G&T's Original Warehouse - Help with Orders & Payments
Want to know what payment methods we accept or having problems placing your order at G&T's Original Warehouse?
Well you're in the right place! Let's offer some assistance...
I want to place a new order?
If you'd like to place an order with us, add the items you want to your basket and complete the checkout. You will need to create an account with us to place an order, which you can do when placing your order. The benefits of creating an account with us are that it allows you to proceed through the checkout faster, view your past orders, track the status and delivery of your current order and store alternative addresses.
What payment options do you offer?
We accept the following credit and debit cards:
Please note for American Express payments you can only choose to have your order delivered to the cardholder address.
We take fraud very seriously so when using a credit or debit card you will face 3D Secure validation and authorisation by your card issuer, including Visa Secure, Mastercard Identity Check and American Express SafeKey. Strong customer authentication (SCA) is now also mandatory for online payments so please have your email, password, PIN or OTP (One-Time-Passcode) ready if this is requested.
If your order is over £100 inc. VAT, we can accept bank transfer payments, please contact us prior to placing your order if you wish to pay bank to bank.
For security reasons, we cannot accept cheques, postal orders, cash on delivery or any other method not listed here.
Can I place my order over the phone?
Unfortunately due to new security implementations with the processing of credit/debit card transactions, we are currently unable to take orders over the phone.
Is the website secure?
Our entire website, including the payment pages, is fully encrypted with an SSL Certificate, which you can see as a padlock symbol next to the URL. This is the most advanced security software that can be used for online payments. As well as the padlock symbol, secure pages will also begin with 'https' rather than 'http'.
Our checkout process also uses Visa Secure, Mastercard Identity Check and American Express SafeKey as an additional level of security to protect your payment details.
Can I collect my order in-store?
Yes, you are welcome to collect your order in-store at our Winton store, just click the 'Collect from Store' option during checkout. Please feel free to shop in-store though, as you may find something else you like that we haven't put on our website yet!
Can I have my order delivered to an alternative address?
Yes you can. During checkout, you have the option to choose a different delivery address if this is preferable.
What should I do if my payment is refused?
If your payment has been refused then we recommend that you first double check that you entered your card details correctly and have sufficient funds available in your account. Please make sure you are entering the correct billing information when placing your order, as if the billing details provided do not match those on file with your card provider, the transaction will fail.
It maybe that your bank/card issuer has blocked the transaction due to suspicious activity. If you contact your card provider, they will be able to tell you if the transaction was blocked due to suspected fraud. They will also be able to remove this block so you can reattempt payment successfully. Alternatively you can retry with a different payment card or other payment method.
My payment card has been charged twice?
Double or pending charges on your bank account or credit/debit card do not necessarily mean that you have been charged twice. When you place an order with us, we contact your bank/card issuer to confirm the validity of the payment method. Your card issuer reserves the funds until the transaction processes or the authorisation expires, but this isn't an actual charge. Some banks call authorisations 'pending' or 'processing' charges.
When you submit your payment information into our checkout, our payment gateway passes the billing address details and card details you provided to your card issuer. If these details do not match the details they have on record, the transaction will be rejected and a request sent to cancel the authorisation (pending transaction). The authorisation will disappear depending on the policy of your bank. Please contact your card issuer for more information on their specific policies regarding authorisations.
I've seen an unrecognised charge on my bank/card statement - is it you?
When we charge your credit or debit card for the order you have placed with us, the reference you will see on your statement will have our website address on (gts-shop.co.uk). Any other reference, including but not limited to: g&ts, g&t nottingham, Gigs & Tours and gt tickets are charges made by other companies not affiliated with us in any form. Therefore we are unable to assist with such charges.
How do I know my online order has actually gone through?
Here are the tell-tale signs:
- When you've finished, an order number appears on your screen. (Keep a note of this in case you have any questions later.)
- We'll send you a confirmation email just to reassure you. (If you can't find it, check your junk folder as it might be hiding in there.)
