Frequently Asked Questions
Most frequent questions and answers
Browse through our products by clicking on each image. When you see an item you are interested in purchasing, simply click on the “Add to cart” button to add this item to your shopping cart. You may view your cart at any time on the right hand side of your screen to review your entire order. Proceed through check-out as directed.
If you experience any difficulties, please send any inquiries to email@example.com.
Your order will be fulfilled as promptly as possible (please allow between 3-5 business day for most orders). We will notify you of any delay as soon as possible.
All Company name orders are shipped using DHL and UPS and can take 5 -10 business days.
All shipping within the United Kingdom are free of Charge. All other world wide shipping are calculated in the shopping cart according to weight of the product.
Once the order has been placed, we will send you a confirmation email. If you wish to check on the status of your order, you can call us at (0208) 703 9556 from 9 a.m. – 5 p.m. GMT, or email us at firstname.lastname@example.org. We will respond within 24 hours.
All Company Name merchandise purchased online must be returned directly to Website and not to any retail stores. We are unable to accept any returns for items bought in a retail store or on another website.
We are happy to honor any exchanges/returns as long as:
The item being exchanged/returned is in new condition and accompanied by the original invoice.
The new item you wish to exchange for is of equal or greater value than the item being returned.
Your exchange/return request must be made within 7 days of receipt.
Company Name wants you to be completely satisfied with your online purchases. If for any reason you are not, please email our customer service department at email@example.com or call (0208) 703 9556 to obtain a Return Authorization Number.
In order to issue your Return Authorization Number, we will need the following information:
1. Your email, contact information and/or fax.
2. The item number & description of the merchandise being returned/exchanged.
3. The original invoice number (found at the top of your receipt).
Your Return Authorization Number and the address of where to return the item(s) will be issued via email. (Or by phone if necessary)
Please write this number on your invoice and the outside of the box.All items must be unused and returned in the same condition as sent. Once we have approved and received your return, we will process your exchange/refund within 7 business days.
We accept all major debit and credit cards including, Visa, MasterCard, and American Express
If you live in, or ship your order within the UK or the USA, we are required to charge you local tax on your purchase at the current rate of 20%. You will be advise at the check out if you require to pay any VAT.
You may ship your return as soon as you have received your Return Authorization Number (see above). For your protection, please send all returns via a traceable carrier and in a well-padded box or envelope. We cannot be responsible for returns that are lost or damaged during return shipping. All costs related to return shipping are paid by the customer.
What if the merchandise I ordered arrived damaged during shipping?
In cases where merchandise arrives damaged or defective, we will gladly replace the item and take care of all additional shipping charges related to the return. Please contact us within 7 days of receiving the damaged package. Make sure to obtain your Return Authorization Number by emailing our customer service department at firstname.lastname@example.org, or calling (0208) 703 9556. We will not be able to process any returns/replacements without this number.
To place an order off-line, please make note of the item number and description of each item you wish to purchase. Then, call (0208) 703 9556) to speak to one of our customer service representatives.
Once the order has been processed, a confirmation email will be sent to you.
In cases where merchandise arrives damaged or defective, we will gladly replace the item and take care of all additional shipping charges related to the return. Please contact us within 7 days of receiving the damaged package. Make sure to obtain your Return Authorization Number by emailing our customer service department at email@example.com, or calling (0208) 703 9556. We will not be able to process any returns/replacements without this number.
Once you receive your return authorization number and exchange credit amount, please return the item along with a note detailing the exchange. Your replacement item(s) will be processed upon receipt.
After we receive your exchange, an email will be sent out to confirm your order and the new balance or credit due. This will include any price difference between the exchanged items, possible taxes and shipping costs. The balance or credit will be issued in the same form it was received.
Your exchange will not be shipped until we have received full payment for this balance.