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FAQ

Contact Customer Assistance

  • How can I speak with a Customer Assistance Representative?

    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).

ORDERS

  • Do I need an account to make a purchase?

    You can still checkout as a guest, but we highly recommend you to sign up for an account for a quicker checkout, especially for special releases! Also you will be able to stay up to date for further sales and promotions.

  • Will my order be taxed?

    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.

  • Where can I see a record of my transactions?

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

SHIPPING

  • What are your shipping rates?

    Shipping costs are calculated based on location and package sizes.  Please click here for more details.

    *For Hong Kong shipping, please note that extra surcharges might occur when delivered to a residential address.  We recommend that you select a commercial address to avoid extra charges.

  • When can I expect to receive my order?

    Generally speaking, your order will be received with in 5 – 10 business days (weekend and public holidays excluded). External factors affecting delays such as customs and courier issues are beyond our control. You may contact our customer service for more details.

  • How will I know when my order has shipped?

    You will receive an email when your your purchase is complete. Once items are processed to ship, you will receive email will contain order- tracking information. You may check the status of your order by logging in to My Account.

  • Do you ship worldwide?

    Yes, we ship worldwide!

Payment

  • What forms of payment do you accept?

    We accept a few forms of payments ranging from credit cards through PayPal and Alipay.

  • How does the currency settings work?

    You may change the currency on the top right of the page. However, as you checkout the payment will still be in Hong Kong Dollars (HKD). The currency converter is just an approximation and will not always be exact.

Returns & Exchanges

  • I am not satisfied with my purchase, can I return it?

    No refunds for change of mind on purchases. Please email us about any issues and we will try our best to assist you.

  • What can I do if goods are damaged upon receipt?

    Please email us with your order number and images of the damaged goods to online@clot.com. If it complies with our damaged goods policy (here), you will only be able to return (store credit) or exchange an item within 7 days of delivery indicated by the customer’s tracking number. No refunds. We kindly ask that all valid returns must be unworn condition with attached tags and packaging.

  • Can I exchange for a different size or product?

    Sizes are indicated through our general size guide as a reference. Exchange of items are subject to availability of stock and our exchange policy. You may submit an exchange request online@clot.com only and cannot do so at any of our physical stores. Customers are liable for all shipping and packing costs.

  • How about sale items?

    No refunds or exchanges on sale, and exclusive items.

  • The product I bought is now on promotion. Can I get the difference refunded?

    Unfortunately, we cannot refund the price difference as prices change due to inventory, promotions, and demands.

  • Who bears the return shipping costs?

    Unfortunately we don’t cover return shipping costs. Return shipping fees are the customer’s responsibility. For returns, we suggest that you use a reputable service with tracking number, this way it will keep your return package safe and sound.

  • Does the store credit expire?

    Once you have been credited with store credit, it will expire in a year of the date issued.

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