International Customer Frequently Asked Questions (FAQ's)
We often get requests from customers that have been asked many times before.
Whilst we are always happy to answer any individual enquiries that you may have, please find below a list of the most common questions that we receive.
This list has been compiled to make it easier for you to find out the information you need. Just click each one to be taken to the answer, which we hope you will find useful.
- Are all shipments insured?
- Are the devices unlocked?
- Can a friend place an order for me or can I pay for a friend's order?
- Can I get a tax redemption form for use at airports?
- Can I pay by wire/BACS?
- Can I remove VAT from my order?
- Can I ship to an alternative address?
- Can I track my shipment?
- Can I use my EC VAT number?
- Can you declare an item as a gift?
- Can you reduce the value of the item?
- Can you use other couriers (UPS etc)
- Delivery Information/Times
- Delivery to Russia - Euro Post/ParcelForce
- Do you accept PayPal?
- Do you take payment straight away?
- How do I pay?
- How do I place an order?
- How do I register?
- How do I sign up for newsletters?
- How do Pre-Orders work?
- I haven't received my order, what can I do?
- My card has been declined. Why?
- My package is lost or damaged, what can I do?
- My product is faulty, what can I do?
- What cards do you accept?
- What currency do you charge in?
- What happens if my device breaks or stops working?
- What is an ex-demo machine?
- What is the Authorisation code?
- What is the warranty period on the device?
- What network can I use it on and can you confirm it will work?
- What security checks do I have to do?
- What/Who are Sage Pay?
- Where do you ship and how much does it cost?
- Why do I have to complete the security checks?
- Will I have to pay customs duties? Are there import costs?
Are all shipments insured?
We insure all packages against loss or damage, with the exception of select counties and regions where option for NO insurance may be offered.
Should you receive a package that is damage or feel that your package has been lost, you will need to contact us so that we can investigate.
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Are the devices unlocked?
All our devices, unless stated on the product page itself, are SIM FREE and UNLOCKED. This means they have come from the factory unlocked and have not previously been locked for use on any network.
As a result of the above all the devices, unless stated do not have anything other than the manufacturers logo and images on the device. There would be no carrier/network operators branding.
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Can a friend place an order for me or can I pay for a friend's order?
We appreciate that sometimes due to the language barrier and particular personal issues you may want to do one of the following:
- Place an order in your name and ship it to a friend
- Place an order in your name, but pay with a friend’s card
We always try where possible to accommodate your requests, but due to security issues we can not do this.
It is always best if you can not order or pay for it yourself, you get a friend to do it. However, if you get a friend to do it they must order it in their name and paying with their card and shipping it to their address.
They too must complete any communication with us. Communicating with us about an order a friend placed on your behalf not only becomes confusing for us, but is a security threat and we can not operative in this way.
If a friend does order and pay on your behalf, you should then sort out the payment and delivery locally – Clove are not responsible for this.
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Can I get a tax redemption form for use at airports?
As an online mail order company, operating in the UK we can NOT supply a VAT/Tax redemption form even if you can prove to us that your country of residence is outside the UK.
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Can I pay by wire/BACS?
Whilst it is simpler for everyone to pay by card online, you can pay with wre or BACS transfer if you wish.
To do so please follow these steps:
1. Email or phone us with a list of the items you require, which shipping service you would like and your full name, address and contact details.
2. We will reply with the full amount to pay and the bank account details.
3. You make payment into our account and let us know that you have made this payment. (You must accept all bank charges)
4. Once we receive the payment we shall dispatch the order via the shipment method requested.Back to top
Can I remove VAT from my order?
All UK orders will have VAT applied to them. For customers with UK VAT numbers, VAT will be shown on the invoice and charged, but you can use the invoice to claim the tax back through the normal methods.
When delivering to the EU, VAT will be removed if an EC/EU VAT number is supplied or if your country within Europe is exempt from the tax. Orders shipping to the UK will have VAT applied, even if the invoicing address is outside the UK.
