Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@clutch-cafe.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@clutch-cafe.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@clutch-cafe.com.
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 returned in unworn condition with 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 the purchase has been made in-store.
Collection (Local Pick-up): We will reserve all orders placed online for in-store for 14 days (unless prior arrangements have been made with customer service). Beyond 14 days all orders placed for collection will be refunded and returned to stock.
Online: Upon receipt of goods, you have 14 days to inform us of intent to return and a further 14 to return the item to us: A total of 28 days from receipt of goods.
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.
*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 reason necessitating a need for the return to be cleaned, 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 the proof of postage as well as tracking information, as the goods remain your responsibility until received at Clutch Cafe. You are liable for all return costs, except in the case of incorrectly supplied or faulty goods.
* For international returns a returns label can be supplied, the cost of which will be deducted from the total refund of the item. This courier service will collect 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 14 days on receipt of the 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 returning an item for exchange please contact us in advance to ensure we can reserve the exchange 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.
