FAQ overview
Questions
- General
- Orders
- Deliveries
- Returns
- Payments
Answers
- Can I order an out of stock item?
-
Yes, you can place an order for any item we have that is showing out of stock. Your order will be placed onto back order, and we will email you to confirm when it returns to stock, and then book your delivery in with you from there. Pre-ordering a popular item that may be out of stock will guarantee you get the product at the price you see at that point.
- Do I have to order online?
-
Yes, we don't operate a sales hotline or offer the facility to order with us over the phone. The quickest and most secure way is to order your product online. We accept every major credit and debit card, as well as Paypal and Google Checkout.
- Do you have a catalogue?
-
No, we do not print a catalogue. Our prices constantly change on a daily basis to keep them as competitive as possible. So if a catalogue was printed it would constantly be out of date for thousands of products. All of our products can be found online in this website.
- Do you have a shop?
-
At present we don't currently have a shop that you can find our products in. All of the products that we sell currently are listing online on this website. We can offer high resolution images or videos of certain products to help give you a better visualisation of them before purchasing. We do off a no quibble 7 day returns policy too for your absolute piece of mind there before buying from us.
- Has my order been successful?
-
After you hit the Confirm Order button you will receive a message on the next screen confirming your order number and that the order has been successful. You will also receive an email as confirmation that the order has been placed. This email is your receipt from us too. You will then receive further communication from us regarding the dispatch of your order. We will generally email to confirm dispatch, then either text or call to confirm your delivery date, and often issue a time slot for your delivery too.
- How can I contact you?
-
Please visit our Contact Us page for details of how to get in touch. The best way to get in touch with us is by email. We aim to respond to queries within a maximum of 24 hours (Monday-Friday). Generally we will respond within a matter of hours during a working day though, during working hours.
- How can I pay for my order?
-
We accept the following payment cards: Visa, Visa Debit, Visa Electron, Mastercard, Solo and Maestro. We also accept PayPal and Google Checkout as payments.
- How do I use a promotional code?
-
At the shopping basket stage, enter your promotional code into the discount code box and click 'Apply Coupon'. If the code is valid your discount will be applied at this point and display the new total, as well as showing the discounted amount too. Only 1 discount code may be used at a time, and certain discount codes won't work with other offers already on a product.
- How long do I have to return an item?
-
You are able to return unsuitable items within 7 days of the date shown on the dispatch note. Please return this in the original packaging and be unused.
- How long does delivery take?
-
Each of our products lists the delivery lead time of an item, so you know in advance roughly how long delivery is going to take. The lead times are listed in working days (Monday - Friday). We will though with every delivery let you know in advance which day your item(s) will arrive via email or over the phone. Often, the delivery company will contact you directly as well to confirm your delivery day/time.
- How much is delivery?
- You'll be happy to hear that delivery to mainland UK is free for any order you place on our website. Some addresses off of the mainland of the UK, and some remote lying mainland UK addresses may incur an additional charge.
- Is your website safe?
-
Yes. We are a member of "Verified by Visa" and "Secure by Mastercard", providing additional security when using your payment cards online.
We use industry-standard encryption systems for potentially sensitive information such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.
- What happens if I am not home when the delivery is attempted?
-
If you are not home at the time of delivery, most carrier will leave a card to advise you that they have attempted to deliver that day. Most carriers will reattemp delivery up to 3 times free of charge but this can vary depending on the courier.
If you know you will be out for a period of time when the delivery is being made you can leave a note on the door for them to leave your package in a safe place, as long as a signature is not required.
- When will I be charged?
-
When you reach the final billing page and submit your order we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment either your card issuer or a member of our customer support team will contact you.
- Where do you deliver to?
-
We deliver every item we sell to any mainland UK address (unless the product description states otherwise). We can also deliver a variety of products off of the mainland UK. Please contact us in advance before ordering though to gain a delivery quote off of the mainland, and ensure we can deliver that item to you before you order.
- Why am I being asked for another password after entering my card details?
-
This is the 3D Secure Payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.
- Why is there no contact telephone number?
-
Email is the most efficient way to contact us with any product or order queries. We do not have a telephone number primarily because it is more cost-efficient for us to use email only. It also means you don't have to sit on hold for ages or get bounced through call centres at your own expense. The more cost savings we create, the more money we can pass on to our customers in the form of discounts and offers when you are shopping with us.
Email is also the fastest and most efficient way to answer the majority of queries. There is always someone available during regular working hours Monday to Friday, 8am - 6pm. We will endeavour to get back to you as soon as possible to answer any queries you have on the email. If you have any concerns you can contact us on customersupport@galaxystores.co.uk.
