FAQ

FREQUENTLY ASKED QUESTIONS

Need some help with your order or got a burning question that you need answered pronto? Just click on one of the sections below to find the answer...

If you still can't find an answer to your question, please give our Customer Service guys a call on 0208450853 or drop us an email at customerservices@seelans.com

DELIVERY INFORMATION

What are the delivery charges if I order?

Collection at store is free & 20% Discount
Standard Delivery ranges from 0.67P up to 4.99P depending on size & weight
Next Day Delivery is £4.99
Free Shipping for orders above £49.00 Up to 27KG

International Delivery is depending on country – See our policy page below

What shipping services do you offer?

Standard Delivery ranges from 0.67P up to 4.99P depending on size & weight

Next Day Delivery is £4.99

Free Shipping for orders above 49.00 up to 27KG

Shipping Providers:

Smaller Items Below 750g & 2.5cm below in thickness – Royal MailStandard 2-3 days – Yodel, MyHermes & Royal MailNext day Service – DHLNext Day Alcohol & Other 18plus items – UPSInternational – DHL

Collection at store is free & 20% Discount – Pick within 2 hours from orderMon – Sun 10am-8pm Excluding Public Holiday*

Have you dispatched my order?

When your order leaves us, a second email is generated to confirm this – if you don't receive an email within 4 working days, please call the crew on 0208450853 or drop us an email at customerservices@seelans.com

Can I track my order?

Yes. Once your order has been dispatched you will receive an email from Hermes, Royal Mail, DHL, UPS or Yodel with tracking information. If you don’t have this information please call the crew on 0208450853 or drop us an email at customerservices@seelans.com

Some orders sent Via Royal Mail will only produce a delivered note, not tracked all the way.

Which Couriers do you use?

Smaller Items Below 750g & 2.5cm below in thickness – Royal MailStandard 2-3 days – Yodel, MyHermes & Royal MailNext day Service – DHLNext Day Alcohol & Other 18plus items – UPSInternational – DHL

The delivery is later then expected, what shall I do?

Once your order has been dispatched you will receive an email from Hermes with tracking information. Please check this to track your delivery. Should you still require further help, or if you have placed an order for international delivery, please call the crew on 0208450853 or drop us an email at customerservices@seelans.com

YOUR ACCOUNT

Do I need to set up an account with you to order?

Setting up an account is easy and only takes a few minutes. You'll need to give us your name and address details and then create a password, which you can use to access your account later. With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order. Alternatively, if you'd prefer not to create an account, you can select "Continue as guest" instead. You'll still need to enter your name, address, email and payment information, but these won't be stored. You won't be able to track your order if you select this option though. However, in some cases when ordering Alcoholic or Tobacco products we will demand users to have an account, this is to prevent & misuse of the website.

How do I change my account details?

By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren't able to change the delivery address on an active order, so please ensure you select the right details.

I’ve forgotten my password, how do I reset that?

No problem – all you need to do is grab a password reminder. You can find this at the 'Login/My Account' section of the site. Simply click on the 'Forgotten your password?' link and we'll email it over to you.

My account is suspended, Why? How do I get access again?

This happens after 3 unsuccessful login attempts. Your password is case sensitive, so please bear this in mind when entering your details. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via email at customerservices@seelans.com In some cases, users are suspended for other reasons for that once you email us, we will update you on the matter & process.

PLACING AN ORDER

What payment methods do you accept?

We allow customers to pay via:

  • Paypal
  • Stripe
  • Apple Pay

If you are collecting please note we don’t take cash in-store for online orders, also if you sending a bank transfer please contact customerservices@gSeelans.com or call us on 0208450853 before making the payment.

How to redeem a gift card or voucher? Or why is my gift card or voucher not working?

To redeem a discount code; select the basket icon, click ‘View Bag’ and enter the code into the ‘Add a Promotion Code’ box. If you proceed to checkout without entering your code you’ve gone too far and need to go back to your Shopping Bag. You can only use one promotional code per order.Double check you haven’t clicked through to the checkout before adding your voucher code, as it can only be entered while you’re in the Shopping Bag. Voucher codes are set to expire after a certain time, so it might be that you’re using an outdated code. Most of our vouchers are for single use and case sensitive. They also cannot be used during Sale periods, and you can’t use more than one on a single order.

I can I redeem my gift card or voucher after ordering?

This is simple to fix – if the code was valid at the time of ordering, all you need to do is wait until you receive the parcel, then email us with the code and your order number. We'll then refund the amount back to you.

Can I add, make changes to an order once placed?

