FAQ – Totally Shopping TV Limited
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If you have a question about shopping online with us, you may be able to find an answer below in the frequently asked question sections. If not please by email your question to help@totallyshopping.tv

-        SHOPPING

-        ORDERING

-        PAYMENTS

-        DELIVERY

-        RETURNS

SHOPPING

 

How do I create a Totally Shopping TV account?

To create an account click ‘Create an Account’ in the top right corner of the webpage. Type in your name, email and the password you want – then click ‘Create’. You can update your details anytime by logging on to your account and inputting the new information.

Please remember to keep your password safe and to not share it with others, as you are responsible for the activity on your account. If for any reason we are suspect you or your account we reserve the right to close your account at any time, without notice.

Why do I need to create an account?

If you want to buy any items, you will need to create an account so you can provide us with information we need to process, deliver and receive payment for your purchases.

How do I change my email address or password?

Log into your Totally Shopping TV account and go to subscription details.

What should I do if I forget my password?

Go to the log in box, and click the link under the box saying ‘Forgotten Password’. Then you will asked to enter your email.  Wait a minute and then check your email inbox – you should have received an email from us with a link to create a new password.

What is a Wish list?

As you are browsing through our site, we hope you will see lots of items that you like. On the product description for any item, you will see a heart. By clicking on the heart, the item will be added to your wish list. This ‘wish list’ is there for you to have, as a reminder of the items you like and may want to buy immediately or on your next visit.

If you see a product you want is out of stock – you can still add it to your wish list, as it will be a reminder to us to restock that item if we can, so it is there for you to buy in the future. You can also email us if you are interested in an out of stock item, so we can update you on its availability.

Does Totally Shopping TV sell gift vouchers?

Yes. You can type ‘Gift Cards’ in the search bar at the top of the home page. Or click ‘Shop Now’ and the last in the list of product categories is ‘Gift Cards’ Click choose the value of the gift card you want, £10, £25, £50, £100 – and then click ‘Add to cart’. 

How do I write a product review?

You will find the option to write a product review on each product page. Please do not submit reviews which are misleading, offensive, libellous, infringe copyright, refer to other websites or products, or include contact information. By submitting a review you agree to indemnify Totally Shopping TV against all claims arising from the content you submit. We reserve the right to use and adapt all content submitted to Totally Shopping TV in any way we wish without compensation.   

How do I check if an item is back in stock?

When we restock an item, the item will show as available. Meanwhile if you are interested in a particular item which appears as out of stock, please contact us so we can follow up and update you on availability. We do not guarantee that any item, once sold out, will be restocked.

How do you check the quality of your products?

We only work with suppliers who have a proven track record in producing and/or supplying products which satisfy UK industry standards of quality, and which we consider have a professional and responsible approach to managing their business and satisfying their customers.  Some of our suppliers and their products feature in our Totally Shopping TV programmes, which are a great opportunity for you to really get to know about the products and have the information you need to help you decide to buy.  

Totally Shopping TV makes every effort to comply with advertising standards and codes of practice, so that any on-air and online claims made by our suppliers and guests are legal, decent, honest and truthful. Totally Shopping TV Limited is not liable for statements, claims, opinions or representations contained therein.

What can I copy from the website?

You are not allowed to copy any of the ‘Content’ which makes up the Totally Shopping TV website, www.totallyshopping.tv – including but not limited to - images, text, videos, Catchup TV programmes, designs etc. All content is subject to copyright and intellectual property rights under UK and EU laws.  The content we are providing is for your information and personal use only. It may not be copied, broadcast, distributed, or used in any other way, or for any other purposes, without the prior written consent of the owners, Totally Shopping TV Limited.

Do you have social media pages?

Yes, please join us on Facebook, Twitter, You Tube, Instagram, Pinterest and Google+

In all your social media contact with us, we expect you and fellow followers to only engage with us if you can do so in a responsible and respectful manner. Please do not upload misleading, offensive, or libellous content. By submitting content you agree to indemnify Totally Shopping TV against all claims arising from the content you submit. We reserve the right to use and adapt all content submitted to Totally Shopping TV in any way we require without compensation.

