FAQ

Hi there! Got some burning questions? Take a look at our FAQ and see if you can find what you need!

DO YOU HAVE A STORE I CAN VISIT?

Clotf.com is exclusively online! This means we can serve customers all across the globe but unfortunately, we don't have a physical location where you can come and try on garments before buying.

WHAT I HAVE TO DO WHEN I NEED YOUR SUPPORT?

please contact us at:

E-mail: info@clotf.com

Facebook Messenger: Click here

Instagram Direct: Click here

HOW DO I USE A COUPON CODE?

In step 1 of the checkout process, you will have the opportunity to enter any promotional or coupon code you may have in a blank at the top right of the page. The special savings will be reflected in your total price once you press the 'Apply' button.

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?

Please refer to our Shipping page for full details and information on shipping.

DO YOU SHIP TO INTERNATIONAL DESTINATIONS?

Yes! clotf.com is shipping to the whole globe!

I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION. WHAT SHOULD I DO?

We’re sorry to hear that. It’s possible the email has gone to your junk folder or maybe we have an incorrect email address for you. If this happens, please contact us straight away so we can verify whether the order has been placed and resend your confirmation.

I RECEIVED AN INCORRECT OR DAMAGED ITEM--WHAT SHOULD I DO?

Oh no! We are so sorry to hear about that but happy to help. Please contact us so that we may send you a new item or offer credit for your purchase.

WHERE DO I SEND RETURNS?

Please refer to our Returns page for full details and information on returns.

CAN I HAVE MY ORDER SHIPPED TO A PO BOX ADDRESS?

  • If you're ordering to the US, you can't select delivery to a PO Box on our Standard Delivery service.
  • We ship some brands from a different warehouse, so our couriers may be unable to deliver to the PO Box you selected. You will be notified if there are any issues with your delivery.
  • We are unable to deliver to PO Boxes on our Express Shipping service in the US.

CAN I HAVE MY PARCEL SHIPPED TO A BUSINESS ADDRESS?

We can ship to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods or you have a post recivation, as the parcel may need to be signed for. 

CAN I CANCEL MY ORDER?

If you need to cancel your order for any reason there are varying time limits depending on what shipping option you've chosen:

  • Express and Next-Day Shipping - 15 minutes after completing your order
  • Standard Shipping - 60 minutes after completing your order

To cancel your order, just follow these steps:

contact us.

P.S: When you place an order with CLOTF, the funds are reserved for us - we don't actually take the money until your order has been confirmed. If you cancel your order, we don't take the money however it may take up to 10 days for your bank or card issuer to make your funds available to you again.

 

I'M MISSING AN ITEM FROM MY ORDER, WHAT SHOULD I DO?

 

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

 

  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  •  You can also check if your order has been split into more than one parcel by contacting us.
  •  The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.
  •  If you’ve placed multiple orders within a few days of each other and are being shipped to the same delivery address, your orders may be have been combined and split across multiple parcels. You’ll be able to see whether they’ve been shipped together if the tracking information for each of the orders you’ve placed in the same.

 

If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

I RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?

 

We're sorry if you've received a faulty item. 

Please return the item to us as soon as possible so we can get this sorted for you. Don't forget to select 'Faulty' as your reason for return. 

If you're not able to create a return, please get in touch with Customer Care. 

Worn your favorite item one too many times? Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full. 

Please note - we're not able to send replacements for faulty items. 

 

 

I RECEIVED AN INCORRECT ITEM, WHAT DO I DO?

 

We want to sort out any issues with incorrect items straight away.

If one of the items you received isn't what you ordered, please send it back to us, and once inspected, we'll refund you as soon as it's arrived back at our warehouse.

To create your return, simply contact us.

For more information on how to return go to the return policy.

If you still want the item and it's still in stock, please order it through our website as normal. 

All returned items will be inspected upon arrival. If our Quality Control team are unhappy with the condition an item has been returned in (e.g. tags have been removed or there are signs of wear) and we’re unable to put it back into stock, we may not be able to accept your return and we may have to send it back to you. 

 

 

WILL YOU REFUND THE SHIPPING CHARGES ON MY PARCEL?

 

We'll refund what you paid for your order but not the shipping charge.

For more information on our Returns Policy, go to the return policy page.

 

 

DO YOU SHIP PARCELS TO APO OR FPO MILITARY ADDRESSES?

 

We currently not shipping to APO or FPO military addresses.

 

 

HOW WILL BREXIT AFFECT MY SHOPPING JOURNEY ON CLOTF?

 

There’s no need to worry – you can still place your orders and shop as normal on CLOTF. We’re taking every measure to ensure that the shopping experience remains unchanged. 

Will your prices go up?

We’re continuously reviewing our prices to make sure that we’re offering all the brands our customers love at competitive prices.  

Am I going to have to wait longer for my delivery?

We’ve put several measures in place to avoid any impact on delivery times, and we’ll communicate any unexpected delays as soon as possible. We’re always reviewing our propositions to make sure we’re offering the best services.

Will delivery cut-off times/prices change?

Occasionally we do have to make changes to delivery cut-off times to help us manage order volumes, but we’re not planning to make any changes as a result of Brexit. You’ll be able to see the most up-to-date cut-off times when you reach checkout, and we’re always reviewing our propositions to make sure we’re offering the best services – click here for details on the delivery services available.

Will Next-Day Delivery cut-off times/prices change?

Occasionally we do have to make changes to delivery cut-off times to help us manage order volumes, but we’re not planning to make any changes as a result of Brexit. You’ll be able to see the most up-to-date cut-off times when you reach checkout, and we’re always reviewing our propositions to make sure we’re offering the best services – click here for details on the delivery services available.

