- FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS
Are my details safe when ordering from your website?
We aim to make your online shopping experience as safe and enjoyable as possible. We process all customer transactions through Worldpay - one of the largest and most trusted payment gateways in the world. We also employ the use of SSL technology which encrypts sensitive data (like your personal and credit card details) so that nobody is able to read it.
How do I change my password?
If you have forgotten your password, please click on the “forgotten password” link on the account sign in page. Once you have done this, you will receive an email with instructions on how to successfully reset your password. If you have not received an email, please check your junk/spam folder.
I cannot sign into my account.
If you cannot access your online account, please firstly check that you have typed in the correct email address and password. If you still cannot sign in, please request a new password by clicking on the ‘forgotten password’ link and following the instructions to successfully reset your password. Further problems should be reported to firstname.lastname@example.org
I signed up for your e-newsletters but I am not receiving them.
Signing up for our e-newsletters is the best way to keep up to date with news about our latest collections, offers and events. If you have signed up but are not receiving our emails, please check your junk/spam folder as it may have ended up there. If it has, please mark the email as ‘not junk/spam’ and ensure that you add our sender address ‘email@example.com’ to your safe sender list.
Do I have to register to place an order?
No, you can check-out as a guest. However, to view and save your order history, you will need to register for an account.
I have placed an order but have not received a confirmation email.
Upon successful completion of your order, you should receive a confirmation email containing details of your order. If you have not received this, please re-check your emails as this may have gone into your junk/spam folder.
Can I place my order over the phone?
No, you are only able to place orders via our website.
The item I wish to order is out of stock, can I join a waiting list for new stock?
Please email firstname.lastname@example.org to let us know which items you are interested in and we will notify you if we are expecting any further stock of the specified item(s).
Can I amend or cancel my order after it has been placed?
Yes this is possible if the order has not yet been dispatched. Please contact us immediately at email@example.com with details of any changes.
Why was my item/order cancelled?
This is because the item is no longer in stock. We have systems in place to ensure that only items in stock are available to purchase from our website. However, it is possible that errors in stock management can occur from time to time. We sincerely apologise if this happens and will notify you immediately to check if you would like to cancel the order or exchange the item for something else.
Please note, we are unable to automatically send any out of stock items to you if they are restocked at a later date. You will need to place a new order if the item becomes available to purchase again.
Items in my order arrived damaged, what can I do?
We make every effort to ensure that your goods reach you in perfect condition. However, there may be instances whereby items are damaged in transit and we apologise if this is the case. Please return the damaged items in line with our Returns Policy, specifying if you would like replacement items or a refund.
Which payment methods do you accept?
We accept Paypal, Visa Credit, Visa Debit, MasterCard Credit, MasterCard Debit, Visa Electron, Maestro and JCB.
Can I track my order?
Our Standard Delivery option is not a tracked service, however a signature will be required upon delivery. If nobody is available to sign for the parcel, a card will be left through the letterbox with details of how to collect your parcel from a local destination.
Next Day Delivery, European and International orders are fully tracked and also require a signature upon delivery. The tracking number and link to the courier’s website will be emailed to you separately, where you can track your parcel’s journey.
My order has not arrived yet, what should I do?
If you have placed a UK Standard order and you have not received it within the set delivery timescale, please contact firstname.lastname@example.org for further assistance.
For Next Day, European and International delivery, please track your order via the link emailed to you after you have placed your order. This will contain information about estimated delivery timescales. If your order has still not arrived after this time, please contact email@example.com for further help.
Please be aware that International orders may be subject to further delays due to customs procedures in the recipient country and/or delays with the national post service. Consequently, please wait 15 days from the date of placing your order before contacting us.
Where do you deliver to?
We deliver worldwide.
What are your delivery options and timescales?
For our different delivery options, please click here.
Will I have to pay customs fees on my International order?
All items sold on our website are strictly done so on the basis of Delivery Duty unpaid. This means that the recipient of the parcel may have to pay a formal customs entry fee or import duties prior to the delivery of the parcel or upon receipt. Please also note that additional taxes, fees or levies may also be applied in accordance with the legislation of the recipient’s country. Please check these details before placing any orders as these costs are outside of our control and Desert Rose Boutique cannot be held responsible for any such costs.
RETURNS AND REFUNDS
How can I return my order?
For full information on how to return your order, please click here to see our Returns Policy.
My parcel did not contain a returns label, where should I send my return?
Please note that we do not currently include pre-addressed returns labels with parcels. Once you have received your returns authorisation number (please see our Returns Policy for further information), please quote this number and send your return to: Desert Rose Boutique, Empress Business Centre, 380 Chester Road, Manchester, M16 9EA.
Please remember to retain your proof of postage until your refund has been successfully processed.
Why have I not received a refund of the delivery charge?
Delivery charges are non-refundable unless the entire order is faulty or the order is cancelled before it has been dispatched from our warehouse. For further details, please refer to our Returns Policy.
I have not received my refund, what should I do?
Please allow up to 10 working days for your refund to be processed. If you have not received your refund in this timeframe, please contact firstname.lastname@example.org for further assistance.