Help

FAQS
Delivery Information
Returns

Vat

Q. Will Clerkandteller.com introduce the UK VAT Reduction?
A. Following the change of UK VAT to 15% from 1st December 2008, Clerkandteller.comwill introduce this reduction with immediate effect. In order to pass on this change quickly, we have introduced an automatic reduction on all of our products, that will be displayed in your basket when you purchase from us. The prices of all of our products will be displayed across the rest of our web site as normal, and this automatic reduction will remain active, until we introduce our revised pricing after 31st January 2009.

Q. Does this affect all products?
A. In line with UK VAT regulations, VAT is not added to Children's products. To keep our policy as easy as possible, we will still apply the reduction to all of your products, including Children's products, until 31st January 2009.

Q. I am ordering from outside the UK, is my price affected?
A. We must charge UK VAT on products and postage that are delivered within the UK and EU. If your products are being delivered outside the EU, we do not apply VAT to your products or delivery charges. You will still receive the 2.5% VAT reduction until 31st January 2009 when Clerkandteller.com will introduce new prices that include 15% UK VAT.

Q. Why have you used a 2.1% discount and not 2.5%?
A. The rate of UK VAT has changed from 17.5% to 15% from 1st December 2008. Here is an example of what this means: - a product with a price of £11.75 has a price of £10.00 excluding 17.5% VAT - if you take a product with a price of £10.00 without VAT, and apply VAT at the new rate of 15%, the new price is £11.50 - taking the previous price of £11.75 at 17.5% VAT, the new VAT rate gives a saving of 25p (£11.75-£11.50 = £0.25), or 2.1%.

Payment

Q. Am I charged for the items as soon as I order them?
A. Once you have placed your order the money will be deducted from your card.

Q. How can I pay?
A. You can pay by Visa, Visa Delta, Visa Electron, MasterCard, Maestro, Switch, Solo and American Express.

Q. Is the site secure?
A. We take the privacy and security of your payment and personal details very seriously. Our site uses high-level SSL encryption technology from VeriSign, one of the most advanced security solutions currently available for online payments. You can tell whether a page is secure as 'https' will replace the 'http' at the front of the www.clerkandteller.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.

Delivery

Q. Where does clerkandteller.com deliver?
A. We are able to deliver throughout mainland UK (including Northern Ireland, Scottish Highlands and Islands), Europe and International addresses. Unfortunately at this time we cannot take orders for delivery to the Channel Islands or BFPO.

Q. What are the delivery methods?
A. There are two delivery options for the UK (Standard and Express Delivery), one for Europe and one for Rest of World. Please see our Delivery Information for full details

Q. Can I nominate a day and time for delivery?
A. If you choose our UK Express Delivery service and order before 1.00pm, we guarantee next day delivery (excluding Sunday and UK Bank Holidays). If you choose the UK Standard delivery option we guarantee delivery within five (5) working days. For Europe and Rest of World, please see our Delivery Information

Q. What happens if I am not home when the product arrives?
A. If you're within the UK and not available at the time of delivery, the carrier will leave a card with a contact telephone number; you will then be able to arrange a suitable time for your order to be redelivered. For orders outside the UK, please check with your local delivery network.

Q. Will I have to sign for my delivery?
A. A signature is required for all UK Mainland deliveries and any deliveries to the Scottish Highlands and Islands and Northern Ireland 2kg in weight and under. If you are not available to sign, the driver may ask a neighbour to sign for it. If they leave it with a neighbour they will leave a card for you telling you where it is.

Q. What if I think my order is late?
A. If the delivery date has passed, and you have not heard from us, please contact our Customer Services team by email or telephone.

Returns

Q. How do I return a product?
A. To return a product you first need to obtain a unique Returns Authorisation Number. To obtain this call our Customer Services team on 0800 0113425 (International on +44 (0) 1254 277234) or e-mail us at orders@clerkandteller.com

Once you have obtained the number you can then return the goods by post. Your parcel is your responsibility until it reaches us, so we recommend using Royal Mail Registered Post within the UK and by registered post or insured parcel service such as UPS when returning goods outside of the UK. We cannot accept responsibility for parcels that get lost on the way to us. You will need to pay for the postage of any items you return. If you are returning faulty or damaged goods, we will refund your postage costs.

Products can only be returned by post to the following address:
Clerkandteller.com Returns
Unit 2 Walker Park
Walker Road
Guide
Blackburn
BB1 2QE

Q. Does the product need to be returned in its original packaging?
A. Yes in order for you to receive a full refund the product needs to be returned in its original packaging in its original condition.

Q. How quickly will I receive a refund?
A. Refunds will be credited to your debit/credit card no later than thirty (30) working days after we receive your returned goods.

Garment Sizes

At Clerk & Teller we display our sizes using the European size range (1-6) rather than S,M,L etc. This is reflected on both our garments and the website. To help our customers who may not be familiar with this, we have included the corresponding S,M,L etc. size with the size guide. Simply move your mouse pointer over the sizes on the product page to get this information. As a reference:

• Size 1 = X Small
• Size 2 = Small
• Size 3 = Medium
• Size 4 = Large
• Size 5 = X Large
• Size 6 = XX Large

My Account

Q. I have forgotten my password. How do I get a new one?
A. Click on the Login link in the top right of the website. A 'Forgot Password?' link is shown on the registration page, which you can click on. You will be asked for your email address (the one you used when you registered your details). Enter this and click on Send My Password. You will receive an email with a temporary password. Log on to our site using this password and you will be asked to enter a new password. You have up to 60 days to enter a new password.

Q. My password has expired. Why?
A. To protect your details, we set a 60 day duration on your account password. Once 60 days has passed, you will need to enter a new password the next time you log into our site.

Feedback

Q. Can I leave a review for any products that I buy?
A. Yes you can and it's easy to do. First, create an account with us if you have not already done so. Then, find the product you want to leave a review for and click Write Review. Give yourself a nickname (using letters and numbers) and give the product a rating from 1 to 5, leaving a comment below (this must be 50 characters or more to show on the website). Once you have done this, review your entry and click submit. Please note, it can take up to 72 hours for reviews to appear.

Q. Can I see reviews left by other people?
A. Any reviews left by customers can be seen in the Overall Rating (from 1 to 5) and by clicking on the Read Reviews link below this.