FAQ's

Last Updated: February 3, 2026

Below you’ll find answers to the most common questions about ordering, shipping, returns, payments, and our company. If you need further help, our UK-based support team is always happy to assist.

Orders & Products

1. Where is Clauna based?

Clauna is a registered UK business. Our head office is in London, and all orders are dispatched from our UK warehouse in Oswestry.

2. Do you ship internationally?

No. We currently ship only within the United Kingdom.

3. Are your products shipped from overseas?

No. All products are stocked and shipped locally from our UK warehouse, ensuring faster delivery and better quality control.

4. Are your prices inclusive of VAT?

Yes. All prices shown on our website are inclusive of VAT where applicable.

Shipping & Delivery

5. How much does shipping cost?

Shipping is completely FREE on all UK orders.
There are no hidden delivery charges at checkout.

6. Which courier do you use?

We ship all orders using Royal Mail.

7. How long does delivery take?

  • Processing time: 1–2 business days (Mon–Fri)
  • Delivery time: 3–5 business days (Mon–Fri)
  • Total delivery time: 4–7 business days (Mon–Fri)

8. What is your order cut-off time?

Orders placed before 5:00 PM (GMT) Greenwich Mean Time (London) are processed the same business day. Orders placed after this time are processed the next business day.

9. Will I receive tracking information?

Yes. Once your order is dispatched, you will receive an email with your Royal Mail tracking number within 24 hours.

10. What happens if I enter the wrong shipping address?

Please ensure your address is accurate. If a parcel is returned due to an incorrect address, redelivery fees may apply.

Returns & Refunds

11. What is your return policy?

You can request a return within 30 calendar days of receiving your item.

12. Do you charge a restocking fee?

No. We do not charge any restocking fees.

13. Who pays for return shipping?

  • Faulty or incorrect items: We cover return shipping and provide a prepaid label.
  • Change of mind or sizing issues: The customer covers return shipping costs.

14. How do I start a return?

Simply email contact@clauna.co.uk with:

  • Your order number
  • Item(s) to return
  • Reason for return
  • Photos (required for damaged or defective items)

Returns must be approved before sending.

15. How long does it take to receive a refund?

Once your return is received and inspected, refunds are processed within 14 business days (Mon to Fri)to your original payment method.

16. Can I exchange an item?

Yes. We accept exchanges for different sizes or colours. Please contact us to arrange this.

Cancellations

17. Can I cancel my order?

Yes, you can cancel your order within 24 hours of purchase for a full refund.

18. What if my order has already shipped?

If the order has been processed or shipped, it cannot be cancelled.
You must receive the item and then follow our Return & Refund Policy.

Payments & Security

19. What payment methods do you accept?

We accept:

  • Visa, Mastercard, American Express, Discover, JCB, UnionPay, Elo
  • Apple Pay, Google Pay, PayPal
  • Shop Pay

20. Is my payment information secure?

Yes. Our website uses SSL encryption and is PCI DSS compliant.
We never store your full card details.

21. When will my payment be charged?

Your payment is authorized at checkout and charged once your order enters processing.

Problems & Support

22. What if my item arrives damaged or incorrect?

Please contact us within 48 hours of delivery with photos.
We will arrange a replacement or full refund.

Privacy & Legal

25. Do you comply with UK data protection laws?

Yes. We are fully compliant with UK GDPR and the Data Protection Act 2018.

26. Do you sell or share customer data?

No. Your data is used only for order fulfillment, customer support, and essential services.

27. Are Clauna products medical devices?

No. Our products are designed for general comfort only and are not medical devices or treatments.

Contact Us

28. How can I contact Clauna?

You can reach us anytime during business hours:

Business Name: Clauna

Registration Number: 001775514

Business Address: 51 Barwick Rd, London E7 0JE, United Kingdom

Warehouse Address: Bunker 166, Oswestry SY10 8DH, United Kingdom

Phone: +44 (736) 598-0548

Email: contact@clauna.co.uk

Business Hours: 09:00 AM – 05:00 PM (Mon to Fri), (GMT) Greenwich Mean Time (London)

Live Chat: Available on the website

Updates

29. Can these FAQs change?

Yes. We may update this FAQ page to reflect changes in our policies or legal requirements. Updates will be posted with a revised date.