Customers outside of the EU are not charged VAT on any order.
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Can I ship to an alternative address?
We do offer delivery to an alternative address.
The delivery address, if not that of the registered card address should be logged with your card issuer and should be that of a workplace.
Where possible please provide contact details including telephone numbers for the delivery address.
Whilst we try to avoid this, it may be necessary to ship to the registered card address only. We will inform you if this is the case.
For existing/returning customers, whilst we normally adhere to the above procedures there is a higher likelihood of us being able to ship to an alternative residential address.
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Can I track my shipment?
Not all shipments can be tracked. Tracking will depend on the delivery method used. Low value items will usually be sent via an untracked means. We still insure the package against loss or damage.
More expensive and larger items are sent with services through which they can be tracked. Depending on the service used, there are different levels of tracking information that you can view. Couriers such as City Link, DHL and FedEx provide the most comprehensive tracking facilities. If you want the package to be fully tracked then we suggest choosing one of these as the delivery method.
If you have your tracking number click one of the appropriate link below to track your package:
City Link - www.city-link.co.uk
DHL - www.dhl.com
FedEx - www.fedex.com
*For international shipments, please note that unfortunately it is normal for the message on the Royal Mail website to remain the same until the package has been delivered. You may find it more helpful to use the following tracking website which provides further information for some countries: www.track-trace.com/post
You will need to put your tracking number into the box and select ‘Track with options’. If you then click on ‘Select Country’ (from the 2 tabs at the top left of the page) you will see a list of countries – just click on the delivery country and it will provide any available information about your package.Back to top
Can I use my EC VAT number?
Yes. Simply enter it into the specified text box, during the checkout pages.
VAT will be shown online during the ordering process, but it will be removed upon processing the order if the EC VAT number provided is valid.
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Can you declare an item as a gift?
We can NOT, nor will we declare the item as a gift. We have to ship items with a commercial invoice; therefore all items will be marked as commercial goods.
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Can you reduce the value of the item?
We have a requirement to declare the true value of the goods; therefore all items will be sent and inured for their commercial value. We can not, nor will we reduce the declared value of an item.
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Can you use other couriers (UPS etc)
UK packages will be sent with Royal Mail or Intelink Express.
International packages will be sent by Royal Mail (for transferring to the destination country's postal service), DHL or FedEx.
We have busineess agreements and accounts with these companies where they collect the parcels from us.
We do not offer facilities for mail to be sent with other couriers unless you have an account with them and can arrange for them to collect the goods. In this instance you will need to contact us to arrange this, prior to placing the order.
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We ship all over the world with different shipping companies based on the cost of the items, the weight, the location of shipment and the delivery time frame required. The main services we use are Royal Mail, FedEx and DHL.
If a package goes outside of the UK, the package will be handed to the standard mail services in your country or representatives of FedEx or DHL in your region.
Shipping times do vary from country to country.
We insure all shipments against loss or damage unless we state otherwise.
For full information on delivery times and the services we use please CLICK HERE or visit http://www.clove.co.uk/ordering/delivery-informationBack to top
Delivery to Russia - Euro Post/ParcelForce
We do still deliver to Russia and we still insure all packages against loss or damage. Should the package not arrive or should the package contents be missing we will ship another or provide a full refund.
HOWEVER - DUE TO EXTREMELY HIGH LEVELS OF THEFT OF PACKAGES BY MAIL & PARCELFORCE, WE NOW USE A NEW MORE SECURE, BUT SLIGHTLY MORE EXPENSIVE 'EURO POST' SERVICE.
'Euro Post' is the name we have given to a service we use for delivery of packages into Russia. This replaces ParcelForce and other International mail options.
This is a fully tracked service that is similar to EMS/Parcelforce. Deliveries take 7-14 working days on average, but can take up to 4 weeks to arrive.
EMS, ParcelForce, DHL, FedEx or any other courier service is not available to Russia due to the high level of theft and lost packages.
