore e per altre destinazioni, verranno applicate le spese di spedizione standard.
Spedite in tutto il mondo?
Spedite in tutto il mondo?
Attualmente effettuiamo spedizioni nei Paesi dell’UE. I costi e i tempi di spedizione variano a seconda della destinazione. Per informazioni dettagliate e per verificare se effettuiamo spedizioni nel tuo Paese, procedi al checkout e inserisci il tuo indirizzo di spedizione.
Offrite la spedizione espressa?
Offrite la spedizione espressa?
No, non offriamo opzioni di spedizione espressa.
Posso modificare l’indirizzo di consegna dopo aver effettuato un ordine?
Posso modificare l’indirizzo di consegna dopo aver effettuato un ordine?
Se hai bisogno di modificare l’indirizzo di consegna, contattaci immediatamente inviando un’e-mail a service@mycloby.com e indicando il numero d’ordine che inizia con CLOBY-. Se il tuo ordine non è ancora stato elaborato, faremo del nostro meglio per aggiornare l’indirizzo. Tuttavia, non possiamo garantire che sia ancora possibile, poiché il nostro magazzino potrebbe elaborare e spedire l’ordine prima che il nostro servizio clienti riesca ad aggiornare l’indirizzo nel sistema.
Tracciamento della spedizione
Dov’è il mio ordine?
Dov’è il mio ordine?
Una volta preparato il tuo ordine, ti invieremo un’e-mail di conferma con un link per il tracking. Fai clic sul link per visualizzare gli ultimi aggiornamenti sul tuo ordine e la data di consegna prevista.
Come posso tracciare il mio ordine?
Come posso tracciare il mio ordine?
Una volta preparato il tuo ordine, ti invieremo un’e-mail di conferma con un link per il tracking. Fai clic sul link per visualizzare gli ultimi aggiornamenti sul tuo ordine e la data di consegna prevista.
Come posso ottenere il mio numero di tracking?
Come posso ottenere il mio numero di tracking?
Il tuo numero di tracking ti verrà inviato via e-mail quando il tuo ordine sarà stato spedito. Se non hai ricevuto l’e-mail, controlla la cartella spam. Se non la trovi, contatta il nostro servizio clienti inviando un’e-mail a service@mycloby.com con il tuo numero d’ordine che inizia con CLOBY- per ricevere ulteriore assistenza.
Perché non riesco a tracciare il mio ordine?
Perché non riesco a tracciare il mio ordine?
Se non riesci a tracciare il tuo ordine, potrebbero esserci diversi motivi: le informazioni di tracking potrebbero non essere ancora disponibili, il numero di tracking potrebbe essere errato oppure potrebbe esserci un ritardo nell’aggiornamento del sistema di tracking.
Attendi fino a 24 ore dalla ricezione dell’e-mail di conferma della spedizione affinché le informazioni di tracking diventino disponibili. Se continui ad avere problemi, contatta il nostro servizio clienti inviando un’e-mail a service@mycloby.com con il tuo numero d’ordine che inizia con CLOBY- per ricevere ulteriore assistenza.
Ordini & Pagamenti
Posso modificare o aggiungere qualcosa al mio ordine?
Posso modificare o aggiungere qualcosa al mio ordine?
Una volta effettuato un ordine, possiamo apportare modifiche solo se l’ordine non è ancora stato elaborato. Contatta immediatamente il nostro servizio clienti inviando un’e-mail a service@mycloby.com dopo aver effettuato l’ordine e indicaci il tuo numero d’ordine che inizia con CLOBY-. Faremo del nostro meglio per apportare la modifica richiesta al tuo ordine. Tuttavia, non possiamo garantire che sia ancora possibile, poiché il nostro magazzino potrebbe elaborare e spedire l’ordine prima che il nostro servizio clienti riesca ad aggiornarlo nel sistema.
Quali metodi di pagamento accettate?
Quali metodi di pagamento accettate?
Accettiamo diversi metodi di pagamento, tra cui iDEAL/Wero, Visa, MasterCard, American Express e PayPal. Ti ricordiamo che non accettiamo assegni personali né vaglia postali.
Quali sono gli orari del servizio clienti e quando posso aspettarmi una risposta?
