Contact information
Last updated: 01.06.2026
This Contact Information Policy explains how customers can contact Clutch, which email address to use for different queries, and how Clutch manages customer communication.
This policy should be read together with our Terms & Conditions, Shipping & Delivery Policy, Returns & Refunds Policy, and Privacy Policy.
1. Business Information
Clutch is a South African denim and apparel brand operating through its online store.
Trading name: Clutch
Legal entity: Clutch Denim (Pty) Ltd
Registration number: 2024/485798/07
VAT number: N/A
Physical address: 6 Zimbali Dr, Zimbali East, Ballito, KwaZulu-Natal, 4399, South Africa
Website: www.clutchdenim.co.za
Customer care email: care@clutchdenim.co.za
Returns email: returns@clutchdenim.co.za
Telephone number: N/A
Operating hours: Monday to Friday, 08:00 to 16:30, excluding public holidays.
Clutch may update its contact information from time to time. The latest contact details will be published on our website.
2. General Customer Care
For general customer support, product questions, order queries, delivery queries, account assistance, or website-related support, customers can contact:
Email: care@clutchdenim.co.za
Please include your order number where your query relates to an existing purchase.
3. Returns
For return requests, customers must contact:
Email: returns@clutchdenim.co.za
Return requests must be submitted within the period stated in our Returns & Refunds Policy.
When requesting a return, please include:
your order number;
your full name;
the item you wish to return;
the reason for the return;
clear photos of the item where required.
Returns sent back without prior approval may be declined.
4. Defective, Damaged or Incorrect Items
If you receive an item that is defective, damaged, incorrect, or materially different from what you ordered, please contact Clutch as soon as possible at:
Email: care@clutchdenim.co.za
Please include:
your order number;
your full name;
a clear description of the issue;
clear photos of the item, packaging, labels, and any visible defect or damage.
Clutch will assess the issue and assist with the appropriate remedy in line with our Returns & Refunds Policy and applicable South African law.
5. Delivery and Shipping Queries
For delivery updates, tracking issues, failed delivery attempts, address concerns, or delayed parcels, please contact:
Email: care@clutchdenim.co.za
Please include your order number and the delivery address used at checkout.
Delivery times are estimates only and may be affected by courier operations, delivery location, public holidays, weather, high-volume periods, or circumstances outside Clutch’s reasonable control.
6. Order Changes or Cancellations
If you need to request a change to your order or delivery details, please contact Clutch as soon as possible at:
Email: care@clutchdenim.co.za
Clutch will try to assist where possible, but we cannot guarantee that changes or cancellations can be made once an order has been processed, packed, dispatched, or handed to the courier.
7. Privacy Queries
For questions relating to your personal information, privacy rights, marketing preferences, or data protection, please contact:
Email: care@clutchdenim.co.za
Privacy-related requests may require identity verification before Clutch can release, correct, delete, or update personal information.
8. Marketing and Social Media Queries
For marketing, collaborations, content usage, social media, influencer queries, or brand-related communication, customers or partners may contact:
Email: care@clutchdenim.co.za
Clutch may also communicate through its official social media pages. However, for order-related, return-related, legal, or privacy-related queries, email is the preferred method of communication.
9. Official Communication Channels
Clutch’s official customer communication channels are:
our website;
our official email addresses;
our official social media accounts;
approved courier tracking notifications;
approved payment-provider notifications;
approved SMS, WhatsApp, or email updates where applicable.
Customers should be cautious of fake accounts, fraudulent payment requests, or messages pretending to be from Clutch.
Clutch will never ask customers to send sensitive payment details, card PINs, one-time passwords, or banking passwords by email, social media, SMS, or WhatsApp.
10. Response Times
Clutch will take reasonable steps to respond to customer queries as soon as possible.
Response times may vary depending on:
query volume;
weekends or public holidays;
order launches, promotions, or sales periods;
courier investigations;
returns or defect assessments;
system or operational delays.
Submitting multiple messages about the same query may delay the response process. Customers are encouraged to include all relevant information in one message where possible.
11. Information Required When Contacting Clutch
To help us assist you quickly, please include the following information where relevant:
your full name;
your order number;
your email address used at checkout;
your contact number;
a clear description of your query;
photos or documents where required;
any courier tracking number, if available.
Clutch may not be able to assist properly if the customer provides incomplete, incorrect, or unclear information.
12. Legal Notices
Formal legal notices, regulatory notices, or official legal correspondence should be sent to:
Email: care@clutchdenim.co.za
Physical address: N/A
Clutch may require hard-copy delivery of certain legal notices where required by law.
13. Changes to Contact Details
Clutch may update its contact details, operating hours, or communication channels from time to time.
The latest contact information will be made available on our website.
Customers are responsible for using the current contact details published by Clutch.
14. Contact Summary
For general support, delivery queries, defective items, privacy queries, and customer care:
For returns:
Website: