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Frequently Asked Questions

Many frequently asked questions are answered below.  If you cannot find an answer to your query, please contact us.

Are my personal payment card details secure? How can I find a specific item?
Can you provide next day delivery? I do not have a credit/debit card, how can I order?
How can I view my account statement? Should I insure my collection?
How do I know if my item has been despatched? When will you take the payment from my credit/debit card?
How do I return a delivery? Why am I unable to access my account details on the website?
How do the EasyPay instalments work? Why did my payment I made not go towards a specific product?
How long will it take to receive my order? How does Continuous Credit/Debit Card Authority Work?
What do my Email Preferences mean?

 
For more information about regular collections from The Westminster Collection, please click here.


 

Are my personal payment card details secure?
Security of both your credit card and personal details are very important to us and have been carefully considered in the development of the westminstercollection.com site. All customer registrations and orders placed through our on-line catalogue are handled using 'Secure Socket Layers' and 128-bit encryption. [back]

Can you provide next day delivery?
We do provide a next day delivery service for an extra charge of £3.50. Please contact the Customer Service Team directly on 0333 00 32 777 and we will arrange this for you. Please note, the item must be in stock which can be checked on the website. Also if the request is received after 2pm we cannot guarantee the delivery will go out that day. [back]

How can I view my account statement?
All registered online customers can view their statement on the Statement Page. You will also have the option to print out your statement. [back]

How do I know if my item has been despatched?
Please look at your Order History, which will detail any products that are either on order, despatched or previously received. [back]

How do I return a delivery?
If there is any problem with your delivery or if you simply do not require it, you are fully covered by our 30 Day Money Back Guarantee. For full details on how to return a delivery, please visit our Guarantee of Satisfaction page. [back]

How do the EasyPay instalments work?
For your convenience, payment for our more expensive items is offered in a number of conveniently spaced and equal interest free instalments. The details for each product are shown alongside the price.

Your credit card will be charged an initial payment prior to despatch of the item and for the remaining balance in equal interest free instalments at regular intervals after that. Unless stated otherwise, those intervals will be monthly. Any postage and packing will be charged on despatch of the goods and should you prefer to pay the remaining balance in one go you can contact us or see the details included with delivery of your order.  The amounts to pay at the point of despatch and to pay later will be shown in your basket page as you confirm your order.

If you prefer to pay in full for an item and not take advantage of our interest-free instalments then simply uncheck the instalment box in your basket.

We regret that we are unable to offer instalments to customers outside the UK.  Should you not want to use the same credit card for the remaining instalment payments after we have despatched your delivery, please contact our Customer Service department on 0333 00 32 777. [back]

How long will it take to receive my order?
We aim to turn all deliveries around within 7 days. However, occasionally we are unable to achieve this when product is delayed or particularly if the item is a pre-release offer. You can rest assured that your credit or debit card will not be charged until the time your order is despatched. If you have not heard from us within 28 days of placing your order please do Contact Us. [back]

How can I find a specific item?
If you are looking for a particular product try using our keyword search box at the top right of each page. Type in a relevant word and click SEARCH to display any items matching your search. If you still do not see your item please do Contact Us.

If you have the order reference of the item you wish to order but cannot find it on the website and simply wish to order it then you may use our Quick Order page. [back]

I do not have a credit/debit card, how can I order?
If you do not own a credit or debit card then you can place an order by calling our 24 hour orderline on 0333 00 32 777.  Alternatively if you have a mailing or advert, you can forward the completed order form to us by post or you can contact us and include your name and address details, account number (if you have one) and the order reference. [back]

Should I insure my collection?
Many people choose to insure valuable items for security and the decision as to whether you do must be yours. Whilst we are unable to insure items ourselves or recommend any one other company, if you feel it would be appropriate to insure your collection a good starting point would be to contact the company which provides your home contents cover. [back]

When will you take the payment from my credit/debit card?
For items that you are paying for in full, we only take payment upon dispatch of goods. If you are paying for one of your items in instalments, the terms of the instalment payment plan will be detailed at the time of ordering. [back]

Why am I unable to access my account details on the website?
If you are having trouble recalling your password, we suggest that you request a Password Reminder.  Enter the email address that you registered with and an email will be sent to you with your password reminder question.

If you still experience difficulties then please Contact Us including your name and address details, account number and the email address that you registered with.  We will then arrange for your password to be reset and inform you of your temporary password. [back]

Why did my payment I made not go towards a specific product?
Westminster accounts have an 'open accounting system' a lot like a bank account. In this way you can see the total owing for all items that have been sent and make either part or full payment as you wish. This system means that customers wishing to pay by card after receiving the goods are able to do so.

Should you wish to pay for items specifically when the payments are due and ensure the amount goes towards that product all you need to do is opt to pay for that item on your card when placing the order. In this way the system will automatically debit the funds for that product upon dispatch of the goods. The payment is then coupled with the product regardless of any outstanding balance from other goods. [back]

How does Continuous Credit/Debit Card Authority Work?
When you choose to take advantage of Continuous Credit Card Authority we will automatically charge your card for your current outstanding balance and when we despatch any goods to you. It will all be handled automatically for you, ensuring your account is always up-to-date. Remember your card will only be charged when your delivery is ready for despatch.

If you receive one of our collections built up with monthly deliveries, your Continuous Credit Card Authority will work in the same way. As soon as your next delivery is due for despatch we will automatically process payment on your behalf. Of course, you remain fully covered by our 30 Day Money Back Guarantee, which means that if you do not wish to add any item to your collection you can return it for a full refund to your card. If you wish to cancel your collection at the same time as returning any item, we would ask you do so within 10 days of receipt so that we are able to process this in good time to ensure you do not receive any further deliveries. If you prefer to view items for 10 days on free home approval before you decide to add them to your collection, rather than having them automatically charged to your card and refunded should you chose to return them, then we recommend you simply use the one-off payment option.

Of course you can cancel your Continuous Credit/debit Card Authority online by visiting the Payment Cards section of My Account. [back]

What do my Email Preferences mean?

We contact customers on the "Main Westminster Email List" with regular email updates.  If you prefer not to receive these, we offer you the chance to opt for occasional email updates, a couple of times a year for the most important events and anniversaries.  Alternatively, you can chose not to receive any email updates at all.  You can change your preferences on the Contact Preferences page. [back]