With over a decade of experience in online retail we have expanded our product catalogue far beyond our roots in the IT and Consumer Electronics sector. We believe in protecting our strong values of providing the highest level of customer service, direct communication and aftersales support. This is an approach that has led to strong acclaim and recognition through awards for our outstanding customer service.
We work hard to bring you the widest range of quality products from brands that not only share our values but work closely with us to ensure we offer the most competitive pricing we can. Through many years of building relationships with top brands and manufacturers we are able to offer a wide range of products from hedge trimmers to TVs and from pillow cases to garden parasols.
In working closely with Tesco Direct we aim to ensure we provide the highest level of product offering, customer service and communication including providing ‘Click and Collect’ and ‘Seller Will Call’ as delivery options for a wide ranging selection of our products in addition to the ‘Standard’ and ‘Express’ options. Our specialist Customer Service team engage directly with the Tesco Direct main Customer Services support to ensure any snags or issues result in complete satisfaction for the customer. We offer a dedicated local rate phone line and email contact for all supports with a comprehensive case system to ensure total resolution of all problems.
Ultimately our goal is simple - we offer old fashioned customer service utilising new technology to secure great products at great prices with the addition of the highest level of support.
Delivery rates and timescales
|Click & Collect||Displayed per product||Order by 12.00pm* (Monday - Thursday) and collect in store next day after 4.00pm. Orders placed Friday to Sunday will be in store Tuesday.|
|Standard delivery||Displayed per product||Standard delivery usually 3-5 days|
|Express delivery||Displayed per product||Order by 3.00pm* (Monday-Thursday) for next day delivery. Orders placed Friday to Sunday will be delivered on Tuesday.|
We use a combination of various tracked courier service or Royal Mail depending on the nature of the product and delivery type selected by you at the point of purchase.
We ship items from Monday to Friday inclusive on a working day service. Items are dispatched as detailed above.
Delivery locations and exceptions
All of mainland UK is available for next day delivery whilst all non-mainland address deliveries can be completed within 2-3 days.
Requirements to sign for delivery
All courier shipped items require you to sign for the goods on receipt while items shipped with Royal Mail do not necessarily require a signature for receipt. If this will be an issue please contact us at the soonest available opportunity after your order has been placed and we can do our best to accommodate your requirements.
Should the initial delivery attempt fail a calling card will be left by the courier to request you to contact them to arrange an alternative time or address. However you can also contact our customer services team who will also be able to assist with arranging an alternative delivery slot.
Changed your mind?
That’s no problem. All of our Tesco Partners offer the same Tesco direct policy as a minimum, the full details of which can be found on our Returns Policy page.
In relevance to the Tesco Guarantee there are a selection of our products that are not eligible for refunded return or exchange. These items are summarised in the table below. To return these items the packaging must be fully sealed and unused and goods returned within 28days from the day of delivery unless stated differently in the cancellation period below.
|Perishable items. Items that can't be returned due to health and hygiene reasons (e.g. earrings); and Data SIMs, CDs, DVDs, audio, video, and computer software* and games that have been unsealed/opened and all bedding items (including mattress toppers, protectors, sheets, duvets and duvet covers).||Cannot be returned unless faulty|
|Digital Audio Players, Digital Cameras, Photo Frames, Camcorders, Hard Drives, USB Devices, Laptops, Desktops, Netbooks, Tablets, Satellite Navigation Systems and Games Consoles.||14 days from delivery|
*Software packages must be returned unopened with the software seals intact and any product keys must be unregistered
Please let us have any original packaging, tabs, labels and accessories, and please package it all securely. If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to check it’s working, or used more than reasonably expected.
All returns must have a valid Return Merchandise Authorisation (RMA) number which can be obtained by contacting our Customer Service Team by phone, email or in writing to the details provided in the ‘Contact Us’ section below. All returns must be received within the relevant time scales as stated above.
You will be responsible for returning cancelled goods at your cost. Cancelled goods must be in their original packaging and in new condition, with all original packing materials and boxes plus all accessories and manuals. Returns will not be accepted where the retail packaging has been defaced so please ensure any labels are external to the retail packaging. You will be refunded, in full, including the original postage cost upon receipt of the goods but no longer than 14 days after we have received them. All goods are checked by our Returns Department before refunds can be issued. We strongly recommend that you fully insure and well package all returns. We suggest you use a courier service that can provide proof of delivery. Cleverboxes will not be liable for items lost or damaged in transit. In addition to this, Cleverboxes are permitted to reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected. This is discretionary and covers the reduction in value of an item now being classified as used and not eligible for re-sale.
Charges for returns
Unwanted items are returned at your own costs. Please see the table below tor the advised returned cost. Many items can be returned through the normal Royal Mail service or similar standard item courier under a tracked service for between £2 and £20 (please note this is dependent on parcel dimensions and value of the item shipped). Where you require us to collect the unwanted item there are two levels of service we offer, please see table below:
|Collection option||Return Cost|
|DPD Homecall Return – As part of the RMA process you can request a Homecall return label. This allows you to return the goods via your local My Hermes collection point (we can confirm your nearest My Hermes store at the point the RMA is raised)||£5.70 Deducted from your total refund once goods are returned.|
|DPD Collection – Collection on a weekday specified by you (in most instances we can offer a 1 hour window for the collection)||£18 Deducted from your total refund once the goods are returned.|
|Alternative Courier Collection – 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 and this should be carefully considered prior to purchase.||Guide - £35 - £75|
Is your purchase faulty or damaged?
We do our best to make sure everything works perfectly, but if it doesn’t, please contact us. Within the first 28 days we will issue a replacement item to you. Outside of the first 28 days we will be able to advise on the options to repair, replace or refund your item.
We can organise collections for defective, faulty and goods damaged in transit. It is your responsibility to make the goods available for collection. All returns must be packaged adequately in their original boxes and be returned with all accessories. Please report any damaged deliveries to our customer services department quoting your order ID within 48 hours. For faulty items at the point of receipt we offer an exchange or a full refund. For items that develop a fault after initial receipt we refer you to the terms outlined in the Tesco Direct Customer Guarantee. In the instance of faulty items we may request that you contact the manufacturer for diagnostic, fault reference and direct exchange process simply for efficiency and increased piece of mind, however if you do not wish to support this approach we will undertake this on your behalf but this may lengthen the process and time taken to resolve the given issue.
In the event of a refund, we trigger the process by requesting the Tesco payment team to refund an item but are not in direct control over this process and cannot directly refund a customer. For terms and conditions on the refund procedure please see the Payment of Refunds section of the Sellers and Tesco Terms and Conditions.
Talk to our Tesco Partner directly about their products or an order.
If you have any questions or need any assistance with your order, we will be delighted to hear from you. Please use any of the means below to get in touch with us.
Email address: firstname.lastname@example.org
We will acknowledge your email within 24 hours of receipt, excluding weekends and bank holidays
Our customer services are open from 9.00am - 5.30pm, Monday to Friday, excluding bank holidays
Company number: 04584786, VAT number: GB812581835
Talk to Tesco
If you prefer, you can also talk to Tesco about your order: