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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, 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 other 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 in Ireland?

We are unable to deliver to PO Box addresses in the UK.

 

We can deliver to your permanent residential address or 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 is it will help the driver find you easily.

 

What Happens If I Miss My Delivery?

Someone needs to be in 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've either left it with a neighbour, left it in a safe place, when they will try to re-deliver or give you details on how to collect it.

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 once delivered 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 and there needs to 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 dependant 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 Wor

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 is it will help the driver find you easily.

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

Our team is unable to shop parcels being returned by the couriers, parcels can be returned due to address issues or several delivery attempts, once delivered a refund will be processed for your items within 10 working days by our returns team.

 

If you would still like the items order, please repurchase via the website ensure your delivery address is full and correct.

 

My Email Address Is Wrong on My Order

Not to worry, please contact our team and we will be able to amend this for you and resend your confirmation and shipment emails.

 

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 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 so please contact our team.

I’ve Received an Incorrect Item

We are sorry to hear this, please contact our team with your order details within 24 hours of delivery so we can look into this further for you.

I’m Missing an Item

The item you ordered may have been out of stock, it is worth checking your emails, including junk and spam folders to see if we have sent you an email about this.

 

If we haven’t please contact our team with your order details within 24 hours of delivery so we can look into this further for you.

 

I Purchase with Store Credit, Can I Return?

Items purchased with Store Credit are Non-Returnable.

RETURN OR REFUND QUERY

How to Return

We currently offer free UK returns, for further information and to print a returns label please use the links below.

 

Returns Portal

 

 

Have You Received My Return?

We do not currently have an email notification system for when your return has arrived at our warehouse.

 

You will receive a notification once your return has been processed.

 

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

 

If you are returning an order from the UK and you have used our returns label you can track your return with the links below:

 

Returns Portal

 

If you are returning your order from outside the UK or you have not used our label please contact the courier you had returned this with for tracking updates.

 

Once your order has been delivered to our warehouse please allow 10 working days for our returns team to issue a refund.

 

Please be sure to retain your returns postage receipt until you have received a full and correct refund.

 

If it has been over the returns timescales please contact our team and provide an image of your return’s postage receipt.

I’ve Lost My Returns Slip

Not to worry, if you have misplaced your returns form please ensure that you include a note in the parcel that includes your name, order number, reason for return and the name of the items you are returning.

I’ve Forgotten to Include My Returns Slip

Please contact our team with your order details so we can advise further.

 

How Long Does My Refund Take Once Processed?

If you have paid Clearpay, 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 Credit/Debit 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, 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 Klarna/Clearpay within 24 hours of your returns being processed.

 

Already paid for your order in full? You will receive a refund from Klarna/Clearpay for the items you returned.

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

 

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?

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect.

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

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, please ensure that the items are packed securely, and the correct label is attached.

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

Sale/Bundle Items can be returned for an exchange or store credit.

I’ve Purchased Jewellery, Can I Return?

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

 

All jewellery purchased that is returned damaged, worn or in an unsuitable condition cannot be refunded and may have to be sent back to the customer (which will have to cover the shipping costs). Earrings and pierced jewellery cannot be returned for health and hygiene reasons.

 

All items are inspected upon return. To receive a full refund (excluding earrings and pierced jewellery), purchased items must be returned unworn and in the same condition in which you received them, with their original packaging, tags and labels.

 

Shipping costs from online purchases are non-refundable.

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

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

EXCHANGE QUERY

Can I Exchange My Item?

We currently offer free UK exchanges; please ensure you have filled out the exchange size on your returns form and included within your parcel.

 

To print a returns label please use the links below.

 

Returns Portal 

 

Once delivered to our warehouse your exchange will be processed within 10 working days.

 

 

Have You Received/Processed My Exchange?

We do not currently have an email notification system for when your return has arrived at our warehouse.

 

You will receive a notification once your exchange has been processed and shipped.

