FAQs

What is the delivery time & cost?

UK Mainland: Delivery is approximately 2-3 working days for. NI and ROI: Delivery is approximately 1-2 working days. We ask customers to wait 3-4 days before contacting us if not delivered. If you need a faster service (24 hour) please contact our sales team before placing your order online for further details.

Shipping charges for UK and NI: All orders totalling less that £100 in UK and NI will have a £5.50 delivery charge. Orders over £100 qualify for free delivery. This excludes larger items which require a pallet delivery service. 
Shipping charges for ROI: All orders totalling less that €115 in ROI will have a €5.50 delivery charge. Orders over €115 qualify for free delivery. This excludes larger items which require a pallet delivery service. Europe & Rest of the World: Delivery times may vary; however we ask customers to allow 10-14 working days. Shipping charges will be calculated at checkout. Pallet Delivery Charges:
Orders containing larger items e.g., Baths, tables, cages etc. require a pallet delivery. Our team will contact you regarding this via email, to arrange a suitable date for delivery. Therefore, pallets may take longer than the standard delivery time outlined for your country. United Kingdom: Pallet deliveries are charged at £49.95 to mainland UK and £29.95 for Nothern Ireland, whereas Highlands and Islands incur a delivery charge of £69.90. Delivery charge will be calculated at checkout. 
ROI: Pallet deliveries are charged at €34.95. Delivery charge will be calculated at checkout.

What should I do if I haven't received my package?

If you have not received your package within 2-3 working days, please check your parcel tracking. This will be sent with your dispatch confirmation email. If you still cannot locate your package using this information, you can contact our customer service team. Email: [email protected] or Phone: +44 28 2766 6879

What should I do if I received the wrong product?

If you think you have received the wrong item in your order, please contact our Customer Service team by email: [email protected] or Phone: +44 28 2766 6879.

How do I track my order?

You can check the status of your web order by logging into your online account then select 'Recent Orders and Order History'. Any recent orders you have made online will be displayed. All web and telephone orders receive dispatch confirmation via email which will include your tracking details for your order.

What is the return policy?

In the unlikely event that you are dissatisfied with your purchase, please follow our simple returns procedure. This can be found on our Returns policy page or click here

How much does it cost to return a product(s)?

When sending a return, the parcel is your responsibility until it reaches us. You are also responsible for the postage of the return parcel. We strongly recommend you send it recorded post. If you are returning an item as a result of a mistake by Christies Direct or for a faulty item within 30 days, we will refund the cost of postage for the returned item(s).

When will I get my refund?

Provided the goods are in their original condition and packaging and unused, we will issue a refund within 7 days of the item being received by us. This refund will be issued to the original method of payment.

Can I exchange my product(s)?

Goods returned within 30 days that are unused and in their original packaging can be exchanged. Please print and detail on the returns form which items you would like to exchange. To find our returns form click here. Please note exchanges are applicable for UK and ROI orders only. International returns will receive a refund.

How many days do I have to return my order?

Our returns period is 30 days from purchase. Faulty scissors must be returned with 7 days and faulty blades must be returned within 14 days. We are unable to accept returned books, DVDs and hygiene products.

When will I be charged? When placing your order online you will be charged when this order has been received by us. You will receive a confirmation email from us.

Do I need to create an account to buy from your online shop? No, you can checkout as a guest. However, we would advise creating an account as this then allows you to track the progress of your order and you can save your details for any future orders.

Can I get a VAT invoice?

If you have a valid VAT number, we can add this to your account manually, so you are not charged VAT on any of your orders. Email: [email protected] or Phone: +44 (0)28 2766 6879 Please inform us of you VAT number before placing your order, so you can receive VAT exempt pricing.

Which payment methods do you accept?

We accept most major credit/debit cards, including Mastercard, Maestro & Visa. You can also checkout via PayPal.

Can I cancel my online order?

Yes, provided your order has not been dispatched from our warehouse you can cancel your order. If you wish to cancel your order, you can contact us on +44 (0)28 2766 6879

Can my delivery and billing address be different?

Yes, you can enter a different delivery address when paying via credit or debit card. However, please ensure the billing address entered matches that of the card you have used. If paying via PayPal the delivery address will be linked with the delivery address on your PayPal account. You may need to change this on your PayPal account before placing this order.

Why is my online order cancelled?

