Care beyond Purchase

Your Complimentary Service

Every Kloch pair is eligible for one complimentary cleaning and leather conditioning service within the first 12 months from the date of purchase.

The service is intended to refresh the upper, remove accumulated surface dirt, replenish the leather and restore the overall appearance of the sneakers through professional cleaning and conditioning.

What The Service Includes

• Assessment: We first inspect the sneakers to understand the condition of the leather, sole, lining and other visible components before beginning any treatment.
• Cleaning: The sneakers are carefully cleaned to remove accumulated dust, everyday dirt and surface marks using methods appropriate for the materials used.
• Leather Conditioning: The leather is treated with suitable conditioning products to help replenish lost moisture and maintain its softness, flexibility and natural character.
• Finishing: After treatment, the sneakers are carefully finished and inspected to ensure they are returned in the best condition reasonably achievable through cleaning and conditioning.

How To Request The Service

Raising a request is simple. Please contact our Client Care team by email with the following details:

1. Subject: Care Beyond Purchase — Complimentary Service Request
2. Order details: Share your order number and the name used for the purchase.
3. Service request: Mention that you would like to use your complimentary Care Beyond Purchase service.
4. Condition photographs: Include a few clear photographs of the sneakers from the top, sides, heel and sole. This allows our team to review the condition before arranging the service.

Our Client Care team will review your request and reply within 48 hours with the next steps, including service coordination and collection or drop-off instructions, where applicable.

What The Service Can Restore

The purpose of this service is to clean, refresh and condition your sneakers. It is most effective for normal signs of use accumulated through regular wear.

Cleaning can improve the appearance of surface dirt, dust, light marks and general wear, while conditioning can help maintain the feel and appearance of the leather. The result will always depend on the age, usage, material condition and severity of wear.

What The Service Cannot Restore

• Major wear and tear: Severe abrasion, deep cuts, punctures, torn leather or significant structural damage cannot be restored through a cleaning and conditioning service.
• Permanent staining: Certain stains, chemical marks, ink, dye transfer, oil, paint and other set-in discoloration may remain even after professional treatment.
• Material deterioration: Cracking, peeling, separation, excessive drying or deterioration caused by age, improper storage, moisture or prolonged heat exposure may not be reversible.
• Structural repairs: Sole separation, broken components, damaged stitching and other repairs fall outside the scope of this complimentary service unless specifically confirmed by our Client Care team.

We believe in being precise about what a care service can achieve. Our team will not promise restoration where the underlying material or construction has been permanently damaged.

Before Your Sneakers Arrive

• Remove personal items: Please remove any inserts, accessories or items that are not part of the original pair before sending the sneakers for service.
• Keep them dry: Do not send the sneakers while they are wet or damp. Allow them to dry naturally before collection or drop-off.
• Preserve the shape: Where possible, keep the original box and dust bag and use them when storing or transporting the sneakers.

Our Care Standard

Your sneakers are treated individually rather than processed as a standard wash. Our team considers the leather condition, visible wear, construction and overall state of the pair before selecting the appropriate cleaning and conditioning approach.

The objective is not to make a well-worn pair look artificially new. It is to carefully refresh the sneakers while respecting the natural character of the materials and the way they have aged with you.

Service Eligibility

• One service per pair: The complimentary Care Beyond Purchase service may be used once per eligible pair.
• 12-month window: The service must be requested within 12 months of the original purchase date.
• Original purchase required: Eligibility is subject to verification of the original Kloch order or purchase record.
• Condition assessment: All requests are subject to inspection before service. Items that fall outside the scope of cleaning and conditioning may require a separate repair or restoration assessment.

Service Journey

1. Request: Email our Client Care team with the required details and photographs.
2. Review: We assess the photographs and confirm the next steps within 48 hours.
3. Collection / Drop-off: Once the request is approved, we coordinate the appropriate handover method based on your location and service availability.
4. Inspection: The sneakers are inspected when received so our team can determine the appropriate treatment.
5. Cleaning & Conditioning: The pair undergoes the complimentary care treatment.
6. Final Check: The sneakers are reviewed before being prepared for return.
7. Return: Your sneakers are returned following completion of the service.

A Note On Results

Leather is a natural material and every pair develops differently with use. Variations in grain, creasing, patina, colour and surface character are part of the material's natural development.

Our care service is designed to preserve and refresh that character—not erase it. Results may therefore vary from pair to pair depending on how the sneakers have been worn, stored and maintained.

Care Beyond Purchase

We believe ownership should extend beyond the moment of purchase. Care Beyond Purchase is part of that philosophy: a considered service intended to help you maintain your Kloch sneakers through their first year and beyond.

For assistance with your complimentary service, please contact our Client Care team using the subject line “Care Beyond Purchase — Complimentary Service Request”. We will respond within 48 hours with the next steps.