FAQ's-

PHYSICAL STORE AT 4 DUKES WALK

Trading Hours Mon-Sat 0900-1730 and Sunday 1000-1600hrs

How do I contact the store? 

Contact us on 02392 255602 during trading hours or email info@celebrationstore.co.uk

Click and Collect orders can still be made online or by telephoning 02392 255602

What are the usual opening hours of the physical store at 4 Dukes Walk?

Monday - Saturday 0900-1730hrs,

Sunday and Bank Holidays 1000 - 1600hrs.

Closed Christmas Day, Boxing Day, New Year's Day and Easter Sunday. 

ONLINE STORE-open all year round, 24/7. 

DELIVERY & ORDER PROCESSING-

Is there a minimum order value?
No, there is no minimum order.

When can I expect delivery?

Please Note - Next Day Delivery Orders Placed Before 2pm Will Be Despatched By 3pm Same Day. 

Next Day Delivery Orders Placed After 2pm Will Be Despatched By 5pm And Therefore May Take An Additional 24hrs.

Standard Delivery Orders Placed Before 2pm Will Be Despatched Same Day.

All Orders Placed After 2pm Friday Will Be Despatched On Monday.

Next Day Orders Monday To Friday Only. All Orders Placed On Bank Holidays Will Be Depatched Next Working Day.

What will I actually get?
Each card comes with its own envelope, as detailed on the individual listing, blank for you to use to post on. Each order will then be packed in either a hard backed envelope or a postal box for posting back to you.

Can I have an order sent to another address?
Yes, when you get to check out you will see that the delivery address box will be ticked ‘same as billing address?’ If you untick that box, it will give you space to fill in a different delivery address.

Do I need to open an account to place an order?
No, you can check out as a guest if you wish. If you set up an account, you will be able to view past orders and save your address which will make your shopping experience even quicker next time. You will also receive any special offers and discounts that are available by email.

Can I order by phone?
No, currently our ordering is online only for delivery or 'Click and Collect' or physically by visiting our store in Waterlooville, Hampshire. 

What is Click and Collect? 
If you live local to our store in Waterlooville in Hampshire, you can order from the website and choose 'Click and Collect' at Checkout. Your order will be processed as usual and you will receive an order confirmation email. This will be followed by a separate email to advise that your order is complete. Once you have received the Order Complete email, your goods are ready to collect from the store during usual trading hours. If during National Lockdowns or restrictions, the store is not open, you will receive a telephone call to arrange a mutually convenient time for you to collect, when someone is at the store. These collections are Covid secure. You will not need to enter the store.

How do I know that my order has been received?
You will receive an email confirmation detailing your order.

I have not received a confirmation email. Has my order been placed?
Please contact us on info@celebrationstore.co.uk with full details and we can check for you. Please give us your full name, date and time of your order and your postcode and the products ordered. Please check your junk folder as depending on your settings, confirmation emails could be found in there.

I am attempting to order 3 cards but the website continues to show 1. Why is this?
Unfortunately, this means the item has only one in stock. If you would like to be notified when the item is back in stock please enter your name and email address in the box provided under each listing. If you would like further information on availability, please contact us at info@celebrationstore.co.uk and we will be able to help.

Can I add to my order after it has been submitted?
Once you have received the order confirmation, your order will be sent straight to our despatch team for picking and posting. This means that unfortunately, we are unable to add items. You will need to place an additional order.

My promotional code isn’t working?
The  box to input discount codes can be found on the Checkout page, on the left side of the page. Please click the ‘Do you have a voucher code?’ button . That will display a box into which you can enter your code. Please enter the code exactly as it is written - that is, all in capitals etc. The easiest way to ensure that it is correct is to Copy and Paste it into the box. Also, please check terms and conditions as there may be some items or products that are excluded from the offer and some are for specific dates only. If you have problems inputting the discount code please message us on info@celebrationstore.co.uk BEFORE you complete your payment. We have no access to your payment details once the payment is complete. We can email you instructions or arrange for one of the team to call you and talk you through the process.

Is your website secure?
Yes. Payments are handled by a third party with industry leading encryption and security.  We do not see, store or have access to your credit card information.

What happens if I do not receive my order?
Royal Mail do not regard an item as lost until 15 working days in the UK . If it is longer than this and you still haven’t received your order, please contact us on info@celebrationstore.co.uk . You may be required to complete a lost declaration form.

I am having technical problems with your website. What do I do? 
Please contact us on info@celebrationstore.co.uk with details and we will pass to our tech team for investigation. Alternatively, you can call the store number during trading hours and someone will assist you.

POSTAGE STAMPS-

Please note that postage stamps can only be purchased as part of an order and not in isolation.

ACCOUNT- 

How do I open an account?
You can click the ‘My Account’ button displayed at the top left of any page. You will then have an option to sign in or register.

What do I do if I’ve forgotten my password?
Please click the ‘sign in’ button at the top left of any page. That will display the log in page on which there is a link for forgotten password.

How do I remove an item from my favourites?

To remove an item that you have previously marked as a favourite, go to Wishlist. Click onto the product and then click the star. This should remove it from your Wishlist.

RETURNS-

I want to return an item as I no longer need it?
We are confident that you will be satisfied with your order but should you want to return  an item , please check here for our Returns Policy.

I’m unhappy with my product and I’d like to speak to you about it?
We’re really sorry that you’re unhappy with your product so please get in touch and we’ll try our best to solve the problem. Please email us at info@celebrationstore.co.uk and one of our team will call you to discuss. If you would prefer to write to us please send to: Customer Services, The Celebration Store, 4 Dukes Walk, Waterlooville, Hampshire PO7 7HS.

I have returned an item. How long before the refund will appear in my account?
Once we have received your parcel back, refunds can take between 3 and 10 days to appear in your account. The exact timing will depend on which payment platform processed your order. This is not something that we have any control over. We process refunds on the same day that we are made aware or receive the goods back.

Any Other Questions?

If you can’t see the answer to your question here, please get in touch and we will try to help-
Email: info@celebrationstore.co.uk or call 02392 255602 during the store trading hours.