|FAQs - Frequently Asked Questions|
Why can’t I change the delivery address on my first order?
For security reasons, your first order can only be shipped to the registered cardholder´s billing address. To avoid delays, please ensure that for your first order your billing and delivery address match the address on your card statement, and the cardholder´s name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so we can contact you if we need to.
I’ve paid for express delivery why has my order not arrived?
Express delivery is from point of dispatch not from point of order. When selecting express delivery if one or more of your items were not in stock, a message would have appeared in blue on the basket page highlighting the items not in stock and the delay in your order.
I am an EU (Non UK) VAT registered customer, but I was charged VAT?
Unfortunately it’s not possible to process an EU order without VAT on the website, as the VAT is automatically added. If you call our Customer Services team on +44 (0)1978 663001 or email email@example.com with your registered VAT number then, subject to approval, we can arrange the relevant refund for you.
How can I place an order without paying VAT?
If you are having goods delivered outside of the EU then our website is set up to automatically not charge VAT on these orders. If you have any other reason not to pay VAT on your order (subject to qualification) then our experienced export team would be pleased to assist you on +44 (0)1978 660003 or email firstname.lastname@example.org.
I haven’t received an email order confirmation?
Unfortunately due to stricter rules by email providers, our emails can occasionally end up in Spam/junk folders (particularly in Hotmail and MSN emails) which is why we prompt our customers to add the email@example.com email address to their email safe senders list, to ensure safe receipt.
Why can’t I purchase liquids & pressurised goods?
Liquids and pressurised goods cannot be shipped outside of the UK (unfortunately this includes ROI, Channel Islands and Northern Ireland on an Express service). Liquids and pressurised goods are considered "hazardous" when being transported via Air Freight as they can be prone to leak or explode. Please see below:
Why do I need a Returns Authorisation Number and form to return my goods?
To ensure we deal with your return as quickly and efficiently as possible, we ask you contact our dedicated Customer Service Team with all the details of your return. You can contact them on +44 (0)1978 663001 or firstname.lastname@example.org .
Why have I been charged, when my order has not been dispatched?
Full payment is taken at point of order not at point of dispatch. This information is highlighted in blue when you are confirming your payment method.
My tracking number does not work, why?
The tracking number supplied should be used as a 9 digit code, please disregard the "PB" at the front and the "001" on the end, your tracking number should appear as "RV*******".
Will I have to pay customs charges in my country?
If your delivery address is outside of the UK or EEC, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note customs policies vary widely from country to country. We recommend you contact your local customs office for further information. International shipments may be subject to cross-border inspections by customs authorities.
How do I cancel / amend an order?
If you have placed an order but then wish to change or cancel it, please contact our Customer Service department as soon as you can as orders move rapidly through to our warehouse. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the procedures for returns. Unfortunately goods that have been dispatched cannot be changed or redirected to an alternative address.
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