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Free delivery on all orders over £10
Safe, quick & easy online ordering
Simple no quibble returns policy

FAQ

ORDERS


How do I make a purchase?

Once you have found the item(s) that you wish to purchase, simply click on the ‘Add to cart’ icon on the product page and the item will be automatically added to your shopping cart.

Your cart is permanently on the top right of your screen and it’s constantly updated so that you can check it. You can continue shopping and add as many items as you want to your bag before checking out.

When you are ready to complete your order, click simply click on your cart (top right of the screen) and click ‘Secure checkout’.


Can I order over the phone?

Yes, you can order over the phone. All you need to do is to contact our customer service first. Get in touch and our team will be happy to get back to you to place your order by phone.


How will I know you received my order?

You will receive an order confirmation email, within 12 hours of your order being placed. If you have not received this email, please check your junk mail filter. Alternatively, your order may be on hold, in which case you will receive an on hold email from us.


When will my payment be deducted?

Your payments will be taken when you place your order, just after we performed a security check.


How can I retrieve my order number?

When you place an order, we send an order confirmation email to the email address your account is registered to or to the email address you provided during the checkout process, if you don’t have a registered account. 

If you have a registered account you can also find your order number by checking your ‘Order history’ in ‘My Account’. For each order listed in the ‘Order history’ section.


Can I add items to an existing order?

Unfortunately no, because we aim to dispatch your order as quickly as possible, we do not allow you to add items to an existing order. If you want you can try and get in touch and we’ll be happy to help you if possible, but please note that if the order has already been dispatched we won’t be able to change it either. In this case, the easiest way to add items is to create a new order.


Can I cancel an order once it has been placed?

Your order can be cancelled up until the point that it has been dispatched in our warehouse. Get in touch if you need to cancel an order. If your order has already been dispatched, you can return it within 28 days of dispatch.


How do I redeem a voucher or discount code?

You can redeem your voucher or discount code at the order checkout. Click the 'Have a discount code? Click here to enter it' link under the Order Summary section.

 

PAYMENTS


What payment methods do you accept?

We use Worldpay and Paypal to handle payments, therefore you can pay using your Paypal account, or the following credit and debit cards: MasterCard, Visa, Maestro, JCB and American Express.


Are my payments secure and private?

At Creoly, we take care to protect your privacy and secure your information. We will not disclose your personal details to any third parties.

We use Worldpay and Paypal to handle all payments and do not store any customer payment information.

DELIVERY


What delivery options do you offer?

Please see our Delivery page for information. Click Here


What happens if I’m not at home when you deliver my order?

If you are not at the specified delivery address when delivery is attempted, the carrier should leave a ‘while you were out’ card. This card will give you the information you need to collect your parcel, or have it redelivered elsewhere.


Can I change my delivery address after my order has been dispatched?

Unfortunately no. Once an order has been dispatched, the delivery address cannot be changed. This is because your order has already been packed and may have left our warehouse.

If the delivery address you supplied was incorrect then please contact us. We will usually request that a suitable amount of time is given to see if the postal service manages to deliver the parcel, failing that we have to wait for the parcel to be returned to our depot.


How can I check if my order has been dispatched yet?

When we dispatch your order, we will send a dispatch confirmation email to the email address you provided during the checkout process or which your account is registered to. If the delivery option you selected allows tracking the parcel, this email will include a tracking number.


Can I track my order?

The possibility to track orders varies depending on the delivery option you choose, and also on size, weight and destination of the parcel.

If the delivery service offers tracking, then your dispatch confirmation email will include a tracking code you can use to track your order.