if your query is not covered below, please either email sales(at)cloth-ears.co.uk or telephone 0845 5197701
What is the delivery charge within the UK?
All orders sent within the UK are charged a delivery fee of £4.95.
What is the delivery charge ouside of the UK?
Currently our website calculates a postage fee for UK orders only. We will be changing this system, later in the year, however in the meantime, please contact us and confirm what you would like to order and where you need dispatch to. We can then calculate the sost to Airmail the items to you and send you a secure online invoice for your order.
What methods of payment does cloth-ears except?
We accept all major credit cards, paypal and cheques. For more info, please click here to view the payment information section. Please note that bank cheque & e-cheque payments will need to clear before we dispatch your order, due to an increase in 'bounced cheques'.
How soon will I get my order?
We are currently dispatching between one-two working days. However, for all 'made-to-order' items please allow upto seven working days for dispatch.
All UK orders are either sent via Royal Mail First Class Recorded Delivery or Royal Mail Special Delivery. *some heavier orders that exceed Royal Mail's size restrictions maybe sent via courier or Royal Mail Standard.
The Royal Mail First Class Recorded Delivery service normally takes between one- two working days
The Royal Mail Special Delivery service is a guaranteed delivery by 1pm the following working day
Orders outside the UK will be dispatched via Royal Mail Airmail - signed for service(outside UK).
Please also note parcels will need to be signed for.
You are welcome to contact cloth-ears if the item is required sooner and we will do our very best to get your order to you within that time.
**If you are paying for your order using a bank cheque or e-cheque, your order will be dispatched once the payment clears. We will advise you on the estimated date and email again to confirm once the payment has cleared and the order has been dispatched.
**In the unlikely event that there will be a delay we will inform you via email or telephone, within 48 hours of placing your order. Please understand that regrettably no delivery service is infallible and there are sometimes delays, therefore estimated delivery dates are not guaranteed.
Will I be contacted when my order has been dispatched
If you provide an email address, cloth-ears will email you to confirm the order and again, once the order has been dispatched, we will also give you an estimated delivery time. Please check spam mail boxes for communications too, incase your email account has placed our confirmation in there!
Is my package insured?
If your order does not arrive or is delivered damaged, it is insured and will be replaced or a refund will be issued, dependent on the situtation. Your parcel is insured with Royal Mail or the relevent courier company that was used to dispatch. Therefore in the event of an order not arriving, refunds will only be issued in accordance with that companies procedures. eg. parcels sent with Royal Mail within the UK are considered "lost" after 15 working days.
Will my parcel require a signature when received?
Most of our deliveries require a signature, so please ensure that you provide a suitable address. Cloth-ears will inform when when have dispatched your item.
What is the cloth-ears policy for returns?
We are confident you will love your cloth-ears order, however if you are not satisfied with a product, please notify us before returning the item, within 5 working days. Then we can arrange for you to return the goods to :
cloth-ears
Unit 181,
John Wilson Business Park,
Harvey Drive,
Whitstable,
Kent CT5 3RB
please note this address is not a retail unit.
if you wish to collect an order you can arrange this by appointment, thank you.
Telephone 10am-5pm (Monday-Friday)
0845 519 7701
If you return the goods unused and in their original packaging, within 14 days and we will be happy to give a refund or an exchange on that item.
In the event of the goods being faulty cloth-ears will cover the relevent costs for postage (please note you must send the goods via a reasonable method of postage, please choose the cheapest method available, not courier, first class or special delivery and limit packaging and therefore weight to reduce cost).
In other circumstances (eg. change of mind) your return postage & packaging charges are non refundable.
please remember! we can not be held responsible for returns that do not reach us, so it is advisable to send the item with an insured service and to retain proof of postage.
Please make sure you read the care labels either on the product or on the product tag as refunds will not be given to products that have been damaged in the wash.
If there are nay other probems regarding your order, not covered above please contact us within 28 days.
cloth-ears
Unit 181,
John Wilson Business Park,
Harvey Road,
Whitstable,
Kent CT5 3RB
Telephone 10am-5pm (Monday-Friday)
0845 519 7701
sales(at)cloth-ears.co.uk
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