Frequently Asked Questions

ORDER QUERY

Where is My Order?

Orders placed before midday, Monday-Friday, will be dispatched the same day, excluding public and bank holidays. Any orders placed after this time will be dispatched the following working day.

Fast 24hr Delivery - As standard, delivery for purchases that include appliances will be made 24hrs after dispatch on weekdays. If you place an order for an appliance after 12pm on a Friday, delivery will be made on the following Tuesday.

Standard 48hr Delivery - Delivery for orders of accessories will be made 48hrs after dispatch on weekdays. To check the delivery status of your order, log into the My Account section of our website and click on the tracking link provided.

My Order Hasn’t Arrived

If your delivery date has passed and you haven't received your order, log into the My Account section of our website, open your orders and click on the tracking link provided to trace where your parcel is up to with our courier partner. Please note that all of our Vacuum Cleaners, Air Movers and Lawnmaster products require a signature upon delivery. If this can’t be obtained by the courier then your order will be returned to the delivery depot, and you will need to contact them to arrange a collection or a new delivery.

I’ve Placed an Order but Heard Nothing

You can check the status of your order, delivery information and contact details in your online account. Once you've logged in, select 'MY DETAILS'. You can then check the contact details you have used to register with us. If your email address is incorrect, you are able to edit this for future orders. We're unable to change email addresses on current orders, however we can provide you with any details you need to by contacting us.

There’s a Part Missing from My Order

If you’ve ordered multiple items and they don’t arrive together, they may have been dispatched separately using different couriers. To check, use the tracking link provided in the My Account section of our website or in delivery update email you should have received when your order was dispatched. If you’ve ordered a product and there appears to be a part missing, please let us know as soon as you can. Please note that our corded vacuum cleaners will arrive with the hose, wheels, filters and some other accessories stored inside the tank.

I would like to place a Trade Order

If you’d like to place a trade order or enquire about opening a trade account with us, please contact our sales team directly at sales@cleva-uk.com.

How do I Use a Discount Code?

If you have a valid discount code, you can enter it in the dedicated box at the checkout. The total will then be automatically adjusted.

Can I Cancel My Order?

We are able to cancel orders which have not yet been dispatched from our warehouse. Unfortunately, we are not able to cancel orders that have already been dispatched.

Can I Change My Order?

If your order has not yet been dispatched, we are able to remove items before delivery. Unfortunately we are unable to add or exchange items once an order has been placed. A new order will need to be placed for additional items. Any unused products ordered in error, or that you’ve changed your mind about, can be returned to us for a refund.

PAYMENT QUERY

Which Forms of Payment do You Accept?

We accept payments from PayPal, Visa, Mastercard or American Express.

Are My Details Secure?

Yes, we never store your full card details and our payment system adheres to strict security procedures.

Can You Provide a VAT Invoice?

Yes, we can provide a VAT invoice for any order placed with us. If you require a VAT receipt then contact us at sales@cleva-uk.com.

Can I Get a VAT Refund?

We cannot refund VAT once an order has been placed. If your address is VAT exempt, please get in touch before placing your order and we’ll be happy to amend this in your customer account so that VAT is automatically removed from all purchases placed on our website.

How do I Use a Discount Code?

If you have a valid discount code, please enter it in the dedicated box at checkout, the total will be automatically adjusted.

DELIVERY QUERY

How Can I Change My Delivery Address?

You can update your delivery address prior to dispatch in My Account. If your item has dispatched, please contact us and we'll do our best to assist you with this.

What Happens if the Courier Loses My Parcel?

This rarely happens, however in this circumstance, please email us at sales@cleva-uk.com and we will resolve this for you.

Can I Provide Additional Delivery Instructions?

If you need to provide additional delivery information, please contact our courier partner. Contact details will be provided on the dispatch email you receive.

The Tracking Link for My Order Says It’s Already Been Delivered, but I Don’t Have it, What Should I Do?

On very rare occassions, our partnered couriers experience a break in their service. The problem is most likely either a technical issue with their IT tracking, or that they have left your delivery with a neighbour. If you still haven't been able to trace the progress of your delivery after contacting them, please contact us for a resolution.

What Happens if I’m not in when Delivery is Attempted?

If your order requires a signature and the courier is unable to obtain one when delivery is attempted from either you or a neighbour, it will be returned to the local depot. The courier will leave a calling card informing you of this, and you can contact them directly to arrange re-delivery or collection. If your order doesn’t need a signature, then it may be left in a safe place, and you should receive communication from them to tell you where it is.

How do I Know When my Delivery Will Arrive?

Once your order has dispatched, you'll receive an email with all the delivery information you need, and a detailed tracking link so that you can follow it.

What are Your Delivery Charges?

Orders for addresses in UK mainland are delivered free of charge. For all other destinations please see the latest charges and destinations on our delivery page. 

How Long Will My Order Take to Arrive?

Orders placed before midday, Monday-Friday, will be dispatched the same day from our warehouse (excluding public and bank holidays). Any orders placed after this time will be dispatched the following working day. Vacuum Cleaners, Air Movers and Lawnmaster products are delivered the next working day. Accessories are delivered 48 hours after dispatch on standard week days.
If you would like to check the delivery status of your order, log into My Account and click on the tracking link provided.

Where do you Deliver to?

Please see a list below of the countries we deliver to. Delivery charges will be calculated automatically when you select your destination.

England, Wales and parts of Scotland, UK Highlands & Islands Northern Ireland, Isle Scilly, Isle of Man Channel Islands Republic of Ireland Netherlands, Belgium, Luxembourg France, Germany, Denmark Italy, Spain, Portugal, Greece