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| How To Place Your Order |
| Ordering with Pure Lavender is simple. Just surf our site, & when you find the style you want to order, click the 'add to cart' button. You will then be informed that the item has been added to your shopping cart. When you have finished browsing, just click the 'view cart' button & you will be shown the contents of your shopping cart. If you are ready to order the goods in your cart, click 'proceed to checkout', & you will then be taken to a secure payment page where we will need to take your name, delivery address & payment details. All prices shown are final purchase prices & include UK VAT. Please note we do not give out customer details to third parties under any circumstances.
If the goods you have ordered are in stock, we will despatch your order on the day we receive payment for your order. (i.e. if you pay by credit card over the internet before 3.30pm Monday to Friday, we will despatch your order the same day). |
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| Availability |
| We endeavour to keep our site as up to date as possible, & sizes displayed are available to order. Occasionally an item may be out of stock & a delivery pending from our supplier. In this case we will contact you to see if you would like to wait for the delivery or cancel your order. We do not make any charges to your credit card if an item is out of stock. If your size is not displayed, this means that the size is out of stock & we are unable to obtain any more stock from our suppliers. |
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| How To Pay For Your Order |
| You can pay by any major credit or debit card online. |
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| Pay By Credit Card / Credit Card Security |
| When you pay by credit card, it is by Secure server on our site. Details taken over our secure area are transmitted using 128bit encryption. Orders are held encrypted on our server until they are processed. It is our policy not to make any charge to your credit card until your order is ready to ship. |
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| How Secure Is The Online Credit Card Payment System You Use? |
| We use PROTX which is one of the largest payment service providers in the world. We never see your credit card information. The transaction goes directly through their secure servers. You may have of heard of the padlock icon that appears on some websites to reassure the internet buyer of online security in place - well once you have checked out from our site you will enter the PROTX system which is quite separate from our own servers and displays the padlock icon. Please visit www.protx.co.uk for further information. |
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| What Is A Credit Card Security Code? |
| The card security code is a 3-digit number found on the reverse of your card on the signature strip. This security code gives extra protection, as only the person who holds the cad will know the code. You must enter this code for your own protection. It provides even more confidence that the customer placing the online order actually has the credit/debit card in their possession.
Because your card security code is not printed anywhere and does not appear on receipts from card transactions anyone trying to misuse your card without actually having the card in their possession will be unable to quote the correct number and will therefore not be able to complete the transaction. |
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| Where Can I Find My Card Security Number? |
| Look at the back of your card. You should see either the entire 16 digit credit card number or just the last four digits followed by a special 3 digit code. This 3 digit code is your card security number. |
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| Where Is My Order? |
| Log In or Register with My Account to check the process of your order. |
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| What is My Account? |
| If you have registered your details, you will be able to check your order progress with My Account. After you have logged into My Account, click on the View Orders page for an up to date progress report. We aim to deliver parcels within 3-4 working days of receiving your order. If, after that time, you have not received your parcel, please contact us. |
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| How Much Does Delivery Cost? |
| If you want to know how much delivery will cost for your particular order, just put the product(s) in your shopping cart and checkout. The postage will be calculated as soon as you have selected an item an added to the shopping cart. |
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| How Quickly Will I Receive My Order? |
| When you place an order, an email will be sent to inform you that your order has been dispatched. You will receive your order within 3 working days. |
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| How do I return my parcel? |
| Please complete the back of the delivery advice note and use the Returns Label provided. Post this form with the securely packaged goods back to us straight away. Please do not forget to complete reason for return on the back as this helps us to continually improve our service. |
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| Out of stock items |
| Whilst every effort is made to ensure that our web site is up to date, it is sometimes possible that the item ordered is out of stock. Should any item ordered not be available for immediate delivery, we will contact you by e-mail with the estimated delivery time. You have the option to cancel your order at any time. |
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| I cannot access the secure payment page |
| If you are using our site from a work location, your systems administrator may have placed a restriction on the viewing or accessing of secure web pages. |