Quali sono gli orari del servizio clienti e quando posso aspettarmi una risposta?
Il nostro servizio clienti è disponibile dal lunedì al venerdì durante il normale orario lavorativo. Cerchiamo di rispondere a tutti i messaggi entro 1–2 giorni lavorativi. Per ricevere una risposta il più rapidamente possibile, inviaci un’e-mail a service@mycloby.com e includi il tuo numero d’ordine che inizia con CLOBY-.
Codici sconto
Come posso applicare i codici promozionali/sconto?
Come posso applicare i codici promozionali/sconto?
Per applicare un codice promozionale o sconto, procedi al checkout e inserisci il codice nel campo “Codice sconto”. Fai clic su “Applica” per visualizzare il nuovo totale prima di completare l’ordine. È possibile utilizzare un solo codice per ordine.
Il mio codice promozionale non funziona.
Il mio codice promozionale non funziona.
Il codice promozionale inserito potrebbe non funzionare a causa di un errore nell’inserimento (verifica di aver inserito correttamente lettere e numeri), di condizioni specifiche (come un importo minimo di spesa) o della data di scadenza. È possibile utilizzare un solo codice per ordine. Se continui a riscontrare problemi, contatta il nostro servizio clienti inviando un’e-mail a service@mycloby.com per ricevere assistenza.
Ho dimenticato di aggiungere un codice promozionale, ma ho già effettuato un acquisto.
Ho dimenticato di aggiungere un codice promozionale, ma ho già effettuato un acquisto.
Se hai dimenticato di applicare un codice promozionale al checkout, contatta il nostro servizio clienti il prima possibile inviando un’e-mail a service@mycloby.com con il tuo numero d’ordine che inizia con CLOBY-. Il nostro team provvederà a effettuare il rimborso. Ti ricordiamo che lo sconto di benvenuto è applicabile a un solo ordine per cliente.
Mi sono iscritto alla newsletter, ma non ho ricevuto lo sconto di benvenuto.
Mi sono iscritto alla newsletter, ma non ho ricevuto lo sconto di benvenuto.
Controlla anche la cartella spam/posta indesiderata. Se non trovi l’e-mail di benvenuto nemmeno lì, contattaci all’indirizzo service@mycloby.com.
Mi sono iscritto alla newsletter, ma lo sconto di benvenuto non è stato applicato al mio ordine.
Mi sono iscritto alla newsletter, ma lo sconto di benvenuto non è stato applicato al mio ordine.
Lo sconto di benvenuto non viene applicato automaticamente al tuo primo ordine. Dopo esserti iscritto alla newsletter, riceverai un’e-mail da parte nostra (controlla anche la cartella spam) contenente il codice. Inseriscilo al momento di completare l’ordine.
Resi & Rimborsi
Qual è la vostra politica di reso/cambio?
Qual è la vostra politica di reso/cambio?
Accettiamo resi entro 28 giorni dalla ricezione. Gli articoli devono essere nelle condizioni e nella confezione originali. Per maggiori informazioni, consulta la nostra Informativa sui rimborsi.
Come posso effettuare un reso?
Come posso effettuare un reso?
Per effettuare un reso, visita il nostro Portale resi e inserisci il numero d’ordine e il tuo indirizzo e-mail.
Come posso effettuare un cambio?
Come posso effettuare un cambio?
Non offriamo il cambio diretto degli articoli. Puoi restituire il tuo ordine originale ed effettuare un nuovo ordine nel nostro webshop. Per effettuare un reso, visita il nostro Portale resi e inserisci il numero d’ordine e il tuo indirizzo e-mail.
Chi paga le spese di spedizione per il reso?
Chi paga le spese di spedizione per il reso?
Le spese di spedizione per il reso sono a tuo carico.
Posso organizzare autonomamente la spedizione del reso?
Posso organizzare autonomamente la spedizione del reso?
Yes, you are welcome to return your order using your own shipping method instead of purchasing a return label through our return portal. If you choose to arrange the return yourself, please make sure to include your order number and contact details with the returned items so we can identify and process your return correctly. Please see our detailed Refund policy for more information. Please note that you are responsible for the shipment until it reaches our warehouse, so we recommend using a tracked shipping service.
How do I get a refund?
How do I get a refund?
