Frequently Asked Questions (FAQ)

It is our goal at ethicalonestopshop.com to make shopping as easy and enjoyable as possible. We hope that you will find the answers to your questions among these frequently asked by our customers. If there is anything else that we can assist you with, please contact us by e-mail or using our contact form. We do our best to respond to all queries within 72 hours.

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Hot link to Products, Pre Sales, Post-Sales, Security

PRODUCTS

How do I know that the merchant or product is ethical?

Each merchant featured on ethicalonestopshop.com has undergone an application and approval process, including a questionnaire about their business and products.
They have signed an agreement to comply with our Ethical Policy in regard to their chosen fields and product listings.
If you require any further information or have a specific question please feel free to contact us using our contact form or call Customer Services on 0845 130 9475.

How can I obtain more details about a product?

Normally all the information we have about a product is shown on the product 'More info' page, usually found by clicking on the product image or 'More info' button. If you have any additional questions about a particular product, please contact us using the contact form.

How do I find out the price of an item?

You will find product prices on the individual product 'More info' pages. The price is shown inclusive and exclusive of VAT and there is an estimated price in US Dollars and Euros (for accurate conversations you will need to contact your card issuer who will inform you of the exchange rate for the day).

How do I know that the item is in stock?

All items on the site should be available, unless there is a specific reference to the availability of an item on the 'More info' page.
If an item is temporarily out of stock this will be shown and if known the estimated re-stocking date will also be displayed. Some out of stock items can be ordered and shipped when they become available. For other items you will not be able to order until they are back in stock, do please add the product to your favourites and revisit the site soon as we are constantly updating stock availability.
Items that are no longer available are marked as 'sold out' or are removed from the site completely.
Should you order an item which is no longer available then our merchant will contact you immediately and advise you of suitable alternatives.

Is there a warranty or guarantee?

Products are covered by the merchants own warranty policy. In many cases, you can find warranty information on the more information page of a product. If you'd like further information, or the warranty policy is not clear, please contact our customer services using the form below. Some merchants offer extended warranty; once you have placed an order with us you will be given the contact details of the supplier, you can contact them to arrange the extension if they offer it.

Can you send me a catalogue?

Due to the vast number of products, and their ever-changing availability, we regret we do not publish a catalogue.

Products not available or disappearing

When we bring a new edition of a merchants range to the site, all old stock will be removed. Therefore, if you cannot find a product which you have seen in the past, it may be that it is now discontinued or no longer available.

Why are some products featured more than once?

The item you have found may be shown 2 or 3 times on the website, this is not an error, simply that 2 or more of our merchant partners sell the same product. It may be that the products are the same price, but shipping may differ; to get the best price, add the items to the basket to compare total costs.

How long will a special offer last?

Our website is updated regularly, therefore we cannot always predict how long a special offer will last. If we are aware of the end date then it will be displayed so you know how long you have to purchase at that price (stock permitting). However, special offers can come and go without prior notice so it would be best to order as soon as you see the item(s) to avoid disappointment.

Am I charged for the items as soon as I order them?

No, you will be charged once the item is ready for shipment (unless the item is being made to order, or is a pre-release item with a deposit required).

Will you price match other companies?

Our suppliers dictate our prices, so it is not at our discretion to offer any discounts or price matches.

Can I get a discount if I order in bulk?

We may be able to offer discounts for larger quantities, please email detailed requirements to customer.services@ethicalonestopshop.com

Do you sell products not listed on your website?

The general rule is if it's not on the site, then we don't sell it. However, if you would like to contact us using the contact form, we can contact the appropriate supplier on your behalf to try and source it for you.

Do you sell replacement parts?

No, you would need to contact the manufacturer for spares.

PRE SALES

I am having trouble checking out?

You need the check your 'Cookies' are turned on.

What payment methods do you accept?

All orders must be paid for by credit or UK debit cards. You can find out which methods of payment a merchant accepts by adding the product to the basket, proceeding to checkout, and viewing the drop down 'card type' menu. We do not accept payment by cheque or postal order, and you cannot pay in instalments.

Which Credit and Debit Cards do you accept?

All our merchants accept Visa (including Delta) and MasterCard. Some also accept American Express, Switch, Solo, Eurocard and Electron. You can find out which cards a merchant accepts by adding the product to the basket, proceeding to checkout, and viewing the drop down 'card type' menu.

Can I pay by cheque or postal order?

Sadly we cannot accept payment by these methods, we accept most major credit and UK debit cards.

What are the shipping rates?

Each of our merchants have their own shipping rates and policies (prices can be calculated in many ways - per order, per item, weight, order value). You can find the charge by adding the product(s) to the basket and selecting your delivery destination.

Do you ship goods to destinations outside of the UK?

Some of our merchants do offer international shipping, although not all of them.
The quickest and easiest way to find out whether they do is to add the product to the basket and then select your delivery destination accordingly. The cost will be displayed if the merchant does ship to that destination or you will be advised if they do not.

