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FAQ'S


DELIVERY QUERY

My Order Status Says Unfulfilled, When Will It Be Shipped?

If your order status is showing as ’Unfulfilled’, it means that we are getting your order ready to be sent out.

 

During busy times, this status may show on your order for longer than normal.

 

You will receive an email when we have dispatched your order, and this will include a tracking link.

 

If your order has not arrived within the shipping timescales in your confirmation email, please get in touch with our team so we can help you further.

 

Where’s My Order?

Check Your Delivery Date

You can find your shipping timescales in your Order Confirmation email – please allow until this date for your order to reach you.

 

Track Your Order Online

You'll be able to track the progress of your delivery. To check this, all you need to do is click the tracking reference in your Shipment Email. Simply click the link and you'll be able to follow your parcel.

 

Your tracking link will be able to provide up to date information on the status of your delivery.

 

Contact Us

If your estimated delivery date has passed and you have not received your order, please get in touch with our team who will be able to help you further.

 

Shipping Methods

To find out more about the delivery services we offer please click here.

We allocate the delivery partner based on the delivery method selected and the value of your order.

All delivery options are fully tracked, and we will email you a link to your tracking information once your parcel has been shipped from our warehouse.

If you provide a valid mobile number on your order, our delivery partner may also send you SMS delivery notifications.

 

Can I Change My Address Once Shipped?

For your security we are not able to change the address your order is being sent to.

 

If your order is ‘Unfulfilled’ please contact our team and we may be able to cancel this order before dispatch.

 

If your order is ‘Fulfilled’ and has been dispatched via DPD, you can request via the DPD app to ship your parcel to another address or request delivery to a Pickup shop.

 

If you are not in when a delivery is attempted, our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

Can You Deliver to PO Box Addresses? 

Unfortunately, we are unable to deliver to PO Box addresses.

 

We can deliver to your permanent residential address or to your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to sign for the parcel. Please also include your company name so that the driver can find you easily.

What Happens If I Miss My Delivery?

Please ensure that someone is at home when your parcel is due to be delivered as we may need a signature. If this is not possible, our delivery partner will usually try to deliver more than once.

 

Alternatively, they will leave a calling card confirming that they have either:

  • left your parcel with a neighbour
  • left your parcel in a safe place
  • provided a re-delivery date
  • provided collection details for a pickup shop

 

If your order was DPD Next-Day or Saturday Delivery, you may be presented with some additional in transit delivery options below:

 

  • Changing Delivery Date
  • Requesting Leave with Neighbour
  • Requesting Leave in Safe Place
  • Requesting Collection from a Pickup shop

 

If your parcel has been returned to us after failed delivery, a refund will be processed for your items within 10 working days by our returns team.

Can I Select A Delivery Time?

DHL, DPD, Royal Mail and Fastway will attempt delivery between 08:00-20:00. There must be someone inside of the property to sign for the parcel.

 

DPD will provide an estimated hourly timeslot for your delivery.

 

If you have selected DPD, and dependent on your postcode, you'll be presented with additional in-transit delivery options including:

 

  • Changing your Delivery Date
  • Requesting Leave with Neighbour
  • Requesting Leave in a Safe Place
  • Requesting collect from a Pick-up Shop

Can I Have My Order Delivered to Work?

If you choose to have your order delivered to you at work, please ensure that there will be someone available to sign for the parcel. Please also include your company to help the driver locate you.

My Order Is Showing As Delivered But I Haven’t Received It Yet

In very rare instances, your tracking number may show that your order has been ‘delivered’ when it is still ‘in transit’ or has been delivered to an alternate location. In this case, please look out for a card left by your courier or an ‘attempted delivery’ notification.

 

Before messaging our customer service team, please check that:

 

  • Your parcel hasn’t been left in a secure location near your delivery address.
  • Your parcel hasn’t been left with a neighbour.
  • Your parcel isn’t at your local post office.
  •  

If you are still unable to locate your parcel, please reach out to our customer service team so that we can find a solution.

ORDER QUERY

Can I Cancel My Order?

If your order is ‘Unfulfilled’ please contact our team and we may be able to cancel this order before dispatch.

 

If your order is ‘Fulfilled’ our team will be unable to cancel this for you.

 

Can I Amend My Order?

For your security we are not able to change the address your order is being sent to.

 

If your order is ‘Unfulfilled’ please contact our team and we may be able to cancel this order before dispatch so that you can reorder.

 

If your order is ‘Fulfilled’ our team will be unable to amend this for you.

My Order Is Late

We are sorry to hear this, if your estimated delivery date has passed and you have not received your order, please get in touch with our team who will be able to help you further.

