Frequently Asked Questions

Orders

Q. How do I place my order?

A. Once you have finished browsing and adding items to your shopping cart, click on the checkout section on the top right hand-side of the page and follow the on-screen instructions to complete your transaction. 

 

Q. How do I remove items from my cart?

A. Click on the cart button in the top right corner of the screen. This will allow you to view all items currently in your cart. Once you have identified the item that you would like to delete, click on the “clear shopping cart" below your current items. After doing so click on the "Update cart" button. You may also change the quantity of items to zero by removing the item from your shopping cart using the arrows.


Q. How do I change the quantity of a particular item in my cart?

A. Click on the cart button in the top right corner of the screen.This will allow you to view all items currently in your cart, as well as the quantities that you have chosen for each item. To change the quantity of an item in your cart, move your cursor to the box that appears under the "Qty" box for this item and use the arrows to adjust the quantity desired, then click the “Update cart” button. Once you do this, the quantity and total cost of your order will be adjusted. 

 

Q. How will I know that you have received my order?

A. After you complete the checkout process, a email confirmation will be sent to your account. Your final order confirmation will state the including shipping charges, billing address, and the items that are being sent to your shipping address. Please keep this confirmation for your records.

 

Q.When will I receive my order? 

A. We offer three delivery options standard 1-3 day delivery, next day delivery or click and collect. 

 

Q. How can I amend or cancel my order? 

A. If you would like to change or cancel your order, please contact the team via email or telephone and provide them with your details and order number. We cannot cancel or change your order if it has already been dispatched from the warehouse, is this is the case please follow the returns procedure. 

 

Stock Availability

Estimated delivery dates are displayed for every product. The date displayed is calculated based on stock availability and the estimated express delivery time.  

 

Q. The item I want is out of stock on your website, what should I do?

 A. If the item you'd like is online but out of stock, please call our sales team to check if we have the product in our showroom or alternatively it can be ordered in for you. 

Payment

Q. What are your payment options?

A. We accept all major credit and debit cards through our secure online processing system, however we do not accept American Express. Customers can also pay via Paypal.

 

Q. How can I pay using finance? 

A. Spread the cost with monthly payments and by making a 10%-50% deposit. Finance can be used to pay for goods over a 6, 10 or 12 month period and products range from £500 - £10,000, these are offered by Pay4Later.

 

Q. My order failed, have the funds still been taken from my account?

A. If you have placed an order online which has failed the funds will not have been taken from your account. Whenever a transaction is processed through our systems we carry out fraud prevention checks and get authorisation from the bank before the funds are taken.

After authorisation you transaction can still fail. If this does occur the funds will still be reserved on your account. Although they have not been debited from your account they will appear to have been taken. 

 

Q. What is authorisation? 

A. When your transaction is sent for authorisation, checks are carried out with the website's bank. This is to check that they would like to process the transaction. Then an authorisation request is sent to your card issuing bank to ensure that the funds are available to make payment.

If everything is ok then your bank will place a reserve on your account for the amount of the transaction, this will allow the funds to be taken from your account for the transaction. 

 

Q. How long does this last? 

A. After authorisation has been placed on your account the reserve can last up to 7 working days before it is lifted.  This is not controlled by us, and we cannot remove this from your account.

If you would like to get the reserve lifted you will need to speak directly with your card issuing bank.  They will be able to help with removing the reserve and making the funds available to you.

 

Have the funds left my account?

A. No. The reserve only highlights the funds to be debited from your account.  They do not actually remove them. Once the reserve is removed from your account the funds will simply re-appear.

 

Q. Are my details secure? 

A. We do not disclose customer's information to third parties. Read our full terms and conditions for more information. 

 

Delivery

Q. What are your shipping and handling rates?

A. Delivery is free of charge for all orders shipped to UK mainland. You may wish to pay £5 extra for next day delivery. Alternatively you can pay £2 and collect from our store. For international deliveries please contact the team.

 

Q. What do I do if I receive the wrong item?

A. If this issue occurs please contact the sales team via telephone or email and let them know the details of your problem including your order number and personal details. We will then rectify the issue. 

 

Returns

Q. What is your returns policy?

A. We want you to be completely satisfied with your order. If for some reason you are not and you wish to return your purchase, you will need to contact a member of our team on 01273 921321.We accept refunds within a 30 day period and goods can be exchanged for returned for credit. If your products are within a warranty and are faulty, they can be returned for repair. If the goods are out of warranty you will need to contact the Gearooz team for a repair quote. 

 

Contact

Q. What are your showroom opening hours? 

A. Our showroom opening times are Monday - Friday 9am - 6pm and Saturday 10am - 4pm. 

 Mailing List

Q. What should I expect to receive if I subscribe to your mailing list?

A. When you sign up to our mailing list we will send you messages regarding your order, and send you exclusive offers and promotions via our Gearooz newsletter.