Policies, Forms + Lists

• Clove is unable to cancel orders that have entered the process of fulfillment, or if they have shipped

  • • This includes drop-shipping orders -- please check with Clove to see if a drop-ship order has shipped prior to refunding your customer, as Clove may not be able to intercept the drop-shipment

• If an order is on pre-order, or if it is a provisional order, please email retailsupport@goclove.com to cancel your order

About

• Clove accommodates drop shipping

• All drop-ship orders (POs that are addressed/ shipped directly to the consumer)  will incur an extra $5 drop-shipping fee, not including standard shipping costs. 

  • • Reference standard shipping costs here

• Clove services drop shipping orders through a separate B2B website login from your main retailer account. If you would like to set up drop shipping, please contact support@goclove.com so that we can create a separate login for you

  • • Note: You will need to provide an email address to use for login that is separate from any emails used to log in to your main retailer B2B portal

About

We are happy to offer a retailer account rebate credit towards a future purchase (based on a percentage of the sale price during a promotional event) if a retail partner chooses to price match a Clove promotion or participate in an equivalent sale during a Clove promotion. Read more about program details in section E of Clove's MAP policy. Clove will disclose the credit percentage as requested by the Retailer.

Applicable and upcoming promotional events are disclosed by Clove in the Promotional Calendar, and via email, sent from MAP@goclove.com. 

Items that are marked "OFF MAP" and/or listed for closeout are not eligible for rebate credits.

Process

To claim a rebate / credit on a qualifying sale, email retailsupport@goclove.com with sell through documentation within seven business days following the promotional period. 

Clove Guarantee

This policy applies when customers return items to a retailer for fit, comfort, or quality issues. 

• If customers express quality issues with the shoes like damages, defects, or physical pain, Clove will replace the item with the retailer within 30 days of customer purchase if the retailer honors a return for the customer. 

  • To file a replacement claim, fill out the Clove Guarantee Retailer Claim Form below. Our team will be in touch!

• For returns related to any other issue, Clove will evaluate on a case-by case basis. Contact retailsupport@goclove.com with the item details, complaint, customer date of purchase, and the PO number that the items was ordered in.