FAQs

Who we are

Our website is based in Edinburgh, Scotland.

Yes. In Edinburgh you can visit us at:

270 Canongate,

The Royal Mile,

Edinburgh,

EH8 8AA

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

Please call us on 0131 557 0901

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

Placing an order

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

We accept payments from all major credit cards, PayPal and you can also opt to pay later with Klarna.

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

Yes it is. Payments are processed instantly by PayPal who use the most up to date technology to protect your details. We do not hold any payment card information at our end.

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.

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.

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 or PayPal account.

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.

Collecting online orders from either of our shops is no problem at all, just select local pick up on the checkout page. Please have your order ID with you when you collect your Order.

To order by phone, please call the Edinburgh store 0131 557 0901 and we'll walk you through the process from there.

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

Delivery

Lighter items such as t-shirts, socks etc will be delivered via First Class Recorded Delivery by Royal Mail within the UK. Overseas orders will be sent by a tracked postal Service.

Bulkier and heavier items will be sent by DPD who will keep you up to date via text message or email every step of the way.

Once your order has been picked and packed, we'll send you an email to let you know your items have been dispatched.

Orders within the UK should be with you the following working day, 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.

Royal Mail & DPD 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.

All orders are sent by trackable delivery, and tracking info will be sent to you along with your shipping confirmation.

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

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

Returns

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.

If your order arrives only for you to find that an item is ill fitting, not to your taste or is defective, please print out a Returns Form which includes all relevant information and include that with your order so we can process your return. If you are unable to print out the returns form please include a note with your Order ID and reason for return.

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.

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

Yes you can. 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.

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

Refunds will normally be credited to your account within 5 working days once the goods are returned to us.

Please contact us by email at info@focuspocus.co.uk or call us on 0131 557 0901 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.

Please contact info@focuspocus.co.uk or call 0131 557 0901

Focus is the trading name of Focus Shop Scotland LLP