Not quite right? You have 14 days to decide.
Like any online purchase in the EU, you can withdraw within 14 days of delivery. Send the piece back as it reached you and we refund you. If the mistake was ours, we pay for the trip back too.
- 14 days to decide
- Refund within 14 days
- Our mistake, our postage
14-day withdrawal
You changed your mind
- When
- Tell us within 14 days of delivery, then you have 14 more days to post it.
- Condition
- Please return items in the condition you received them. You may handle and try them on as you would in a shop. Use or damage beyond what is needed to assess the items may reduce your refund, where the law allows.
- Return postage
- Paid by you.
- We refund
- The item price, plus the original delivery at the standard rate if you return the whole order.
Faulty or not as described
Something is wrong on our side
- What counts
- A flaw we did not describe, a wrong grade, or a different piece from the one you ordered.
- Return postage
- Paid by us.
- We refund
- In full, delivery included. Each piece is one of a kind, so instead of a swap we refund you.
- Handled
- Within 30 days, usually far sooner.
How to send something back
Four steps, no extra paperwork.
Tell us
Within 14 days of delivery, at support@cloverandhem.com with your order number. One sentence is enough, or use the form below.
Pack it
As it arrived, tags still on for New with tags pieces. The mailer it came in works well.
Post it
Within 14 days of your message. Easiest and cheapest: Zásilkovna to our pickup point (B. Martinů 2097/30, Nový Jičín). Any other carrier works too; we email you both addresses. A tracked service is best.
Get your refund
Within 14 days, to the way you paid. It goes out once the parcel reaches us or you show us proof of posting.
What “as it arrived” means
- Tried on at home, like in a fitting room
- Tags still on New with tags pieces
- Worn out and about, washed or altered
- New marks or smells (perfume, smoke, pets)
- Tags cut off a New with tags piece
We always accept the return. If a piece comes back worn or damaged, though, the law lets us reduce the refund by the loss in value. Before we do, we send you photos and explain why.
What comes back to you
Exactly, with no small print.
| Change of mind | Our mistake | |
|---|---|---|
| Item price | ✓ in full | ✓ in full |
| Original delivery | ✓ when the whole order comes back, at the standard rate | ✓ in full |
| Return postage | ✕ paid by you | ✓ we cover it |
If a fault shows up later
- Not a fault: wear that matches the grade, and any flaw we named or photographed in the listing. The price already reflects it.
- Pre-loved pieces: a hidden fault can be claimed within 12 months of delivery.
- New with tags: within 24 months of delivery.
Email us your order number and a photo and we sort it within 30 days. The detail is in our terms and conditions.
Model withdrawal form
You do not have to use it; a short email works just as well. If you prefer, copy the text, fill it in and send it to support@cloverandhem.com.
Shop without the worry
See allEvery piece with an honest grade, flaws photographed, and 14 days to decide.
The 14-day withdrawal right applies to consumers, meaning people buying for themselves rather than for a business. The full terms are in our terms and conditions. Your statutory rights are not affected.