Frequently Asked Questions
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How do I create an account?
- If your order has not arrived by the estimated delivery date we’re here to help.
You can add an item to your basket at any point when on our website, when you go to the checkout select the ‘new to Cloggs’ option and select continue, enter the information required. Once your account has been created you are free to order until your hearts content. You can even ‘save’ your card details for any future purchases.
- If your order has not arrived by the estimated delivery date we’re here to help.
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I think you have sent me faulty goods. What should I do?
- The decision as to whether the goods are truly faulty has to be made by one of our experienced Senior Retail Managers or with the expert opinion of the Manufacturer’s Representative. If the goods are faulty we will cover all reasonable postage costs and gladly replace the goods, or offer a full refund. (To ensure efficient processing please let us know the postage costs as soon as possible.) If however it is thought that the goods have been damaged or tampered with, or have had excessive wear, no exchange will be granted and all postage/shipping costs will have to be covered by the customer.
To discuss whether it is likely you have a genuine claim that the goods you have received are faulty please contact one of our customer services representatives directly on 0161 413 3660. The phone lines are open between 10am and 6pm GMT Monday - Friday (excluding Bank Holidays) and 10am to 4pm on weekends. They will then be better able to advise you whether or not we are likely to be able to make a claim for a product fault and then how to proceed.
Note: If you are returning any goods from Europe or Worldwide, particularly the USA, please note on the package that they are RETURNED GOODS.
- The decision as to whether the goods are truly faulty has to be made by one of our experienced Senior Retail Managers or with the expert opinion of the Manufacturer’s Representative. If the goods are faulty we will cover all reasonable postage costs and gladly replace the goods, or offer a full refund. (To ensure efficient processing please let us know the postage costs as soon as possible.) If however it is thought that the goods have been damaged or tampered with, or have had excessive wear, no exchange will be granted and all postage/shipping costs will have to be covered by the customer.
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I am not confident about giving my order from my computer. What should I do?
- The most secure method of sending your credit card details to us is via the Secure Server on our Website. All information is encrypted and cannot even be seen by any members of our staff – we can only authorise your bank to release the payment. If you wish, you may speak directly to a customer services representative over the phone and we can assist you in completing the order. 0161 413 3660. Our phone lines are open between 10am and 6pm GMT Monday - Friday (excluding Bank Holidays) and 10am to 4pm on weekends.
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What does my order status mean?
- For a full explanation of all order statuses, please see our Order Status Explained page.
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How do I know what size I need?
- All of our sizes are displayed in UK or European sizes, if you need to convert from another size type please use our size chart this can be found on the product page under the Size chart Tab.
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How do I track my order once it is despatched?
- If your order has been despatched from our warehouse, it will be processed at the courier distribution depot later that day. At this point, all customers will receive an email informing them of their unique tracking reference number which they can use to track their parcel.
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I am an international customer. How much is the item in my currency?
- All of our prices are displayed in the British currency, Great British Pound (GBP £). To convert the prices on our website into your currency please click on the link below to open a new window with a currency conversion calculator. Please note however that all these conversions are approximate, as it is your bank or credit company that determines the final and exact exchange rate, which also depends on the date you place your order.
Click here for xe.com - A currency conversion site
- All of our prices are displayed in the British currency, Great British Pound (GBP £). To convert the prices on our website into your currency please click on the link below to open a new window with a currency conversion calculator. Please note however that all these conversions are approximate, as it is your bank or credit company that determines the final and exact exchange rate, which also depends on the date you place your order.
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How do you protect my security?
- We take security issues very seriously and our Customer Care team is fully trained to prevent fraudulent transactions. We are also verified as secure by Datacash and Verisign. We will never pass on or sell your details to other companies, or collect sensitive information about you without your explicit consent. To read all about how we protect your privacy and transactions, please click here.
- We take security issues very seriously and our Customer Care team is fully trained to prevent fraudulent transactions. We are also verified as secure by Datacash and Verisign. We will never pass on or sell your details to other companies, or collect sensitive information about you without your explicit consent. To read all about how we protect your privacy and transactions, please click here.
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How does your return policy work?
- We make returning your goods easy, using our Collect Plus service.
Return your item free of charge for a refund or exchange, within 28 days. Items received outside of 28 days will not be eligible for a refund or exchange.
Returned items must be undamaged in their original packaging with all labels, tags, barcodes still attached. Please do not apply tape or write on shoe boxes. Please do not worry if the outer packaging/mailing sack that the items came in is ripped, you can parcel them up in different outer packaging to return them.
- We make returning your goods easy, using our Collect Plus service.
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How can I contact you?
- For our address, phone numbers, and email address, please see our Contact Uspage.
- For our address, phone numbers, and email address, please see our Contact Uspage.
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How do I reset my password?
- If you’re having difficulties remembering your password, click into the forgotten your password link and an email with an updated password will be sent to your email account. Remember to update your password to a memorable and secure password.
- If you’re having difficulties remembering your password, click into the forgotten your password link and an email with an updated password will be sent to your email account. Remember to update your password to a memorable and secure password.
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How do I subscribe/unsubscribe to the newsletter?
- To subscribe to the newsletter – go to the bottom of the website page and sign up to our newsletter by entering your email address, and clicking on the ‘sign up’ button.
To unsubscribe to our newsletter this can be requested when you receive a newsletter, by clicking on the ‘unsubscribe’ link OR by sending an email to customerservices@cloggs.co.uk and our team will process your request.
- To subscribe to the newsletter – go to the bottom of the website page and sign up to our newsletter by entering your email address, and clicking on the ‘sign up’ button.
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Where are you based?
- Cloggs.co.uk is located in Manchester in the UK, our address for correspondence and returns is:
Cloggs Online
The Studio
Unit 11B Dallimore Road
Roundthorn Industrial Estate
Wythenshawe
Manchester
M23 9NX
- Cloggs.co.uk is located in Manchester in the UK, our address for correspondence and returns is:
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What are your Terms and Conditions?
- To read our full terms and conditions please click here
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My promotion code has not been accepted?
- We reserve the right to exclude specific brands, styles or products from our promotions. The following are currently excluded:
Specific Brands: Ugg Australia, Red Wing, Barker, Loake, Cheaney
Specific Styles: Converse Ox White
Specific Products: Selected Products in Sale periods will be exempt, if a product is excluded it will be specified on the product page.
Note: Promotional codes cannot be used in conjunction with any other offer
Please remember to add your promotional code in CAPITALS with no spaces
- We reserve the right to exclude specific brands, styles or products from our promotions. The following are currently excluded:
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VAT
- All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.
All transactions will be subject to UK VAT. You are advised to place orders with a shipping destination outside of the EU using the available shipping options (which also operate within some non-EU territories e.g. Jersey & Guernsey – VAT-free zones outside of normal UK and CE trade tariffs); in doing so you agree to accept the VAT levied against your purchase.
Specific Styles: Converse Ox White
- All total prices for goods and services at the checkout represent the total price payable by the customer for those items, regardless of the address for delivery. For deliveries to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.
