FAQ

Angel Clothing Frequently Asked Questions (FAQ)


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Section 1 - Ordering, Delivery & Payment

Section 3 - Visiting us -
Section 4 - Registration, Login and Payment Problems
Section 5 - Privacy
Section 6 - Other Questions

Section 7 - Christmas Delivery Information

  

Ordering, Delivery and Payment

1.1 How much does shipping cost? Shipping costs depend on the weight of the item(s) ordered. You can check this by adding the item(s) to your shopping cart and clicking the "Estimate Shipping" button to bring up a shipping estimate page. If you're outside the UK you'll either need to be logged in or select your home country from the country list and click "Update" on the estimate page to get an accurate quote. Certain light but valuable or bulky items may cost more to ship - see individual item pages for details. You will always be able to see the exact cost of shipping before you pay.
1.2 How long will my order take to arrive? Most orders are dispatched same day if ordered before 2pm (Working days not weekends or bank holidays). Some articles may need to be transferred from our warehouse which can result in a slight delay to items being dispatched, If we do have any issues with your order we will be in touch as soon as possible. If you require an item by a specific date, please state this in the 'special instructions' box during checkout and we will endeavour to expedite the item for you.

In the UK we dispatch by Royal Mail 2nd Class or Royal Mail 1st Class Signed For depending on the option selected during checkout - this has a projected delivery time of three working days for 2nd Class or two working days for 1st Class Signed For deliveries.

Special Delivery Next Working Day is available to all UK destinations on deliveries up to 1.9kg - please select this during checkout, this is a next working day delivery by 1pm - you will need to order by 3.30pm the previous working day to have your order arrive the next working day. Orders placed on Friday may arrive on Saturday or Monday depending on Royal Mail - if you require a Saturday Guaranteed Special Delivery please contact us to arrange this - a £3 surcharge will apply, this will be added to card payments or invoiced to your PayPal account. Orders over 1.9kg use Parcelforce 24 instead of Special Delivery - this should still arrive the next working day but may be later in the day than Special Delivery. Please note that Parcelforce do not deliver on Saturdays - if you require a Saturday delivery of an order exceeding 1.9kg in weight please contact us for assistance.

High value and bulky orders may be sent by Courier delivery to UK addresses at no extra cost at our sole discretion - a signature will be required on delivery. Courier delivery times vary but are typically 2 working days for UK addresses - if you need a more urgent delivery we can normally upgrade to 24 hour delivery at no extra charge - please contact this if you require this service. Please note the couriers do not deliver at the weekend so an order placed on Friday will normally arrive Tuesday or Monday if urgent delivery is requested. Certain items that are too long or large for Royal Mail will automatically be sent by Courier and charged for accordingly.

Overseas orders are sent by Untracked Airmail, Royal Mail Tracked, Trakpak Tracked Delivery or Courier Delivery depending on the option selected during checkout. A signature may be required on receipt. Delivery times will vary depending on Destination Country but are typically 1-2 weeks. Imports into your country may be subject to import duty if you are not within the EU. You are liable for any duties that may be imposed unless we arr sending the delivery DDP (Delivery Duty Paid)

Please also check our shipping information page for additional help.

Please note regardless of the shipping method used, all shipping times are approximate and subject to factors beyond our control.

1.3 What should I do if my order hasn't arrived?

If your order hasn't arrived, if you have tracking information please check this first - it's possible a delivery was attempted and your order is now at a location awaiting collection.

If the order hasn't arrived after two weeks from the date of dispatch or the tracking has updated as delivered but you haven't received it, please contact us immediately so we can investigate.

1.4 What should I do if I need an item or items urgently? The best thing to do is to phone us directly on 02392 815413 during office hours. We can then check stocks and advise as to whether we can help. If you're unable to reach us during office hours please call the out of hours emergency number 07815 049645 or state you require the items urgently (and the date you require them by) in the 'Special Instructions' box when ordering. Please choose the Special Delivery or Courier 1/2 Day option during checkout if available for fastest delivery to UK addresses - if you are ordering on a Friday using Special Delivery and require delivery on Saturday please contact us to arrange payment of the Saturday delivery surcharge.

For overseas destinations always use Trakpak / Royal Mail Tracked the Courier Delivery option if you require the item urgently as in addition to tracking these orders get priority handling in the UK's and other countries postal systems.

Please note regardless of the shipping method used, all shipping times are approximate and subject to factors beyond our control.
1.5 How can I make sure I order the correct size? You can check our clothing size and boot size charts for guidance. Individual items may also have their own individual size conversion charts as well. If you're not sure what size you should order, email angelclothing@gmail.com with the item(s) and your measurements and we will try to help. See the next section if despite this an item doesn't fit and needs to be returned.
1.6 How can I pay? We accept all major credit and debit cards (except American Express) and PayPal. Cash (Pounds Sterling, US Dollars or Euros only) may be sent at your own risk by prior arrangement - we strongly recommend some type of secure postage for cash. Payment by direct bank transfer is also possible - contact us for details.

