FAQ

Introduction to the FAQ section goes here.

How do I contact your customer services?

To track, get an update on the status or edit an order please email info@addict.co.uk.
You can also call customer services on +44 (0) 1250 877 060 | 10am - 5pm | Monday - Friday.

ADDICT Returns
GLD Ltd
Yard Road
Blairgowrie
PH10 6NW

 

What do I do if I receive a faulty or damaged item?

In the unlikely event that the item is sub standard or we have sent you the wrong product please email info@addict.co.uk your order number, your name and address, details of the product, reason for return and if you require a refund or a replacement. We will then send you instructions.

For refunds please allow 14 - 21 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.

We'll pay the shipping charges for the return of faulty or incorrect goods. These charges will be refunded to the card the order was initially placed with.

What payment methods does ADDICT accept?

We can only supply goods that are ordered through the addict.co.uk website or by telephone. All payments including all shipping, handling and packing fees must be made by either credit or debit card. ADDICT cannot accept any other form of payment such as cheques, postal orders or cash.

 

Are there other ways to order besides ordering online?

You can email us at info@addict.co.uk with instruction on what you'd like to order, your address and delivery details and we'll email you back with further instructions. Please DO NOT send any card details to us as we'll take them over the phone once we have created an order for you.

 

Do you have a size guide?

All our sizes and dimensions can be viewed on each product page. Just click the sizing tab to display the chart. 

 

Is it safe to use my credit / debit card online at ADDICT?

To help ensure that your shopping experience is safe, simple and secure, addict.co.uk uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.

SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

SSL technology makes online purchasing secure, however if you are not happy to place your order online you can call us on +44 (0) 1250 877 060 Monday-Friday between 9:00am and 5:00pm (GMT).

Does ADDICT deliver to Post Office boxes?

We regularly deliver to PO boxes around the world. However, we reserve the right to ask for further identification at our discretion. If this is not provided then we will not dispatch an order until this criteria has been fulfilled.

 

How will I know you received my order?

We'll send you a confirmation email acknowledging receipt of your order.

We aim to provide a next day delivery service for all orders in the UK and within 10 working days of the dispatch date for Europe and the rest of the world. We only dispatch orders from Monday to Friday (excluding all UK bank holidays).

 

How quickly will my order arrive?

Normal Delivery Times

All UK orders placed before 10am, where next day delivery has been selected, are dispatched on the same day, but this can vary during our busiest periods, especially on Mondays, when we go into sale or when the office has been closed for a period of time.

Delivery times apply from the time your order is dispatched. You will receive an email once your order has been dispatched.

Unfortunately we are unable to offer a Saturday delivery. It's unlikely, but there may be occasions where our carriers will try and deliver on Saturdays, but this remains at the control of the courier.

European and international orders are shipped via various carriers and can take between 4-15 working days. There may be circumstances  beyond addict.co.uk's control which may lead to delays. addict.co.uk  cannot be held responsible for any delays incurred by our carriers.

If you want to pay extra for express shipping this is also available (not during sale periods), all options are displayed at the checkout.

Delivery times are approximately:

UK Mainland Standard (3-5 working days)
FREE UK Delivery (5-7 working days on orders over £75.00)
UK Express (1-2 working days)
Northern Ireland FREE Delivery (5-7 working days on orders over £75.00)
Northern Ireland Standard (5-7 working days)
Republic of Ireland (5-10 working days, may take longer during sale periods)
Europe (5-10 working days, may take longer during sale periods)
Rest of World (5-10 working days, may take longer during sale periods)
 Please Note: For delivery on a Friday, orders must be placed before 10:00am on the Thursday. Orders placed after 10:00am on a Thursday will not be delivered until the following Monday. 

During Christmas the ADDICT office will normally be closed. Please make sure you check the news section on the homepage for information on office opening times, web order processing and delivery dates before you place an order. ADDICT cannot accept responsibility for customers who expect but don't receive their orders during these times.

 

My order has not arrived what should I do?

If you haven't recieved your order within the timeframe on the method you chose then please email info@addict.co.uk and we'll get back to you as soon as we can.

Very occasionally, packages do get lost in transit. If this happens and the error can be traced to us we will replace your order at no charge to you. However, if your package has been delivered to and signed for at the specified delivery address, we cannot be held responsible and will not replace the items.

How much do you charge for shipping?

Standard UK delivery is free on orders over £75.00. If you want to pay extra for express this is also available, all options are displayed at the checkout.

For European and international orders delivery charges apply to ALL items. Shipping charges are dependent upon type of delivery service, weight and location. Once you have selected your purchases, delivery charges are automatically calculated and displayed on the checkout page before any payment is taken.

If you order large quantities of goods for delivery overseas/internationally, we reserve the right to contact you and inform you of any additional shipping costs at which time you may either pay the extra amount or cancel your order.

 

Can I change my order?

When an order has been placed, it is not possible to change any parts of the order. This includes adding or removing items, changing the size or colour, or changing the delivery address or method. An order cannot be cancelled once despatched.

Christmas Delivery Guide

Christmas Delivery Guide

As per the instructions from our carriers for customers receiving goods - we strongly recommend you place all orders anticipated for delivery before Christmas well in advance of 18th December.

Orders placed from 1 November can be returned up until 31 January and orders are subject to our returns policy. 

 Christmas Eve

Next Day Delivery orders will arrive 29th Dec

Deliveries for 27th and 28th will be charged a higher rate.

 New Years Eve  Next Day Delivery orders in Scotland will arrive 5th January

Deliveries for 3rd and 4th will be charged a higher rate.

Next Day Delivery orders in England will arrive 2nd January

 

Is my package insured?

Not as standard but this can be arranged as an optional extra and at an additional cost to you.

 

Will there be any additional Duties / Taxes payable on my order?

For orders getting delivered outside the EU VAT will be deducted accordingly at the checkout. Any import duty, customs and local taxes incurred will be paid for by the customer in full. We will always mark orders for overseas true to the content and price of what is in the package, we can't falsify or provide misleading information in order for the customer to avoid paying any import duty, customs and / or local taxes.

 

Is my personal information kept private?

All the information you provide to us including your email address, delivery address and credit card details are strictly private and confidential. We acknowledge that we're bound by the Data Protection Act 1998 and that we won't disclose your details to any third party without your express written consent. As a matter of good practice, we don't share any personal information with anyone and we do not sell it to others.

Addict will never contact you by email to request further payment or personal information. If you receive any suspicious emails please delete them or forward them to us at phishing@addict.co.uk. If in any doubt, please always contact ADDICT using only the details that can be found on the official ADDICT website at www.addict.co.uk.

 

How do I convert GBP Sterling into another currency?

All currency conversions can be performed free of charge here at XE