Where can I find out more about your presenters?

Click ‘Presenters’ in the main menu bar of the website on the home page.

Where can I view Totally Shopping TV programmes?

Click ‘Catchup’ in the main bar of the www.totallyshopping.tv  website on the home page. You can also find them on the product category pages.  All the programmes are available to watch on any device with an internet connection – any time you want, 24 hours a day. Simply click on the programme you want to watch, sit back and enjoy.

How can I provide feedback for your website? 

We welcome your feedback so we have designed a short online survey to collect your views. The survey has 12 questions, takes a few minutes to complete – and does not ask for your name or personal details. To go to the survey link – click ‘About Us’ on the main menu bar and see the Feedback survey button.

Why is the website not working and I can’t log on to my account?

We expect the website to be available to you all of the time, however there may be times when this is not possible. For example an IT system repair or problems beyond our control. We apologise for any inconvenience, but we will not be liable for any consequences this interruption to service may cause anyone.

ORDERING

How do I place an order?

1)     When you see a product you want to buy, go to the product description page and click ‘Add to Cart’. You can keep shopping and add more products to your cart.

2)     When you have added all the products you want - they will be listed in the ‘shopping cart’. You will see the item reference number, the quantity, a sub-total amount and a tick box to confirm you have read our terms and conditions. Click Checkout. If you do not have an account you will be asked to open an account. Click the ‘Open an Account’ enter your name, email and the password you want.

3)     To continue with your order, enter your details into the shipping address section.

4)     Then enter a discount code if you have one (and click Apply).

5)     Click ‘Continue to Shipping Method’ and select shipping method.

6)     You will see a summary of your order, cost of shipping and value of taxes included.

7)     Click ‘Continue to Payment Method’. Choose how you wish to pay and enter your payment details.

8)     Click ‘Review Order’ to see a final summary of your order items, shipping details, payment method and amounts.

9)     If you have chosen PayPal you will be directed to the PayPal site to complete your transaction after you have checked your order.

10)  Before you complete your purchase you will be able to edit and correct your order – when everything is as you want – click ‘Complete Order’.

11)  Then a page will appear saying Thank you, acknowledging your order request has been received, and your order number. This will also be emailed to you, and available in pdf format so you can download and print it for your records.

Where can I find the price of an item?

The price of an item is displayed on the website in British pounds (£) and includes VAT, and will be confirmed during the check out process.

For overseas buyers, looking for prices in their local currency, there is a currency conversion option which will give you an approximate local currency price. Please note the actual local currency amount paid will depend on the exchange rate applied by the payment provider at the time of purchase. Please note, payment of all customs duties, import taxes or other local fees is the sole responsibility of the person receiving the imported item overseas. The amount to pay will vary from country to country.

If for any reason an item was incorrectly priced, we will stop the order, and email you as soon as possible with the correct information to confirm if you wish to proceed with your purchase or not.

How can I change my billing address?

Log in to your account, where you can edit your billing and shipping addresses.

How will I know if my order has gone through?

After you complete the online payment and have checked your order - click ‘Complete Order’. After a few moments, a page will appear saying Thank you, acknowledging your order has been received, and showing the order number and details of your order. This will also be emailed to you, and available in pdf format so you can download and print it for your records.

What is a discount code?

If you have received a discount code, you can use this to benefit from the special offer associated with that discount code. For example free delivery, or % discount off the value of your purchases.  There is a box on the Checkout page for you to enter your discount code.

How do I check my order status?

When the goods you have ordered are dispatched you will be emailed a tracking reference number to use to check the status of your order.

How can I check my order history?

Log into your account to see your order history.

Can I change an order?

Before you complete the checkout process online, there is an opportunity to check and confirm you are ordering the items you want.

If you want to change your order after you have checked out, and before you have received the item you must email us your name, order number and the change you want to make, straight away.  We will reply by email to confirm the status of your order and how we can help. If the item you ordered has not been dispatched, we will cancel the order and begin processing a refund or an alternative purchase if requested.

