FAQs

Shopping Process

How do I purchase items from the site?

To purchase items, simply click the ‘Add to Basket’ icon when you hover over an individual item or whilst viewing the product review.

Once you have finished shopping, you can view all of your items in ‘My Basket’ and proceed to checkout.

Is it possible to order items over the phone?

Yes. Items from the store can be purchased over the phone by calling our web order department team on 01582 839114.

What are the opening hours for the web order department?

Opening hours for web ordering are as follows:

· Monday – Friday: 9.00am – 5.00pm

· Saturday: 9.00am – 4.00pm

What are the opening hours for the GJW Titmuss store?

If you wish to visit our Hertfordshire store, you can do so during the following times:

· Monday – Friday: 7.30am – 5.00pm

· Saturday: 9.00am – 4.00pm

Please note that we are closed on Sundays and Bank holidays.

Where is your store located?

The store address is:

New Mill

Lamer Lane

Wheathampstead

Herts

AL4 8RG

Is tax included in the price of items displayed on the site?

Yes, all of our prices include VAT.

How Can I pay for My Products?

Payment can be made by credit or debit card, and also via PayPal online.

GJW Titmuss accepts the following forms of payment: Switch, Visa, Visa Electron, MaterCard, Maestro, and Delta.

We do not accept cheques or postal orders.

Will I receive confirmation once I place an order?

Yes. After placing an order you will receive a confirmation email with all the details of your order.

We’ll send you a second confirmation email once your products have been dispatched. This will state your courier tracking information and this can be used to monitor your parcel.

How do I remove an item from my shopping basket?

If you no longer want an item or you have added it to your basket by mistake, simply click on ‘My Basket’ at the top of the screen. You will then need to click the X icon next to the product that you wish to remove.

Once completed, the item you have deleted will be removed from your basket before you continue shopping or move onto the checkout process.

How do I pay for my items?

Once you have finished shopping, click on ‘My Basket’ and then ‘Checkout Now’.

Follow the instructions on your screen to complete payment for your items. The full payment process will be completed in less than five minutes.

Is the checkout and payment process secure?

At GJW Titmuss we take the issue of security very seriously.

All interactions on our site are protected through encryption, which complies with international standards.

By using Secure Socket Layers (SSL) to encrypt sensitive data, your personal information will always remain protected during all online transactions.

Please visit our Security page for further information.

Your Account

Do I need to create an account to purchase products?

No. It is possible to skip the registration process and checkout as a guest if you are looking to make a quick purchase.

Returning customers who have registered with us can login to their account as and when needed to place new orders, view existing purchases, and retain account information too.

How do I create an account?

To create an account, either click ‘Register’ at the very top of the Home page, or alternatively before you enter the checkout process, where you’ll be prompted to enter your details for registration before paying for your goods.

Your email and password will then be used to access your account when you login to your account in future.

Once I’ve setup an account how do I login?

All users can login via the ‘Login’ icon at the top left-hand side of the Home page.

What can I view when I login to my account?

When you login to your account you will able to view the following:

· My Details - view and edit your profile, as well as your delivery and billing details

· My Orders - track and monitor the progress of your current orders and review your full purchase history

· My Products – view your shopping lists and any saved items that you have placed in your basket

· My Reviews – write a review on your latest purchases and edit your own existing product reviews

· Contact Us – email us directly from your account

What should I do if I forget my password?

If you forget your password, click on the ‘Forgotten Password?’ option located in the ‘Login’ section. After following the instructions you will be sent an email detailing your current password and you will be able to log back into your account.

Can I sign up to the GJW Titmuss mailing list?

Yes. To sign up to the mailing list and receive the latest deals and newsletters, visit the Home page. Enter your email address under ‘Stay In Touch’, located half way down the page.

Delivery and Shipping

What costs are involved when delivering my items?

We are pleased to offer FREE DELIVERY on orders over £19*to delivery locations within the UK. There are no surcharges for deliveries to the Highlands and Islands.

For orders under £29, a £5.00 delivery charge will be added per order.

