FAQs

How to clean you cap?

To wash your cap use a sponge and warm soapy water, dab the area that requires cleaning with the damp sponge until dirt is removed. Allow to hang dry in a well ventilated area. Do not put caps into the washing machine or tumble dryer.

How to clean your beanie?

Fill a clean sink or clean washing up bowl with warm water and washing detergent. Submerge the beanie into the water and soak for 30 minutes. Wash out detergent with cold water. Squeeze excess water out and allow to hang dry in a well ventilated area.

How to clean your socks?

Our socks can be washed in a washing machine at 30 degrees C with like colours. Tumble dry on low heat for 30 minutes or hang dry in a well ventilated area.

Can I cancel my order? 

Here at Klatch Co, we aim to have your order out on the same day as it is placed, which means it is not always possible to cancel your order before it is dispatched. So long as you have not received a confirmation e-mail and your order is still processing, then we can cancel this for you. All order cancellations must be sent to us via e-mail quoting your name and order number. We can then cancel your order and refund you. If however your order has been dispatched you will need to return the order to us at your own expense. 

Can I change my shipping address? 

Like with the cancellation policy, we can only change your shipping address whilst your order is still being processed. As soon as your items are dispatched, the only way we can get it to the correct address, is to wait for an attempted delivery to be made - at which point it will be returned to us and we can send the order out to the correct address. Please remember when wanting to make any amendments, to contact us via info@klatch.co, quoting your name and order number. If there was an error on the customers behalf, you may have to pay an additional shipping charge.

I have received the wrong/faulty item. What should I do?  

Faulty items:

Firstly - We apologise for this! At Klatch Co, quality is of upmost importance, so before sending the item back, please contact us quoting your name and order number and any additional information and pictures regarding the quality issue, so we can then pass this on to our manufacturers. We will then rectify the problem as soon as possible between ourselves and you, the customer.  

Wrong Item:

Again, we are incredibly sorry if you have received the wrong item(s) to what was originally intended to be purchased. Please provide us with the following information: 

  • Name and Order reference
  • Item name ordered but not received 
  • Item name received incorrectly
  • photo evidence of the wrong item. 

We will aim to get this issue rectified as soon as possible between both parties.

Missing items:

Apologies! Please contact us quoting your name and order number and any additional information regarding the missing item and we will then rectify the problem as soon as possible. 

What terms of payment do you accept? 

Most major credit or debit cards, are accepted, including: Visa, Visa electro, Master Card, UK Maestro, Paypal, Apple Pay and American Express.

Customer Service times: 

Our Customer service operating times are between the hours of 09:30am - 4:00pm GMT Monday-Friday. We currently do not offer support over weekends and UK public holidays. Please allow for busy periods when logging your enquiry.