THE CUSTOMER CARE TEAM

We want our customers to have a great shopping experience, but we realise that from time to time things can go wrong. If they do, we've made sure you can find any information you need as quickly and easily as possible in our Help and Contact section which is specially designed to help you find answers to commonly asked questions.

In the event you don't find the answer you're looking for, then our Customer ServiceTeam are on hand to help. Simply email them at customerservice@guinnesswebstore.com.

Hours of operation are Monday to Friday 8am – 8pm EST. We will let you know that we have received your query straight away. Then, once we've looked into it, we will get back to you as soon as possible.

SHIPPING INFORMATION

All Orders are shipped from the United States

Please check with the customs department in your country about its importation policies to avoid unexpected customs fees or duties.

Deliveries will be made within 1 working day after you place your order.

US STANDARD/PO BOX SHIPPING RATES

US EXPEDITED SHIPPING RATES

Continental US Street : Expedited (1-3 days)

ALASKA & HAWAII EXPEDITED SHIPPING RATES

Alaska and Hawaii Street : Expedited (1-3 days)

US PROTECTORATES STANDARD SHIPPING RATES

US Protectorates Street : Standard (4-8 days)

ARMY POST OFFICE AND FLEET POST OFFICE SHIPPING RATES*

APO / FPO Street : Standard (20-40 days)

* It can take 4-6 weeks for delivery to those addresses.

CANADA STANDARD SHIPPING RATES

CANADA EXPEDITED SHIPPING RATES

Canada : Expedited (2-4 days)

OUR RETURNS POLICY

You can return any item within 30 days of receipt for a refund of that item or to exchange it for a different size or colour. In all cases, the items returned must be in their original condition, which includes any packaging.

The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

HOW DO I RETURN AN EXISTING ITEM?

Since your satisfaction is a priority we know it is sometimes necessary to exchange or return an item. You may return your purchase within 30 days of purchase for a refund or replacement. To process a return, please follow the steps below:

1. Complete the return section on the reverse of your order's paperwork.
2. Secure merchandise in original packaging if available and enclose the completed return form.
3. Return merchandise in "as new" condition.

You will receive your credit within 7-10 business days from receipt of the package at our Warehouse. Dispatching charges are not refundable.

Our Gourmet items, which are perishable food items, cannot be returned once opened.

MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE

We will usually refund you what you paid for the goods but not the delivery.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Care Team who will try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

Any discounts that were applied at the time of sale, which may not now be applicable.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed by our warehouse, we'll email you to let you know.

In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Care Team and we'll get back to you within the hour.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED

We are really sorry if we made a mistake when processing your request!

If you were expecting a replacement and got a refund instead, this may be because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.

If you were expecting a refund and we sent you replacement goods, please get in touch with our Customer Service Team so we can sort it out for you.

I HAVE AN INCORRECT PRODUCT CODE

Please note that when you receive your parcel, the product code may vary slightly from the general code. This is due to each size/colour combination having a unique product code.

HOW DO I SEARCH FOR A PRODUCT?

There are a number of ways you can search for a product until you find exactly what you're looking for.

The most relaxing way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by clicking on each section, spilt into either product types.

Alternatively, if you know exactly what you want, just type in the product or brand into our search facility [top right of the Website] and we will display everything related to your specific search.

Once you have found what you want, click 'add to cart, and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details to hand.

DO YOU HAVE A SIZE GUIDE?

We never want to send you something that doesn't fit properly.

Each product will have a size guide for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great.

CAN YOU GIVE ME MORE INFORMATION ON A PRODUCT?

We try to publish as much useful information as we can about all our products, to help you buy the things that will suit you best.

The product page for every item includes sizing, a detailed description, care instructions, and most importantly, plenty of images.

If there is any further information you feel we need to put on there to help you, just let us know what information you'd like to see and we'll do our best to include it.

HOW DO I PAY FOR MY ORDER?

We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed, so your details will be safe with us.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

WHAT CURRENCIES CAN I USE?

We charge only in USD Dollars.

WHEN WILL I BE CHARGED?

If your card is authorised, payment will be taken once the order is shipped. You will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken. We will advise you of this and the order will stay as a pending order. We can only suggest at this point that you contact your card provider.