Refunds are processed upon receipt and inspection of the returned item. Please allow up to 10 business days for your refund to be credited back to your original form of payment.
Order & Delivery Issues
My package is delayed. What should I do?
My package is delayed. What should I do?
Please check your tracking link first for the latest updates. If there has been no update for several days and your order hasn’t arrived, please contact our customer support team by sending an email to service@mycloby.com with your order number starting with CLOBY- so we can look into this for you.
Order is marked delivered but not here.
Order is marked delivered but not here.
If your order is marked as delivered but you haven’t received it, please check around your delivery location and with your neighbours. Sometimes carriers mark parcels as delivered before they are physically delivered, and the package may arrive within the next 2–3 business days. If you still haven’t received your order after 2–3 business days, please contact our customer support team by sending an email to service@mycloby.com for assistance.
What is your cancellation policy if I want to cancel my order?
What is your cancellation policy if I want to cancel my order?
If you need to cancel your order, please contact us immediately by sending an email to service@mycloby.com with your order number starting with CLOBY-. If your order has not yet been processed, we will cancel it and issue a full refund. If the order is already processed, please refer to our Refund policy.
What should I do if I receive the wrong item?
What should I do if I receive the wrong item?
We apologize for any inconvenience caused. If you receive an incorrect item, please contact our customer service team as soon as possible by sending an email to service@mycloby.com and include a photo of the item you received. Once we have reviewed the information, we will arrange for the correct item to be sent to you and provide instructions for returning the incorrect item.
I received the right product but in the wrong size/style/color.
I received the right product but in the wrong size/style/color.
We apologize for any inconvenience caused. If you receive an incorrect item, please contact our customer service team as soon as possible by sending an email to service@mycloby.com and include a photo of the item you received. Once we have reviewed the information, we will arrange for the correct item to be sent to you and provide instructions for returning the incorrect item.
What should I do if my order arrives damaged?
What should I do if my order arrives damaged?
We apologize for the inconvenience. Please take a photo of the damaged item and email it to our customer service department by sending an email to service@mycloby.com with your order number starting with CLOBY- so we can resolve the issue.
What should I do if an item is missing from my order?
What should I do if an item is missing from my order?
We’re sorry to hear that you’re experiencing issues with your order. Please check your confirmation emails to ensure all items were included in your order. If an item is missing, please contact our customer service team immediately by sending an email to service@mycloby.com with your order number starting with CLOBY- so we can resolve the issue.
What can I do if my item doesn’t fit?
What can I do if my item doesn’t fit?
If the item you purchased does not fit, you can return it for a refund. We don’t offer direct exchange but you can place a new order for a different size. Please refer to our Refund policy for details on how to initiate a return.
Product Information
Where can I find sizing information?
Where can I find sizing information?
For detailed sizing information, please visit our Sizing Guide page.
Where can I buy Cloby products in-store?
Where can I buy Cloby products in-store?
Cloby products are available at selected retailers across the EU. Use our Store Locator to find the nearest stockist. Prefer to shop online? You can always order directly through our webshop at cloby.com.
Up to what size is Cloby clothing available?
Up to what size is Cloby clothing available?
Our current clothing sizes go up to size 104 (3–4 yr). Only our ponchos are suitable for children up to 5 years old. Please check the Sizing Guide page to see the exact sizes. We hope to add larger sizes to our collection in the future.
At what age can my child wear Cloby UV clothing?
At what age can my child wear Cloby UV clothing?
Our clothing range starts from newborn sizes and currently goes up to size 104 (3–4 years). Our ponchos are suitable for children up to 5 years old. Please check our Sizing Guide for exact measurements. The UV blanket and swaddle clips can be used from birth onwards.
What are the materials used in the Cloby fabric?
What are the materials used in the Cloby fabric?
Our UPF 50+ fabrics are made of organic cotton, bamboo and elastane. We have magnetic clips and stroller hooks made of leather and/or canvas. And the labels on our UV blankets and poncho’s are made of PU leather, a vegan option.
About our UPF 50+ fabric
What does UPF 50+ mean?
What does UPF 50+ mean?
UPF 50+ stands for Ultraviolet Protection Factor 50. It is a classification for clothing and textiles indicating that the material blocks at least 98% of all harmful UV radiation (UVA and UVB).
