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Frequently Asked Questions
About Us
- Where is your company Based?
- Do you have a retail store?
- Do you have a catalogue?
- Do you wholesale goods?
- Do you sell both mens and womens clothes?
Contact Us
- Can I contact you over the phone?
- What email address should I use to contact you?
- What is your postal address?
Delivery
- How long does delivery take?
- How much is delivery?
- Can I track my item?
- How do I know if my item has been dispatched?
- Can I collect my item from your store?
- What courier do you use for deliveries?
- Can someone else sign for my delivery?
- Can I change the delivery address?
- Do you deliver to BFPO addresses?
- Do you deliver to my country?
- What if I'm not home when it's delivered?
Payments
- Is it safe to order online?
- Which credit cards do you accept?
- Do you accept gift vouchers?
- Can I use a different payment method?
- When will my card be charged for my order?
Products
- Are all your products genuine?
- Do you have more sizes available?
- Will you be getting more?
- Can I get more information on a Product?
- The item I bought is now in sale, can I get the difference refunded?
Your Order
- I'm new, how do I order?
- How do I check if an item is in stock?
- How do I know if my order was successful?
- Can I change/cancel my order?
- Can I use my discount code more than once?
- I forgot to use my discount code. Can I get the discount refunded?
- Where is my order?
- Do you gift wrap orders?
- You haven't replied to my query?
- My order contains a faulty item?
- You have sent me the wrong item?
- Can you confirm you have received my return?
- Part of my order is missing?
Returns
- How do I return an item?
- What is your returns policy?
- How long does it take to process returns?
- How long will it be before I get a refund?
- How long will it be before I get an exchange?
- Who pays for return postage?
- Can you confirm you have received my return?
- Why have you not refunded the delivery charge?
- You have refunded me the wrong amount.
- I have been refunded less than I was expecting?
About Us
Where is your company Based?
We are a based in London. Our postal address is Mash Clothing, 73 Oxford Street, London, W1.
Do you have a retail store?
Yes, We have a retail store in London.
Do you have a catalogue?
We do not currently produce a catalogue, as both our products and stock levels change daily.
Do you wholesale goods?
No, we do not wholesale goods, we are a retail operation.
Do you sell both mens and womens clothes?
Although some styles are unisex, we do not sell womenswear as such.
Contact Us
Can I contact you over the phone?
Yes, please call us on +44(0)207 434 9609 any time between 10am-6pm, we do sometimes experience a high volume of calls, as such please be patient if you can not get through straight away.
What email address should I use to contact you?
info@mashclothing.com is the contact to use. This address is dedicated to queries regarding orders and purchases and will allow us to answer your questions as quickly as possible. We aim to answer all email within an hour.
What is your postal address?
Our postal address is Mash Clothing, 73 Oxford Street, London, W1.
Delivery
How long does delivery take?
On orders placed before 3.30pm we guarantee the item(s) will be dispatched the same day, via Royal Mail, and should delivered Next Working Day. This is of course dependent on payment and stock availability.
How much is delivery?
All our orders are sent Next Working Day Guaranteed at a cost of £3.95, and Saturday Guaranteed is £10.50. Delivery on International orders is based on weight. Please see our Shipping section of further Information.
Can I track my item?
If you would like the tracking details for any order please email us or call us and we will be happy to help.
How do I know if my item has been dispatched?
All orders placed before 3.30pm (GMT) will be shipped that day, dependant on payment and stock availability. You will receive a dispatch confirmation via email, sent to the email address on your online account.
Can I collect my item from your store?
Yes, please contact us via phone on +44(0)207 434 9609 to arrange a store collection. Please print off, and bring along your order confirmation, as we will require this as proof of purchase and identity. Your postage will be refunded upon collection.
What courier do you use for deliveries?
We use Royal Mail or DHL to send all our orders.
Can someone else sign for my delivery?
Royal Mail Special Delivery and DHL requires somebody at the delivery address to sign for the package, it does not have to be the addressee. The signature is electronically logged for security. Any signature at the address will be taken as proof of delivery by us.
Can I change the delivery address?
On orders placed online we provide the option to ship to a different address than the one at which your card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. Orders placed over the telephone must be shipped to the billing address. If the order has already left our office, then the delivery address cannot be changed.
Do you deliver to BFPO addresses?
We can ship to BFPO addresses, please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.
Do you deliver to my country?
We deliver to most countries worldwide, your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location, feel free to contact us for additional information on International orders.
What if I'm not home when it's delivered?
If Royal Mail are unable to obtain a signature from somebody at the address then your parcel will be returned to your nearest Royal Mail depot. Royal Mail will leave a card at the delivery address, which will have instructions of re-delivery or collection.
Payments
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payment, to ensure the authenticity of each card payment.
Which credit cards do you accept?
We currently accept - Mastercard, VISA, American Express, Solo, Switch / Maestro, Visa Debit, Delta and Electron for ayments online. Unfortunately American Express can not be accepted on phone orders.
Do you accept gift vouchers?
No, Sorry.
Can I use a different payment method?
