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An exclusive interiors collection, styled in the UK

FAQ's

 

YOUR ACCOUNT

What are the benefits of creating an account?

You can enjoy the following benefits:

  • Faster and easier checkout
  • View your previous orders
  • Browse and change your personal information
  • Change your password

How do I create an account?

Creating an account with us is easy and free. To create an account, follow the quick step-by-step by clicking here.

I’m having problems logging in

This usually happens for two reasons: the e-mail address and/or the password was entered incorrectly.

I think I’ve entered an incorrect e-mail address

If you have entered your e-mail address incorrectly when creating an account, you won’t receive a confirmation e-mail and consequently, your correct details will not be recognised next time you try to sign in.

If you think this might be the case, please e-mail us or contact us with your name and e-mail and we will solve the problem for you.

I’ve forgotten my password

If you have forgotten your password enter your e-mail address here and your password will be e-mailed to you.

Alternatively, you can e-mail us or contact us with your name and e-mail and we will reset your password for you.

 

YOUR ORDER

How do I confirm you have received my order?

We send an e-mail confirmation for every order. You should receive this within 10 minutes. If you do not, please contact us.

If you are a registered customer, you will be able to login to your account and view the status of your order and any comments or emails we have sent you.

Can I order by phone?

Yes! Give us a call and we will place the order for you over the phone. Contact us.

Can I leave items in my shopping bag and are they reserved?

If you have made an account with us, then any items you place in your basket will remain there if you have logged in. The items will then stay in your basket if you logout.

However, the items are not reserved for you until you checkout. Until then products can still be purchased by another customer, so it is possible the items may have sold by the time you checkout.

 

RETURNS & REFUNDS

Please see our Returns & Refund page by clicking here.

 

VAT INFORMATION

About VAT tax

VAT stands for Value Added Tax. The current UK rate is 20%.

VAT is a tax that you pay when you buy goods in the European Union (EU), including the United Kingdom. Where it applies, VAT is included in the price of our goods, not added at checkout and will be clearly itemised in your shopping bag.

 

PAYMENTS

Payment security

All payments are processed using SagePay, a leading online secure payment gateway. In addition to all transactions being encrypted using Secure Socket Layer (SSL) technology, SagePay’s systems are scanned quarterly by Trustwave which are an independent Qualified Security Assessor (QSA) and an Approved Scanning Vendor (ASV) for the payment card brands.

Every order is confirmed by an automated email which shows the details of your purchase.

What currencies do you accept?

A Shade Wilder currently accepts payment in British Pounds only

What does it mean if my card is declined?

If your Credit Card has been declined it can be for a number of reasons:

  • You have written a number incorrectly.
  • You have written the date or security code (CVV) wrong.
  • The name and address do not match the address the bank has on file for you.
  • Your Bank has refused it for security reasons.
  • There are not enough funds to cover the payment.

If you contact your Credit Card Provider or Bank they will tell you why they have declined it. You can then contact us and let us know, and we will try again.

What is a billing address?

Your ’billing address’ is the address that your bank or credit card provider sends your bills or monthly statements to.

The billing name and address appear on the monthly credit card statement. If you only conduct your credit card billing via the internet, then this will be the address you entered when you registered with your online bank.

Your bank needs this information to be correct as a security measure. When we process your order and charge your card, your bank asks us to verify the address that your card is registered to in order to make sure it really is you. (This is instead of entering your PIN)

What is the CVV and how do I find it?

The CVV (sometimes called the CVD or CVV2) is a feature to give you increased protection against credit card fraud online.

Visa/MasterCard

The CVV is the last 3 numbers printed on the signature strip on the back of the credit card.

American Express

The CVV or Security Code is the last 4 numbers printed on the front of the card above the card account number.

What payment methods do you accept?

We currently accept all major credit and debit card: American Express, Visa, MasterCard, Delta, Switch/Maestro, Solo. We also accept Paypal.

Please note we do not accept cheques.