Frequently Asked Questions
If you are expressing a problem that needs addressing please pick up the phone and call us on 03333 55 33 66 (Calls at local rate)
(Q) Do you have to register an account to place an order?
(A) Yes you do have to register an account with us to order online. However setting up an account is very easy and is a way of saving your personal details, such as delivery addresses for future use. This makes the site even quicker and easier to use.
(Q) How do I know if my order has been received?
(A) When we receive your order, an email verification will be generated and sent to your email address, issuing an order reference number. Please print out this for future reference. It all confirms that we have received your order details.
(Q) Can I place an order from overseas?
(A) Yes. Customers from abroad can both register and place an order, as long as the order is for delivery in the UK and Northern Ireland.
(Q) How can I pay for my purchases?
(A) You can pay for your purchases online using most major credit or debit cards, including American Express, Maestro, MasterCard, Visa Credit Card, Visa Debit Card, and Visa. If you have any doubt about using your credit card please call the number at the top of this page.
(Q) Are my details secure?
(A) YES Shopping with IQGB is as secure as shopping in any store. Your credit card details are processed by Pay Pal. Please note that in the interest of security, we will never ask for your full username, password or credit card details via email, pop-ups, or for any purpose other than registering or placing an order.
(Q) What should I do if my credit/debit card was refused while placing an order?
(A) If your credit or debit card was refused while placing an order, please contact us to see if we can help or, please contact your card issuer.
(Q) Where do you deliver?
(A) We currently deliver to mainland UK and Northern Ireland (excluding BFPO addresses).
(Q) When will my order be delivered?
(A) We dispatch all goods within a maximum of 3 working days from the payment of the order. Any exceptions will be noted on the product page of that item.
(Q) Do I have to be there to sign for delivery?
(A) Some deliveries require someone to be present to accept and sign for the delivery. This is simply to ensure the goods were delivered and received correctly.
(Q) Can I return a product, exchange it or get a refund?
(A) In order to arrange a return, please contact us and inform our Customer Service Team of your order number, the item you are returning and the reason for the return.
We will then reply with a unique returns form and all information required to return your item.
You can return any unwanted products within 14 days provided they are unopened and in perfect condition.
If your item is faulty you will need to tell us what exactly the fault is. We will replace any faulty items like-for-like, or if the item is no longer available, will refund the original payment method.
Please Contact Us on the number at the top of this page.
(Q) How do I use a voucher code online?
(A) To redeem any voucher codes enter the single use code you have received into the promotional code box on the payment screen on a qualifying product.
(Q) What do I do if my promotional voucher code doesn’t work?
(A) There are a number of reasons why your promotional voucher code may not be working, please Contact Us on the number at the top of this page.
(Q) How can I view and update my account details?
(A) Once you’ve registered with us, you can sign in to your account at any time to view and update the personal details you have saved.
(Q) I have requested a password reminder for my account and haven’t yet received it?
(A) Please check your email has not been added to your junk/spam inbox. If this isn’t the case please double check your email addresses and re-try requesting a password reminder.
If You Need An Answer To Any Question You May Have
Please Call Us On 03333 55 33 66 (Calls at local rate).