Returns
Refund & Returns Policy & Process
At Clan & Cloth Ltd, we are committed to creating high-quality, sustainably made clothing that our customers love. We want every purchase to meet expectations while also minimising unnecessary waste and environmental impact.
1. Returns Eligibility
Customers may request a return within 14 days of receiving their order.
To qualify for a return, items must:
- Be unworn, unwashed, and unused
- Be in their original condition
- Have all tags attached
- Be returned in original packaging where reasonably possible
- Have proof of purchase (order confirmation or receipt)
Clan & Cloth Ltd reserves the right to refuse a return if the item does not meet these conditions.
2. Non-Returnable Items
For sustainability reasons, the following items cannot be returned unless faulty:
- Gift cards
- Personalised or custom-made products
- Final sale or clearance items (unless faulty)
3. Exchange Process
If you would like a different size, colour, or style:
- Contact Clan & Cloth Ltd at: contact@clanandcloth.co.uk
- Include:
- Order number
- Item(s) to be exchanged
- Desired replacement item/size
- Once approved, return instructions will be provided.
- Exchanges will be processed upon receipt and inspection of the returned item.
- Availability of replacement items cannot be guaranteed until the exchange is processed.
Where stock is unavailable, customers may choose:
- Store credit
- Alternative product
- Refund (where applicable)
4. Refund Process
Once a returned item has been received and inspected:
- Customers will receive confirmation by email.
- Refund approval or rejection will be communicated within 5 working days.
- Approved refunds will be issued to the original payment method.
- Refunds typically appear within 5–10 business days, depending on the payment provider.
Original shipping fees are non-refundable unless:
- The item arrived damaged
- The wrong item was supplied
- The return is due to a verified Clan & Cloth Ltd error
5. Faulty, Damaged or Incorrect Items
If an item arrives damaged, defective, or incorrect:
Customers should contact Clan & Cloth Ltd within 7 days of delivery and provide:
- Order number
- Description of the issue
- Clear photographs showing the fault or damage
Where a fault is confirmed, Clan & Cloth will offer one of the following:
- Replacement item
- Repair (where appropriate)
- Full refund
- Store credit
Return shipping costs for confirmed faulty items will be reimbursed.
6. Return Shipping
Customer-Initiated Returns
Customers are responsible for return postage costs unless the item is faulty or incorrect.
We recommend using a tracked delivery service, as Clan & Cloth Ltd cannot accept responsibility for items lost in transit.
Faulty or Incorrect Orders
Clan & Cloth will provide a prepaid return label or reimburse reasonable return postage costs upon proof of payment.
7. Sustainable Returns Commitment
As a sustainability-focused clothing brand, Clan & Cloth encourages customers to:
- Review sizing guides carefully before purchase
- Contact us with fit or product questions before ordering
- Consolidate returns where possible to reduce carbon emissions
Returned items that cannot be resold may be:
- Donated
- Recycled
This approach helps minimise textile waste and supports our commitment to responsible fashion.
8. Store Credit Option
Customers may choose store credit instead of a refund.
Benefits may include:
- Faster processing
- Extended validity period
- Additional loyalty incentives or promotional offers, where applicable
Store credit will be issued electronically and can be redeemed online with an expiry date of 90 days.
9. Consumer Rights
Nothing in this policy affects a customer's statutory rights under applicable consumer protection legislation.
Where legislation provides additional rights relating to faulty, misdescribed, or unfit-for-purpose goods, those rights will prevail.
10. Contact Information
Clan & Cloth Customer Care
Email: contact@clanandcloth.co.uk
Website: www.clanandcloth.co.uk
Postal Returns Address: 28 Bonaire Grange, Newton Leys, Milton Keynes, MK3 5RQ
Customer Service Hours: 9am-5pm – Monday to Friday