Help

 

Here you will find all the information you need but if you have more questions don't hesitate to contact us. Our intention is to give you an answer within 24 hours. Either drop us an email or you can also call us on (028) 38 348 047 during store opening hours.

 

Payments

Your privacy is important to us. According to the data protection act we will treat all such information including name, address and email in the strictest of confidence. It goes without saying, customer information will not be disclosed or shared with any third parties.

Cloth does not store your credit card, debit card or PayPal account details on its server or systems. Credit Card payments are processed by our payment provider Sage Pay and it is they who keep this information in order for us receive your payment and issue any refunds that might be necessary.  You can also now login and pay with your Amazon account, making shopping with us easier than ever.

 

Shipping & Billing Address match.

It is our preference to ship orders to the billing address of the card holder or a Paypal verified address.
We can appreciate that in some cases this is not always practical, e.g. gifts. 
However, in instances where the billing and shipping do not match we may contact you in order to obtain some further information before fulfilling your order. 
We have taken these steps in order to provide the safest possible experience when shopping online. We appreciate your co-operation in advance.  

Delivery

 

- For UK next day delivery please order before 12pm. We aim to ship all orders placed before 12pm same day. 

- We accept both domestic and International orders. Postage is calculated on the weight and destination of the items in your shopping cart. You will receive a confirmation email once your order has been shipped, including a tracking number and a link where you can check the status of your order.


- Estimated delivery times :
- UK : 1 Business Day (DHL Express)
- Europe : 2-3 Business Days (DHL Express)
- Rest of the World : 3-4 Business Days (DHL Express & Royal Mail)

- We offer free shipping for all UK orders over £95.

- For all UK orders under £95 delivery is charged at a flat rate cost of £3.95 via DHL Express service. Or for baskets up to the value of £50.00 an economy delivery option via Royal Mail (£1.99) is provided. 
- United Kingdom: DHL Next Day & Royal Mail Recorded Delivery.
- Europe and Rest of the World: DHL International Services
- Russian Customers : We use Royal Mail International Signed For Shipping. Delivery time is estimated at 5 working days, however please note delivery times may vary.
 
As these methods of shipping require the goods to be signed for on delivery, please make sure there will be somebody in to sign for the goods.
Please note that unfortunately at this time we do not deliver to Indonesia or PO Box addresses.

Can I collect My Order From Your Store?

Yes, simply proceed through the checkout as normal and print off your order confirmation or order number & bring it with you to the store. Please notify us immediately after placing your order via phone or email that you intend to collect your item(s) from the store.
You will be initially charged the standard shipping cost (e.g. UK £5.95). We will refund this amount back to your credit card or Paypal account once the parcel has been collected.

Should you choose to have the item shipped at a later point, we will notify you of any further shipping costs that may occur.

Size Guides:

Our product size guides displayed are simply as they state, guides. However, we are more than happy to help if you require exact measurements of any of our products shown. Please don’t hesitate to contact us and we will endeavour to help with your measurement request as quickly as possible.

Returns
FREE and convenient UK returns with CollectPlus

You can now use CollectPlus to return your parcels to us!
CollectPlus is a convenient way to return parcels via local shops, petrol stations, universities and shopping centres, and it is a service trusted by thousands of busy people every day. There are over 5,800 CollectPlus stores, open from early in the morning until late in the evening, 7 days a week.

Simply visit https://www.collectplus.co.uk/bycloth to find your local CollectPlus store and to obtain your returns label.
Enter your order number (4-digits) and your email address, then print and attach the label to your parcel, ensuring any outbound delivery labels are removed or covered. Drop off your parcel in your chosen store, where you will be given a receipt with a tracking code. You can track your parcel yourself, at https://www.collectplus.co.uk/track/new

Please note, you must obtain and stick your returns label to your parcel before taking your parcel into a CollectPlus store. CollectPlus will not accept responsibility for parcels handed into a store without a CollectPlus returns label.
You can return parcels with cabin baggage dimensions 60 x 50 x50cm and up to 10 kg using CollectPlus
You can find your nearest CollectPlus store by clicking here (insert URL https://www.collectplus.co.uk/store_locator) and use the ‘Find a store’ search at the top of the page. Alternatively, you can text COLLECT and your postcode o 84555 (e.g. COLLECT WD17 1HP). Texts from 84555 are free to receive. Texts to 84555 are charged at your standard network rate. Full terms and conditions can be viewed here (insert URL http://www.collectplus.co.uk/smsterms)
Returns must be made within 21 days after you have received your package.

Goods must be returned in perfect resalable condition, complete with all original tags and packaging (shoebox etc).

Once the item returned has been inspected by us you will be entitled to receive an exchange or a refund as requested by you. We will issue you with a full refund of your original order amount as per your statutory rights. We reserve the right to issue refunds minus the original postage costs on returns received and/or notified outside this 21 day period. Refunds will be issued by us within 48 hours of receipt of your item(s) at the shop. Depending on your bank please allow up to 1-3 weeks for credit to appear on your statement.

International Returns:

International Returns must be covered by the customer.  When returning items from outside the EU please be sure to include 'Returns Department' prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by UK customs, allowing us to process it far more quickly.

Unfortunately failure to do this will result in the parcel being held by UK Customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released. This is a non-refundable charge.

SALE Items:

We’ll happily accept a return on sale items for refund or exchange as per our general (14 days, no evidence of wear, tags attached) returns policies explained above.

* For a full list of our Terms & Conditions please see our Help page.
Faulty Goods

The same 21 day policy applies to faulty goods too. Generally if something's going to go wrong it will go wrong quickly if its a manufacturers defect.

We can't accept returns due to excessive wear of a product.

All items returned as faulty are subject to inspection by us before we can confirm if they are indeed faulty. Sometimes we will need to send the goods back to the manufacturer for an additional inspection. This can take a little bit of time and we apologize in advance for this. 

If a replacement item is available we will happily cover any future postage costs incurred. Additionally, we will reimburse the costs of returning a faulty item once any defects have been inspected by us.

Availability

We endeavour to keep the website as up to date as possible and ensure all items are in stock. In the unlikely event we receive an order for an out of stock item you will be informed as quickly as possible and offered a full refund or alternative item.

If we are only able to fulfill part of your order, payment will be taken for your whole order, then on dispatch a full refund for the unavailable goods will be made.

 

TAX Free Shopping

Customers ordering from outside the European Union will receive a 20% VAT discount on their order. This is applied at checkout once you have given your delivery details.

To work out the price with the VAT Discount applied, divide the displayed price by 1.2. Please note this is slightly different to simply reducing the price by 20%.

Customs & Import Charges

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Please note that this is the main reason non-EU customers receive a 20% VAT discount.

Any parcels returned to us due to customs charges being higher than expected, we reserve the right to refund the transaction minus all costs incurred.