Frequently Asked Question(FAQ)

ORDERS

How can I pay?

You can pay using your Visa Debit, Visa Electron, Mastercard, Mastercard Debit, American Express, Maestro via our secure payment platform. You can also pay with PayPal.

Can I change the delivery address of my order?

If we haven't already dispatched your order, then you can contact us.

Can I cancel my order?

We may be able to cancel your order, but you will need to contact us. Please note - we are unable to cancel orders once they have been picked and despatched.

If it is too late for us to cancel your order, please return your order using the Post returns label (UK customers only) enclosed with your parcel. Once we have received the goods back, we will process a refund for you. The cost of returns is £2.99 and this amount will be deducted from your total refund. If you are an international customer, you will have to cover the cost of returning the parcel.

DELIVERY

How much is delivery?

Delivery OptionDelivery TimesDelivery CostsParcel ProviderAdditional Information
UK Standard Delivery 1-2 Working Days £3.50 (FREE on orders over £75) Royal Mail Royal Mall tracked service
UK Next Day Delivery (Order by 3pm) 1 Working Days £6.00 Parcel Force Excludes Highlands, Channel Islands, Isle of Man and Nothern Ireland
Saturday Delivery (Order by Friday 3pm) By 1pm Saturday £8.50 Royal Mail  
Europe Standard Delivery 2-3 Working Days £7.50 Royal Mail  
Europe Express Delivery 1-2 Working Days £10.00 DHL  
International Standard Delivery (Excludes Europe) 5-7 Working Days £8.50 (FREE on orders over £75) Royal Mail  
International Express Delivery (Excludes Europe) 2-3 Working Days £15.00 (FREE on orders over £75) DHL  
My order hasn't arrived yet, how can I track it?

You should have received a tracking number within your dispatch email from Closet. Click here to Track your Order

Which countries do you deliver to?

We now deliver worldwide via DHL express delivery. Standard Delivery is available in 58 countries via Royal Mail. View all our Delivery Options here.

PROMOTIONS

Why isn’t my voucher or promotional code working?

Please check the terms and conditions of the voucher code you are trying to use. Some of our promotional codes have a minimum spend requirement and/or are valid on full price items only. Many of vouchers are only valid once per customer – please check in case you have used it on a previous order. Please check if there is an expiry date on your voucher, you must place your order within the date stated for the promotion to be valid. Please also note you can also only use one voucher per order.

Can I use more than one promotional code on my order?

Our promotions cannot be used in conjunction with any other offer. The website will only accept one promotional code on any one order.

How do I add my free Closet tote bag?

You don’t need to! If your order value is over £100 our packing team will include your free tote bag for you.

RETURNS

What is your policy for returns?

If you are not entirely happy with your purchase, you have 28 days to return your items. Items should be returned in a resaleable condition: in the original packaging with Closet tags still attached, unworn with no visible marks or stains.

I live in the UK; how do I return items to you?

Please ensure you are within our 28 day returns policy. Items should be returned in a resaleable condition : in the original packaging with Closet tags still attached, unworn with no visible marks or stains. You will have received a returns slip with your Closet London order which will need to be completed with the item/s you are returning with a request for a refund or exchange and enclosed inside the return parcel. You will need to cover the postage costs of returning any items back to Closet.

I live outside of the UK; how do I return items to you?

Please ensure you are within our 28 day returns policy. You will have received a returns slip with your Closet London order which will need to be completed with the item/s you are returning with a request for a refund or exchange and enclosed inside the return parcel. You will need to cover the postage costs of returning any items back to Closet. If you are outside of the UK, please ensure that you write ‘RETURNED GOODS’ clearly on the outside of the package. If you do not do this, your parcel may get held at customs and we will be unable to retrieve the parcel. It may result it in being sent back to you and there will be a delay in processing your return.

Do I have to pay for returns?

If you are in the UK you will be charged an amount of £2.99. This will be deducted from your refund amount. If you are outside of the UK, you will need to cover the entire cost of sending item/s back to us.

I didn’t receive a returns slip with my order, how can I return something?

Oops - We're sorry if you didn't receive your returns slip! Please Contact us we will be happy to send one via email for you to print at home.

Can I return an item I bought online to a store where your products are sold?

No, if you have bought your item(s) on our website you cannot return to any store where Closet London clothing is sold. You can only return the item(s) back to the online warehouse at the address on the returns slip and below.

Closet London Returns
Unit 1
36-40 Copperfield Road
Bow
London
E3 4RR
United Kingdom

Will my postage be refunded if the item is damaged or faulty?

Yes, on the rare occasion you receive a faulty or damaged item from Closet London please Contact us and we will arrange for any postage costs to be refunded.

SIZING

What size will fit me best?

We have a Size Guide to help you decide which size to purchase. This includes information on how to measure and also a size conversion chart for other countries.

MY ACCOUNT

What do I do if I have forgotten my password or my password does not work?

Click here to reset password

How do I create an account?

Please visit our customer account log in online where you will be able to register for an account or log in with your existing details.

WHOLESALE

I have a wholesale enquiry; how can I contact you?

Please click here to access our wholesale website and make contact with our Wholesale team

CUSTOMER REVIEWS