contact & help

Here you will find the answers to our most frequently asked questions. Simply click on any of the questions below to see the response.

contact

general enquiries

my orders

delivery

payment processing

buying a gift voucher

redeeming a gift voucher

wedding lists & wish lists

refunds and returns

contact

How can I contact you?

If you have a question about any products on the site please visit the relevant product page and click the 'ask seller a question' button there to contact the seller.

If you wish to enquire about an order you have already made, please contact the seller concerned first. You can do this by following the instructions in your 'order confirmed' or 'order dispatched' emails.

For other enquiries, please click here.

Please note, these features aren't currently available on our mobile website. To contact us from a mobile device, please use the full website and follow the instructions above.

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Who do I contact if I have an enquiry about my order?

If you wish to enquire about an order you have already made, please contact the seller concerned. You can do this by following the instructions in your 'order confirmed' or 'order dispatched' emails. The seller will deal with your enquiry in the first instance. If you email us to ask where your order is, we'll ask you to attempt to contact the seller first. Our sellers are expected to maintain high standards of customer service and should reply to your email promptly. We will of course be very happy to help if it's still needed after you have contacted the seller.

If you have an account with us, you can also view the status of your order by using the top right menu above the search box to sign in, go to 'my account', then click 'my orders'.

Please note, these features aren't currently available on our mobile website. If you wish to enquire about an order from a mobile device, please use the full website and follow the instructions above.

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general enquiries

How does notonthehighstreet.com work?

Everything you see or buy on notonthehighstreet.com comes direct from the small, creative British business that designs, makes or sources it. We simply bring these unique businesses together under one roof making it easy for you to browse and shop.

Whether the items you're buying are coming from one or several sellers, you're able to pay for them all in one easy checkout.

Once your order has been placed, each seller will email you to confirm that your order has been accepted and again when your items are on their way to you.

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How do I find things on the site?

We've made it easy for you to find exactly what you're looking for with our browse and search facilities.

If you're looking for a specific item, why not use the search bar at the top of any page on the site? Simply enter your search term and click 'go'.

You can also use the search bar to find someone's wish list by entering their email address, or any seller's homepage by entering their company name without any spaces. Please note, these features aren't currently available on our mobile website. To find someone's wish list or a seller's homepage, please use the full website and follow the instructions above.

Otherwise, browse our key departments for inspiration. Each department is divided into categories and sub-categories making it really easy to find your way around. Our gifts department is full of great gift ideas if you're stuck for inspiration.

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Why do I need to create an account with notonthehighstreet.com?

It isn't necessary to create an account in order to make a purchase with us. However, creating an acccount allows you to store addresses to save time in the future, track the status of your order, view your order history, and create and publish a wish list.

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Why do you need my email address to process my order? And what is it used for?

Legislation requires us to ensure that if you make an order on notonthehighstreet.com, you are kept up-to-date on the order process and informed of any transactions/orders that you make. In order to do this, we need an email address. We never pass on your email address to any third party so your security is guaranteed.

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I have a specific question about a product. What should I do?

If you have a specific question about any product offered through notonthehighstreet.com, you can use the 'ask seller a question' button on the product page. The seller will receive an email notifying them of your question and they will respond as quickly as they can with all relevant information.

Please note, this feature isn't currently available on our mobile website. If you wish to enquire about a product from a mobile device, please use the full website and follow the instructions above.

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The seller has not responded to my enquiry. What do I do now?

Our sellers can get very busy, so though they try their hardest to respond to each enquiry on the same day it is received, please allow up to three working days for a reply. If you still haven't heard from them after this time, please get in touch with us via the contact page, a link to which can be found at the bottom of any page on the site.

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How long will delivery take?

Delivery times vary according to the seller. Delivery information is displayed on the product page.

If you want to make sure a product can be delivered in time before you make your order, click on the 'ask seller a question' button to talk to the seller directly.

Please note, this feature isn't currently available on our mobile website. If you wish to contact a seller directly, please use our full website and follow the instructions above.

Please see our delivery policy for more information.

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Is your site secure?

At notonthehighstreet.com, we ensure that we offer all our customers the highest level of security possible on all card payment orders. We are verified daily by McAfee Secure, certified as providing the highest level of protection for customers. Payment is taken via Realex, an industry certified secure and encrypted payment gateway and we have also introduced Verified by Visa and MasterCard SecureCode in order to support our already high levels of fraud screening. notonthehighstreet.com is one of a number of stores providing this added security for customers to give you peace of mind when shopping online.

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my orders

I received a message saying that my payment needs verifying. Has my order been successful?

Yes it has. However, we will be in contact to verify your payment details before the order can be fully processed.

