Contact Details
E: customerservice@accessoriesdirect.com
T: Orders 01509 632 641 . General Enquiries 0207 268 9881
A: Head Office - Accessories Direct Ltd,
320 Regent Street,
Morley House,
London
W1B 3BG.
United Kingdom.
Shopping on accessoriesdirect.com
| Q | How can I contact the Accessories Direct Customer Care Team if I have a query? |
| A | The Accessories Direct Customer Service opening hours are Monday to Friday, 9am - 5pm. You can either call on 01509 632 641 or email on customerservice@accessoriesdirect.com |
| Q | How do I shop online? |
| A | Shopping at accessoriesdirect.com is easy. Browse by category or simply enter the product code (if you have it) or name into the quick search function at the top of each page. Choose your preferred colour, size and the quantity you want and then add to your shopping bag. To view the contents of your bag while shopping, simply click on 'shopping bag' at any time. If you decide not to buy a particular item, simply click on 'remove' to remove that item from your bag. Once you have all your chosen items in the shopping bag, click on 'checkout' to go to the secure payment area. |
| Q | I've seen an item on accessoriesdirect.com but it is not available / in stock. How can I find it? |
| A | Try using our quick search function at the top of each page to locate your product. If the product is no longer available on accessoriesdirect.com it may be that product is no longer in stock. Contact our customer service team on 01509 632 641 or email on customerservice@accessoriesdirect.com for any further query. |
| Q | Where do I find something I've seen in an Accessories Direct advert ? |
| A | If you cannot find a product on our website which you have seen in a magazine, newspaper or online advert, please contact our customer service team on 01509 632 641 or email customerservice@accessoriesdirect.com |
| Q | How do I use a promotional code? |
| A | Add products to your basket in the usual manner then go to Checkout. On the Shopping Bag page, simply enter your Promotional Code in the box provided. The relevant amount will now be deducted from your total. Discount codes or promotional codes can only be used once per order and cannot be used in conjunction with any other offer, unless stated. |
| Q | What do I do if I'm having problems using a promotional code or gift certificate? |
| A | First, check to see if the expiry date has passed. If the code is still valid please contact our customer services team on 01509 632 641 or email on customerservice@accessoriesdirect.com |
| Q | Can I recommend or tell a friend about a product that I like? |
| A | Yes you can. On all of the product pages there is a 'bookmark and share' tab so that you can easily tell your friends through various means provided with a link to the products you like. You can share something by adding it to your favourite social bookmarking website such as Facebook or MySpace by using the share link. |
| Q | Do you have a catalogue? |
| A | No, we do not have a catalogue. However, we have an online Look Book featuring seasonal ad campaign pictures. |
Your Order
| Q | Can I order over the phone? |
| A | Yes you can. Call our Customer Service Team on 01509 632 641 |
| Q | How do I know if you have received my order? |
| A | You will receive a confirmation email acknowledging your order placed with us. You will receive another email to confirm once your order has been processed and a further email to notify you the despatch of your order. |
| Q | Can I cancel or make changes to my order once it has been placed? |
| A | In order to change details of your order, you must notify the Customer Service Team within 10 minutes of placing an order. Please have your order number ready. After this time we are unable to amend your order as we endeavour to process orders immediately therefore we would request that you return the goods once they have been delivered. If you are placing an order outside of our opening times you can email us on customerservice@accessoriesdirect.com to cancel or amend your order. |
| Q | I have completed the ordering process and notice that my personal details are incorrect. What do I do? |
| A | Please contact our Customer Service Team on telephone number 01509 632 641 quoting your order number. |
| Q | What happens if an item(s) has been found to be out of stock once an order has been placed? |
| A | If an item you have ordered is unavailable when we come to pick it you will be informed by email and you will not be charged for that item. If a payment has been made for that item then you will be refunded with the same means a payment was made. We will ship any remaining items that you have ordered. |
| Q | I've received a wrong item in my order. What should I do? |
| A | In the unlikely event of this happening, simply return the item free of charge. |
Secure shopping and payments
