Frequently Asked Questions (FAQ's)
We aim to assist all our customers, and in order to save time and make it easier for you; here is a list of some of the most common questions sent to Retail Journey's Customer Support team. You can always contact us if you are still unsure by emailing us or using the contact form onsite.
Shipping & Delivery
For UK Delivery’s, we will normally deliver goods within 2-3 working days of dispatch. Delivery will be completed when we deliver the Products to the delivery address given in the order. International Deliveries may take longer. Delivery’s to Europe normally take between 5-7 working days and Worldwide delivery is expected to take 7-10 working days.
Privacy & Security
We will not sell, rent, exchange or give your email address with anyone for the purpose of sending you marketing emails.
We do not disclose your contact information to any third parties other than for order processing, delivery and customer service or feedback purposes unless we have your permission or are required by law to do so. We are totally committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We may send you follow-up emails from time to time, however you may opt out of receiving such emails by using the unsubscribe link at the bottom of any such email.
Returns & Replacement under the Consumer Contracts (Information, Cancellations and Additional Charges) Regulations 2013
If you are an EU customer, you have the right to cancel your contract at any time up to fourteen (14) days after the day on which you receive your Order. If you place an Order for several Products and they are delivered separately then your fourteen (14) days will start the day after you receive the last Product on your Order. If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage. For more information on how to do this, please see our Returns Policy in addition to our Refunds Policy.
If you are a Non-EU customer, then these legal rights do not apply to you. However in the event that you do not wish to keep your Order, you need to send the goods back to us within fourteen (14) days after the day on which you receive your Order. If you cancel, you must return the goods within 14 days of cancellation, complete with the original packaging to us and/or our supplier (or any other UK address specified by us), at your own expense. You must ensure that the goods are packaged adequately to protect against damage. Please note that we will not refund the original delivery charge or any applicable local customs duties charged to you by your local customs authority. Certain countries permit refunds of customs duties paid on Products you subsequently return. However, you will need to apply to your local authority to process that. For more information, please see our Returns Policy in addition to our Refunds Policy.
You will be guided through the process of placing an Order by a series of simple instructions on the Website. The technical steps to place your Order and create a contract of sale between you and us are, as follows:
a) Select the desired goods
b) Confirm by clicking the button "add to cart"
c) Check the details in your shopping cart
d) Pressing the button "Proceed to Checkout"
e) You place an Order on the Website by pressing the 'Buy Now' button at the end of the checkout process
f) We will send you an email acknowledgement confirming your Order which will detail the Product(s) (including their Product Descriptions) that you have ordered. This email does not constitute an acceptance of your Order by us.
g) As your Order is shipped by us we will send you a despatch confirmation email. Upon sending this email, your Order will be taken to have been accepted by us unless we have notified you that we do not accept your Order, or you have cancelled it.
h) Subject to us having accepted your Order, we will then arrange for delivery of it to you at your nominated address.
Payment Methods, Pricing & Promotions
You must provide full and accurate payment details (e.g. credit card, debit card or PayPal) at the point of submitting your order.
We currently accept Maestro, VISA, MasterCard, Visa Electron, Delta/Connect, PayPal and American Express and we use secure payment facilities for online purchases.
We only accept payment for Orders in pounds (£) sterling.
When you place an order with us by clicking the “BUY NOW” button or proceeding through and completing the 'checkout process', you are making an offer to buy goods which, if accepted by us, will result in a binding contract. We will acknowledge receipt of your order directly through an automatically generated e-mail (acknowledgment). This does not constitute acceptance of the offer. Receipt of payment from the customer's credit card also does not indicate our acceptance. Retail Journey reserves the right to return the payment to the customer if the offer is not accepted.
Once we have reviewed your order and checked product availability we will e-mail you again to confirm that we accept your order, No binding contract shall be created until the company has indicated its acceptance in writing or the company dispatches the goods to the customer (whichever shall occur first).
The company at its absolute discretion may accept or reject any order whether on account of the equipment no longer being available or for any other reason whatsoever.
In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this. You will not receive an e-mail confirming acceptance of your order, and there will be no contract between us.
If we discover an error in pricing of the Products that you order we will notify you as soon as possible using the contact details you supplied to us when placing your order. We will then give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to reach you within 7 days of our notice we will treat the order as cancelled. If you cancel, any payment made for the Products will be refunded in full. If you confirm, you must pay the difference before we despatch the Product.
If we are unable to supply a Product to you following our acceptance of your order as per clause 2.2 in the terms and conditions, we will notify you as soon as we can. If we cannot supply a Product you will not be charged for it and we will refund or re-credit your account with the amount of your upfront payment.
You can view your orders by logging in to your retail journey account, alternatively if your purchase was carried out as a guest, you can check your order by clicking the Orders and Returns link in our footer and completing the details as requested in our guest sales form.
Updating Account Information
Please log into your account in order to update account information.