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 dispatched 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 4th 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 sending us an email and we will try our best to assist you with your enquiry.

Please see our Contact Us page which gives details of how to get in touch.

I wish to cancel part or all of my order

You can amend or delete your order online. Hamper/gift orders can be amended up to 4th October and vouchers/cards up until 8th November. If you wish to cancel the entire order you may be charged 10% of the order value, with a minimum £25 charge.

I would like to change my order

You can amend or delete your order online. Hamper/gift orders can be amended up to 4th October and vouchers/cards until no later than 8th November or when your order is fully paid and ready for dispatch (whichever comes first). If you wish to cancel the entire order you may be charged 10% of the order value, with a minimum £25 charge.

How do I get a refund?

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

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 Payments 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's the earliest I can order for next Christmas?

You can add your 2020 orders online now!

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 Customer Care if you would like to discuss early delivery. Please see the Contact Us page, which gives details of how to get in touch.

How do I make a payment?

You can make payments in many ways. The easiest way to pay is by setting up a Direct Debit. You can set this up online by logging in to My Account page. Simply go to the Payments tab to set up your Direct Debit. It's best if you make your first payment with your order. You can do this in your online account or by calling our Auto Payment and Account Services Line on 0345 603 0502. Please take a look at our many other Ways to Pay too.

Is my money safe with you?

An independent trust, designed to safeguard prepayments made by you and Agents in respect of orders, is established. The trust arrangements gives you added security for your savings. A summary of the declaration of trust can be seen on our Trust Account page.

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 Customer Care. Please see our Contact Us page for details of how to get in touch.

I have a comment

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

Can I cancel my customer's order?

You can amend or delete your customers' orders online. Once you've logged in, click on Customers & Orders and select which order you would like to amend by clicking View order. Hamper/gift orders can be amended up to 4th October and vouchers/cards up until 8th November. If you wish to cancel the entire order you may be charged 10% of the order value, with a minimum £25 charge.

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Helping Hand video

When will your vouchers/gift cards be delivered?

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