FAQ's

The catalogue code/ keyword search box can be found at the top 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 by category using the top menu. When searching for items using keywords use words which are likely to be in the name or description of the item.

The main categories are displayed across the top of the website. For example if you hover over Menswear, we will show you all the sub categories within this main category like Trousers or Coats. Within each sub category you can filter down even f further. For example within Menswear >Trousers you may want to search for ‘Formal’ trousers’ only. You can browse around and click to view the product.

When browsing for goods you can refine your search even further by searching by colour or size for many items.

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 (please note that all items have colour and size options). Clicking on the 'add to basket' 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. If you wish to continue shopping, click on the 'continue shopping' link. If however you wish to buy the item click on 'go to checkout'

Please visit /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 ‘add to basket' button to add to your shopping basket. Please note that the offer price will only be applied once you have clicked on the 'add to basket' button and added the correct number of items to your shopping basket (if this applies).

To proceed to the checkout click on check-out.

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.

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.

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

Standard Delivery charge for UK is £5.95, Scottish Highlands and Islands charge is £7 defined as postcodes within: ZE, KW, IV, AB36-38, AB54-56, FK17-21, PA20-80, PH15-50, KA27-28, TR21-25, GY, JE - these are also excluded from our Express Delivery service.

Our delivery charges apply to the whole order and not per item unless specified, as some heavy or oversized items will cost extra for delivery – which is indicated by the extra delivery price shown with the description of these items. These items are also indicated in our catalogue with a lorry symbol.

Once we have dispatched your order if we have your email address on record you will receive a 16 digit tracking number. You may then track your order by visiting the Evri website. Please click here to track your order via Evri.

Alternatively you may prefer to download the Evri app (see next FAQ for details)

Customers with an online account may also track orders by signing into the my account section of our website and then visiting the track orders section.

Once you have received your Evri tracking number from us, you can now track and divert your parcel to a safe place. We’re encouraging all our customers to choose their preferred safe place for deliveries. This can also be done in the MyPlaces settings on the Evri app https://www.evri.com/our-services/mobile-app or alternatively by visiting https://www.evri.com/track/parcel/parcelcode adding your unique tracking number and selecting divert.

Simply spend at least £50 in a single transaction and get free standard delivery to your chosen address. Please enter promotional code ‘50FREE’ at checkout. Please note that only one media or promotion code can be used per transaction.

We regret that orders cannot be place on-line for delivery outside the United Kingdom. We do deliver 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.

You will need to pay for your order with a valid debit/credit card or PayPal or Klarna.

Klarna Pay in 3 gives you the freedom to pay for your purchase in 3 interest-free instalments. Find out more here.

PayPal credit allows you to spread the cost of your order when you spend more than £300, click here to find out more

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.

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)

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 13p 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 30 days of receipt for a refund/ exchange.

To return your goods you will need to return your parcel via Collect+ stores. The Collect + delivered by yodel prepaid label will be attached to your invoice. Collect+ has parcel drop points in 6000 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 6000 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+ delivered by Yodel please visit www.collectplus.yodel.co.uk/returns which normally take 10 working days to process.

Refunds will be sent back to the original payment method used when placing the order.

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

Click on the ‘Request Catalogue’ link which can be found in the footer of the website (at the bottom). Complete the form with your details.”

Please type in the product code for the free gift into the keyword/item search box at the top of the page. You can the click on the free gift and add it to your basket.

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.

After completing an online purchase from Chums you may be offered the chance to join the Complete Savings shopping programme.

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

As a member of Complete Savings, you can claim an initial cashback reward and monthly bonuses, earn 10% cashback at over 650 online stores and get up to 20% off popular gift cards.

For people who shop online regularly, this can equate to savings of hundreds of pounds each year!

The first 30 days of membership are free so that you can try the programme, after which there is a monthly fee. You can cancel your membership at any time.

It’s easy to contact Complete Savings if you have any questions regarding your membership.

Call 0800 389 6960 (freephone from UK landlines), Mon to Fri 8am-8pm and Sat 9am-4pm or email customerservice@completesavings.co.uk anytime.

You can also find more information at www.completesavings.co.uk or you can complete this online contact form.

The text completesave.co.uk will appear on your bank statement if you are a member of the Complete Savings programme. Membership is free for the first 30 days, after which there is a monthly fee.

As a member of Complete Savings, you have access to cashback deals at over 650 online retailers. On top of this, you get up to 20% off gift cards and you can claim a monthly membership bonus when you shop online.

You’re free to cancel your membership at any time, if you have any questions then please get in touch.

Visit the website at www.completesavings.co.uk

Call Complete Savings on 0800 389 6960 (freephone from UK landlines), Monday to Friday 8am - 8pm and Saturday 9am - 4pm.

Email customerservice@completesavings.co.uk, or you can complete this online contact form.

You can contact Complete Savings if you have any questions regarding your membership; the dedicated Complete Savings customer service team is ready to help with all member enquiries.

The contact details for the Complete Savings customer service team are:

Email: customerservice@completesavings.co.uk

Call: 0800 389 6960 (free from UK landlines), Mon to Fri 8am-8pm and Sat 9am-4pm

Online: Contact Form

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.

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.

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.

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

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/