FAQs

Are Your Items Authentic?

All the items our professional sellers list are 100% authentically sourced and quality checked by us. Should you find any anomalies or issues with any of the items simply get in touch with us, we are always happy to discuss things and go through any issues.

Are The Items You Sell Brand-New or Pre-Owned?

The items we sell are a mixture of brand-new, near new or preowned. We only sell items that we consider to be in a more than reasonable condition. We do not sell preowned items that are damaged or have too much wear.

How Can I Contact You With a Query?

We offer several ways for individuals to get in touch with us, whether by email or through our social channels, all of which can be found on our contact page. For direct enquiries, you can reach us at support@clothingoffload.com.

How can I contact you with a query?
We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?
Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

What queries can you help with?
We can assist with most questions related to buying, selling, or sourcing items through our platform. For enquiries outside the scope of our service—such as general clothing advice or brand-related queries—we recommend contacting our partner brand, The Hoxton Trend.

How Do I Make A Purchase?

How do I use your website?
Our website is designed to be simple and intuitive, much like other established e-commerce platforms. You can browse the shop or explore specific categories to view available items. We recommend checking key details such as sizing, condition, and product descriptions carefully. If you require further information about an item, our team is available to assist. Once you have found something you wish to purchase, simply add it to your basket and proceed through the secure checkout process.

How do I know your site is safe?
Your concern is completely valid, especially given the number of unreliable websites in the marketplace. We have operated as a brand for over nine years, backed by more than two decades of combined industry experience. Our team uses this expertise to authenticate and quality-check every item thoroughly, supported by trusted sources from within our community. We are also powered by our partner brand, The Hoxton Trend, which has a significant and long-established presence within the menswear community—further reinforcing the legitimacy and reliability of our platform.

How can I contact you with a query?
We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?
Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

What queries can you help with?
We can assist with most questions related to buying, selling, or sourcing items through our platform. For enquiries outside the scope of our service—such as general clothing advice or brand-related queries—we recommend contacting our partner brand, The Hoxton Trend.

How do I know your site is safe?

How do I use your website?
Our website is designed to be simple and intuitive, much like other established e-commerce platforms. You can browse the shop or explore specific categories to view available items. We recommend checking key details such as sizing, condition, and product descriptions carefully. If you require further information about an item, our team is available to assist. Once you have found something you wish to purchase, simply add it to your basket and proceed through the secure checkout process.

How do I know your site is safe?
Your concern is completely valid, especially given the number of unreliable websites in the marketplace. We have operated as a brand for over nine years, backed by more than two decades of combined industry experience. Our team uses this expertise to authenticate and quality-check every item thoroughly, supported by trusted sources from within our community. We are also powered by our partner brand, The Hoxton Trend, which has a significant and long-established presence within the menswear community—further reinforcing the legitimacy and reliability of our platform.

How can I contact you with a query?
We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?
Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

What queries can you help with?
We can assist with most questions related to buying, selling, or sourcing items through our platform. For enquiries outside the scope of our service—such as general clothing advice or brand-related queries—we recommend contacting our partner brand, The Hoxton Trend.

How do I know your site is safe?

At CLOFF, your safety and privacy are our top priority. Even without customer accounts or logins, we use multiple layers of protection to ensure a secure shopping experience.

Secure, Encrypted Website (HTTPS)

Our website uses SSL encryption, which protects all information you enter — including your name, address, and payment details.You’ll see the padlock symbol in your browser, confirming the connection is secure.

Safe & Trusted Payment Processing

We do not store or handle your card details directly.All payments are processed securely by industry-leading, PCI-compliant payment providers. This means your card information is encrypted and handled with the highest security standards.

Fraud & Security Protection

We use automated security tools to help prevent:Fraudulent transactionsUnusual activityUnauthorized purchasesThis helps keep both customers and sellers protected.

Data Privacy & GDPR Compliance

We only collect the information needed to process your order and deliver your items.Your personal data is protected under strict GDPR guidelines and is never sold or shared with third parties for marketing.

Verified Pro Sellers

Every pro seller on CLOFF undergoes a verification process to ensure:Product authenticityReliable shippingAccurate listingsThis helps minimize risks such as incorrect or counterfeit items.

Dedicated Customer Support

If something goes wrong — a damaged item, an incorrect order, or any concern — our support team is available to help resolve it quickly and fairly.

support@clothingoffload.com

What are my payment options?

Can I pay via credit or debit card?
Yes. We offer secure payment by credit and debit card to ensure a smooth and straightforward checkout experience. Once your item is in the cart and you proceed to checkout, you can enter your card details through our secure payment system. We use Stripe to ensure all transactions are safely encrypted and protected.

Can I pay by cash, cheque, or postal order?
Unfortunately, we do not accept cash in hand, cheques, or postal orders.

Orders, Shipping and Delivery

When will I receive a tracking number?
As soon as your order has been dispatched, we will send you your Royal Mail tracking number so you can monitor your parcel every step of the way.

