Help & Information
How do I order?
It is now easier than ever to find, order and pay for your goods on Cloggs.co.uk. You can navigate using several different tools (see How to Use our New Website in Site Guide).
1. 'Add to Basket'
Once you have found your way to your desired product, simply choose your size from the dropdown menu and click the 'add to basket' button to store that item in your shopping basket. You may continue to browse the site for other products you may or may not wish to purchase.
2. 'Your Basket'
Your basket is always available in the top right hand corner of the web page. Once you are ready to proceed, simply click on 'Checkout' and you will be taken to review 'Your Basket'. This page displays your chosen products and the quantity for you to review. If you have a promotion code this can be entered now. To continue to Checkout click ‘Secure Checkout’.
3. 'Your Details'
At this point, to speed up the buying process, existing customers can log-in so that they do not have to fill in their details every time they buy with us. New customers simply need to continue as normal and fill in their details. We will create an account for you, so that if you wish, you will not have to fill in all your details next time you visit our store.
4. 'Confirm Order'
You will next be asked to confirm your delivery and payment details. Once you have confirmed all the required information, and the payment been approved by the bank, your order will have been successfully placed. Please see our delivery rates and policies to estimate how soon to expect your goods.
What size do I need?
All of our sizes are in either UK or European sizes for footwear, and UK sizes or inch measurements for clothing. To see which size you require if you are used to a different sizing method please see our Size Help page.
Status of my order
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.co.uk.
Order Status - "In Progress/On Hold"
This means that although the shop has accepted your order, there may be queries relating to your payment details. This means that we can still process your online order but may be required by the bank to verify your details over the phone for security purposes. Regularly check your emails, as we may be trying to contact you and 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 relevant fields on the payment form correctly and to ensure that the billing address matches 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 - "Released for Despatch"
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 "Released for Despatch".
Order Status - "Delivered/Despatched"
This means that our fulfilment staff have located, checked, packaged and delivered your goods to our carriers.
Order Status - "Backordered"
This means that our fulfilment staff have accepted your order but the item is either a Pre Order (an expected delivery date would have been displayed at the point of purchase) or that we are currently out of stock of the goods that you have ordered. We are making every effort to locate the goods from our suppliers and will keep you up to date. If you have any queries about your backordered item(s), or are unprepared to wait for the goods to arrive to us, our Customer Services Team will be happy to help. For contact details please click here.
Every effort is made to update the website for goods which are no longer available or discontinued.
Order Status - "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.
Pre Order / Backorder - Order with delay
We know that you want to be the first in line for products that are hot off the press, that's why we have lots of items available for Pre Order - to make sure that you are first in line for items which are not yet available.
Pre Order items are indicated by 'dispatch on or before' followed by an expected in stock date showing next to the size in the drop down menu.
Payment will only be taken when the item is dispatched and you will be given notice of the date we expect the delivery in, although this is subject to the manufacturer delivering on time. The order will show as 'backordered' until this time.
If an item is not available for Pre Order, we advise you to keep an eye on the website because as soon as an item is available to buy online again it will automatically be showing the sizes.
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