British Sterling

FAQs

PURCHASING AND PAYMENT

HOW DO I ORDER?

ONCE YOU HAVE SELECTED YOUR PRODUCTS AND WOULD LIKE TO PLACE YOUR ORDER ADD THEM TO YOUR SHOPPING BAG AND CLICK ON THE SHOPPING BAG OR ORDER VALUE IN THE TOP RIGHT CORNER OF THE SITE. CONFIRM THE ITEMS IN YOUR BASKET AND CONTINUE THROUGH THE CHECKOUT.

CAN I CANCEL OR ADD AN ITEM TO MY ORDER AFTER IT HAS BEEN PLACED?

ONCE YOU'VE COMPLETED YOUR ORDER YOU ARE UNABLE TO MODIFY OR DELETE IT ON THE SITE. IF YOU WISH TO MODIFY OR CANCEL YOUR ORDER, PLEASE CONTACT OUR CUSTOMER SERVICES TEAM USING THE CONTACT US PAGE OR EMAIL VIA CUSTOMERSERVICES@WHITELEYANDPAYNE.COM. 

HOW DO I SET UP AN ONLINE ACCOUNT?

CLICK ON MY W&P AND SELECT REGISTER. COMPLETE ALL OF YOUR PERSONAL DETAILS (EMAIL ADDRESS, TELEPHONE NUMBER, PASSWORD, NAME, ADDRESS, ETC) ON THE PAGE. SELECT WHETHER YOU WOULD LIKE TO RECEIVE UPDATES FROM WHITELEY & PAYNE AND CONFIRM THAT YOU ACCEPT THE 'TERMS & CONDITIONS' THEN CLICK ‘REGISTER'. THIS WILL THEN TAKE YOU THROUGH TO YOUR W & P ACCOUNT. A PASSWORD FOR YOUR ACCOUNT WILL BE EMAILED TO YOU VIA THE EMAIL ADDRESS PROVIDED IN THE REGISTRATION. YOU WILL HAVE THE ABILITY TO CHANGE THIS PASSWORD WHEN YOU LOG IN AGAIN.

HOW DO I ACCESS MY ONLINE ACCOUNT?

FOR RETURNING CUSTOMERS: IF YOU ARE A RETURNING CUSTOMER, LOG IN BY ENTERING YOUR EMAIL ADDRESS AND YOUR CHOSEN PASSWORD (SHOULD YOU HAVE FORGOTTEN YOUR PASSWORD, YOU CAN SIMPLY SEND YOURSELF A PASSWORD REMINDER). YOU WILL BE PERSONALLY GREETED AND HAVE ACCESS TO YOUR ORDER HISTORY, YOUR ADDRESS BOOK, YOUR ACCOUNT DETAILS AND BE GIVEN ACCESS TO CHANGE YOUR PASSWORD.

WHAT FORMS OF PAYMENT ARE ACCEPTED?

ALL MAJOR CREDIT AND DEBIT CARDS ARE ACCEPTED. WE ALSO ACCEPT PAYMENT FROM PAYPAL.

WILL MY PACKAGE BE CHARGED WITH CUSTOM AND IMPORT CHARGES?

IF YOUR RESIDENCE / DELIVERY ADDRESS IS WITHIN THE EUROPEAN UNION YOU WILL NOT BE CHARGED ANY CUSTOMS DUTY, AS YOU WOULD NORMALLY PAY VAT ON THE GOODS YOU PURCHASE.

FOR ORDERS PLACED OUTSIDE THE UK, PLEASE NOTE THAT YOU ARE RESPONSIBLE FOR ANY IMPORT DUTIES AND CLEARANCE FEES (WHERE APPLICABLE) IN YOUR OWN COUNTRY AND TO CHECK THE DUTIES AND CLEARANCE FEES WITH YOUR LOCAL AUTHORITIES.

DO THE PRICES DISPLAYED ON THE STORE INCLUDE TAX?

FOR THE UK AND EU WEBSITE, ALL PRICES ARE SHOWN IN THE CURRENCY RELEVANT TO THE ZONE SELECTED. STERLING FOR THE UK AND EURO FOR THE EU. PRICES ARE SHOWN INCLUDING VAT.

FOR THE REST OF THE WORLD, ORDERS SHIPPED TO COUNTRIES OUTSIDE THE UK AND EU PRICES SHOWN ARE EXCLUSIVE OF VAT.

WHAT CAN I DO IF MY PAYMENT METHOD IS DECLINED?

IF YOUR PAYMENT IS DECLINED YOU WILL NOT BE CHARGED. TRY TO CHANGE TO A DIFFERENT CARD OR PAYMENT METHOD. IF YOU’RE STILL HAVING PROBLEMS COMPLETING YOUR ORDER, PLEASE CONTACT US AND WE WILL BE HAPPY TO HELP YOU.

IF AN ITEM IS OUT OF STOCK, WILL I STILL BE ABLE TO PLACE AN ORDER?

