Atlantic Shopping / Frequently asked questions

FAQs

FAQ’s

General

How do I purchase a product online?
Once you’ve chosen your items, enter the quantity you would like, and click ‘Add to Basket’. You’ll then be taken to the Shopping Basket page, where you can edit your chosen items. Select your delivery country and delivery option, and you will be taken to the Checkout page. Once you’ve placed your order, you will receive an email confirming the details of your purchase.
Do I need to create an account to check out?
You don’t have to create an account to complete your order. However, once you’ve finalised your purchase, you will be asked if you’d like to create an account with us. Creating an account allows you to easily view the status of your order, make address changes, and check out more quickly next time.
I've forgotten my password, what should I do?
You can easily reset your password. Click the forgotten password link on the login page. Enter the email address associated with your account, and you will be emailed a link that you can use to reset your password.
How do I use the wishlist?
As you browse the site, you can compile a list of your favourite products. You’ll see a heart next to the product image on the listing page, and the product description page. Simply click on the heart to add the product to your wishlist. You can view your wishlist at any time by clicking the heart icon at the top right-hand side of the page.
How do I compare the products?
To compare products, tick the box just below the product’s image on the listing page. A tab will then pop up on the bottom of your screen, which you can hide if you need to. You can compare up to five products at a time.
What does 'In Stock' mean?
This means that we have stock of this item in our warehouse ready for next day delivery.
What does 'Pre-Order' mean?
Items with a ‘Pre-Order’ status are temporarily out of stock. But don’t worry- you can reserve it ready for delivery to you as soon as it is back in stock. You’ll find the product’s ‘due in’ date on the product-listing page. If you pre-order an item, we’ll let you know as soon as it is ready for dispatch. Alternatively, you can select ‘Email Me When In Stock’, and we’ll send you a reminder as soon as the item is available for order.
Do you have a showroom where I can view your products?
Yes, we have a large showroom where the majority of our products are on display. You can find us in Birmingham City Centre, near to the Barclaycard Arena. For our address, take a look at our contact details and also our opening times.
Is there parking at your showroom?
Yes, we have plenty of car parking spaces just outside of our showroom for customers to use free of charge.
What are your opening hours?
You can find the opening times for our showroom and telephone lines here.
How can I contact you?
If you need to contact us, you can find all our contact details here. You can call us on 0121 230 1644, or 0845 520 0000. Or, you can email us, at sales@atlanticshopping.co.uk. If you’d prefer, you can pop in and see us in our showroom.
What are the terms of the contract when I buy from Atlantic Shopping?
You can read our full terms and conditions here.
What is your privacy policy?
You can read our full privacy policy here.
What if I find the same product cheaper elsewhere?
In the event that you find our products cheaper elsewhere, please contact our sales team and we will do our best to beat the price.
Are your products guaranteed?
All of our products come with a one-year guarantee. For more information, see our money back guarantee information.

Payment

Is it safe to order products on the Internet?
Shopping with us is totally safe. Our payment process is secured by Norton and powered by VeriSign. For more information, take a look at our make a payment page.
How can I place an order?
All of our products can be ordered online, over the phone, or in our showroom. If you’d like to order by phone, please contact our customer service team, who will be happy to help you with your order. You can also order by mail. Send a cheque or Postal Order addressed to Atlantic Shopping.
How can I pay for my order?
We accept MasterCard, Visa, Visa Electron, Delta, and American Express. Or, you can pay using PayPal. Simply select your preferred payment method at the checkout. We also accept payment via bank transfer. For more information about this service, please contact customer services.
Do you accept euros?
We accept both pounds sterling and euros. To select your preferred currency on desktop, just click on the ‘£’ icon at the top of the page. If you're shopping on a mobile, you can choose pounds or euros by selecting 'Currency' on the fly-out menu on the left hand side.
Will a telephone order cost the same as an online order?
Yes, our prices online are the same as our telephone order prices.
Do your prices include VAT?
Yes, all of our prices include VAT. If you live in the Channel Islands, VAT will be deducted when you select Guernsey or Jersey as your delivery location at the checkout.
How can I claim VAT back on my purchase?
If you live in the Channel Islands, VAT will be automatically deducted when you select your location at the checkout. If you are a business owner in Southern Ireland and you require a VAT refund, please contact customer services with your VAT number.
Do you have any voucher codes?
From time to time we may announce a promotional code on our Voucher Codes page. If you’d like to use one, you can enter it at the checkout. The percentage discount will be deducted at the ‘View Basket’ page. Only one discount can be applied per order, so make sure that you pick your code carefully.
When will payment be taken from my account?
Your payment will be taken at the time of the transaction for both credit card and PayPal payments.
Why won't my payment go through?
Our card payment process involves both our processing system and your bank’s clearing system. If you are having problems, please ensure that you have entered all of your information correctly. If you still experience problems, try another card or payment method, such as PayPal. You can also contact customer services to complete your order.
Why is PayPal saying that my card or email address is linked to a PayPal account?
If you choose to pay with PayPal and you receive this error message, it may be the case that your card or email address is already associated with a PayPal account. If you have forgotten your password, you can contact PayPal to reset your account. Alternatively, try another card or email address.
Are you a member of an accredited web safe trading organisation?
Yes, we are an accredited retailer of the hugely respected Trusted Shops. You can view our certificate here. We are also a part of the Safe Buy Accreditation Scheme. Take a look at our certificate here.

