FAQs

FAQs

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When will my orders be delivered?

Check out our Helping Hand video, when will I get my Vouchers and Cards?


Vouchers/gift cards will be despatched from September onwards, as long as your account is paid in full. We cannot specify dates or times for delivery of gift vouchers/gift cards in advance.

Jewellery - Delivery of jewellery will be complete by 5th December. We cannot specify dates or times for delivery of jewellery items in advance.

All other items - we'll send you a letter by the 8th of November to tell you when your items will be delivered. Unfortunately, we can't specify an actual time for delivery but will be able to tell you whether it will arrive in the morning or the afternoon.

If you want to contact us you can do so by seeing our Contact Us page which gives details of how to get in touch.

I would like to change my order

If you'd like to amend your own or your customers' orders, you can do so by logging into your account online. Once you've logged in, click on 'Customers & Orders' and select which order you would like to amend by clicking 'View order' .You can amend or delete your order online up to and including 31st August with no charge. If you wish to cancel the entire order on or after 1st September, you can only do this by calling our Careline Team. You will be charged 10% of the order value, with a minimum £20 charge. We are unable to cancel hamper orders after 1st October.

I wish to cancel part or all of my order

You can amend or delete your order online up to 31st August with no charge. If you wish to cancel the entire order on or after 1st September, you can only do this by calling our Careline Team. You will be charged 10% of the order value, with a minimum £20 charge. We are unable to cancel hamper orders after 1st October.

Can I have my order early?

We may be able to deliver some goods early, as long as your account is paid in full.

Love2shop Vouchers can be released as soon as your final payment has been received and cleared. Other vouchers and limited products can be delivered early depending on whether stock is available. Please call our Careline Team if you would like to discuss early delivery. Please see the Contact Us page, which gives details of how to get in touch.

When will I receive vouchers?

Check out our Helping Hand video, when will I get my Vouchers and Cards?

Vouchers/gift cards will be despatched around 14 days after your final payment has been recieved. We cannot specify dates or times for delivery of gift vouchers/gift cards in advance. If your account is fully paid, you may be able to request early delivery of your vouchers by calling our Careline Team. Please see the Contact Us page, which gives details of how to get in touch.

If you choose to pay by Direct Debit, you can change your final payment date from 1st November to 1st October, or to 1st September. If you choose to finish on 1st September and your account is fully paid by this date, you're guaranteed to receive your vouchers by 18th September. You can set up a Direct Debit or by calling our Careline Team.

Vouchers will be delivered using DX Secure. You can find all of the information you need on our DX Secure FAQs page.

When is my final payment due?

Your last payment must reach us by 1st November (unless you are paying by Direct Debit and have selected to finish payments on 1st September/1st October). We recommend that you make your last payment by card within your online account on the Make A Card Payment page or by calling our Auto Payment and Account Services line on 0345 603 0502.

Check out our Ways to Pay page to see a full list of all our different payment methods and how long each of them will take to reach your account.

What if I don't pay by the final payment date?

If you find you're having trouble keeping up with payments, you can always reduce your orders to a more manageable level. If you would like to speak to someone about your account please call the Careline Team and they'll be happy to help you. Please see the Contact Us page, which gives details of how to get in touch.

If your account is off track by mid-November, we will send you Love2shop Vouchers to the value you have paid into your account instead. That way you'll still be able to do your Christmas shopping at over 150 retailers!

How do I place an order?

If you already have an account with us, you can login to your account and place your orders online. If you don't yet have an account with us, simply add the items you'd like to order to your basket, confirm the order and then register by following the easy online instructions. We'll give you an account number once you've registered. You can also place an order over the phone by calling our Careline Team. Please see our Contact Us page for details of how to get in touch.

How do I get a refund?

If you need to discuss a refund, please speak to the Careline Team and they'll be pleased to help you. Please see the Contact Us page which gives details of how to get in touch.

I want to close my account

We're sorry to hear that you want to close your account. In order to close your account please get in touch with us and we will try our best to assist you with your enquiry. You can call one of our Careline Team on 03457 678 933 who will be happy to discuss this with you.

Do I have an outstanding balance?

You can check your account balance by logging in and taking a look at the 'My Account' page. This page will also show you your balance minus reward, when your last payment was received, your recommended weekly payment and other useful information about your account.

Alternatively, you can call our Auto Payment and Account Services Line on 0345 603 0502 to check your balance any time.

Can I cancel my customer's order?

If you'd like to amend your customers' orders, you can do so by logging into your account online. Once you've logged in, click on Customers & Orders and select which order you would like to amend by clicking View order. You can amend or delete your order online. If you wish to cancel the entire order on or after 1st September, you can only do this by calling our Careline Team.You will be charged 10% of the order value, with a minimum �20 charge. We are unable to cancel hamper orders after 1st October.

I have a comment

If you'd like to make a comment, get in touch with our Careline Team using the details on the Contact Us page.

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When will your vouchers/gift cards be delivered?

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