Shipping & Returns
Worldwide Shipping
We are proud to say that we have customers in over 80 countries across the globe, therefore wherever in the world you are located, we’re sure to be able to ship to your destination. All overseas orders are sent by Royal Mail International Signed for which is a trackable insured service that we have found to be the best priced, most speedy and reliable. In certain circumstances or for wholesale distribution, we may use an alternative carrier depending on the size and weight of your package.
NB: regrettably due to FDA restrictions, we are prohibited from selling the following items directly to the USA & Canada: Cleo Q Toning Systems, Cleo Q Discreet & Cleo Active. If you are located in either of these countries and wish to purchase these items, please use our Amazon Store
NB: Due to shipping restrictions of hazardous goods, we are unable to ship fragrances overseas.
Secure Payment
Shop online at www.club-cleo.com with complete confidence. Credit/Debit card payments are processed securely by SagePay, a globally recognised safe payment processing system. Your card details are fully encrypted after submission and we utilise a number of fraud screening systems including 3d secure & verified by visa password authority to safeguard against fraud. If you are not comfortable entering your card details online, you can use the PayPal facility or we accept credit/debit payments (except Amex) on the phone. Please call our sales line on 0871 2211340 if you would like to pay this way. Alternatively, you can send a cheque made payable to KayCo Ltd, with a print out of your order along with your full name & address details to the address on our contact page.
Same Day Despatch
All orders (except Cleo Q Systems, which have pre-booked delivery dates) are shipped the same working day if we receive your order before 3pm weekdays, providing the item is in stock. Orders received after this time will be despatched the next available working day.
Flexible Delivery
Our standard UK service is Royal Mail 1st class with an expected delivery schedule of 3-5 working days, however orders in excess of £50 will receive an automatic free upgrade to 1st class recorded delivery. If required for smaller value orders, you will be given the option to choose an insured service – either 1st class recorded or special delivery (Next Day) – both of which carry an additional charge.
Special Delivery is available to UK addresses only and is a guaranteed next day delivery, if order placed before 3.00pm however Royal Mail do not guarantee Saturday deliveries for orders sent using this service on Fridays.
Delivery of large items is made by courier and we will contact you to arrange a suitable delivery date when it is convenient for you or someone else at your delivery address to sign for the parcel. We are unable to deliver Cleo Q Systems to PO Box numbers/Apertido addresses for insurance reasons: a full postal address & daytime telephone number is required for delivery.
PLEASE NOTE:
Due to the high value of a Cleo Q System and in compliance with insurance policies the courier will not leave a parcel unattended, without a signature or with a neighbour, therefore please ensure when booking your preferred delivery date that it can be signed for.
Discreet Packaging
Here at ClubCleo, we understand that when you buy a personal item online you want to be assured that your order will be shipped with complete discretion, especially if we are delivering to a work or friends address. All parcels from our warehouse are sent in plain non-descript packaging to protect your privacy. KayCo Ltd is shown as the returns address on the shipping label.
Customer Service
We sincerely hope that you will be happy with your purchase and aim to provide you with the best possible experience when you shop with us. If however, for any reason you are not satisfied with either our products or service, we will be more than happy to rectify the situation to the best of our abilities. Please either email us with your query or call our customer service team on 0871 2211340.
Claims For Goods Not Received:
Although we make every effort to ensure your goods reach you quickly and in perfect condition, once the parcel has left us we are unable to control how it is handled, so if it reaches you damaged or tampered with in any way, please notify us immediately. Please be aware that we can only accept claims for damaged goods or items missing from your parcel within 3 days of delivery of your order.
In the rare event of your parcel not being delivered, we will do everything we can to track the item with our carrier. However, please note that Royal Mail will not investigate a claim until 15 working days after the posting date, unless the parcel has been sent by special delivery. If after this time you still have not received your goods, we will send you a self declaration form which must be signed and returned before we can release a replacement order or issue a refund.
PLEASE NOTE: we will only accept claims for non delivery of parcels up to 28 days after posting.
If you need to make a claim for a lost or damaged parcel, please contact our distribution manager Darren Hewitt on 0113 2897985 or by email daz@kayco.co.uk
For all other enquiries, please call one of our friendly team on 0871 2211340 or send us an email via the link on the contact us page. If calling from abroad, please dial +44 113 2527744
Refunds & Returns:
Please refer to our terms & conditions regarding your refund rights.
