Online Ordering FAQ (Frequently Asked Questions)
1. Do you accept bank transfers/pay pal?
Answer: We accept all major credit cards, Pay pal and bank transfers are accepted. If you would like to pay by bank transfer please place the order online and select pay over the phone for the payment option. You can then contact us for our bank details.
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. 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.
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 mail, 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. I placed an order last night and the money hasn't come off my card or has been released back into my account, is everything okay?
Answer: Our default payment gateway for card purchases is Klarna, who operate a buy now pay later system. An initial pending payment is taken from your account to ensure that the account is legitimate and the funds are available. Once approved by your bank the funds are released back into your bank account. The final payment is not taken until we mark the order as confirmed in the Klarna system. This is usually when the order has been sent out or before the two week deadline given to us by Klarna. If you wish for the funds to be fully taken before this process, please contact us to advise that this is what you would like us to do.
8. 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.
9. 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.
10. What information do you need to trace my order?
Answer: We need the first five digits from your order number or your full name
11. Can I return an item if it doesn't fit?
Answer: Please see our policy on returns and exchanges, which can be found here;
12. How do I use my loyalty points?
Answer: You will need to create an account when placing your order, so that the loyalty points can be allocated to your account which you can then use against future orders. To use your points you will need to log into your account and then apply at the checkout.
If you any questions not listed here, please email us firstname.lastname@example.org or call 0151 260 3469