*A very small percentage of items are marked as ‘Bulk items’. These products are very bulky and heavy, which makes them very costly to send. So, in order for us to be able to sell these goods, these products will incur a ‘bulk item surcharge’ of £5.00 per item. When these items are added to the basket, the surcharge(s) will show both on the ‘mini basket’ and the ‘my basket page’.

The total postage and packaging charge will be displayed during the checkout phase.

How will my items be delivered?

GJW Titmus are proud to have Yodel Couriers as our delivery partners. Items will be delivered by either of these courier companies.

Products less than 1.2kg in weight will be sent as a parcel in the post via Royal Mail.

Are there any areas in the UK that GJW Titmuss don’t deliver to?

No, we deliver to any location in the UK. Furthermore, there are no delivery surcharges for deliveries to the Highlands and Islands.

How long will it take for my items to arrive once they’re dispatched?

Deliveries to mainland Great Britain will arrive within two working days after they are dispatched.

Additional time will be needed for alternative locations, during peak periods such as Christmas, and also after Bank holidays.

What time of the day are my items likely to arrive?

Delivery times will vary depending on your courier.

Deliveries by Yodel are made Monday to Saturday 7.00am – 9.00pm. All times apply to working days and exclude Bank holidays.

Order times can be monitored via: Yodel

Will I need to sign for my goods?

No, during the checkout you can specify for your goods to be left with a neighbour, or in a selected safe place. You can however, specify that the goods are delivered to your chosen delivery address. In which case Yodel will try to deliver to this address, but have however, been instructed to leave the parcel with a neighbour or left in a safe place if no one is home. If you do not want your parcel left, then please specify this at checkout. Finally, when signing for a parcel, please check that the packaging has remained intact and that the correct number of items is present before signing.

GJW Titmuss will not be held responsible for goods that are signed for but not received.

What should I do if the parcel packaging is damaged?

If your packaging is damaged you are entitled to refuse the parcel. You don’t need to refuse the whole delivery if you have purchased a group of items, providing all other parcels arrive in a suitable condition. If your parcel has been left in a safe place or a neighbour has signed for it, then please let us know of any damaged within 24 hours of delivery.

Can I state where my items should be left if I’m not at home when my items are being delivered?

Yes. During the checkout process you can specify where goods should be left if you are not going to be in during delivery.

For deliveries made by Yodel, your items will be left with a neighbour if you are not in. If you do not wish to proceed with this option you can specify redelivery during the checkout process.

Returns and Corrections on Orders

What happens if I discover that the contents of my parcel are damaged?

If you sign for your parcel before noticing that your items are damaged, you must notify us within 24 hours of delivery.

To consider a refund or replacement, we must see photographic evidence of the inner and outer packaging first, before we can make a decision.

For further assistance, you can speak to one of our team members by calling 01582 839114 or emailing enquiries@gjwtitmuss.co.uk.

Is it possible to return my items?

If you wish to return your items, please notify us within 24 hours by calling 01582 839114. After notifying us, you have up to seven days with your receipt to return your goods for a full refund.

The cost of retuning items will need to be paid for by you. Please send all returns to the following address and include a note detailing your contact details and reason for return.

Please note: we advise you to use a recorded delivery service to ensure that your items remain protected.

Unit 1, The IO Centre,
Hertfordshire,
Hatfield AL10 9EW

Heavy goods can be collected by courier at a charge of £15.00 for items up to 32kgs. If you’d like to know more about this option please call us on 01582 839114.

Are there any items which cannot be returned?

Yes. Safety equipment such as riding hats are non-returnable due to health and safety reasons with the exception of faulty items.

How do I return faulty items?

Items that are faulty will need to be returned to us via your own means. After they are returned, if the goods are deemed to be faulty, we will be able to credit you for the postage paid and also replace the item.

What should I do if I notice shortages on my initial order?

If you are missing any items on your delivery then please notify us within 24 hours of delivery.

What if I have not yet received my order?

Please call GJW Titmuss on 01582 839114 or email us via: enquiries@gjwtitmuss.co.uk.

We will be more than happy to establish where your parcel is and rectify any problems within the delivery process.

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