YOUR ORDERS & ACCOUNT DETAILS
FIND MY ORDER
Where is my order?
Please follow the steps below:
1. Find the status of your order by logging into your account and viewing your order history. This will display outstanding and previous orders. Click through to view your order and you will be able to see the date your order was dispatched.
2. Please check your email to see whether you have received a dispatch confirmation. This email will confirm the estimated delivery date for your order. You will receive a separate email and text from our courier with an estimated delivery slot and tracking details.
3. Once your order has been dispatched, please check the delivery updates from our courier to see when your order should arrive.
How will I know when my order has been dispatched?
You will receive an email from us to confirm your item has been sent. We send each item you have ordered separately to prevent any delays with your order.
You can also check the status of your order by accessing your account. Once the status of your items changes to dispatched it has left us and is on its way to you and can no longer be cancelled.
AMENDING OR CANCELLING AN ORDER
Why has my order been cancelled?
We're sorry that we have had to cancel your order. Although we aim to fulfil all orders placed, occasionally we sometimes run out of stock and have to cancel orders.
We will always send you an email to let you know that an order has been cancelled and tell you why.
How will I know when my order has been cancelled?
Once you have completed your cancellation request you will receive an email to confirm whether the cancellation request has been successful. Please allow up to one hour for us to confirm whether your item(s) has been successfully cancelled.
Can I amend my order?
We're sorry but it is not possible to make changes to your order once you've placed it. If you'd like to add products to your order, please place a new order for these items.
In order to protect our customers from potential fraud, we are also unable to amend address details once the order has been submitted.
Please ensure that the delivery address is correct before you submit your order. You have the option to change the delivery address at checkout.
How do I cancel my order?
You can cancel your order before the dispatch confirmation has been sent.
You can do this by:
1) Logging into your account and finding your order in the order history section.
2) A "CANCEL" option will display if your order has not yet been dispatched. Select this to continue with your cancellation.
3) You will then be asked to select a cancellation reason. This helps us to improve our services by understanding why your order is no longer required.
PLEASE NOTE: if any of the items on your order are in stock and display the availability of "In stock usually dispatched within 24 hours" your cancellation request may not be successful.
Once you have completed your cancellation request you will receive an email to confirm whether the cancellation request was successful. Please allow up to one hour for your email to be received.
If you receive an email advising the request was unsuccessful, we are unable to stop the order from being sent.
MY PERSONAL INFORMATION
Access to information
You have the right to ask what personal data is held by us about you. We may charge a fee for this which will not exceed £10.00. You may exercise your above right by means of a request in writing to us at:
Positive Kitchen & Co Ltd Registered Office,
37 Clarence St
How do I unsubscribe?
If you wish to unsubscribe at any time there will be a link at the bottom of our promotional emails which allows you to request this. Alternatively, please let us know by sending your request to firstname.lastname@example.org. Once we have received notification we will arrange this for you.
Are my personal details safe if I create an account?
We are fully compliant with the Data Protection Act and your account and personal details are protected.
You will need to log in to view or amend any of your personal details.
Information stored in your account will be your home address, delivery addresses, your email address and your payment details. You can access and amend your details at any time by logging into your account.
How do I close my account?
To close your account, please contact our Customer Service Team who will be able to close your account for you.
How do I change my personal details?
Log into your account and you will be able to amend your payment and address details.
I have forgotten my password. What should I do?
Don't worry. Just go to "My Account" at the top of the screen and you'll see a box at the bottom of the login screen called "forgotten your password". Enter the email address associated with your account, click on submit and we'll email you instructions on how to reset it.
Why do I need to set up an account with my email address?
The My Account area allows you to manage all of your orders and payments. We use strict security to keep your details safe.
Setting up an online account will allow you to:
- Shop online
- Save and amend delivery addresses
- Check the status of your order
- Review your order history
- Contact us through our easy to use webform
For us to process your order, we need to know your name, email address, delivery address, credit/debit card number, security code (CV2) and expiry date. We will not collect any information about you unless it is specifically and knowingly provided by you.
We will keep you up to date with the status of your order by sending you an email direct to your account.
From time to time we may also send you information about our products, services and details of our current offer and promotions.
How do I ensure I receive updates regarding my order?
The emails sent by our automated system can occasionally be blocked by Hotmail, GMAIL, Yahoo Mail or similar services, and redirected to the Junk mail folder of the your mailbox. Please check here first.
How do I see what I have ordered?
You can view your order history by signing into your account.
How do I register?
If you are a new customer, you will need to register before you can make any purchases.
Registering with us is easy. Simply click on My Account at the top of the page and you will be able to click on the new customer area. Enter your name, email address and a password. You can then save your delivery addresses and payment cards with us making buying even easier.
PROBLEM WITH MY ORDER
What happens if my address is wrong?
Orders delivered to an incomplete or incorrect delivery address are not covered by our free replacement policy. You will assume the risk for the products once they have been delivered to the delivery address which you specified when ordering the products.
We accept no liability where you provide an incorrect delivery address or where you fail to collect the products from the delivery address which you specified. Please check that your address is correct before submitting your order.
There is an item missing from my order. What should I do?
Please check the items listed on your dispatch confirmation email. If you are missing an item that is not listed please please check the status on the dispatch email.
If you are missing an item listed on the dispatch email, please contact our Customer Service Team.
I have received my item and it is damaged. What should I do?
We are sorry your order has been damaged, please accept our apologies for any inconvenience this may have caused. Please note if your order has been received damaged we request that you report this upon arrival of your order.
We will then assess the damage and arrange a suitable solution for you.
What do I do if I have received incorrect or faulty goods?
We're sorry that your delivery has not gone smoothly. Please accept our apologies for any inconvenience this may have caused.
Please contact our Customer Service Team. who will help further.
How can I tell if I have successfully submitted an order?
All successful orders will be shown in the order history section of your account. If an order is not visible in this section then it is likely that the order has been unsuccessful.
There are a number of reasons why an order hasn't been successful. It could be owing to the payment not being accepted or the order being placed under a different account.
If you wish to double check whether an order has been placed please contact our Customer Service Team confirming the postcode with which you registered and we will be happy to investigate this further for you.
do I amend my basket?
- Click on 'View basket' at the top of the page.
- You will see the description, price and quantity of each item currently in your basket
- You can change the quantity by using the +/- buttons, or remove the item altogether by clicking 'x'.
How do I place an order?
It's easy to place an order with us. Once you have found the product you would like to purchase:
- Click add to basket to put the item straight into your basket or click through to the item page and then choose to add to basket or go to checkout..
- You can then view your shopping basket and go to the checkout or continue shopping..
- Select from your stored details which address you would like your item to be delivered to. If this is the first purchase you have made and are registering, you will need to complete the required details..
- Select your preferred delivery method.
- Select from your stored payment options how you would like to pay. Again if this is your first order you will need to enter these details.
Please remember to check your order details before submitting your payment for processing
What does product availability mean?
Product availability lets you know when a product is likely to be dispatched:
- Pre-order - this item has not yet been released
- In stock dispatched within 24 hours - this item is in stock in our warehouse
- Usually dispatched within 3 days - this item is not in stock will be soon
- Temporarily unavailable - this item is out of stock with no availability dates at the moment
- Sold out - this item is currently not available