Cleverboxes FAQ

Order Information

What delivery options do you offer?

Delivery to address within the UK

We currently offer 2 delivery options. Some items are available on the Standard delivery service only. The available options are offered at the ‘Checkout’.

  • Standard Delivery (Delivery within 3-5 working days) – £2.95 or FREE for orders £40.00 and above
  • Express Delivery (Delivery next working day on orders placed before 2pm) - £4.95
  • Regrettably we cannot offer a next day delivery to the following postcodes: IV, KW, ZE, HS, AB, IM, TR, GY, JE & BT.

To receive your order the next working day please ensure you place your order before 2pm. Any orders placed after 2pm Friday up to 2pm Monday will be delivered Tuesday.

Order Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Order before 2pm - expected arrival Tuesday Wednesday Thursday Friday Monday Tuesday Tuesday
Order after 2pm - expected arrival Wednesday Thursday Friday Monday Tuesday Tuesday Tuesday

To receive your order the next working day please ensure you place your order before 2pm. Any orders placed after 2pm Friday up to 2pm Monday will be delivered Tuesday.

Order Day Order before 2pm - expected arrival Order after 2pm - expected arrival
Monday Tuesday Wednesday
Tuesday Wednesday Thursday
Wednesday Thursday Friday
Thursday Friday Monday
Friday Monday Tuesday
Saturday Tuesday Tuesday
Sunday Tuesday Tuesday

International delivery

Unfortunately orders for international delivery cannot currently be placed on our website. If you would like a quote for international delivery please call our sales team, the contact details can be found on our Contact Us page.

Order confirmation

When should I receive my order confirmation?

You should receive an email confirming the order within 15 minutes of it being placed on our website.

I have not received my order confirmation, what should I do?

  • Please check your spam/junk folder - depending on your email settings it may have been removed from your inbox.
  • Please check your account online to ensure your email address has been entered correctly.
  • If after these steps you still haven’t received the email please contact our Customer Services department using one of the options on our Contact Us page.

How do I track my order?

Once your order has been despatched, you will receive an email to confirm. If tracking details are available, we will send you a link to the courier’s website enabling you to check the progress of your order.

Unfortunately it isn’t always possible to provide tracking details however you can speak to our Customer Services team using one of the options on our Contact Us page who may be able to offer some additional information.

Change or cancel my order?

Can I amend any of the details on my order?

In some cases we are able to amend delivery addresses and items on your order however this isn’t always an option. Please Contact Us with any amendments or cancellation queries and our Customer Services team will assist where possible.

Can I cancel my order?

As with amendments unfortunately it isn’t always possible as your order may have already been despatched, however please Contact Us for further information.

Why has my order been cancelled?

Cancelling sales orders is always a last resort for Cleverboxes as we look to explore the possibility of alternative products for all items that are long term out of stock or made end of life by manufacturers, however in the scenario where alternative solutions cannot be found we do reserve the right to cancel your order. When this decision is made we will make every effort to notify you that your order will be closed by one of the communication methods provided within your customer details. Once your order is closed we will automatically refund any payment you have made for your goods. We do advise that the refund process can take up 72 hours to complete and process, however if you have not received your refund beyond this time frame please do not hesitate to contact the Cleverboxes customer services team. For any additional questions regarding the cancellation of orders please refer to our Terms & Conditions.

How do I view my order history?

Please login to your account and select "My Orders". On this screen you can view all your previous orders with us and see their status. You can also reorder products and view the exact order details (see below).

My Orders Screen

How do I get a VAT receipt?

A copy of your order invoice should be included in the parcel however if for some reason this is missing or you need another copy please Contact our Customer Services department who will be happy to help.

Where do I enter my discount code?

The discount code is entered at the "View Shopping Basket" stage of the order process. If you have entered your card details or are on PayPal please go back a step or 2 and click on "My Basket" in the header.

Discount Code

Delivery Information

What delivery options do you offer?

Delivery to address within the UK

We currently offer 2 delivery options. Some items are available on the Standard delivery service only. The available options are offered at the ‘Checkout’.

  • Standard Delivery (Delivery within 3-5 working days) – £2.95 or FREE for orders £40.00 and above
  • Express Delivery (Delivery next working day on orders placed before 2pm) - £4.95
  • Regrettably we cannot offer a next day delivery to the following postcodes: IV, KW, ZE, HS, AB, IM, TR, GY, JE & BT.

To receive your order the next working day please ensure you place your order before 2pm. Any orders placed after 2pm Friday up to 2pm Monday will be delivered Tuesday.

Order Day Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Order before 2pm - expected arrival Tuesday Wednesday Thursday Friday Monday Tuesday Tuesday
Order after 2pm - expected arrival Wednesday Thursday Friday Monday Tuesday Tuesday Tuesday

To receive your order the next working day please ensure you place your order before 2pm. Any orders placed after 2pm Friday up to 2pm Monday will be delivered Tuesday.

