FAQ

You can browse here our frequently asked questions!

Delivery

You can view and track your order via Order Traking, even if you are not a registered user. Please enter the order number or the email address used when placing your order.

As soon as your order is dispatched from our Distribution Centre, you will be sent an email to confirm that it is on its way. This email confirmation will be sent to the email address provided when placing your order. Once the order is dispatched, the goods will be delivered to you within the timescales provided at the point of ordering. If your order is trackable you can check delivery progress by logging into your Account.

You can access all of your recent orders and delivery information within My Account . You can also track the status of your delivery, if tracking is available, and reorder previous orders. There is more information about our delivery services here.

Alternatively you can speak to a member of our Customer Care Team.

We are sorry to hear that your goods have developed a fault. As we are sure you will appreciate, this is most definitely not what we wish for our customers.

To enable us to resolve this for you as quickly as possible, please provide our Customer Care Team with the following information:

  • An image of the faulty goods for our investigations (if it is a visual fault)
  • Part Numbers (if applicable)
  • The online order number
  • A description of the fault
  • If you would prefer a replacement item (stock prevailing), or a refund
  • What available collection dates are suitable for you
  • Collection address

Please contact our Customer Care Team with this information. Our opening hours are 9am-5pm Monday to Sunday. Closed bank holidays.

We are sorry to hear that you have received an incorrect item within your order. As we are sure you will appreciate, this is most definitely not what we wish for our customers.

To resolve this for you as quickly as possible, please can you provide us with an image of the incorrect item for our investigations. Our Customer Care Team will be happy to help you with a resolution.

Please confirm with the Customer Care Team convenient dates for collection and the collection address. Our collection services run Monday to Friday 9AM-5PM; unfortunately we are unable to provide you with a time slot.

Please also confirm to the team whether you would like a refund or a replacement, stock prevailing. A replacement, if requested, will take 3-5 working days once the incorrect item has been collected and processed through our Distribution Centre. A refund, if requested, will be processed to the original payment method within 3-5 working days.

To ensure that you receive your items as soon as possible we will occasionally dispatch items separately. This will be marked clearly on your packaging note.

  • Have you ordered more than one item? If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so may arrive separately.
  • Have you checked the status of your delivery via My Account? All of the information regarding your order, including any split deliveries, is available via the My Account section of our website. Please check the delivery notes for each part of your order to make sure you are not missing anything.

If you discover something is missing please contact our Customer Care Team.

Standard deliveries are made in 2 to 4 days after the day you place your order(excluding Weekends and Bank Holidays).
The cost of our Standard Delivery is £5.99 and your order will be sent via one of our couriers depending on size and weight.
Your order can be delivered anytime between 8am and 7pm and for security purposes a signature will be required on receipt.

If you are not available to take delivery of your order, the carrier will leave a calling card to enable you to contact your local delivery depot and rearrange delivery.
Unfortunately we cannot deliver on Public/Bank Holidays or Sundays. Such deliveries will be made on the next working day.

For more information on deliveries click here

Unfortunately we are not able to deliver internationally. We hope to be able to do so in the future.

At CleanMag we know how important it is to receive your goods when you expect them, especially if you have ordered something for a specific occasion. We use two couriers to deliver goods: DPD and Yodel. In addition some of our products are delivered by third party suppliers. We allocate the courier we believe will deliver your order to you in the quickest time depending on the size and weight of your order.

Whilst we do all that we can to prevent this, from time to time, orders can experience slight delays in courier networks.

Sorry, but we currently do not offer a delivery service to B.F.P.O. addresses

Sorry, but for security reasons we currently do not offer a delivery service to P.O. Box addresses.

Returns

Click here to view our Returns Policy.

Click here to view our Returns Process.

Don’t worry if you can’t find your returns form, simply click here to access the relevant form and follow the instructions, not forgetting to make note of your order and RMA number as we need your details to process any return. Then pop the note in your parcel with your goods.

We will refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.

