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Troubleshooting FAQ

The following is a list of common questions we get asked about the ordering process...

  • I want my order gift-wrapped but I can't find where to order this?

All our gift orders are gift-wrapped with a bow & have a gift tag with your message included for free.  For children's gifts we ask you for the child's age so we can wrap your gift in age-appropriate giftwrap. 
If you are ordering for yourself & gift-wrapping is not required then tick the "Not a Gift" box at checkout.

  • I have ordered a gift.  How do I make sure an invoice is not sent with the order?

We will only send an invoice/receipt with your order if you tick the "Not a Gift" box at checkout and the billing and shipping addresses are the same. 

  • Help! I can't find the checkout button.

If the checkout button is not at the bottom right of your shopping cart then you probably have an item in your cart which is available with various colour/style options & the order system is waiting for you to choose your preference before continuing.   Click on the blank box beside the item in your shopping cart & choose from the available options, then click the "Update" button.  The checkout button should now appear. 

  • I ordered & paid for an item but now it is showing as out of stock - will I still get it?

Stock availability on our website is managed automatically, so when you click on the "submit order" button the stock level is automatically reduced.  If you place an order for an item & we only have 1 left in stock then it will show as "out of stock" after your order has been placed. 

  • I got to the order payment screen but it was blank & I didn't get asked for my credit card number.  How do I pay for my order?

From time to time our payment gateway needs to go offline for system maintenance & upgrades.  If the credit card payment screen does not appear after clicking on "submit order" then our payment gateway server is probably temporarily offline.  Don't worry, we send you an order summary email when you click on the "submit order" button & we provide a link to the payment page in this email just for these situations.  Allow a short time for the server to get back online then follow this link to pay for your order.  If in doubt you can always telephone us & give us your credit card details directly. 

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