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Shipping FAQs1: How will I know my goods have been despatched?
As soon as we've despatched your order, you'll receive an email from us confirming the details of your purchase and the shipping method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.***Back to top***2: How can I track my order?
We'll email tracking details of your order to you along with your despatch confirmation. If you're a registered customer you can also find these details by logging into your account and viewing your order history.***Back to top***3: What if I no longer require the order?
Have a look at our online returns procedure to find out more.***Back to top***4: What happens if my order arrives damaged?
No need to worry - if part or all of your order is damaged in transit, give our Customer Helpline team a call on toll free 1-866-933-2344, who are by the phones 9am-5pm (EST) Monday to Friday, or email firstname.lastname@example.org and we will replace it in a jiffy.***Back to top***
In most cases we'll have to collect the damaged goods at an address that's suitable for you. This is for quality control purposes.5: What happens if my goods arrive late?
If your order doesn't arrive by the intended date because of a despatch glitch or with the courier, please give our Customer Helpline team a call on on toll free 1-866-933-2344 who are by the phones 9am-5pm (EST) Monday to Friday or email email@example.com. Our team will be more than happy to partially/fully credit your shipping costs as long as the fault is a service failure on our part. We're not liable to credit shipping costs in circumstances out of our control (even we can't predict the weather!)***Back to top***
If the courier has tried to deliver your parcel but for whatever reason, no one is at home to sign for it, we won't see this as a late delivery and goodwill credit will be given.6: Can I upgrade my shipping service once the order has been despatched?
Sorry, once an order has been despatched you can't change the shipping service that you originally chose.***Back to top***7: Click & Collect: How long will my order take to reach the store?
The delivery time for Click & Collect orders can vary between 1-8 days. You will be notified by email when the order has been dispatched, and again once it has reached our store and is ready for collection.***Back to top***8: Click & Collect: When will I know my order is ready for collection from the store?
You will receive an email confirming that the goods are ready for collection as soon as your order has arrived at your selected store.***Back to top***9: Click & Collect: Do I need to bring anything with me in order to collect my goods?
You will need to bring the following when collecting your order:
10: Click & Collect: How long will my order be held at store?
- Proof of purchase - email
- Your payment card or photo ID
- If someone else is collecting your order for you, they must bring your proof of purchase, as well as their own photo ID.
Orders will be held at your selected store for a period of 7 calendar days from the date you receive notifications that they are ready for collection.***Back to top***11: Click & Collect: What happens if I do not/ am unable collect?
If you are unable to collect your order for any reason within the 7 day period that it will be held for, we will automatically arrange a full refund to be made to the payment method used at purchase. Please note refunds can take 5-7 workings days to show on your account.***Back to top***12: Click & Collect: What if I no longer require the order?
Please refer to our Returns Policy or contact our Customer Service Team via email at firstname.lastname@example.org or by phone (Toll-free) at 1-866-933-2344*. Our lines are open 9am-5pm (EST) Monday to Friday.
*This number is free of charge from USA landlines only.***Back to top***