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.

popular questions

  • Where's my order
  • How do I amend my order?

    To change details of your order, including your delivery address, please contact the seller through the 'contact the seller' button on the 'my orders' page of your notonthehighstreet.com account, or access it directly here.

  • How do I add an attachment to my order?

    To add an attachment to your order please contact the seller through the 'contact the seller' button on the 'my orders' page of your notonthehighstreet.com account, or access it directly here. You'll find 'add attachment' at the bottom of the order enquiry form.

  • How do I contact the seller?

    If you have a question about any item on the site, please visit its product page and click the 'Ask The Seller A Question' button.

    If you have a question about your order please visit the 'my orders' section of your account on our site and click the 'contact the seller' button. Or access it directly here.

  • I have received a gift that was purchased from notonthehighstreet.com and I have a question about the item. How do I contact the seller?

    To contact the seller about your gift, please find the item you have received on the website and use the “Ask The Seller A Question” button on the product page. If you can’t find your item, please contact customer service who will be happy to help.

contact

  • How can I contact you?
  • 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'.

  • How do I contact the seller?

    If you have a question about any item on the site, please visit its product page and click the 'Ask The Seller A Question' button.

    If you have a question about your order please visit the 'my orders' section of your account on our site and click the 'contact the seller' button. Or access it directly here.

  • I have received a gift that was purchased from notonthehighstreet.com and I have a question about the item. How do I contact the seller?

    To contact the seller about your gift, please find the item you have received on the website and use the “Ask The Seller A Question” button on the product page. If you can’t find your item, please contact customer service who will be happy to help.

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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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 see our delivery policy for more information.

  • Is your site secure?

    At notonthehighstreet.com, we ensure that we offer all our customers the highest level of security possible on all orders. We are verified daily by McAfee Secure, certified as providing the highest level of protection for customers. Customers have the option of paying via Realex, an industry certified secure and encrypted payment gateway, which incorporates the Verified by Visa and MasterCard SecureCode processes; or PayPal, an industry leading alternative payments provider that offers 24-hour monitoring and advanced encryption. Both options 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.

  • Why is the 'keep me signed in' checkbox ticked when I sign in?

    By selecting ‘keep me signed in’ when you access your account, you’ll automatically be signed in every time you visit us on the same device and browser. It makes it easier for you to access personal things like your wishlist, basket and past orders. For security, if you haven’t entered your password for 24 hours we’ll still ask you to re-enter your password before making a purchase or accessing personal information in the account pages. And if you haven’t visited us for 30 days, you’ll also be asked to sign in again.

    If you’d rather not be automatically signed in, you can easily turn this feature off at any time by signing out. We’d also suggest that you don't choose to stay signed in if the device you are using is shared with other people.

  • I chose to stay signed in. Why am I being asked to sign in again?

    It’s simply for your account's protection. If you haven't signed in for 24 hours, when you next visit the site you’ll be asked for your password before you can make a purchase or access personal information, even if you’ve asked us to keep you signed in.

technical

  • My basket keeps emptying. How can I stop this?

    We are sorry you are having trouble keeping items in your basket. It may be an issue with the cookies on your browser – they may not be enabled or may need deleting. Cookies allow our site to remember what you have added to your basket. To delete your cookies, please go to your browser settings and select 'delete cookies/history'. To enable cookies, please go to your browser settings and select 'enable cookies' for notonthehighstreet.com. Find more information here.

    Alternatively it may be that JavaScript is not running. To enable it, please follow the steps appropriate to your browser from this link: www.enable-javascript.com/.

    If you are still having trouble, we find that Google Chrome works best with our site. Please do get in touch if you keep having problems with this.

  • Banner ads are showing on my iPad. How do I remove them?

    We're sorry – this is being caused by a set of bugs on different versions of iOS. As we don't manage iOS, unfortunately we can't resolve this. Some customers have found that re-booting their iPad or turning Javascript off has helped. If you need further assistance, please contact customer service.

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.

  • 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.

  • 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.

  • 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.

    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.

  • 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.

