Help

Frequently Asked Questions

Using The Site

I'm having technical difficulties using the website.

If you are experiencing technical difficulties using this website, please contact us on 01626 333444 or through our contact form.
It’s very important that you include as much information as you can about the problem to help us help you. This includes the browser you are using, the page you were on when the problem happened and a description of what went wrong.

How do I begin using the website?

Some useful tips to help you get started shopping at Austins:

Home Page Link: You can get back to our home page at any time by clicking on the large Austins logo which appears on the top left-hand side of the screen or clicking the HOME button on the navigation bar.

Navigation Bar: The names on the navigation bar near the top of the screen are the departments of our online shop. Hovering over one of these names then provides you with a drop-down menu with further categories and brands within that department. Clicking on one of these names will take you to a new page that contains all the sections and products included within it. The menu on the left hand side of the screen gives you more refined options.

Search Box: The search box is always on the top right-hand side of the screen. You can search by product or brand name. Just type it into the box and press “Search”.

Shopping Bag: The value of the items in your basket can be seen on the right of the screen. To see what you have in your basket, just click the “Shopping Bag” link. You can also remove items or change quantities in this viewing panel. To continue shopping, click the “Continue Shopping” link.

How do I sign up for your newsletter?

You can sign up for our newsletter on the front page of our site. All you need to do is enter your email address in the box beneath the main banner on the homepage and click submit. You will then receive an email from us with a confirmation link. Make sure you click this link as this will activate your subscription so that you can begin receiving emails from us.
Being on our mailing list will ensure that you are notified first about promotions, offers and special events.

Shopping at Austins

How do I buy something from the website?

Making a purchase could not be easier. Just browse our store and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on the “Checkout” and you will be asked for a few details that we need to be able to complete the order. We accept card payments via a secure payment server. For more information visit our Security & Privacy page.

What payment options do you accept?

We accept the following methods of payment and can only accept one payment type per order: Visa, Visa Debit, Visa Electron, Mastercard and Maestro.

Card payments are accepted via a secure payment server. When the order is placed on our website, credit card numbers are encrypted by our secure payment provider, Sage Pay. They are only decrypted after they reach our server. They are not held in clear text on any website.

Delivery

What are your delivery terms?

All orders are dispatched via Royal Mail. Delivery is free to UK addresses for all orders over £50 and only £3.95 for orders of Underwear, Cosmetics and Menswear. Orders for Toys and Homeware are £4.95 for delivery.
We aim to ship your goods on the day your order is received, up to 4pm, Monday to Friday. Alternatively, if you order after 4pm or over the weekend, your order will be dispatched the next working day.
Although most customers receive their goods within 3 - 4 days, please allow up to 5 working days for delivery.

Do you deliver goods internationally?

Yes we do! Orders are dispatched via Royal Mail International Postal Delivery that will require a signature. Delivery is £16.95 for all orders to addresses in Western Europe. Please allow 5 - 10 working days for delivery. For all other countries, please email us at sales@austins-uk.com or contact us here for a shipping quote and delivery options.

I won't be at home during the day to receive my delivery. Can you deliver to my work address?

We can deliver to your permanent residential address or your work address but we do not deliver to a PO Box address for security purposes. If you want your delivery to reach you at work, make sure that you list the delivery address correctly when you place your order. You will also need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

How do I cancel an order?

To cancel your order, please contact us via email at sales@austins-uk.com or telephone on 01626 333444 and quote the order number supplied to you.

Where is my order?

We aim to fulfil your order right away but please allow up to 5 working days for delivery. International orders are generally received in 5 - 10 working days. We will always e-mail to let you know that your item has been shipped. If your parcel does not arrive, please email us at sales@austins-uk.com or telephone on 01626 333444 within 2 working days if your goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please remember to quote your order number in all correspondence.

How do I know if my order has been shipped?

We will always e-mail you when your parcel has been shipped.

Returns

What is your returns policy?

We want you to be completely satisfied with your order so we offer a no-hassle return policy.
You are entitled to cancel your order and return the goods within 7 working days for a full refund. Just contact us via email at sales@austins-uk.com or telephone on 01626 333444 and quote the order number supplied to you. Your refund will be paid upon receipt of returned goods.
You are responsible for the cost and risk of loss or damage when returning any items, so please take out postal insurance that will cover their value in the unlikely event of any problem. This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty.
All returns must be in a saleable condition.

What can I do if something is wrong with my order?

If you receive a wrong item, a faulty item or something is missing from your order, send an email to sales@austins-uk.com or telephone on 01626 333444 and quote the order number supplied to you. We will correct the error straight away and the correct item or a replacement will be sent out to you the same day.

Have you received my returned items?

As soon as we receive your goods, we will email you to let you know this. Should you not receive this email within 7 days of returning the goods, please email us with the details at sales@austins-uk.com and we will respond by return.

Electrical Equipment

Recycling your old electricals is easy!

Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More (embed www.recycle-more.co.uk) and type in your postcode.

Why recycle?

Unwanted electrical equipment is the UK’s fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment in the bin that has that marking.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

How are we helping?

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).

Batteries

Under the waste Battery Regulations, we are now offering a take back scheme for all portable waste batteries. You can return your waste batteries to our Toy Store in person (please do not post) or alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.co.uk.