If you believe a mistake has been made on your refund, please contact our Customer Care Team who will aim to rectify the situation for you as soon as possible.

To contact our Customer Care team please click here

Please note the following may affect the amount you have been refunded:

  • The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.
  • Any discounts that were applied at the time of sale, which may not now be applicable now.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

We apologise if we have made a mistake when processing your request.

If you were expecting a replacement and received a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase an alternative product if required.

If you were expecting a refund and we sent you replacement goods, please contact our Customer Care Team.

Click here to view how to cancel your order inder the Consumer Contracts Regulations June 2014.

Online Shopping

There are a number of ways you can search for a product.

Simple browse through the categories at the top of the homepage and then refine what you are looking for by clicking on each section, spilt into either product types or branded types.

Alternatively, if you know exactly what you want, just type in the product code, product name or brand into our search facility (top right of the website) and we will find you everything related to your specific search.

Once you have found what you are looking for, click ‘add to shopping bag’, and when you’re done shopping, follow the on screen instructions to fill in your payment and delivery details.

As an online business we act fast to amend our prices in response to trends, stock availability and demand from customers. It’s our general view not to refund the difference.

No, but it will make it make shopping much easier with us in the future if you do.

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, wish list, regular newsletters, as well as exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever you prefer. Click here to sign up.

Just follow the easy steps on screen and remember to have your payment details and billing address of the credit card to hand.

Every product featured on our website has an overview section which will include the features, benefits and specifications to help you purchase with confidence.

If you’d like more information about a product, please check out the Customer Reviews tab located on the product page. They are a great way for you to find specific details about items in our catalogue.

If you are unable to find the information you are looking for on our website please contact our Customer Care Team, where we will be happy to help. Please be aware that if a product isn’t currently on our website it may be that we are out of stock or are reviewing new products.

We like to give you plenty of payment options, so you can use any of the cards listed below or bank transfer. We also take security very seriously indeed, so your details will be safe with us.

  • Visa
  • Mastercard
  • Maestro
  • Google Play
  • Apple Pay
  • Viva
  • Bank Transfer

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

Currently you can pay using British Pound Sterling £.

Once your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we would recommend you contact your bank or card issuer to understand why they were unable to authorise the payment.

Once you have signed up, you’ll be able to log into your account at any time. Once logged in you can change your password, email address, delivery info and card details. Click here to login.

If you haven’t visited us in a while, it’s worth checking your account to make sure all your details are up to date. Click here to login.

Unfortunately we are unable to amend an order once it has been submitted.

Please be aware that once your order has entered our dispatching process we will not be able to make any changes, including cancelling the order. However, you may still return your order using our returns process. Unwanted Returns & Cancellations.

If you wish to cancel your order please contact our Customer Care Team

Click here to view how to cancel your order under the Consumer Contracts Regulations June 2014

We want you to buy with confidence from us and to understand all your Consumer Rights. There is a telephone and online service offering information and advice on consumer issues which is funded by the Office of Fair Trading and delivered in partnership with Local Authority Trading Standards Services.

Click here for more information.

For any help and support please speak to our Customer Services team (Monday- Friday 09:00 – 17:00, Saturday & Sunday: Closed)

Some products are special purchases and only limited stocks are available, where this is the case try using our on line search facility in the top right hand side of our site to find something similar.

If there is anything else you would like to know regarding products, then please contact our Customer Care Team.

Please click here for our full terms & conditions.

You can access all of your previous orders via our My Account section.

  • This can be accessed by the the “Account” section just near “Search Icon”
  • Enter your email and password into the “Sign In To Your Account” pop-up box.
  • Within the “Account Dashboard” there is a section for previous orders.
  • Within here you can view or print PDF copies of your invoices.
  • A link to your invoice is also provided in the order confirmation email sent to you once your order was placed.

Having challenges logging in? Please contact our Customer Services Team.

