FAQs

ORDERS

How do I place an order?

Placing an order with Pink Clove is easy! Once you have seen an item you would like to buy, choose your size and quantity(s) you would like to buy and then click on “Add to bag”. After you have added all the items you want to buy click on “My bag" at the top right side of the page and follow the simple screen prompts.

How do I know if an item is in stock?

Most of our items are in stock. However there may be a time when a particular size might be not in stock. In this instance when selecting a particular size it will say out of stock.

Can I provide different delivery address than my invoice address?

Yes, when placing an order you have the option to choose different delivery address if required.

How do I know you have received my order?

Once the order has been placed you will be given an order number for your reference. You will also receive an email confirming order details.

What if I do not receive a order confirmation email?

Order confirmation emails are sent automatically from our system. However for any reason you do not receive confirmation within an hour then please contact us at customerservices@pinkclove.co.uk so we can send your order confirmation.

Can I change or cancel my order?

Unfortunately we cannot change or cancel your order once it has been submitted. Please note this includes changing size or colour of an item, cancelling an item from your order or changing delivery address. However you are able to return the order to us once it has been delivered to you.

Is it safe to pay online?

Yes, we use SSL encryption technology to ensure that your payment details are always safe. For more details please go to the Payment and Security page.

What do I do if some items are missing from my order?

If some items are missing from your order then please contact us at customerservices@pinkclove.co.uk with details of the items that are missing. We will investigate and arrange a re-delivery of the missing items.

Can I pay for my order in different currency?

Yes, you can pay for your order in following currency – Pound (sterling), Euros and US Dollars.

How do I pay for my order?

You can choose to pay either by our payment gateway or by PayPal. You can pay by following cards.

  •         Visa
  •         MasterCard
  •         Visa Debit
  •         Visa Electron
  •         Maestro
  •         Laser
  •         Amex

Can I use gift vouchers on my orders?

Yes, to use gift vouchers please enter appropriate code in the discount code box when checking out.

Klarna Pay Later

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 work?

Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by [MERCHANT] and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

Am I eligible for Pay later in 3?

To use Pay later in 3 you must be at least 18. Whilst this option is widely promoted, Pay later in 3 is subject to your financial circumstances. When choosing Pay later in 3, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3?

Klarna is unique and offers Pay later in 3 based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor [MERCHANT] run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3?

Although Pay later in 3 is widely promoted it is not always universally available. The Pay later in 3 payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.

What happens if I cancel or return my order?

As soon as [MERCHANT] have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at [MERCHANT] from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.

I have been asked to go to Klarna's site. Is this correct?

You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by [MERCHANT]. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

No, this is not currently possible for Pay later in 3 purchases.

Have you received my payment?

Klarna will notify you via email and push notification when a payment is due and when this has successfully be collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk.

What happens to my statement, when I've returned the goods?

Once [MERCHANT] has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call [MERCHANT] to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna’s Customer Service for a full list of FAQ’s, live chat and telephone options.

DELIVERIES

UK BANK HOLIDAYS DELIVERY SCHEDULE 

Please note UK Bank Holidays are not classed as working days. If you place your order on a Friday before 3pm for a Next day delivery. You will receive your order the next working day which is a Tuesday. If you place your order on a Friday before 3pm for a Standard delivery your order should reach you Wednesday or Thursday after the bank holiday.

What are your delivery charges?

Our current delivery charges are as per below. For full details go to our Delivery & Returns page

  •         UK standard delivery - £3.95
  •         UK next day delivery - £4.95
  •         EU Delivery - £7.99
  •         International delivery - £9.99

How long will it take for my order to arrive?

Our current delivery times are as per below. Orders received by 3pm are dispatched same day. For full details go to our Delivery and Returns page.

  •         UK standard delivery - delivery within 48hrs
  •         UK next day delivery – delivery within 24hrs
  •         EU Delivery – delivery within 5days
  •         International delivery – delivery within 7days

Can I track my order?

Yes, you can track your order. Once the order has been dispatched you will receive an email confirming your order has been dispatched with a tracking number. You can then track your order on Royal Mail website.

Do I have to sign for my delivery?

Yes, all parcels we deliver will require a signature upon receipt.

What if my parcel doesn’t arrive?

If your parcel does not arrive within specified time then you can track your parcel on the Royal Mail website. Alternatively you can email us at customerservices@pinkclove.co.uk with your order details.

What happens if you deliver when I am out?

If you are out when your parcel is delivered the courier will leave a card notifying further instruction about your parcel.

RETURNS AND REFUNDS

What is your Returns policy?

We will refund any item you are unhappy with provided that you return it to us in a saleable condition within 14 days of the date shown on your dispatch note.

Please do not remove any labels or tags, and when returning items to us please place the products in their original packaging.

How do I return an item?

UK customers can return any unwanted items free of charge. Please follow below procedure.

  • Re-pack the item in its original packaging with labels and tags still attached
     
  • Attach the return address label to your parcel
     
  • Return the package via nearest Post Office. You must obtain your proof of postage from the post office
     
  • Keep your proof of postage safe as you will need this as proof of return
  • If the free PO Box returns label is lost please download the label from the Returns Policy on our website then print and apply.

International customers will have to pay the cost of returning unwanted items to us. Please follow below procedure:

  • Re-pack the item in its original packaging with labels and tags still attached
  • The PO Box returns address is - Pink Clove, PO Box 7183, Wolverhampton, WV1 9DE
  • Keep your proof of postage safe as you will need this as proof of return

How do I know you have received my returned items?

There will be tracking reference on your proof of postage. You can use this tracking reference to trace your parcel and see if we have received your returned items.

How long does it take to process the refund?

It can take up to 30 days from the date we send a confirmation e-mail advising you are eligible for a refund for the refund to be processed.

GENERAL

What if I have forgotten my password?

Go to the Login/Register page and click on the link “forgotten password”. Fill in the required details on the form and then a password reminder link will be sent you.

Do you have size guide?

Yes, please click here

Will my personal information be passed on?

Promotions and Discounts

How do I use a discount code?

Simply type the code in the discount code box when checking out and click apply.

Can I use more than one discount code on my order?

No, only one discount code can be used per order.

Why doesn’t my discount code work?

Please check the discount code you are using is still valid. For further assistance contact us on customerservices@pinkclove.co.uk.

GENERAL

What if I have forgotten my password?

Go to the Login/Register page and click on the link “forgotten password”. Fill in the required details on the form and then a password reminder link will be sent you.

Do you have size guide?

Yes, please click here

Will my personal information be passed on?

Promotions and Discounts

How do I use a discount code?

Simply type the code in the discount code box when checking out and click apply.

Can I use more than one discount code on my order?

No, only one discount code can be used per order.

Why doesn’t my discount code work?

Please check the discount code you are using is still valid. For further assistance contact us on customerservices@pinkclove.co.uk.

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