If the item you ordered have been dispatched, you will be asked to return it to us unopened. When we receive the returned goods we will check the item is in saleable condition, and begin processing a refund or alternative purchase, if required.

Can I cancel an order?

You must email straight away with your name and order number if you want to cancel your order and we will reply by email to confirm the status of your order. If the items you ordered are not already on their way to you, we will cancel the order and issue a refund. However if the goods you ordered have been dispatched, you will be asked to return them to us unopened. When we receive the returned goods we will issue a refund.

PAYMENTS

How can I pay from my products?

You can pay for products using all internationally recognised debit and credit cards. You can also pay by PayPal - by choosing PayPal during checkout. 

To ensure that your credit or debit card account is not being used without your consent, we will validate the name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. We confirm that any personal information that you provide to us is held strictly in accordance with the Data Protection Act 1998.

Can I pay in instalments?

For some products we offer you the option of dividing your payments into two amounts by using the Partial.ly service which appears on the checkout page. This is not a credit facility. A one-off 5% charge for this service will be added to your total purchase amount. You will pay a first half payment on checkout using your credit or debit card, and give permission for a second and final payment to be taken one month later. One month later, once we have confirmed the total payment amount for the product has been received, your product will be shipped to you. If you decide you wish to pay the second payment sooner – contact us, quoting your name and order number.  Full details of the terms of service offered by Partial.ly are shown on their website.

If you have an account with PayPal, you need to check with PayPal, but you may be eligible to apply for their flexi payment services. This is a PayPal service and subject to you meeting their credit criteria.

After I have placed an order when will payment be taken?

Payment will be taken immediately using the payment information you provided during checkout process.  Please note we may refuse to accept an order for a number of reasons. These include if we cannot get payment authorisation, failure to pass anti-fraud checks, or if we find a product item has been incorrectly priced or is mistakenly showing in stock.  We will notify you if this happens

Can I add or edit a credit card?

During the checkout process you can enter the payment credit and debit card details you want to use to pay for your purchase.

Are my account details safe? 

The security of our customer information is very important to us, and we make every effort to ensure its security by working with internationally recognised ecommerce solution providers, which use Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted. All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

We do not hold or store your payment details or credit card information.

We will do our best, but Totally Shopping TV Ltd cannot guarantee the security of any data you disclose online. We are not responsible for the availability, content, security, policies or practices of any third-party links and we cannot be held liable for any loss you may suffer as a result, from data you provide when engaging with the website.

How will you use information you have about me?

During the course of using our website we may collect information about you. We do not sell customer information, but we do share relevant information with those parties entrusted with processing your account and fulfilling your order. 

 By using any of the services provided by Totally Shopping TV on this website you agree for us, or our service providers,  to use the information to manage your account, customise our goods and services, improve our offer, administer competitions, and satisfy our legal duties. We are not responsible for the data policies or procedures or the content of these third party linked websites. For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

What information do you hold about me?

Under the Data Protection Act, you have the right to see personal data that we keep about you. If you would like to request, correct, amend or delete any personal information we have about you, please send your written request to  Totally Shopping TV Limited, Dept. 92, (Privacy Compliance) 151 High Street, Southampton, Hampshire SO14 2BT. 

How can I remove my name from the mailing list?

If you want your name removed from our mailing list, please email your request to help@totallyshopping.tv  We will aim to do so within 10 days of receiving your request.

Do you use cookies?

Yes, the site does use cookies – see our Privacy document for more information.

DELIVERY

How long does it take for an item to be delivered?

The delivery time will depend on the product, however we aim to dispatch your item within 7 days, and deliver to UK addresses within 7-14 days.  International delivery times may be longer, and will depend on the product and the destination country. As soon as the product has been despatched, a tracking number will be emailed to you so you can track delivery and anticipate a likely delivery date.

To enable us to process and deliver your items, your contact details will be shared with shippers so they can provide you with updates on your delivery.

How much is P&P?

Postage and packing (Shipping costs) will depend on the size of the item and the country they are being delivered to.  The delivery rates for standard delivery to a UK address start at £3.95, and international delivery from £18.00. The amount will be confirmed once you have entered your shipping address during the checkout process – before making a payment or completing your order. The UK P&P for items is also displayed with products as they feature in our Totally Shopping TV programmes. The P&P is shown on the screen, along with the product, its item number and price. 

