Returning an item is simple, just follow the steps below for a smooth and easy process.
If you require an exchange, please order the size/product you need and return the product that you do not want. Unfortunately, we have had to stop online exchanges via the returns form due to not always having products in stock and creating confusion with customers when they get refunded. This also speeds up the time it takes for you to get the correct item.
1. Read our Web Store Returns Policy below to make sure you're eligible to return an item.
2. Download, print off & fill in the RETURNS FORM HERE (if you do not include this returns form, it will take us longer to process your return).
3. Download your Royal Mail label HERE (The cost of this label is £3.50 and will be deducted if you opt for a refund. Please also see below any other deductions that may occur)
You are welcome to use your own courier or postal service to return the item(s) to us. We would advise using a fully tracked service so you know it will arrive with us safely. We are not liable for any loss of goods between you and us receiving them.
Please note: The refund will not include any delivery charges you paid and returned items that have been subject to free shipping and are being returned for a monetary refund will have your discounted delivery cost deducted from the amount refunded. This is due to postage costing us more than what we charge our customers. Unfortunately we cannot afford to offer you free shipping for it to be sent back to us. Sorry for any inconvenience.
If you live outside of the United Kingdom, please send your items back via this method.
1. Read our Web Store Returns Policy below to make sure you're eligible to return an item.
2. Download, Print off & fill in the RETURNS FORM HERE (if you do not include this returns form, it will take us longer to process your return).
3. Send your item(s) back to the address on the RETURNS FORM (You are liable for the cost of postage)
4. You must mark the parcel as 'International Return, Returned Goods' and include the original invoice to avoid customs charges back into the UK. Any customs charges will be deducted from your refund. We would advise using a fully tracked service so you know it will arrive with us safely. We are not liable for any loss of goods between you and us receiving them.
At Clues we pride ourselves on our first-class customer service and here is an example of our commitment to you, our customer ...
If you make a purchase from www.cluesfashion.co.uk and upon receipt, you decide you have the wrong size, you don't like the colour or you've just changed your mind, you are more than welcome to return for a refund.
All you have to do is return the goods deemed fit for resale, unused, in their original undamaged packaging with original tags attached as they were delivered within 30 days of receipt (14 for sale items) to be eligible for a refund. Please ensure you are not wearing makeup, perfume, deodorant, or antiperspirant when trying on the product. We will not be able to arrange a refund if the product has any marks, stains, or smells. Please note that for hygiene reasons, Face Masks & Boxer Shorts/Underwear cannot be returned. Items that have been returned for a refund after the 30 day period (14 for sale items) will be given via a store credit.
Under this policy, we cannot refund any postage charges or accept any items that are not in their original packaging. Returned items that have been subject to free shipping and are being returned for a monetary refund will have our delivery cost deducted from the amount refunded.
In the event of you receiving goods which have been damaged in the post or that have been sent to you incorrectly, the goods must be returned (with/in the original packaging in the case of damaged goods), within 14 days, and you will receive a full refund. Please note that we offer a Royal Mail tracked returns service for the cost of £3.50 that doesn't incur any cost to you if the item is deemed faulty. Because of this, if you choose to use your own shipping service to send the faulty item back that costs more than £3.50, we will only refund the cost up to £3.50 after providing the receipt of shipment.
When you return a product in contravention of our policy, we will not refund the product.
Depending on how the improper return was made, we may credit the customers account via an E-wallet credit, or retain the returned product until an additional payment of £5.00 has been paid to cover the cost of a re-delivery back to the customer.
If we do not receive such payment of the additional amount within 14 days of issuing a payment request, we may dispose of the returned product.
Once your parcel is received and the refund is processed it can take up to 5 working days for the amount to appear in your bank account, depending on who you bank with.
Items that have been purchased online and are being personally returned to the store can only be exchanged for other items on the day of return.
If you wish for a refund, please download, print off & fill in the RETURNS FORM HERE and bring this into the store with your return.
When you are in the store, we will forward the return to our returns department on your behalf to be processed as per the timescale noted on the returns form(3 working days).
Please note: Returned items that have been subject to free shipping and are being returned for a monetary refund will have our delivery cost deducted from the amount refunded.
All returns need to be sent back to the following address:
Clues Fashion
2 Westgate Arcade
Peterborough
PE1 1PY
UK
If you have any questions regarding our returns policy, please email us at info@cluesfashion.co.uk
