if your query is not covered below, please either email sales(at)cloth-ears.co.uk or telephone 01227 811724
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?
In general, orders are dispatched within two working days via First Class post (UK) or Airmail (outside UK).
However, for all 'made-to-order' items (cushions, bunting, bags, wall-hangings, notebooks, diaries, badge brooches, mirrors & knitted picnic food) please allow upto seven working days for dispatch. For all other items please allow
up to seven working days maximum for dispatch, dependent on stock levels**
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?
Yes. If your order does not arrive or is delivered faulty, it is insured and will be replaced.
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 8,
Canterbury Innovation Centre
Canterbury
Kent
CT2 7FG
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.
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