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If an error page appears, how do I know if my order has been successful?

If you have any doubts about whether an order has been successful, registered customers can check by logging in and clicking on the 'my orders' link in the 'my notonthehighstreet.com' tab at the top of any page on the site. A successful order will appear there. If you are still unsure, or don't have an account with us, please contact us at https://www.notonthehighstreet.com/contact.

Please note, these features aren't currently available on our mobile website. To contact us from a mobile device, please use the full website and follow the instructions above.

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When will my order be dispatched?

The estimated delivery date for each product is stated on the product page.

If you have an account with us, you can also check the status of your order by logging in and clicking on the 'my orders' link in the 'my notonthehighstreet.com' tab at the top of any page on the site. Please note, this feature isn't currently available on our mobile website. To check the status of your order from a mobile device, please use our full website and follow the instructions above.

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How can I track my order?

If you have an account with us, you can track your orders by logging in and clicking on the 'my orders' link in the 'my notonthehighstreet.com' tab at the top of any page on the site. Click here for more information.

Please note, this feature isn't currently available on our mobile website. To track your orders from a mobile device, please use the full website and follow the instructions above.

If you don't have an account with us, unfortunately it isn't possible to track the status of your order. However, if you have any questions regarding your order, please contact the seller in the first instance using the contact link in your order confirmation email.

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Can I see my purchase history?

If you have an account with us, simply log in and click on the 'my orders' link in the 'my notonthehighstreet.com' tab at the top of any page on the site to see a list of all the orders you have placed with notonthehighstreet.com. Unfortunately, it isn't possible to add orders to an account that was created after the order was placed.

Please note, this feature isn't currently available on our mobile website. To see your purchase history from a mobile device, please use the full website and follow the instructions above.

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I've forgotten my password. What do I do?

Simply click on the 'forgotten password' link from the sign in page. This will explain how to reset your password.

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delivery

How long will my order take?

Please refer to notonthehighstreet.com's delivery policy for more information.

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Can I get next day delivery?

Please refer to notonthehighstreet.com's delivery policy for more information.

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How do I arrange next day delivery?

Please refer to notonthehighstreet.com's delivery policy for more information.

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How much do you charge for delivery?

Please refer to notonthehighstreet.com's delivery policy for more information.

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payment processing

What payment methods do you accept?

notonthehighstreet.com accepts the following card types:

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Why does my payment need to be verified?

This is a simple security procedure put in place by your bank or card issuer to insure against internet fraud. It really is nothing to worry about as it is there to protect you. You simply need to enter the required details. If you have not yet registered your card for this security check, you will be prompted to do so. If you have any further questions regarding either Mastercard Securecode or Verified by Visa, please get in touch with your bank or card issuer. Click here for more information.

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I have made a purchase on notonthehighstreet.com from a non-UK bank account. Why is there an additional charge on my statement?

When you make a purchase on notonthehighstreet.com using a non-UK bank account your bank may charge an international transaction fee. This is not a charge imposed by us, and is unfortunately out of our control.

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buying a gift voucher

Are physical gift cards available or only electronic gift vouchers?

Gift vouchers are only available in electronic format. You can choose to send a gift voucher by email direct to the recipient - simply enter their email address when prompted - or choose to have a PDF of the gift voucher emailed to yourself for printing at home to give to the recipient in person.

Please note, gift vouchers aren't currently available on our mobile website. To purchase a gift voucher from a mobile device, please use the full website.

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Do gift vouchers have an expiry date?

All gift vouchers are valid for 12 months from the date of issue (not the date they are given to the recipient). The expiry date is clearly marked on each voucher. If vouchers are not used before the 12 month period expires, the funds on the gift voucher will be lost and will not be redeemable.

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Does the recipient of the gift voucher need to have an email address?

Yes, all customers need to have an email address in order to make a purchase on notonthehighstreet.com.

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Can I buy a gift voucher with another voucher?

No, we don't allow the purchase of gift vouchers with gift vouchers. Gift vouchers can only be purchased using a debit or credit card.

Please note, gift vouchers aren't currently available on our mobile website. To purchase a gift voucher from a mobile device, please use the full website.

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Can a gift voucher be returned?

No, gift vouchers can't be returned. Please see the full gift voucher terms and conditions for more information.

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redeeming a gift voucher

My gift voucher code isn't working

Gift voucher codes are case sensitive so please check and try again. Alternatively, you can contact us at https://www.notonthehighstreet.com/contact

Please note, gift vouchers can't currently be redeemed on our mobile website. To redeem a gift voucher from a mobile device, please use the full website.

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What happens if I lose my gift voucher?

