Clothoo.com (Clothoo L.L.C-FZ) is registered in Dubai, United Arab Emirates, where our international office is based. Our production facility in Sialkot, Pakistan makes, checks and dispatches every order. Office details are on the Contact Us page. In these terms "Clothoo", "we" and "us" mean Clothoo.com (Clothoo L.L.C-FZ).
These terms apply to every order placed on https://clothoo.com, by email with our sales team, or through a written quote. By placing an order you accept them. If you order for a school, team, company or brand, you confirm that you may order on its behalf.
Made to order garments are made for you. Check your design, sizes and address before you approve. You can change or cancel a website order within 24 hours of placing it and before production starts.
1. What We Make
Made to Order
Custom made, cut and sew jackets to your design: style, materials, colors, sleeves, lining, patches, embroidery, names, numbers and labels. Single jackets from the Design Lab, bulk orders for schools, teams and companies, and private label runs. Bulk pricing is on the wholesale jackets page.
In-Stock Jackets Ordered as Shown
These jackets are already in stock and ordered in the listed style, color, and size, with no changes. They skip the production wait. A plain jacket made after you order is made to order. Changing the color, even without a logo, makes it made to order. The same applies when you add a logo, name, patch, embroidery, or other detail. Check the size guide before choosing a size.
Your order confirmation shows which kind of garment you ordered. Where these terms differ between the two, the difference is stated.
2. Placing an Order
An order is accepted when we send the order confirmation email. Quotes for bulk and private label orders are valid for 14 days unless the quote says otherwise.
Bulk pricing starts at 10 jackets. Custom dyed fabric colors are available from 100 pieces and custom leather colors from 25 pieces. Private label neck tags carry a one-time setup fee of 50 USD for up to 100 jackets. These figures apply unless your written quote says otherwise and may change on future quotes.
We may refuse or cancel an order at any time before dispatch and refund it in full. Common reasons are artwork we cannot reproduce, no reply to our questions, a billing or shipping address we cannot verify, or a design that infringes someone else's rights.
3. Designs and Approvals
You are responsible for checking every detail of your design before you approve it: spelling, colors, sizes, placement, quantities and the shipping address.
For Design Lab orders, the live preview and your order summary are your design proof. Where a design needs it, our designer sends an embroidery or design sheet for approval before production.
For bulk and private label orders we confirm the specification in writing. Where the quote includes it, we make a pre-production sample first and production starts after you approve it in writing. Sample charges are stated in the quote.
Before dispatch we photograph the finished garments and send the photos to you for approval. Every order needs this approval before it ships. It is how we make sure a custom made garment arrives with no surprises. Dispatch waits for your reply, and a late reply moves the expected dispatch and delivery dates, so watch your email while your order is in production and reply as soon as you can.
Approvals are final. Once you approve a design, sample or set of photos, that approval is final for that stage. Changes after approval are a new instruction and may carry extra cost and time.
4. Logos and Rights
By sending us artwork, logos, names or photographs, you confirm that you own them or have permission to use them. School, team, league and brand logos need permission from their owner. We may ask for proof, and we may refuse or cancel an order that appears to infringe someone else's rights. You will cover any claim, cost or loss we face because of artwork you supplied.
You keep the rights to your own designs. We keep the rights to our patterns, templates, digitized embroidery files and photographs.
We may photograph finished work and show it on our website and social media. If you do not want your order shown, tell us in writing before production starts and we will keep it private.
5. Colors, Sizes and Quantities
We make every order in our own facility. Small differences are normal in garments made in small batches and are not defects.
Colors. Screen colors, printed swatches and finished garments can differ. Dye lots vary slightly between batches. Leather shows natural grain and marks.
Sizes. Finished measurements can vary by up to one inch (2.5 cm) from the size chart. Check the size guide before you order. For bulk orders, ask for a sizing sample or fabric swatches before production starts. Sample charges are stated in the quote.
Quantities. Bulk orders ship in the quantity ordered. If a piece fails our final check and cannot be remade in time, we tell you before dispatch and either remake it or refund it. We do not bill for pieces we do not ship.
Decoration. Embroidery thread colors are matched as closely as possible to your artwork. Very small text or fine detail may be simplified so that it embroiders cleanly. We tell you when this is needed.
6. Payment Terms
Every order, website or bulk, is paid in full before production starts. We do not start work on a deposit or a part payment.
Prices are in US dollars. The price shown at checkout, or on your quote or proforma invoice, is the price that applies. Prices do not include import duty, tax or customs charges in your country. See section 8.
Website orders are paid at checkout by Visa, Mastercard or PayPal. Card details are entered on the payment provider's secure page, and we do not see or store your full card number.
Bulk and private label orders are paid against a proforma invoice by Visa, Mastercard, PayPal or bank wire to the account of Clothoo L.L.C-FZ. Bank charges on a wire are paid by the sender. Production starts when the funds have cleared.
