FAQ

About us

Where are you based?

Do you have actual stores I can visit?

Are you an authorised seller of the brands you stock?

How can I contact you by phone?

What is your email address?


Ordering

How do I order from your website?

Which payment methods do you accept?

When is payment taken for my order?

Is your website secure?

Can I change or cancel my order?

Can I use my gift voucher online?

If the item I order is out of stock, what happens next?

Is it possible to an order an item I don't see on your website?

Can I order online and collect instore?

If I prefer, can I order over the telephone?


Delivery

Is it possible to have my order sent to a different address than my billing address?

Who will deliver my order?

Can I request an express delivery?

When will I know if my order has been shipped?

How long will my order take to arrive?

If I am not home when my order is delivered, what happens next?

Can I track my order?

Which countries do you deliver to?

Can you deliver to a P.O box?


Returns

What is your returns policy?

How do I return an order if it is either faulty, incorrect or I don't want it?

How should I return my order to you?

How long do I have to return my order?

Can I return or exchange my order at one of your stores?

Who pays for returning my order?

How long will it take to process a refund?

If a mistake with my order has been made, what is the procedure?


General

If I'm unhappy with your service or want to make a complaint, who should I contact?

For any other queries please contact us here.







Where are you based?

Our website is based in Edinburgh, Scotland.

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Do you have actual stores I can visit?

Yes. In Edinburgh you can visit us at:

270 Canongate,
The Royal Mile,
Edinburgh,
EH8 8AA

Are you an authorised seller of the brands you stock?

We are official stockists of all the brands we carry on our website and in our stores.

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How can I contact you by phone?

Please call us on 0131 629 9196

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What is your email address?

For all orders and general enquiries, email info@focuspocus.co.uk.

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How do I order from your website?

Select the product you wish to purchase, add it to the cart, proceed to checkout and follow the payment instructions. Simple.

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Which payment methods do you accept?

We accept payments from all major credit cards and PayPal.
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When is payment taken for my order?

When you have placed an order, payment is deducted from your account immediately.

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Is your website secure?

Yes it is. Payments are processed instantly by a level 1 PCI DSS compliant payment gateway to help prevent theft & fraud. Additionally, all orders are made through a secure server to guarantee the safety and security of your sensitive information.

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Can I change or cancel my order?

You may amend or cancel your order by contacting us by phone or email as quickly as possible to let us know of any changes. Unfortunately once your order has been shipped we cannot make any changes or refunds until the items are returned to us.

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Can I use my gift voucher online?

Yes. When you purchase a gift voucher you will be issued with a code, equivalent to the amount of your voucher, which will be entered at checkout.

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If the item I order is out of stock, what happens next?
 
In the event that an item you have ordered is now out of stock, we will contact you as soon as possible to offer a range of alternatives or give you the option to wait while we acquire another product to provide to you (subject to availability). If you are not satisfied with any of these options, we will make a refund for the full cost of the item to your card.

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Is it possible to an order an item I don't see on your website?

If there is something in particular that you're after and can't see on our website, send us an email or give us a call at either store and we'll do all we can to get a hold of it for you.

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Can I order online and collect instore?

Collecting online orders from either of our shops is no problem at all, just state where you'd like to pick it up in the instructions box on the checkout page. Please note, you will be required to present the card you used to pay for your order as means of identification.

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If I prefer, can I order over the telephone?

To order by phone, please call the Edinburgh store (0131 629 9196) and we'll walk you through the process from there.

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Is it possible to have my order sent to a different address than my billing address?

Yes it is, but we may ask for additional information to prove the authenticity of your address and to prevent fraud.

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Who will deliver my order?

All UK orders over £20 in value will be sent by Royal Mail's first class recorded delivery service. All overseas orders will be sent via Royal Mail or Parcelforce.

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Can I request an express delivery?

Yes. At checkout there is the option to pay for a guaranteed next working day delivery service at a cost of £12.

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When will I know if my order has been shipped?

Once your order has been picked and packed, we'll send you an email to let you know your items have been dispatched. If you would like any further updates prior to receiving a shipping confirmation email, please don't hesitate to give us a call or send us an email.

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How long will my order take to arrive?

Your order should be with you within 2-3 working days, but exceptional circumstances (weather, strikes etc.) may cause delays. We will do our best to let you know of any delays as and when we learn of them.

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If I am not home when my order is delivered, what happens next?

Royal Mail will card your property if you are not at home when an attempted delivery is made. We suggest having your order sent to your work address if you are likely to be unavailable at home during office hours.

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Can I track my order?

All orders are sent by trackable delivery, and you may request that the tracking info be sent to you along with your shipping confirmation at the checkout page.

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Which countries do you deliver to?

Please see our shipping page for a full list of the countries we ship to.

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Can you deliver to a P.O box?

Unfortunately we are unable to deliver to P.O Boxes.

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What is your returns policy?
 
We will accept returns on all goods within 14 days of purchase providing they are undamaged and show no signs of wear. You may exchange your item(s) for an alternative or receive a refund to your account.

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How do I return an order if it is either faulty, incorrect or I don't want it?

If your order arrives only for you to find that an item is ill fitting, not to your taste or is defective, please contact us as soon as possible on 0131 629 9196 or email info@focuspocus.co.uk to arrange the return of the goods. From here we'll talk you through the best way to get the item(s) back to us safely. Please include a Returns Form with your order so we can process your return.

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How should I return my order to you?

All returns should be sent by Recorded Delivery, otherwise they cannot be accounted for in the event that they do not make it to our address. Please include a Returns Form with your order so we can process your return.

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How long do I have to return my order?

We require you to return unwanted or faulty orders within 14 days of delivery.

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Can I return or exchange my order at your physical store?

If returning an order at one of our stores is more convenient for you, please give us a call or send us an email to arrange the return. When returning items to our store, any refunds will still be made through our online payment service and should appear in your account within a few days.

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Who pays for returning my order?

Any returns will be made at your expense, except in the case of incorrect or defective items being returned to us for exchange.

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How long will it take to process a refund?
 
Refunds will normally be credited to your account within 5 working days once the goods are returned to us. 
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If a mistake with my order has been made, what is the procedure?
  
Please contact us by email at info@focuspocus.co.uk or call us on 0131 629 9196 and we will arrange to have the order returned and either exchanged for the correct item or refunded. Alternatively, fill in a Returns Form and mail it to us.

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If I'm unhappy with your service or want to make a complaint, who should I contact?
  
Please contact Grant Roberts at office@focuspocus.co.uk
Focus is the trading name of Focus Shop Scotland LLP

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