Where can I check the tracking number?
You can track your parcel directly on the Royal Mail website by entering your tracking number here:
https://www.royalmail.com/track-your-item

How long will delivery take once dispatched?
All items are shipped via Royal Mail Next Day Delivery and should arrive the next working day. This excludes Saturdays and Sundays.
For example, if you purchase an item on a Friday or Saturday, it will typically arrive on Monday or Tuesday, depending on dispatch time (within 24–48 hours).

How much is delivery?
Delivery is charged at £8. Royal Mail’s Next Day Service often exceeds this cost, but we aim to keep delivery fees as low as possible for our customers.

Can I change my delivery address after placing an order?
We can only ship to the address provided at checkout and approved by your payment provider. If you need to change the address, we may need to issue a refund and ask you to place a new order. Please ensure all address details are correct before completing your purchase.

What happens if my item does not arrive on time or goes missing?
If you experience any issues with your delivery, please contact us via email and we will investigate immediately. We have had an excellent track record with Royal Mail’s Next Day Delivery service, and any issues are typically resolved quickly.

Returns Policy

What is your return policy?
Our return policy requires that you notify us of your intention to return an item within seven days of receiving it. Once your return has been approved, you will have a further seven days to send the item back to us. The item must be returned in the same condition in which it was sent—unworn outside, unused, and exactly as received.

How can I initiate a return?
To begin a return, please contact us via email with your order number and the reason for your return. We will then provide you with a returns form to complete and include with your item.

Do you offer free returns?
At this time, we do not offer free returns. Buyers are responsible for return shipping costs. We strongly recommend using Royal Mail Special Delivery or another tracked and insured service. If an item is lost during return transit, we cannot be held responsible.

How is a refund processed?
Once we receive your returned item, please allow up to five days for your refund to be processed. Refunds are issued to the original payment method used—whether that is debit card, credit card, PayPal, or bank transfer.

FAQs

All the items our professional sellers list are 100% authentically sourced and quality checked by us. Should you find any anomalies or issues with any of the items simply get in touch with us, we are always happy to discuss things and go through any issues.

The items we sell are a mixture of brand-new, near new or preowned. We only sell items that we consider to be in a more than reasonable condition. We do not sell preowned items that are damaged or have too much wear.

We offer several ways for individuals to get in touch with us, whether by email or through our social channels, all of which can be found on our contact page. For direct enquiries, you can reach us at support@clothingoffload.com.

How can I contact you with a query?We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

How can I contact you with a query?We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

How can I contact you with a query?We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

Secure, Encrypted Website (HTTPS)

Safe & Trusted Payment Processing

Fraud & Security Protection

Can I pay by cash, cheque, or postal order?Unfortunately, we do not accept cash in hand, cheques, or postal orders.

When will I receive a tracking number?As soon as your order has been dispatched, we will send you your Royal Mail tracking number so you can monitor your parcel every step of the way.

Where can I check the tracking number?You can track your parcel directly on the Royal Mail website by entering your tracking number here:https://www.royalmail.com/track-your-item

How much is delivery?Delivery is charged at £8. Royal Mail’s Next Day Service often exceeds this cost, but we aim to keep delivery fees as low as possible for our customers.

How can I initiate a return?To begin a return, please contact us via email with your order number and the reason for your return. We will then provide you with a returns form to complete and include with your item.

Do you offer free returns?At this time, we do not offer free returns. Buyers are responsible for return shipping costs. We strongly recommend using Royal Mail Special Delivery or another tracked and insured service. If an item is lost during return transit, we cannot be held responsible.

How is a refund processed?Once we receive your returned item, please allow up to five days for your refund to be processed. Refunds are issued to the original payment method used—whether that is debit card, credit card, PayPal, or bank transfer.

How can I contact you with a query?
We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?
Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

How can I contact you with a query?
We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?
Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

How can I contact you with a query?
We offer several ways to get in touch, including email and social media. All contact details can be found on our dedicated contact page.

How long should I expect to wait for a reply?
Our standard response time is within 24 hours, even during busy periods. In exceptional cases, replies may take up to 48 hours. However, in most instances, our team responds much sooner—often within the hour.

Can I pay by cash, cheque, or postal order?
Unfortunately, we do not accept cash in hand, cheques, or postal orders.

When will I receive a tracking number?
As soon as your order has been dispatched, we will send you your Royal Mail tracking number so you can monitor your parcel every step of the way.

Where can I check the tracking number?
You can track your parcel directly on the Royal Mail website by entering your tracking number here:
https://www.royalmail.com/track-your-item

How much is delivery?
Delivery is charged at £8. Royal Mail’s Next Day Service often exceeds this cost, but we aim to keep delivery fees as low as possible for our customers.

How can I initiate a return?
To begin a return, please contact us via email with your order number and the reason for your return. We will then provide you with a returns form to complete and include with your item.

Do you offer free returns?
At this time, we do not offer free returns. Buyers are responsible for return shipping costs. We strongly recommend using Royal Mail Special Delivery or another tracked and insured service. If an item is lost during return transit, we cannot be held responsible.

How is a refund processed?
Once we receive your returned item, please allow up to five days for your refund to be processed. Refunds are issued to the original payment method used—whether that is debit card, credit card, PayPal, or bank transfer.