Customer Care
We’re here to help.
At The Cloth, we believe in meaningful products and respectful service. If you have any questions about your order, our products, or our policies, we’re here to support you every step of the way.
Contact Us
For customer service enquiries, please reach out to:
We aim to respond within 1–2 business days.
Wholesale Inquiries
We welcome partnerships with retailers, curators, and cultural institutions who share our values of craftsmanship, sustainability, and storytelling.
To request our current line sheet or to discuss a potential collaboration, please contact:
Sophie Bufton, CEO
sanctuary@thecloth.com
+33 640 626 081
We are able to invoice through either our Caribbean-based or EU-registered company, depending on your location and tax requirements.
Please include your store name, location, website or social handle, and any relevant details when reaching out. We look forward to building thoughtful, long-term relationships with our stockists.
Legal
Shipping, Returns & Exchanges
We hope you'll be delighted with your purchase from The Cloth. However, if something isn’t quite right, we accept returns within 14 days of delivery, provided the item is: - Unworn and unwashed - In original condition with all tags attached - Returned in its original or equivalent protective packaging Please note that return shipping costs are the customer’s responsibility unless the item is faulty or incorrect. We recommend using a tracked service for your peace of mind. Refunds are issued to the original payment method once the returned item has been received and approved. Original shipping charges are non-refundable. Due to the limited-edition nature of our collections, exchanges may not always be possible. If your preferred item is unavailable, we’ll gladly offer a refund or store credit. For full details, please see Shipping & Returns at the bottom of this page.
Terms & Conditions of Sale
These Terms apply to all purchases made through www.thecloth.com. By placing an order, you agree to be bound by the following conditions: 1. Products & Availability Our collections are produced in limited quantities. We make every effort to ensure items remain available, but products may occasionally sell out. In such cases, we reserve the right to cancel your order and issue a full refund. 2. Pricing & VAT Prices are listed in euros (€) and exclude VAT. The applicable VAT rate is calculated at checkout based on your shipping destination. For orders delivered outside the European Union, customs duties or import taxes may apply. These are not included in the price and are the responsibility of the customer. 3. Ordering & Confirmation After placing your order, you will receive a confirmation email. Please note that the contract is only finalised once your order has been dispatched. We reserve the right to cancel or decline any order if there are issues with payment, product availability, or suspected fraud. 4. Payment Payment must be completed in full at the time of ordering. We accept major credit and debit cards, including Visa, Mastercard, and CB, via PayZen with 3D Secure authentication to ensure secure processing. 5. Delivery We ship worldwide using reliable, trackable courier services. Delivery costs and estimated timeframes will be shown at checkout and may vary depending on your location. Risk and responsibility for the goods transfers to you once delivery has been completed.
Privacy & Cookies Policy
We take your privacy seriously. This policy explains how we collect, use, and protect your personal information when you interact with The Cloth. 1. Personal Data We Collect We may collect the following information when you place an order, subscribe to our updates, or browse our website: – Name and contact details; – Billing and shipping addresses; – Payment information (securely processed via PCI-compliant providers); – Order history; – Browsing data (via cookies and analytics tools). We collect only the data necessary to fulfil your order, improve our services, and communicate with you (where consent is given). 2. Use of Your Information Your personal data is used for: – Processing and fulfilling your order; – Providing customer service and support; – Managing your account and communication preferences; – Improving our website and customer experience through analytics; – Meeting legal and administrative obligations (e.g. accounting, fraud prevention). We do not sell, rent, or share your personal data with third parties for marketing purposes. 3. Legal Bases for Processing In accordance with the General Data Protection Regulation (GDPR), we process your data based on: – Contractual necessity (e.g. processing your order); – Consent (e.g. sending marketing emails, using non-essential cookies); – Legal obligations (e.g. tax and accounting compliance). 4. Data Retention – Order data is retained for 3 to 5 years to comply with legal and tax requirements. – Marketing preferences and browsing data are stored only as long as necessary and in accordance with your cookie settings. 5. Your Rights You have the right to: – Access your personal data; – Request correction or deletion of your data; – Withdraw consent at any time; – Object to or restrict the processing of your data; – Request data portability. To exercise any of these rights, email: sales@thecloth.com You may also submit a complaint to the French data protection authority (CNIL): www.cnil.fr Cookies Cookies are small files placed on your device to enhance your experience on our site. We use: – Essential cookies: for core site functions such as checkout and cart; – Analytics cookies: to understand how visitors use the site; – Advertising cookies: only activated with your explicit consent. You can manage your cookie preferences using the banner on our site or via your browser settings. (For more details, please visit our Cookie Settings page.) Data Security We protect your personal data with SSL encryption and use only trusted, PCI-compliant payment processors. Data is stored securely, including on servers provided by Wix.com. International Data Transfers Some data may be stored or processed outside the EU (e.g. via Wix or payment providers). These transfers are safeguarded by Standard Contractual Clauses or equivalent legal protections to ensure GDPR compliance. Contact If you have any questions about your privacy or how your data is handled, please contact: The Cloth Europe, SAS Email: sanctuary@thecloth.com Phone: +33 640 626 081
Legal Notice
Service Provider The Cloth Europe, SAS 10 rue Grimaldi 06190 Roquebrune-Cap-Martin, France SAS with share capital of €10,000 SIREN: 943 139 469 SIRET: 943 139 469 00010 RCS Nice VAT ID: FR05943139469 Director of Publication Sophie Bufton, CEO Hosting Provider Wix.com, Inc. 500 Terry A. Francois Blvd., 6th Floor San Francisco, CA 94158, USA Tel: +1 415-639-9034 www.wix.com Contact Email: sanctuary@thecloth.com Phone: +33 640 626 081
Accessibility Statement
At The Cloth, we are committed to creating an inclusive and accessible online experience for all. We aim to ensure that our website is accessible to people of all abilities, including those using assistive technologies such as screen readers, voice recognition software, and keyboard-only navigation. What We’re Doing We follow the Web Content Accessibility Guidelines (WCAG) 2.1 at Level AA and regularly review our website to improve usability for everyone. Our efforts include: – Clear and readable content with structured headings; – Descriptive alt text for images; – Full keyboard navigability; – Adequate contrast between text and background; – A responsive design suitable for mobile and tablet users. Ongoing Improvements Accessibility is a continuous process. We are actively working to identify and resolve any barriers and we welcome feedback from users to help us improve. Need Assistance? If you encounter any difficulty accessing part of our website or content, please get in touch and we will do our best to assist you. Email: sanctuary@thecloth.com Phone: +33 640 626 081