Please contact the person who gave you the voucher and ask them to reissue you with the voucher code. If they have an account on notonthehighstreet.com, they can find the voucher code under the 'my orders' section of their account.

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Can I give my gift voucher to someone else?

Yes (if you really want to!). Anyone can use a gift voucher on notonthehighstreet.com provided they have a valid voucher code.

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Can I use more than one gift voucher in a single transaction?

Yes - you will have the option of adding a series of voucher codes if necessary. You can also add a combination of one or more gift vouchers and a credit/debit card payment.

Please note, gift vouchers can't currently be redeemed on our mobile website. To redeem a gift voucher from a mobile device, please use the full website.

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Can I use my gift voucher as part payment towards an order alongside a credit/debit card?

Yes, you can. You will need to apply the voucher code first, followed by your credit/debit card details for the outstanding balance.

Please note, gift vouchers can't currently be redeemed on our mobile website. To redeem a gift voucher from a mobile device, please use the full website.

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I want to purchase an item that is less than the value of my gift voucher. What will happen to the remaining balance?

The remaining balance will appear as a credit in your online account and will be used by default towards your next purchase. Please be aware that we will automatically use this credit the next time you purchase an item on notonthehighstreet.com; you will not have the option to pay in full using a credit/debit card.

If you don't have an account with notonthehighstreet.com, you will be asked to create one during the payment process in order to use your gift voucher.

Please note, gift vouchers can't currently be redeemed on our mobile website. To redeem a gift voucher from a mobile device, please use the full website.

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How can I check how much money I have on my notonthehighstreet.com account?

You can check how much money you have on your notonthehighstreet.com account by clicking on 'my funds' under your account area on notonthehighstreet.com.

Please note, this feature isn't currently available on our mobile website. To check your notonthehighstreet.com account funds from a mobile device, please use the full website and follow the instructions above.

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Can I return an item I purchased with a gift voucher?

Yes, you can. Please see our standard returns policy for more information.

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If I paid for an order with a gift voucher and now want a refund, how will my payment be returned?

Refunds will be made by the same method with which they were originally paid. If you paid the full amount with a gift voucher, the refund will be credited to your notonthehighstreet.com account to be used towards your next purchase with us. If you paid with a combination of gift voucher and credit/debit card, your payment card will be refunded first (up to the amount originally taken), and the remainder will be refunded to your notonthehighstreet.com account to be used towards your next purchase with us.

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wedding lists & wish list

Why do I need to register?

We require an address to process orders, which makes registering essential. Registering also allows you to track your orders.

Please note, the wedding gift list service isn't currently available on our mobile website. To use the wedding gift list service from a mobile device, please use the full website.

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How long will delivery take?

Delivery times vary according to the seller. Delivery information is displayed above the 'add to basket' button, on the right-hand side of each product page. If you want to make sure a product can be delivered in time before you make your order, click on the 'ask seller a question' button to talk to the seller directly. Please see our delivery policy for more information.

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Why do you need my email address?

Legislation requires us to ensure that if you make an order on notonthehighstreet.com, you are kept up-to-date on the order process and informed of any transactions/orders that you make. In order to do this, we need an email address. We never pass on your email address to any third party so your security is guaranteed.

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Where's my gift going to be delivered?

This depends entirely on the delivery address that you enter at the checkout. But don't worry, if you choose to have it sent directly to the gift recipient, any payment details will go to your address and not theirs.

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refunds & returns

What is your returns policy?

For notonthehighstreet.com's returns guidelines, please click here. Please note that each seller has their own returns policy and this can be viewed on their storefront. Not all products are returnable, so please do read both notonthehighstreet.com's and the seller's own returns policy before ordering.

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How do I return my order?

To view notonthehighstreet.com's returns guidelines in full, please click here.

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Who do I return my order to?

Always return your item to the returns address given by the seller. Please do not return items to notonthehighstreet.com.

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How long do I have to return it?

Unless stated otherwise in the seller's returns policy, you will have 28 days to return an order. Please contact the seller to agree return of the items before posting back to them.

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Will postage costs be reimbursed?

The costs of return postage will be at your expense unless the goods are faulty or the seller in question offers a 'free returns' service.

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When will I be refunded?

Refunds or exchanges will be made to you within 28 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in notonthehighstreet.com's returns guidelines.

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Can I exchange items for anything else on the site?

You can only exchange items for other items provided by the same seller.

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Have my returned items reached the seller?

For information about whether items have arrived at the return address, please log in to your account and contact the seller through the 'my orders' link in the 'my notonthehighstreet.com' tab at the top of any page on the site.

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If you haven't found the answer to your query, please get in touch.

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