Questions

How do I search for a specific item?

How do I browse for goods?

How do I add items to my shopping basket?

How do I place an order from a national advert?

In the checkout, how do I go on to place the order?

How will I know if my order has been received successfully?

When will my order be delivered?

Can I change the delivery address?

How much is the delivery charge?

Delivery outside the UK?

How to pay

What is the card security code?

What if I have not received my order?

Can I cancel or change my order online?

How do I return unwanted goods?

How will I get my refund?

When will I receive my replacement parcel?

How do I request a catalogue?

How do I claim my free gift?

How do I get the special offer?

What is Shopper Discount & Rewards?

What is shopperdisc.co.uk?

How do I contact Shopper Discount & Rewards or get more information about my membership?

How do I recycle my old electricals?

Why should I recycle my old electricals?

What is WEEE?

How are WEEE helping?

Answers

How do I search for a specific item?

The catalogue code/ keyword search box can be found in the top left hand corner of every page of the site, and allows you to search for an item using the product code of an item or a keyword.

The product code of an item can be found on the website or in our paper catalogues. The product code usually consists of two letters followed by three numbers (MT129 for example). To find an item type the product code into the catalogue code/ keyword search box and click go. A page showing all the details of your item should be displayed. If a page is displayed saying 'Sorry but we've been unable to find products matching your description' then please check you have typed in the product code correctly. If you still cannot find your item you could try a keyword search instead or browse our online catalogue to find your item. When searching for items using keywords use words which are likely to be in the name or description of the item.

How do I browse for goods?

Coming soon....

How do I add items to my shopping basket?

When you have found an item through browsing or searching, a page will be displayed showing all of the details for that item. If you decide you wish to order the item please select the correct colour (drop down box) and size by clicking on the appropriate 'BUY' button (please note that note all items have colour and size options). Clicking on the 'Buy' button will add the product to your shopping basket. In your shopping basket you will be able to specify the quantity of the item required. You do this buy typing into the QTY box the number you require next to the relevant item. Clicking twice on 'update' or 'update basket' will then update your order accordingly.If you wish to continue shopping, click on the 'continue shopping' link. If however you wish buy the item click on 'go to checkout'

How do I place an order from a national advert?

Please visit http://www.chums.co.uk/offers. You will need to type in the media code found on the advert and then click on 'apply.'

Select size and colour if necessary and click on the appropriate 'BUY' button to add to your shopping basket. Please note that the offer price will only be applied once you have clicked on the 'BUY' button and added the correct number of items to your shopping basket (if this applies).

To proceed to the checkout click on go to check-out. If however you wish to browse our on-line catalogues before doing this click on continue shopping.

In the checkout, how do I go on to place the order?

a) Existing customers
Once you have arrived in the check out you will need to sign in. Existing customers can sign in using their email and password. An 'existing customer' is a customer who has used our on-line service before. If you are unable to remember your password, please click on the 'Click here to have you password emailed to you' link. Once you have signed in you will be given the option to change the card holder's address and delivery address. Once you are happy with this click on 'continue' to proceed to the payment section. In the payment section you will need to supply your debit/credit card details. Once you have entered these clicking on 'continue' will bring you to the place order page. If you are happy with everything clicking on 'continue' once more will result in your order being placed. A message will appear on screen thanking you for your order.

b) New Customers
Customers who are new to our on-line service will need to complete the new customer section on the sign-in page. In this section you will be asked for your email address and to create your own password and confirm it. You are then asked for your name and address. Following entering these clicking on 'continue' brings up a page for the card holder's address and delivery address. These are filled in automatically with your personal details, but can be changed if they are different. Once you are happy with this click on 'continue' to proceed to the payment section. In the payment section you will need to supply your debit/ credit card details. Once you have entered these clicking on 'continue' will bring you to the place order page. If you are happy with everything clicking on 'continue' once more will result in your order being placed. A message will appear on screen thanking you for your order.

How will I know if my order has been received successfully?

At the end of your shopping experience the final page will thank you for your order. Within 24 hours of placing your order you will also receive a confirmation email from us confirming you order.

When will my order be delivered?

If you select standard delivery our normal delivery time for items in stock is up to 7-10 days. Items delivered directly from the manufacturer may take a little longer. In exceptional circumstances please allow 28 days for delivery.
For an additional fee we offer an Express Delivery service of 2 working days for items in stock. This excludes weekends and Bank Holidays. Please note that items that are despatched directly from the manufacturer are not available on the express service. Were this applies you will not be given the option of the express service at checkout.
.

Can I change the delivery address?

Every time you sign in you will be able to review the delivery address and change this to a different one if required.

How much is the delivery charge?

Postage for the UK is £4.99 per order.
Express Delivery to UK Mainland is an additional £7.01.
Express Delivery to UK Isles is an additional £17.00.

Can I place an order on-line for delivery outside the United Kingdom?

