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FAQ

We wish to reduce the amount of calls to our customer service team in order to help maintain our competitive prices. If you have any questions, please take a moment to see if the answers are published below.

Orders

Do I have to order online?

Ordering over the internet with Store Twenty One is the safest and most secure method of paying and therefore we only accept orders placed online.

Is it safe to order online?

We use secure socket layer software (SSL) to encrypt all of your personal information including your credit card number and your name and address. This technology prevents you from inadvertently revealing personal information using an insecure connection.

Can I change/cancel my order?

In accordance with the Distance Selling Regulations, for most Products ordered via our website, you have the legal right to cancel your order within 10 working days of the day after you received the Products ("Cancellation Period"). However this right does not apply to certain items such as personalised products, perishable goods or items that cannot be returned for hygiene reasons (see below). If you wish to exercise your right to cancel your order, you need to inform us in writing within 10 working days starting the day after you received the Products. You must take reasonable care of the Products and immediately return them to us in accordance with our Returns Policy below. Return of the Products within the Cancellation Period will be considered to be notice of cancellation under the Distance Selling Regulations. If you cancel your Contract, we will refund the full price you paid for the Products, using the same method you used to pay for them, within 30 days of us receiving notification of your cancellation and/or the returned Products.

Why has my order/item been cancelled?

Orders or parts of an order may be cancelled by our system for various reasons. Possible reasons include:

  • Unavailable item(s)
  • Difficulty in processing your payment information
  • Inability to ship to address provided
  • Existence of a duplicate order

If any part of your order is cancelled, you will receive an e-mail. You will not be charged for any cancelled items. Once an order is cancelled, it cannot be reprocessed and must be submitted again on our website.

Can I pre-order an item?

No, due to the exclusivity and quick turnaround of our stock you are unable to pre-order anything at the moment.

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Returns

Can I return products in store?

Items bought via our website cannot be retuned or exchanged in store.

Can I exchange a product?

Items can only be exchanged by returning the product and placing a new order.

Is there a guarantee?

If you are not entirely satisfied with your purchase, please return it in its original condition within 10 days of receiving the order. Lingerie or jewellery products are non-returnable for hygiene reasons. All goods will be inspected on return and any item in unsuitable condition will not be refunded.

What if I have gone over the 10 days return policy?

Unfortunately once the 10 days are over, products cannot be returned.

How much will it cost to return my parcel?

The cost of the return will depend on the amount of products, there weight and the carrier you use. All return shipping charges must be prepaid. It is recommended that you use registered delivery for your return.

How do I make a return?

If for any reason you need to return any of your items please complete the returns slip at the bottom of the dispatch note which you received with your products or alternatively you can visit our website www.storetwentyone.co.uk, go to 'my account' and click on the relevant order. You have 10 working days from the delivery date to return items to us. The returns slip must be placed inside the parcel and the returns address label stuck to the top. The returns department reserves the right to refuse any parcel that does not meet this criteria.

Please send your returned goods to:
Store Twenty One
Internet Returns Department
Tureck House
Drayton Road
Shirley, Solihull
B90 4NG

How long will it take to refund me?

It will take approximately 30 days to process you refund and 5 -7 working days for the refund to be credited to your account and appear on any bank statements.Please allow this time period then check your bank statement, if it doesn't appear do not hesitate to contact us.

Can you confirm you've received my return?

Once we have received your returns you will be notified via an email.

Faulty items/wrong items

If the item you received is faulty, please follow the same procedure as that for returns. If this is the only item ordered then you will be refunded the cost of the product together with the cost of postage.

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Payments

What cards do you accept?

We accept the following major Credit Cards and Pay Pal

We accept the following major Credit Cards and Pay Pal

What currency do you accept?

We only accept UK Pound Sterling (GBP)

Can I pay by any other method?

We only accept payment by Credit Card, Charge Card ,Debit card or Pay Pal.

Please note we DO NOT accept the following payment methods:

  • Payment on Delivery
  • Cheque
  • Instalments
  • Splashplastic
  • Bank Transfer
  • Postal Order
  • Laser Card

When will I be charged?

When you reach the final billing page and submit your order we will immediately contact your bank or card issuer for authorisation to take payment from your account. If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.

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Delivery

Where do you deliver to?

Although we can deliver to the Scottish Highlands & Islands, Northern Ireland, Republic of Ireland, Isle of Man, Isles of Scilly, the Channel Islands and British Forces Post Office (BFPO) addresses, delivery to these locations may take up to 10 days.

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What if I am not home to take my parcel?

If you are not available to take your parcel, it will be left with your neighbour or in a secure location. All parcels will be fully tracked, with 100% proof of delivery (signature or secure location ID). Three delivery attempts will be made; if the delivery is still unsuccessful the parcel will be returned to the Store Twenty One fulfilment centre.Once we have received the parcel the order will be cancelled and refunded. A notification email will be sent to you shortly afterwards.

Can I track my order?

At our warehouse, tracking numbers are assigned, when applicable, to parcels. However, it may take up to 48 hours before the parcel is checked into the carrier's tracking system. Even though your parcel has already been despatched from our warehouse and is on its way to you, the carrier may not be able to provide any information about your parcel for up to 48 hours. To check the status of your order visit your account and click on 'Order History' which will display the order status. If you have not received your parcel please contact us on online@storetwentyone.co.uk.

How much does delivery cost and what are the options?

Standard Delivery - £3.95. Delivery of your order normally takes 3-5 business days depending on your location and designated delivery method. Business days are Monday-Friday, excluding nationally recognised UK bank holidays.

Will I have to sign for my delivery?

Yes, a signatue is always required.

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the parcel.

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Product

I need more information about a product.

We aim to give, and show, as much information about a product as possible. Our site is designed to show image detailing such as buttons, stitch detailing etc. If you do need any further information email our Internet customer service department who will endeavour to help on online@storetwentyone.co.uk.

What if a product I like is out of stock?

If the product is out of stock, look out for similar products appearing in the near future.

I saw an item in an advert but cannot find it on your site

Many of the items shown in adverts sell out very quickly. Once a style has been sold out we may receive additional stock,but this is not guaranteed, so do look out for similar products appearing on our website.

The product I ordered is now reduced.

Unfortunately, we cannot reimburse you the difference in price after you have placed an order.

Do you have a catalogue?

Unfortunately, we do not curently print any catalogues.

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Promotions

How do I use a Promotional Code?

At the Checkout stage - Order Summary, Click on the "Redeem a Promotion Code" link and enter the code in the Promotional Code box and if the code is valid your discount will be applied.

What if I forgot to use my Promotional Code?

Unfortunately, we are unable to manually enter discounts after the order has been completed.

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