Like other delivery services Euro Post does require a signature upon delivery and if you are not in at the time of the delivery, the package will be taken to your local post office/mail centre.
Packages sent by Euro Post are still subject to the same import rules/conditions as any other service.
Packages are fully insured against loss or damage.
Due to the way that the Euro Post service works, whilst a tracking number is emailed to you on the day of dispatch, it can take up to 72 hours before you see any tracking information on the tracking link provided at the time of dispatch.Back to top
Do you accept PayPal?
Yes. There is currently no price limit for UK customers. We do have a limit of £500 for some international orders.
This £500 limit applies to customers outside of the UK. International orders that total £500 or more can not be paid for by PayPal.
There are some countries where we cannot offer PayPal to, however the majority of customers can pay via PayPal.
If this option is available to you, you will be presented with it during the checkout process.
If Paypal is not an option for you, payments must be made via credit or debit cards, or via bank transfer by contacting us directly.Back to top
Do you take payment straight away?
Unless you have ordered an item that is marked as 'pre-order' on the product page, you will be charged straight away for the products ordered.
We will inform customers within 2 business days (Monday-Friday) by email if the order has been dispatched or if there is a problem with the order for any reason.Back to top
How do I pay?
You will need to make payment using a credit or debit card (Visa, MasterCard, American Express and more) or by PayPal* (if order total is under £500 (no limit for UK customers)). You can enter these details through our secure online checkout.
We can arrange for payment to be made by bank transfer (BACS/Wire) or cheque. To arrange to make payment by this means, you will need to contact us by telephone or email.
We do not accept cash payments.
*We are unable to offer PayPal to some countries.Back to top
How do I place an order?
You can order the items that you require, by navigating to and finding item(s) on our site and then adding them to the online basket. You add the items to the basket, by clicking the 'Buy' icon for each product. If you require more than one, click the 'Buy' as many times as is necessary. Alternatively you can click the image of the product and drag it into the basket. Repeat this as many times as is necessary.
When you have added the items you require, click the 'Checkout' button which is on the bottom of the basket, which is in green on the left of the hand side of the page.
You will then be taken through to checkout, where we hope the rest is simple to complete.
How do I register?
Unless you have purchased from Clove before, you register durng the checkout process when you buy from us for the first time, NOT before.
During the chckout process you have the option to give an email address and password that you can in future use to log into your account and see your orders.Back to top
How do I sign up for newsletters?
How do Pre-Orders work?
We often post information on new products on the website ahead of their launch in order to give you the opportunity to pre-order the device. No payment will be taken and you are able to cancel a pre-order at any time. The price shown can sometimes be an estimate and whilst we try and make this as accurate as we can, it may change up or down.
When the price and expected arrival date of the device has been confirmed we will email you. At that point you can decide whether or not to proceed with the order. If you choose to go ahead you will be taken to our secure checkout to pay for the order in full.
All items that are not marked as 'pre-order' will have payment taken immediately.Back to top
I haven't received my order, what can I do?
If you live in the UK and have not received your order, but have had confirmation of dispatch, you should allow the time period stated in the dispatch confirmation email to pass before chasing the shipment.
After such times, if you can not contact the shipping company locally, please contact us and we will investigate the delay for you.
If you live outside the UK and have not received your order, but have had confirmation of dispatch please allow 28 working days for delivery. We can are unable to accept claims for lost or undelivered packages until 28 working days have passed, from date of dispatch. Of a 7 day week, 5 of those 7, are classed as woring days. After 28 working days, if the package has still not arrived we will ship a replacement package or offer a full refund, whichever is preferred by those who placed the order. If we can provide proof of delivery of a package, a refund or replacement shipment will not take place.
If you have not received an email confirming dispatch, log into your account to see the order status. If it has been dispatched, confirmation of this along with any tracking information that you require will be provided on screen. If it has not been dispatched and shows as any other status, then the order is being processed for dispatch and will be sent shortly, unless you are contacted to explain otherwise. If you want more information, you can always contact us.
