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Frequently Asked Questions

 

Need a little help? We can be of service...

 

Please find the answers to your most commonly asked questions here, for any other queries please do contact us: 

 

Retail Enquiries (any customer enquiry relating to our stores)

Email: customerservices@storetwentyone.co.uk     

Phone: 0121 746 7020

Online Enquiries (any customer enquiry relating to our website)

Email: online@storetwentyone.co.uk

Phone: 0843 289 5421

                                                                                                                  

Our normal working hours are Monday to Thursday 9.00am – 5.00pm, Friday 9.00am - 4.30pm, we’ll be sure to deal with your query as quickly as we can. If you cannot reach us please leave a message, stating name, order number and contact details and we'll get back to you. 

                                          

Complaints

We sincerely hope that you are not dissatisfied with any aspect of your Store Twenty One shopping experience, however if you are please do contact the revelant customer service department (retail or website) on the above channels and we will do our best to resolve any issues.

 

Retail Stores

Bank Holiday Opening hours 

Each store has individual opening hours over bank holidays, for information please contact the retail enquiries customer service team. 

Rewards 21 Loyalty Scheme

Our loyalty scheme, Rewards 21 has now come to an end as of the 31st December 2016 as it was no longer proving beneficial to the business. When the Loyalty scheme was introduced in September 2010, the terms and conditions stated that: “Cards remain the property of Store Twenty One who reserve the right to terminate the Rewards 21 Loyalty Scheme at any time without notice.” We are sorry for any inconvenience or disappointment this may have caused. We will be exploring the possibility of alternative loyalty schemes in future, in the meantime thank you for your co-operation. 

Do we accept Vouchers?

Online NO sorry, Retail Stores Yes! But we only accept Love 2 Shop Vouchers & Say Shopping Pass (Sodeox) vouchers.

Our stores accept Love 2 Shop vouchers but we do not accept Love 2 Shop gift cards as we do not currently have the facility to accept these. Please note that this applies to our stores only, we do not accept vouchers online as we do not currently have the integration to support this. 

Where is my local store?

Our list of stores are featured on the “store finder” section of our website with full contact details and opening hours.

 

Order process

I don’t seem to be able to log into my account.    

I'm sure we can help, contact us at: online@storetwentyone.co.uk  

I can't seem to put an item into my basket.

The item may have recently sold out. Our buying team work hard to keep our website updated with new season and regular product lines to show you everything that is available. New lines are added every week. However, if an item has sold out we are unlikely to get any more in the future. If you think you may be experiencing a technical issue please contact the website customer service team who will be happy to look in to this for you.

Can I track my Order?

When your order has been despatched, you'll receive a despatch confirmation email with a tracking number and a link to track your parcel. You can track the progress of your parcel at www.royalmail.com/track-your-item enter your reference number in the Track item number box; this will give you the up to date status of your order.

Where is my order? I haven't received an email confirmation.

If you haven’t received an e-mail, please do check the "Order history" on your Store Twenty One account. If you do have an order number it would be worth checking that your email address is correct. If, however, there is no recent order listed it means the process has been unsuccessful.

Can I order over the phone?

I’m sorry we are not able to take payments over the phone. Our website has been designed to offer you maximum security and you can pay by debit, credit cards and PayPal.

How do I amend my order once it has been placed?

Unfortunately this isn't possible. We would need to cancel your existing order and ask you to place a new one.

Is it possible to cancel or change my order?

Unfortunately because we operate a very fast warehouse turn-around process, once your order is placed it is immediately sent to our Dispatch Centre and changes cannot be made, however we are more than happy to refund or change your items, just return these to us in the same condition you received them with all labels in-tact, within fourteen days. If you have ordered the wrong item we would ask you to simply place another order and send the incorrect items back to us.

Your rights under the distance selling regulations?

The UK Distance Selling Regulations Act advises that you have seven working days to cancel your contract; we are more than happy to extend this to fourteen days and will be pleased to issue you with a full refund once we receive your items back. You will need to pay the cost of returning the order. The items must be in their original condition and will be inspected once we have received them.