| Q | Is shopping online at accessoriesdirect.com safe? |
| A | At accessoriesdirect.com, we take your security very seriously and ensure that your personal information is secure. Our site uses software to provide high level SSL encryption technology. At the payment page, the 'https' will replace 'http' in your browser address window or a padlock symbol shows at the bottom of the browser. This method is the recognised standard for secure transactions and is used by all leading online retailers. |
| Q | Will you pass my information on to other companies? |
| A | Your privacy is of utmost importance to us and we will treat all your Personal Information as confidential (although we reserve the right to disclose this information in the circumstances set out in our Privacy Policy Statement). We will keep it on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.. The details you provide us will under no circumstances be forwarded to a third party. All data is subject to rigid data protection regulations. Read our Privacy Policy for further details. |
| Q | How can I pay for my order? |
| A | The following payment methods are accepted – Mastercard Credit, Mastercard Debit, Visa Credit, Visa Debit, Visa Electron, Maestro, Solo which are powered by WorldPay All prices on accessoriesdirect.com are in £s sterling and include VAT. |
| Q | Am I charged for items as soon as I order them? |
| A | Yes, you will be charged once the order has been placed. If you place your order via the website you will be charged once you enter your card details. If you place your order via Mail Order you will be charged at the point of order. You will receive a delivery note and invoice with your order. If an item is out of stock, we will refund you the amount for which it was charged. |
| Q | What is a credit card security number? |
| A | The security number is the last 3 digits on the signature strip on the back of your card. |
| Q | How do I redeem a gift certificate? |
| A | Simply place the desired products in the Shopping Bag. Enter the code in the gift certificate box. When you proceed to check out, the online gift certificate amount will automatically be deducted from the sum total. If the sum total of your purchase is lower than the amount on the online gift certificate, you will automatically receive a new online gift certificate with the remaining amount. If an order exceeds the amount of the gift certificate, the remaining balance must be paid by credit card. |
Delivery
| Q | Where do you deliver to? |
| A | At present we only deliver within the UK Mainland and Channel Islands |
| Q | Do you deliver to BFPOs |
| A | We do deliver to BFPOs |
| Q | What delivery options do you offer? |
| A | At present we offer the choice of 3 delivery options via the DHL courier service and Royal Mail Special Delivery. Standard Delivery within the UK Mainland - Free Delivery. The parcel will normally be delivered within 3 working days. However allow up to 5 working days. Next Day Delivery within UK Mainland - £6.95 for orders placed before 12noon Monday-Thursday. Orders placed on a Friday will be delivered on Tuesday. Standard Delivery to the Channel Islands - £8.95 normally delivered within 3 working days. However allow up to 5 working days. Please note that orders placed on Friday, Saturday, Sunday and bank holidays will be delivered on the next working day for express delivery requested. |
| Q | What courier service do you use? |
| A | We use DHL courier service and Royal Mail Special Delivery. |
| Q | Can you deliver to a different address than my billing address? |
| A | Yes we can deliver to another address. Tick the box indicating that the billing address will be different when going through the checkout. |
| Q | Can I have my items delivered to more than one address in the same order? |
| A | No, you can only get them sent to one address. However, you can always do multiple orders with different addresses for each (but you will have to pay for delivery on each). |
| Q | What do I do if my order does not arrive in time? |
| A | If an order does not arrive within 7 working days, please contact or Customer Service Team on 01509 632 641 or email on customerservice@accessoriesdirect.com quoting your order number. |
| Q | What happens if I am not in when the parcel arrives? |
| A | If DHL is unable to obtain a signature they will attempt one further delivery on a later date. If this delivery attempt is also unsuccessful, a calling card will be left and your parcel will be returned to your local carriers depot. |
Returns
| Q | What is your returns policy? |
