Refund

Cancelled orders

If you place an order but wish to cancel before it is shipped we have a 24 hour cancellation policy. Please contact our SUPPORT team at support@shopclova.com and let us know that you wish to cancel.

Your order will be refunded by the customer support staff and you will receive your money into your payment account in the following 3-5 working days. Please note, some payment methods/financial institutions can take longer to process a refund.

If you are concerned, contact customer support and we will send you proof of refund from our shop.

ORDERS THAT ARE IN THE SHIPPING SYSTEM CANNOT BE CANCELLED.

Returns for an unwanted item(s)

We have a 30 day return policy.

This policy offers our customers a window of 30 days after receiving your item to request and return an item for a full refund.

To be eligible for a return and refund of an unwanted product, your item must be in the same condition that you received it, unworn or unused and in its original packaging.

Please retain your proof of return posting just incase your parcel gets lost in the shipping system.

Please include your full name, address and order number with your parcel.

Return parcels that cannot be identified upon arrival are kept for 14 days.

Return shipping costs for unwanted items are non refundable at this time.

If anything isn't clear or you ever need help please reach out to our support team: support@shopclova.com

Damaged goods/missing items

Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item/size, so that we can evaluate the issue and make it right.

Please let us know if you did not receive all of your items ordered. Sometimes, in the case of larger orders, there will be more than 1 parcel.

We will check with our warehouse team and also check the weight of the

parcel that you have received.

If your item is faulty or damaged we will refund you the amount paid back onto your chosen method of payment.

Please provide clear photographic evidence/video.

Exchanges

The fastest way to get the return you want is to reach out to us at support@shopclova.com and include 'EXCHANGE' in the email title, our team can then advise on stock availability and get a replacement sent out ASAP.

Please note that all returns/exchange shipping costs are refunded via a gift card, so keep your receipt when you make the posting and contact our support team for your reimbursement. We have a maximum shipping cost credit of £50.

Refunds

We will notify you once we've received and inspected your return. When approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, but usually this is within 3 -5 working days.

Please note, we cannot issue refunds whilst your order is out for delivery. If you would like a refund, please return your order when it arrives by following our return instructions.

Parcels that are retuned to sender/not picked up by the customer if the courier has been unable to deliver

Due to global increase in shipping charges we are unable to redeliver parcels in the below situation:-

Customer has input the wrong address when making the purchase and the parcel tracks as being "returned to sender"... this parcel is destroyed as the shipping companies will not bear the cost of returning parcels to the UK or China
Customer has not been in to receive the order and the courier has left a card requesting that the customer picks up their parcel. This parcel will be taken back to the local collection office and it is the customer's responsibility to go and collect their order. The collection office will only hold a parcel for a grace period. After that, it will track as "returned to sender", but again, the postal system will not bear the cost of shipping back overseas and will destroy.

Stolen/lost parcels are eligible for a maximum gift card of £50. To make a claim of a stolen/lost parcel, the local post office/last mile courier must confirm that they have not received the parcel tracking number in their system.

Shipping

Please refer to our Shipping Policy for the full Shipping details.

If your parcel has not arrived within 30 working days since being dispatched you are entitled to a full refund.

We offer Priority Processing as an upgrade option to the Standard Processing.

Orders with a Priority are given speedy service to the front of the queue for shipment.