Shipping Policy
Shipping Policy
Everything you need to know about order processing, dispatch, delivery and shipment tracking at Clenova.
The delivery estimate shown during your order journey is indicative and may change depending on courier serviceability and operational factors.
1. Order Processing
Orders are processed after successful placement and, where applicable, payment confirmation. Processing time may vary during weekends, public holidays, promotional events, unusually high order volumes or other operational circumstances.
2. Dispatch & Delivery
Once processed, your order is handed over to an available courier partner. Delivery time depends on the destination, courier network, serviceability and other logistical conditions.
3. Shipping Charges
Applicable shipping charges, if any, are displayed on the website or at checkout before the order is completed. Shipping offers and thresholds may change during promotional periods.
4. Order Tracking
Once your order has been dispatched, tracking information may be provided through SMS, email, WhatsApp or another available communication method. Courier tracking updates can occasionally take time to refresh.
5. Incorrect or Incomplete Address
Customers are responsible for entering a complete and accurate shipping address and contact number. Delays or failed deliveries caused by incomplete, incorrect or unreachable details may not be under Clenova's control.
6. Delivery Attempts
Courier partners may attempt delivery according to their operating procedures. Please keep your registered phone number reachable when your shipment is out for delivery.
7. Delivery Delays
Delays may occasionally occur due to weather, local restrictions, courier disruptions, festivals, strikes, natural events, incorrect addresses, remote locations or other circumstances beyond reasonable control.
8. Damaged Shipment
If your order is delivered damaged, incomplete or with an incorrect product, please retain the product, outer packaging and shipping label and contact customer support with clear photographs or video for review.
9. Undelivered / Returned Shipments
A shipment may be returned to us when delivery cannot be completed due to repeated unsuccessful attempts, customer unavailability, an incorrect address, refusal of delivery or courier serviceability issues. Re-dispatch, where available, may be subject to additional verification or shipping charges.
10. Need Assistance?
If you believe your shipment is unusually delayed, please contact our customer support team with your order number so that the shipment can be reviewed.