If you have any queries, that have not been answered in our FAQ’s below, please click here to contact us.
What is the “Your Account” and how does it operate?
“Your Account” is your own individual private section of Shelf-Edge.co.uk that is created upon placing your 1st order with us. From here you will be able to see the status of your order (past and present). This section also enables you to amend your personal security and delivery information. It can be accessed at all times from the top menu bar by clicking on the “Your Account” tab. In order to gain access to this section, you will be required to enter both the email address and password that you provided upon initial registration.
How do I access the “Your Account” feature?
Access to “Your Account” is possible by clicking on the “Your Account tab” on the top menu bar. This facility is available to customers who have already placed an order with us. Its functionality includes allowing you to see the status of your order.
Can I amend my account information?
Yes. This is possible by entering your account as mentioned above. Once you have accessed “Your account”, enter your new details in the fields that have changed then click on the “Save Changes” tab. If you are changing your password, you are required to enter your password twice and then to click on the “Change Password” tab.
What if I forget my password/log in details?
There is no need to worry if you forget your password. If this happens, please click on the “Your Account” tab on the top menu bar. This will take you the “Your Account” section. Please click on the “Forgotten your Password Link”. This will take you to a security question page. If this is answered correctly you will be permitted to choose a new password.
I have been unable to find the product that I am looking for – can you help?
If you are unable to find the right product, we are always here to help. Please e-mail us about what you are looking for and we will try and source it for you, if it is not already available from our range. We will then make contact if we are able to help.
How do I find my product?
You can use the search engine located in the top right hand corner of the website. Alternatively you can select one of the Product category images on the homepage, this will take you to a different type of search engine where you can either select sub-categories or browse the products available.
How do I select my product?
You can either directly buy the product by using the ‘purchase now’ button, or you can view more information before you buy and make your commitment to buy. All of our photographs are a true likeness of our products and our product descriptions are detailed.
What happens when I click on ‘Purchase Now’?
Once you click on ‘Purchase Now’ you will be taken to the Shopping Basket page, from here you can apply any promotion code you have received (if any). From the basket you can either ‘continue shopping’ for other products by clicking the ‘Continue Shopping’ button or proceed to checkout. You will then be required to enter your payment and delivery details.
How will I be notified of my Order?
After placing your order, we will send you an email confirming we have received your order. You will then be sent a second email confirming that your order has been processed and dispatched. This will contain details of the method of dispatch used and furthermore any details related to your order. It will also contain additional information regarding the order that you may find useful eg; any out of stock items or when products are due in. Should you want notification about when a product is in, if you enter your e-mail details, you will be notified as soon as back in stock.
Can I make alterations to my order?
Yes, it is possible to amend your order by editing the contents of your Shopping Basket. You can view your basket at any time and right up to your order being completed by clicking on the view basket link on the right hand menu. **Please be aware that it is not possible to make changes to your order once you have submitted payment details. You can create an additional order on the website or call us to add an item but this is not recommended.
What can I do if my credit card has been declined?
If you receive notification that your credit or debit card has been declined you will be given the option to enter another card for payment or to cancel the order. You must contact your Bank to find the reason why.
Returns and refunds/damaged goods
What happens if the products that I have purchased are faulty?
Within 7 Days of Purchase
Our products are manufactured to the highest quality standards. In the unlikely event goods are found to be faulty within 7 days of purchase please feel free to return them for a full refund or replacement. We do require that you notify us by e-mail prior to returning the goods. We are unable to provide this service for products where faults have been caused by accident, neglect, misuse or normal wear and tear.
Beyond 7 Days
You have the right to return a faulty item within a reasonable period of time. We do require that you send us an e-mail prior to returning the goods. In order to ensure that the return can be processed, please keep all the warranty information that accompanies your item. This will be needed should there be a fault. We are unable to accept products that fall outside of their warranty period.
My product is eligible and meets the criteria above – is there a returns procedure that I should follow?
Please ensure that you contact us prior to returning products to ensure that your return is dealt with as efficiently as possible. Without prior notification, we cannot guarantee that the return will be processed. Good to be returned to us must be reported within 7 days of receipt.
After notifying us of your return and being issued with a returns number, please complete the following steps to ensure that it is dealt with as efficiently as possible:
This must include your order number, which you will be able to find on the original paperwork that you received with the order.
Wrap the item securely in its original packaging (if possible) with all it originally came with. This is very important. Please mark clearly the returns number issued to you on the outside of the parcel and return to us within 7 days. Goods returned to us after 7 days of notifying us of a return will be declined.
Send the package to the address below:
Shelf Edge Limited
We will notify you via e-mail when we have processed your return. This may take up to one week, although in most cases your return will be processed much sooner.
For your protection we recommend that you use a recorded-delivery service if the value of the return is more than £30, as we are unable to take responsibility of goods until they are received by us. No return will be issued unless goods are checked and we are 100% satisfied with the reason for return.
My order has been delivered / is damaged in transit, what should I do?
If you receive an order that has been damaged in transit /or any discrepancies, we will make every effort to resolve this as soon as possible for you. We do however require that you inform us within 24 hours.
What is the cost of DELIVERING my order?
Order Value Delivery Cost
3-5 Day Delivery Service
£0-£15 – £3.95
£15-25 – £4.95
£25 – 40 – £5.95
£40+ – £8.95
Next Day Delivery – £11.95
Is it possible to track my order?
Please note that all orders can be tracked through “Your Account” link which can be accessed at any time. Here you can monitor the progress of your order. You will be notified in the second email that we send to you confirming your order has been processed and dispatched.
When can I expect to receive my order?
We aim to dispatch goods within 24 hrs. As we use a combination of Royal Mail, Parcelforce and Interlink to fulfil our orders we cannot provide exact delivery times. Please see below for an indication.
Items dispatched by First Class Post usually arrive the day following dispatch. In some cases however it is possible for them to take up to 10 days. For Items dispatched by Courier, we can use a 24 hr service. Where this service has been used, the item will usually be delivered the next working day following dispatch. Although in some instances where items are being delivered to remote locations, it may take one extra day.
Next Day Deliveries should be placed prior to 2pm to ensure we can pick and pack your order in plenty of time.
What should I do if I have not received my order within the delivery period expected?
If you have not received your order after 10 days following the dispatch date, please contact us immediately. We will do everything we can to ensure that you receive your goods as soon as possible.
Will I be required to sign for my order?
If we consider the goods we are sending to you to be of high value, we will dispatch them for your security by Recorded Post or by Courier. A signature will be required upon receipt of the goods. Please note that this service will be provided at no extra cost.
Can I place an order if I live outside of the UK?
Currently we are unable to accept orders that require delivery to a Non-UK address. In addition we are unable to accept payments from payment cards that are not registered to a UK address. This is a feature that we are looking to add in the future and we are sorry for any inconvenience this may cause.
Is it possible to get an order sent to an address other than the cardholder’s?
Yes. Simply fill in your billing address details (where the card is registered) and then tick the box to deliver to an alternate address and fill in the details.