Frequently Asked Questions
Welcome to the FAQ, here you can read frequently asked questions and answers you can also ask us a question by emailing us at: answers@gottohaveit.co.ukGeneral FAQs
How can I track my order?
To check the status of your order, sign into your account (at the top right corner of your screen) and just click on order tracker
Pending - means your order has not yet been processed
Packed - means your order is being prepared for dispatch
Dispatched - means your order has left our warehouse. You will receive an email confirming dispatch.
Refunded - means your order has been cancelled and any payments rembursed.
In the event that you have ordered more than one item and the status of each item varies this may be due to items being dispatched from a different location or from one of our Handmade Partners.
Pending - means your order has not yet been processed
Packed - means your order is being prepared for dispatch
Dispatched - means your order has left our warehouse. You will receive an email confirming dispatch.
Refunded - means your order has been cancelled and any payments rembursed.
In the event that you have ordered more than one item and the status of each item varies this may be due to items being dispatched from a different location or from one of our Handmade Partners.
How do I change or cancel my order?
Once an order has been placed it is not always possible to make changes to it.
Please call our customer service team if you would like to make any changes to your order on 01822 858 032. Be ready to quote your order number and order date.
In the event that you would like to add further products to your order, please place a new order.
Please call our customer service team if you would like to make any changes to your order on 01822 858 032. Be ready to quote your order number and order date.
In the event that you would like to add further products to your order, please place a new order.
Unfortunately we cannot cancel, exchange or refund made to measure or personalised product orders.
What should I do if my order is missing, incomplete or damaged orders?
In the unlikely event that you have experienced a problem with your order please contact our customer service team on 01822 858 032, please have your order number and order date to hand.
If your product has been damaged in transit, please email our team at answers@gottohaveit.co.uk, quoting your order number, product name and the damage. We will then send a returns number for you to include with a copy of your invoice and the damaged goods to our returns address (which is shown on the bottom of your invoice).
If your product has been damaged in transit, please email our team at answers@gottohaveit.co.uk, quoting your order number, product name and the damage. We will then send a returns number for you to include with a copy of your invoice and the damaged goods to our returns address (which is shown on the bottom of your invoice).
How do I return my order?
Just email answers@gottohaveit.co.uk, quoting your order number and the names of the products you want to return. We will then send you a returns number, which should be included with a copy of your invoice and the products are returning to the address shown on the bottom of your invoice. Please let us know the reason for the return.
What is your refund policy?
Under the Distance Selling Regulations, you are entitled to a full refund if you request one in writing within 7 working days of recieving your order. Some products are excluded from refunds, these are any made to measure or personalised items and body products when the seal has been broken/removed.
I know what I want, but cannot see it on the site anywhere, can you help?
We may have sold out of the item - but give us a ring on 01822 858 032 or email answers@gottohaveit.co.uk and we'll check availability with our stores.
When can I contact your customer service team?
Customer Services are available 9am - 8pm weekdays on 01822 858 032, alternatively you can email us at answers@gottohaveit.co.uk
My purchase still hasn't arrived, what can I do?
In the unlikely event of non-delivery you can either ring us on 01822 858 032 and we can check the status of your package or supply you with a tracking reference for your parcel (excludes Standard Airmail) or you can email us to check the progress at answers@gottohaveit.co.uk. Some products take longer to dispatch then others, when dispatch times differ to our normal terms you will find these in the products description.
Please note we can only replace or refund the order after 15 working days (UK & NI) and 21 working days (Europe and Rest of the World) from expected date of dispatch, it is only at this point that the Post Office officially declare the parcel as lost.
Please note we can only replace or refund the order after 15 working days (UK & NI) and 21 working days (Europe and Rest of the World) from expected date of dispatch, it is only at this point that the Post Office officially declare the parcel as lost.
I live in an EU country and want to order from you, will I be charged Import Duty on my purchase?
All EU sales are outside the scope of Import Duty, so you will not be liable to pay anything more than the cost shown in your cart.
