QUESTION - My bank its showing two charges for my order
As with the majority of online retailers, once you have entered your payment details your bank will place an authorisation against that full order amount in your account. This will show as a pending amount on your statement but will not actually be taken by us.
We will only take money for the items that we send you and this is done when we have processed your order. Therefore, if we have had to cancel any items from your order, the money we take will be less than the amount which has been authorised by your bank and will be taken as a separate amount.
This is why in certain circumstances it appears that you have been charged twice for your order. As soon as payment was taken we would have automatically sent information to your bank to ask them to release any outstanding authorization. This process will take up to 5 days depending on your bank's procedures. For orders placed from overseas this may take longer. Please contact your bank for details.
QUESTION - Is there a limit to how many products I can buy?
If you are buying large quantities of one particular product or we are down to the last few units we will alert you on the basket page of the amount you are able to buy by displaying the message You have requested quantities for a product that exceeds our stock level. Please reduce the amount or remove the items and try again. If you see this message, please reduce the quantity to continue with your purchase.
We may introduce maximum levels on products which are on offer to enable more of our customers to benefit from the deals available. You will be prompted at the checkout to reduce the quantity to the amount specified.
QUESTION - Will I get confirmation of my order?
Once you have placed your order you will be presented with an order confirmation screen detailing what you have bought, how much it cost and delivery options. At this time you will also be sent a confirmation by email re-stating the details for your records. This email does not however indicate that your order has been or begun to be processed or a confirmation of contract of purchase.
Once we have processed your order you will receive a second email from us detailing what you have purchased and confirming that your order has been processed. For UK deliveries, we will also inform you of your tracking reference number. If you have contracted for overseas deliveries,a p c Delivery will confirm that they have collected your goods for delivery to you and inform you of your tracking number. By clicking on the tracking reference link you will be taken to the courier's website where you can see the progress of your delivery.
QUESTION - Can you deliver to my local store?
Yes we can! We have a Click & Collect service available, you can get your order delivered tour shop in crawley . Once your order has been delivered, you'll get an email confirming it's ready to be picked up, this email will also contain your unique delivery code which is required for collecting your parcelYour parcel can only be collected within your chosen stores opening hours. Please ensure you have your order number, unique delivery code (from your order collection email) and a form of ID, if you don't have all three, you will not be able to collect your order.
Acceptable forms of ID are:
• Cheque Guarantee / Credit / Debit Card
• Bank / Building Society Book
• Valid Passport
• Cheque Book
• Drivers Licence
• Utility Bill
For under 18s:
• National Insurance Card
• Medical Card
• Savings Book
Please note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.
You have up to 28 days to collect your parcel from store, you will be reminded three times within this period to pickup your parcel. If you fail to pickup your parcel within this period, it will be returned to the warehouse, you will then need to speak to Customer Services for a refund.
QUESTION - Are customs charges and import duties included?
If you order goods from our site for delivery outside the UK, they may be subject to import duties and taxes which will be levied when the order reaches the delivery address. You will be responsible for payment of any such import duties and taxes. Neither we nor your overseas delivery provider a p c , have control over these charges and cannot predict their amount. For further information please contact your local customs office before placing your order.
QUESTION - What happens if I pre-order an item?
If you have ordered pre-order items with a launch date, we will then reserve your total order until the launch date. The total order will be processed by us on or before the day of the launch.
Delivery of Personalized Pre-order Items
If you have ordered pre-order items with a launch date and requested for the item to be personalized, we will then reserve your total order until the launch date. Pre-Ordered Personalized Items are non-returnable (please note that this does not affect your statutory rights). We cannot guarantee 24 hour delivery times on Personalized items, we will endeavor to process your order ready for delivery to you by us (UK orders) or a p c (international orders) on time however due to the extended processing time this is not always possible. The total order will be processed once the goods have been personalized.
QUESTION - I think part of my order is missing. Is it on its way?
