If your question is not answered below please contact us. How do I use this website? We have tried to make the website easy to use. Browse through the categories to view what's available, or use the search box to look for specific products. When you find the item you need select the size or variation using the drop down menus (if applicable) then use the Add To Cart Button to add to your shopping basket. You will be automatically forwarded to your shopping cart. To continue shopping click the Continue button or click the Checkout button (available at anytime at the top of the site) and proceed to the checkout when you're ready to pay for your shopping. You can go to your Shopping Cart at any time by clicking the Shopping Basket button at the top of the site. How do I remove an item from my Shopping Cart? To remove an item go to your Shopping Cart and tick the box in the 'Remove' column next the product which you wish to remove, then click the Update Button. How do I increase or decrease the quantity of an item in my Shopping Cart? Simply use the 'plus' and 'minus' buttons next to the product quantity in the Shopping Cart, then click the Update Button. Is it safe to shop online at Homecare Essentials? Yes. All our online payments are processed securely by PayPal Professional Paymetnts. However, you can select to place the order without paying and then call us with your payment or send us a cheque. How can I pay for my order? You have 3 payment options: 1) Pay us securely by debit or credit card - Select option 1 in the checkout and simply enter your details. You can pay with VISA, MasterCard, Maestro/Switch, VISA Electron or Solo. We currently only accept cards issued by a UK bank. Unfortunately we do not accept American Express. Any problems processing your payment, please select the option for us to call you (option 2) from the drop down menu in the checkout, and we will contact you to complete the purchase. 2) Pay by cheque. Select option 3 and press next. Then you can print off your order and send us your cheque. 3) Paypal. Select option 4 and press next and you will be taken to the Paypal website to make your payment. Can I cancel or change an order? You can cancel or change an order - give us a call on 01733 241960 I've got a coupon/voucher - how do I redeem it? Enter the special code from your coupon into the 'coupon code' box in your basket. The value of the coupon will automatically be deducted from your order. How do I add to my order once I have submitted it? Call us on 01733 241960 - you will need your payment details as we would not have any access to the card details you may have used. How do I return an item I have purchased? Call us on 01733 241960 to arrange a collection - we will explain it all to you over the phone. If the item is faulty or damaged we will offer an exchange or a full refund. Do I have to pay for returns? If the item is damaged or faulty we will cover the cost of returning an item. If however the item is correct and not faulty or damaged we will not cover the cost of returning the item. Am I charged for the items as soon as I order them? If you are paying by debit or credit card your payment is processed at the point of order. Do I have to pay for delivery? Standard Delivery Service - Orders under 1kg will be charged at a price based on weight for postage via Royal Mail. Orders of between 1.5kg and 3kg are charged at a rate of £4.95 - £5.45 and are shipped via DHL Express. Orders over 3kg are also despatched via DHL Express and charged at a flat rate of £5.95. The bigger your order the more economical the shipping. There is no minimum order value and delivery will be FREE on all orders with a retail value of over £60* The bigger your order the more economical the shipping. There is no minimum order value and delivery will be FREE on all orders with a retail value of over £60* (not including any delivery charge). Guaranteed Next Working Day Delivery is available on orders received before 3pm subject to stock availability. Orders placed on Friday for this service will be delivered on Monday. Orders placed with this service after 3pm on Friday until 3pm the following Monday will be delivered on Tuesday. Where stock is not available for our Guaranteed Next Working Day Delivery service you will be informed of the earliest delivery date and refunded the Next Day Additional Premium. *FREE delivery is NOT available on Guaranteed Next Working Day Delivery Service. Guaranteed Saturday Morning Delivery is available on orders received on Friday before 3pm subject to stock availability. Where stock is not available for our Guaranteed Saturday Morning Delivery service you will be informed of the earliest delivery date and refunded the Additional Premium. *FREE delivery is NOT available on Guaranteed Saturday Morning Delivery Service. Guaranteed Next Working Day Delivery Before 12pm is available on orders received before 3pm subject to stock availability. Where stock is not available for our Guaranteed Before 12pm service you will be informed of the earliest delivery date and refunded the Additional Premium. Orders placed on Friday for this service will be delivered on Monday. Orders placed with this service after 3pm on Friday until 3pm the following Monday will be delivered on Tuesday before 12pm. *FREE delivery is NOT available on Guaranteed