Online Ordering FAQ (Frequently Asked Questions)
1. What payments do you accept?
Answer: Payments can be made using credit/debit card, Pay pal, through a secure payment link, bank transfers are also accepted. If you would like to pay by bank transfer or through the secure payment link, please place the order online and select to pay over the phone for the payment option. You can then contact us for our bank details or to ask for the payment link to be emailed to you, you can do this by emailing email@example.com or telephone 0151 260 3469
2. I didn't get a confirmation email for my order. Did it go through okay?
Answer: An automated confirmation is sent on the successful completion of each order. Have you checked your junk mail or is your filter set on high?
3. I can't see my order on my account?
Answer: You may have placed your order as a guest. Please contact us to check and we can merge the order with your account.
4. Where is my order?
Answer: Please check our current time frames on the web site and the status of your order. If it shows as pending, your order is still in our system waiting to be completed. Should your order be marked as dispatched, check your email to see if you have been sent tracking information (this may go into your junk folder). For schools orders that have been dispatched to school, please check with the school office for your order.
If you still wish to receive an update please email us firstname.lastname@example.org with your order number or name.
5. How long to orders take to arrive once sent out?
Answer: Small orders are sent with Royal Mail and take 1-5 working days from dispatch. Large orders are sent with our courier APC on an overnight service.
School orders delivered to school can take up to one week to be delivered.
6. My order is past the deadline date but I can't find my dispatch confirmation?
Answer: An automated dispatch email is sent out once emails are sent out. This may go into your junk folder, please check this. If you don't have a dispatch email, please contact us with your order number for an update on your order.
7. Can you send my order to a different delivery address?
Answer: UK orders may be sent to a different delivery address. There is an option when ordering online to enter a different address to the billing address. You can also contact us by email email@example.com to change the address.
8. I received a dispatch email 1 week ago, it's still not here?
Answer: Have you tracked your order using the tracking information on your dispatch notification email? It may also be worthwhile checking with your local sorting office to see if it is being held there if no-one was home when delivery was attempted, on occasion Royal Mail don't always leave a calling card.
9. What information do you need to trace my order?
Answer: We need the first five digits from your order number or your full name
10. Can I return an item if it doesn't fit?
Answer: Please see our policy on returns and exchanges, which can be found here;
If you any questions not listed here, please email us firstname.lastname@example.org or call 0151 260 3469
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