Technical Queries

If you are having any problems, we recommend you make sure you have the latest updates and patches for your operating system. Windows users can find out more here.

If you are still having problems, please get in touch with our Customer Care Team, who will be able to place the order for you and investigate the problem. To help us solve the issue for you, please include as many of the following details as possible:

  • You’re Operating System (e.g. Windows Vista, Mac OS X).
  • Internet Browser (Internet Explorer 8, Firefox, Safari).
  • What URL you were trying to access.
  • What date and time the problem occurred.

Please copy the screen using the ‘PrtScn’ (Print Screen) button to copy and paste into the email or simply highlight and copy and paste any error message that appeared on the screen.

If items are disappearing from your shopping bag this is likely to be because our stock position has changed since you added the item to your basket. When this is the case a message will appear in the shopping basket to tell you. It could also be because you are using your internet browser’s ‘back’ button, rather than selecting the ‘Continue shopping’ links on the shopping basket page.

If you are still having problems, try deleting the cookies on your PC. Simply select ‘Tools’ tab on your internet browser, select ‘Internet Options’, then choose ‘Delete Cookies’ and select OK. You should then be able to start over again.

When shopping with us or accessing your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can’t remember your password, just type your email address in to the ‘Lost your Password‘ box on the sign-in page, and we’ll remind you what your password is.

You can change your password, main email address or any of your other details at any time just by signing in to your account.

If you are not receiving our emails or our regular newsletter, you could be missing out on latest offers, discounts and new product information.

One of the most common reasons for this that your email software is marking emails as junk mail sending them to your spam folder. To stop this from happening, please add our store to your email address book.

If you have checked this and are still not receiving the newsletter check your registered email address in ‘My Account‘.

If you need any further assistant please contact our Customer Care Team:

It’s safer than it ever has been. We use a very secure online ordering system, and are constantly researching and improving our software to make sure we offer the highest possible security at all times.

We use SSL certificates from GeoTrust® for ultimate online security and trust delivering both 256-bit encryption and the True Site™ trust mark providing third-party website identity validation.

The presence of SSL means you can rest assured that communications (e.g. credit card numbers, names and addresses) between your browser and this site’s web servers are private and secure when the SSL session is activated

We take your security and privacy very seriously and do not pass on your details to anyone else, save for those parties involved in processing your order. For more information about our policy please click here.

MasterCard SecureCode is a service that password-protects your MasterCard credit, debit or Maestro card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro card online.

To register for MasterCard SecureCode all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your Maestro card directly.

You’ll be asked to come up with a password (also known as a SecureCode) for your Maestro card. You only need to do this once then whenever you use the card online you will be asked to enter the password when you check out.

To find out more information about these services visit the MasterCard SecureCode website.

Payment can be declined for a number of reasons. Try checking the details in your account to ensure that the card details such as the start date, card type are correct and your billing address is the same registered to the card.

If the problem persists, try contacting your bank or card issuer.

If you are still experiencing problems please contact our Customer Care Team.

Some of our most popular products will sell out of stock very quickly. As we try to keep our products fresh we add new products regularly so you might just find something similar to the one you were looking for.

Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections.

Alternatively, you can type in the product or brand into our search facility (top right of the Website) and we will find you everything related to your specific search.

Our Commitment

At CleanMag we pride ourselves in offering you excellent service, so we want you to be 100% confident when purchasing from our online store.

We will use all reasonable means to deliver the items you have ordered in excellent condition within the time stated for the delivery service you have selected. Should any problems occur we will do our best to rectify the problem and find an outcome that is suitable for you.

If your order doesn’t arrive on time please contact our Customer Care Team and we will respond as soon as we can.
If your order was not what you were expecting please contact our Customer Care team and we will reply as soon as we can.

Free Shipping

Get free shipping on orders of £150 or more.

Customer Service

Our team works hard to help you at any time.

Secure payment

Your payment information is processed securely and encrypted.

Returns & Exchanges

We offer free returns and exchanges within 14 days of purchase.