General Frequently Asked Questions (FAQ)

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Please be aware this is an example of General Frequently Asked Questions that may be used to be edited and adapted accordingly to your company, brand, product or service and thus only act as a genric informed guide whereby pertinent information may be inserted where marked <insert>

The topmost factor for the success of any e-Commerce is customer experience and thus a prerequisite to a thorough frequently asked questions (FAQs) section, which helps in 7 ways:-

1) Improves the user experience, thus addressing their frequently asked questions keeps them informed about your products or services which results in better customer service, and trust of your company or brand.

2) Identifies you as an expert, and increases the likelihood of a casual visitor converting into a customer, as they are more likely to buy from an established business that they consider legitimate and professional.

3) Improves site navigation. Integral to the site, as each question can be hyper-linked to the relevant product, service or page within your site to redirect your customer to relevant content and solutions.

4) Increases conversions as most online buyers have some or the other queries related to your product, its size, the delivery options, and more, which If such queries are addressed appropriately and timely drive conversion results.

5) Saves time and money on customer services and technical support, without the need for e-mails and phone calls with answers readily available, in a timely fashion.

6) Boosts SEO results. Undoubtedly, (FAQs) have a massive impact on SEO. When you include FAQs exactly the way they’re asked on the search engines, it can help you boost your product keyword rankings.

7) Site Analysis. Checking your visitor data analytics will yield some insights into where your visitors came from, how long they stayed on your FAQ page, what interested them and where they went afterwards and thus you can adjust relevant to their enquiries.

General Frequently Asked Questions

How does the website work?

<Insert Brand Name> have searched far and wide for the very best products and brands to provide our customers with a one-stop luxury <Insert Site Description, e.g. Fashion Destination>. We are a marketplace, so although you place your order through us, your products will be sent directly from our wonderful Global Sellers. It may be that you have ordered a number of goods from multiple Sellers so the delivery time for each product will vary depending upon location, item and whether any personalisation is required. All delivery times are displayed on the Seller’s Product Page and at Check Out.

Are items gift wrapped?

Some products come beautifully gift wrapped as standard, where others may charge a small additional fee or simply don’t offer this service. To find out, visit the Seller’s product page or click ‘Ask Seller’ on the product page if you have any special requests.

Why is it that sometimes the pricing is not rounded up?

You may think some pricing looks a little random in that we never round up. The reason for this is that we constantly review and adjust our pricing from International Sellers in line with the latest exchange rate to offer you the best value.

What shipping or customs charges do I have to pay?

Whether you order from one or multiple Sellers, shipping is <calculated at check-out and varies by Seller OR always included in the price advertised, so the price you see is the price you pay>. Please note, import charges may apply if importing from a Seller outside of your home country. On the product page, you will be able to identify where the Seller is shipping from and work out if this applies to you.

I have a question about a product, who should I contact?

If you have a question about a certain product, you can liaise directly with our Sellers by using the ‘Ask a Question’ tab, found within the product page.

What forms of payment do you accept?

<Insert Brand Name> accepts all major credit cards including Google and Apple Pay.

What are the delivery times per order?

You can find the expected delivery time per item by visiting the product page on the <Insert Brand Name> website. As some products are coming from overseas you may expect longer delivery times on certain items, this information will be specified on the product page. Sellers aim to dispatch most orders within <Specify Your Guidelines, e.g. 1-2 business days> of receipt, and for personalised or custom made items, delivery is specified on the Sellers Store or product page.

Can I opt for a faster delivery service?

Some of our Sellers ship items via courier service as standard, whereas others may only ship via a standard delivery service which may take longer. Select Sellers may also allow you to upgrade to a speedier courier service at check out. If a courier service is available, this will be advertised on the Seller’s product page.

Where’s my order?

As we source products from across the globe and orders are delivered directly from our Sellers to you, delivery times may vary by product. Most of our Sellers offer a tracked delivery service and you can find the tracking details by logging into your account and going to ‘My Orders’, or if you checked out as a Guest you can pull the tracking details from the ‘Shipment Notification’ sent out by the Seller when the item was dispatched.

Can I track my order?

For all products that offer a tracked delivery service, you can find these tracking details by logging into your ‘Account’ and clicking on ‘My Orders’. You can also pull the tracking details from the ‘Shipment Notification’ sent out by the Seller when the item was dispatched.

Why am I receiving multiple deliveries for one order?

As we source our products from multiple Sellers across the globe, and they ship directly to you, you may receive multiple packages for one order. But then again whoever complained about receiving more than one gift?

What happens if my order doesn’t arrive?

If an item hasn’t arrived, please first log into your account and retrieve the ‘tracking details’, if there are any. If so, you will then be able to keep track of where your order is. If a product hasn’t been tracked and it’s taken longer than the time specified on the relevant product page on the site, please contact the Seller directly, by going to ‘Ask a Question’ on the product page.

Am I or the person I send the gift to required to pay custom/import duties?

If import duties are applicable, these will be incurred by you. On the product page, you will be able to identify where the Seller is shipping from and work out if this is likely to apply to you. It’s worth familiarising yourself with your local custom rates too and identifying the threshold rates on where tax will be applied. If you need any advice, please feel free to contact the Seller for further information.

Can I return an item?

You can return or exchange any item* within <Insert Days, e.g. 14 days> from receipt of delivery.

If you wish to return a product, you will need to:

Contact the Seller directly and inform them of your order number and the item you wish to return.

Arrange to ship the product back to the Seller direct, using a trackable and signed for delivery service. <OPTIONAL. Insert who bears the charges. e.g. Please note, you will have to bear the cost for returning the product>.

Once a return has been received and accepted, <Insert Brand Name> will either arrange for a refund back to the original payment method, this may take up to 30 days to appear on your statement.

Items returned must be in their original condition.

*Products not eligible for a return or exchange, include:

Products marked “sale”;

Personalised items that are specially made, or ordered, with specific name, fabric, message or other customized aspects;

Perishable products, i.e. flowers and food goods;

Personal products such as earrings and hair accessories;

Homewares that are made up in your own choice of fabric or material, such as lampshades, throws, cushions and other items;

Art, sculpture, ceramics and other creations are often specially commissioned for the Buyer. (“Closed-out products”) and

Gift Vouchers

Any refunds will be credited back to you using your original payment method. If the item was a gift, you will be offered store credit.

What happens if my order is damaged?

If a product is faulty (which we are pleased to say is rare), then our Sellers will do their utmost to fix the situation and will offer a replacement or full refund.

You will simply be required to take photo proof of the faulty product and the packaging it arrived in within two days of receipt of delivery and send the photo directly to the Seller.

Any refunds will be credited back to you using your original payment method. If the item was a gift, you will be offered store credit.

Can I place an order and get the items delivered to a different address?

Yes, you are able to select an alternative address to your billing address at checkout. So if you would like to send a gift directly to a loved one simply change the shipping details at checkout.

Where do you ship to?

At the present time we ship to <Insert countries you ship to>. Although watch this space as we are looking to expand into other regions soon! If there's somewhere not on that list that you'd like to ship to, you can always email us and we can see what we can do for you.