QUESTIONS


ANSWERS


 

Do I need to register to shop online?

No not at all. It's not necessary to register to order online. During the checkout process you'll be asked whether or not you'd like to create an account, and you can choose not to if you wish. However, we would recommend creating an account as this will allow you to easily checkout when placing future, create wishlists and locate your tracking number.

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How do I cancel my order?

If for any reason after placing your order you decide to change your mind your order can be cancelled within 2 hours of placing the order by emailing us at sales@seriouslysensual.co.uk. We will then refund your full order including and delivery charges thta may be applicable. For more details on the Consumer Contracts Regulations click HERE. Once 7 days has passed, you then have 28 days from the day your order arrived to get a refund on your items; you just need to return all items in their original condition and packaging, using the returns form HERE. (Please note we do not refund postage once your order has been shipped.)

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How do I know you have received my order?

You'll receive a confirmation email to the email address you provided along with your order. If you have placed an order and not received this email, first please check your spam folders and then if you still have not received the email please email us at: sales@seriouslysensual.co.uk.

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Can I place an order over the telephone?

Unfortunately all orders are placed on the website and linked directly to our stock control system. We have been asked several times now and we will be considering this in the future.

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I am having problems placing an order.

If whilst placing an order on the site you find any issues please do not hesitate in calling us on: +44(0)207 205 2252 between, 9am and 5.30 pm. We also have a live chat function on the website where you can chat directly with one of our customer service operators. If for some reason they are not online feel free to email us at: sales@seriouslysensual.co.uk

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What payment methods can I use online?

We offer various methods of secure payments including: All major credit cards, MasterCard, Visa, Visa Delta, Maestro, American Express, PayPal and Pay with Amazon.

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How secure is my transaction?

We take the safety of your credit card information extremely 'Seriously'. Shopping at SeriouslySensual is completely safe and secure. We use internationally recognised technical systems to make sure the details you give us when ordering are held with the banks and not on our servers. We're committed to respecting your privacy and we promise never to release your personal details to any outside company for mailing or marketing purposes.

We therefore have the following certificates in place:

  • Our site is 100% PCI Compliant through Security Metrics (Check Here)
  • Our site is 100% secure with Geotrust SSL Qucik Trust Premium (Check Here)

When you place an online order at SeriouslySensual, we may ask for certain personal information such as your name, email address, contact number and payment details. Your card information is held on SagePays' or PayPal's secure servers. SeriouslySensual are fully PCI compliant and comply fully with Data Protection and consumer legislation, and will treat all your personal information as fully confidential. As an extra failsafe we also ensure all orders are placed through 3D Secure authentication which is an additional fraud prevention scheme that is available to all companies using the SagePay systems to process transactions. Learn more HERE >>.

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Will I be charged customs and import charges?

All customs or import duties are charged once the parcel reaches it's destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend you contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

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Delivery Options

To show our appreciation we would like to reward our UK customers with a Free UK Standard Delivery  (3 - 5 days.) For orders placed outside the UK you will be charged the following prices whatever the size or weight of your order::

STANDARD UK: FREE (over £30) (3 - 5 days - Royal Mail Recorded 1st Class Signed For™)
EXPRESS UK: £6.99 (2 - 3 days - Royal Mail Recorded 1st Class Signed For™)
EUROPE: £8.00 (5 -7 days - Royal Mail International Tracked & Signed For For™)
REST OF WORLD: £12.00 (5 -7 days - Royal Mail International Tracked & Signed For™)

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Do you deliver to work addresses?

Yes, we are happy to deliver to your work address, just provide us your delivery address if different to the billing address when ordering. Please be aware that a signature is required on all orders. Don't be shy about ordering to work, our packaging is very discreet, just plain cardboard boxes and padded envelopes so they will not cause any embarrassment.

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What happens to delivery times on Weekends and Bank Holidays?

Unfortunately Royal Mail do not deliver on Bank Holidays or Sundays so please take this into account when ordering around the time of a bank holiday or weekend as it will affect the estimated arrival time of your parcel by one day.

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Can I change the delivery address?

No problem, if you spot an error on your confirmation please email us at: sales@seriouslysensual.co.uk as soon as possible. We will do our best to get this updated although once dispatched we are unfortumately unable to re-route your order.

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Does my order need to be signed for?

