FREQUENTLY ASKED QUESTIONS

-How do I check my order or delivery status?

You can track your order by following the link in your Confirmation email.If you have not received a Confirmation email, you can also check the status of your order via the Order Tracker page. Simply enter your order number, then click ‘Track Order’ to open the page displaying your order details.
For rules and restrictions on returns, please check our return policy.

-How Do I Return My Products?

You can return your online order within 10 days of receiving your order.(check returns & refunds) When returning your online order, choose one of the drop off points from the carrier you want to use, send us an email at:freeshoppingtherapy@gmail.com and ship your item to:

FreeShoppingTherapy
Coleridge Way 67
West Drayton GB
UB7 9HR.



-Why is my order late?

We always aim to deliver your order within our 5-30 days, but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:

Your order was shipped during our sales and promotions season (high demand).
You ordered more than one product. In exceptional circumstances, your order may arrive in different packages and on different dates.
Your order was placed during a public holiday or a local public holiday. Our main warehouse is in Asia, and this is home for each and every one of our products.
There were unpredictable circumstances beyond our control.

To find the current delivery status of your order click the link track the status of your order.


-What is the warranty on my product(s)?

Quality is paramount to us. We thoroughly test all our products in real-life conditions to make sure they are in the best possible position to stand up to the uses they were designed. But it’s an inevitable reality that products can get damaged on their way to the buyer.

If a product you purchased from our online shop has a quality issue and you want to return it, then follow our return procedure, stating ‘damaged upon arrival’. Once we have received the item(s) our quality assurance department will inspect it.

You will be refunded if our assessment shows that the product was damaged during either the manufacturing process or if they are in a different condition to how they are supposed to come from the factory. From here we will be in contact with you to replace an item, free of charge, or refund you.

We cannot compensate for products that were damaged for other reasons, including damage by negligence, misuse or wear and tear. We cannot compensate if the product was bought from anywhere other than our Online Shop.

Please note the life expectancy of a product depends on the individual using it; their characteristic wears pattern and the conditions in which it’s used. Products damaged by normal wear and tear, or products that have exceeded their reasonable lifespan, will be not replaced.


-How long does delivery take?

The time your order takes to be delivered varies depending on the type of products you order, your delivery address and the delivery method you choose. During sale and promotion, periods delivery might take a little longer than expected.

• Delivery time 5-30 Days
• Dispatched by Oberlo, Receive your order by e-packet
• UK Standard Shipping £5.5
• International Standard Shipping £7.5
• Free for orders above £70

-Mixed orders

In the case of mixed orders containing more than one product, we’ll send the standard product first, followed by the second and third product. This way your full order isn’t slowed down.

Ordering and payment

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.


Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service or Privacy Statement.


Can I get a VAT invoice?

It is not possible to get a VAT invoice. However, the VAT amount and rate of your purchases are stated on your invoice.

Which payment methods do you accept?

We accept the following payment methods:

• MasterCard
• American Express
• Debit Cards
• Visa
• PayPal
• Apple Pay

Can I cancel my online order?

You can cancel online orders, entirely or partially, within 15 minutes of placing it.

How:

Open the email we sent you to confirm the order to find the order number.
Go to the order tracker.
Copy and paste your order number into the ‘Order number’ field and hit ‘Track order’.
Click ‘Cancel Items’.
Select one or more of the products you would like to cancel and select a cancellation reason for each item.
Click the ‘Cancel Selected Items’ button to confirm.
Once your cancellation has been processed (within 2 - 4 hours), we’ll send a confirmation email to the address you used to place your order. You will receive a refund for the cancelled products.


How do I manage the content of my shopping bag?

Go to the shopping bag icon at the top right corner of any page. From there you can manage the content of your shopping bag.

To delete a product, click ‘Delete’ below the specific product.
To change the quantity of a product, click the product quantity box and select the number you want to order.


Can my delivery and billing address be different?

Yes, your delivery address can be different from your billing address as long as both addresses are in the same country.

All you need to do is untick the box that says 'My billing information is the same as my delivery information’ and then you can enter your correct billing details.


Why is my online order cancelled?

Sometimes we have to cancel orders. This can be due to a number of reasons, including:

Stock availability. It is most likely that your size ran out of stock before we could process your order.
Payment issues. Your payment did not go through or we were not able to verify your payment details.
Delivery address issues. You may have accidentally entered an incorrect or incomplete delivery address which we couldn’t process.
You are not charged for cancelled products. If your order, or part of it, is cancelled, you will be refunded for the cancelled products.


What emails will I receive regarding my order?

Typically, we’ll send you 3 emails when you order; the order confirmation, the shipment confirmation and the invoice. These tell you when you’ve successfully placed your order and when the order has been shipped (with a tracking code), and supply you with an invoice for your records.

There are 2 situations in which we’ll send an additional email; when you return an order and when you cancel it.

We’ll email to confirm receipt of your returned order. If it meets the requirements of our Return Policy we will refund the order within 14 business days. And we’ll email to confirm if you fully or partially cancel your order.


How do I find the product I’m looking for on the website?

You can find all the products on our site through a simple search. Either enter the product name or number in the search bar at the top left of the page or search by product or brand on our navigation menu.

After searching, you can refine, customise, and organise your results in the “Your Cart”’ menu on the right side of the screen, then add the items you want by clicking ‘Add To Bag’.


Will I receive a copy of my invoice?

Yes, we will email you a copy of your invoice. You should receive it shortly after you get your shipment confirmation email.



How do I know if my order is processed?

You will receive an order confirmation email when your order has been processed. This confirms that your order has been placed successfully.

You can check the status of your order by visiting the [order tracker.] This will tell you at which stage of the delivery process your order is.


How long after receiving my confirmation email will I be able to track my order?

After you receive your shipment confirmation email, it can take up to 24 hours before you will be able to track the package online. This is because your carrier needs to scan your package before you can track it. It can take slightly longer if there’s a weekend in between


Why can't I find my order in my order history?

It may be that you placed your order using the guest checkout option. In this case, the order is not associated with a registered account. However, you can still check the status of your online order by using the order tracker.


Do I need to create an account to buy from your online shop?

No, you don't need to have an account to place an order. Having an account can save you time during checkout as it saves your address details, but it’s not necessary if you want to place an order.

If you didn't find what you want, please send us a message, visit contact us page.