My Tracking Is Showing My Parcel Is Being Returned

Unfortunately, our team is unable to stop parcels being returned by the couriers. Parcels can be returned due to address issues or several failed delivery attempts. Once the parcel is delivered back to us, a refund will be processed for your items within 10 working days minus the shipping, return processing charges and duties or taxes for international orders if applicable.

 

If you would still like to purchase the items in the order, please repurchase via the website.

Can I Amend Or Cancel An Item From My Order?

Unfortunately, no changes can be made to your order once it has been placed.

Can I Add An Item To My Order Once It Has Been Placed?

 

Unfortunately, no changes can be made to your order once it has been placed. We recommend placing another order for any additional items.

I’ve Received A Faulty Item

We are sorry to hear this. Please contact our team with your order details within 24 hours of delivery so that we can investigate this further for you.

 

Please note, if your item has become faulty outside of 30 days, you will not be able to create a return. Please contact our team.

I’ve Received an Incorrect Item

We are sorry to hear this. please contact our team with your order details as soon as possible so we can look into this further for you.

I’m Missing an Item

The item you ordered may have been out of stock in which case, we will notify you. Please check your emails, including junk and spam folders. You will be refunded in full for the out-of-stock item.

 

If you haven’t received an email, please contact our team with your order details within 24 hours of delivery so we can investigate this further for you.

I Purchase with Store Credit, Can I Return?

Yes, providing your returns meets our returns criteria. Refunds will be will be issued as store credit.

RETURN OR REFUND QUERY

How to Return

We currently offer convenient returns. For further information and to print a returns label, please follow the link to the Returns Portal.

Please note UK returns processing is charged at £2.99.

 

Please note, Club L London is no longer offering exchanges to customers. All items will be refunded once they’ve returned to our warehouse in the same condition in which they were sold. Please check our returns criteria in our T&Cs.

 

 

Have You Received My Return?

You will receive a notification once your return has been processed. If you are returning an order from the UK and you have used our returns label you can track your return on the Returns Portal. If you are returning your order from outside the UK, or you have not used our label, please contact the courier you used for tracking updates. Please be sure to retain your returns postage receipt

 

Once your order has been delivered to our warehouse, please allow 10 working days for our returns team to issue a refund. If you have not received a refund after this time, please contact our team and provide an image of your return’s postage receipt.

 

If you have an outstanding Klarna or Clearpay payment you can contact them with your proof of return to pause the payment.

 

How Long Does My Refund Take Once Processed?

If you have paid via Clearpay or Klarna, this can take up to 24 hours to reflect on your statement.

 

If you have paid via PayPal balance, this can take 24-48 hours to show on your PayPal transactions.

 

If you have paid via a Credit/Debit, thus card can take up to 7-10 working days for your card provider to process.

How Does My Refund Work with Klarna/Clearpay?

If you have returned items from an order paid for with Klarna, Clearpay, or Afterpay and you're near the end of your invoice period, we'd recommend extending the deadline to avoid payment charges.

 

If you have not paid your invoice, you'll receive an updated version from your payment provider within 24 hours of your returns being processed.

 

If you have already paid for your order in full, you will receive a refund from your payment provider for the items you returned minus the shipping and returns fee.

My Refund Is Incorrect

We are sorry if we have made a mistake with your refund.

 

Before you contact us, there are a couple of things that may affect the amount you have been refunded.

 

• The delivery charge, which is non-refundable

• Any discounts that were applied to the order

• A fee of £2.99 is charged & deducted from your refunded amount on all UK returns

 

If your refund is still incorrect, please contact our team and we will try to resolve this for you as soon as possible.

Can I Return More Than One Order in The Same Parcel?

Items from multiple orders will need to be returned in separate parcels and you will need to create a returns label for each.

Do I Get A Refund on My Delivery?

Shipping charges are non-refundable unless your item in faulty or has been shipped incorrectly.

I’m Outside of The Returns Policy, Can I Return?

Unfortunately, we are unable to accept returns outside of the return’s timescales. If there is a delay or an issue with you returning your order, please contact our team.

I Don’t Have the Original Packaging, Can I Return?

You do not have to use your original packaging. However, we ask that you please ensure that the items are packed securely and that the correct label is attached.

I’ve Purchased Sale/Bundle Items, Can I Return?

Outlet, bundle and final sale items are none refundable. Please check the T&CS of each offer for more information

I’ve Purchased Jewellery, Can I Return?

Earrings and pierced jewellery cannot be returned for health and hygiene reasons.

 

Items returned must be in their original sale condition (unworn and with their original packaging and labels).

