Customer Service
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Frequently Asked Questions

Answers

01. Can I pre-order items for delivery?

Yes. However, pre-order items will be specifically indicated as such; this generally applies to new releases. We will only accept orders on items that we have in stock at the time. Back to Top

02. Can I change my order?

Once the order has been placed, it cannot be changed online. If you want to change your order, please call 1 (800) 555 XXXX, and if it has not yet been processed we will change or re-issue a new amended order.
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03. Do you offer gift wrapping options?

Yes. Your gifts can be delivered in our beautifully presented gift boxes for just $4.99 per item. Each box carries the Demandware logo and comes with a gift card for your personal message. Enter your personal message into the fields provided (up to a maximum of 4 lines and 80 characters). If you would like to change your gift wrap options, simply select from the dropdown box. Once you are happy with your selections, click "Continue" to proceed with your purchase. Please note: Gift wrap is not available on all items, extra large items such as rocking horses and sit-and-ride vehicles are excluded. Back to Top

04. Can I return items to a store?

Yes. With the exception of notified non-returnable goods. You must provide proof of purchase such as a delivery invoice or your email order confirmation. Your goods will be taken and your exchange or refund will be processed on the card you used to place your order.
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05. When do I get my refund once I have returned an item?

Once we have received the item in our warehouse, we aim to process a refund onto the original payment card within two weeks.
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06. If I return all the items in my order will I still be charged for delivery?

If any of the items we deliver are damaged or incorrect, we will refund the delivery charge. If you change your mind about wanting to keep them, you may return them free of charge but we will not refund the original delivery charge.
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07. What should I do if my credit/debit card has been refused when placing an order?

Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.
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08. Do I get charged for delivery of each item I order?

Postage and packaging for each gift basket are charged separately but all other items will have one delivery charge, no matter how many you buy.
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09. Do you deliver overseas?

Yes, with the exception of gift certificates.
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10. I have a complaint, who should I speak to?

If it is about a product you have bought from our stores, please get in touch with the store you purchased from – the telephone numbers of all our stores can be found on this website. If the complaint is about an online shopping experience please call one of our customer service representatives at 1 (800) 555 1212 or complete the form on the Contact Us page.
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11. What do I do if my product breaks down during the guarantee period?

If products are under guarantee, your order confirmation email/delivery note is your proof of purchase/receipt and you should follow the manufacturer’s instructions for notifying the manufacturer of any problems within the guarantee period.
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12. Do you offer discounts on corporate or bulk orders?

We offer discounts for deliveries to the same address over certain order values. Please call 1(800) 555 XXXX to discuss your requirements
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