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Your Order Status Explained

Once you have placed your order, you will receive emails directly from our Customer Services Team keeping you up to date with the status of your order and where your goods are in the fulfilment process.

You can check the status of your order within this fulfilment process at any time using 'your account' which you keep with Cloggs or you set up at the point of sale.

Order Status - "Waiting/On Hold"

This means that although the shop has accepted your order, there are queries relating to your payment details. This means that we can still process your online order but are required by the bank to verify your details over the phone for security purposes. There will be a delay in fulfilling your order unless you contact customer services to confirm the security checks. The best way to ensure that your order avoids this step is to fill out all the relevant fields on the payment form correctly and to ensure that the billing address details match exactly those of the card you are using. Until we can be sure of the security of the card details your order will not enter our fulfilment cycle.

Order Status - "Fulfilment in Progress"

This means that our fulfilment staff have accepted your order and that we are checking the stock situation with the goods you have ordered. Our dedicated pickers and packers will be locating and collecting your goods ready to be processed. We make every effort to check the quality of the parcels we send out before they are shipped and to see that they are correctly and appropriately packaged and addressed for the customer. Until we are certain of this quality, your goods will remain "Fulfilment in Progress".

Order Status - "Delivered/Despatched"

This means that our fulfilment staff have located, checked, packaged, and delivered your goods to our carriers - Royal Mail or ParcelForce depending on the goods you have ordered. If you have used our standard service, your goods should now arrive within 2 working days. If you have used our express service, your goods should now arrive within 1 working day.

Backordered

This means that our fulfilment staff have accepted your order but that we are shortly awaiting a delivery for the goods that you have ordered. We are making every effort to locate the goods from our suppliers. If you have any queries about your backordered item(s), or are unprepared to wait for the goods to arrive with us, our customer services team will be happy to help. They are available between 10am and 5pm weekdays on 07000 256 447. Every effort is made to update the website for goods which are no longer available or discontinued.

NB - If you have paid for Express Delivery (click here for more info) and your order is 'backordered' your express shipping charge will be refunded. This means when the items do arrive into stock they will go out with our usual standard carriers rather than the 24 hour service. If you would explicitly like to keep the 24 hour delivery service for when the goods do arrive, please contact our customer services team.

Cancelled

If you have not specifically contacted our fulfilment staff to cancel your order, your order may be cancelled in exceptional circumstances should the item you have ordered no longer be in stock and also become unavailable to us from our suppliers. In these circumstances we make every effort to offer you an alternative that may or may not be acceptable to you.

Cloggs Customer Services Team ;)