 Where does Totally Shopping TV deliver to?

Working with our suppliers we aim to deliver items to all areas served by the Royal Mail.  We will be adding different delivery options and these will be displayed at checkout when available.

Do you deliver outside the UK

We can deliver items internationally, although the delivery time and charges will vary according to the type and size of item, and destination country.

Please note, payment of all customs duties, import taxes or other fees is the responsibility of the by person receiving the imported purchase item. The amount to pay will vary from country to country.

How will I know when my item has been shipped?

When your product is despatched, a tracking number will be emailed to you so you track delivery and anticipate a likely delivery date.

RETURNS

Can I return an item?

We hope the items you have chosen to buy, are great ones you wish to keep. However we understand sometimes this is not the case, so you have a consumer right (2013) to cancel your order and obtain a refund if you inform us within 14 days of receiving an item. If you wish to return an item, please first email us on help@totallyshopping.tv or call us, because all returns require prior written approval.

In the email provide your name, telephone number, invoice order number as proof of purchase, and reason for requesting the return (faulty, unsuitable, damaged, exchange, wrong item). We will reply to your request with the most suitable procedure.

To be eligible for a return, your item must be unused and in the same condition that you received it. Please do not send your purchase back to the manufacturer. Please return the item to us with its original packaging and sufficiently well packaged to reduce the risk of it being damaged during transit. Special attention must be given to the return of any collectable items, which by their nature are rare and valuable items. They must be returned in the same condition they were received.

You will be responsible for paying for your own shipping costs for returning your item – except if you were sent the wrong item, or the item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Depending on where you live, the time it may take for you’re a replacement product to reach you, may vary.

If you are sending an item over £25, we recommend you use a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

When we receive the returned item, it will be inspected – and if justified – a replacement or refund will be offered. If the item is found to have been used, handled, damaged or tarnished in any way which affects its resale value, we will reduce or cancel the amount which will be refunded.  You accept that the final decision on returns and refunds rests with Totally Shopping TV. 

We will email you to notify you of the decision. If the return is approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a few days.

What if my item arrives damaged or faulty?

All returns require prior approval. Please email us, within 14 days of receiving the item, on help@totallyshopping.tv. giving your name, telephone number, order number and description of the fault. We will respond with how we plan to help by way of a replacement or refund.                                                             

What if my item has a part missing?

Please email us within 14 days of receiving an item, on help@totallyshopping.tv, giving your name, invoice order number and explain what part is missing. Please retain the original packaging and we will respond with how we can help regarding a replacement or refund.

What is your returns address?

We will email you the return address for your item.

What if I’ve changed my mind, how long do I have before returning a product.

All returns require prior approval, so please notify us within 14 days of receiving an item by emailing us on help@totallyshopping.tv, giving your name, invoice order number and reason for the return.  We ask you to return any product which you decide is unsuitable in a saleable condition, with its original packaging, for which you have paid the correct postage. If the returned item is found to be unsaleable, or its resale value diminished, we retain the right to reduce or refuse a refund.

If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.

Can all items be returned?

Not all items are eligible for return. These include perishable products e.g. food or flowers, personalised products, DVDs or computer software that has been removed from the sealed packaging, some personal hygiene products, and gift cards. Special considerations also apply to collectables.

How long does it take to process a return and refund?

The time needed to process a return may vary according to the item concerned and reason for return.  When we receive the returned item and have checked its condition, we will confirm and update you by email on the progress with processing your return.  Where a refund is applicable we aim to process the refund within 14 days of receiving the returned products. We will make the refund using the same means of payment used for the initial transaction.

If you are waiting for a refund, first check your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at help@totallyshopping.tv

How can I contact Totally Shopping TV?

1)     Send email to info@totallyshopping.tv

2)     Call us on 0844 351 0702.  Calls are charged at 7p per minute from UK landlines.  Charges for mobiles and international calls will vary.


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