Order Day Order before 2pm - expected arrival Order after 2pm - expected arrival
Monday Tuesday Wednesday
Tuesday Wednesday Thursday
Wednesday Thursday Friday
Thursday Friday Monday
Friday Monday Tuesday
Saturday Tuesday Tuesday
Sunday Tuesday Tuesday

International delivery

Unfortunately orders for international delivery cannot currently be placed on our website. If you would like a quote for international delivery please call our sales team, the contact details can be found on our Contact Us page.

Do you offer delivery outside of the UK?

Orders for international delivery cannot currently be placed on our website. If you would like a quote for international delivery please call our sales team on: +44 1254 238749.

Which couriers do you use for your deliveries?

We use a number of different couriers, specifically chosen for their expertise in the delivery of certain products. We are not always able to confirm the courier prior to despatch however please contact customer service if this is something you would like to know prior to placing your order.

Can you give me a time for my delivery?

We understand the importance of providing delivery information, especially a time for your delivery. We do all we can to use couriers whom offer this service however for some items this isn’t always possible. In most cases if there is a time available for delivery it will be available via the link sent when your order is despatched. However our Customer Services team may be able to offer some additional information.

Can you deliver goods to a safe place?

Most of our couriers require a signature for delivery, regardless of the value. However, if you have a safe place or a neighbour that can take delivery in your absence we recommend that a signed note be left for the driver confirming the location the goods are to be left. Please note, if a request is made to leave the goods in an alternative place, Cleverboxes cannot cover any loss or theft once the goods are delivered.

Where is my order?

How do I track my order?

You will receive an email to confirm that your order has been despatched. If tracking is available we will send you a link to the courier’s website enabling to you check the progress of your order.

As tracking details are not always available, you can speak to our Customer Services team using one of the options on our Contact Us page, who may be able to offer some additional information.

Why has my order been cancelled?

Cancelling sales orders is always a last resort for Cleverboxes as we look to explore the possibility of alternative products for all items that are long term out of stock or made end of life by manufacturers, however in the scenario where alternative solutions cannot be found we do reserve the right to cancel your order. When this decision is made we will make every effort to notify you that your order will be closed by one of the communication methods provided on your customer details. Once your order is closed we will automatically refund any payment made for your goods. We do advise that the refund process can take around 72 hours to complete, however if you have not received your refund within this time frame please do not hesitate to contact the Cleverboxes customer services team to resolve the issue for you. For any additional questions regarding the cancellation of orders please refer to our Terms & Conditions.

There is something missing from my order?

Quite often we ship out items separately so it may be that the remaining items from your order are on their way. However, if all of the items haven’t arrived within the time confirmed on your order confirmation please contact our Customer Service department using one of the options on our Contact Us page.

The item I have received is faulty/damaged?

Faulty Items

If you believe the item you have received is defective we would ask that you Contact Us. Within the first 30 days after the goods have been delivered we will either replace or refund (depending on availability of stock) the item. However, if the item develops a fault after the initial 30 day period in most cases the item is covered by the manufacturer’s warranty. To ensure you are given the most accurate, up to date information please contact our Customer Services department who will confirm the next steps for you. For further information on this please refer to our Terms & Conditions.

Damaged items

If the item you received is damaged please ensure it is reported to us within 3 days, using one of the contact methods on our Contact Us page. If the items are visibly damaged we ask that you make a note of this with the courier. In some instances we may ask for images of the damage so that the issue can be raised immediately with the couriers (it also documents the damage before the return journey).

Returns & Refunds

How do I return an unwanted item via Cleverboxes.com or via one of our following marketplaces; Amazon, Game, Halfords and Mailonline

We are sure you will be pleased with your order from Cleverboxes, however we do understand that sometimes you’ll need to return unwanted items. All we ask is that you return the goods to us within 28 days of delivery. Please visit our Returns & Refunds page where you will find a returns request form or click the link below to take you straight there. Once completed one of the team will be in touch with the return address and a unique returns reference.

Returns Form >

You will be responsible for returning goods at your own cost. Please ensure any original packaging, tabs, labels and accessories are returned and please package securely. If you're returning an item because you’ve changed your mind, there may be a deduction from your refund if the item has been damaged, opened more than necessary to check its working condition, or used more than reasonably expected. Please note that any software products must remain completely sealed for us to accept the return.

Returns will not be accepted where the retail packaging has been defaced so please ensure any labels are external to the retail packaging.

Once the goods are back with us and have been processed by our returns department a refund will be issued. We strongly recommend that you fully insure and well package all returns. We suggest you use a courier that can provide a proof of delivery as Cleverboxes will not be liable for items lost or damaged in transit.

Please refer to the ‘What is the cost of returning unwanted items’ for returns options.

