FAQs
Frequently Asked Questions (FAQs)
Last updated: 31 October 2025
Welcome to the Klerenhaus FAQ section. Here you’ll find answers to our most common customer questions about orders, shipping, sizing, and returns. If you still need help, contact us at support@klerenhaus.com and we’ll reply as soon as possible.
Orders & Payments
How do I place an order?
Simply browse our collections, choose your size and colour, then click Add to Cart and proceed to checkout. You can checkout securely using debit/credit cards, Apple Pay, Google Pay, Shop Pay, or PayPal (where available).
Can I change or cancel my order after placing it?
We aim to process orders quickly, so please contact us immediately at support@klerenhaus.com. Once an order is dispatched, we can’t modify or cancel it, but you can return it once it arrives (see our Returns & Exchanges page).
What payment methods do you accept?
We accept major debit and credit cards (Visa, MasterCard, Amex), PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are securely processed.
Do I need an account to order?
No, you can checkout as a guest. However, creating an account allows you to view order history, save addresses, and track future orders more easily.
Shipping & Delivery
How long will my order take to arrive?
Delivery depends on your location and chosen shipping service. Typical times are:
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UK: 3–8 working days
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Europe: 4–8 working days
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North America: 6–12 working days
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Rest of World: 10–14 working days
See our Shipping & Delivery page for detailed service options and timeframes.
How do I track my order?
Once your order ships, you’ll receive an email with your tracking link. It can take up to 24 hours for tracking updates to appear.
Do you offer express delivery?
Yes! UK customers can choose Next Working Day Delivery at checkout (order by 1:00 pm UK time). Express options for international customers vary by location.
How much does shipping cost?
Shipping rates are calculated at checkout based on weight, location, and service. UK delivery starts from £3.95, and international rates from £9.95. We offer Free Shipping on orders over £75 (UK) or £150 (International).
Returns & Exchanges
What is your return policy?
You can return or exchange most items within 30 days of delivery, provided they’re unused, unwashed, and in their original packaging with tags attached. Some hygiene and personalised items can’t be returned. See our Returns & Exchanges for details.
How do I start a return?
Email support@klerenhaus.com with your order number and reason for return. We’ll send you a return label (UK) or instructions (International). Refunds are processed within 3–5 working days after inspection.
Do you cover return shipping costs?
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UK: £3.95 is deducted from your refund (first exchange free)
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International: You cover return postage
If your item is faulty or incorrect, we’ll cover all shipping fees.
Products & Sizing
How do I know my size?
Each product page includes a detailed Size Guide. If you’re unsure between two sizes, we generally recommend choosing the larger fit for comfort—especially for outerwear.
Are your items true to size?
Most of our products fit true to standard UK/EU sizing, unless stated otherwise in the description. Check each listing for fit notes (e.g., oversized, slim fit, cropped).
Do you restock sold-out items?
Some bestsellers are restocked depending on supplier availability. You can sign up for Restock Alerts on the product page if available.
Are your products ethically sourced?
Yes. We partner with trusted suppliers who prioritise fair working conditions, sustainable materials, and water‑conscious production methods. Learn more on our About Us page.
Pre‑Orders & Special Items
What does “Pre‑Order” or “Sourced for You” mean?
These items are made or sourced on demand, often from our overseas partners. They take 5–10 business days longer to dispatch. You’ll receive tracking once the item arrives at our UK hub and is sent out.
Can I cancel a Pre‑Order?
Yes, within 24 hours of purchase. After that, cancellations depend on production status. Contact support@klerenhaus.com for assistance.
Promotions & Gift Cards
How do I use a discount code?
Enter your code at checkout in the “Discount code” box before payment. Only one code can be used per order.
Do you sell gift cards?
Yes! Klerenhaus digital gift cards are available in several denominations. They’re delivered by email and never expire.
Can I use multiple discounts or gift cards?
You can use one discount code per order, but you can combine a gift card with a discount.
Technical & Support
I didn’t receive my confirmation email—what should I do?
Check your spam/junk folder first. If it’s not there within 10 minutes, email support@klerenhaus.com so we can resend your confirmation.
My tracking hasn’t updated—what should I do?
Sometimes carriers take 24–48 hours to update tracking. If there’s no update after 7 working days (UK) or 20 working days (International), contact us for help.
How do I contact customer service?
Email support@klerenhaus.com — we typically reply within 24–48 hours (Mon–Fri).
Quick Links
Thank you for shopping at Klerenhaus — your modern boutique for seasonal essentials.