FAQ - Frequently Asked Questions

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FAQ - Frequently Asked Questions

Ordering

How do I know if my order has been accepted?
After you have placed your order, you should receive an automated confirmation email. This email will provide you with all your order details that you should check to ensure they are correct. It will also provide you with an order number that you should keep for future reference.

I haven?t received any confirmation emails. What should I do?
This could be due to a typing fault when inputting your email address. If you have any doubts about whether your order has gone through, you can email us at customerservices@cybercheckout.com and someone will confirm it for you.

Can I add to an existing order?
You can add items to your order up until the point when you confirm payment. Once your order has been confirmed, items cannot be added. If you want to order an additional item after this order has been confirmed, you will need to place a new order.

I've placed my order but my shipping address is wrong. Can this be changed?
If, after you have placed your order, you realise that there is an error with your shipping details, you will need to inform us as soon as possible. You can email us at customerservices@cybercheckout.com.

Because of the level of service we offer, orders are dispatched from us within 24 working hours. If your order has already been sent, your details cannot be changed. If your item is still with us, your details can be changed and corrected before dispatch. We reserve the right to charge you for any resulting associated courier costs.

Can I collect my order myself?
Unfortunately we do not offer a customer collection service.

All of our goods are held in a third party warehouse, and customers cannot collect due to health and safety reasons. However, if delivery is going to be a problem for you, you can contact us and we may be able to offer a resolution.

I?ve just ordered my item in error. Can I cancel it?
Yes, you can. If you email us at customerservices@cybercheckout.com with your order details, then we will be able to cancel your order, and refund any money that you may have already paid.Please note this is only possible as long as the item has not been despatched. We reserve the right to charge for any resulting courier costs

I'm having problems placing my order. Can you help?
If you are experiencing difficulties whilst trying to place your order, you can email us at customerservices@cybercheckout.com and we can see how far along your order has come, and then contact you to complete it.

What are your Postage Costs?
Our postage costs to Mainland UK addresses is ?4.99 per order. This allows you to purchase as many items as you like under one order and still only pay a one-off cost of ?4.99. And any order that amounts to over ?100 will be shipped free of charge.

However, some areas may require an additional postage cost. These areas are:
? Scottish Highlands and Islands - PH19-44, PA20-88, IV, KA27 & 28, KW, HS and ZE (?9.99)
? Isle of Wight (?9.99)
? Scilly Isles (?9.99)
? Isle of Man (?9.99)
? Channel Islands (?9.99)
? Northern Ireland (?8.99)

When I go to checkout, it is asking for a higher postage cost than expected. Why is this?
We offer a shipping cost of ?4.99 for Mainland UK addresses. However, certain postcodes and areas such as the Scottish Highlands and Islands will be excluded from this offer and have a higher shipping cost. This may be the reason why our system is charging you a higher rate of shipping. The postcodes and areas that are exempt are:

? Scottish postcodes: PH19-44, PA20-88, IV, KA27 & 28, KW, HS and ZE.
? Isle of Wight
? Scilly Isles
? Isle of Man
? Channel Islands
? Northern Ireland
? Southern Ireland
? Europe

Do you ship overseas?
Yes, but we can only ship to European countries, and we cannot ship to European Islands. Here is a list of the countries we can ship to and their shipping costs:
? Germany: ?5.99
? Belgium: ?7.99
? Austria: ?7.99
? France: ?7.99
? Holland: ?7.99
? Luxemburg: ?7.99
? Eire + Channel Islands: ?10.99
? Sweden: ?13.99
? Denmark: ?13.99
? Spain: ?13.99
? Hungary: ?13.99
? Italy: ?13.99
? Poland: ?13.99
? Portugal: ?18.99
? Finland: ?20.99
? Switzerland: ?41.99
? Norway: ?41.99

Can you ship to BFPO addresses or PO Box addresses?
Unfortunately we cannot ship to any BFPO address or PO Box address. Any orders that come through with one of these addresses will be held and you will be contacted to supply us with an alternative address.

Payment

I'm having trouble paying for my order. Can you help?
Yes, we can. If you email us at customerservices@cybercheckout.com stating what problems you are having, then we can look into your order, resolve any problems and help you put your payment through.

What form of payment methods do you accept?
We accept:

? Paypal
? Google Checkout
? Credit/debit card
o Mastercard/Visa/Maestro/Delta/Visa Electron/Solo

Why don't you accept payment by Cheque?
We like to offer our customers a speedy, efficient service. Paying by cheque means that your order will have to be held until we know for sure that the payment has cleared which can take up to 10 working days. We prefer not to keep our customers waiting that long for their items.

Delivery

How do you ship your orders out?
At present we use the DHL or Royal Mail for suitable items .

When can I expect my order to be delivered?
We despatch all our UK Mainland orders with DHL on a Next Working Day Delivery Service except for areas excluded by DHL from Next Day Delivery (detailed in our Terms and Conditions). International orders require 2-6 days. Please note that delivery time is estimated and not guaranteed. Please read Terms and Conditions for full information.

Can I track my order online?
Yes, you can. Your dispatch confirmation email should provide you with your consignment number and details that you can use to track your item?s progress during transit.

However, if you have any problems regarding the tracking and delivery of your item, you can email us at customerservices@cybercheckout.com and we will contact the couriers and chase this for you.