We can't add to orders, but if you call the crew on 0208450853 within a few hours of your original order, they'll put through another one without the postage charge for you. Please note that they will need your card details.Unfortunately our website does not currently allow you to change or cancel anything yourself – give us a call as soon as you can on 0208450853 and we'll do our best to help you. You are advised not to email your request, as we only have a limited amount of time to alter orders and we may not reach your request in time this way.

When will I be charged? or why did my card decline?

If you paid for your order by credit or debit card then we won’t take any money from you until it has been dispatched from our warehouse. Payments made through PayPal are usually taken from your account instantly.We will not decline transactions at checkout, only authorise the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.

What does' postcode verification failure' mean?

This means that the details you've given us do not match the details your bank has for you - please ensure your billing address matches your statement address exactly. Rather than attempt multiple transactions online, it's best to give our Customer Service Centre a call on 0208450853, who will be happy to place your order over the phone.

Has my order been successful?

Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelt your email address correctly. If you've checked and you're still unsure, give our Customer Service Centre a call on 0208450853

Will i be charged customs and import duties?

As we ship from UK, you wouldn't pay Customs and Import inside the European Union until Brexit. However, outside the Union, charges may apply when the goods reach their destination. We don't have any control over the amounts charged. Please note that if your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control.

Can I place an order over the Phone or via Live Chat?

We're always more than happy to place orders over the phone for you – just call the crew on 0208450853. We'll be in the office between:9.30 to 7.00 Monday to Friday 9.30 to 3.00 Saturday 10.00 to 4.00 Bank Holidays Please note that from time to time we may close the lines for training purposes and during the first day of the online End of Season sale or on a random public holiday.You could place a live chat order 24/7, we will update you within 12H

PRODUCT INFORMATION

Can you tell things about a product in detail?

Yes, other than the information listed in the product description, we are more than happy to help you just call or email us.

REFUNDS AND EXCHANGES

I want to return unwanted items? Or I want to Return my whole order?

If you wish to return anything bought from us, we will be happy to offer refunds or exchanges provided the goods are in a fully resalable condition. In such circumstances, before using the product, please get in touch with our Customer Service Team who will guide you through the process on 0208 4750853, email customerservices@seelans.com and we will get back to you. The return process of the product can be restricted depending on the nature and category of the product, as outlined in our cancellation policy.

Conditions for Return

  • Please notify us about the damaged goods or defective product, in line with Clause 14 of the T&C.
  • Products should be returned in their original packaging along with the original price tags, labels and invoices.
  • It is advised that the return packets should be strongly and adequately packaged so that there is no further damage of goods in transit.
  • We do not refund shipping charges or extra service charges
  • Perishable good are not refundable but we will do our best to compensate the customer if the damage was caused by us.

Refunds

Any refund due will be credited within 3-5 working days of us receiving the goods.

MISCELLANEOUS & VAT

Vat Information for UK & EU

Orders shipped to the UK, or within the European Union (regardless of invoicing address) are liable to pay VAT at the current rate. However, most items we sell are VAT exempt, also all items & service on this website are VAT Included, Can I get a VAT Invoice for my order? Yes, Simply call us on 0208 4750853 or email your request to customerservices@seelans.com

Got a complaint?

Our aim is for all customers to love everything we do. In the unlikely event this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again.If your complaint is in relation to a visit to a store the best thing to do is speak to the Store Manager whilst you’re in store; so that they can resolve any problems immediately.For any other complaints we advise that you contact our Customer Service Centre on 0208 4750853 where our Customer Service Crew will be happy to assist you immediately and resolve any problems you may have experienced.We aim to resolve all complaints within 10 working days unless there are extenuating circumstances.

Complaints Procedure

1. Talk to us about the complaint, by whichever method you wish.2. We will investigate the complaint; this will typically be done by the crew who the complaint was originally made to. If they are not available, it will be handled by another member of the Customer Service Centre crew.3. The complaints handler will contact you to discuss our findings and offer a resolution.4. Once a resolution is agreed your complaint will be closed and we will email you with a summary.5. If at this stage you are unhappy with the action that has been taken please contact us again and we will arrange for a review of the decision that has been made.6. We will contact you within 5 working days with our final position and explaining our reasons for this - this is the company’s formal stance on this issue and cannot be changed.7. In the unlikely event that our customer service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to RetailADR (previously ‘The Retail Ombudsman’), which is a certified Alternative Dispute Resolution provider. We are a member of RetailADR and follow their Scheme Rules, which means that we will be bound by their decision.