We regret that orders cannot be place on-line for delivery outside the United Kingdom. We do delivery internationally however. For this service please contact our order line on 0044 151 548 8088 or email us at enquiries@chums.co.uk to check if the items are available and the delivery costs.

How do I pay for my online order?

You will need to pay for your order with a valid debit or credit.

What is the card security code (CSC)?

If you've got your card in front of you, turn it over. You'll see a row of digits printed over the top of the signature strip. The final 3 digits represent your Card Security Code.

What do I do if I have not received my order within the stated delivery time?

In the unlikely event that you do not receive you order within the delivery time stated please contact our enquiry team on 08715 265 265 (calls cost 10p per minute plus network extras)

Can I cancel or change my order online?

Once an order has been confirmed on-line, to cancel or change your order you will need to call the enquiry team on 08715 265 265 (calls cost 10p per minute plus network extras) who will be able to help if the order has not already been despatch. If you wish to cancel or change an order please allow 24 hours after placing the order before contacting us. Items already despatched can be returned (unused) with 7 days of receipt for a refund/ exchange.

How do I return unwanted goods?

To return your goods you will need to return your parcel via Collect+. The Collect+ prepaid label will be attached to your invoice. Collect+ has parcel drop points in 4500 local stores, open early until late and 7 days a week, so you can return your items at a time that suits you!

1)Complete the returns note included with your order and include it in your parcel.
2)Peel off the pre-paid label and stick it onto your parcel.
3)Simply take your parcel to any of the 4500 local stores offering collect plus services. You'll receive proof of postage and a code to track your return online. To find your nearest local store offering Collect+ please visit www.collectplus.co.uk/chums

Returns normally take 10 working days to process.

How will I get my refund?

Your refund will be credited back to the card you used to place your order.

If items have been returned for an exchange when will I receive my replacement parcel?

Replacements are usually processed within ten working days of receipt of the returns goods.

How do I request a catalogue?

Click on the 'order or shop by catalogue' link on left hand side of our homepage and then tick the boxes of the catalogue you wish to order. If you are happy with your selection then please fill in you name and address details.

How do I claim my free gift?

You can use the link on the homepage to claim the free gift or type the product code into catalogue code/ keyword search box if the free gift is different to the one displayed on the homepage. Only one free gift per order. We reserve the right to forward an alternative item of equal or greater value.

How do I get the special offer price in the catalogue to show?

A number of our products are Multibuy offers which are advertised in our catalogues. For example 'Buy 2 or more and save £3 per item.' In order for the special offer price in the catalogue to be applied you will need to add the correct number of items to your shopping basket. Once this has been done to ensure that the special offer price has been applied please click on update basket.

What is Shopper Discount & Rewards?

You will be offered the chance to join the Shopper Discount & Rewards programme when you completed an online purchase on Chums.co.uk.

Shopper Discount & Rewards is an online membership programme that offers members access to a wealth of discounts and cashback opportunities from top name retailers and service providers.

With Shopper Discount & Rewards, members can earn a monthly £10 bonus, as well as up to 10% cashback at over 650 online stores, and 20% off giftcards. For people who shop online regularly, this equates to savings of hundreds of pounds each year.

Please note, only residents of the UK can join Shopper Discount & Rewards.

Contact details for Shopper Discount & Rewards:

Visit https://www.shopperdiscountsandrewards.co.uk

Call 0800 731 9935 (Free from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm

Email customerservice@shopperdiscountsandrewards.co.uk

What is shopperdisc.co.uk?

As a billing descriptor, shopperdisc.co.uk will appear on your statement instead of www.shopperdiscountsandrewards.co.uk

Shopperdisc.co.uk references your membership fee with Shopper Discount & Rewards. As a member, you have access to hundreds of top discounts at an extensive portfolio of online retailers. On top of this, you get 20% off giftcards and you can apply for an additional £10 monthly member bonus.

Visit their website at https://www.shopperdiscountsandrewards.co.uk

Call them on 0800 731 9935 (Free from UK landlines), open Mon-Fri 8am - 8pm and Saturday 9am - 4pm.

Email them at customerservice@shopperdiscountsandrewards.co.uk

How do I contact Shopper Discount & Rewards or get more information about my membership?

You can visit https://www.shopperdiscountsandrewards.co.uk

Call Shopper Discount & Rewards on 0800 731 9935 (Free from UK landlines), open Mon-Fri 8am-8pm and Saturday 9am-4pm.

Email the Customer Service team on customerservice@shopperdiscountsandrewards.co.uk

How do I recycle my old electricals?

Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website http://www.recycle-more.co.uk/

and type in your postcode.

Why should I recycle my old electricals?

Unwanted electrical equipment is the UK's fastest growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination -harming wildlife and also human health.

We're proud to support your local authority in providing local recycling facilities for electrical equipment.

CrossedOutBin

To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

How are WEEE helping?

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).

To find more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.

http://www.recycle-more.co.uk/

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