We
do not process credit or debit cards until we are ready to dispatch
your item. If for any reason we are unable to fulfill an order we
will not charge your card at all.
My
order says Awaiting Stock
You
have ordered an item that is temporarily out of stock or awaiting
release. If this is the case then you may either wait for stock
to arrive, at which point your order will be dispatched as a priority,
or cancel the order.
I
have not received my order
We
normally process and dispatch orders within 24 hours. This means
that most products are usually delivered in 3-5 working days. Occasionally
due to postal delays, particularly at times of the year when the
postal service is very busy, they can take longer. We have to allow
up to 15 days before we are able to start tracing lost parcels,
unfortunately we cannot do anything for you until this time has
expired. Please contact us if you do not receive your item(s) within
this period so we can help to retrieve your goods. We apologise
for any delay.
I
have received some but not all of my order
We
send every item that you order individually. This ensures that you
receive each item as quickly as we can dispatch it without being
delayed by other items that are taking longer to dispatch. In most
cases all your items will actually be dispatched the same day but
may become seperated during normal postal delivery. If you are unsure,
look at the delivery status of your items in Outstanding Orders
to check whether we have been able to dispatch all of your items.
I
have ordered the wrong title
If
the cancel option is no longer on your account the title will be
processed and posted within the next 24 hours. Please return the
goods unopened via recorded delivery to the address below. Once
we receive the item we will be able to refund your card.
I
have received duplicates in my order
Please
return the duplicated item unopened to the address below via recorded
delivery. As soon as we receive the item we will refund your card.
We apologise for the inconvenience, if you have any problems please
do not hesitate to contact us.
My
goods are faulty or have been damaged in transit!
Please
return the item to the address below via recorded delivery including
the invoice and a small note explaining the reason of return. FAULTY
GOODS HAVE TO BE RETURNED WITHIN 28 DAYS. As soon as we receive
the item and it has been tested we will either refund your card
or send a replacement disc. We apologise for the inconvenience,
if you have any problems please do not hesitate to contact us.
My
account has been declined
This
can happen only to new customers and to customers who have recently
changed their billing or address information. BEFORE contacting
us can you please check the following:
Cardholder address - This should be the address where
your Credit Card Bills or Bank Statements are sent to.
That your house number (or name) and
postcode are exactly the same as they appear
on your Credit Card Bills or Bank Statement.
If
you do find a discrepancy then please update your details online
so that your order can continue to be processed. If, however, you
do not find any discrepancies, contact your credit / debit card
issuer to confirm the address they have on file for you.
My
card has been declined
Credit
and Debit cards may be declined for a variety of reasons:
Your
card may have expired
Update your details and your order will automatically be resubmitted.
New
Customer or Changed Card Details
Please check all your card details as sometimes it is just a wrong
number, expiry date or an issue number missing. Correct your details,
by clicking 'Change Details' on the Account Details page, and your
order will automatically be resubmitted.
You
may have inadequate funds in your account
Please check with your bank, then go to the Declined Orders page
and click on the Resubmit my orders button.
The
bank may have carried out a random security test
If you can see no reason for your card to have been declined it
is likely that you will simply need to speak to your bank in order
to clear the security test status that has been applied to your
card. You will then be able to continue using it to purchase online
and via mail order. As your card is unlikely to work for such transactions
until it has been cleared we strongly advise you to speak to your
bank at your earliest opportunity. When you have done this go to
the Declined Orders page and click on the Resubmit my orders button.
My
order was shown as Posted but has now changed back to Order Taken
/ Processing / Packing - Why?
Very
occasionally an error or an incident occurs at the point of dispatch
which means the original dispatch is unlikely to reach you. If this
is the case, rather than waiting the normal 14 day period for us
to be sure that you will not receive the item we prefer to rollback
your dispatch and process it again. In these rare instances it is
possible you may receive a duplicate copy of your item, although
you should not be charged a second time. If you do receive a duplicate
in this instance please follow the instructions shown above in 'I
have received duplicates in my order'.
None
of the above resolves my query. What do I do now?
Email customer
support click here
Call customer support on 0845-800-1020. Opening Times:
9am-8pm Monday - Friday
9am-5pm Saturday and Sunday.