I've received my order but something is missing.

Please check your final dispatch email. Any change to the order will be outlined here. If you find a discrepancy email us at online@storetwentyone.co.uk and we will do our best to help.

I've seen a product on the website but it isn't available in my size

We are currently working on a Click and Collect service so if you see a product you like but it isn’t available to purchase through the website, you’ll be able to search for stock at your local store. In the meantime email us at online@storetwentyone.co.uk and we will try to locate the item in your size for you.

Can I have more information on products and sizing?

Absolutely, our sizing is equivalent to the rest of the high street, and it isn’t too snug. So if you’re a twelve in your favorite high street store, you should find our sizing is comparable! Please visit the section on sizing to find out more.

 

 

Delivery

Which courier do you use?

We use Royal Mail for all of our deliveries.

I placed an order using standard delivery, can I upgrade to Express?

We’re sorry but once your order has been placed it’s not possible to change your delivery choice.

How do I ensure that my order arrives on the specified day?

All Royal Mail Express Tracked orders placed before 5pm (Monday-Thursday) will be dispatched the same day, subject to stock availability, to arrive the normally the Next Day. Orders placed via Royal Mail Express tracked on Friday before 5pm will arrive normally on the next working Monday, orders placed after 5pm on a Friday (including Saturday and Sunday) will be picked and packed on the following Monday, to arrive Tuesday/Wednesday. 

All Royal Mail Standard orders placed before 5pm (Monday-Friday) will be dispatched the same day, subject to stock availability and delivered within 3-5 working days. Orders made after these times will be dispatched the following working day.

I have a problem with my delivery

Firstly please check your tracking information at https://www.royalmail.com/track-your-item and enter your reference number in the Parcel Number box. If you are still unsuccessful please don't hesitate to e-mail us at online@storetwentyone.co.uk and we will endeavour to resolve any issues.

If I pay for Royal Mail Express Tracked is my parcel guaranteed to arrive the NEXT working day?

We would like to guarantee this but unfortunately we can't, in MOST instances your parcel will arrive next day but there are sometimes delays in the Royal Mail service which cannot be helped.

 

Returns

What is your returns policy?

For full details on returns, please go to the "returns" section on our website.

How long do I have to return an item?

You have 14 days from the date on which the goods were received to return any item.

I've missed the returns deadline.

Regrettably, our 14-day policy means we are unable to accept returns outside the stated period.

Have you received my return?

If your item was purchased directly from our website www.storetwentyone.co.uk we will send you an email as soon as we receive your return. Please allow 10 working days from the date of receipt for your return to be processed.

I requested an exchange but I have received a refund

When any item is received into our warehouse an automatic refund is applied. If you requested an exchange a new order will be placed for you along with a new charge.

How do I return an item?

If your item was purchased directly from www.storetwentyone.co.uk inside your parcel there will be an invoice which details our returns process. Simply package your order up and enclose your returns slip. Please don’t forget to pay for your postage. If you have purchased an item from a Store Twenty One store please pop back to the store and they will process your return for you.

I have a faulty item, what can I do?

We take great pride in everything we do; all of our items are quality checked before they leave our warehouse so we are as disappointed as you when things aren’t up to scratch. Please return the item to us with the reason for the return and we’ll endeavour to resolve the matter promptly.

When will I get my refund?

Once we've received your returned item(s) we will send you an email to confirm your refund, which will be processed within 5-10 working days of receipt.

I ordered online and have received the wrong item(s).

Email us at online@storetwentyone.co.uk so that we can help you.

I have not received a returns label/returns form

A returns label is included in every UK online purchase. If for some reason the label is missing please write the following address clearly on your package:

Store Twenty One Returns Team

Store Twenty One Distribution Centre,

Alok House,

Drayton Road,

Shirley,

Solihull,

B90 4NG

I need to return an item but do not have my receipt.

I am afraid we cannot accept items back that do not have a receipt, the original paperwork, or proof of purchase such as a bank statement.

Do I need to obtain a tracking number for my return?

Yes, you do – for your peace of mind. This can be requested from the Post Office.