UK customers ONLY may pay by postal order - again contact us for details. Sorry we no longer accept cheques.
1.7 Why can't I add a particular size and/or colour item to my shopping cart? Our stock control system is fully dynamic, if a particular size and/or colour of an item is not currently available or has temporarily sold out, the system automatically prevents you from adding it to your cart to avoid disappointment when we cannot send it to you. Please note that if you add an item to your cart and it sells out before you checkout, our system will remove the item from your cart as it's no longer available.
1.8 Why did my shipping go up so much when I added another item to my order? Due to Airmail weight limits, any delivery over 1.9kg has to be sent by Courier. This tends to be much more expensive than Airmail, especially to certain destinations. It may be more cost effective to split your order into two or more orders for shipping - just place separate orders to do this.
1.9 I'm outside the EU. Can you declare a lower value on the Customs label or label it as a gift so I don't pay import duty? Sorry, we are unable to do this. If your customs authority suspects or discovers that the goods in your order have been misdeclared they are entitled to seize and destroy them without notice or compensation. To avoid this possibility we always make an accurate customs declaration when exporting outside the EU. It may be more cost effective to make multiple smaller orders rather than one big order depending on the allowance your country gives before imposing duties but this may of course result in higher shipping costs.
1.10 Can I have tracking on my delivery? UK Customers, please choose 1st Class Signed For during checkout - you should receive then receive tracking automatically from Royal Mail, Parcelforce or ourselves on dispatch of your order. Overseas customers please select the either the Royal Mail Tracked or Trakpak Tracked Delivery option during checkout. Courier deliveries include tracking at no extra cost.
1.11 Why are certain items available to UK customers only? This is for various reasons - some items are literally too heavy for normal couriers to deliver (such as certain bulky furniture) and we are unable to make arrangements to deliver them outside the UK. Some items are prohibited from airfreight such as nail polish due to safety restrictions. Replica guns are not sent outside the UK as when X-rayed, they can look like real firearms causing security alerts. Other items are simply too long for Airmail size limits and courier delivery is not cost effective for the value of the item.
1.12 Why don't I see an "Untracked Airmail" option for my overseas order? For certain destinations, it's actually cheaper to send anything over a certain weight by Trakpack Tracked Delivery rather than Untracked Airmail. Since this option is faster, cheaper and more secure with full tracking we opt not to offer Airmail under these circumstances as it is either the same price or more expensive.
1.13 I'm looking at some boots. Some sizes are in stock, some sizes are available on custom order but the size I want is not even listed? If the size you want is not showing at all, it means that we do not have any stock available in our warehouse and the supplier also does not have any stock available. To avoid disappointment when we cannot supply you, these sizes are temporarily removed from the item. Once stock becomes available again they will show as in stock or custom order as appropriate.
1.13 How do I enter a discount code?

When you go to the checkout page enter your code in the box marked 'Gift card or discount code' and hit the 'Apply' button.

If you are on a mobile device, tap 'Show order summary' at the top of the screen to show the box, enter the code and tap the arrow icon to apply it.




Visiting Us

3 Can I visit the shop?

We are currently closed to the general public for browsing, click and collect is available Monday to Friday.



Registration, Login & Payment Problems

4.1 I'm having problems registering? Please click here to open a new blank registration window and try filling in the form again. If you still cannot register please either email your Name, Address, Telephone Number, Email (and preferred password if any) to angelclothing@gmail.com or telephone us on 02392 815413 (+44 2392 815413 if outside UK) and we will set up an account for you.
4.2 I'm already registered but can't login? Make sure you're using the same email you registered under to login with. If you've forgotten your password, click the "Forgot your password?" link under the login section to request a new password. If you're still having problems email us at angelclothing@gmail.com with as much information as you can about your account and we will try to help. Please note for security reasons we are unable to retrieve passwords directly.
4.2 I'm having trouble paying? If you're having problems making payment, please try switching from card to PayPal payment or vice versa - often if there's an issue with one payment method the other will work. For card payments, please double check the card number, expiry date and security code are correct. For PayPal payments please make sure the funding source for your PayPal account is working and the details are up to date - it may be easier to transfer sufficient funds into your account in advance to cover your purchase and pay using your balance if you are having issues. If you are using PayPal Express checkout, please make sure the information in your PayPal account is 100% complete and up to date - if your name and address are incomplete this can cause issues during checkout - try using our standard checkout and selecting the PayPal payment option if Express checkout won't work. If you are still having issues, please call us on 02392 815413 during office hours. or email us at angelclothing@gmail.com.


Privacy

5 What is your privacy policy?

Angel Clothing holds certain information on customers in order to efficiently process orders and deal with queries. This includes, but is not limited to information such as Name, Address, Telephone Number, Email addresses and other information of this nature. This information is kept private and is not shared with any third parties except as necessary to effect delivery of your order.

We never share your information with any other businesses for any other purpose apart from delivery, and will only contact you in relation to your orders with the information you supply for this purpose.

We will only send you a newsletter when you sign up for this service on registration with our website. To unsubscribe follow the link in your email confirmation or email us at angelclothing@gmail.com with the subject line "Mailing List Removal". You can access our full policy statement here.



Other Questions

6 I have a question that's not answered here? Please email us at angelclothing@gmail.com for assistance.


Christmas Delivery Information

7 What are the last shipping dates for Christmas? It's best to order as early as possible. The last posting dates for various locations are at the bottom of this page

 

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