MY ORDER HASN'T ARRIVED, COULD YOU TELL ME WHERE IT IS?

 

1. Check the estimated delivery date

You’ll find this date in your Order Confirmation email.

Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, check your tracking.

2. Track your order

All you need to do is check for our email in your inbox.

3. I'm still waiting for my order

Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times) - our carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.

If your order doesn’t arrive, please let us know within 60 days of the date which your order should have been delivered and we’ll do our best to help you.

 

CAN I TRACK MY PARCEL?

 

  • All deliveries are sent with a trackable service
  • We'll send you a link with your tracking information once your parcel has left our warehouse
  • You can also track your orders by going to 17track.net and track your order by pasting your tracking number.

HOW DO DELIVERIES TO CANADA WORK?

 

Delivery to Canada is available on our Standard Delivery services.

How does Standard Delivery work?

  • Your order will arrive within 12-45 working days.
  • Delivery is available Monday - Friday (excluding weekends and public holidays).
  • Standard Delivery costs $6.95.
  • If your order has been sent with a trackable service, we'll email you a link to your tracking information once your parcel has been shipped from our warehouse.
  • Depending on the Delivery Partner, you might be presented with delivery options during delivery including changing your delivery date, requesting leave with the neighbor, requesting collect from a service point, requesting that your parcel is left safe, and requesting that your parcel is held for delivery on another date (for example if you're on holiday).

Please note that deliveries to the following territories may take longer than the time frames stated above due to their remote locations:

  • Newfoundland
  • Labrador
  • Northwest Territories
  • Nunavut
  • Yukon Territory
  • Saskatchewan

 

Just one more thing...

We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. CLOTF cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

 

 

HOW DO DELIVERIES TO MEXICO WORK?

 

Delivery to Mexico is available on our Standart Delivery service.

How does Standard Delivery work?

  • Your order will arrive within 16-50 working days.
  • Delivery is available Monday - Saturday (excluding public holidays) for orders placed before 14:00 Atlanta time.
  • Standard Delivery costs $6.95
  • We'll email you a link to your tracking information once your parcel has been shipped from our warehouse. 
  • Depending on the Delivery Partner, you might be presented with delivery options during delivery including changing your delivery date, requesting leave with the neighbor, requesting collect from a service point, requesting that your parcel is left safe, and requesting that your parcel is held for delivery on another date (for example if you're on holiday).

 

Just one more thing...

We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. CLOTF cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

 

 

WHICH COUNTRIES DO YOU SHIP TO INTERNATIONALLY?

 

We ship to over every country worldwide offering Standard Shipping to all and Express Shipping where possible.

 

Just one more thing....

We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. CLOTF cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

 

 

WHY HAS MY ORDER BEEN RETURNED TO CLOTF?

If your order has been returned to CLOTF by one of our delivery partners, it’s likely to be for one of the following reasons:

  • The parcel was refused.
  • Our delivery partner was unable to access the address after several attempts. 
  • The delivery address was incomplete.
  • The parcel was damaged in transit. 
  • The order was not collected from the pickup point within 10 days of it being delivered.

We’re really sorry your order hasn’t made it to you. If you’d still like the items and they’re still in stock, we recommend placing a new order to a delivery address that is easily accessible to our delivery partners.

Please allow up to 10 working days (excluding weekends and bank holidays) for your parcel to be delivered back to our warehouse and processed. All returns are subject to our original condition and fair use policies. 

 

 

WHERE CAN I FIND YOUR SIZE GUIDE?

We never want to send you something that doesn't fit properly and understand that sizing can sometimes differ between brand, that's why we have added for every product his own size chart.

 

 

CAN I GET MORE INFORMATION ON A PRODUCT?

 

We try to give you as much useful info as we can about all our products, including:

  • A detailed description, including what materials the item is made of
  • Information about the brand
  • Lots of pictures
  • A catwalk video (or a 360 degree video for shoes/accessories)
  • How the sizing works
  • How to care for your item

 

Where can I find the size guide?

There's also a link to our size guide on each product page.

 

 

CAN YOU TELL ME ABOUT CALIFORNIA’S PROPOSITION 65?

We provide this warning as a result of Proposition 65, the Safe Drinking Water and Toxic Enforcement Act of 1986, which was enacted to inform citizens in California about exposures to certain chemicals including some Phthalates.

For California residents only. WARNING: Certain products sold on CLOTF.com contain trace amounts of chemicals known to the State of California to cause cancer and birth defects or other reproductive harm.

 

 

WILL YOU BE GETTING MORE STOCK?

 

email us for info.

Just one more thing....

Please note, the back in stock feature is only available on the CLOTF app at the moment. If you're using our desktop or mobile site, we won't be able to let you know if an item is coming back into stock.

CAN YOU TELL ME MORE ABOUT YOUR RESPONSIBLE SHOPPING EXPERIENCE?

 

We want to give our customers the option to shop with sustainability in mind, without compromising their personal style. We're on a journey with sustainability, and our responsible edit is just the beginning of what we'll be offering as a business.

What do you mean by responsible?

'Responsible' refers to the products on CLOTF that have been produced with the environment in mind. These products are demonstrations of what we can do as a company, sourcing and designing products that reflect our ambition to be more sustainable and helping our customers to shop more sustainably.

Our responsible edit is currently made up of products that have been produced using recycled and sustainable materials and we'll be looking to expand our offering to include ethically conscious products in the future.

 

 

HOW CAN I FIND A SPECIFIC PRODUCT OR BRAND?

CLOTF offers thousands of products on our website with new items being added every single day. If you're looking for a specific product or brand here are some ways to find it.

Step 1: Use the search bar

Step 2: Browse by Category

 

DO YOU OFFER A WHOLESALE PRICES FOR BULK BUYING?

Email us for further information.