Unfortunately, we may have to cancel an order due to a number of reasons such as shipping restrictions, suspected fraudulent activity, stock levels or if we are unable to contact you in regard to an issue with your order. We will contact you via email prior to cancelling any order.

Can I pre-order or reserve a product?

Unfortunately, we are unable to reserve or take pre-orders for any items on our website. However, if an item is out of stock you can set up a stock alert, you will then be notified by email when this item has been restocked. You can do this by clicking 'Request stock alert' on the product page of the item.

What emails will I receive regarding my order?

You will receive the following emails in regard to your order:

• Order confirmation email- to acknowledge we have successfully received your order.
• Order Dispatch email- containing your Track & Trace code.
• Order Invoice email- to confirm the details and amount paid for the items in you order.

Will I receive a copy of my invoice?

Yes, once your order has been invoiced by us, we will send a copy of your invoice to the email address provided when your order was placed. If you have paid via PayPal this will be the email address that your invoice is sent to.

How do I know if my order is processed?

You will receive an email from us once your order has been dispatched from our warehouse. Please be aware that in some cases this may end up in your 'spam' folder.

Where can I find my order number?

You can find your Order Number/ID on all the documentation and emails that we will send you. You can also log in online to your account and in the Order History section of your account you will be able to find the Order IDs of all your previous online orders.

How can I sign up for Christies Direct newsletters?

To sign up to our newsletter to receive exclusive deals and promotions, click here.

How do I reset my account password?

To reset your password, click here. All you must do is enter your email address and click "Reset Your Password". You should then receive and email from us to confirming you wish to reset your password.

How do I stop receiving newsletters or other marketing emails?

To unsubscribe from any emails, please log into your account, then click Email Subscriptions on the left navigation menu. You can then untick which lists you wish to unsubscribe from.

How do I create an account?

You can create an account by clicking here. Once you have completed this online form you can log into your online account.

How do I change my account settings?

Once you have logged into your account you can manage all your account settings by clicking the relevant option on the left had navigation of your My Account Page.

Where can I purchase a Gift Voucher?

You can purchase Gift Vouchers online in the Gift Vouchers Section. You can also purchase vouchers by phoning our sales team on +44 (0)28 2766 6879. If you would like a digital copy of your gift voucher, please add a note to your order in the ‘additional notes’ field at the basket stage of your order, and we will email them to you.

Why doesn’t my voucher apply the correct discount to my order?

On specific products our vouchers/discount codes cannot be applied due to restrictions placed on these products by suppliers. If a product cannot be discounted this will be outlined in the product description. The same type of discount code can only be applied once per order. For example, you can only apply one 10% off promotional code one an order. However, you can apply two different types of discount codes on the same order, for example you can apply a promotional voucher code and a gift voucher code on the same order.

What should I do if my voucher code isn’t working?

If it is the case that your voucher code is not working on your order, please contact us and we can investigate this and resolve the issue for you. Email: [email protected] or Phone: +44 (0)28 2766 6879

How do I request a replacement voucher?

We may be able to re-issue you with your voucher depending on the information you can provide us with, as long as your voucher is still valid, all T&C's apply.

What happens to my voucher in the case of return or cancellation of my online order?

If you have paid using a gift voucher in your order and you need to cancel or return your order, we will re-issue you with a new gift voucher for the same amount of credit.

Where can I submit a product review?

You can leave a product review on any product we have on our website. Click on the Reviews tab beside the product description, then submit your review. You can also review our products and services on our Trustpilot page. Alternatively, you can contact our customer service team on: Email: [email protected] or Phone: +44 (0)28 2766 6879

Where can I see upcoming product launches?

By signing up to our newsletter, we will send you news or updates of any new product or brand launches as well as information on promotions that we are running. You can sign up to our newsletter by clicking here.

How do I apply for a job or internship?

Christies Direct offer careers across several sectors including Marketing, Sales & Retail, Purchasing and Product Development If you are interested in starting or growing your career with us, you can apply through our Careers Website

What are you doing to ensure my data privacy?

Here at Christies Direct we are committed to protecting and respecting the privacy of your personal data. This privacy policy details how your data is collected and used. It applies to data collected when you use any of our websites, download our apps, when you interact with us through social media, email, or phone, or when you participate in our competitions or events we are associated with. To view our full privacy policy, Click Here