 

All jewellery purchased that is returned either damaged, worn or in an unsuitable condition cannot be refunded and will be returned to the customer with an additional shipping charge. In this instance, we will contact you to invoice for the additional shipping charges.

 

Can I Get A Refund If Price Has Changed Since Ordering?

If your items are returned within the returns timescale you will receive a full refund for the price paid at the time of purchase.

My Return Has Not Been Accepted

Items that do not meet our returns criteria will be sent back to you at the standard shipping rate cost and will not be refunded.

 

All items are inspected upon return. To receive a full refund, all items must be returned to us unworn, unused and in the same condition they were received, with their original packaging and all tags and labels attached. Please note we do not accept returns were items have damage caused by snags or tears, make-up or tan marks, odours caused by perfume, deodorant, washing powders or other and with tags or safety tape removed.

PRODUCT QUERY

Size Guide

To find your perfect fit please use our international size guide and the information given on the product page of the item which gives important information regarding fabric and stretch.

 

Are You Restocking This Item?

Many of our styles are limited edition which means never carry surplus stock. Due to high demand on many of our styles we advise that you checkout quickly to avoid disappointment.

 

We do restock some of core styles. To find out first when the style you love is back in stock, visit the product page, select your size and sign up for back in stock notifications. We’ll let you know first as soon as it arrives back in our warehouse.

 

Stay up to date by signing up to our newsletters, download our app and turn on notifications or follow us on social @clubllondon for more.

PAYMENT, DISCOUNT AND STORE CREDIT QUERY

How Does Klarna Work?

When you get to checkout, simply select Klarna as your Payment Method.

Klarna will send you an email within 2 days of your order being placed with payment instructions. You will then have 30 days to complete the payment online and you will receive a reminder two days before your payment is due.

 

Unfortunately, it is not possible to order through our partner Klarna under certain circumstances:

You are not at least 18 years old

The order value is higher than €/£1,500.00

The address you have given is incorrect and for high amounts, only verifiable addresses are accepted.

The order total exceeds the maximum amount determined in a credit check that has been performed.

Due to previous credit score entries, our partner has not approved your credit.

You still have outstanding accounts with Klarna, or your payments have not been received yet.

Billing and shipping address are not the same.

 

However, if you are not eligible to use Klarna, you can still place your order using a different payment method.

How Does Clearpay Work?

Clearpay lets you spread the cost of your order over interest- free instalments. Simply click ‘Clearpay’ as your payment method.

 

You will be redirected to the Clearpay portal where you’ll be asked to register with an email address and password. Once you've registered you won't need to do it again.

Please make sure your details are correct, Clearpay use this information to keep you up to date on any payments or refunds that are due.

 

You will be asked to pay the first instalments once you’re logged into the Clearpay Portal at checkout. You will receive a reminder from

Clearpay 2 days before each instalment is collected.

 

If you miss a payment, simply log in to Clearpay and click ‘Pay Now’ next to your "overdue payment". You will have until 11pm the next day to make a missed payment before being charged any late fees.

 

You can pay off the balance of your order early with the ‘Pay Now’.

 

If you have any trouble placing an order with Clearpay, it could be due to one of the following reasons:

 

  • You are under 18.
  • You do not have a valid UK Shipping and Billing Address.
  • Clearpay may have rejected your application to pay on account. We'd recommend choosing another type of payment or placing an order for a smaller amount.
  • Clearpay may not have been able to check your details using the billing address that you've provided. You'll need to make sure that your billing address is the same address that your bank/credit cards are registered to.
  • You may have outstanding payments on previous Clearpay statements. Once these are settled, try Clearpay again.
  • If you've recently paid off outstanding statements, please allow 24 hours before trying to pay through Clearpay again.
  • You may have missed a required field at the checkout, such as filling in your Date of Birth.
  •  
  • If you haven't used Clearpay before and you're shipping to a different address to your billing address, the payment may be declined.

How Do I Pay Via Apple Pay?

We accept Apple Pay as a payment method for selected countries. If Apple Pay is available for your country, you will see this payment option at checkout. You can pay with Apple Pay using a Visa, MasterCard, or American Express card.

How Do I Pay Via PayPal?

You will need to set up a PayPal account on the PayPal website, it only takes minutes to open a PayPal account and it is completely free.

 

As soon as your PayPal account is set up, click ‘PayPal’ under the Payment Methods section and log into your account.

How Do I Pay Via Revolut Pay?

 

 

Revolut Pay is a payment method available to any online customer regardless of whether they have a Revolut account or not. Revolut allows customers to pay for a product or

service from a merchant that offers Revolut Pay as a payment method at check out. New users can receive £20 cashback*. T&Cs apply.