Next Working Day Delivery Before 12pm *FREE delivery and Guaranteed Next Day Delivery Services are NOT available on orders outside of mainland UK and some parts of the Highlands of Scotland. The following is a list of postcodes to which these restrictions may apply - HS, IV, KA27 - KA28, KW, PA20 - PA49, PA60 - PA78, PH17 - PH26, PH30 - PH44, PH49 - PH50, ZE, BT, IM, TR21 - TR25, GY, JE How long do I have to wait for my order to arrive? Delivery of your products should be made within 2-5 working days of purchase. If an item is out of stock you will be notified and given the option to hold the order till the item is in or you will be able to cancel the item with a full refund of that product. You will receive e-mail confirmation when your order has been despatched. If the item is via Royal Mail please look out for the package as it may be too big to fit through a letterbox and may need to be collected from your local Post Office or Royal Mail Depot. If the order has been despatched via DHL Express you will receive a consignment number which can be used to track the order online at http://track.dhl.co.uk/tracking/ Please use the DHL tracking service or contact your local Post Office or Sorting Office prior to contacting Homecare Essentials about the non-delivery on your order. Non-Delivery of items must be reported to us within 7 days of the expected delivery date. All online orders are e-mailed a despatch confirmation to the e-mail address given when the order was placed and all phone orders will be given an indication of expected delivery date when placing the order. Failure to notify us of a non-receipt of order within 7 days of the expected delivery date may result in any claim being invalid. How do I track my order? Once your order has been despatched you will receive e-mail confirmation. If the order has been despatched via DHL you will be e-mailed a link to their website and given a consignment number with which to track the delivery. Can I specify a day or time for delivery? We will always do our best to get the order to you when you want it. If you have any particular requirements please call us. Timed deliveries and Guaranteed Next Day Services and Saturday Morning Deliveries are all available at an additional cost and can be selected at the checkout. Please Note: FREE Delivery does not apply to these premium services and Premium Services are not available to orders outside mainland UK and the Highlands of Scotland. Please contact us if in any doubt. Do I have to sign for my parcel? Not necessarily. Unless otherwise stated, we can leave it in the shed, with your neighbour, behind a plant pot... just tell us where you'd like us to leave it and we'll do our best. You can do this by entering the delivery instructions when prompted in the checkout process. What if I am out when the courier tries to deliver? Unless otherwise stated, they will leave a note explaining that they tried to deliver your parcel and what will happen next. Can I send my parcel to a different address? Yes - just put the address details in as you checkout. Can I have my items delivered to more than one address in the same order? No, you can only get them sent to one address. However, you can always do multiple orders with different addresses for each (but you'll have to pay for delivery on each). If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me? No - if something's out of stock, we won't charge you any extra to deliver it when it comes back into stock. Can I order from overseas or have an order delivered overseas? Please contact us if you'd like to place an order and we can look into it. Due to the nature and weight of some of our products the cost of shipping overseas is often uneconomical. Do you sell gift vouchers? Not at the moment. What's the Homecare Essentials policy on privacy and security? Personal information is private so we treat it with the highest standards of safety, security and confidentiality. This means that you can rest assured that your credit card and personal information are safe with us. We never sell or give any information we have about you to any other company. None of your details will be used by any company other than Homecare Essentials for the purposes of completing your order.Data collected by this site is used to: a. Take and fulfill customer orders b. Administer and enhance the site and service c. Only disclose information to third-parties for goods delivery purposes What is the Credit Card Security Code/Card Verification Value (CVV)? It's a unique 3-digit number printed on the back of your credit/debit card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it. It's sometimes referred to as the Card Security Code, the Personal Security Code or the Card Verification Value (CVV). Your order can't be fully processed without a valid Security Code. Once your order has been processed, your Security Code won't be held on file. Can I buy your products in the shops? Homecare Essentials are an Independent Retailer. We supply products from many different manufacturers. Unfortunately we do not have access to information about who else these manufacturers supply. How do I contact Homecare Essentials? You can call, fax, email or use our Live Help if we are online or leave a message if we are offline.

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