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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?

We insure all packages against loss or damage, with the exception of select counties and regions where an option for NO insurance may be offered.

Should you receive a package with damaged contents, or suspect that your package has been lost, you should contact us immediately with any appropriate evidence (pictures, information from the delivery company) so that we can begin an investigation.

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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 (never-locked).

As a result of the above, all of our devices, unless stated, do not have any branding other than the manufacturers logo and images on the device. There will 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 or 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 often cannot do this.

It can be best if you cannot order or pay for an item yourself, to get a friend to help you.

If you get a friend to do it they must order it in their name, pay with their card and ship to their address. They must also complete any communication with us.

Communicating with us about an order a friend placed on your behalf not only becomes confusing for us when names and email addresses do not match, but is a security issue and we can not operate 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 a UK-based, online-only, mail-order company, we can NOT supply a VAT redemption form, even if you can prove to us that your country of residence is outside the UK or will be travelling outside of the EU within 3 months.

"Tax Free Shopping" is only available from participating physical stores who agree to provide you with a VAT 407 form.

Full information is available on the UK's government website: gov.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 wire 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.

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Can I remove VAT from my order?

All orders shipped inside the UK must have VAT applied to them, even if the invoicing address is outside the UK.

For UK business customers who are registered for VAT, 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 countries in the EU, VAT can be removed if a valid EU VAT number is supplied at the time of order. If this is supplied after the order is placed, VAT may be refunded and invoices amended to suit.

If the shipping destination is not an EU member state, VAT will not be charged on any order.

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Can I ship to an alternative address?

We can offer delivery to an alternative address from the one registered to the payment card or PayPal account.

For first-time customers, such a delivery address should be logged with your card issuer / PayPal and should usually be that of a workplace.

Where possible please provide contact details, including telephone numbers, for the alternative 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 Interlink Express, 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:

Royal Mail* - http://www.royalmail.com/trackdetails

Interlink Express - www.interlinkexpress.com

DHL - www.dhl.com

FedEx - www.fedex.com

*For international shipments, please note that once an item has been passed to your local delivery service or passed into customs, it is normal for the message on the Royal Mail website to remain the same until the package has been physically 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, or contact your local mail service provider with the international tracking number provided.

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.

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Can I use my EU VAT number?

Yes!

If an EU country is selected as the delivery destination on our checkout, a text box will appear to enter an EU VAT number.

If the VAT number provided is verified by our systems, the VAT value will be removed from your order total.

The validation for this uses external services so is not always available. If your number does not validate yet you are certain it is correct, please contact us by phone / email / live chat and we will be able to manually apply this for you, or refund the VAT after the order is placed and adjust invoices accordingly.

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Can you declare an item as a gift?

As a registered exporter, we have a legal requirement to declare the full value of all goods that are being exported from the UK.

Therefore all packages will be marked with their full commercial value, in correspondence with the commercial invoices supplied.

We can not, nor will we, reduce the declared value of an item, or declare it as a gift.

The only exception to this rule may be second shipments of products which have already been declared as exported and subsequently lost or damaged in transit, items with zero commercial value or items which have been discounted to have zero commercial value (and are otherwise sold at a cost).

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Can you reduce the value of the item?

As a registered exporter, we have a legal requirement to declare the full value of all goods that are being exported from the UK.

Therefore all packages will be marked with their full commercial value, in correspondence with the commercial invoices supplied.

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 business 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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Delivery Information/Times

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 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-information

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Delivery to Russia - Hand Carry Service

DUE TO EXTREMELY HIGH LEVELS OF THEFT OF PACKAGES SENT BY REGISTERED MAIL & PARCELFORCE, WE NOW USE A NEW MORE SECURE, BUT SLIGHTLY MORE EXPENSIVE HAND CARRY SERVICE.

The 'Hand Carry Service' is the name we have given to a service we use for delivery of packages into Russia. This applies to high value items such as smartphones and tablets. This replaces Euro Post, ParcelForce and other international mail options you may have seen on the site before.

The hand carry service is brought into Russia by an agent via flights into Moscow.

Deliveries to Moscow and Saint Petersburg arrive within 2-4 days. For all other parts of Russia delivery is 4-10 days on average.

ALL customs duties are included in the shipping cost.

The cost is £150 per smartphone or tablet. 2 phones will require a payment of £300 for shipping.

Packages are not tracked, but fully insured.

Like other delivery services, a signature is required upon delivery.

We do not provide EMS, ParcelForce, DHL, FedEx or any other courier service to Russia due to the high level of theft, lost packages and customs difficulties. This is also the reason an alternative service we did offer called 'Euro Post' is also no longer available.

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Do you accept PayPal?

Yes - with some limitations.

There is currently no price limit for UK or EU customers, however we do apply a limit of £500 to some international orders.

This £500 limit applies to orders being made for dispatch to some countries outside of the EU.

There are also a small number of countries where we do not offer PayPal, however the majority of customers can pay via PayPal.

If PayPal is available to you, you will be presented with the option 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.

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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 excluding national UK holidays) by email if the order has been dispatched, or if for any reason there is a problem or delay with the order.

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How do I pay?

You will need to make payment using a credit or debit card (Visa, MasterCard, American Express and more) via SagePay merchant services or by PayPal*. You can enter these details through our secure online checkout.

We can also arrange for payment to be made by direct bank transfer (BACS/Wire) or cheque. To arrange to make payment by these 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. Some countries have a PayPal order limit of 500 GBP imposed.

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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 of an item, click the 'Buy' as many times as is necessary, or adjust the value in the basket. Repeat this as many times as is necessary.