 

How do I use Revolut Pay?

 

If the details you’ve inputted while checking-out match the ones we have stored, you'll be asked to confirm the transaction. Follow the steps to confirm your payment.

 

To learn more about Revolut Pay, please click here.

 

What Currencies Can I Use to Pay?

You can transact in most local currencies by changing the location preference on our website.

I’ve Been Overcharged for My Order?

We are sorry to hear you have been charged more than you were expecting for your order. There are a couple of reasons why it may appear you have been charged more than you were expecting.

 

We charge in the currency that is selected at the checkout when you place your order. If your local currency is different to the currency you selected at the checkout, then your bank will convert the amount using their exchange rate.

 

Next time you shop with us, click on the flag at the top right corner of any page, then select your country from the list if it is not already selected. If there is more than one currency available to you, you will be able to choose your currency here too. If only one currency is available, the currency will be displayed.

 

If you still believe you've been overcharged for you order, then please get in touch with our team and we will be able to look into it further for you.

Where Can I Get A Discount Code?

Stay up to date with our exclusive offers and promotions by downloading our app, following us on social @clubllondon or signing up to our newsletters. You can also earn style points by joining our Rewards programme.

.

For Student Discounts via Unidays please click here T&Cs apply.

Why Isn’t My Discount Code Working?

You can only use one discount/promo code per order. Discount/promo codes cannot be used for any delivery charges.

 

Our discount/promo codes vary as do the terms and conditions of each, so make sure you check the T&Cs and exclusions before you use your code. Codes may only be valid for certain items and all codes will have an expiry date.

 

Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country.

 

If your discount code is still not working after checking all of the above, then please get in touch with our team so we can help you further.

Can I Use More Than One Discount?

Only one discount code can be used per order, this includes store credit codes. Each Promotion/Discount Code has its own terms, which will be made clear at the time it’s issued to you. For example, what products are included and excluded and when the discount code can be used.

 

Are My Details Safe When Ordering?

We are members of ‘Secure by Mastercard’ and ‘Verified by Visa’, which both provide additional security whilst shopping online.

 

Security is of the utmost importance to us at Club L London and our site contains its own encryption software to ensure that critically sensitive information, such as your name, address and your credit/debit card details are always safe.

TECHNICAL QUERY

I’m Having Trouble Signing into My Account

If you receive a message that says your email address/password isn't recognised, then please check that you are using the same email address and password that you registered with. If you cannot remember your password, click on the 'forgotten password' link on the sign in page. You will be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

 

If after this you still can't sign in, contact our team and give them as much detail as you can about the issue, including screen shots of any error messages you get and the steps you’ve taken so far to try to resolve it.

I Would Like to Delete My Customer Account

We are sorry to hear this. If you would like to deactivate your account, get in touch with our team.

I’ve Forgotten My Password

If you have forgotten your password, follow these steps to regain access to your account.

 

  • Head over to the sign in page by clicking here,or simply click the Account Icon in the top right-hand corner of the screen.

 

  • Click the ‘Forgot Your Password?’ link and enter your email address.

 

  • We'll then email you a link directly to your registered email address to reset your password.

 

We recommend checking your spam or junk folder if you can’t find the email.

 

I’ve Not Received My Order Confirmation/Shipment Confirmation

We are sorry to hear this, if you haven't received any email updates about your order, it is likely the emails were marked as spam. Be sure to check your spam/junk folder for emails about your order and make sure to add Club L London to your safe list.

 

You'll also receive a shipping notification once your order is shipped. If you haven't received your shipping confirmation email, it is possible your order hasn't shipped yet.

 

If your emails are not in your Spam/Junk folder, please contact our team and we can resend this for you.

I’m Having Trouble Paying for My Order

To help ensure your order goes through, please check the following:

 

-Check the card details to make sure the information is correct, e.g. the expiry date, your card number, and your billing address.

-Make sure you enter the security code correctly (that is the three-digit number on the back of your card.)

 

If your payment is showing as declined, your card issuer may have declined your payment. In this case, please contact the payment provider or bank directly.

Do I Have to Create An Account To Order?

No, you can choose to checkout as a guest but by creating an account you can checkout easily every time you shop.

I Would Like To Opt-Out Of Marketing

To opt-out of marketing materials please click unsubscribe at the bottom of the email or text message* received and your request will be dealt with in 48 hours.

PRODUCT CARE

Feathers Product Care

 

To prolong the life of your feathers, simply wipe clean after each wear. If required, gently submerge your feathers in cool water using a soft, diluted soap. Proceed to gently pat dry with a towel and lay flat to dry. Be careful with the feathers, do not scrub or apply direct heat to them as this will ruin the look of the feathers.