 

You can track your return with the links below:

 

Returns Portal 

 

Once your order has been delivered to our warehouse please allow 10 working days for our returns team to process and ship your exchange.

 

Please be sure to retain your returns postage receipt until you have received notification of your exchange.

PRODUCT QUERY

Size Guide

Please note on our UK site all sizing’s are displayed in UK sizes, on our US site all sizing’s are displayed in US sizes.

 

As we are UK retailer all sizing’s delivered will contain UK size tags.

Are You Restocking This Item?

To be informed of item restocks, please click the sizing you would like to order and item will have 'EMAIL ME WHEN AVAILABLE' to be informed on the restock.

PAYMENT, DISCOUNT AND STORE CREDIT QUERY

How Does Klarna Work?

There is no minimum spend, just add the items you love to your basket and head to checkout. 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 on account 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. Try it with a lower amount.

• 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, even 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.

 

When you get to checkout, simply click ‘Clearpay’ under 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 paid off, 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, log into your click ‘PayPal’ under the Payment Methods section.

 

What Currencies Can I Use to Pay?

We currently only accept GBP

 

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 have used a promo code on your order, the discount may not apply to all of the items in your basket. There are certain exclusions with some promo codes, and you can find these in the T&Cs that would have been included when you received the code.

 

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?

We understand that our customers like to get their hands on a great deal, it is worth checking the website as we are always running great promotions where you can grab yourself a deal.

 

If you are after a discount code, we send these to our customers in our newsletters.

 

Sometimes you will spot a code on our Twitter, Facebook, Instagram, or the banner on our website too, please keep your eyes peeled!

 

For Student Discounts via Unidays please click here T&C’s 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.

 

As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and all codes will have an expiry date.

 

You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website. 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 (e.g. what products are including and excluded and when it can be used etc).

 

If you’re given a unique Promotion or Store Credit Code that is meant just for you (e.g. a student Promo Code) please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.

 

We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.

Are My Details Safe When Ordering?

You can be assured that shopping with Club L London is safe, we are a member of ‘Secure by Mastercard’ and ‘Verified by Visa’. They both provide additional security whilst shopping online.

 

Security is very important to us at Club L London and out site contains its own encryption software to ensure critically sensitive information, such as your name, address and your credit/debit card details are always safe.

 

Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

TECHNICAL QUERY

I’m Having Trouble Signing into My Account

If you receive a message that says your email address/password isn't recognised, there is a few things worth checking. Make sure you are using the same email address and password 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 as much detail as you can about the issue, including screen shots of any error message you get and what you've done so far to try to resolve it.

I’ve Forgotten My Password

If you have forgotten your password, it is super simple to get back into your account.

 

• Head over to the sign in page by clicking here or simply click the Person 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. Some email providers may mark our emails as spam or completely block them. 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 when the shipment(s) in 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. As they don’t tell us the reason for this, it’s best to check with them or contact your bank.

 

If you've checked all of the above, try paying with another card.

 

If you've tried all these and are still having problems, contact our team with as much information as you can about the issue, including any error messages you receive and we'll try to resolve it as soon as possible.

I Would Like to Delete My Customer Account

We are sorry to hear this, if you would like to deactivate your account, you'll need to get in touch with our team and confirm two of three pieces of information requested below.

 

- Your Registered Email Address

- Your Date of Birth

- Your Billing Address

 

Once you've confirmed this information, we'll deactivate your account and send you an email to confirm your account has been closed.

Do I Have to Create An Account To Order?

Yes, you do.

 

It is simple to do and creating an account allows you to order easily without having to fill in your details every time you shop with us. You will also receive benefits such as order tracking and exclusive discount and promotions.

 

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.

 

*Please note that some networks and devices have restrictions when texting short codes. As they’re chargeable ours 88440 being a standard network charge. Please contact your network provider to remove the restriction and opt-out.

 

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.

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.

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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