|
 |
Frequently Asked Questions
View our faq's to find an answer to your enquiry. |
Welcome to our 'Frequently Asked Questions' page. Please find listed below a selection of the most frequently asked questions from our customers in regards to shopping on our website.
Do you have a question that is not listed here? If so then please contact us and we will be happy to answer any questions that you may have.
Q: I am a new customer and I'm not sure how to place an order? Can you help me?
A: We endeavour to try to make shopping with us online as easy and as pleasurable as possible. Customers are very important to us, so therefore making our website easy to use is paramount!
Here is a step-by-step guide to placing an order with us...
1. Browsing
On the home page, choose which brand you would like to browse through.
2. Finding out more about a product
Once you have found the item you would like to have a closer look at, click on the picture. This will bring up a larger picture and more details are listed about the item.
3. Your Basket
Once you are happy and would like to buy the item, you can 'add to basket'. From here you can change the quantity or even continue shopping for further gifts. You can proceed to checkout when you are ready to purchase the item in question.
4. The Checkout
At the checkout stage, we take your details from you so that we can process and despatch your order. We will require your name, contact details and your address for billing purposes. We can deliver your product to any UK address that you like, but the invoice will be sent to the card holder's address. Once you are happy with everything, you can 'proceed to payment'.
5. Submit your order
You are now ready to enter your payment details. Fill in the form on screen and once submitted sit back, and relax, your order will be processed and disptached to you as quickly as possible.
You should now be an expert in ordering from steerwell.co.uk and we look forward to seeing you again.
Q: Do you ship internationally?
A: Unfortunately we only ship items to customers within the UK and Northern Ireland.
Q: How do I pay for my purchases?
A: We accept all major UK Credit/Debit cards, with the exception of American Express when purchasing through the website directly. If your are not sure about your card or how to make a purchase, please contact us on 08000 141 994 and one of our dedicated team of advisors will be glad to assist you.
Q: How long will it take before I receive my parcel?
A: We aim to have your purchase delivered to you FREE OF CHARGE the very next day via Royal Mail Special Delivery, if you have order before 2pm Monday-Friday, or the following day if ordered after 2pm.
Q: Can I return a product, exchange a product or get a refund?
A: Items can be returned direct to steerwell.co.uk within 14 days, please call us on 08000 141 994.
When returning items to steerwell.co.uk, the item(s) must be in its original packaging, unused and accompanied by the whole despatch note. Please contact us first to arrange a return.
For further information, please visit our Returns Policy page.
steerwell.co.uk cannot accept returns of earrings if they have been worn. This is due to hygiene reasons and does not affect your statutory rights.
Q: Is your website secure?
A: This Site takes precautions to help maintain the privacy and security of your information. For example, you are required to enter a valid Email address and Password before any personal information can be displayed. This Site encrypts the information transmitted between our server and your browser. Also, if there is no activity on a page for an extended period of time, the Site automatically logs you off. When that happens, you need to log on again using your Email address and Password.
To help us provide the best possible service, we may collect and maintain certain information regarding, for example, the products you purchase and your billing and delivery information. We protect and enforce the confidentiality of this information very strictly, and under no circumstances will we sell or rent it to other businesses or third parties. We respect your privacy and do all we can to honour the trust you place in Steerwell.
For further information please visit our Security Policy page.
Q: Can I have my order sent to a different delivery address?
A: Items can be despatched to any location, providing it is within the UK and Northern Ireland and it does not have to be your home address either. This is a popular choice for ordering gifts that are meant to be a surprise for someone. However, to help prevent fraud, the invoice will be sent to the address of the card holder.
Q: Can I contact you?
A: Certainly. You can contact us by:
Telephone: 08000 141 994, Monday to Friday between 9am and 5pm, and one of our dedicated team of advisors will be happy to take your call and help you in any way that they can.
Via email at websales@steerwell.co.uk and we will respond to your message as soon as possible.
If you would like to contact us outside of office hours, then you are welcome to leave a message on our answering machine or send us an email.
For further information in regard to contacting us, please visit our Contact Us page.
Q: Are receipts sent with purchases?
A: With every product that is dispatched by steerwell.co.uk, a despatch note will be issued.
Q: What is PayPal?
A: The safer, easier way to pay. Use your debit or credit card without revealing your number. Speed through checkout, no need to enter your address details.
Q: What is Google Checkout?
A: Google Checkout is a faster, more secure way to buy from stores across the web using a single username and password. Use it once and stop creating new accounts every time you buy.
Q: My order was declined - what does this mean?
A: Error code CV2 - AVS - this is when the billing postcode entered into our system does not match your registered postcode to the credit/debit card being used. The billing postcode must match your card postcode in order to place an order. You will have the option to enter an alternative delivery address.
Error code - Declined - This message is generated by your bank. When this message is given we would recommend you contact your bank.
Error Code - Other - Several other codes can be created and sent by your bank when attempting to place an order. If you have an error message different to the codes above, please call us on 08000 141 994.
Q: Order checking at www.steerwell.co.uk
A: Online Fraud
To help fight online fraud www.steerwell.co.uk is pro-active in recognising fraudulent transactions, our checks are essential and completed for each and every transaction to protect the security of both our customers and our business.
Form time to time we may contact you by phone or e-mail to request additional proof of identity before we dispatch your order.
Stock Enquiry?
Only items in stock will be availible to purchase. If an item is out of stock the "add to basket" button will not show.
To confirm when an item will be available in stock, please call us on 08000 141 994.
|