DIGITAL GIFT CARDS & STORE CREDIT

HOW LONG IS MY GIFT CARD VALID?

 

Gift cards are redeemable on all products for 12 months from date of purchase. If gift card credit is not redeemed within 12 month from date of purchase, the credit will expire and no longer be redeemable. To avoid credit loss, ensure that credit is spent within this time range. Club L London cannot be held responsible for the gift card purchaser sending the gift card to the wrong email address or person, please ensure that the receiver information is correct before sending.

CAN I USE STORE CREDIT & GIFT CARDS TOGETHER?

 

Good news, you can use your Club L digital gift card in conjunction with any loyalty cards from store credit that you may have. When you make your purchase, make sure to redeem your cards together at checkout when prompted.

CAN I USE A DISCOUNT CODE & MY GIFT CARD AND/OR STORE CREDIT?

 

Yes, Discount codes are still valid when you use either a gift card or a loyalty card to make your Club L purchase.

HOW DO I CHECK MY GIFT CARD/STORE CREDIT BALANCE?

 

Checking your gift card or store credit balance is super simple. Just head over to our Check Balance page where you can insert your code and see your current balance before you make your next Club L purchase.

HOW DO I COMBINE MY GIFT CARD/STORE CREDIT?

 

We want you to have the best shopping experience with us so we’ve made it easy for you to combine any gift cards or store credit that you may have. Head over to your account information where you will find your loyalty card code, the remaining balance, and any gift cards you have. Here, you can merge your gift card into your loyalty card by clicking on the plus icon. This action will disable your gift card and add the credit to your loyalty card so that you don’t have to use multiple codes when making your purchase and can enjoy a smoother checkout.

DO I NEED TO BE LOGGED IN TO USE MY GIFT CARD/STORE CREDIT?

 

If you are logged into your Club L account, adding your gift card or store credit to your order is quick and easy. Just hit the ‘apply store credit’ button at checkout and your credit will be automatically applied to your order. However, if you are not logged into your account, you can add your code at checkout to use your store credit or gift card on your order.

IS MY GIFT CARD/STORE CREDIT TRANSFERABLE?

 

Yes, transfer your gift card or store credit to a friend by sharing the card’s specific code. This code can then be inputted at checkout and the credit will be applied to the order.

WHAT HAPPENS IF I RETURN AN ORDER BOUGHT ON GIFT CARD/STORE CREDIT?

Any orders that are bought via a gift card or on store credit will be refunded to the card that they were purchased on in the form of store credit.

I HAVE SENT MY GIFT CARD TO THE WRONG EMAIL ADDRESS

Contact customer services and we will do our best to help recover your gift card.

 

Please note that Club L London cannot be held responsible for the gift card purchaser sending the gift card to the wrong email address or person, please ensure that the receiver information is correct before sending.

COLLAB AND MODEL QUERY

Can I Promote Club L London?

We receive a lot of requests from people wishing to promote Club L London and unfortunately, we are not able to personally respond to each of these requests.

 

Our team operates a fixed collaboration budget month to month which means we only take on a small number of new up-and-coming influencers.

 

If you wish to be considered for collaboration, please tag @clubllondon in any images you post wearing Club L London products as our team regularly scout Instagram posts for new talent.

Can I Model for Club L London?

Club L London work with several professional models, most of whom are signed with model and influencer agencies or have an existing relationship with us.

 

We do occasionally scout for new talent on social media, so please tag your images with @clubllondon to increase your chance of being scouted.

 

We select models based on day rate, availability, location, and level of experience.

 

Over 80% of our shoots are conducted in Los Angeles and so we will generally only consider models living or currently based within the California region.

 

Unfortunately, due to the large volume of requests we receive, we are unable to personally contact you unless you have been successfully scouted.

 

PR AND STYLIST QUERIES

How can I contact your PR department?

 

If you would like to get in touch with our PR department, please contact us at pr.queries@clubllondon.com.

 

Please use this email address for stylist requests and brand partnership opportunities.

 

Please detail as much information as possible on your email so we can get back to you as quickly as we can.

 

Please note this email address is not open for influencer collaboration requests. We receive a lot of requests from people wishing to promote Club L London and unfortunately, we are not able to personally respond to each of these requests. If you wish to be considered for collaboration, please tag @clubllondon in any images you post wearing Club L London products, as our team regularly scout Instagram posts for new talent.

SALE

Sale Conditions

 

All sale items are non-refundable and can only be returned for store credit providing your item(s) is returned to us within 14 days from receipt, in their original condition.

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