original and innovative clootton design protected by the EUIPO

RETURNS POLICY

We are happy to offer an exchange or refund on any unsuitable items within a period of 14 days after receipt of its provided they are unworn and in resaleable condition, with all original labels and swing tickets attached. 

Exchanges are only offered for the same style in a different size or colour. If you wish to exchange for a different style, we ask that you request a refund and place a new order for the new item. All refunds exclude all shipping costs.

 

HOW TO RETURN YOUR ITEM(S)

  1. Contact us by email at service@clootton.eu to obtain your RAN (Returns Authorisation Number). Include your name, order number, the item you are returning and your preference of a refund or exchange. 
  2. Complete the short returns slip supplied in your order with refund or exchange instructions and include the RAN that we email to you.
  3. Package up your return items securely and post the parcel back to us with the RAN inside, using your preferred mail or courier service. Remember to use a recorded service as the goods are your responsibility until they arrive back with us.

ADDRESS FOR RETURNS

Clootton
15 rue de Bruxelles
Strasbourg
France
67000

FAQS

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?

We will send you a 'dispatch confirmation' email as soon as your parcel has been collected. This email will also contain your Colissimo tracking number.

WILL I BE CHARGED ADDITIONAL TAXES OR DUTY?

Customers outside of the EU are responsible for all import duties and tax charges that may be applied by their local customs office on delivery to their country. Any Import duty or tax charges are out of our control and will be invoiced to you by DHL directly. If you are concerned about these charges, we recommend you contact your local customs authority prior to purchasing, in order to calculate the final landed price inclusive of all taxes. 

IS MY PARCEL INSURED?

Clootton insures all parcels during the time they are in transit until they are delivered to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package. Please note, customers are responsible for insuring any return parcels to Clootton.

CAN I CHANGE MY DELIVERY ADDRESS?

Provided the item has not been collected by our courier, we will do our best to update your preferred address, but we cannot guarantee. Please contact us as soon as possible at service@clootton.eu. Once the item is shipped, unfortunately, we are unable to change the delivery address.

CAN I HAVE MY ORDER DELIVERED TO AN ADDRESS DIFFERENT TO MY BILLING ADDRESS?

Yes, you can select a separate delivery address from your billing address at the checkout. If you are shopping with us for the first time, we reserve the right to ship your first order to your billing address (rather than an alternative shipping address).

WHAT HAPPENS IF NOBODY IS ABLE TO SIGN FOR MY ORDER?

Proof of deposit is given to you when you send it to the post office counter. The package is delivered without signature to the recipient's mailbox. In the event of absence during the delivery, a notice of passage is left in the mailbox of the recipient. It indicates the coordinates of the post office where to pick up the package. The recipient then has 15 consecutive days to retrieve it. Beyond this period, the parcel is returned to you.

DO I HAVE TO PAY FOR MY RETURN?

Yes, customers are responsible for the cost of shipping returns back to us. If you have requested an exchange, we will ship the replacement item(s) back to you free of charge.

WHERE DO I FIND MY ORDER NUMBER?

Your order number can be found in the subject line of both your 'Order Confirmation' and 'Shipping Confirmation' emails. If you have created an account with us, you can view your full order history in your account area. 

WHEN WILL I RECEIVE MY REFUND?

Our warehouse aims to process all returns within 3-5 working days of receiving them. We will send you a 'Refund Notification' email to confirm that we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, depending on your card issuer, which is beyond our control.

HOW LONG WILL IT TAKE TO SEND OUT MY EXCHANGE ITEMS?

Our warehouse aims to process all returns within 3-5 working days of receiving them, although it can take longer during busy periods such as holidays and sale.

WILL I BE CHARGED TAX OR DUTY ON MY REPLACEMENT ITEM?

We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event the your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.

If we've not answered your question above, please email service@clootton.eu. 

Our office hours are 10am – 6pm (GMT) Monday - Friday.