Welcome To Cloving's Help Centre
Where is my order?
If your order has not arrived by the estimated delivery date we’re here to help.
Before contacting us it’s worth checking a few things first.
- Track your order using the tracking number provided in your dispatch email.
- Sign into your account to check that we have the correct delivery information for your order and that your contact details are up to date.
- Check with your neighbors to see if the courier has left your parcel with them.
- Check any safe areas where the driver may have left your parcel, such as in a porch or garden shed.
What are my delivery options?
At Cloving, we offer two delivery options to suit your needs:
Standard Delivery
- Delivery within 3-5 working days
- Deliveries take place Monday to Saturday
- Price: £2.99
- Free delivery for orders over £40
- Delivery within 1-2 working days
- Please note that this option may not be available for all of our product lines
- Orders must be placed by 12pm Monday to Friday to be eligible for premium delivery
- Price: £5.99
Please note that orders placed after 12pm (Monday to Friday) will usually ship the next business day.
For more detailed information on our delivery options, including our delivery cut off times, please click HERE.
How does UK delivery work?
Our carrier delivers between 7.30am and 8pm, and in some cases a signature may be required. If you're not available to receive the delivery, the carrier will try to deliver the parcel to your neighbors. If a signature is not required, the carrier will try to find a safe, dry place to leave your parcel.
If neither of these options are possible, the carrier will leave a calling card with instructions on how to re-arrange delivery. Depending on the courier, a re-delivery attempt may be made without contacting you.
Who will deliver my order?
To ensure your order arrives promptly and securely, we use a combination of trusted carriers. The carrier we use for your delivery will depend on the weight and value of the item.
For smaller and less valuable items, we generally use Evri. For larger or more valuable items, we use Royal Mail, a trusted carrier that specializes in handling these types of deliveries.
Rest assured that regardless of which carrier is used for your delivery, we closely monitor the delivery process to ensure that your parcel arrives on time and in perfect condition.
What is your return policy?
We understand that sometimes things just don't work out, and that's why we're happy to offer a hassle-free 30-day returns policy from the date of purchase. To initiate a return, simply notify us in writing that you wish to return your item(s).
Depending on when you request your return, you will be eligible for a refund or an exchange as follows:
- If you contact us within 14 days of purchase, we will offer you a refund or an exchange.
- If you contact us between 15-30 days of purchase, we will offer you an exchange option only.
- If you contact us 31 days or more after your purchase, your return period has expired and you are no longer eligible for a refund or exchange.
Once we approve your returns authorization, you have an additional 14 days to return the item to our warehouse.
If you have any questions or concerns about your return, please don't hesitate to contact our customer service team. For more detailed information on our returns policy, please click here.
How do I return?
To initiate a return, please contact our customer care team at [email protected] with the subject line "Return Request". We will provide you with a returns authorization, which you should include with your returned item(s).
Please note that we only accept returns of items in brand new, unworn condition, as outlined in our terms and conditions. If the item is not in the required condition, we may refuse your return or apply a fee. Upon receipt of your return, we will recalculate your invoice and take into account any promotions that were applied at the time of purchase, including our free delivery offer for orders over a certain threshold.
If you prefer, you can also initiate a return directly through our website by clicking here.
Can I exchange?
We understand that sometimes you may need to exchange an item. We offer a 30-day exchange period from the date of purchase for items that are still in brand new condition with tags attached. Please note that we only exchange the same item originally bought for an alternative size or color, provided that the item value is the same. As we do not hold stock, we can only exchange an item if it's in stock at the point of processing your return.
To initiate an exchange, please follow the returns process and tick the exchange box on your returns slip.
Have you received my return items?
We understand that you are eager to know the status of your return items. To check on the status of your return, please refer to the tracking number provided to you when you shipped the items back to us. This number will allow you to track the package and see when it has been received by our facility.
Once we have received your returned items, we will promptly process them and issue any applicable refunds or exchanges. Please note that processing times may vary depending on the volume of returns we are receiving at the time.
Can I return if I used a promo code?
If there are no restrictions stated in the product description or promotion details, you may return an item that was purchased using a promotional discount using the same process as any other item.
Can I return a sale item?
As long as we’ve not indicated that you can’t in the product description or in the offer itself, you are welcome to return any sale item in the same way as any other item.
