Browse F.A.Q. Topics
- My Account & Signing Up4
- My Order & Delivery12
- Payment & Security4
- Product Information7
- Returns & Refunds9
My Account & Signing Up
I’ve forgotten my passwordNo problem. Click on Password Reminder and we’ll send you a new password to your account email address. Don’t worry if it’s complicated. Once you’ve logged in you can go to my account and set it to something more memorable. However, please remember that password security is ultimately up to you, and choose a password with a mixture of numbers and symbols included.
How do I access My Account?Once you have registered you can access your account at anytime by clicking on the My Account link at the top and bottom of the page. Here you can change your preferences, update your payment information and address book, track your orders and manage your account password.
Do I have to sign up to enter competitions?Yes. We need your information to ensure that if you’re lucky enough to win, we can contact you to let you know. By signing up you’ll also get early notifications of limited edition releases, exclusive styles, rare colourways and an early heads up on our sales and special offers.
Do I need to sign up to 24HOURCLUB to buy items?Yes, but it's worth your while. By registering your details you won't have to enter the same information every time you order. You can also choose to receive regular email updates on the early notification of limited edition releases, exclusive styles, rare colour-ways and an early heads up on when our sales starts.
My Order & Delivery
You’ve sent me the wrong item(s).We're only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we will do our best to get the right items to you as soon as possible. Get in touch with us at email@example.com and let us know. We will of course cover all cost regarding the mistake, including all shipping costs incurred.
Can I change or cancel my order?If your order has been placed, but not dispatched, we will make every effort to change or cancel your order wherever possible. Please email us at firstname.lastname@example.org for assistance.Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so. If you have already received your goods and for whatever reason they are not to your satisfaction, then we do offer refunds and exchanges in accordance with our policies. Please see the returns section below for more information, follow the link to our Returns Page or read our Terms and Conditions. There will also be information enclosed within your package, including a returns form. If further clarification is required, email us at email@example.com .
Where is my order?If your order has not arrived when you were expecting it then please check the following:
- - Check you have received a dispatch confirmation email.
- - Check the tracking link via your dispatch confirmation email to view the most up-to-date information on the whereabouts of your parcel.
- - Check within My Account. Is your delivery address correct? Are your contact details up to date?
- - Check for text messages, emails and attempted delivery cards from one of our couriers.
- - Your parcel may be awaiting collection at a local delivery depot, or you may need to re-arrange delivery.
- - Check no one else residing at your address has taken receipt of your parcel.
Can I change the delivery address?We do not provide the option to ship to an address different to the billing address. We reserve the right to verify details with our customers before shipping. If you have made a mistake with your delivery details please contact us immediately at firstname.lastname@example.org and we will try to amend them. If the order has already been dispatched, then the delivery address cannot be changed.
What courier do you use for deliveries?For all shipping in the UK we use Royal Mail unless otherwise stated, and then only in circumstances in which a better service is available. If you require further clarification or have special delivery requirements, please contacts is at email@example.com and we will try our best to meet them.
Do you deliver to PO Box addresses?No. Our orders require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box Address.
Do you deliver to my country?Yes we ship worldwide.
Can I add items to my order?Unfortunately, once the order has been placed we can't guarantee we can add to it before dispatch, or combine orders with orders placed earlier. You will need to begin a new order.
When will my card be charged for my order?Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Can I track my order?When we ship your order we will contact you via email, text, or whatsapp message and provide you with a tracking number so that you can track your order. Please remember that what you see on the couriers tracking system can lag behind where the consignment really is due to the delay in the information being received by our couriers when they collect from us. As a guideline for UK orders please allow up to 12 hours for your information to be received. For orders to Ireland please allow up to 24 hours.
Do I need to sign for the delivery?A signature will be required. Don’t worry if you are not at home when our courier calls — they will attempt to leave your order with a neighbour, or a postage card will be left for you so you can collect from a designated local deposit location or post office following the instructions on the postage card.
How much is delivery and how long does it take?UK Standard Delivery: Delivery after 3-4 working days - £4.95 or FREE on orders over £100. Please see our Shipping Page for further information.
Payment & Security
Do you price match?We do our best to offer great products at competitive prices, however, should a UK online competitor be offering a like-for-like product at a cheaper price we will be happy to match their price, providing the product is completely identical, and of the same size. Likewise we will not consider earlier versions of a reissued item, even if visually identical. We also cannot guarantee price match on products being sold on websites outside of the UK, as our pricing structure must accommodate customs, excise and importation costs.
Do you accept promotional codes?We accept valid 24HOURCLUB gift codes in our webstore.
