FAQS
PAYMENTS
Why has my payment been declined?
There are lots of reasons that may cause a payment to decline. To help ensure this doesn’t happen when you retry payment, try the following:
- Check all card details are correct, including the expiry, security code and billing address
- If you’re using Apple Pay or Google Pay, ensure your details are up to date
- Instead of selecting the billing address ‘same as shipping address’, please untick this option and try typing out the address.
- Your bank has likely declined the payment. You may wish to call them to find out why.
Please note: You won’t be charged unless you receive an order number in a confirmation email. There could be times when your bank withholds the amount of your declined payment. If you see a pending transaction on your bank statement, please contact your bank to confirm when these funds will be released.
How can I pay?
We only accept payment in UK Pound Sterling (GBP). Customers outside the UK will be billed in Sterling. We accept the following card: MasterCard / Visa / Visa Delta / Maestro / Solo. Paypal. Klarna.
How do I use my promo code?
Enter your promotional code into the “Discount Code” box at checkout. Press ‘apply’. Once you’ve applied your discount code, your savings will be displayed. Please note that only one promotional code can be used per order.
SHIPPING AND DELIVERY
Will my order be packaged discreetly?
Yes. All orders are wrapped in tissue and placed in a luxurious black CLIPHER box. Your order is then placed in a plain shipping bag with no logo or brand name for discreet delivery. We’ve got you covered.
How much is delivery?
Your CLIPHER order will be delivered for FREE via DPD if you’re based in the UK. For our international customers, your orders will be delivered by DHL and delivery costs will vary depending on country destination and these costs will be confirmed at the end of checkout as we have DHL integrated with our system.
I’m a customer based outside of the UK. Will I have to pay import duties?
Please note, Your CLIPHER parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs. Duties and taxes are charged by Customs in the destination country and the receiver is responsible for paying them. Unfortunately, we're unable to predict what your particular charges may be as these charges vary from country to country. For more accurate information, please contact your local customs office so you're not surprised if there are any unexpected delivery charges at your end.
When will my items be shipped?
Delivery time frames depend on your location, and the date and time of your order (visible in your order confirmation email). For UK customers, you’ll receive your order via DPD 24 hours tracked. We will dispatch all orders placed before 1pm Mon-Fri on the same day. Please note we do not ship on bank holidays or weekends. If something happens which is outside of our control and affects the estimated date of delivery, we’ll provide you with a revised estimated date for delivery.
For international customers at check out, the delivery price will vary depending on each country. The delivery total will be stated at the end of the checkout for the customer.
In regards to delivery time frame for international customers, DHL the estimated delivery date is 5 days worldwide depending on country destination but it may vary so we advise to check the DHL website for FAQs on delivery times: https://parcel.dhl.co.uk/faqs/delivery-times-and-tracking/
What happens if items in my order are missing or damaged?
We try to ensure that your CLIPHER items are packed and prepared with the love that they deserve. Unfortunately, damage may occur in transit, or otherwise. If you have an item which appears to be broken, faulty, or something is missing, please reach out to our amazing team. We ask that you include photos of the item(s) where you can. This will help us determine the cause, so we can make things right for you. Simply contact: info@clipher.com