Questions and Answers
Is it safe to order online?
Yes. We are a member of "Verified by Visa" and "Secure by Mastercard", providing additional security when using your payment cards online.
We use industry-standard encryption systems for potentially sensitive information such as your name, address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.
How do I know that you have received my order?
After you hit the Submit button you will receive a message confirming the Order ID. You will also receive an email as confirmation that the order has been placed. Please allow up to 30 minutes for this email to arrive. A second email will be sent once your order has been completed by our warehouse.
Can I make changes to my order?
Unfortunately, once you’ve submitted your order it is not possible to amend any details of the order. If you change your mind about a product please refer to our Returns Policy for information on ‘How to Return’ products.
Can I cancel my order?
Unfortunately, once you’ve submitted your order it is not possible to cancel it. If you change your mind please refer to our Returns Policy for information on ‘How to Return’.
Can I exchange an item?
Yes, we can exchange items. All items must received in their original packaging and labeling and must be received in its original condition. Envy Store will not pay for the return postage. That cost must be borne by the customer.
YOUR RIGHTS
If you no longer wish to receive marketing information from us you have the option of ‘opting out’. Clear instructions on how to opt out of each area will be detailed specifically (for instance at the bottom of our e-newsletter your will have the option ‘To unsubscribe from our emails or alternatively, please let us know in writing.
I've received an incorrect or faulty item?
Please return the item to us following the same procedure as in ‘How do I return an item'. If you are returning all items ordered place a note inside the parcel stating the reason for the return, and you will be refunded the delivery costs as well as the item.
DELIVERIES
Where do you deliver to?
We deliver to the UK and most countries in Europe (see below), as well as the USA, Canada, Australia, New Zealand, Turkey & United Arab Emirates
Rest of Europe - We deliver to the following European countries:
Austria, Azores, Bulgaria, Belgium, Corsica, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Liechtenstein, Luxembourg, Malta, Madeira, Monaco, The Netherlands, Poland, Portugal, Romania, Slovakia Republic, Slovakia, Slovenia, Spain, Spitsbergen, Sweden.
If your country is not listed above then please contact Envy Store at envystoreuk@mail.com
Please contact us to obtain delivery rates for your country at envystoreuk@mail.com
How much does delivery cost?
For deliveries to England, Scotland and Wales we offer a free standard delivery service. You will receive your items within 5 days of placing an order. If you would like an alternative delivery option then please refer to our DELIVERY page. Please note Recorded First Class delivery prices are based on the number of items ordered.
Can you deliver to a different address than my billing address?
Yes. This can be another residential address.
RETURNS
What is your returns policy?
We hope that you will love everything you buy from us, however if this is not the case, we promise to refund items you are unhappy with when you return it to us in a saleable condition within 7 days of the date shown on your dispatch note. For hygiene reasons, some products are non-returnable. This is indicated in the product description. When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags. There is a 25% handling charge for the return of goods. This will be deducted from your payment.
How do I return an item?
To return items we ask that you follow the steps below:
- Log into your account online.
- Click on 'order details'
- Select the relevant order and click on the item(s) you want to return
- Choose a return reason and click 'return'
- Repack the item in its original packaging with labels and tags still attached.
- Please include your returns note inside the parcel.
- Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting. Please ensure the delivery method includes Signature to be provided by the receiver.
- Keep your certificate of postage safe as your will need this as your proof of return.
- Please send the items to
Envy Store
Wayside
Elm Close
Farnham Common
Buckinghamshire
SL2 3NA
If you receive a faulty item and would like a refund or a replacement please state the fault on your returns note which you need to include inside the returned package.We will then examine the returned product and will notify you of any refund you are entitled to via email within a reasonable period of time.
How long will my refund take to be processed?
If you would like to return an item, we will refund you within 30 days of the day that we email you to confirm that you are entitled for a refund. Please note, this is provided that the product returned is received back to us within the 7 day returns period or is faulty.
Faulty products returned by you will be refunded in full. We do not refund you the postage cost of returning the item.
PAYMENTS
How can I pay for my order?
We accept the following payment cards: Visa, Visa Debit, Mastercard, Solo, Maestro and Electron through PayPal payments.