Invoices and receipts are issued by Clothoo.com (Clothoo L.L.C-FZ), Dubai, UAE, in the name given at checkout or on the quote.
If you have a question about a payment or a charge on your statement, tell us through the Contact Us page. We keep records of every order, approval and dispatch and share them with you and your bank on request.
7. Production and Delivery
Production and delivery are counted separately.
Production
Usually 2-4 Weeks
Starts once your order details are confirmed and payment has cleared. Rush production is available for an extra charge. You can select it at checkout when offered, or ask through the Contact Us page before placing your order. A rush slot is confirmed in your order confirmation or in writing before you order.
Delivery
3-10 Business Days
With FedEx, DHL or UPS, depending on the destination. Delivery time begins when the courier collects your order.
An in-stock jacket ordered exactly as shown skips production. A plain jacket made after you order, or one with a changed color or added detail, needs production time. Your order confirmation gives the expected dispatch date. Production and courier delivery are counted separately. See Shipping and Delivery for the full timeline.
Times are estimates. A delivery date is binding only when we confirm it in writing before you order. Missing information, late approvals, customs checks, weather and courier delays can add time. We tell you if your order is running late.
8. Shipping and Duties
Orders ship from our production facility in Sialkot, Pakistan with FedEx, DHL or UPS, with tracking. Tracking details are emailed at dispatch and are also available on the Track Order page.
We ship on DAP terms (delivered at place). You are the importer of record and you pay any import duty, tax, brokerage or customs charge in your country unless your written quote says otherwise. Since 29 August 2025 the United States charges duty on commercial shipments of any value, so customers in the United States should expect a duty invoice from the courier before delivery.
If you refuse a parcel, do not collect it, or give us an incorrect address, the courier may return it and charge us. A made-to-order jacket returned for one of these reasons is not refundable. For an in-stock jacket ordered exactly as shown, we deduct the return cost, any charges we paid, and the applicable restocking fee from the refund. Contact us if a delivery problem is outside your control.
Where we do not ship. We do not currently ship to Russia, Belarus, Ukraine, Iran, Syria, North Korea, Cuba or Israel, or to countries in Africa.
Risk in the goods passes to you when the courier delivers to your address. If a parcel is lost in transit, we work with the courier and, if it is not found, we remake or refund the order.
9. Reporting a Problem
Every package is insured. If the package arrives damaged, take photos before you open it and file a complaint with the courier straight away. Then tell us through the Contact Us page with the courier complaint number and your order number.
Check your order when it arrives. If an item is damaged, defective, or different from the approved order, contact us within 10 days of delivery with your order number and photos. We acknowledge your message within one business day and confirm the next step within two business days. Depending on the problem, we may remake the item, replace affected pieces, or offer a partial or full refund. We cannot offer local repairs because production is in Sialkot. After we approve a refund, we send it to the original payment method within 5-10 working days. Your bank or card provider may need more time to show the credit.
10. Cancellations and Returns
Made to order garments are made for you and cannot be returned, exchanged or refunded unless they are defective, damaged, or made incorrectly against the approved order details.
Changing or cancelling. You can change or cancel a website order free of charge within 24 hours of placing it and before production starts, through the Contact Us page, with your order number. After that the order cannot be cancelled or changed, because materials are cut and work has started. Bulk and private label orders can be cancelled without charge until the date stated in the quote or until we confirm that production has started, whichever comes first. After that, the cost of work done and materials bought for the order is deducted from any refund.
An in-stock jacket ordered exactly as shown can be returned or exchanged within 10 days of delivery if it is unworn, unwashed, and still has its tags and original packaging. Ask for a return authorization number before shipping it back. A change-of-mind return carries a restocking fee of 20 percent of the order total; an exchange does not. You arrange and pay for return shipping in both cases. We refund the returned item to the original payment method, and the replacement is a separate order and payment. A jacket made after you order, or changed in color or design, cannot be returned for size or preference. This does not remove the process for a damaged, defective, or incorrectly made item. After we approve a refund, we send it within 5-10 working days. Your bank or card provider may need more time to show the credit.
Full details are on the Returns and Exchanges page.
11. Your Account
Keep your account details accurate and your password private. You are responsible for orders placed through your account. Do not use the site in a way that breaks the law or harms the site or other users. Text, images and designs on the site belong to us or are used with permission and may not be copied for commercial use.
12. Our Responsibility
We are responsible for making and delivering your order as described. Our liability for any order is limited to the amount you paid for that order. We are not responsible for indirect losses such as lost profit or a missed event, except where the law does not allow this limit. Nothing in these terms removes rights you have as a consumer under the law of the country where you live.
13. Law and Disputes
These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have jurisdiction over any dispute, without prejudice to any mandatory consumer protection rights you have in your country of residence. Questions about a dispute can be sent through the Contact Us page. Most issues are settled by email without going further.
14. Changes and Contact
We may update these terms. The version in force when you place your order applies to that order. Questions about these terms: use the Contact Us page.