How long will it take to get my refund?
We offer several return options, and the time it takes for your return to reach us and be processed varies accordingly. Upon receipt, please allow up to 10 business days for us to process your return. We're working hard to process returns as quickly as possible and appreciate your patience. Once your return has been processed, we'll send you an email. Please allow an additional 3-5 business days for your refund to appear in your account.
What happens if I forgot to include my returns slip?
To ensure your return is processed promptly, please remember to include the return slip with your returned item(s). The return slip provides us with all the necessary information to identify who and where the return is from. If the return slip is not included, we may not be able to process your return. If you forget to include the return slip, please contact us immediately so we can assist in identifying your parcel.
Can I return underwear for an exchange or refund?
Due to hygiene reasons, any underwear or swimwear is ineligible for return or exchange unless faulty. In the unlikely event that the item is faulty, you must notify us within 14 days of receiving the product for us to take action.
What should I do if my refund is incorrect?
Please contact our Customer Care team who will be happy to assist in getting this issue resolved.
Do you refund delivery charges if I return something?
Delivery charges will not be refunded when you return your order unless your entire order was faulty or incorrect.
Do I have to pay to return something to you?
Return charges will be your responsibility unless your entire order was faulty or incorrect.
We offer return labels to make the process more convenient for you. If you choose to use our pre-negotiated rates and fully tracked end-to-end service by using the label provided, you'll receive enhanced compensation. However, please note that the label fee will be deducted from your refund if you decide to use this option.
I received a faulty item, what should I do?
We apologize for the inconvenience caused by receiving a faulty item. Rest assured that we take product quality seriously and we will do our best to resolve the issue for you.
Please contact our customer care team immediately with your order number and a description of the issue. Our team will work with you to find the best solution, whether that means a replacement, refund, or repair.
Please keep in mind that we do inspect all returns, so if the item has been damaged due to wear and tear or misuse rather than a manufacturing defect, it may not be eligible for a refund. However, we will still do our best to assist you in any way we can.
I received a incorrect item in my order, what should I do?
We apologize for any inconvenience caused by receiving an incorrect item in your order. Our goal is to ensure that you receive the items you ordered, and we will do our best to resolve this issue for you quickly and efficiently.
Please contact our customer care team as soon as possible and provide your order number and a description of the item you received. We will work with you to resolve the issue by sending you the correct item or providing a refund if necessary.
Our team will also guide you through the returns process if the incorrect item needs to be returned. We understand how frustrating it can be to receive the wrong item and we want to make sure that we rectify the situation as smoothly as possible.
I missing an item from my order, what should I do?
We're sorry for the missing item in your order. Please check your confirmation email for any dispatch information, as the item may be arriving separately. If the item is not dispatched separately or you haven't received additional tracking information, please contact our Customer Care team within 14 days of delivery with your order number and a description of the missing item. We'll do our best to help you by sending the missing item or providing a refund.
Can I cancel my order after I've place it?
We understand that circumstances can change, and you may need to cancel your order. If you wish to cancel your order, please contact our Customer Care team as soon as possible, and we will do our best to assist you.
If your order has not yet been dispatched, we can cancel your order and issue a full refund. However, once your order has been dispatched, we are unable to cancel it, and you would need to return the order to us if you no longer require it.
Please note that we aim to dispatch orders quickly, so it's important to notify us of any cancellations as soon as possible. Our Customer Care team will guide you through the returns process if necessary.
Can I amend my order after I've place it?
As we strive to process and ship orders as quickly as possible, we are unable to make changes to an order once it has been placed. This includes modifications to the delivery option, delivery address, or payment method.
However, if you wish to cancel your order, you may do so by contacting our customer service team and providing them with your order number. Once cancelled, you can place a new order with the desired changes.
Please note that if your order has already been shipped, it cannot be cancelled, and you will need to follow our returns process once you receive your order.
I've cancelled my order - when will my money be available again?
When you cancel an order, the time it takes for the refunded money to become available again depends on the payment method you used. Typically, refunds can take up to 10 working days to process, although this can vary depending on your payment provider. Unfortunately, we are unable to expedite this process. If your funds have not been released after 10 working days, please don't hesitate to contact our Customer Care team. We'll be happy to look into the issue for you.
