Shop with us FAQ

How do I check out?

Our Checkout is easy to use. Simply add the products you want to your cart and click on 'Proceed to Checkout' when the pop up box appears. Or click on the shopping cart icon at top right of screen. Once on the checkout page, you can either log in to your account or complete the registration form if you don't have one. You'll just need to enter your name, email, phone and address details. If you want to add another delivery address, be sure to save it by clicking on the tick icon next to the dropdown menu. You can then choose a shipping option, review your order details and click on PAY NOW. Be sure to tick the Terms & conditions box beforehand.

This will then take you to our payment processor Sagepay where you can securely enter your credit card details or pay via Paypal.

You'll then receive an email confirming your new account, your username (email address usually) and a password. You can use this to log into the site to view current order status, change your account details (addresses etc) or place future orders.

You'll also receive one email from us to confirm your order has been created and then another to confirm that payment has been received. Once your order ships, you'll also be notified by email and by a text from our courier DPD Local with the expected time of delivery. Please ensure you leave us your mobile phone when checking out to receive the text message from our courier. if you dont receive any confirmation emails, please contact us as there may have been an issue with the email address you entered.

How to manage my account details?

If you already have an account with us, please login with the details we sent you via email. In top right corner of the screen you should now see your name. Click on your name and a dropdown menu should appear with options to modify your account details. Here you can review your orders, quickly reorder the same items, change your addresses or password and view your Reward points balance.

If you don't yet have an account you can register for one without making a purchase by completing this form.

Do you offer standard delivery?

All our packages are shipped using either DPD Local Next Working Day (UK Mainland) or DPD (International). Our standard Next Working Day service for UK mainland customers costs between £3.95 and £4.95 depending on weight (up to 20kgs) or is free on orders over £50. Please see our delivery page for more details.

Free shipping option is not appearing?

We offer free Next Working Day shipping on orders over £50 (or £150 for Trade customers). If for whatever reason, you are still being charged for shipping when you checkout, please let us know and we'll ensure you receive a refund of the shipping price.

Please note Free shipping is only for UK Mainland customers. It's not available for Offshore destinations including Scottish Highlands, Remote UK Islands, Northern Ireland and all European countries.

Do you provide delivery tracking numbers?

All our deliveries are tracked from dispatch through to arrival. If you leave us your mobile phone number when checking out, our courier will send you a text with the tracking and expected time of arrival window. Don't hesitate to call or email us during business hours if your package hasn't turned up and we'll be sure to check into it quickly with our courier.

Can I change my delivery address?

During checkout, you can set up an alternative delivery address (e.g, to your place of work or an International destination). Be sure to save the new address by clicking on the tick box before finalising your order.

If you wish to modify the delivery address after payment is made, please contact us quickly to let us know. Once the order has been dispatched, we are unable to make further changes to the delivery address.

Can I change what I've ordered?

Once an order is placed, unfortunately it cannot be amended online. We would be happy to help you either re-place the order through us if you want to add items, or cancel items if you no longer want something as long as it hasn't shipped. You can contact us by phone or email.

Do you take phone orders?

We are unable to accept credit card payments over the phone unless you are a trade customer. If you can't place your order online yourself through our secure system, please ask a friend or colleague to do it for you.

Is it safe to place an order on your website?

It's very safe to use our website. Firstly we use a SSL encryption certificate throughout the entire site to ensure that your transactions with us are completely private and protected as they travel across the internet. Your browser will show at all times a padlock to indicate that it has made a secure connection. Our web servers are fully protected against the Heartbleed bug and also the Shellshock or Bash vulnerabilty which appeared more recently. In addition to this, all payment information is processed securely by Sagepay or Paypal - leading UK online payment processors. No credit card data is ever processed directly on our website.

Is my personal information kept private?

All the information you share with us is secure, private and confidential. At no point will we ever share your personal information or email address with anyone without your consent.

To process an order, we only need to know your name, delivery address, phone number and email address. Our payment processor Sagepay will require your billing address, credit card number and expiration date to process your payment. They will handle this data securely through their own website.

Please see our privacy policy for more details.

How are your pages translated?

We provide our International customers with the ability to view our website content in various languages. The translations are made in real time using the services of Google Translate. Like most automated translators, it's not perfect but should hopefully be sufficient to give you a better understanding of our products and services if English is not your first language.

How do I register with Verified by Visa or MasterCard SecureCode?

To register your card with Verified by Visa or MasterCard SecureCode you need to complete an online application form either from your issuing bank's website or during the checkout process. After entering your personal details you will then be asked to create a personal password which will be used to authenticate future purchases made online with your Visa, MasterCard or Maestro payment cards on participating websites. The details you enter in this process will be submitted to your card issuer over a secure link via our payment procesor Sagepay; this information will not be held or viewed on our exoticteapot.co.uk website.

My coupon code isn't working?

If you have a valid coupon code, you'll need to enter it in the coupon box on the checkout page. If for some reason it doesn't get applied, simply add the code to the message box on the final checkout page. We will ensure your discount gets registered if valid and will refund your credit card or Paypal account the correct amount if necessary. Please note our coupons are generally only valid for a stated period so please check if there is an expiry date on the newsletter or coupon email you may have received.

Do you offer trade discounts?

Yes we do if you are a qualifying UK or European business. Please see our Trade Partners page for more info about signing up for a wholesale account and benefiting from our trade discounts and bespoke services.

Browser requirements?

Our site is optimised to run on desktops (PC/MAC), mobile devices and all the latest internet browsers although we recommend using Chrome, Firefox or Safari for the best experience. The site requires the minimum versions listed below:

- Chrome 14 and above
- Firefox 4 and above
- Safari 5 and above
- Internet Explorer 9 and above
- Opera 11.6 and above

Older browsers may not work correctly particularly in correctly recognising our (green bar) SSL security certificate. It's still possible to view portions of the site with older browsers and our system will you give the opportunity to upgrade to a better, more recent version.

 

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