FREQUENTLY ASKED QUESTIONS

 

Is ordering online secure?



Yes. We take the utmost care with the information that you provide us when placing an order on our website (or through any other means). The server that hosts our bookstore encrypts the transmission of all credit card and personal customer information using the Internet- standard SSL (Secure Sockets Layer) protocol. During the encryption process, information is scrambled into small bits of code that cannot be read as they travel to us over the Internet. Once we receive the encrypted information, we use a private, one-of-a-kind key to decode it.


Shipping

All orders placed on the QRATE E-SHOP are delivered Monday to Friday, 9am – 5pm by Royal Mail. Stock permitting, all orders placed with the QRATE E-SHOP are usually dispatched within 3 working days. Once an order is dispatched, a confirmation email is sent out with the dispatch details and details of the delivery process.
Kindly note that dispatch times may increase during high demand periods.

Shipping Rates and Delivery Times 

United Kingdom 
Standard: £3.95 3-5 working days from dispatch of order
Express: £5.00  1-2 working days from dispatch of order 
Express: FREE on all orders over £200 1-2 working days from dispatch of order 

Europe 
Standard: £7.00 3-5 working days from dispatch of order 
Express: £15.00 1-2 working days from dispatch of order 
Express: FREE on all orders over £200 1-2 working days from dispatch of order 

USA and Canada 
Express: £15.00 3-5 working days from dispatch of order 

Asia and Rest of the world 
Express: £25.00 5-7 working days from dispatch of order

For shipments outside of Europe, please note that the above shipping rates are not inclusive of any customs or import duties that could be levied when the package reaches your destination country.

Please note that European Express shipping is not available on orders containing liquids e.g. perfume. In the situation whereby perfume has been purchased as part of an order over £150, goods will instead be shipped free of charge using our European Standard service. This is due to shipping regulations covering the transportation of flammable goods.

Please note that QRate E-SHOP has no control over any customs or import duties that could be levied on international shipments when the package reaches your destination and for which you will be liable.


Your Order

Once you have finished adding items to your shopping cart and are ready to complete your transaction, move your cursor to the lower-right corner of the your cart and click on the “Checkout” button. You will then be transferred to our secure server and asked to either create a new account or place an order without an account.

Once your order has been confirmed, it is NOT possible to cancel at any point as the packing and shipping process starts immediately. If you want to cancel your order please contact the QRATE E-SHOP by filling out the form on our ‘Contact Us’ page and providing your order details.


Refunds and Returns

If you're looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you.


We operate on a NO refunds policy. If you want to exchange for a different colour, the price of both colours must be the same as the price at which you bought the original product.

You’ll know if the new item has the same product code as your original item, because the size or colour will be available in the drop down menu on the product page for the original item you ordered.

If the item is out of stock in the size or colour you have opted for, then a refund will be processed instead.

If you want a different item, the item you want is sold under a different product code, then you'll need to place a new order.

When you return your order, just pop your returns note in the parcel with the following details marked on it:

  • Your order number

  • Which items you’d like exchanged

  • The new size or colour you’d like of the items to be exchanged


If you haven’t indicated on your returns note that you’d like an item exchanged or the new size or colour required, then you should immediately contact us with the full details of your order and exchange.


MY ACCOUNT

Do I need an account to place an order?

An email address is all you need to start the order process. We recommend that you register for a QRate account so that you can start adding your favourite pieces to your wishlist and easily place an order.

Your QRate account is free and enables you to shop easily without having to enter your details each time. With it, you're able to take advantage of the exclusive discounts and promos on site. Your QRate account also keeps you in the loop about the latest fashion drops, new style tips and exclusive offers just for you!

If you feel like you need a little QRate break, you could try unsubscribing from our emails and texts.

You can do this by clicking on the link at the bottom of any of our emails or through your account. Just click 'Unsubscribe', un- tick the member communication boxes and click 'Save preferences'. Please note, it can take up to 7 days for the change to take effect.

If you want to receive newsletters again after unsubscribing, you can re -subscribe by just getting in touch.

I have forgotten my password, what should I do?

Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.


Size guides

Size Chart:

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Please note that size information is for guide purposes only and may vary by brand or style.

If more information is required, contact our Customer Care Team using the 'Contact Us' page and include as much detail as you can about the issue.