Frequently Asked Question(FAQ)
ORDERS
How can I pay?
You can pay using your Visa Debit, Visa Electron, Mastercard, Mastercard Debit, American Express, Maestro via our secure payment platform. You can also pay with PayPal, Apple Pay, Amazon Pay and Clear Pay.
Can I change the delivery address of my order?
If we haven't already dispatched your order, then you can contact us.
Can I cancel my order?
We may be able to cancel your order, but you will need to contact us. Please note - we are unable to cancel orders once they have been picked and despatched.
If it is too late for us to cancel your order, please return your order using the Post returns label (UK customers only) enclosed with your parcel. Please genearte your return label at http://closetlondon.returnscenter.com. Once we have received the goods back, we will process a refund for you. The cost of returns is £3.00 and this amount will be deducted from your total refund. If you are an international customer, you will have to cover the cost of returning the parcel.
DELIVERY
How much is delivery?
| Delivery Option | Delivery Times | Delivery Costs | Additional Information |
|---|---|---|---|
| UK Standard Delivery | 3-4 working days | £3.99 (FREE Standard Delivery on orders over £80) | |
| UK Express Delivery | 1 – 2 Days | £9.99 | *Express Delivery (1 - 2 Days) Orders placed after 12pm will be dispatched the next working day.. |
| Europe Standard Delivery | 4-6 days | £9.99 (FREE delivery on orders over £80) | |
| DUTIES AND TAXES are APPLICABLE to ALL orders | |||
| International Standard Delivery (Excludes Europe) | 1 week | £12.99 (FREE delivery on orders over £80) | |
My order hasn't arrived yet, how can I track it?
You should have received a tracking number within your dispatch email from Closet. Click on Track Order link in the email body.
Which countries do you deliver to?
We now deliver worldwide via DHL delivery.
PROMOTIONS
Why isn’t my voucher or promotional code working?
Please check the terms and conditions of the voucher code you are trying to use. Some of our promotional codes have a minimum spend requirement and/or are valid on full price items only. Many of vouchers are only valid once per customer – please check in case you have used it on a previous order. Please check if there is an expiry date on your voucher, you must place your order within the date stated for the promotion to be valid. Please also note you can also only use one voucher per order.
Can I use more than one promotional code on my order?
Our promotions cannot be used in conjunction with any other offer. The website will only accept one promotional code on any one order.
RETURNS
What is your policy for returns?
If you are not entirely happy with your purchase, you have 28 days to return your items. Items should be returned in a resalable condition: in the original packaging with Closet tags still attached, unworn with no visible marks or stains. Please note returns after 14 days on Sale items customers will be issued via a credit note which can be used on Closet London website. Guest checkout customers will be emailed a voucher code for their refund amount. We will only process refunds on sale items if customers have returned their sales items within 14 days.
I live in the UK; how do I return items to you?
In order to process a refund, the goods must be returned to us intact, unworn, undamaged, with Closet London tags attached and within the 28 returns day period. Process your return using the link http://closetlondon.returnscenter.com. Once your return request is approved, you will receive an automated email with further instructions on generating a return label.
I live outside of the UK; how do I return items to you?
Please ensure you are within our 28 day returns policy. You will have received a returns slip with your Closet London order which will need to be completed with the item/s you are returning with a request for a refund and enclosed inside the return parcel. You will need to cover the postage costs of returning any items back to Closet. If you are outside of the UK, please ensure that you write ‘RETURNED GOODS’ clearly on the outside of the package. If you do not do this, your parcel may get held at customs and we will be unable to retrieve the parcel. It may result it in being sent back to you and there will be a delay in processing your return.
Do I have to pay for returns?
If you are in the UK you will be charged an amount of £3.00. This will be deducted from your refund amount. If you are outside of the UK, you will need to cover the entire cost of sending item/s back to us.
I didn’t receive a returns slip with my order, how can I return something?
Oops - We're sorry if you didn't receive your returns slip! Please Contact us we will be happy to send one via email for you to print at home.
Can I return an item I bought online to a store where your products are sold?
No, if you have bought your item(s) on our website you cannot return to any store where Closet London clothing is sold. You can only return the item(s) back to the online warehouse at the address on the returns slip and below.
Closet London
RETURNS DEPARTMENT
72 Norlington Road
E10 6LA London
UNITED KINGDOM
Will my postage be refunded if the item is damaged or faulty?
Yes, on the rare occasion you receive a faulty or damaged item from Closet London please Contact us and we will arrange for any postage costs to be refunded.
SIZING
What size will fit me best?
We have a Size Guide to help you decide which size to purchase. This includes information on how to measure and also a size conversion chart for other countries.
MY ACCOUNT
What do I do if I have forgotten my password or my password does not work?
Click here to reset password
How do I create an account?
Please visit our customer account log in online where you will be able to register for an account or log in with your existing details.
WHOLESALE
I have a wholesale enquiry; how can I contact you?
Please click here to access our wholesale website and make contact with our Wholesale team