| A | If you are not completely satisfied with your goods then Accessories Direct offer a 14 day returns policy with a FREE RETURNS* service. *PLEASE NOTE: Free returns does not apply to International Orders. This policy also applies to sale item(s). Post the item(s) back using the FREEPOST label that came with your parcel. Ensure the item(s) are returned in their original, saleable condition with your dispatch note stating the reason for return. Ensure you request a proof of posting certificate. When trying on items, please ensure that they are not kept in contact with anything that may mark or add a scent to them such as drinks, perfume, deodorant and cigarettes. We will not be able to refund any items where there is evidence that these instructions have not been followed. INTERNATIONAL RETURNS POLICY Accessories Direct does a free returns or exchange service for any orders shipped outside of UK. Any charges incurred for returning goods back to Accessories Direct for exchange or refund are the responsibility of the recipient. We will not reimburse the postal charges of returning an item or refund the original delivery charge unless the item is being refunded because it is faulty or has been sent to you in error. We can only refund or exchange an item if it is returned to us within 14 days of receipt. We strongly recommend the recipient use a secure method of delivery from a reputable carrier or recorded delivery, retaining the receipt until the recipient has received credit for the returned items. We regret that we cannot be held responsible for non-delivery of returned goods. If you intend to return an item, please advise our customer service team by emailing customerservice@accessoriesdirect.com as soon as possible. The goods must be returned unused, in their original package and undamaged. We will consider the condition of the goods being returned when making a refund. |
| Q | Can I return or exchange pierced earrings or head accessories? |
| A | In compliance with Health & Hygiene regulations we are unable to accept the return or exchange of any pierced earrings or any hair accessories. |
| Q | Can I arrange a collection? |
| A | Yes, you are able to arrange a collection. Please contact our Customer Service Team on 01509 632 641 *PLEASE NOTE: This does not apply to International Orders |
| Q | How long will it take to get my refund? |
| A | Please allow 10 working days from receipt of your return confirmation email. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If there is a problem with issuing a refund to your card, our customer service team will contact you. However in order for us to deal with your enquiry please contact us within 28 days of return if you have not been refunded your monies. |
| Q | What amount will I be refunded? |
| A | Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge. The only exceptions to this are items that were faulty or incorrect on delivey. In these cases, we will refund the original delivery charge. If a discount was applied to your original order, the amount refunded will be adjusted accordingly. For International orders we are unable to refund tax and import duties. We strongly advise that you keep hold of any tracking numbers that the post office may give you. |
| Q | The product I ordered is now reduced. Can you refund me the difference? |
| A | Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order. |
Account and email
| Q | How do I subscribe to the accessoriesdirect.com newsletters? |
| A | Click on the 'sign up' box at top of page and enter details as requested. Our bi-monthly newsletters will keep you up to date with the latest trends of the season, news and offers. |
| Q | How can I unsubscribe from the mailing list? |
| A | If you no longer want to receive our newsletter you can unsubscribe at any time by clicking onto our unsubscribe link at the bottom of our newsletters. Alternatively you can contact our Customer Service Team on 01509 632 641 or email customerservice@accessoriesdirect.com |
| Q | How do I create a accessoriesdirect.com account? |
| A | Click on 'Register' link at top of page and fill in all prompted fields requested, once completed click on the 'Register' button. |
| Q | Do I need to register with accessoriesdirect.com in order to place an order? |
| A | You do not need to register with accessoriesdirect.com to make a purchase from our site. However, there are many benefits of becoming a registered accessoreisdirect.com customer, including faster checkout. |
| Q | How do I login / sign out to my accessoriesdirect.com account? |
| A | If you wish to log in to your account select the 'Sign In' option at the top of the homepage and enter your username and password when prompted. To sign out of your account, please select the 'Sign Out' option at the top of the homepage. |
| Q | What do I do if I have forgotten my password? |
| A | It is not uncommon to forget your password. Just click the 'Forgotten Your Password?' link in the Checkout or where you would normally sign in and we will take you through the process of changing your password. |
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