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| Nothing happens when I |
| If you click on an item & do not see a box featuring an enlarged picture & the details of the shoe, this may be due to a couple of known issues:
You may have to enable JavaScript on your web browser. There are different methods of enabling JavaScript depending on the web browser you are using. To find out how to enable JavaScript, please contact the manufacturer of your browser. If you have a pop up killer installed on your PC or Mac, this may prevent the window with the product details from opening. A pop up killer is a program which stops pop up advertising windows from appearing at random when you are using the internet. In order to view our site, you may have to change the settings of this program or temporarily disable it. Please note we do not use any third party advertising on our site. If you experience a problem other that that specified above, please contact the administrator info@purelavender.com |
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| My order won’t go through. Why? |
| If you wish to place an order, this web site requires JavaScript to work. If your web browser does not support JavaScript you will need to upgrade your browser. If your web browser supports JavaScript, it’s possible you will need to enable it. This is easy to do, but you will need to check your browser documentation for guidance. |
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| Manual ordering |
| If you cannot access the product pages properly, and know the style & colour of the shoe you want, you may contact us on 0845 094 4176. |
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| What are cookies and what are they used for? |
| To provide you with specially tailored information from our website and to track the effectiveness of online advertising we, in conjunction with third party companies, may use cookies. Cookies are a piece of data that a website can send to your browser and may be then stored on your system. Cookies allow us to understand who has seen which web pages and any advertisements that may be placed on them and to track the effectiveness of our online advertising generally. They also help us track which pages are visited the most.
We use this information to help us to improve the overall level of service we provide to you. Most web browsers automatically accept cookies. You do not have to accept cookies and can set up your web browser to automatically notify you when you receive a cookie. This will give you the opportunity to decide whether to accept it. |
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| I have found a fantastic product on your website. What is the quickest way to tell my friends |
| You can send your friend an email from our site, which contains a link to take her to the relevant page immediately. Simply click on the "email a friend" link on the product page, complete your details, your message and your friend’s email address and hit the send button. |
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| How do I use the search facility? |
| If you have a catalogue with you, enter the item reference number (6 digits without any spaces) into the Search box in the white band at the very top of this page. Click "Go" and the product details will appear. Then, make your choice of size and colour and click "add to basket".
Alternatively, type a product description (e. g. black trousers) into the Search box, click Go and a page featuring all the products which match your description will appear. The more general you make your search phrase, the more products you will have to choose from. Click on any image and you'll be taken to a page featuring the colour and size options for that product. Make your choices and then click "add to basket". When you have finished adding products to your basket, click on the shopping basket icon at the top of this page and complete your order by following the on-screen prompts. You may modify or take products out of your basket at any time. |
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| How can I find out if the items I want are in stock? |
| Simply enter the catalogue number into the Search and Availability box in the green band at the very top of this page. Click Go and the product details will appear. |
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| Will you confirm my order details? |
| Yes, simply enter your email address when asked during checkout and we will send you confirmation immediately. Once you have completed checkout and seen the thank you for your order page, you can be confident that we have received your order. |
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| Will you tell me when my order has been despatched? |
| When you place an order, an email will be sent to inform you that your order has been despatched. You will receive your order within 3 working days. |
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| How will my parcel be delivered? |
| All items destined for UK mainland addresses are dispatched by First Class post or courier It’s not possible to choose exactly which carrier we use for your order, but you will be advised. |
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| How much is delivery |
| There is a postage and packaging charge of £x per item as shown on your shopping cart for the delivery of goods. |
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| Can you tell me about delivery notes, exchanges and returns |
| Each parcel contains a detailed delivery note, listing items enclosed and explaining if we have been unable to send some of your order. Keep this until you are sure you are satisfied with everything. A returns label is also attached to your delivery note in case you need to return or exchange an item. |
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