Frequently asked questions
If you can not find the answer or solution to your problem then please contact us by email or call us on 01775 527442.
Q1. I cannot log in to my account?
Please go to the Sign In page and use the ‘Forgotten Your Password’ link, and then follow the instructions to reset your password.
If you still can’t log in, please contact our Customer Services Team on 01775 527442 from Monday to Friday, between 0930am and 4pm,
Or email [email protected]
Q2. How do I sign up to newsletters?
Just complete the form provided on the web site. Ensuring your email address is correct.
Q3. Has my order gone through?
If you have placed your order online or by telephone to our Order line and have a valid email address on your account, you will receive an ‘order confirmation’ email.
The email will detail the items you have ordered and provides a unique order number.
If you have not received this email you may want to check that it is not in your spam/junk folder.
You can also see your orders by signing into your account. Here you can also check that the email you have registered is your current one.
If you have not received an email and your order is not available to view in the ‘My Orders’ section then it is likely that your order has not been successful. In this case, we would suggest that you attempt to place your order again or contact Customer Services on 01775 527442 which is open Mon-Fri 9:30 am to 4 pm.
Q4. What if an item is damaged, faulty or missing?
Claims for damaged, faulty or shortages must be made within 7 days of delivery. Please contact Customer Services.
Q5. How do I receive an invoice?
Invoices are either attached to your dispatch confirmation email or enclosed with your order. Please check your dispatch confirmation email to see if there is an invoice attachment. If there is no attachment and no invoice was enclosed with your order then please contact our accounts department by email to [email protected]
Q6. What payment method can I use?
You can pay for your online order in the following ways:
• Visa Debit
We do not accept Visa Electron or American Express. If you are located in the UK and paying by card, your card must be registered to a UK address.
Q7. Do you ship internationally?
Yes we do. Delivery charges will be charged depending on Country.
Q8. How do I unsubscribe from emails or remove myself from your Marketing Lists’?
You can click the ‘Unsubscribe’ link in all of our emails to be removed from receiving these in the future. You can request removal from our Marketing lists by contacting us at www.sweetpoppy.co.uk
Q9. Is there a hints and tips page that you can send me?
Simply follow the link on our web site and you will be able to see all the tutorial videos we have on our You Tube page. Or simply type Sweet Poppy Stencils into You Tube.