Sometimes your goods will be delivered on different dates, so first of all, check your emails from us (or if an overseas customer, a p c Delivery) to see if any of your items will be arriving separately. You will not be charged any additional postage costs.
If there is a 0 in the quantity column on your invoice this means that unfortunately we did not have the stock of the item to send to you.
If the delivery note says an item should be in your parcel but it isn't, please use our the contact form below to get in touch with us letting us know which item(s) you believe are missing.
QUESTION - Can I cancel my order?
In some circumstances we may be able to cancel your order, please email us using the ???????????????????????????????????????????? requesting that your order is cancelled. You will receive an email confirmation if we have been successful in cancelling your order, If not please follow our returns procedures for unwanted items.
QUESTION - I've not received my parcel yet the status is delivered?
If our courier (UK orders) or a p c courier (overseas orders) was unable to reach you when they tried to deliver your goods, they may have delivered the parcel to one of your neighbours. You should have received a card from the courier explaining this. If having tried your neighbours your parcel is still missing, please ?????????????????????????????????????????????????????????????????????????????and we will investigate further
QUESTION - Why has my order not been delivered and returned to you?
The most common reason for this is because the courier attempted delivery and was unable to obtain a signature for delivery. You can check the reason by following the tracking link that was e-mailed to you by us (UK orders) or a p c (international orders).
Orders returned back to us are automatically refunded unless they contain personalised items in which case we will resend them out to you.
QUESTION - How do I apply a discount code?
Please follow these simple steps to apply a discount/voucher code to your order.
1. Begin by adding your desired and/or required items for the discount to your bag.
2. Select "View your bag" to make sure you're happy with your items and then select "Secure checkout".
3. Continue through the checkout process until you reach the payment page.
4. At the very bottom of the payment options you will see an option "Use a discount code". Select this option and then input your code and select "Apply".
If successful, you will see a discount applied to your order on the right hand side in the "Order Summary".
QUESTION - What is payment authentication?
Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers. Verified by Visa (VbV) and MasterCard Secure Code (MSC) work in the same way. The authentication works by using passwords which are set up by you to protect you when you shop online.
How do I activate my card?
Many customers register their payment authentication with their card issuer. However, if you have not registered your card, you can register during the transaction. You should enter your card details and set a password in the secure window. Once you have registered your card, when you shop online in the future you will only have to enter your password.
Who do I contact for further information?
Customers should have received information about the payment authentication process from their card issuers. If you require more detailed information or encounter a problem with the authentication process, please contact your card issuer directly. Unfortunately we have no control over the payment authentication process so we will be unable to assist with any authentication enquirers.
Frequently Asked Questions
• How much does Click & Collect cost?
It's totally free! Simply select 'Click & Collect' from the delivery options at the basket
• What if my order is delayed?
We aim to deliver all Click & Collect orders within 1-3 working days. If your order is delayed you will receive an email advising you of the delay.
• How do I know when my parcel is ready to collect?
We'll send you a confirmation email as soon as your parcel is ready to collect. This contains instructions and your order number, which you will need to pick up your parcel.
• Can someone else collect the parcel on my behalf?
Yes, someone else can pick up your parcel as long as they have the order number that is sent to you.
• How long do I have to collect my parcel?
Your parcel will be held in store for 21 days. If you have not collected your parcel you will receive reminder emails after 7 and 14 days. If you have not collected your parcel after 18 days the manager of the store will call you to remind you to collect your parcel. After 21 days your parcel will be returned and you will be issued with a full refund automatically.
• Can I change the delivery method to Home Delivery after I've purchased something?
No, unfortunately no changes can be made to the delivery method once the order has been placed.
• What if an item is lost/damaged?
If any item is damaged or missing you can get a full refund immediately. If you would like a replacement the store staff will need to issue a web refund for that item and you can make another purchase either in store or online. Alternatively you can contact us and we will resolve the issue for you.