Frequently Asked Questions
Are all your textile products made from natural fibres?
Yes, Our Wool sweaters are made from pure wool. All linen is woven from 100% pure flax yarn. Our Cashmere is from the best quality fleece of the Cashmere goat. Our Alpaca is from finest of fleeces which are specially sorted and selected and known in the trade as "baby alpaca" which is from the first shearing and nothing to do with age. Our cotton/linen range is knitted using carefully selected yarns from our own suppliers in Eastern Europe (Except where indicated in a few items using blends with a small percentage other fibre).
Is your Cashmere real?
Yes, it is genuine from the fleece of the Cashmere goat and selected from the best grades of Mongolian fibre. Many garments now purport to be cashmere but can in fact include blends of fine wool and are not pure Cashmere. Please note also our garments are all knitted using 4 ply yarns while many garments on the market are often single or 2 ply and as such very thin.
Can I be confident in my selection of colours?
Although it is impossible for us to create an exact reproduction of a sweater's colour, either on this website or on any of our printed material, please be assured that all shades are tried and tested.
How do I Choose the Correct Size?
If you find the size unclear while viewing a product you can check with our size guide or email us with measurement of a well fitting sweater you already own and we will happily compare measurements of our items and advise you which size is the closest match.
Do you also produce a printed brochure?
Unfortunately a full brochure is no longer available however we do have printed cards with information regarding web address and shop details etc. Our full range of products are only displayed on line or in the shop. If you have difficulty assessing the product on the web site please telephone and we can print an image for you.
How do I choose the correct size sweater?
What information do you give on washing care of products?
Care and washing instructions are available on the website and are supplied with each garment. You can also link directly to the washing care pages here for linen and wool.
ORDERS & PAYMENTS
Do you take credit cards?
Yes, we accept MasterCard, Visa, Debit and Maestro cards online or by telephone and also Paypal.
Credit Card Security
All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
You can also select "Credit Card details sent separately" at the on-line payment stage, the system will then print your order form, you then manually add your credit card/payment details and fax or post to us.
Clatteringford do not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. Credit card details are destroyed after processing of order.
What if I don't wish to pay by credit card?
No problem. We accept orders by email, fax, post or phone.
You can make your selections and send your order directly by e-mail or make your requests by fax +44 (0) 28 9187 4307 or by phone on +44 (0) 28 9187 4545. When your order is received we will contact you to arrange alternative payment method and delivery. Please remember e-mail is not secure and credit card details should not be sent in one message using e-mail.
You can also select "Credit Card details sent separately" at on-line payment stage, then you can print an order form and manually add your payment details and fax or enclose a cheque and post to us.
Of course you can still use the normal postal service and send to Clatteringford, The Stables, 51 Old Ballygowan Road, Comber, Newtownards, Co. Down, Northern Ireland BT23 5NP.
What is your returns policy?
If for any reason your purchase does not suit, we can exchange for a better fit, style or colour. If there is no alternative we can offer you a refund to be paid to your credit/debit card. However, please see our Size Guide
to help you make the right choice.
WHAT HAPPENS IF I DON'T LIKE THE ITEMS OR THEY DO NOT FIT?
No problem. Just send the item back to us and, depending on your preferences and stock levels, we'll either exchange it or give you a full refund.
WILL I GET BACK THE ORIGINAL POSTAGE AND PACKING CHARGES THAT I PAID IF I CANCEL MY ORDER?
If you are in the European Union and you cancel your order within fourteen days after the day you get your goods, and you cancel the whole order, we will refund the standard postage and packing costs you paid as part of that order (if any), in accordance with the Distance Selling Regulations. If you paid for premium or express delivery, we will only refund the cost of standard delivery. You will have to pay the costs of sending the order back to us. We will not refund any postage and packing charges if you cancel after the fourteen days allowed under the Distance Selling Regulations or if you only cancel part of your order (although you still have three months to return your goods and receive a refund for the cost of the goods).
What are your post and packing charges?
£3.95 UK Standard Post - subject to offers
£6.95 Republic of IRELAND
£15.00 North America (orders under £75 £8)
£35.00 Rest of World (orders under £75 £15)
The cost will be calculated by the system and you will be advised of the cost before committing to the order.
Orders will be despatched within 2 days of order unless you are advised otherwise via email.
For USA and Canada special delivery by Fed Ex can be selected during checkout process. Standard Airmail estimated delivery 7/10 days of despatch. Standard Airmail is a slightly cheaper option available for items costing less than £50. The (Recorded) Airmail service is available at £20 we may at our discretion use international signed for delivery or Airsure service by Royal Mail at no extra charge. Airsure ensures priority handling together with online tracking so you can check progress of your order. For packages over 2kg Recorded Airmail option gives a tracking number. Import duty if requested will be the buyers responsibility.
For large orders to USA and Canada goods will be despatched via Fed Ex or other carrier where possible or addressed to Mr & Mrs. We can arrange gift orders (with message) and delivery to an alternative address. Please make note of this when placing your order. Items which are being sent to an address other than that of the card billing address may be subject to confirmation with the card holder.
If I have a specific question not answered here, can you help?
No problem. Simply contact us using the telephone number or e-mail address shown on our Contact page.