FAQ
Where do your clothes come from?
Mostly from families whose children outgrew them long before they wore them out. Some pieces are brand new with tags: end-of-line stock, outlet buys, or gifts that never fitted. The grade on every listing tells you exactly which is which.
How do I know what condition something is really in?
Every piece is graded against a fixed four-point scale, and every listing has a “What we found” note written by whoever checked that specific garment. Any flaw is named and photographed close up. If what arrives doesn’t match what we wrote, we refund you in full including postage.
Is everything washed?
Yes. Everything is washed and steamed before it’s photographed and again before it’s posted. Wool goes through a wool cycle, outerwear is wiped down and re-proofed where it needs it.
Why is there only one of most things?
Because each piece is a single garment with its own history. When it’s gone, it’s gone. If you’re watching something, the fastest way to get it is to buy it.
Do you take clothes from families?
Yes. Send us a bag of outgrown clothes and you get store credit for the next size up. Everything is on our Sell to us page.
How fast do you post?
Same day if you order before 2pm on a weekday, next working day otherwise. Delivery across Czechia usually takes 1–2 working days, and 2–4 to Slovakia.
Can I return something?
Yes. You can withdraw within 14 days of delivery and send the piece back unworn, as it reached you; return postage is yours to cover. If we got the grading wrong or something isn’t as described, we pay the return postage and refund you in full. All the details are on our Returns page.
What’s the packaging like?
Plastic-free. Recycled paper mailer, paper tape, and a card with the piece’s grade on it. Nothing you have to think about before you bin it.
Do you ship outside Czechia?
Yes, to Slovakia. The rest of the EU is coming soon: leave your email on our Delivery page and we will tell you the day it opens.
How do I choose the right size?
Go by your child’s height, not their age. Our sizes run from 56 cm (newborn) to 170 cm (teen), and each size is the height it fits. If your child is near the top of a size, go one up. The Size guide has a height finder plus chest and waist measurements.
What do the four grades mean?
Every piece carries one of four grades: New with tags, Like new, Gently worn or Well loved. The listing tells you which, and any flaw is named and photographed. What each grade means, and how we check, is on How we grade.
Is there a discount if I buy more than one piece?
Yes, automatically in the cart: 2 pieces get 10% off, 3 or more get 15% off. No code needed. Our Living sets group pieces that go well together.
Where else is it worth buying kids’ clothes?
It depends on what you need. Socks and multipack bodysuits are often cheaper new from a chain, while pricier pieces are worth buying second-hand. What our sorting table has taught us about hand-me-downs, Vinted, classifieds and cheap chains is in our buying guide.
How much is delivery?
Delivery is charged once per parcel, not per piece. The fuller the parcel, the cheaper the delivery. Czechia, to a pickup point or box: 79 Kč, 49 Kč from 500 Kč, free from 799 Kč. Slovakia: 4,99 €, 3,99 € from 20 €, free from 50 €. Home delivery is available in both, see Delivery. Checkout always shows the exact price before you pay.
Can I exchange something for a different size?
Every piece is one of a kind, so we can’t swap it for the same item in another size. You can return it within 14 days of delivery for a refund and order the piece you’d like instead. See Returns.
How can I reach a person?
Email support@cloverandhem.com. We reply within one working day, Monday to Friday.