Does UPF 50+ clothing fully protect against the sun?
Does UPF 50+ clothing fully protect against the sun?
UPF 50+ clothing provides very effective protection against UV radiation, blocking over 98% of harmful UVA and UVB rays. However, we always recommend combining it with additional sun protection measures such as sunscreen on exposed skin, a hat, and avoiding direct midday sun, especially for babies and young children with sensitive skin.
Why should I choose bamboo fabric for my baby?
Why should I choose bamboo fabric for my baby?
Our fabric is a blend of organic cotton and bamboo, chosen with sensitive baby skin in mind. Bamboo is naturally soft, hypoallergenic, and thermoregulating, meaning it keeps your baby cool in warm weather and warm when it’s cooler. It’s also highly breathable and moisture-wicking, making it ideal for active little ones. And because our fabric is OCS (Organic Content Standard) certified, you know exactly what’s going on your child’s skin.
Aren't the clothes too warm to wear on hot days?
Aren't the clothes too warm to wear on hot days?
Our UV clothes are made from a unique blend of bamboo and organic cotton, which is naturally breathable, soft, and temperature-regulating. This makes the fabric particularly comfortable to wear on warm and sunny days. The material allows air to circulate and helps prevent overheating better than many synthetic UV-protective fabrics.
That said, on exceptionally hot days, even lightweight clothing can sometimes feel warm. We recommend checking your child's temperature regularly, ensuring they stay well hydrated, and seeking shade whenever possible during extreme heat.
Does the UV protection remain effective after washing?
Does the UV protection remain effective after washing?
Yes, the UV protection is incorporated into the fabric and not added by any chemical additive. The sun protection remains intact, even after frequent washing according to our Care Guide.
What certifications do Cloby fabrics have?
What certifications do Cloby fabrics have?
Our fabrics are certified according to OEKO-TEX® Standard 100, ensuring they have been tested for harmful substances and are safe for babies and young children.
Our UV-protective fabrics have been independently tested in accordance with EN 13758-1 and provide UPF 50+ protection, blocking over 98% of harmful UV rays.
Products made with organic cotton contain cotton certified under the Organic Content Standard (OCS), which verifies the presence and traceability of organically grown cotton throughout the supply chain.
Why aren’t Cloby products UV Standard 801 certified?
Why aren’t Cloby products UV Standard 801 certified?
Cloby’s UV-protective fabrics are independently tested by TÜV according to EN 13758-1, the European standard used for UV-protective clothing. These tests confirm that our fabrics provide UPF 50+ protection, blocking more than 98% of harmful UV rays.
The EN 13758-1 test results are independently verified by TÜV, one of the world’s leading testing and certification organizations. This is the standard used within Europe to assess and substantiate UV protection claims for clothing.
Our fabrics achieve the highest UPF classification under this standard: UPF 50+. When used as intended and cared for according to our instructions, Cloby products provide reliable sun protection for babies and children.
What’s the best way to care for this product?
What’s the best way to care for this product?
To maintain the quality of your product, for our fabrics we recommend delicate machine wash cold. For more detailed care instructions, please visit our Care Guide.
About the UV Blanket & Swaddle Clips
Is it safe to use the Cloby UV Blanket on my stroller?
Is it safe to use the Cloby UV Blanket on my stroller?
Yes, when used as intended. However, it is important never to completely cover a stroller with any blanket or cloth. A fully covered stroller can trap heat and reduce airflow, causing the temperature inside to rise quickly and increasing the risk of overheating.
That's why the Cloby UV Blanket is designed with convenient snap buttons. These allow you to securely attach the blanket to the stroller while leaving enough space for continuous airflow. This provides shade and UPF 50+ sun protection while helping to maintain ventilation inside the stroller.
On hot days, never place or leave the stroller in direct sunlight, even when using the UV Blanket. Whenever possible, keep the stroller in the shade, check your baby's temperature and comfort regularly, and never leave your baby unattended.
What can I use the UV blanket for?
What can I use the UV blanket for?
