Frequently Asked Questions

DELIVERY

 

HOW CAN I TRACK MY ORDER?

Registered members are able to track the status of their order by clicking on ‘My Orders’ within the Account Dashboard.

Please note that at this moment in time, our system cannot automatically provide a tracking number for your delivery however if you contact us through our contact form or call the store to request this, we can provide this.

 

THERE IS A PROBLEM WITH MY ORDER, WHAT CAN I DO?

We want you to be completely satisfied with your Partridges shopping experience. To raise any issues about missing items or damages, please contact us through our contact form or call the store and we will endeavour to resolve any problems.

 

PLACING AN ORDER

 

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

No, a guest checkout service is available.

 

HOW LONG WILL MY ORDER TAKE TO PROCESS?

We aim to dispatch orders within 1-2 business days however due to some current shipment delays from some manufacturers, some orders may take a little longer to process. We kindly ask that our customers keep an eye on their e-mails for further updates, however we will contact you by phone if necessary.

Please note that we do not ship out any deliveries during the bank holidays weekend, and during busy seasonal periods, orders may take longer.

 

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Shipments within the UK can take up to 3 business days to arrive from the date it has been despatched from our store providing there are no delays with the courier service. If your order is sent by courier, a signature may be required.

 

HOW CAN I PAY FOR MY ORDER?

We accept all major debit/credit cards, American Express, and PayPal. Please note we are unable to accept payment by cash or cheque upon delivery. We also will no longer be accepting payments taken over the phone.

 

CAN I AMEND OR CANCEL MY ORDER?

You will need to call or e-mail us to amend or cancel your order within 24 hours however if your order has been packed and booked for shipping, we may not be able to do so.

Please have your name and order number ready. 

 

WHAT DOES PRE-ORDER MEAN?

Some of our products will have a ‘pre order’ button rather than an ‘add to basket’ button, this means that this product may be out of stock but we are expecting a delivery of it soon. By placing an order which includes a pre-order, your order will be shipped as soon as your full order is able to be fulfilled.

 

I HAVE SEEN A PRODUCT IN THE PARTRIDGES STORE, BUT IT IS NOT AVAILABLE ONLINE.

Not all our products are currently available on our website so if you cannot find what you are looking for then contact us, and we will be happy to assist you.

 

WHY ARE YOU OFFERING A SUBSTITUTION?

We do our best to keep our stock quantities updated however this is not always possible so on some occasions, we may contact you to inform you that we are out of stock of some of the products on your order and offer an alternative solution.

If a substitution is made, you will always be charged the lower of the two prices. We also honour any offers when substitutions are made.

 

CAN I REFUSE A SUBSTITUTION OR RAISE AN ISSUE WITH ONE?

If any products in your order are out of stock, we will contact you for authorisation of a substitution. If you are not happy with the substitution that has been offered, we will process a refund and despatch the remaining products in your order.

 

COLLECTION

IF I HAVE CHOSEN TO COLLECT MY ORDER, HOW WILL I KNOW WHEN IT IS READY?

We will send you an e-mail when your order is ready to collect, confirming the chosen shop. Please bring the order confirmation e-mail with you which includes your web order number.

 

CAN SOMEONE COLLECT MY ORDER ON MY BEHALF?

We are happy for someone else to collect your order, however to prevent fraud, we must be notified in advance of the person you have nominated, and they must have the order confirmation e-mail and web order number.

 

HOW LONG WILL YOU HOLD MY ORDER FOR?

We will hold your order in store for 14 days, after which we will return the order and refund your account. Please note that this may take 3-5 business days to reach your account.

 

ACCOUNT

 

WHAT ARE THE BENEFITS OF HAVING AN ACCOUNT?

By registering with us, you will benefit from features such as a faster checkout, checking your order status, and access to exclusive offers and promotions.

 

I HAVE FORGOTTEN MY PASSWORD, WHAT SHOULD I DO?

It is very simple to reset your password, click here and enter your email address. A new password will be sent to you.

 

HOW CAN I REMOVE MYSELF FROM THE MAILING LIST?

Please select ‘Newsletter’ within the Account Dashboard to update your preferences.

 

WEBSITE ISSUES

 

I AM HAVING ISSUES SHOPPING ONLINE – WHAT SHOULD I DO?

If you are having an issue shopping on partridges.co.uk, please close down the browser and restart. Most problems are solved by doing this. If you are having a checkout or payment issue, then please call us from Monday to Saturday from 8am-4pm to speak to a member of our team. If it is outside of these hours then do not hesitate to send an e-mail.

 

MY PAYMENT IS NOT GOING THROUGH – WHAT SHOULD I DO?

If there is a continuous issue with payment on our website, please use our contact form to contact us and we will respond as soon as possible. If it is urgent, you can call our team from Monday to Saturday from 8am-4pm.