Frequently Asked Questions
Orders, shipping, returns, booking and stock — the things people ask us most.
How do I place an order?
+[Explain your ordering process — online checkout, phone, enquiry form, or in person.]
What payment methods do you accept?
+[List the payment methods you actually accept, online and in store.]
Can I change or cancel my order?
+[Your policy, and the cutoff point — usually before dispatch.]
Do you offer bulk or trade pricing?
+[Whether you do trade pricing, any minimum order, and how to apply.] You can also book a trade consultation.
Is my payment secure?
+[Name your payment processor and confirm you don't store card details yourself. Only claim security measures you actually have in place.]
How long does delivery take?
+[Realistic processing time plus delivery window by method.] Full details on the Shipping & Returns page.
How much is shipping?
+[Your rates, and your free-shipping threshold if you have one.]
Do you ship internationally?
+[Which countries, and who pays import duties and taxes. Be explicit about duties — it's the most common complaint in cross-border retail.]
Can I collect instead of paying for delivery?
+[Your collection option and how to arrange it.] You can book a collection slot.
My order hasn't arrived — what now?
+[What a customer should do, how long to wait before you investigate, and how you handle lost parcels.]
What's your returns window?
+[Your window in days, and when it starts — delivery date or order date.] Full terms on the Shipping & Returns page.
Who pays for return shipping?
+[Your policy for change-of-mind vs faulty items. Faulty items should normally be returned at your cost.]
What if my item arrives damaged or faulty?
+[Your process, and how quickly you want to be told. Remember consumer law usually gives stronger, longer rights for faulty goods than your standard returns policy does.]
Can I return sale or clearance items?
+[Be clear. Note that in many places you can't remove a customer's statutory rights just because an item was discounted.]
How long does a refund take?
+[Processing time on your side plus typical bank/card turnaround.]
Do I need an appointment to visit?
+[Whether walk-ins are welcome, or booking is required.] Book online here.
How far ahead can I book?
+[Your booking window.]
What if I need to cancel or reschedule?
+[Your cancellation notice period and any charge.]
Can you hold an item for me?
+[Whether you hold stock, for how long, and whether a deposit is needed.]
Are your products genuine?
+[Explain where your stock comes from and how customers can be confident. Answer honestly — an authenticity claim is a promise you have to be able to keep.]
Why are your prices lower?
+[Explain your actual sourcing model. Don't imply a relationship with a brand or manufacturer that you don't have.]
Is the item in stock?
+[How current your stock display is, and how to check before travelling.]
Do products come with a warranty?
+[State the real warranty position — manufacturer warranty, your own, or none. Don't promise cover you can't deliver.]
Will you restock a sold-out item?
+[Be straight. If clearance stock is one-and-done, say so rather than implying a restock.]
Whatever you write here, customers will hold you to it, and in a dispute it's evidence of the terms you offered. Write what you actually do, keep it consistent with your Shipping & Returns page, and update it when your process changes.
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