Delivery & Returns
When you place an order with Clerkenwell London, we do our best to make sure that everything reaches you in perfect condition. Each item will be packaged appropriately and we hope to dispatch your order within 24 hours subject to stock availability and payment.
UK deliveries, including those to the Channel Islands, Isle of Man and the British Forces Post Office, will be sent by UPS couriers.
Our standard delivery rates are:
UK Standard Delivery 48 hours £ 7.00
Free Standard Shipping Applies for all UK orders over £100.00
Standard delivery charges for your region will be charged on all orders.
Larger items are subject to additional charges and will be quoted for on an individual basis according to their size, weight and destination.
Overseas deliveries will be sent by UPS.
Our standard delivery rates are:
Europe 5-10 working days £15.00
Free Standard Shipping Applies for all European orders over £300.00
Rest of the world 5-21 working days £35.00
Free Standard Shipping Applies for all Rest of World orders over £500.00
Signing for your delivery
You will need to sign for your parcel when it arrives. If you are out, the delivery person will leave you a card so that you can re-arrange the delivery.
If your order is sent outside the European Union, you may incur duty, tax or customs charges. You will be solely responsible for paying these charges. Please be aware that the customs’ paperwork may slightly delay your order.
Returns / Exchanges Policy
You may want to return or change some of the items in your order. We understand this and we’ve tried to make the process as simple as possible for you.
You have 28 days from the day of receipt to return any item to Clerkenwell London for refund, exchange or a credit note after you have received your order.
You can also return your items to us in store where we will process the refund for you immediately.
Sale items are the only exception. They need to be returned within 7 days.
If you are unable to send the returns within 28 days please contact us and we’ll make alternative arrangements.
Conditions for returns or exchanges
Each item must be returned as new with tags attached and in its original Clerkenwell London packaging including original UPS shipping labels. Shoes must be returned with their own boxes.
Clerkenwell London cannot accept clothes, shoes or accessories that have been worn, and any returns of earrings and swimsuits will not be accepted. Any returns that are not new, clean and undamaged will be sent back to the customer at their cost. This does not affect your statutory rights.
Returns process and address
To make a return, you need to:
- call or email us in regards to your return
- ensure that we have your phone number, email and address
- note exactly what item you wish to return
- enclose the original receipt or invoice
- if your item is damaged and seems this has happened in transit please document photographs of the state of the packaging when it arrived
- package each item carefully, including tags and original boxes and return all packaging included with your order
Contact us on:
+44 (0)20 3826 1142
Send your returns to our address in London:
155 Farringdon Road
UK & Overseas Returns
You simply need to return your unwanted goods to our London office at the above address.
You can send the parcel by post or by courier. Unfortunately, we are not currently able to offer free postage so you will need to pay the charges.
If you are sending the returns from a country outside the EU, please label the box “returned unwanted GB merchandise” to avoid import duties.
If you require a refund, we will credit the original purchaser’s card for the amount that you paid minus postage costs.
Refunds will be made within 28 days of the date that we receive your returned package.
Exchanges and credit notes
You can exchange any item for a different size or colour or for a replacement product. If the new item is more expensive than the original, you will need to pay the difference.
You will need to pay the postage for the exchanged items. This will be added to the bill for the exchange.
Alternatively, you can have a credit note which you can spend at Clerkenwell London at any time within the next three months.
If you have received Clerkenwell London products as a gift, you can exchange them for other products or a credit note.
If the new item is more expensive than the original, you will need to pay the difference. Please note that you will need to pay the postage cost for exchanges.
We cannot issue refunds for gifts, except to the original purchaser’s credit card.
Lost, faulty or damaged items
If your order is lost in transit, you need to contact us within 28 days of placing the order. We will contact the courier company to trace your package.
In the unlikely event that an item in your order is faulty or damaged, please contact us as soon as you can. We will replace the item at our cost.
Help with returns and exchanges
If you need any assistance with your returns, we are happy to help you.
Please send us an email with your questions and, if possible, your order number too.