Is it safe to order online from us?Yes. When you input your name, address or credit/debit card details on to the website, your information is protected by the use of industry standard Secure Socket Layer (SSL) encryption technology. This encrypts your information and ensures that the information you submit cannot be read in the unlikely event it is intercepted. Security checks are also made on all transactions, to ensure the authenticity of each card payment.
Which methods of payments can I use?Currently we only accept payment in GBP (Pounds Sterling). You can pay using any of the following methods:
- - Switch / Maestro
- - Visa Debit
- - VISA
- - Delta
- - Mastercard
- - American Express
- - Solo
- - Electron
- - PayPal
All payments are secure, and are handled by Worldpay.
Is it possible to speak via phone for more information?Due to the mobile nature of our physical enterprise, its best you send us an email at firstname.lastname@example.org with your contact information, and one of our team will contact you during working hours at their next availability.
Are all of your products genuine?Yes, we are licensed stockists for all of our products. They are 100% authentic.
Are the pictures shown on the site an accurate representation of the actual product?We make a huge effort during the photographic process to ensure the images you see online are as close to the real thing as possible. It’s worth noting that all monitors have different colour settings so use the zoom functionality where available to get a more detailed view, and check the product description for more information.
Can you give me any more information on a product?We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, most of which you can zoom in on to get a closer look at the details. If you do need any more info, contact us at email@example.com and we'll do our best to help you out.
I’ve seen something advertised but I can’t find it online.Get in touch with us at firstname.lastname@example.org and try to give us as many details about the item as possible — where you saw it, the brand, style name and colourway if possible. We’ll do our best to track it down for you.
I can’t find the product I’m looking for. Does this mean you don’t stock the item?Possibly, or it may mean we’re temporarily out of stock. Send us an email at email@example.com with as much information about the product as possible and we’ll let you know if we stock the item and if it will be available again. Due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
I’ve found the product I want but can’t select my size.This usually means we are out of stock in that size. We do re-stock some of our lines however, so it may be worth dropping an email to firstname.lastname@example.org team, quoting the product code, and we’ll let you know if the item will be available again. It’s worth noting that products which are on sale are very unlikely to be restocked.
Returns & Refunds
The item I bought is now in sale, can I get the difference refunded?As an online business our prices change in accordance with trends, customer demand and stock availability. We are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, no matter how recent prior to this the item was purchased. although we do appreciate how frustrating this can be.
When will I receive my exchange?Exchanges are usually processed and despatched within a few days of us receiving the goods back. We can only exchange an item for a different size or colour in the same item or for a different product of the same price as the original item or lower (in which case we would refund you the difference). Please state clearly on the exchange section of the returns form which item you want to exchange and for what. If we haven’t the stock available we’ll refund you and send you an email to let you know.
How long will it take to get my refund?Refunds are usually processed within 2 working days of us receiving the goods. Please allow approximately 4 working days for funds to be shown in your account. We can only refund to the card or via the payment method used for purchase. Please refer to your card issuer's terms and conditions for further information.
What if my item is faulty?Faulty items are dealt with slightly differently. If you think the item you have received is faulty in any way, please get in touch with via email email@example.com and we will contact you on how to proceed. In the event of having to return a faulty item for a refund, we will refund both the original shipping costs and the return delivery costs. If an exchange is desired and we have the product in stock, it can be posted to you free of charge.
Do I have to pay to return an item?We do not pay for return postage, however we will send any replacement items to you free of charge regardless of destination. We recommend using a carrier that will give you a "Certificate of Postage" as the package is your responsibility until we receive it. If you are returning an unsuitable item for a refund, we will refund the cost of the item only and not the original delivery cost.
I can’t find a returns form in my parcel?If you can’t find it, here is a link to a printable version of our Returns Form.
How should I send it?There will be a returns form, including a return address and postage sticker, included in your parcel. We recommend you post any returns to us using a carrier who can give you a "Certificate of Posting" as, until the parcel reaches us, it remains your responsibility. We are not responsible for any losses or damages that occur during postage. Please make sure all returned items are well packaged, so as not to be damaged in the post. If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.
How long can I keep my order before returning?We ask that you return your items to us within 14 days of receiving delivery.
Can I return my order?Yes, we guarantee to refund or exchange on any item you are unhappy with, purchased either from our physical retail store, or our web store. Just fill in the supplied returns form found within the box and send it back to us within 14 days to the following address. Return department address: 24HOURCLUB Unit 15 St Agnes Well Tunnel 4 (Red/Orange) Old Street Station London EC1 1BE United Kingdom