Home / Shipping and Returns

Shipping and Returns

All online orders placed are subject to availability and order confirmation is not a guarantee that the item is in stock. Whilst we endeavour to keep our online stock up to date, unfortunately certain factors can affect this. If the ordered product(s) are unavailable and we are unable to restock, you will be contacted and informed of any waiting time and offered alternatives or a full refund.

 

Delivery:

  • If your order is placed before 2pm GMT Monday to Friday we will post the same day.
  • Your order will be protected by quality packaging.
  • You will receive tracking information by email when the order is shipped.
  • Signed for delivery by a recognised global courier
  • The Clutch Cafe in store team will be available to help with any query you may have

 

Premium delivery options available with varying costs from:

UK Delivery:

  • £6.00 DHL Next Day Delivery
  • Your order will be delivered by the end of the next possible working day.
  • Within an hour of your order being collected you will receive a text message or email detailing when your shipment is due to arrive and offers a number of delivery options. 
  • Please note that orders placed on a Friday will be delivered for the following Monday. If you require weekend delivery please select it at the checkout. 
  • Please note that orders placed over the weekend will be shipped the following Monday.
  • Free Next Working Day delivery available on orders over £100

European Delivery:

  • Shipping rates vary by zone and cart value. 

    •Free Tracked Standard Shipping: 7-13 business days (tracking available once scanned at shipment hub) 

    • DHL Express Courier (Air): 1-2 business days 

  • Delivery times may vary but usually delivered within 5 working days 
  • Please note that orders placed on a Friday will be delivered for the following Monday. If you require weekend delivery please select it at the checkout. 
  • Please note that orders placed over the weekend will be shipped the following Monday.

*After the UK’s recent departure from the European Union, there has been an unavoidable upheaval in all trade.

To help ease the confusion, we use a shipping partner to assist us with all international shipments, which allows us to show you, upfront, all costs before delivery including duties and customs know as DDP (Delivery Duty Paid).

All prices are inclusive of processing and delivery fees (excluding courier fees where applicable) meaning the price shown is the price you will pay delivered to you, with no hidden customs or clearance fees!

All orders placed from within the EU have the local rate of VAT added and paid within destination country; so no excess VAT will be charged upon arrival and we do not collect UK VAT. This also means that you are able to pay in local currency (or the currency of your choice) to a local bank account, as well as offering payment plans wherever applicable. 

Worldwide Delivery:

  • Shipping rates vary by zone and cart value. 

          •Free Tracked Standard Shipping: 7-13    business days

          •DHL Express Courier (Air): 1-2 business days 

  • Delivery times may vary but usually delivered within 10 working days 
  • Please note that orders placed on a Friday will be delivered for the following Monday. If you require weekend delivery please select it at the checkout. 
  • Please note that orders placed over the weekend will be shipped the following Monday.

(Please note delivery pickups and postage may be affected during bank holidays and weekends)

 

Returns:

In-store where the clothes have been tried on in person, we reserve the right to operate a return for exchange or store credit only. Proof of purchase will need to be provided and the item in unworn condition will all labels attached. 

Please take reasonable care to ensure that goods are not damaged. Returns that are damaged, altered or without original labels will not be accepted  except in the case of faulty goods, where your statutory rights apply.*

*If an item is returned to us with a need to prepare it for resale due to: odour, stray hairs or an excess of other lint, being poorly re-packaged or any other need for cleaning a restocking fee will be charged to cover the costs. 

Sale or markdown items are non returnable for either exchange, credit note or refund when purchase has been made in-store. 

Online please clearly mark the outside of the package for "Returns" and send items in original condition to Clutch Cafe. Goods are to be received back in store within 28 days of receiving your order (preferably in the original packaging) with all labels still attached.

Please take reasonable care to ensure that goods are not damaged in transport. Returns that are damaged, altered or without original labels will not be accepted and will be sent back to you, except in the case of incorrectly supplied or faulty goods, where your statutory rights apply.*

*If an item is returned to us with a need to prepare it for resale due to: odour, stray hairs or an excess of other lint, being poorly re-packaged or any other need for cleaning a restocking fee will be charged to cover the costs. 

Please send all items you wish to return through registered postage or courier service and retain proof of postage and tracking, as the goods remain your responsibility until received at Clutch Cafe. Except in the case of incorrectly supplied or faulty goods, you are liable for the costs incurred.

* For international returns a returns label can be supplied, the cost of which will be deducted from the total refund of the item. This a courier service, which will be collected from you and will ensure an easy passage through customs back to us, avoiding any unnecessary import charges.  The cost of this differs between regions, though is very fairly priced. Please email us for an exact quote for your region. 

Returned items will be refunded or exchanged (minus delivery and any other costs incurred) as appropriate. Refunds will be made to the original purchaser's credit card excluding shipping costs and processed within 30 days on receipt of returned item(s).

All returned items must be in their original condition and returned to us unused and in relevant packaging*. Except in the case of faulty goods, where your statutory rights apply.

*If the item is returned to us in what we deem to be unsellable condition, a refund or exchange will not be offered and goods returned to you.

Returned goods will be exchanged or refunded (minus the delivery cost and/or any other charges incurred.)

 (The above returns policy does not apply to items purchased in-store where we offer a return for credit note options only)

If returning an item for exchange please contact us in advance to ensure we can reserve the new item.

Please send returns to:

Returns 

Clutch Cafe

78-80 Great Portland Street

London

W1W 7NT

UK

Please include the returns form with your name, order number and how you wish to proceed.