When you have added all the items you require, click the 'Checkout' button which is on the bottom of the basket, marked in green on the top-right of the hand side of the desktop web page.

You will then be taken through to checkout, where we hope the rest of the process is well described and simple to complete.

You can also watch the video below for a short promotional video of the new website (this version of the site was launched in Summer 2015):

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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 checkout 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.

This process avoids our contact database filling up with people and/or spam/robots who create accounts with no intention of purchasing.

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How do Pre-Orders work?

We often post information about new products on our 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 this 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.

If your order contains any items that are marked as 'pre-order', the whole transaction will be marked as such and no payment will be taken for any items.

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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 cannot 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 business days for delivery.

We are unable to accept claims for lost or undelivered packages until 28 business days have passed from the date of dispatch.

Of a 7 day week, 5 of those 7 are classed as business days (excluding UK national holidays). After 28 business 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 in to 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. If you are an international customer, the value of you order in GBP may exceed your available funds after conversions.

2. Card Blocked. Card issuers may block the payment when it is being deducted by a technology company if it is outside your normal spending patterns, or sometimes if it is not based in your home country. This is often a proactive procedure to protect you against potentially fraudulent transactions. In this instance 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 SagePay / PayPal 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.

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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 (sales@clove.co.uk) as soon as possible to discuss the next step.

If you think your package has been lost in transit and you are located in the UK, please contact us by telephone ( 44 (0)1202 552936) or email (sales@clove.co.uk) 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 (sales@clove.co.uk) as soon as possible to discuss.

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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.

3. Contact Clove Technology by phone, email or log an online return from your account and we will provide assistance on the fault. If necessary we will issue a returns authorisation to arrange the product's return.

For complete information on Clove's return policy for faulty goods, please click HERE.

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What currency do you charge in?

ALL payments are taken in Great British Pounds Sterling (GBP).

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.

Our checkout does provide a link to an online currency converter. This will provide an estimated converted cost in (USD), (EUR) and other major currencies, however we cannot guarantee this rate or account for conversion charges set by your card issuer.

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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.

For complete information on Clove's return policy for faulty goods, please click HERE.

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What is an EX-DEMO or Graded machine?

An EX-DEMO or Graded machine is one that has been opened and used. This could be for any number of reasons.

These include in-house demonstrations where we use and review the product, magazine/press reviews where the product is sent to an external user and in some cases returns by an end customer.

Grading

Non-pristine phones are sold at Clove with a grading system. If you see "Grade ~" at the end of the product title, this indicates the phone is not pristine (brand-new from the manufacturer).

The highest grade outside of a brand-new, pristine phone is Grade A. This is a phone which is in perfect physical condition, however is not 'new'. This may be because the box has been opened and the phone handled.

Almost all of Clove's non-pristine phones are Grade A

Grade A

These mobile phones are just like new, and have minimal, if any signs of use and are fully functional.

The difference between a Grade A phone and a new phone is usually just that the box has been opened and the phone handled.

Grade B

This grade is given to used mobile phones that carry signs of regular use.

There may be significant cosmetic issues, such as abrasions and small scratches to the screen and casing. This is though a fully functional phone and will be in full working order.

The retail box will be supplied (unless otherwise stated in the product description), although some accessories may be missing (stated in the product description).

Sometimes Grade B phones have been refurbished at a repair centre - if so this will be declared in the product description.

Grade C

This grade is given to phones with signs of heavy use.

Cracks or dents to casing may be present, as long as the phone has been tested and they do not affect the phone's operation.

This may also cover issues such as port covers or plugs being missing and deep scratches (not cracks) to the screen.

The retail box and accessories may be missing from a Grade C phone (details stated in the product description).

Grade C phones will have been tested to ensure they are in full working order despite the cosmetic issues and signs of wear.

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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 would normally appear at the bottom of a physical store receipt.

As this is an online transaction you will not have this, so as part of our security procedure will often request your obtain this 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.

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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 cannot however confirm 100% compatibility with your network provider in your country (unless in the UK/EU). Therefore please take a note of the frequencies for which the device will work and contact your network provider to confirm compatibility.

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.

OR

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.

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What/Who are Sage Pay?

SagePay is one of the largest providers of online payment portals/gateways in the world. We use their services to process all card payments online where you have not chosen to checkout with PayPal.

We have integrated the SagePay 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 full card details nor do we store them on our servers.

We take your security seriously and this is why you will see the Sage Pay logo when purchasing online at www.clove.co.uk

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Where do you ship and how much does it cost?

We ship to almost every country on the globe, subject to there being at least a registered mail service provider.

For a full delivery destination list and costs of shipping to each country, please add your required items to the basket, proceed to checkout and select the delivery destination.

Shipping options and relevant pricing will then be provided.

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Which payment cards do you accept?

We accept all major credit and debit cards.

Visa, Visa Electron, MasterCard, Switch, Maestro, Solo and American Express are all included.

There is no surcharge for processing American Express.

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Why do I have to complete the security checks?

The security checks have to be completed for certain items, order values and delivery destinations.

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 offer 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 the 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, which 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.

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Will I have to pay customs duties? Are there import costs?

If you are within European Union, you will not be charged any 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.

The majority of the goods we dispatch are Smartphones, Tablets and other cellular equipment. These should be imported with HS Tarriff code 85171200.

Some courier services such as DHL & Fedex may pay the customs duties in advance to expedite the shipment. If so, they will bill you this 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 with this courier being charged the full amount. Should this situation arise, Clove Technology reserve the right to withhold the amount we are charged from any refund for the value of the goods you would otherwise be due.

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