  • 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.

  • Where's my order?
  • How do I amend my order?

    To change details of your order, including your delivery address, please contact the seller through the 'contact the seller' button on the 'my orders' page of your notonthehighstreet.com account, or access it directly here.

  • How do I add an attachment to my order?

    To add an attachment to your order please contact the seller through the 'contact the seller' button on the 'my orders' page of your notonthehighstreet.com account, or access it directly here. You'll find 'add attachment' at the bottom of the order enquiry form.

delivery

  • How long will my order take?

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

  • Can I get next day delivery?

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

  • How do I arrange next day delivery?

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

  • How much do you charge for delivery?

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

payment processing

  • What payment methods do you accept?

    notonthehighstreet.com accepts the following payment methods:

    Please note that while notonthehighstreet.com endeavours to have all of the following payment methods available at all times, this cannot be guaranteed. Please review the payment methods available at the checkout for a complete list of options available to you at the time of purchase.

  • Why does my payment need to be verified when paying with credit or debit card?

    This is a simple security procedure put in place by your bank, card issuer or payment service provider 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.

  • 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.

Buying a gift voucher or gift card (individually a “gift card”, together “gift cards”)

  • Are physical gift cards available or only electronic gift cards?

    Gift cards are currently only available in electronic format although we plan to launch physical gift cards shortly. You can choose to send a gift card by email direct to the recipient - simply enter their email address when prompted - or choose to have a PDF of the gift card emailed to yourself for printing at home to give to the recipient in person.

  • Do gift cards have an expiry date?

    All gift cards are valid for 12 months from the date of issue (not the date they are given to the recipient). You can check the expiry date and amount on the gift card at any time using the balance checker tool at www.giftcards.notonthehighstreet.com. If gift cards are not used before the 12 month period expires, the funds on the gift card will be lost and will not be redeemable.

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

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

  • Can I buy a gift card with another card?

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

  • Can I buy a gift card with PayPal?

    Yes, you can purchase a gift card with PayPal. When you go through to the payment page you’ll be given the option of logging in to your PayPal account, or just paying with credit or debit card.

  • Can a gift card be returned?

    No, gift cards can't be returned except in accordance with your legal rights. Please see the full gift card terms and conditions for more information.

Redeeming a gift card

  • My gift card code isn't working

    You can check the balance of a gift card at www.giftcards.notonthehighstreet.com or contact us at https://www.notonthehighstreet.com/contact.

  • What happens if I lose my gift card?

    In the first instance, please contact the person who gave you the gift card and ask them to resend you the card code and pin (if applicable). Alternatively, if you have the order confirmation you can contact us at https://www.notonthehighstreet.com/contact.

    We shall not be responsible if a gift card is lost, stolen, damaged, impaired, corrupted, destroyed, deleted or used without permission. We reserve the right to refuse to accept a gift card which we deem to have been duplicated, or otherwise is suspected to be affected from fraud.

  • Can I give my gift card to someone else?

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

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

    Yes - you will have the option of adding a series of gift card codes if necessary. You can also add a combination of one or more gift cards and a credit/debit card payment. Unfortunately, you cannot add a combination of one or more gift cards and a PayPal payment.

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

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

  • Can I use my gift card as part payment towards an order alongside a PayPal payment?

    Unfortunately, gift cards cannot be used alongside a PayPal payment. If your gift card does not cover the total outstanding balance, you will need to apply the gift card code first, followed by your credit/debit card details to complete the transaction.

  • I want to purchase an item that is less than the value of my gift card. 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 card.

  • How can I check how much money I have on my gift card or on my notonthehighstreet.com account?

    To check if your remaining funds on a gift card, please visit www.giftcards.notonthehighstreet.com and click on the balance checker.

    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.

  • Can I return an item I purchased with a gift card?

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

  • If I paid for an order with a gift card 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 card, 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 card 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.

refunds and 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.

  • How do I return my order?

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

  • 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.

  • 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.

  • 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.

  • 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.

  • Can I exchange items for anything else on the site?

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

  • 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.

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.

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