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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?
Items in our current catalogues can be viewed
by clicking on categories (links) down the left hand side of every page
of the site. When you click on a category down the left hand side of the
page all products available in that category will be displayed (if there
are more than twelve products in that category you can click to the next
page of results by clicking on the 'next link or alternatively click on
'show all' to display all products in this category. If you require further
information on a specific product on the page(s) then please click on
the image of the product you are interested in. A page will then be displayed
with a larger image of the item accompanied by information about the product.
Alternatively you can also browse our on line catalogue pages. Links to
our online catalogues can be found on our home page. When you click on
a link for an online catalogue, all of the pages from the catalogue will
be displayed. In order to find out information on a specific product you
will need to click on the area of the page were your product is. This
will result in the information for that product being displayed along
with a larger image.
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 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.
Following
arriving in the check-out area, 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 ordered be delivered?
If you select standard delivery our normal
delivery time for items in stock is up to 14 working days. Items delivered
directly from the manufacturer may take a little longer.
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 £3.95 per order.
Express Delivery to UK Mainland is an additional £6.95.
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 0871 911 0601
Can
I cancel or change my order on-line?
Once an order has been confirmed on-line,
to cancel or change your order you will need to call the enquiry team
on 0871 911 0601 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?
At the bottom of your invoice is a prepaid
label which needs to be attached to the parcel you wish to return. Please
fill in the returns form on the back of your invoice and include this
in the parcel. Returns normally take 10 working days to process.
PLEASE NOTE THAT IT IS IMPORTANT TO OBTAIN A CERTIFICATE OF POSTING
FROM THE POST OFFICE WHEN RETURNING YOUR GOODS.
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 order a catalogue?
Click on the 'request a catalogue' link
at the bottom of our homepage and then tick the boxes of the catalogue
you wish to order. If you are happy with your selection click on the 'order
catalogue' link. Then, if you are a new on-line customer you will need
to follow the on screen instructions, existing customers will need to
sign in with their email address and password.
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.
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