FAQ

Here are the answers to just some of the questions we’re often asked by our customers.

If you’ve got a question that isn’t below, call our customer service team on: 0333 311 0200

Delivery

  1. Is there a shipping cost?
    No, we do not charge for delivery. We deliver to all mainland UK locations and Northern Ireland.
  1. When can I expect my order?
    Deliveries take 2 -3 working days, exact delivery times are not available.
  1. Who will deliver my order?
  2. All orders are sent by Royal Mail.

Ordering

  1. How can I pay on the site?
    We accept All Major Credit and Debit Cards.
  1. Is the online payment system secure?
    We take security very seriously our payment gateway is PCI Level 1 compliant.
  1. What happens to my order if my Internet connection is suddenly lost?
    If this happens, provided you were logged in at the time your items will still be in your shopping basket when you return to the site.
  1. Can I place an order over the phone?
    Unfortunately, we are unable to accept telephone orders.
  1. How can I get a VAT receipt?
    If you require a VAT receipt please email accounts@netpay.co.uk stating that you require a VAT receipt and we’ll arrange one for you.
  1. What are your contact details?
    You can call us on 03333 311 0200; Email us at customer.service@netpay.co.uk or write to us at: NetPay Merchant Services Limited, 4 Royal London Park, Flanders Road, Hedge End, Southampton, SO30 2LG

Returns

  1. What if I no longer want a product?
    As a consumer you have the right to cancel any order within 14 days, from the day after the date on which your order is delivered. We will process the refund due to you within 14 days of the cancellation date or on receipt of goods (or evidence of a return). You can contact us to inform us of the cancellation by phone or email. We will provide you with a returns number and arrange to pick up the goods from you, or you can return them at your own cost.

    Provided the product is returned to us in accordance with the above and in the same condition as it was when delivered to you, we will refund the price of the product in full, including the cost of sending the product to you. However, you will be responsible for the cost of returning the products to us.Please be aware that at our discretion we can withhold refunds until the product is returned (or evidence of return is provided). We also have the discretion to reduce the amount of money refunded for a product returned which show evidence of use beyond the handling necessary.

  1. What if an item is missing from my order?
    If there’s a product on the delivery note that’s not included in your package, contact us within 14 days. We’ll investigate straightaway and advise the most appropriate way to resolve the shortage.
  1. What if you send me the wrong item?
    If we accidently get a product in your order wrong, just contact us within 14 days and we’ll arrange to collect it from you. We’ll then send you the correct product, or refund you if you prefer.
  1. What if an item is damaged on arrival?
    Every product you buy from us should reach you in perfect condition. If this is not the case, contact us within 14 days and we’ll arrange collect it from you. We’ll then offer a replacement or credit you.
  1. How can I exchange a product?
    We don’t currently offer an exchange service. However, as a consumer you have the right to cancel any order within 14 working days of receipt of the goods and receive a full refund. Firstly, you need to contact us within 14 days and return the item in the same condition in which you received it. We’ll then refund you and then you can reorder another item to replace it.

My Account

  1. What if I can’t log in?
    If you’re having problems logging onto https://shop.netpay.co.uk, here are a few things to try:

    Close your Internet browser, re-start it and then press Ctrl + F5 on your keyboard. This will clear your browser for a fresh start.

    If you’ve Lost Password, you can request a re-set.

    If you still have any problems, please call our customer services team on 0333 311 0200 for assistance.

  1. What happens if I forget my password?
    If you forget your password, go to the Lost Password Then just enter the email address you used to register with the site, and we’ll email you a new password.