Frequently asked question
YOUR ORDER
How do I apply a discount to my purchase?
After you have added your item(s) to the cart and have reached the checkout page, you will see a box labeled Discount Code. Enter your code and then click Apply.
What if I need to modify my order?
We aim to ship all orders by the following day, so please email richard@cloth-and-cut.com ASAP if you need to change your order. We will do our best to help you make the desired changes.
When will you ship my order?
We aim to ship all orders by the following day. Please note that during peak times (or COVID Based Restrictions) there may be slight delays. We will contact you to advise you.
I received a damaged product. What should I do?
Please email richard@cloth-and-cut.com we will facilitate an exchange.
I received the wrong item. What should I do?
Please email richard@cloth-and-cut.com Our team will work to resolve any mistakes as quickly as possible.
What is a pre-order or bespoke item?
A pre-order is an order placed for an item that we do not yet have on-hand. These orders will be shipped as soon as the inventory becomes available. A Bespoke item is made especially or altered for you, please email us at time of order so we can discuss your sizing or alteration
PAYMENT
What payment options do I have?
When placing our order the options for Paypal & Stripe will be available - Stripe is a payment processor for all types of credit & debit cards with no additional charges to you.
How is tax calculated on purchases?
All our shipments to the European Union & UK(Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain and Sweden) are billed including the VAT applicable in Germany.
All our shipments to destinations outside the European Union & UK are shipped free of VAT.
We ship on a DAP (Delivery at Place) basis to countries outside of the European Union eg USA (not the UK). Product prices displayed are exclusive of all taxes and duties. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Import duty or tax costs will be invoiced to you directly by FEDEX or TNT and payment of these is necessary to release your order from customs on arrival.
UK & EU UPDATE - (14 April 2022)
With lots of new regulations in place post-BREXIT...you may have read about or experienced issues with some delays to the shipping from the EU to the UK or vice cress.
With these potential issues in mind, we have now implemented a warehouse in the UK and a warehouse in the EU to service our customers within their respective customs unions so none of the duties and taxes potential issues can occur.
There is a chance that an item will stock out at the UK warehouse so we will provide the goods from the EU-based warehouse, it is a low risk that you would experience any issues. These items would be sent DDP - Delivered Duty Paid which means you only pay the price you see at the checkout. We take care of the duties and taxes in these cases. If there are any issues we would pay the duties and taxes for you by refund on production of the invoice immediately.
Registering for an account
If you register for an account your shipping address is automatically saved for your order.
SHIPPING
How much does shipping cost and how long will it take?
When payments are made for the goods there will be a quoted price for your location, during certain promotions a discount or free shipping code may be available for a reduced or free delivery. Shipping times are dependent on location, carrier and order type
What shipping carriers do you use?
We use DHL in the EU and Royal Mail/Parcelforce in the UK for shipping.
Does my order qualify for free shipping?
If your order value is greater than 250€ you will receive free shipping automatically
How can I track and trace my order?
Please use the TNT tracking number supplied by the Order Fulfilment email when the team ships your items
RETURNS, REPAIRS AND EXCHANGES
Can I return my order?
Yes. You can return them to us within 14 days of receipt, providing they are in an original resalable condition. Please see our Returns Page for full details. if it is in original condition and with tags attached.
Items purchased at a discount of 30% or more are Final Sales and therefore not eligible for return or exchange.
How long will it take to process a return?
We will issue a refund as soon as we receive your returned item. The refund will normally take 3-5 business days to be credited to your account.
Can I exchange my order?
Yes. Please contact richard@cloth-and-cut.com to arrange
REPAIRS & ALTERATIONS
Please contact our team by email at richard@cloth-and-cut.com to discuss the repair or alteration we will make to your item