Do I pay a delivery charge for each item?

Each of our merchants have their own shipping rates and policies (prices can be calculated in many ways - per order, per item, weight, order value). You can find the charge by adding the product(s) to the basket, and selecting the delivery destination accordingly.

Do you offer a next day delivery option?

Some merchants do offer next working day delivery, although not all of them. Add the item you wish to purchase into the shopping basket where the estimated time scale (and cost) for delivery is displayed. The time-scale field may be a drop down menu with several options, if next day is available then it will be an option, once you make a selection the shipping charge will change automatically. If the time-scale information is not a drop down box, then the merchant supplying your goods does not offer a quicker means of delivery.

Can I spread my payments?

We regret not.

What is VAT?

VAT is a statutory tax in the UK and EU, this is automatically removed for goods being delivered outside the European Union.

Can I nominate a date or time for delivery?

It may be possible to nominate a day (but not a time), however you cannot do this whilst ordering on-line or over the telephone. Once your order is confirmed you will receive an acknowledgement email containing the merchants contact details. You should contact them directly to discuss a mutually convenient delivery date. Whilst merchants will do their utmost to meet your requirements, this cannot be guaranteed.

What if I am at work when the courier tries to deliver?

The courier will leave a card to say they have attempted to deliver, this will include the local depot telephone number which you will need to call to re-arrange delivery of the order or collect it yourself. It may be an option to specify an alternative delivery address when ordering.

POST-SALES

Can I make changes to my order?

If you have not yet checked out, you can easily change the quantity of an item by going to 'view basket', change the quantity and 'recalculate'. If you wish to change the size or colour, change the quantity of the item to '0' and recalculate, then continue shopping and add the correct size or colour to the basket.

If you have already checked out and the order has been placed, you will need to contact our customer services to amend the order, use the contact form. We cannot change sizes and colours easily, so it may result in your original order being cancelled and placed again.

How do I find out how my order is progressing?

You should contact the merchant directly to determine the status of your order. The merchant's phone number and email address can be found in the email acknowledgement of the order.
NEW - You can also track your order online if you know your email address and order number. Click here for order updates and the merchants details.
If you did not receive the email or do not have an order number please use the contact form to inform our customer services, and they will locate the merchants details for you.

I contacted the merchant about my order and they said they cannot find it, what should I do?

If you have just placed your order with us and contacted the merchant to confirm receipt, but they don't have any record of your order, don't worry, they just haven't downloaded the order from our back office system yet.
Please don't replace the order with the merchant; otherwise you may end up with duplicate shipments.

If however the order was placed at least 24 hours previously and there is no record, please contact us immediately to investigate (use the contact form).

What is the returns policy?

We want you to be satisfied every time you shop with us. Our "no quibbles" guarantee means that if for any reason you are unhappy with the goods purchased you may cancel your order and return the goods to the Merchant within 7 working days from receipt of the goods, you will receive a refund within 30 days of cancellation.
It is your responsibility to take care of the goods before returning them, and they must be returned in a state where they can be resold. We will not accept return of:

• Fresh / disposable / perishable goods (e.g. flowers or fresh foods)
• Sealed audio / video recordings or computer software which have been opened
• Goods made to the customer's personal specifications

Most merchants will provide returns information in with the delivery note/invoice. Where you wish to return goods and do not have returns information, you can contact customer services for the returns address of the particular supplier(s) you ordered from. Whichever way, it is vital that you enclose a covering letter with the return detailing your name, full address, order number and reason for return (please also specify whether you require an exchange or refund). We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt.

Do I have to pay for returns?

Unless the goods are defective, damaged or not as specified on your order acknowledgement, you are responsible for the cost of returning goods to the merchant. We recommend that you use Recorded Delivery, as proof of shipping is not proof of receipt.
If however the goods are faulty then the postage costs will be refunded.

How can I make changes to my address or email address?

Please email any order detail changes to customer services using the contact form.

What if I haven't received my goods in the specified time-scale?

Once your order has been placed with us, all contact regarding the order and/or individual products should, in the first instance, be made direct to the relevant Merchant for that product.
The merchant's phone number and email address can be found in the email acknowledgement of the order. If you did not receive the email, please use the contact form to inform our customer services, and they will locate the merchants details for you.

SECURITY

Security Assurance

Transactions that involve your personal information (like credit card numbers) are performed securely using our SSL secure mode. You can verify you're in secure mode from the URL at the top of your browser: https:// - the "s" means "secure" and that the server is encrypting all data over the connection. Normally you will also see a padlock displayed in the lower right hand corner of your browser. Double clicking the padlock will give you more details on our security certificate.

Will my details be available to any other companies?

Your details will be passed to our merchant partner for order fulfilment purposes. However, your email address will not be disclosed to other companies for marketing.