FAQ

Frequently Asked Questions (FAQ’s)

It is our goal at ShoppingBank to make shopping as easy and enjoyable as possible. We hope that you will find the answers to your questions among these frequently asked by our customers.

If there is anything else that we can assist you with, please contact our Customer Care team.
We do our best to respond to all queries within 48 hours.

Quick link to:

• Products
• Pre-Sales
• Post-Sales
• Cashback
• Security

Products

How can I obtain more details about a product?

Normally all the information we have about a product is shown on the product 'More info' page, usually found by clicking on the product image or 'More info' button (insert logo here). If you have any additional questions about a particular product, please email our Customer Care team at customer.care@shoppingbank.com

How do I find out the price of an item?

You will find product prices on the individual product 'More info' pages. The price is shown inclusive and exclusive of VAT and there is an estimated price in US Dollars and Euros (for accurate conversations you will need to contact your card issuer who will inform you of the exchange rate for the day).

How do I know that the item is in stock?

All items on the site should be available, unless there is a specific reference to the availability of an item on the 'More info' page. If an item is temporarily out of stock this will be shown and if known the estimated re-stocking date will also be displayed. Some out of stock items can be ordered and shipped when they become available. For other items you will not be able to order until they are back in stock so do please add the product to your favourites and revisit the site soon as we are constantly updating stock availability. Items that are no longer available are marked as 'sold out' or are removed from the site completely. Should you order an item which is no longer available then our retailer will contact you immediately and advise you of suitable alternatives.

Is there a warranty or guarantee?

Products are covered by the retailers own warranty policy. In many cases, you can find warranty information on the more information page of a product. If you'd like further information, or the warranty policy is not clear, please contact our customer services using the form below. Some retailers offer extended warranty; once you have placed an order with us you will be given the contact details of the retailer, you can contact them to arrange the extension if they offer it.

Can you send me a catalogue?

Due to the vast number of products, and their ever-changing availability, we do not publish a catalogue.

Why is a product I have no longer available or has disappeared?

When we bring a new edition of a retailer’s range to the site, all old stock will be removed. Therefore, if you cannot find a product which you have seen in the past, it may be that it is now discontinued or no longer available.

Why are some products featured more than once?

The item you have found may be shown 2 or 3 times on the website. This is not an error, simply that 2 or more of our retail partners sell the same product. It may be that the products are listed at the same price, but shipping rates, and also the amount of Cashback available may differ. To ensure you get the best deal, add the items to the basket to compare total costs (you can remove the unwanted items later).

How long will a special offer last?

Our website is updated regularly, therefore we cannot always predict how long a special offer will last. If we are aware of the end date then it will be displayed so you know how long you have to purchase at that price (stock permitting). However, special offers can come and go without prior notice so it would be best to order as soon as you see the item(s) to avoid disappointment.

Am I charged for the items as soon as I order them?

In some instances your card will be debited straight away. Please be assured that if there is a problem with stock or delivery, our retailers will inform you and make refunds where necessary.

Will you price match other companies?

Our retailers dictate our prices, so it is not at our discretion to offer any discounts or price matches.

Can I get a discount if I order in bulk?

We may be able to offer discounts for larger quantities, please email detailed requirements to customer.care@shoppingbank.com

Do you sell products not listed on your website?

The general rule is if it's not on the site, then we don't sell it. However, if you would like to contact our Customer Care team as above, we can contact the appropriate retailer on your behalf to try and source it for you.

Pre-Sales

What payment methods do you accept?

All orders must be paid for by credit or UK debit cards. All our retailers accept Visa (including Delta) and MasterCard. Some also accept American Express, Maestro, Solo and Eurocard. You can find out which cards a retailer accepts by adding the product to the basket, proceeding to checkout, and viewing the drop down 'card type' menu.

Can I pay by cheque or postal order?

We regret that we do not accept payment by cheque or postal order.

Can I spread my payments?

We regret that our customers are not able to pay in instalments.

What are the shipping rates?

Each of our retailers have their own shipping rates and policies (prices can be calculated in many ways - per order, per item, weight, order value). You can find the charge by adding the product(s) to the basket and selecting your delivery destination.

Do you ship goods to destinations outside of the UK?

Some of our retailers do offer international shipping, although not all of them. The quickest and easiest way to find out whether they do is to add the product to the basket and then select your delivery destination accordingly. The cost will be displayed if the retailer does ship to that destination or you will be advised if they do not.

Do you offer a next day delivery option?

