FAQ's - Home Deliveries

HOW DO I PLACE AN ORDER?

Browse the webstore and add the desired item to your shopping cart, selecting size, colour and quantity. You can then either continue shopping or proceed to the checkout to select delivery and make your payment.

 

HOW CAN I PAY FOR MY ORDER?

We accept all major credit cards - Visa, Visa Debit, Mastercard, Solo, Maestro, Visa Electron.

We also accept payment by Paypal.

 

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

You will receive an automated email once you have successfully placed your order. This will confirm your order number, the items ordered including size, and the cost of your order.

 

CAN I MAKE CHANGES TO MY ORDER? (E.G. CHANGE OF ADDRESS)

We strive to process your order immediately after Checkout so you can receive your order as soon as possible. If you decide after Checkout that you would like to change your order, please email support@initialincentives.com with details of the changes. If we receive the instructions prior to despatch, we will accommodate the changes. However, once the goods have been picked, packed and despatched, we will be unable to assist or refund any postage charges.

 

CAN I CANCEL MY ORDER?

We strive to process your order immediately after Checkout so you can receive your order as soon as possible. If you decide after Checkout that you would like to cancel your order, please email support@initialincentives.com. If we receive the cancellation prior to despatch, we will cancel the order and refund the entire order, including the postage. However, once the goods have been picked, packed and despatched, we will be unable to cancel or refund any postage charges.

 

WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

Please contact Initial Incentives on 0208 381 3300 or send an email to support@initialincentives.com stating your order number and details of the faulty or incorrect item(s) so that we can investigate.

 

WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?

Please contact Initial Incentives on 0208 381 3300 or send an email to support@initialincentives.com stating your order number and details of the missing item(s) so that we can investigate.

 

CAN I EXCHANGE AN ITEM?

Please contact Initial Incentives on 0208 381 3300 or send an email to support@initialincentives.com stating your order number and details of the exchange required. We will then check availability and advise whether the exchange is possible and detail any associated costs.

 

CAN I RETURN AN ITEM?

You can return any item you are not completely happy with for a refund, within 14 days of receiving them. All you need to do is contact Initial on 0208 381 3300 or send an email to support@initialincentives.com stating your order number and reason you would like a refund. We will then provide details on where to send the return.

DO YOU REFUND THE DELIVERY CHARGE?

Unfortunately, we cannot refund the cost of postage (this includes the original delivery cost and return postage) if you decide you no longer want the items.

If you wish to request reimbursement for postage due to an incorrectly advertised, damaged or faulty item just get in touch with us and we will look to reimburse the postage costs. Please be aware that the maximum amount we can refund you is the standard Royal Mail recorded delivery cost. We also cannot refund the excess cost of parcels returned to us via courier or next day delivery.

 

HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

All goods will be inspected on return and must meet the following criteria in order to receive refund:

• All items must be returned in the same condition as they were received
• All items have not been worn
• All items are free of any odours
• All items must be in saleable condition

Once we receive your returns parcel and checked the item based on the above criteria, we will process your refund to the card from which the original payment was made and at the price you purchased your item/s at (this includes sales items). This may take up to 10 days.