What is the cost of returning unwanted items?

Any items being returned to us as unsuitable or unwanted are to be returned at your own cost. Below is a table confirming the return options we are able to offer, however goods can be returned to us using a courier of your choosing. We do always recommend using a courier that offer insurance as Cleverboxes will not be liable for items lost or damaged in transit.

DPD Home Call
£5.70

As part of the returns request you can opt for a Home Call label. This allows you to return your goods via a My Hermes collection point. You can use the store locator on our Returns & Refunds page to locate your nearest drop off point.

DPD Collection
£15

A collection can be organised for a weekday of your choice and in most cases we can organise for the courier to confirm a 1 hour window for the collection.

Alternative Courier
£15 - £75

For items outside of the standard dimensions or value, i.e. large screen TVs and large pieces of furniture we cannot provide an explicit return cost up front but can provide a tailored quote at the point the RMA is raised. Please note that we cannot guarantee collection services on all items.

What do I need to return an item?

To return goods to us, you’ll need a returns reference, this can be obtained via our returns request form, please click the link below. You do not need to include any additional details inside the package, unless we request this at the time the return is raised.

Returns Form >

Do you offer exchanges?

As we’re not able to offer exchanges please return the goods using the information provided for a refund or replacement item.

Returning orders placed via the Tesco Direct website

If you have placed your order with us via the Tesco Direct website you can return goods to us via selected Tesco stores. Please note that not all of the Tesco stores can accept Cleverboxes returns. Goods can only be returned to a Tesco store that has a ‘Direct Order Point’ in store, only these stores have the correct facility to accept goods for a refund.

The link below, takes you to the ‘Store Locator’ on the Tesco Direct website. Once you have entered your postcode a list of your nearest stores will be displayed. Please note the majority of Direct Order Points are within the larger Extra stores or the Superstores. (you can narrow your search using the drop down box next to the Postcode search) If the store can accept Partner returns there will be a ‘Direct Order Point’ icon under the stores ‘General facilities’.

http://www.tesco.com/store-locator/uk/

To return the goods to stores, you’ll need your Tesco Direct order number. If you do not have this please feel free to contact our customer services using one of the methods on our Contact Us page.

If the there is no Direct Order Point nearby the goods would need to be returned to us directly. The information you need for the return are here.

There is something missing from my order

Sometimes we ship out items separately so it may be that the remaining items from your order are on the way. However, if all of the items haven’t arrived within the time confirmed on your order confirmation please contact our Customer Service department using one of the options on our Contact Us page.

The item I have received is faulty/damaged

Faulty Items

If you believe the item you have received is defective we would ask that you Contact Us for further information. Within the first 30 days of delivery we will either replace or refund the item(depending on stock levels). However, if the item develops a fault after the initial 30 days in most cases the item is covered by the manufacturer’s warranty. To ensure you are given the most accurate, up to date information please contact our Customer Services department who will confirm the next steps for you. For further information on this please refer to our Terms & Conditions.

Damaged items

If the item you received is damaged please ensure it is reported to us within 3 days, using one of the contact methods on our Contact Us page. If the items are visibly damaged we ask that you make a note of this with the courier. In some instances we may ask for images of the damage so that the issue can be raised right away with the couriers (it also documents the damage before the return journey)

Can I cancel my order?

If you need to cancel an order please Contact Us as soon as possible. Unfortunately we cannot guarantee that your order will be stopped in time. In the event that your order is delivered it would need to be returned at your own cost.

How long does it take for my refund to be processed?

Once your return have been received and checked in by our returns department your refund will be triggered. Depending on the payment method it can take up to 5 working days for funds to be returned to your account.

Why haven’t I received my refund?

It should take no longer than 14 working days to check and book in a return once the goods have been received and no longer than 5 working days for the refund to be processed. If you haven’t received confirmation of either please Contact Us.

Why has my order been cancelled?

Cancelling sales orders is always a last resort for Cleverboxes as we look to explore the possibility of alternative products for all items that are long term out of stock or made end of life by manufacturers, however in the scenario where alternative solutions cannot be found we do reserve the right to cancel your order. When this decision is made we will make every effort to notify you that your order will be closed by one of the communication methods provided on your customer details. Once your order is closed we will automatically refund any payment made for your goods. We do advise that the refund process can take around 72 hours to complete, however if you have not received your refund within this time frame please do not hesitate to contact the Cleverboxes customer services team to resolve the issue for you. For any additional questions regarding the cancellation of orders please refer to our Terms & Conditions.

Payment Options

What payment options can I use to pay with?

Credit / Debit Cards

  • Visa
  • MasterCard
  • Delta/Connect
  • Maestro

PayPal

  • PayPal Balance
  • Visa
  • MasterCard
  • American Express
  • Delta/Connect
  • Maestro

I am having issues with my payment?

Please contact us to report any issues with the online payment system.