YOU WILL NOT BE ABLE TO PLACE THE ORDER IMMEDIATELY, BUT YOU MAY BE GIVEN THE OPTION TO RECEIVE AN EMAIL CONFIRMATION WHEN THE PRODUCT IS BACK IN STOCK. PLEASE CONTACT CUSTOMER SERVICES VIA THE CONTACT PAGE WITH YOUR PRODUCT DETAILS.

DO YOU GIFT WRAP?

WITH OUR COMPLIMENTS EACH GARMENT YOU PURCHASE WILL COME IN OUR LUXURIOUS SIGNATURE PACKAGING, THESE CAN BE SEEN ON OUR DELIVERY INFORMATION PAGE. WE DO NOT GIFT WRAP THE GARMENT BOXES, HOWEVER THEY ARE PROTECTED IN A DELIVERY BOX WHEN SHIPPED.

POSTAGE AND DELIVERY

I DO NOT LIVE IN THE UK – WILL YOU STILL DELIVER ?

YES. YOU CAN SELECT YOUR DELIVERY LOCATION WHEN YOU ARE IN THE CHECKOUT. WE DELIVER TO MOST COUNTRIES. FOR ORDERS PLACED OUTSIDE THE UK, PLEASE NOTE THAT YOU ARE RESPONSIBLE FOR ANY IMPORT DUTIES AND CLEARANCE FEES (WHERE APPLICABLE) IN YOUR OWN COUNTRY AND TO CHECK THE DUTIES AND CLEARANCE FEES WITH YOUR LOCAL AUTHORITIES.

HOW LONG DOES IT NORMALLY TAKE TO RECEIVE MY ORDER?

ALL DELIVERIES ARE SENT FROM DERBYSHIRE, UK USING ROYAL MAIL OR ROYAL MAIL PARCEL FORCE AND GENERALLY ARRIVE WITHIN 3 TO 5 BUSINESS DAYS IN THE UK. OVERSEAS DELIVERIES WILL TAKE A LITTLE LONGER AND MAY BE SUBJECT TO CUSTOMS DELAYS; 

OCCASIONALLY SOME ITEMS MAY NOT BE IN STOCK IMMEDIATELY AND THIS CAN CAUSE SHORT DELAYS - IF THIS HAPPENS OUR CUSTOMER SERVICES TEAM WILL MAKE CONTACT TO LET YOU KNOW OF ANY PROBLEMS. WE WILL DO OUR UTMOST TO DISPATCH ALL ORDERS WITHIN SEVEN DAYS OF RECEIPT, SUBJECT TO STOCK AVAILABILITY AND CREDIT CARD AUTHORISATION.

HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?

AS SOON AS YOUR PARCEL IS SHIPPED, WE WILL SEND YOU A CONFIRMATION EMAIL WITH A TRACKING NUMBER FOR THE ORDER.

WHAT HAPPENS IF I DO NOT RECEIVE MY ORDER IN THE TIMEFRAME?

IF YOUR PARCEL DOES NOT ARRIVE PLEASE CONTACT OUR CUSTOMER SERVICES TEAM VIA THE CONTACT PAGE OR EMAIL US AT CUSTOMERSERVICES@WHITELEYANDPAYNE.COM. WE ARE AVAILABLE FROM MONDAY TO FRIDAY 09:00 TO 18:00 GMT AND OUR TEAM WILL INVESTIGATE THE MATTER IMMEDIATELY FOR YOU.

WHAT ARE THE DELIVERY CHARGES?

PLEASE SEE OUR DELIVERY INFORMATION PAGE FOR OUR SHIPPING CHARGES.

DO I NEED TO SIGN FOR MY PURCHASE?

YES, A SIGNATURE IS REQUIRED UPON DELIVERY.

WE ONLY DELIVER MONDAY TO SATURDAY DURING WORKING HOURS. 

CAN SOMEBODY ELSE SIGN FOR MY PURCHASE?

YES, ANYONE AT THE SPECIFIED DELIVERY ADDRESS CAN SIGN FOR THE GOODS. WHITELEY & PAYNE DOES NOT TAKE RESPONSIBILITY FOR LOSS OR DAMAGE TO GOODS ONCE THEY HAVE BEEN SIGNED FOR.

CAN I HAVE MY GARMENTS DELIVERED TO AN ADDRESS OTHER THAN MY CARD BILLING ADDRESS?

SHOULD YOU WISH TO HAVE YOUR GARMENTS DELIVERED TO AN ALTERNATIVE ADDRESS PLEASE STATE THIS IN THE ‘DELIVERY ADDRESS’ SECTION WHEN PLACING AN ORDER. ITEMS WHICH ARE SENT TO AN ADDRESS OTHER THAN THAT OF THE CARD BILLING ADDRESS MAY BE SUBJECT TO CONFIRMATION WITH THE CARD HOLDER.