Don't despair at this stage, because there may still be something simple that can be done to get the payment authorised. Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you can't use it for a short period.

HOW DO I CHANGE DETAILS ON MY GUINNESS WEBSTORE ACCOUNT?

Once you have signed up, you'll be able to log into My Account anytime you want. This is where you go if you want to change your password, email address, delivery information and card details.

If you haven't visited us in a while, it's worth checking My Account to make sure all your details are up to date.

I HAVE A DISCOUNT CODE, HOW DO I USE IT?

Make sure you type your code in the Promotion Code box when you check out, and hit update to apply it to your order.

If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order).

• Please note only one discount offer can be used per order.
• Please always check further terms and conditions supplied with the code.

CAN I AMEND OR CANCEL MY ORDER?

Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing an item, changing the delivery address or any payment methods.

However you can cancel an order if the order has not been flagged for dispatch.

To cancel your order, please contact our Customer Service team as soon as possible with your order number. If the order has not been dispatched the order can be cancelled and your credit card will not be charged.

If it has been dispatched the order will have to be treated as a Return, so you must go through the Returns policy. Our Customer Service Team can help you with this.

WILL AN ITEM BE RESTOCKED?

We generally don’t tend to restock items again as we like to offer you new exciting products regularly and keep up with all the latest trends!

If you need something in a hurry, we've probably got similar items in stock, so you could always try our search engine, then using the 'Refine' facility on the left hand side.

If you haven't given up hope on this item you may want to keep a look out for it on the site in case we do decide to re-stock it again or someone has recently purchased it and decided it wasn't suitable then returned it!

If there is anything else you want to know about a product, then contact our customer service team.

I AM HAVING TROUBLE WITH MY SHOPPING BASKET

Any item you add to your shopping bag will be reserved for you for two hours while you carry on shopping. After this time, items will be removed from your basket and other customers will be able to buy them.

If items are disappearing from your shopping bag within two hours, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in...' links on the shopping bag page.

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

I CAN'T SIGN INTO MY ACCOUNT

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and we'll remind you what your password is.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

Please note that if you type in the wrong email address and/or password 3 times, you won't be able to log in again for half an hour.

I STILL CAN'T SIGN INTO MY ACCOUNT/EMPTY SHOPPING BAG

Should you still be having problems logging into your account, or trouble with your shopping bag, then you may need to delete your cookies. Please note that if you have items in your bag or in the save for later section, please make a note of the product name/code as deleting your cookies could clear this history.

If you are still having problems then please click here to contact our customer service team.

IS IT SAFE TO ORDER ONLINE?

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it.

This technology includes the following features:

• Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
• Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
• Data Integrity - this checks the data being transferred to ensure it has not been altered

MY PAYMENT HAS BEEN DECLINED

Don't worry – This can happen for a number of reasons.

Try checking the details in your Guinnesswebstore.com account to ensure that the card details such as the start date and card type are correct and your billing address is the same one the card is registered to.

If the problem persists, enter the details of another card and try that.

If you feel you aren't getting anywhere then contact our Customer Care Team who will try to advise you further.

I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK

We know how frustrating it can be when you have your heart set on an item and you go to buy it but it's out of stock.

However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. As we try to keep our products fresh, we add hundreds of new items every week so you might just find something similar to the one you were looking for.

Try browsing through our departments at the top of the webpage, and then refine the type of item you are looking for by clicking on each of the sub-sections.

Alternatively, you can type in the product or brand into our search facility [top right of the Website] and we will find you everything related to your specific search.

I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE

If you are having any other problems, we recommend you make sure you have the latest updates and patches for your operating system. Windows users can find out more here

Please note that you must have cookies and Javascript enabled in your web browser. You will not be able to add items to the basket or checkout unless these are enabled.

If you are still having problems, get in touch with our Customer Service Team, who will be able to help you. To help us solve the issue for you, please include as many of the following details as possible:

• Your Operating System (e.g. Windows 7, Vista, XP, Mac OS X)
• Internet Browser (Internet Explorer 7, Firefox, Safari)
• What URL you were trying to access (e.g. http://www.guinness-webstore.com/contact.asp)
• What time the problem occurred
• Please cut and paste into the email any error message that appeared on the screen