I haven't received any order confirmation emails, what should I do?
Normally, an email confirmation is sent out immediately after the order is placed. However, if you haven't received your confirmation email, please check your spam or junk mail folder as it may have been filtered there. If you are still unable to find it, please contact our customer care team. Please allow up to 24 hours before contacting us so that we can investigate the issue and ensure everything is fine with your order.
How do I place an order?
Placing an order couldn't be easier, simply follow these steps.
- Once you find the item you like, select the colour and size (if required) and simply click Add to cart to place the item you want to buy in your cart.
- Once you have finished shopping, click on the cart icon to view the items in your cart and to pay. If you're happy with the items in your cart, click Proceed to Checkout.
- If you're a new customer, you will need to enter your email address, name and address details. Then select your shipping method preference. You will then be taken to the Review and Payments page.
- Review and confirm the items in your order.
- If you have a promo code or voucher to spend, you'll need to enter this under the Promo or Vouchers tab.
- Confirm your delivery address and delivery method.
- Confirm your payment method and Place Order. To better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.
An email confirmation will be sent to your registered email address to let you know your order details. It's worth checking Cloving is marked as a safe sender in your email account or checking your junk mail as our emails may be routed there automatically.
How can I pay for my order?
You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.
Visa, MasterCard, Visa Electron, Maestro, American Express, PayPal & Klarna.
We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorization by both us and the card issuer better protect our customers when making online payments by card you may be presented with 3D secure security measures when paying. This is dependent on your bank issuer and may require you to enter a password or get a security code via email or phone.
What is Klarna
Klarna is a popular payment option that we offer on our website. It's a Swedish financial technology company that provides a range of payment and financial services to consumers and businesses.
One of the most popular features of Klarna is its "buy now, pay later" option, which allows you to make a purchase and delay your payments entirely or split them into manageable chunks, depending on your preferences and financial situation. This option gives you more flexibility and control over your purchases, so you can buy what you want when you want it.
My payment was declined, what should I do?
To resolve a declined payment issue, we suggest the following steps:
- Double-check that the payment information you entered is correct. Make sure you have entered the correct billing address, card number, expiration date, and CVV code.
- Contact your bank or credit card company to make sure there are no issues with your account that may be preventing the payment from going through.
- Try a different payment method. We accept various payment methods, so you can try using a different card or payment option to complete your transaction.
- If you continue to have issues, please reach out to our customer support team for assistance. They will be able to provide further guidance and help you resolve the issue.
I've forgotten my password, what do I do?
If you forget your password and are unable to sign in to your account, don't worry. Recovering your password is a straightforward process:
- Navigate to the sign-in page by locating the sign-in option in the top left corner of your screen.
- Select the "Forgot password?" link and enter your email address associated with your account
- An email will be sent to your registered email address with a link to reset your password. Click on the link and follow the instructions to create a new password.
I am unable to login to my account, What do I do?
If you are unable to log in to your account and receive an error message saying your email address or password is not recognized, here are some steps you can take to troubleshoot the issue:
- Verify that you are using the correct email address and password. Check for typos or errors when entering your login information.
- If you cannot remember your password, click on the "forgotten password" link on the sign-in page. Enter your email address and follow the prompts to reset your password. Be sure to choose a strong and unique password to help protect your account.
- If the issue is not related to your password, check the settings on your browser. Make sure the "Block all cookies" function is disabled, and that JavaScript is enabled. Also, ensure that you do not have any content blockers installed.
- Verify that your device clock is accurate. For security reasons, if your device clock is too fast, you may not be able to access your account. Set the time on your device to default to resolve this issue.
If you have tried all of these steps and still cannot log in to your account, contact our Customer Care Team. Provide as much detail as possible about the issue, including any error messages you have received and what steps you have taken so far to try to resolve it. You may also include screenshots to help the support team better understand the issue and provide a prompt resolution.
Do I need to create an account to shop with you?
Creating an account is not mandatory, but we highly recommend it. By creating an account, you can easily track your order status, view your order history, and save your payment and shipping information for future purchases. It also allows us to provide you with a more personalized shopping experience. However, if you prefer not to create an account, you can still check out as a guest. Please note that checking out as a guest may limit your access to certain features, such as order tracking and order history.