FAQ
Order Information
When will I receive my order confirmation email?
Upon placing your order, you will receive an email within 15 minutes, although during busy periods this can take longer. Please check your spam folder as your anti-spam settings may be identifying your confirmation emails as spam.
What payment methods do you accept?
We accept Visa, MasterCard, Maestro, American Express, GooglePay, ApplePay
How do I check the status of my order?
We will send you a confirmation email when you place your order that contains a link to track the status of your order. You will also receive a notification when we've shipped your item with tracking information.
How do I change my order?
Please contact us directly at hello@clothel.co. We are only able to modify your order prior to shipment.
What if the item I ordered is damaged or defective?
Please contact us right away at hello@clothel.co so that we can make it right.
Delivery costs & time
Where do you ship?
We deliver to most countries across Europe and worldwide. However, there may be some exceptions due to logistics or country-specific restrictions. Please contact us if you want to order from a country that is not listed on the shipping form.
When will I receive my package?
All orders will be processed within 3-5 business days upon payment approval, excluding holidays.
HUNGARY
General order: Your order's delivery is between 1-3 working days, depending on the selected shipping method.
Pre-orders: Pre-ordered garments are made to order and may take a little longer to ship. Depending on your shipping address, the expected shipping is between 7-14 working days.
INTERNATIONAL
General order: Your order's delivery is between 5-9 working days, depending on your shipping address.
Pre-orders: Pre-ordered garments are made to order and may take a little longer to ship. Depending on your shipping address, the expected shipping is between 10-21 working days.
How can I check my custom fees?
Unfortunately, we have no control over these charges and cannot predict what they may be, so we are unable to offer any assistance on these processes.
To avoid any surprises, we advise that you check any customs formalities and the import charges before ordering products to be delivered to your country. We can assist you with information related to the product or order, which you may need in order to arrange customs clearance.
How much does shipping cost?
We offer free shipping on orders above EUR 145 in Hungary and above EUR 290 in case of international orders. Shipping cost is calculated at checkout and depends on your delivery address.
Return, Refund & Exchange
What is your return policy?
You have 14 days from the date you receive your order to request a return or refund. After 14 days, we will no longer accept returns or issue refunds. An exception to the above deadline is the deadline for returning products purchased in December, which can be claimed until 15 January in view of the holidays.
Items must be in their original condition; unworn, unwashed, and with all tags attached. Any item that shows signs of wear, damage, or alteration may not be eligible for a refund. Returning the products is your responsibility and cost.
The following items are not eligible for refunds: (i) items on sale or purchased with a discount code; (ii) custom or personalized orders; and (iii) gift cards.
What is your return address?
All the returns will be received by the following address: CLOTH'EL KFT. 1025 Budapest, Áfonya u. 3., Hungary
How can I return an item?
1. Send your cancellation notice (Product Return Form) to the following email address within 14 days of receipt of the product: hello@clothel.co. Please provide any supporting photos if necessary (e.g., in case of damaged or defective items). Please use the following form to initiate the procedure: https://clothel.co/pages/product-return-form. We will send you an email with feedback on the status of the return and the next steps to take.
2. Then all you have to do is pack the returned product in its original, undamaged condition, using the original packaging or a similar one to protect the product from damage.
3. You can return the sealed parcel by post or by using a courier service or parcel machine to the following address within 14 days of cancellation: CLOTH'EL KFT. 1025 Budapest, Áfonya u. 3. Make sure to include the Product Return Form and the invoice with the return and if possible, please provide us with a tracking number. CLOTH’EL suggests you get a receipt and a package ID for the return from the delivery service, as it makes it easier to follow the return shipment if needed.
Customers are responsible for return shipping costs, unless the item is damaged or defective upon receipt. In the case of defective items, we will cover the return shipping fee.
International returns
If you are returning an item from outside Hungary, we advise to mark the package as 'RETURNED GOODS', to avoid any customs charges. Please note that you may be responsible for any applicable customs duties, taxes, or fees. These charges will not be refunded by us.
For any additional questions or assistance, please feel free to contact our customer support team at hello@clothel.co
How can I make an exchange?
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact us at hello@clothel.co. Availability of replacement items is subject to stock or availability of fabrics.
How long does it take to process the refund?
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and the amount will be credited to your original method of payment within 5-10 business days.
Please note that the time it takes for the refund to reflect in your account may vary depending on your bank or payment provider. In some cases, only partial refunds are granted (for example, if an item is returned damaged, missing parts, or not in its original condition).
Product & Stock
Product information
Detailed information about a product can be viewed on the product pages.
Size guide
The size and fit of a garment are extremely important to us. Each garment has detailed information on the product page to help you make the best decision. For a detailed record of our sizing, please see our size guide Size Guide – CLOTH'EL
If you require more information, please contact us via email at hello@clothel.co
Availability of products
We are continually trying to keep our stock replenished to offer the best selection of items. However, some of our products are limited edition, as we received a limited quantity of textiles from a hotel. If a product is marked as “limited edition”, there are a limited number of products available and reordering such product from the same textile is not possible.
We have bigger quantity from the white textiles, so we can produce more products from these textiles.
Are your products as clean as if they were made from new textiles?
Of course they are! We ensure every upcycled garment is fresh, safe, and beautiful! Every textile we use goes through a rigorous cleaning and quality control process before being transformed into high-end, sustainable fashion.
Still can’t find what you’re looking for? Send us a message! Contact – CLOTH'EL