Frequently Asked Questions
Quick answers about ordering, delivery, returns, payments, products and your account.
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Ordering
How do I place an order?
Browse the store, choose your product and select Add to Basket. When you're ready, open your basket and continue to the secure checkout where you can enter your delivery and payment details.
Can I change or cancel my order after placing it?
Contact us as quickly as possible if you need to change or cancel an order. If the order has already been processed or dispatched, we may not be able to stop it, but we'll explain the available return options.
How will I know my order has been received?
After a successful checkout, you should see an order-confirmation screen and receive an order email at the address entered during checkout. Please check your spam or junk folder if it doesn't arrive.
Can I order as a guest?
If guest checkout is enabled, you can order without creating an account. Creating an account can make it easier to review orders and manage your details.
Payments
Is payment secure?
Checkout is handled through the secure payment methods enabled on the store. The website uses HTTPS to protect information transmitted between your browser and the site.
Which payment methods can I use?
The payment options currently available will be displayed at checkout. Available methods can vary depending on the payment services configured on the store.
Why was my payment declined?
A payment may be declined by your bank or payment provider for several reasons. Check your card details and billing information, then try again or use another available payment method. Your bank can provide more detail about a declined transaction.
Delivery
Where do you deliver?
Caz Online Store currently delivers to UK addresses supported by the shipping options configured at checkout. Enter your delivery address at checkout to see the options available for your order.
How much is delivery?
Delivery charges are calculated according to the shipping method and order details. The full cost is shown before you complete payment, so you can review it before placing your order.
When will my order be dispatched?
Dispatch and delivery information is shown on our dedicated Delivery Information page. Seasonal periods and carrier delays can occasionally affect expected timings.
Can I track my order?
If tracking is available for the delivery service used, tracking details will normally be provided when your order is dispatched.
What if my parcel hasn't arrived?
Check any tracking information first. If the expected delivery window has passed, contact us with your order number so we can help investigate.
Returns & Refunds
Can I return an item?
Eligible items can be returned in accordance with our Returns & Refunds policy and your statutory rights. Please contact us before sending an item back so we can provide the correct return instructions.
What if my item arrives damaged, faulty or incorrect?
Contact us as soon as possible with your order number and details of the problem. Photos are often useful for damaged or incorrect items and can help us resolve the issue more quickly.
When will I receive my refund?
Once an eligible return has been received and processed, the refund will be issued to the original payment method where appropriate. Your bank or payment provider may take additional time to show the funds in your account.
Products
How do I find the right product?
Use the search box at the top of the website or browse the All Categories menu. Product pages contain descriptions, images, pricing and available product information to help you choose.
What if a product is out of stock?
Products that are unavailable may show as out of stock and cannot normally be added to the basket. Stock changes regularly, so check back for availability or browse similar products in the same category.
Are product colours and packaging always exactly as shown?
We aim to present products accurately, but screen settings, supplier packaging updates and minor production changes can sometimes mean colours or packaging differ slightly from images.
My Account
How do I log in to My Account?
Select Account in the website header. From there you can log in using your registered details or create an account if registration is available.
I forgot my password. What should I do?
Use the password-reset link on the account login page. Enter your account email address and follow the instructions sent to you.
Where can I see previous orders?
Registered customers can view available order information from the Orders section of My Account.
Offers & Discounts
Where can I find special offers?
Visit our Special Offers page for products currently included in store promotions or sale pricing.
How do promotional codes work?
Where a valid promotional code is available, enter it in the coupon or promotional-code field during the basket or checkout process. Offer terms, exclusions and expiry dates may apply.
How do I hear about new products and offers?
Join the Caz Club newsletter where available to receive store news, new arrivals and selected offers.
We're happy to help
Send us your question and include your order number if your enquiry relates to an existing purchase.