Orders, Shipping & Returns
Gift Cards and commissions
To purchase a Gift Card, please email us at shop@thecloth.com or visit us in person at The Cloth’s atelier located at 24 Erthig Road, Belmont, Port of Spain, Trinidad & Tobago.
To discuss a design commission, please visit us at the atelier or email us at admin@thecloth.com.
Placing an order
We ask that you provide an accurate email address that you can access during the registration of your account and the check-out process of all your orders. We will use this information to contact you about your order.
Our acceptance of your order will occur when we email you to accept it and assign an order number to you. At which point a contract will come into existence between you and us. Do tell us the order number whenever you contact us about your order.
If we cannot accept/fulfil your order, we will inform you of this by email and not charge you for the items. We may cancel your order because the product is out of stock, we have identified an error in the price or description or are unable to meet the delivery deadline you have specified. We reserve the right to refuse an order if we cannot authorise payment or suspect fraudulent activity.
Returns and refunds
It would be our pleasure to get to know you, so feel free to email us. We’ll happily walk you through how to choose the proper sizing for your order.
We hope that you are delighted with your pieces from The Cloth. We manufacture our designs at our atelier in Belmont, Port of Spain, Trinidad & Tobago. Due to customs restrictions, we will accept returns and a full refund of your purchase and shipping costs only if your order meets both of the following conditions:
- the order is incorrect / damaged / presents manufacturing defects
- the piece is in its original condition, unworn, with tags and packaging included
If your return meets these conditions, please contact us by email at shop@thecloth.com within fifteen (15) business days of receiving the pieces, and we will remedy this asap.
If your order does not meet these conditions, and you wish to exchange for a different size or style, please email us and reference your order number. You are able to return for a different size, style or store credit. We do not issue refunds at this time. Please be aware that shipping costs and handling charges will also be non-refundable. You are responsible for prepaying and insuring your return shipment. If you choose to return, please attach the commercial invoice to your package along with the shipping label and ship it to our atelier located at 24 Erthig Road, Belmont, Port of Spain, Trinidad & Tobago, West Indies. We recommend that you use tracked mail as you will bear responsibility for any loss or damage to the shipment.
Changing or cancelling an order
Contact us by email at shop@thecloth.com to change or cancel your order within 24 hours of receiving confirmation of your order. In case of a change, we will let you know if it is possible and any changes to the price of the product, the timing of supply and anything else necessary due to the change. If we do not receive your cancellation request within this time, your order will be processed and shipped.
Delivery
The costs and estimated date of delivery will be displayed to you on our website. Our atelier will aim to fulfil your order within three (3) business days if the item is in stock. If the item is made to order, production may take an average of two (2) weeks.
For orders within Trinidad & Tobago, we offer free home delivery for orders valued at US$100 or more, and these will be fulfilled via TTPOST. Orders below this value, will be billed according to TT POST rates. TTPOST generally delivers within one to two (1-2) business days.
DHL Express Worldwide facilitates our international delivery. Depending on the destination and the value of the order, the delivery cost will vary. Please note that the delivery method used by DHL Express Worldwide is dependent upon the destination. DHL Express Worldwide generally delivers within four to five (4-5) business days.
We are not responsible for delays outside our control. If an event outside our control delays our product supply, we will contact you as soon as possible to let you know, and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event.
Business days are Monday to Friday, except holidays. Please note that we do not ship on weekends, public holidays or the three days of Carnival. Around these dates, delivery will take longer than usual, so please allow extra time when calculating the estimated delivery date and when choosing your delivery option. These delivery times and methods are subject to change.
Customs, Duties and Taxes
Orders shipped outside of Trinidad and Tobago may be subject to import taxes, customs duties, and fees levied by the destination territory. You must fulfil additional charges for customs clearance. As the recipient, you will be considered the importer of record, and you must comply with all laws and regulations of the destination territory. Customs policies vary widely. We recommend that you contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. The Cloth has no control over these charges, nor can The Cloth predict or estimate what they may be.
Risk of Loss
The risk of loss and title for items purchased by you pass to you upon our delivery of the items to the carrier.
Items on this Site
The images of the items on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the items. All measurements and sizes are estimates, but we do attempt to have them as accurate as possible. We take all reasonable steps in providing the most accurate descriptions possible of all items sold throughout the site.
Payment
WiPay, the Caribbean’s leading payment platform, will process the payments you make on this website. WiPay Card Payment Services allow us to accept payments using most credit, debit or prepaid cards bearing the trademarks of Mastercards International Inc. (“MasterCard”) and Visa Inc. (“Visa”).
There is a standard processing fee of between 3% to 3.5% of the purchase value for payments made by credit card. There is an additional payment gateway fee of USD$0.25 per online payment made by credit card. The processing fee and the payment gateway fee are applied at the time of payment. For more information on WiPay payment gateway please see WiPay’s terms and conditions.
All items remain the property of The Cloth Caribbean Limited until full payment is received. The Cloth Caribbean Limited is not responsible for any issues concerning the payment portals operated by Third Parties (as outlined below in Links to Third Party Websites.)
