For our different delivery options please click here.
For explanation of your order status please click here.
Delivery times may be longer if you live in a remote area of the UK. To find out if you have a 'remote postcode' and how the delivery times are affected please
Click Here
Speed of delivery
It is one of our critical aims as an online shop to deliver your goods as quickly as it is possible to do so. However, there are two processes that affect how quickly your order reaches you: 1) Time to despatch from placing order, which Cloggs.co.uk is responsible for and 2) Time to deliver from despatch, which is handled by our carriers Parcelforce in the vast majority of cases.
Time to despatch from placing order (Cloggs.co.uk)
If you order before 2pm on a weekday you can expect us to despatch goods within 24 hours of placing your order or sooner in most cases (Same working day for all UK Express options and Saturday - if ordered on the Friday). You will first be informed by email that your order is 'released for despatch' and your order will have a status of 'fulfilment in progress'. The vast majority of our orders are handled in this way.
There are two main reasons why orders are not despatched within these timeframes:
i) Incomplete Match on Your Payment Details: Where the payment details are not fully matched at the point of ordering we require further verification to begin processing your order (your order status will be 'On hold'). In order to gain a full match, your billing address and post code must completely match those of the card owner, i.e. it must match the address on the card holder's statement. We accept orders where the billing address does not match that of the card holder if you are a previous customer or if there are innocent circumstantial reasons why there may not be a match. These orders will be checked by our team and released more quickly. However, to ensure expediency we require you to contact us to provide further verification. Your order status may remain 'on hold' until we receive that verification. To avoid such delays, please make sure your billing address details match those of the card holder and if you are a first-time customer, that your billing address matches your shipping address.
ii) Stock Not Found: It is rare that orders are placed which we are unable to immediately fulfil as we do our best to ensure that our website does not display sizes which we know are not available in our warehouse. However, technology is not always perfect and occasionally our stock database does not accurately reflect the available stock and this causes instances where items are ordered that cannot be found. If this is the case your item will be backordered and we will make every effort to source the item you have ordered or you will be offered an alternative. For more information, please click here. Our best efforts ensure that we keep these instances to under 5% of orders - see availability.
Time to delivery from despatch (Parcelforce or Royal Mail)
Standard to UK (including the Free Returns delivery) - Standard orders are shipped using the Parcelforce 48 service which in the vast majority of cases takes 48 working hours from the point of despatch. Therefore, orders received on a weekday before 2pm with fully verified payment details should be received within 2 working days. Occasionally deliveries will fall outside this timeframe due to difficulties in locating stock or problems experienced by Parcelforce, however, we would expect your goods to arrive no later than 5 working days after despatch. Items going to Northern Ireland, Scottish Highlands or Central London may take longer as these go with a recorded Royal Mail service.
Standard to Europe/Channel Islands These items are sent using Parcelforce Euro 48 to Europe, which usually takes 3-6 working days to arrive from the point of despatch.
Standard to outside of Europe These items are sent using Parcelforce Scheduled service, which usually takes 7-10 working days to arrive from the point of despatch. (Approx 6 days for Canada and the USA)
Express Next Day to UK Express orders are shipped using the Parcelforce 24 service which in the vast majority of cases takes 24 working hours from the point of despatch. Therefore, orders received on a weekday before 2pm with fully verified payment details should be received the very next working day. Occasionally deliveries will fall outside this timeframe due to difficulties in locating stock or problems experienced by Parcelforce or if you have a 'UK remote postcode', however, we would expect your goods to arrive no later than 2 working days after despatch. It is important to note that this is a 'priority' service and your goods will always reach you a couple of days quicker when you select this option, but it is impractical for us to guarantee a delivery timeframe for all orders.
Express 12noon to UK Express 12 noon orders are shipped using the Parcelforce 12 service. Therefore, orders received on a weekday before 2pm with fully verified payment details should be received the very next working day by 12noon. Occasionally deliveries will fall outside this timeframe due to difficulties in locating stock or problems experienced by Parcelforce or if you have a 'UK remote postcode', however, we would expect your goods to arrive no later than 1 working day after despatch and you can have your postage costs refunded if you receive your order after 12 noon(Or after the time stated for UK remote postcodes
here
).
Express 10am to UK Express 10 am orders are shipped using the Parcelforce 10am service. Therefore, orders received on a weekday before 2pm with fully verified payment details should be received the very next working day by 10am. Occasionally deliveries will fall outside this timeframe due to difficulties in locating stock or problems experienced by Parcelforce, however, we would expect your goods to arrive no later than 1 working day after despatch and you can have your postage costs refunded if you receive your order after 10am(Or after the time stated for UK remote postcodes
here
).
Express to Europe/Channel Islands Express orders are sent with Parcelforce Scheduled and usually arrive 2-3 working days after despatch. However, we are unable to vouch for the performance of your local carriers or postal service.
Express to outside of Europe Express orders are sent with Parcelforce Scheduled and usually arrive 5-6 working days after despatch. However, we are unable to vouch for the performance of your local carriers or postal service.
Saturday to UK Saturday orders are shipped using the Parcelforce Saturday delivery service. Therefore, orders received at the latest of 2pm on a Friday with fully verified payment details should be received the very next Saturday. So orders placed on Sunday, Monday, Tuesday, Wednesday, Thursday or Friday (upto 2pm) of a week will be delivered on the Saturday of that week. Any orders placed after 2pm on a Friday will be delivered the next week's Saturday (8 Days later)
Tracking Your Order
You can check your order status at any time by logging into your account on Cloggs.co.uk. This will tell you whether we have despatched your items or not. If your order status is 'Despatched' it means that we have fulfilled your order and your parcel is now with our carriers being delivered to you. Parcelforce will send you an email with your unique tracking number details. You can then use that tracking number to track your parcel right to the point of delivery online at www.parcelforce.com, or you can call Parcelforce directly on 0870 850 1150.
If your order status is 'Backordered' there will be a delay in fulfilling your order. We will keep you up to date in due course and email you with your alternatives. Please click here for more information.
If your order status is 'On Hold' or 'Waiting' you need to contact us to provide further details so that we can authorise your payment details.
If your order status is 'Released for Despatch' or 'Fulfilment in Progress' you can expect your order to be despatched within 24 hours. Please check again within 1 working day. If your order status has not changed to 'Despatched', feel free to contact us for an explanation.
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