The Cloby UV blanket is one of our most versatile products. Here are just a few ways to use it:
- Stroller cover: drape it over the stroller to shield your baby from direct sun, wind, and insects
- Nursing cover: use it for a little privacy on the go
- Playmat: lay it down at the beach or in the park
- Swaddle: wrap your newborn snugly during naps
- Car seat cover: block out sun and keep your baby comfortable on the road
The blanket features snap buttons along the edges, which allow you to attach it securely to your stroller using our swaddle clips, so it stays in place even on the move.
How does the poncho differ from the UV blanket?
How does the poncho differ from the UV blanket?
Both products offer UPF 50+ sun protection and are made from our soft organic cotton and bamboo fabric, but they serve slightly different purposes. The UV blanket is a flat, versatile cloth that can be used as a stroller cover, swaddle, playmat, nursing cover, or car seat cover. The poncho is a wearable cover-up designed to be worn directly by your child, making it ideal for the beach, pool, or outdoor activities. The poncho is also available in sizes suitable for children up to 5 years old.
What are the swaddle clips and how do they work?
What are the swaddle clips and how do they work?
Our swaddle clips are magnetic stroller clips designed to attach your UV blanket (or any other blanket) securely to your stroller. They work by snapping onto the fabric of the stroller canopy or frame, holding the blanket in place without the need for fiddling with knots or ties. The magnetic closure makes them easy to attach and remove with one hand, even when you’re holding your baby with the other.
Do I need swaddle clips to use the UV blanket?
Do I need swaddle clips to use the UV blanket?
The swaddle clips are not required to use the UV blanket, it works perfectly well on its own as a swaddle, playmat, or cover. However, if you want to attach it securely to your stroller, the swaddle clips are highly recommended. They keep the blanket firmly in place so it won’t slip or blow away, giving you one less thing to worry about.
Are swaddle clips included when I order a UV blanket?
Are swaddle clips included when I order a UV blanket?
The swaddle clips are sold separately. You can find them on our Swaddle Clips page. This way you can choose the clip color that best matches your blanket, or pick them up as an add-on if you already own one of our blankets.
Can I use the swaddle clips with a non-Cloby blanket?
Can I use the swaddle clips with a non-Cloby blanket?
Absolutely. The swaddle clips work with any blanket or muslin cloth, not just Cloby products. As long as the fabric can be folded and clamped between the magnetic sides of the clip, it will work. They’re a great addition to any stroller setup.
How many swaddle clips do I need?
How many swaddle clips do I need?
Our swaddle clips are sold in sets of 2, which is enough to attach a blanket securely to your stroller, one clip on each side. Some parents like to have two sets (4 clips) so they can attach a blanket on the top of the stroller hood as well as on the side, or simply to have a spare set in a different color.
Gift cards & Gifts
How do I purchase a gift card?
How do I purchase a gift card?
Our gift cards are available in various amounts and can be found at our Giftcard Section, where you can choose the amount and complete the purchase. The gift card will be directly emailed to you or to the specified recipient. The gift card is valid for our full collection and can only be used in our webshop.
How do I use a gift card for my purchase?
How do I use a gift card for my purchase?
To use a gift card, enter the code in the ‘Gift Card or Discount Code’ box at checkout. The value of the gift card will be deducted from your order total.
Can I send my order as a gift to a different address?
Can I send my order as a gift to a different address?
Yes! During checkout you can enter a different delivery address. This way your order will be shipped directly to the recipient. Please note that we currently do not offer gift wrapping or personalized gift messages.
Contact Information
How can I contact Cloby?
How can I contact Cloby?
For any questions about your order, our products, returns, or anything else, you can reach us at service@mycloby.com or via the Contact Form on our website. We'll get back to you as soon as possible.
What are your customer service hours?
What are your customer service hours?
Our customer service team is available Monday through Friday during regular business hours. We aim to respond to all messages within 1-2 business days. We are closed on weekends and public holidays.
I have a press request or collaboration inquiry. Who should I contact?
I have a press request or collaboration inquiry. Who should I contact?
For press requests or collaborations, please reach out to us at marketing@mycloby.com and we'll get back to you as soon as possible.
I'm interested in becoming a Cloby reseller. How do I get in touch?
I'm interested in becoming a Cloby reseller. How do I get in touch?
We'd love to hear from you! For reseller inquiries, please contact us at service@mycloby.com or visit our B2B Registration page.
