FAQ's
Shipping & Delivery
How long will it take to receive my order?
We aim to dispatch all orders within 48 hours of receiving full payment. Delivery times will depend on the shipping option selected at checkout.
What UK shipping options do you offer?
We currently offer:
Royal Mail Tracked 24 – £4.99
- Estimated delivery: 1–2 working days
Royal Mail Special Delivery (Next Day) – £11.99
- Next working day delivery before 1pm when ordered before 3pm, Monday to Thursday.
Do you ship internationally?
Yes, we offer international shipping via Royal Mail International Tracked.
How long does international delivery take?
International orders within Europe typically arrive within 3–5 working days after dispatch.
Which countries do you ship to?
We currently ship to:
- United Kingdom
- Ireland
- France
- Germany
- Italy
- Netherlands
We’re working on expanding our shipping destinations, so keep an eye on our website and Instagram for updates.
Will I have to pay customs fees or import duties?
International orders may be subject to customs fees, import duties, taxes, or other local charges. These costs are the responsibility of the customer.
How can I track my order?
Once your order has been dispatched, you’ll receive a confirmation email containing your tracking number and delivery information.
What should I do if my order hasn’t arrived?
If your order is taking longer than expected, please contact us by email or Instagram and we’ll be happy to help.
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Returns & Exchanges
Can I return my order?
Yes. If you’re not completely satisfied with your purchase, you may return eligible items in accordance with our returns policy.
How long do I have to request a return?
You must notify us within 14 days of receiving your order.
How long do I have to send my item back?
Once your return request has been approved, you have a further 14 days to return the item to us.
What condition must returned items be in?
Returned items must:
- Be unworn and unwashed
- Be in their original condition
- Be returned in their original packaging
- Have all original tags attached
How do I start a return?
To request a return, please contact us via:
- Email: help@cloameuk.com
- Instagram: Direct Message
We’ll guide you through the next steps.
Do I have to pay for return postage?
Yes. Customers are responsible for the cost of returning items.
Do you recommend using tracked return shipping?
Yes. We strongly recommend using a tracked and signed-for service, as we cannot accept responsibility for items lost or damaged during return transit.
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Exchanges
Can I exchange an item for a different size?
Yes, subject to availability. Please contact us before returning your item so we can check stock and arrange an exchange where possible.
Can I exchange an item for a different colour?
Yes. Contact us before sending your item back and we’ll check whether your preferred colour is available.
How do I request an exchange?
Simply email us or send us a message on Instagram with your order details and the item you’d like to exchange.
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Refunds
How long does it take to receive my refund?
Once we receive and inspect your return, refunds are usually processed within 3–7 working days.
How will my refund be issued?
Refunds are made back to your original payment method.
Why haven’t I received my refund yet?
While we process refunds within 3–7 working days, your bank or payment provider may take additional time to complete the transaction.
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Product Authenticity
Are your products 100% authentic?
Yes. Every product sold by Clo Ame UK is 100% genuine and authentic.
How can I be sure the items are authentic?
We take authenticity extremely seriously. All products are carefully sourced from trusted suppliers and undergo thorough checks before being made available for sale. We do not sell counterfeit, replica, or imitation products.
Do you verify products before selling them?
Yes. Every item is inspected before it is listed and again before it is dispatched to ensure it meets our quality and authenticity standards.
Why should I trust Clo Ame UK?
Our reputation is built on providing customers with genuine sportswear and exceptional service. We are committed to transparency and customer satisfaction, so you can shop with confidence knowing that every item purchased from us is authentic.
What should I do if I have questions about a product’s authenticity?
If you would like more information about a specific product before purchasing, please contact us by email or Instagram and our team will be happy to assist.
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Faulty, Incorrect or Damaged Items
What should I do if I receive a faulty or damaged item?
Please contact us within 48 hours of delivery with photos and details of the issue.
What if I receive the wrong item?
If you’ve received an incorrect item, contact us within 48 hours of delivery and we’ll work quickly to resolve the issue.
Do you inspect items before shipping?
Yes. All orders are quality-checked before dispatch to ensure they meet our standards.
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Products & Sizing
I’m unsure what size to order. Can you help?
Absolutely. Contact us before placing your order and we’ll be happy to recommend the best size based on your measurements.
Are there any items that cannot be returned?
Yes. For hygiene reasons, certain items cannot be returned unless they are faulty. These include:
- Briefs
- Boxer Shorts
- Bras
Any non-returnable products will be clearly identified on the product page.
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Contact & Support
How can I contact you?
You can contact us by:
- Email: help@cloameuk.com
- Instagram: Direct Message
How quickly will I receive a response?
We aim to respond to all enquiries within 24–48 hours.
Are my consumer rights affected by your returns policy?
No. This returns policy does not affect your statutory rights under UK consumer law.