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My card has been declined. Why?
If you have received an email stating that payment has been declined, then this could be for number of reasons.
1.Insufficient Funds. You may have exceeded the card limit or used all available funds. Please check your account or speak to you bank and contact us once the problem has been rectified.
2.Card Blocked. Card issuers will often block the payment when it is being deducted by a technology company not based in your home country, as they may deem this outside your normal spending pattern and want to protect you against potentially fraudulent transactions. All you need do is contact your bank, confirm that you are expecting a transaction from Clove Technology and ask them to remove the block. Having done this please contact us to let us know we can attempt to take payment again.
3. Communication Error. From time to time, due to issues beyond our control the automatic communication systems between our Sage Pay checkout may not function correctly and cause the payment to be declined. In this instance please try again later or contact us by phone to place the order.Back to top
My package is lost or damaged, what can I do?
If you think that your package has been damaged in transit, irrespecitve of the delivery location please contact us by telephone ( 44 (0)1202 552936) or email (firstname.lastname@example.org) as soon as possible to discuss the next step.
If you think your package has been lost in transit and your are located in the UK please contact us by telephone ( 44 (0)1202 552936) or email (email@example.com) as soon as possible to discuss the next step.
If you are located outside the UK, and you think your package is lost (it has not been delivered after 28 working days) please contact us by telephone ( 44 (0)1202 552936) or email (firstname.lastname@example.org) as soon as possible to discuss.Back to top
My product is faulty, what can I do?
If you feel that your product is not functioning correctly please follow these procedures:
1.If available take a look at the manual, read and act upon any of the help/troubleshooting tips provided.
2.Contact the manufacturer directly to discuss the problem and take note of their advice. If this does not work book it in for return with them. If it can not be booked in directly go to the next step.
3.Contact Clove Technology by phone or email or log an online return and we will provide assistance on the fault and if necessary arrange a returns authorisation.
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What cards do you accept?
We accept all major credit and debit cards. Visa, Visa Electron, MasterCard, Switch, Maestro, Solo and American Express (surcharge applies to American Express).
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What currency do you charge in?
ALL payments are taken in UK Sterling (British Pounds). If you do not bank in sterling, your card issuer will make the conversion to your local currency. The exchange rate on which this is completed will be set by your card issuer and we have no control over this.
We do provide an estimated converted cost in $ (Dollar) and € (Euro) but we can not guarantee this rate.
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What happens if my device breaks or stops working?
If your device stops working or something goes wrong as a result of anything other than user damage, it can be sent back to the manufacturer for inspection and repair.
You should if the device is still within the warranty period, contact the manufacturer and book it in for repair.
If you are unable to book it in directly with the manufacturer due to your location, please contact us or log an online return and we will assist you.
The procedure is the same even if the product is outside of the warranty period, please contact the manufacturer first.
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What is an ex-demo machine?
An ex-demo machine is a device that has been opened and used, for a short period for a number of reasons. This includes in house demonstrations, magazine/press reviews or use by an end customer, who subsequently returned the unit for a reasons other than a fault.
All units are fully boxed, working and tested. All accessories and packaging will be included unless otherwise stated on the product page.
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What is the Authorisation code?
The Authorisation Code (or Transaction Code) relates to a payment approval on your card. There is a unique code for every card transaction. It is usually a 5 or 6 digit number that normally appears at the bottom of a store receipt. As this is an online transaction you will not have this, so as part of our security procedure will need to request it from your card issuer. Your card issuer will only give this information to the card holder. Simply contact them and ask for this code. When you confirm this code to us via email, phone or fax, your order will be security cleared.Back to top
What is the warranty period on the device?
Each device or accessory will have a different warranty period. Please refer to the product page for the warranty period for the particular product you are enquiring about.
If the warranty is not shown on the page or in the technical information, please contact us and request the information.
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What network can I use it on and can you confirm it will work?
