Frequently Asked Questions - 201230

We aim to make shopping on our website as simple as possible, however, we do understand that you may have questions that need answering before and after you have placed your orders. We've tried to summarise the types of questions we get asked and provided answers to these questions below.

During December, we receive large numbers of orders and handle a higher than normal number of returns and exchanges.

We will continue to process all returns and exchanges as quickly as possible but due to these higher volumes and the regulations and restrictions we have in place due to COVID-19, our turnaround times will be longer than usual.

If you require a product exchange, rather than returning items and waiting for the goods to be delivered to us and clear quarantine, we recommend that you place another order as soon as you can so that stock can be allocated to you and your goods can be despatched. We will then process the refund for the original order as soon as we can.

Payment Methods

What types of payment do you accept?

Currently we accept all major credit cards which will be processed through the SagePay Payment Processing Gateway.

Do you accept PayPal?

At the moment, we do not accept payment via PayPal.

Shipping & Delivery

When will you ship my order?

We aim to ship orders as soon as we possibly can, usually this will be the same day that you have placed your order. For orders where a Next Day delivery service has been selected, any order placed before 3pm Monday to Friday will be despatched to arrive the following working day. Delivery to the Highlands/Islands, Isle of Man or Northern Ireland may take 3 days. Next Day Delivery orders placed after 3pm on a Friday will be delivered the following Tuesday. This also applies to orders placed on a Saturday and Sunday. Our Carriers do not normally deliver on Saturdays.

Do you deliver overseas and if so, how much does it cost?

We deliver to many parts of the world and our postage options and charges will be shown during checkout. You can check our current rates by visiting our Delivery page.

What happens if the goods I've ordered are out of stock?

If we have any problems with your order we will contact you. Please ensure you give us as many points of contact as possible.

If your question hasn't been answered here, click here to see our Delivery page which provides a little more detail.

Returns & Replacements

What happens if I want to return something I've had delivered?

We will gladly exchange or refund any unused goods if you return them to us in a saleable condition within 60 days of receipt. Orders received after 30th September can be exchanged or refunded up to 31st January. Simply post your goods back to us in an unused condition, in their original packaging with any labels attached, together with a copy of your invoice and a covering letter explaining your requirements, the goods are your responsibility until they reach our warehouse. If in doubt, please call us for advice on 01768 864211.

How do I return something to you?

There are 3 options for returning goods. These are 1) Return to our store in Penrith, 2) via CollectPlus where you can drop-off your parcel at your nearest CollectPlus store, or 3) via Royal Mail where you will be able to drop-off your goods at any Post Office.

What happens when you receive my returned goods?

Refunds and exchanges will be processed upon receipt of goods that are in re-saleable condition and accompanied by a returns note. Return postage costs are the responsibility of the customer, we regret that we cannot be held responsible for returned goods lost in transit.

How do you refund my money?

We can only process refunds via the original payment method used for the purchase.

What do I do I something I've received is faulty?

If an item is found to be faulty or damaged, please notify us immediately via phone or email and we will advise you how to proceed. Telephone: 01768 864211 or Email: sales@johnnorris.co.uk

Privacy and Security

What precautions do you take to protect my private details?

We take Privacy and Security very seriously and we are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with our privacy statement which you can see in full by clicking this link - Privacy Policy.

Promotions

Do you run any website promotions?

We run prize draws throughout the year where we offer one or more prizes that can be won by one or more draw entrants. You can enter these prize draws by answering a simple question and providing us with your contact details. We may also offer web only promotions from time-to-time, where you will be able to purchase goods that we don't normally stock in our shop.

Updating Account Information

Can I maintain my own account details on your website?

We have an "Account Dashboard" where you have the ability to view your orders and update your billing and shipping addresses. Visit the Account Login page and login using your email address and password.

How do I change my account password?

This can be done by clicking the FORGOT YOUR PASSWORD? link on the Account Login page. After you click the "Submit" button, you will receive a link to reset/change your password.

What happens if I've forgotten my password and can't login to your website?

Simply click the "Forgot Your Password?" link on the Log In page. You will then be asked to enter your email address. After you click the "Submit" button, you will receive a link to reset your password.

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