Some retailers do offer next working day delivery, although not all of them. Add the item you wish to purchase into the shopping basket where the estimated time scale (and cost) for delivery is displayed. The time-scale field may be a drop down menu with several options, if next day is available then it will be an option, once you make a selection the shipping charge will change automatically. If the time-scale information is not a drop down box, then the retailer supplying your goods does not offer a quicker means of delivery.

What is VAT?

VAT is a statutory tax in the UK and EU. This is automatically removed for goods being delivered outside the European Union. For orders shipped to destinations outside the EU the delivery may be subject to local sales tax or import duty. Orders shipped outside the EU but paid for with a card registered to an address within the EU are subject to VAT.

Can I nominate a date or time for delivery?

It may be possible to nominate a day (but not a time), however you cannot do this whilst ordering online or over the telephone. Once your order is confirmed you will receive an acknowledgement email containing the retailers contact details. You should contact them directly to discuss a mutually convenient delivery date. Whilst retailers will do their utmost to meet your requirements, this cannot be guaranteed.

Post-Sales

Can I make changes to my order?

If you have not yet checked out, you can easily change the quantity of an item by going to 'view basket', change the quantity and 'recalculate'. If you wish to change the size or colour, change the quantity of the item to '0' and recalculate, then continue shopping and add the correct size or colour to the basket.

If you have already checked out and the order has been placed, you will need to contact our Customer Care team at customer.care@shoppingbank.com to amend the order. We cannot change sizes and colours easily, so it may result in your original order being cancelled and placed again.

How do I find out how my order is progressing?

You should contact the retailer directly to determine the status of your order. The retailer's phone number and email address can be found in the email acknowledgement of the order. If you did not receive the email or do not have an order number please to inform our customer services, and they will locate the retailer’s details for you. You can also track your order online if you know your email address and order number. Click here

I contacted the retailer about my order and they said they cannot find it, what should I do?

If you have just placed your order with us and contacted the retailer to confirm receipt, but they don't have any record of your order, don't worry, they just haven't downloaded the order from our back office system yet. Please don't replace the order with the retailer; otherwise you may end up with duplicate shipments.

If however the order was placed at least 24 hours previously and there is no record, please contact us immediately at customer.care@shoppingbank.com to investigate.

What is the returns policy?

We want you to be satisfied every time you shop with us. If for any reason you are unhappy with the goods purchased you may cancel your order and return the goods to the retailer within 7 working days from receipt of the goods, you will receive a refund within 30 days of cancellation. It is your responsibility to take care of the goods before returning them, and they must be returned in a state where they can be resold. We will not accept return of:

• Fresh / disposable / perishable goods (e.g. flowers or fresh foods)
• Sealed audio / video / DVD recordings or computer software which have been opened
• Goods made to the customer's personal specifications
• Pierced earrings / body jewellery

Most retailers will provide returns information in with the delivery note/invoice. Where you wish to return goods and do not have returns information, you can contact Customer Care for the returns address of the particular retailer(s) you ordered from. Whichever way, it is vital that you enclose a covering letter with the return detailing your name, full address, order number and reason for return (please also specify whether you require an exchange or refund). We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt.

Do I have to pay for returns?

Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning goods to the retailer. If however the goods are faulty then the postage costs will be refunded.

How can I make changes to my address or email address?

Please email any order detail changes to customer.care@shoppingbank.com.

What if I haven't received my goods in the specified time-scale?

Once your order has been placed with us, all contact regarding the order and/or individual products should, in the first instance, be made direct to the relevant retailer for that product. The retailer's phone number and email address can be found in the email acknowledgement of the order. If you did not receive the email, please contact us and our Customer Care team will locate the retailer’s details for you.

Cashback

How do I earn Cashback?

You can earn Cashback on all our products providing you check out using the ShoppingBank basket.

Information about the specific value you can earn on purchase of the item is displayed on the “more info” page.

To earn Cashback you must set up your Cashback account by registering for FREE at www.myshoppingbank.com.

In order to earn your Cashback, it is vital that you use the same email address to checkout in ShoppingBank.com that you use to log in to MyShoppingBank.com.

Register at MyShoppingBank.com now and start earning Cashback.

Read our full Cashback terms and conditions.

Security

How do I know my details are secure?

Transactions that involve your personal information (like credit card numbers) are performed securely using our SSL secure mode. You can verify you're in secure mode from the URL at the top of your browser: https:// - the "s" means "secure" and that the server is encrypting all data over the connection. Normally you will also see a padlock displayed in the lower right hand corner of your browser. Double clicking the padlock will give you more details on our security certificate.