Most of our devices can be used globally on most major networks and it is likely that you will be able to at a minimum make calls and perform low speed web browsing on the device.
We can not however confirm 100% compatibility with your network provider in your country (unless in the UK), therefore please take a note of the frequencies for which the device will work on and speak to your network provider who should be able to confirm whether or not they broadcast mobile signals on those and whether the device will work.
Whilst we will happily advise by email or phone where possible of compatibility, the responsibility on confirming compatibility lies with you as the purchaser.
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What security checks do I have to do?
International orders over a certain value or weight will require additional security checks to be completed if you have not previously purchased a high value product from Clove.
These checks are implemented by Clove Technology in accordance with advice provided by leading Merchant Services. These have to be completed due to the risk attached to sending products abroad without having a face to face transaction.
A) If we are delivering to the registered card holder address you can email or fax a copy (photo, scan or pdf) of your driving license or passport. We can accept documents in any language.
B) You can contact your card issuer for the Authorisation Code relating to your transaction with Clove. There is a unique code for every card transaction and your card issuer will only give this information to the card holder. We can see this code on your transaction and when you confirm it to us via email, phone or fax your order will be security cleared. Please note that if we are NOT delivering to the registered card holder address you will need to complete this procedure, as option A will be insufficient.
ONCE YOU HAVE COMPLETED THESE CHECKS YOU WILL NOT BE REQUIRED TO DO THEM AGAIN UNLESS SPECIFICALLY REQUESTED.
ALL CUSTOMERS REQUIRED TO COMPLETE SECURITY CHECKS WILL BE EMAILED AUTOMATICALLY AFTER HAVING PLACED AN ORDER ONLINE.
Orders that require these checks to be completed will not be shipped until they are and we reserve the right to refuse or cancel the order even if the above information is provided.Back to top
What/Who are Sage Pay?
Sage Pay is one of the largest providers of online payment portals/gateways. We use them to process all card payments online.
We have integrated the Sage Pay system into our online order basket/checkout to provide you with the most comprehensive security when providing card details.
As one of the largest providers they are secure and have extremely high levels of protection in place to protect your from fraud or un-authorised transactions. We do not ever see your card details nor do we store them.
We take your security seriously and this is why you will see the Sage Pay logo when purchasing online at www.clove.co.ukBack to top
Where do you ship and how much does it cost?
We ship to pretty much all the countries on the globe, subject to their being a mail service provider.
For a full delivery destination list and costs of shipping to each country you need to add the required items to your basket, proceed to checkout and select the delivery destination. Pricing will then be provided.
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Why do I have to complete the security checks?
The security checks have to be completed for certain items and or certain order values. These checks have been implemented by Clove Technology in accordance with advice provided by leading Merchant Services. These have to be completed due to the risk attached to sending products abroad without having a face to face transaction.
Whilst the card details you provide offers a level of security for international orders (items being sent outside the UK) we require further checks to be completed due to the nature of products we sell and high fraud risk attached.
Whilst there are other checks that we can do these incur a large cost and time. This would end up making our products more expensive and be detrimental to the service we offer, this is why we ask where possible for you to assist us in completing what we deem to be simple procedures.
Once completed, it would be rare to have to complete these again for future orders.Back to top
Will I have to pay customs duties? Are there import costs?
If you are within European Union, you should not be held responsible for import/customs duties.
Outside of the EU your local customs duties and legislation for importing goods will apply. Often the import fees are related to the type of item and its value. If you want more information on import fees, you will need to contact your local authorities or use www.dutycalculator.com for a guide to costs you may incurr.
Some courier services such as DHL & Fedex may pay the customs duties in advance to expedite the shipment and then bill you the amount before releasing the package to you.
If you have been billed customs duties and refuse to pay, the package may be automatically returned to Clove Technology with our relevant account being charged the full amount. Should this situation arise, Clove Technology reserve the right to withold the amount we are charged from any refund you would otherwise be due for the value of the goods.Back to top