Can I pay by personal cheque?
Yes, we do accept payments by cheque from UK customers only. Place your order and contact us to let us know you wish to pay via cheque. Please make the cheque in GBP payable to Envy Store and post to our address:
Envy Store
Wayside
Elm Close
Farnham Common
Buckinghamshire
SL2 3NA
Please print out your order details and send it together with the cheque. We accept payments by cheque from UK customers only. Once payment has cleared we will send out your item(s).
Which currency do you use?
We use British Pounds (GBP) and all prices on our site are shown in this currency. Payments are also taken in GBP Sterling. If you are purchasing from outside the UK the GBP price will be converted to your own currency by your card processor.
PROMOTIONS
How do I use a Promotional Code?
At the Checkout stage, enter your Promotional Code into the Promotional Code box and click 'Recalculate Total'. If the code is valid your discount will be applied.
I forgot to use my Promotional Code?
Unfortunately, we are unable to manually enter discounts after the order has been completed.
PRODUCTS / STOCK
I need more information about a product?
We aim to give as much information under the product descriptions as possible, however if you have any further queries please contact Customer Services at envystoreuk@mail.com and we will try and assist you further.
Will you be getting more stock in?
Please contact Customer Services at envystoreuk@mail.com with the item code and / or name and we will try and find out if we will be getting more stock in.
There was a particular product on your website I ordered last time, but I cannot seem to find it, can you help?
If you having trouble finding a product it maybe out of stock. Please contact us by email on envystoreuk@aol.co.uk
Do you have a size guide?
Yes. View the size guide.
Do you have a catalogue?
No, we do not print a catalogue.
Can I pre-order an item?
No, due to the exclusivity and quick turnaround of our stock you are unable to pre-order anything. If you require an item please make an enquiry and we try to assist you with your order.
How can I contact you?
Please email envystoreuk@mail.com We aim to respond within a maximum of 48 hours (Monday-Friday).
Q. Is there a minimal amount I need to spend with Envy Store?
No, there is no minimal amount you need to spend.
8. WHAT ARE MY CANCELLATION RIGHTS?
In addition to our returns policy, you can cancel your contract with us at any time within 7 working days beginning on the day after you receive the product(s) which are subject to the contract (“cooling-off period”).
To cancel your contract, you must notify us in writing within the 7 day Cooling-Off Period to:
Envy Store
Wayside
Elm Close
Farnham Common
Buckinghamshire
SL2 3NA
You must then return the products as outlined in accordance with ‘How do I return an item?’. Notification of return of your products via the online procedure will not constitute notification of cancellation of your order for the purposes of your statutory rights to cancel the contract. Please note that in order to cancel your contract, you must return all the products that were covered by the order. You must take reasonable care of the products that you wish to cancel and not use or wear them. If you cancel your contract with us, we will refund the amount due to you within 30 days of the day you have given notice of your cancellation.
References in this Returns Policy to: "we" and "us" are to Envy Store; "Products" are to products listed on our website www.envystoreuk.co.uk ("Website"); and "Contract" are to the contract between you and us in respect of the sale of Products via our Website. Each time you make a purchase of Product(s) via our Website, you enter into a Contract with us. If you buy a number of Products in one order to be delivered to the same address, the Contract shall cover all the Products in that order. If you order Products to be delivered to different delivery addresses, there shall be a separate Contract in place in respect of each delivery address and each Contract shall cover all the Products being delivered to that address. For further information about the Contract, please read our Terms and Conditions.
TECHNICAL HELP
I have forgotten my password
On the login page, click the 'Forgot your password?' link by the login button and follow the instructions. If you continue to experience problems please contact Customer Services at envystoreuk@mail.com
I have changed my email address
Log in to your account using your old email address and password. Click on ‘Edit Email Address/Password’ under ACCOUNT DETAILS. Make your changes and press CONTINUE.
I am having problems when entering my payment card details
Firstly, make sure that you have put in the correct details by checking all information carefully. Contact your bank to ensure there are no problems with the card. After this, please contact Customer Services at envystoreuk@mail.com with details of any error messages received and we will investigate further.
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