FREQUENTLY ASKED QUESTIONS

Most Frequently Asked:

How long will my order take to reach me?
How do I track my order once it is despatched?
I’m an international customer. How much is the item in my currency?
How do I know what size I need?
How does your returns policy work?
I think you’ve sent me faulty goods. What should I do?
I am not confident about giving my details from my computer. What should I do?
What does my order status mean?
How can I contact you?

Your question not here? Please try Other Questions

How long will my order take to reach me?

We despatch all orders within 24 hours of receiving fully verified payment details. Premium and Express orders will be received within one further working day and all standard UK orders will be received within a further 2 working days, unless the carrier has difficulties delivering your order. If your payment details are not fully verified we may accept your order but there may be a delay in fulfilling your order while we get further verfication of your payment details. Please click here for more information.

We constantly review our choice of carrier to ensure the very highest service levels for our customers. Our present carriers currently provide excellent service levels for our deliveries - over 99% of orders are delivered within the specified timed slots.

For more information about deliveries, or to find out the cost and times of delivery to international customers, please see our Deliveries section.

How do I track my order once it is despatched?

If your order has been despatched from our depot, it will be processed at the carrier distribution depot later that day. At this point all customers will receive an email informing them of their unique tracking reference number which they can use to track their parcel.

I’m an international customer. How much is the item in my currency?

All of our prices are displayed in the British currency, the Great British Pound (GBP £). To convert the prices on our website into your currency please click on the link below to open a new window with a currency conversion calculator. Please note however that all these conversions are approximations, as it is your bank or credit company that determines the final and exact exchange rate, which also depends on the date you place your order.

Click here for xe.com - A currency conversion site

For any more information about placing an international order please see our International Orders page.

How do I know what size I need?

All of our sizes are displayed in UK or European sizes, if you need to convert from another size type please use our size chart.

How does your returns policy work?

We offer a no questions asked returns policy which means that you can return your goods at any point within seven days after you have received them, for a refund or an exchange. Your goods do of course need to be completely unworn with the labels still attached, for more detailed information about how to return goods and our returns policy please see our Returns page.

I think you’ve sent me faulty goods. What should I do?

The decision as to whether the goods are truly faulty has to be made by one of our experienced Senior Retail Managers or with the expert opinion of the Manufacturers Representative. If the goods are faulty we will cover all reasonable postage costs and gladly replace the goods, or offer a full refund. (To ensure efficient processing please let us know the postage costs as soon as possible.) If however it is thought that the goods have been damaged or tampered with, or have had excessive wear, no exchange will be granted and all postage/shipping costs will have to be covered by the customer.

To discuss whether it is likely you have a genuine claim that the goods you have received are faulty please contact one of our customer services representatives directly on Free Phone 0800 0193300, or on +44 121 237 5510 for international or Southern Ireland Customers. The phone lines are open from 10am to 5pm Monday to Saturday, and 10.30am to 5pm Sunday (except for UK bank holidays). They will then be better able to advise you whether or not we are likley to be able to make a claim for a product fault and then how to proceed.

Note: If you are returning any goods from Europe or Worldwide, particularly the USA, please note on the package that they are RETURNED GOODS.

I am not confident about giving my details from my computer. What should I do?

The most secure method of sending your credit card details to us is via the Secure Server on our Website. All information is encrypted and can not even be seen by any members of our staff – we can only authorise your bank to release the payment. If you wish, you may speak directly to a customer services representative over the phone and they can process your order for you. Free Phone 0800 0193300, or on +44 121 237 5510 for international or Southern Ireland Customers. The phone lines are open from 10am to 5pm Monday to Saturday, and 10.30am to 5pm Sunday (except for UK bank holidays).

What does my order status mean?

For a full explanation of all order statuses, please see our Order Status Explained page.

How can I contact you?

For our address, phone numbers, and email address, please see our Contact Us page.

Other Questions:

Where are you based?
Do you have a retail store as well?
What are your terms and conditions?
How do you protect my security?

Where are you based?

Cloggs.co.uk is located in Birmingham in the UK, our address for correspondence and returns is:

Cloggs.co.uk
7th Floor, The Charters
102 New Street
Birmingham
United Kingdom
B2 4HQ

Do you have a retail store as well?

Yes, we retail from two locations: one store at the Bullring and one at The Oasis Fashion Departement Store both in Birmingham City Centre.

What are your terms and conditions?

To read our full terms and conditions please click here.

How do you protect my security?

We take security issues very seriously and our customer services team is fully trained to prevent fraudulent transactions. We are also verified as secure by Datacash and Verisign. We will never pass on or sell your details to other companies, or collect sensitive information about you without your explicit consent. To read all about how we protect your privacy and transactions, please click here.