No, we do not accept any other payment method other than those listed above. Cash payments may be made at our retail store. We do not accept cheques or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Products
Are all your products genuine?
Yes, we are licensed stockists of all our products, and they are ALL 100% authentic.
Do you have more sizes available?
With products selling very quickly online and in-store we cannot always keep up with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a size is not shown on a new item, please email, or call our web team on +44(0)207 434 9609 and they will be happy to help.
Will you be getting more?
Due to the limited nature of some of the products we stock we can often sell out very quickly. We do Sometimes re-stock of classic or popular items, and if you would like to ask about a product, size or colour that is not shown, please email, or call our web team on +44(0)207 434 9609 and they will be happy to help.
Can I get more information on a Product?
If you require any additional information on any of the products on our website please email, or call our web team on +44(0)207 434 9609 and they will try to provide you with all the information you require.
The item I bought is now in sale, can I get the difference refunded?
Unfortunately it is very difficult for us to know if and when something will go into sale. As a result if something does go down in price after you have purchased it, we are unable to refund the difference.
Your Order
I'm new, how do I order?
At mashclothing.com we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This us a very simple process and will ensure you can quickly and safely make orders. Once you have created your account, browse the site; either using the categories listed down the side, our search function, or by looking at our most recently added products. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
How do I check if an item is in stock?
With some of our more popular items, due to the high rate of sales in-store as well as online there may be some discrepancies. We will try to inform you as soon as possible via email if a product is out of stock, however if you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +44(0)207 434 9609.
How do I know if my order was successful?
If your order is successful you will receive an automated email to confirm your order has been received, and is being processing. This means the payment was successful, however if an item is not in stock, or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your item(s) have been dispatched.
Can I change/cancel my order?
We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations, and our Returns Policy. More information on making a return can be found in this Customer Service Section, or in our dedicated Returns Section.
Can I use my discount code more than once?
This depends on the type of code you have received; you will be made aware of this upon receipt of your code.
I forgot to use my discount code. Can I get the discount refunded?
This should never be a problem, simply give us a call on +44(0)207 434 9609, and providing the code is valid we will refund you the variance.
Where is my order?
If an order has not arrived when you were expecting it, we recommend first checking the email account your mashclothing.com account is registered with. Any updates in status will be passed on via email, as it is our primary mode of contact. If you have not received any email updates, contact the web team on +44(0)207 434 9609 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help, all our shipments are insured to the necessary value.
Do you gift wrap orders?
Sorry, at this time gift-wrapping is not an option provided by mashclothing.com.
You haven't replied to my query?
We try to respond to any queries as quickly as possible, however sometimes there may be delays. As a small independent company we occasionally receive multiple queries at peak times. In such instances we are still trying to provide all our customers the best possible service, but it may take more time. We ask for your patience, but we appreciate how frustrating it can be to have to wait for a response. If you email us again we will give you a call back to address any problems and update you on the progress of your enquiry.
My order contains a faulty item.
If for some reason your order contains a faulty item please contact the sales team immediately and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund, or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been worn or washed.
You have sent me the wrong item.
If you have been sent the wrong item please follow the returns procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock for any reason, we will contact you to arrange an alternative.
Can you confirm you have received my return?
We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44(0)207 434 9609 and check if we have received your return.
Part of my order is missing?
An item could be missing from your order for several reasons, more often than not because one item was out of stock. In this case you will have received and email stating this and/or your invoice will be marked as being part complete, and you will have been refunded for the item that was not in stock. If this is not the case, please give us a call and we will do all we can to help.
Returns
How do I return an item?
For information on returning an item please Click Here.
What is your returns policy?
Our WEB STORE returns policy means that if you are not fully happy with the goods you have received, you can return them to us within 7 days of receipt, providing they are in original resalable condition. Please see instore for our retail store returns policy. Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition. This does not affect and is in addition to your statutory rights as a consumer. Please enclose the completed Returns form with your goods, and make sure all returned items are well packaged, as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in the return transit. Please check all goods for any faults before removing the labels from the item.
How long does it take to process returns?
We aim to process any returns within 3 working days of receiving them.
How long will it be before I get a refund?
As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.
How long will it be before I get an exchange?
After your return has been processed, as long as we have the exchange items on stock you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 working days from us receiving the item.
Who pays for return postage?
You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item for an exchange we will cover costs for sending the replacement item to you.
Can you confirm you have received my return?
We will try to handle your return as quickly as possible, and you will be notified by email when the return has been processed. We recommend that to make a note of the shipping reference provided to you when you send the items back. This will allow you to track your parcel at every stage of delivery, including when we receive it. However, please feel free to call us on +44(0)207 434 9609 and check if we have received your return.
Why have you not refunded the delivery charge?
Unfortunately we cannot return the original Postage & Packaging charges paid by you if you require a refund, so all refunds are MINUS this amount.
You have refunded me the wrong amount.
If you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team either calling +44(0)207 434 9609 or by e-mailing info@mashclothing.com.
I have been refunded less than I was expecting?
In some cases we reserve the right to apply a restocking and handling fee, to cover bank charges and admin costs. Please refer to our Terms and Conditions for full details.