FAQs

We understand that customers may have questions before or after placing an order. To make your shopping experience simple and convenient, we have answered some of the most common questions below.

Order Processing, Shipping & Delivery

1. How long does processing, shipping, and delivery take?

Processing Time

  • Orders are processed within 2–3 business days

Shipping / Transit Time

  • Delivery usually takes 3–4 business days after dispatch

Estimated Total Delivery Time

  • Most orders arrive within 5–7 business days from the date of purchase

Daily Order Cut-Off Time

  • Orders placed before 5:00 PM (UK) are processed on the same business day.
  • Orders placed after 5:00 PM (UK) will be processed on the next business day. 

Business Days

  • Our operations run Monday to Friday 9 AM - 5 PM UK Time

Please Note: Orders placed on weekends or UK public holidays are processed on the next working day.

Delivery timeframes are estimates and may occasionally vary due to:

  • High seasonal demand
  • Weather conditions
  • Courier delays
  • Public holidays
  • Remote delivery areas

If unexpected delays occur, we will do our best to keep you informed.

Shipping & Coverage

2. Do you offer international shipping?

Currently, The Clutch House only ships within the United Kingdom. At this time, we do not provide international shipping services.

Returns, Refunds & Exchanges

3. What if I need to return or exchange an item?

  • If you would like to request a return, refund, or exchange, please contact our support team. All returned items must be unused, in original condition, and include the original packaging.
  • Refunds are typically processed within 10 business days after approval.
  • Exchange orders follow the standard delivery timeframe of 5–7 business days.
  • Handling or Processing Time: 2–3 business days (Orders fulfilled from Monday to Friday).
  • Transit Time: 3–4 business days (shipments made Monday to Friday). 
  • Total Delivery Time: 5–7 business days from order placement to delivery.
  • If you do not receive your refund or exchange within the expected timeframe, please contact our support team for assistance.

    For complete details, please review our policy [Return & Exchange Policy]

Order Cut-Off Time

4. When are daily orders processed? 

  • Orders placed before 5:00 PM (UK) are processed on the same business day.
  • Orders placed after 5:00 PM (UK) will be processed on the next business day.
  • Business hours: Monday to Friday, 9 AM – 5 PM (UK Time)

Please note: that we do not process or dispatch orders on weekends or UK public holidays.

Product Information & Selection

5. How do I choose the right style?

We recommend reviewing the product descriptions, dimensions, and images available on each product page before placing your order.

If you need additional assistance, our support team will gladly help you choose the most suitable style based on your preferences.

Order Confirmation & Emails

6. Why should I check my email regularly?

Your email is important because we send:

  • Order confirmations
  • Shipping and tracking updates
  • Customer support responses
  • Return, refund and exchange updates

Please also check your spam or junk folder, as emails may occasionally appear there.

Payment Issues

7. My payment did not go through. What should I do?

If your payment fails, please try the following:

  • Double check your card details
  • Ensure sufficient funds are available
  • Try another payment method
  • Contact your bank for authorization

If the issue continues, please contact our support team

Order Changes

8. Can I modify my order after placing it?

If your order has not yet been processed or dispatched, we may be able to assist with changes such as:

  • Shipping address updates
  • Item or article can be changed (If not dispatched or shipped)

Please contact us as soon as possible after placing your order.

Guest Checkout

9. Do I need an account to place an order?

No. Customers can place orders using guest checkout without creating an account.

Order Tracking

10. How can I track my order?

Once your order has been shipped, tracking details will be sent to your email address.

You can also track your order using your Order ID and email address through our tracking page.

Missing Confirmation Emails

11. I did not receive my order confirmation email. What should I do?

Please first check your spam or junk folder.

If you still cannot locate the confirmation email, contact our support team and we will gladly assist you.

Payment Methods

12. What payment methods do you accept?

The Clutch House uses a secure Shopify payment method, to process online transactions safely.

We accept major debit and credit cards including:

  • American Express (Amex)
  • Diners Club
  • Discover
  • Maestro 
  • Mastercard
  • Visa
  • Paypal

We may also support secure digital wallet payments such as:

  • Apple Pay
  • Google Pay

All payment information is encrypted and processed securely through trusted shopify gateway.

We do not store your full payment card details.

Discount Codes

13. How do I use a discount or coupon code?

You can enter your discount or coupon code during checkout before completing payment.

If the code is valid, the discount will automatically apply to your order total.

Sustainability

14. Are your products designed for long term use?

We aim to offer stylish products that are both fashionable and durable for everyday use.

We continuously work toward improving product quality, packaging practices, and operational processes to support more responsible and sustainable business practices.

Return Shipping Cost

15. Do customers pay for return shipping?

No. For eligible returns, we provide a prepaid return shipping label, meaning customers do not need to pay return shipping costs.

Return & Exchange Updates

16. Will I receive updates about my return or exchange?

Yes. Once your returned item is received and reviewed, we will notify you regarding:

  • Refund approval
  • Exchange processing
  • Return status updates

No. We offer free shipping within the United Kingdom.

Address Changes

18. Can I change my shipping address after placing an order?

Yes, shipping address updates may be possible if your order has not yet been dispatched.

Please contact us immediately if you need to update your delivery information. 

Missed Deliveries

19. What happens if I miss my delivery?

If you are unavailable during delivery, the courier may:

  • Attempt redelivery
  • Leave delivery instructions
  • Hold the parcel at a local collection point

Please follow the courier instructions included in your tracking updates.

Contact Us

If you have any additional questions or need assistance, please feel free to contact us.

Business Name: The Clutch House
Business Hours: Monday – Friday | 9 AM to 5 PM UK Time
Phone: +44 7828 707674
Customer Support Hours: Monday – Friday | 9 AM to 5 PM UK Time
Live Chat: Available during business hours
Email: info@theclutchhouse.shop
Address: 27 The Hawthornes, Broad Oak, Rye TN31 6EN, United Kingdom