FAQs
We have put together many of the most commonly asked questions and answers to for you use.
QUESTIONS ABOUT PLACING ORDERS
Is ordering from you on the Internet safe and secure?
Generally it is just as safe to order online from a reputable company as it to pay using your credit or debit card in a shop.
Do you ship to my country?
We ship to all countries world-wide.
How long will it take for my order to arrive?
Most orders are dispatched within one to five working days. Occasionally, when there is a temporary problem with one of the items you've ordered, your order may be delayed. Once your order has been dispatched it takes one or two days to be delivered to UK addresses, about a week to be delivered to European addresses and two or three weeks for all other countries.
I still haven't received my goods even though you emailed me to say my goods were dispatched some time ago.
The first thing you should do if the goods haven't arrived even though we've emailed you getting you they've been sent is contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should do this after five days but before two weeks has elapsed. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn't been able to help you email our customer service team who will then investigate for you.
Can I change my order after it has been submitted?
Unfortunately our system doesn't make it possible to change an order you've already completed. The only thing you can do is contact our customers services team - help@eurostick.biz or give us a call on +44 (0)1505 382300.
Can I cancel my order after it has been submitted?
If you wish to cancel an order you've placed please email our customer service team (help@eurostick.biz )who will arrange to cancel to the order and refund you any money you've paid. You can also call our team on +44 01505 382300 You can only cancel an order prior to it being dispatched.
What if I have placed a duplicate order?
If you order twice by mistake email our team (help@eurostick.biz) and tell them the reference number of the item you want cancelled. They will arrange to cancel to the order and refund you any money you've paid. You can only cancel an order prior to it being dispatched.
Why didn't I receive an email confirming my order?
The normal reason for not receiving your order confirmation is that you are using a Hotmail account or similar as your email address and you have exceeded your mail quota. The other reason is that you accidentally entered your email address wrongly when you registered with us.
GENERAL QUESTIONS ABOUT THE SITE
What if I can't find what I'm looking for on your website?
We strive to keep our website up to date with all our lastest products - however if you can't find the product you are looking for.
Do you have a catalogue?
Yes we do have a leaflets on our products - if you would like to receive our info pack please email details of the products you would like info on and your name and address to info@eurostick.biz.
Is the image on your site accurate to what I will be sent?
We work very hard to make sure that the images on the site reflect the actual products we sell. If for any reason you find an image which doesn't please let us know by emailing us.
How accurate are the item dimensions listed on your Web pages?
We do our best to make sure the dimensions are exactly correct however they may vary slightly.
Do you share my personal information?
Your personal information isn't supplied to third parties except when it is required as part of the ordering process. We do not allow third parties access to our customer list and certainly would never consider selling your details to anyone else.
What do I do if I've lost my password or username?
If you have lost or forgotten your user name or password please email us (help@eurostick.biz) with your details and we will re-send your user name & password.
QUESTIONS ABOUT PAYING FOR YOUR GOODS
How can I pay for my order?
We accept payment by most major credit cards.
Which credit cards do you accept?
We accept all credit cards issued by Mastercard, Visa, JCB and American Express. There are territory restrictions for some cards which prevents customers in a very limited number of countries using their card online.
Which debit cards do you accept?
We accept Visa Debit, Visa Delta, Visa Electron, Switch, Solo and Maestro. There are territory restrictions for some cards which prevents customers in a very limited number of countries using their card online.
QUESTIONS ABOUT SHIPPING AND RETURNS
How is my order packaged?
It depends on the size and weight of each order but normally small light orders are packaged in a Jiffy bags and larger orders are boxed.
I'm not at home during the day. How can I get my goods?
We offer you the option of giving a delivery address (other than your home address) so you could arrange for your goods to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person isn't able to deliver your order because no one is in a card will usually be left giving instructions on how to arrange redelivery.
My goods were damaged in transit. What should I do?
We take a great deal of care when packing orders to make sure that the items you've ordered arrive undamaged, however, occasionally goods do get damaged in transit. If you discover something in your order is damaged you should email us at help@eurostick.biz or call our customer service team on +44 (0)1505 382300 and explain the situation. We will arrange for replacements to be sent out to you and instruct you want to do with the damaged ones. Do not send the damaged items back without having contacted us first.
I've received my order but some items are missing. What should I do?
There can be a couple of reasons why you may receive your order with some items missing. The usual reason is that your order has been sent out in more than one package and you haven't received them all yet. Another cause is that one of the items you ordered was unavailable and so we have refunded you for that item. The final reason for your order missing items is that we have made a simple mistake while picking your order. If you discover that your goods are missing you should email us at orders@eurostick.biz or call our customer service team on +44 (0)1505 382300.
The goods you sent me are wrong. What should I do?
If you discover that your goods are incorrect you should email us at orders@eurostick.biz or call our customer service team on +44 (0)1505 382300 and explain the situation. We will arrange for replacements to be sent out to you and instruct you want to do with any incorrect items you received. You must not send incorrect items back without having contacted us first.
What if there's a problem with my order - How do I return it?
If you wish to return goods which are either damaged or incorrect please see the two answers above which explain what to do. If you want to return goods for a reason other than that they are damaged or wrong email our customer service team who will explain how to do so. |