I tracked my order online, but it says it has been signed for by somebody else. What should I do?
If you email us at customerservices@cybercheckout.com, providing your order number and explaining this, then we will contact the couriers for you to resolve this. It may be a case where the driver has delivered to a wrong address and they may be able to retrieve this, or you may prefer to retrieve it yourself.

However, if no one can locate who has signed for your item, then this is something that will be investigated, and can be handed over to the police. If this is the case, then a replacement item will be sent to you.

I have just received my order, but it is damaged. What should I do?
Unfortunately and on rare occasions this can happen and parcels can get damaged during transit, despite our best efforts to ensure that the item is well packaged. In cases like this we may ask if you can email photos to us to prove the extent of the damage and that we can use to process a claim with the couriers.

We may then ask and arrange a suitable day for the damaged item to be collected from you and for a replacement to be resent.

Do I have to sign for delivery?
Yes, you do. For us, this is proof of delivery and to ensure your item has been delivered to you fine. It is also used in the event that you don?t receive delivery but someone else has signed for it. You may know the person who has taken your item in.

I haven't received my order. What should I do?
If you email us at customerservices@cybercheckout.com and provide us with your order details, we will be able to track your item and find out where it is for you.

Sometimes a delivery attempt may have already happened, and the couriers at your local depot will then hold your item until further arrangements are made. If this is the case, we can easily arrange to have your item put back out for delivery on a day that you are available, or arrange a day for you to go and collect from them.

Courier depots will also hold items if there is a query regarding your address. They may request a contact number for you so they can amend it, and once this is done delivery can be made.

If you contact us, these issues can easily be resolved and any further delays can be prevented.

I have received my order but it is incorrect. What should I do?
Firstly, we apologise if this ever happens. All our items are picked in the warehouse by human beings, and sometimes errors can occur. It?s inevitable, and we do have procedures in place to prevent this from happening. However, nothing is foolproof.

If you do receive the wrong item, you can email us at customerservices@cybercheckout.com and we will arrange to have the item collected from you and your correct order dispatched as soon as possible.

I no longer want my item. How can I return it?
If you decide you no longer want your item, this is fine. We allow 30 days for you to decide. If you email us at customerservices@cybercheckout.com within 30 days of the date of receipt, then we will provide you with the address that the item can be retuned to.

All we ask is that any unwanted item still be in the original packaging and still be in a condition where it can be resold.

With horserugs, we understand that they will need to be tried on. However, when you do this, please ensure there is another rug underneath to prevent hair and dirt. All unwanted rugs must be returned in the condition they were sent in.

I have received my order but it is faulty. What should I do?
Occasionally we do have items that are faulty. When we buy in bulk from the manufacturers, it is inevitable. In cases like these, we will arrange to have the faulty item collected from you, often to be returned back to the manufacturer, and a replacement will dispatched to you as soon as possible.

My item has been returned. When can I expect a refund?
As soon as your item has been confirmed and checked back into our warehouse, your refund will be issued.

Your refund will be issued back to your original method of payment. With Paypal, your refund should appear almost straight away, but if the money is going back to a card, this can take a few days to appear. It is advised to double check statements, just to ensure there have been no problems with your refund.

I don't want a replacement item. Can I have a refund?
As long as you are still with in the 30 day period from the date of your receipt, then a refund can still be issued if you don?t want a replacement item.

Others

My item is missing parts. What should I do?
If your item is missing parts, you can email us at customerservices@cybercheckout.com and specify which part you are missing. We can then arrange for the required part to be sent out to you as soon as possible.
If your item comes with instructions then the missing part should have a part number or name. A brief description of the missing part and the number will be helpful. This way we can ensure that we locate the correct part for you.

We may also ask for a contact number if you haven?t already supplied one. This means that if our warehouse have any difficulties locating your part, then they can contact you direct for more information.

Are my details secure?
We aim to operate in accordance with the Data Protection Act 1998. Therefore we do not supply your details to any third party. We will only use your email address to contact you in relation to an enquiry you have made, in the event that a problem arises, for administrative purposes, or operational reasons relating to our service. We may occasionally email you with details of new services or offers.
You can check the information that we hold about you by emailing us. If you find any inaccuracies we will correct them promptly or delete you from our database. The personal information that we hold will be held securely in accordance with our security policy and the law.
Neither do we store, process or transmit any cardholder data on merchant premises. We rely entirely on third party service providers to handle all payment functions.
Can I get a VAT receipt with my order?
As soon as you place your order, an invoice is created. This will include all VAT details and should be emailed to you upon confirmation.

However, if you need another copy of this receipt or you failed to receive your original copy, simply email us to request one and we will email another to you as soon as possible.

How can I contact you?
You can contact us by email:

customerservices@cybercheckout.com

Our offices are open from 9am to 5pm, Monday to Friday, and we aim to reply to all emails within 4 hours.

When emailing, it will be helpful to supply an order number and your order details. This way we can locate your order on our system and be able to deal with your request more efficiently.

Why can I not find a telephone number for you?
One of our priorities at Cybercheckout is to offer you an outstanding service. This is why we are dedicating our time to making our website easy to use, and to try and prevent any problem before it occurs as opposed to answering phone calls. This will ensure that you have a hassle free shop.

By not having a phone service also means that money is saved, allowing us to continue trading despite the stresses on the current economy. We still endeavor to offer you outstanding customer services via email.

If you do have any queries or a problem, you can email us at:

customerservices@cybercheckout.com