- If you ordered and paid online, you can also head to Your Account and check your recent orders.
Can I add something to an existing order?
Unfortunately not, you will need to place a new order. If your order has not yet been dispatched, please Contact Us and we maybe able to cancel it so you can place a new one.
How do I track my order?
You can track the status of your order at any time by logging into your account, or clicking this link if you don't have an account with us. Simply enter your order number, which can be obtained from your order email confirmation, your billing name and email address or postcode. If your order has been dispatched to you on a tracked service, you can track the status of your delivery from there as well.
Will my order arrive in one package?
We may split your purchases in to multiple packages, depending on weight, dimensions or carrier restrictions. You will not be charged extra if this is the case. Split deliveries may not arrive at the same time, so please don't worry if the carrier only delivers part of your consignment, as the rest of your order may still be in transit.
My order hasn't arrived. Where is it?
If you are expecting a parcel and haven't received it, please try these basic places to locate your order before contacting us:
1. Has a relative or someone else in your home taken in the parcel? Please check that someone hasn't taken receipt of your order and has forgotten to inform you.
2. Has your neighbour taken your parcel in for you? You may not have a calling card, but it is always worth checking with your next door neighbour, just in case!
3. Does your premises have a concierge? If your building has a concierge or similar, please contact them to make sure they are not holding your parcel for you.
4. Have you looked in any outside cupboards or buildings? We have had past experiences of items being located in electric cupboards, sheds, etc. Also have a look in your dustbins as well.
If you were out when delivery of your order was attempted, please refer to the below:
Royal Mail Deliveries:
If your order was sent with a tracking number, you can track the status of your Royal Mail consignment here.
If we shipped your order with Royal Mail, typically you should receive it within 1-3 working days of the dispatch date. However, Royal Mail don't classify postal items as lost until 10 working days have passed, so we are unable to replace lost items until this time has elapsed.
We often find mislaid items are located at the customer's local Royal Mail sorting office/delivery depot, and their postman has not carded them, so please contact your local depot/office if you are expecting a parcel and haven't received it.
Please call Royal Mail on 08456 050767 to locate your local delivery office, or by clicking here.
You can track the status of your Parcelforce consignment here.
You can track the status of your APC Overnight consignment here.
If your item(s) have been dispatched by Courier, a tracking number will have been emailed to you, either separately or in your dispatch confirmation email. Your item(s) should be delivered within 1-3 working days, please use the tracking number to check the status of your delivery. Delivery will take place between 8.00am - 5.30pm, and will require a signature.
If there is no one available to sign for the item when they attempt delivery, our courier will leave a calling card, for you to re-arrange delivery on a day preferable to you, or alternatively collect your goods from their depot, or your local Post Office, if your order was dispatched with Parcelforce. You will need to make rearrangements within 5 working days, after which time the item will be returned to us. Should this happen, you may be required to pay for re-delivery.
Can I get something delivered to a BFPO address?
We can only send goods to BFPO addresses based in the UK.
Do you ship abroad?
Unfortunately we no longer offer delivery outside of the UK.
Will I be charged VAT?
Orders placed, which are delivered within the UK, are inclusive of VAT.
Deliveries outside of the UK may be subject to an import duties and taxes, including VAT, which are levied once the order reaches the destination country.
We recommend that you contact your local customs office for information regarding customs polices as these can vary from country to country.
Where can I get a VAT invoice for my order?
A VAT invoice is attached to your invoice email which you should receive after placing your order. Please check your junk/spam folder if you can't find the email in your inbox. You can also view and print your invoice or receipt directly from within your account or clicking this link. Simply enter your order number, which can be obtained from your order email confirmation, your billing name and email address or postcode.
I need more help?
Still stuck? Please Contact Us and we'll get back to you to resolve your issue ASAP. We'll reply to your message within a few hours during business hours, or call us if you need help in a hurry.