CLOT LATEST COLLECTION IS NOW AVAILABLE

  • MY CART    0

    Your cart is currently empty.

FREQUENTLY ASKED QUESTIONS

How to contact Customer Assistance


Q. How can I speak with a Customer Assistance Representative?

A. You can email us at any time at online@clot.com.

Our hours of operation are:
Monday – Friday: 10:00 am–7:00 pm
Saturday, Sunday and public holidays: Closed
Please note: We follow the Hong Kong calendar and local time (HKT).

 

Shopping


Q. How do I use my Shopping Cart?

A. After you log on to our site and select an item to purchase, click the ‘ADD TO CART’ button after selecting the color and/or size where applicable, that item is then saved in your Shopping Cart. The Shopping Cart holds products you plan to purchase while you continue shopping. Items you place in your Shopping Bag will remain there until you purchase them or remove them. They will remain in your Shopping Bag even if you leave our site. However, you will be informed when items placed in your Shopping Cart are no longer in stock.

Q. Do I need an account to make a purchase?

A. Yes. As a member with us, you will be able to enjoy the following benefits:

  • Save your addresses and payment method for faster checkout
  • Check your order status
  • Review past purchases
  • Be updated on your favorite brands and special promotions

 

Q. What payment method(s) can I use?

A. clot.com accepts the following methods of payment for purchases.
Accepted credit cards through PayPal ;
American Express
MasterCard
Visa
Alipay

Q. Why do prices change?

A. The prices displayed on the Site are based in Hong Kong dollars, with translation to local currencies for reference purposes only. If you are a customer outside of Hong Kong, the final price is calculated in accordance with the applicable exchange rate on the day you use our Site. Clot Company Limited is not responsible for any foreign transaction fees that may be collected at the discretion of your credit card provider.

Q. Will my order be taxed?

A. Orders shipped to regions outside of Hong Kong may be subject to customs duties, taxes and fees levied by the destination country. These fees are not included in the price of our products.

Q. What if I change my mind after my order is placed and want a different size or color?

A. Once an order is placed on our site, you will not be able to make changes to it.

Q. Where can I see a record of my transactions?

A. You can check the status of your order and your previous order history in the Order History area of the My Account section.

 

Shipping


Q. Can I ship my order to another country?

A. Yes, clot.com ships

Q. How much will it cost to ship my order?

A. Delivery charges are on a per item basis and may vary depending on the country being shipped to. You may view these charges in the order details of your Shopping Bag and during checkout.

Q. When will my order ship?

A. All orders are pending verification and credit approval and will ship within 3 business days. Saturday, Sunday and Hong Kong public holidays are not considered business days.

Q. How will I know when my order has shipped?

A. You will receive an email when your order has shipped and your purchase is complete. This email will contain order- tracking information. You also may check the status of your order by logging in to the My Account section of our site and clicking on Order History/Status. From there, click on any order number for the complete order details, including the delivery tracking number. Clicking on the tracking number will take you directly to the delivery company’s website, where you can follow the progress of your shipment.

Q. What do I do if an item arrives damaged?

A. Upon receiving goods, if buyers identify damaged items, CLOT online store will gladly refund or exchange (if desired item is still in stock). Buyer will bear postage fee of sending items back to CLOT online store. CLOT online store will then bear postage cost of sending exchanged item to buyer.

 

Gift Arrangement


Q. Can I ship to an address other than my own?

A. Yes, you can. When you register with store.clot.com, you will have the option to create your own Address Book. Please note : The information that you store in your Address Book is for your use only. Our site will not contact anyone listed unless we have a specific communication about a delivery.

 

Returns & Exchanges


Q. If I am not pleased with my selection, can I return it?

A. If you are not satisfied with your purchases and requesting a refund, unfortunately we do not accept any returns for any products. Please take this into consideration before you check out. If you have any questions about our products, feel free to contact Customer Assistance, we will reply you as soon as possible.

Q. If the goods are damaged, can I return it?

A.  Upon receipt of goods, if items are damaged, Clot Company Limited will gladly refund or exchange (if desired item is still in stock). Buyers will have to notify Customer Assistance within (3) working days upon receiving goods. Clot Company Limited will bear all the postage cost for returned/exchanged item. Please contact Customer Assistance at once if cases happen. Damaged goods are applicable for returns or exchanges providing that:

  1. all tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
  2. the Merchandise is in “Sellable Condition”; 
  3. the original invoice is presented; in the case of returns or exchanges of online purchases in Store, the credit card used to purchase the Merchandise must also be presented;

You may submit a request to the online store only and cannot do so at any of our physical stores.

Customs duties and sales taxes are non-refundable through Clot Company Limited. However, you may be able to recover these by contacting your local customs bureau directly.

Q. How about exchange?

A.  Clot Company Limited is dedicated to customer satisfaction; therefore we gladly accept exchange of items, provided that the desired item and size is still in stock. Any items bought at regular price are subjected to exchange of items that priced same or above. Buyers have three (3) working days upon receiving goods to notify Customer Assistance of exchange requirement. Buyers are liable to all postage fees for exchanges. Goods are applicable for exchanges providing that:

  1. all tags, certificates, warranties, care instructions, product labelling, authenticity cards, extra buttons, hangers, dust bags and boxes (in the case of shoes) are intact and returned together with the Merchandise;
  2. the Merchandise is in “Sellable Condition”;
  3. the original invoice is presented; in the case of returns or exchanges of online purchases in Store, the credit card used to purchase the Merchandise must also be presented;

You may submit an exchange request to the online store only and cannot do so at any of our physical stores.

Q. Can I cancel my order before I receive it?

A. Because we process orders as quickly as possible, there will be only a limited period of time before your order is fully processed during which you will be able to cancel your order. If you have any questions or concerns, please contact Customer Assistance.

Q. Can I make a return/exchange at a Clot/Juice store?

A. You may submit a request to the online store only and cannot do so at any of our physical stores.

Join Us

Sign up to get our latest news before everyone else

Search our store