All orders require a signature.

We want you to receive your order quickly and safely and to ensure this a signature will be required upon delivery. We are often asked by customers to leave the order in an alternative secure place. Unfortunately to ensure safe delivery we are unable to do so, but your welcome to organise this with your local post service although at your own risk. If you are not available to sign for your order a card will be posted through the door instructing you where to collect your parcel from. If you do not collect your order within 7 days it will be returned to us and additional postage costs maybe incurred. Alternatively you can call the number on the card to arrange for redelivery at a more convenient time. Please note that where a signature is required, orders cannot be sent to PO Box's. Should you require details on what happens if no-one is available to receive the goods, and/or a signature is required, please contact the carrier direct. www.royalmail.com.

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What rules apply to International Deliveries?

Due to customs, legal, regulatory and certain practical restrictions applicable to orders placed for international delivery, some of our products may not be available for delivery to certain destinations outside the UK.

Payment - Purchases will be made in pounds Sterling. International credit card providers or banks will determine the exchange rate and may add an additional processing or administration charge in relation to such payment which international credit card holders will be liable to pay. SeriouslySensual's products are sold on a delivery duty unpaid basis.

The recipient may have to pay import duty or a formal customs entry fee prior to or on delivery. Additional taxes, fees or levies may apply according to local legislation and customers are required to check these details before placing an order for international delivery. Occasionally, the supply of your product(s) or may be delayed or prevented for reasons beyond our control - for example, import delays or higher than anticipated demand. Where this is the case, we will, of course, make every effort to keep you informed but shall be under no liability to you for such delay or failure.

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My order has not arrived yet.

We doubt your parcel will be late but if the reare occasions your parcel has not arrived within 7 days, please contact us at: customerservices@seriouslysensual.co.uk and we will investigate. To help us process this as quickly as possible, please make sure you provide your order number within the subject of your email. Please note we will be unable to class your parcel as missing until after these timescales (Royal Mail), due to the possibility of it being held up in local postal delays.

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Can I track my order?.

Yes, all our orders are dispatched using Royal Mail 1st Class Signed For. You can track your order HERE once it's been dispatched.

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Will it show up on my bank statement?

Don't worry! We completely understand that privacy is important to our customers, so the transaction will show as 'SERIOUSLY' on your bank statement.

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Is the packaging discreet?

Your order arrives in plain white box with no branding. The only label apart from Royal Mail's Stamps is a return address label with no mention of our company name.

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How do I return an item/s?

We offer a 'No Quibble' Returns Policy. Although all returns must be agreed via email in advance. Email us HERE. Unauthorised returns may not be refunded. Once authorised simply fill out our 'Returns Form' HERE. Be sure to follow our procedure carefully and return the unwanted or faulty items to us.

All returned items should be sent via Royal Mail Recorded Delivery and we advise you to retain your proof of postage when sending goods back to us. This is for your own safety in case the return is lost in the postal system.

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Do you refund the delivery charge?

The postage costs are not refundable and the buyer is responsible for the costs of returning the order items.

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How do I return a faulty product?

If in the rare occurance your item is faulty we will resolve the problem quickly for you. If you are returning a faulty product that you have bought online please contact us HERE so we can arrange a replacement and provide instruction for return.

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My order is incorrect.

Again, if in the rare occurance your order is incorrect we will resolve the problem quickly for you. If you are returning an incorrect product that we have sent you, please contact us HERE so we can arrange the correct order to be sent to you and provide instruction for the return of the unwated item(s).

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I've been refunded for my items but not the delivery charge.

The postage costs are not refundable and the buyer is responsible for the costs of returning the order items.

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How do I apply a gift code?

If you acquire a SeriouslySensual gift code, it's valid for use online only at SeriouslySensual.co.uk. Enter your promotional code by navigating to your shopping cart at the top right of the website. herey ou will see a field to enter the code and click 'Apply Code'. The discount will then automatically be deducted from your total.

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Can I use more than one code per order?

Only one promotional code can be used per order.

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Why is my Gift Code not working?

Don'y worry. If your Gift Code doesn't work please email our customer services HERE.

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How do I get in touch?

Call Us: +44(0) 207 205 2252

Email Us: sales@seriouslysensual.co.uk

Social: Facebook  Twitter  Pinterest  YouTube.

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