FAQ

When will my item be dispatched?

We work to dispatch all orders within 48-72 hours. This is slower than in normal times as we are working with a reduced amount of staff in our studio to help us stay safe.

How long will my item take to get to me?

PLEASE NOTE UK POST IS STILL TAKING UP TO 2 WEEKS TO ARRIVE, IF YOU CAN PLEASE WAIT UNTIL AFTER THIS TIME (FROM YOUR DISPATCH DATE) TO CONTACT US ABOUT MISSING ORDERS.

WE ARE A REALLY SMALL TEAM SO PLEASE BE PATIENT WITH US GETTING BACK TO YOU, WE AIM TO RESPOND TO EMAILS WITHIN 48 HOURS.

IF YOU HAVE ORDERED SOMETHING THAT IS LISTED AS PRE-ORDER ALONG WITH OTHER ITEMS, THOSE ITEMS WILL NOT BE SENT UNTIL THE PRE-ORDER PRODUCT IS READY, INCLUDING SUBSCRIPTION BOXES.

We send all UK items 2nd Class Royal Mail, and international items, International Tracked. You will receive a notification once your order has shipped, check your spam as they often end up there.

When will my Hoop Club Subscription arrive?

Hoop Club is a monthly subscription box. We accept new subscribers throughout the month. Each month's box is dispatched on the 20th of the month, the cut off date each month is the 15th of the month. So if you order on the 16th of the month, you won't receive that month's box, but the next months. If you have any questions please email hoopclub@cottonclara.com

Can I return an Item?

Please contact us if you would like to return an item. All products must be returned in their unopened original packaging in a resale-able condition. Custom orders and made to order items cannot be returned. 

Will I be charges an import tax if I order from the EU?

Since the UK left the EU the arrangements for posting our products to the EU have got a lot more complicated! It's still quite unclear what any charges may be in each of the different EU countries, but we know you will almost be definitely be charged VAT (each country is a different rate so please check your own country's arrangements) and you may possibly be charged a carding fee of between 8 to 14 Euros. We are working to find a courier who will deliver and pass the costs on to us, so that we can make it more transparent for you AND this will all change in July when a new VAT system comes into place. Please be aware if you are in the EU and you place an order, there may be additional charges.

Where are your online tutorials?

We're working hard to build a page full of tutorials to help you with our kits. In the meantime please see our Instagram profile for tutorials both on stories and IGTV and our You Tube channel for Hoop Club video tutorials.