Orders & Deliveries

How much does delivery cost?
Next working day delivery to UK mainland locations is absolutely free. You can find out more about our great next-day delivery service here.
How long will it take for my order to be delivered?
All UK mainland orders placed before 4pm will be delivered the next working day. Orders placed between 4:00pm on Friday and 10:30am Sunday will arrive on the following Monday.
Can you deliver my order before 12pm?
Yes, we can make sure that you receive your order before 12pm if you live in a mainland UK location. You can upgrade to this service at the checkout page for just £9.99.
Can you deliver my order on a Saturday or Sunday?
We are pleased to be able to offer Saturday and Sunday delivery for UK mainland orders for just £12.50. You can select this option at the checkout stage.
Can I have my order delivered to an address other than my billing address?
You can have your order delivered to any mainland UK address, regardless of your billing address. Please specify your delivery address on the checkout page.
Can I track my order?
Mainland UK customers can track their delivery using DPD’s ‘Predict- Follow my Parcel’ service. You’ll receive an email from DPD on the morning of your delivery, containing a link to a live web map, allowing you to track your order from the depot to your door. Take a look at our delivery video for more information.
Will I have to wait in all day for my order?
No, you won’t. On the day of delivery, you’ll receive an estimated one-hour time slot from DPD via text or email, so you won’t have to wait in all day. As the driver gets closer, this will narrow down to a fifteen-minute delivery window.
Will I need to sign for my delivery?
Ideally, most deliveries do require a signature. However, if there is nobody available, the courier will try to leave your delivery with a neighbour. If this is not possible, a calling card will be left, allowing you to contact the courier to arrange a suitable time for re-delivery at no extra cost to you. Or, you can choose to collect your order from your local depot.
Can I have my order left with a neighbour?
Yes you can. If you are not able to accept your delivery, you can select exactly which neighbour you would like to have your parcel left with when DPD contact you on the morning of delivery. Alternatively, you can leave these instructions on our checkout page, which we will pass on to the courier.
Are there any days that you don't deliver on?
We deliver every day, except for public bank holidays.
Can I have my items delivered on a particular day?
Yes, you can. You can write your instructions in the ‘Delivery Notes/ Instructions’ section of the checkout page. We will pass on your directions to the courier.
Which courier do you use?
We use DPD as our courier service.
Can I check the status of my order?
If you create an account when you order your products, you can check the progress of your order by logging into your account and clicking ‘view my orders’. If you did not create an account, please contact our customer services team for information about the status of your order.
Can I cancel my order before my items have been despatched?
Yes, you can cancel your order any time up to 4pm on the day of despatch. If you’d like to cancel your order, or if you have any questions, please contact customer services.
Are there any areas of the UK that you can't deliver to?
We can deliver to UK offshore islands, Northern Ireland, Southern Ireland and the Channel Islands. For delivery times and prices, see our delivery information page..
Do you deliver to the rest of Europe?
Yes, we do. Simply select ‘International Delivery’ on the Delivery tab. For more information, visit our International Delivery information page.
There's an item missing from my order, what should I do?
If we have made a mistake, please contact customer services as soon as possible. We will endeavour to rectify the problem as soon as possible, of course at no extra cost to you.
Who should I contact if there's a problem with my order?
If you have any problems, please contact our customer service team. They will be happy to assist you.
Will the weather affect my order?
Your order will always be despatched from our warehouse at the soonest possible time. If we have any problems, we’ll contact you on the day.
Can I have my items delivered to my home if I buy them in store?
Yes, we can deliver any products that you buy in store to your home for no extra cost.

Returns & Refunds

What should I do if I change my mind?
If you change your mind within 14 days of receiving your products, and you have not assembled your products, you can easily arrange a return.
What is your returns policy?
Returning a product is very simple. You can read about our easy returns here.
What is your returns policy for items bought from your showroom?
Our returns policy for items bought in store is exactly the same as online purchases. If you need to return your in-store purchases for any reason, you can either bring them back to us, or we can arrange for a courier to come and collect the items for you. Please contact customer services for assistance.
How much does a return cost?
The cost of returning products to us from mainland UK locations is £10.00 per box. Most of our bar stools come boxed in pairs. Returns from Offshore locations, the Channel Islands and Ireland cost £20.00 per box. International customers can return items to us at a cost of £40.00 per box.
Can I return goods that I bought online to your showroom?
Yes, that is absolutely fine. The same returns policy will apply.
How can I request a return?
To request a return, you can contact customer services, and they will arrange everything for you. Alternatively, you can request a return by logging onto your account and selecting ‘Order History’. Select the item you are unhappy with, click ‘Request Return’ and fill out the information form. Once we receive your request, we will contact you and arrange the return for you.
How do returns work?
We will arrange for a courier to collect your unwanted items on a day that is convenient for you. Please return your items in an unused, unassembled and undamaged condition. Our courier will have a pre-printed label with our details on, so you don’t need to worry about putting our address on the box.
Can international customers return items?
Absolutely. You can view our International Returns Policy here.
Can customers in UK Offshore Islands, Channel Islands and Ireland return goods?
Customers in all these locations can return items to us. Take a look at our UK Offshore, Channel Islands and Ireland Returns Policy here.
What day can I arrange a return on?
We can collect your items on any day, except Saturdays and Sundays.
How long will my refund take?
We aim to process refunds on the same day that we receive your unwanted goods. However, it can take your bank 2-3 days to display these funds in your account.
Can I exchange my items once they have arrived?
If, when you receive your order, you change your mind about the product you have chosen, or if your product is faulty, we can arrange to swap your item. For more information, please contact customer services.
What should I do if I have received a faulty or damaged item?
If your order contains a faulty item, please contact our customer service team as soon as possible. If you tell us the problem before 2:00pm, we will dispatch the replacement item or part that same day at no extra cost to you, which means that you should receive them the following working day.
What should I do if there's a problem with my return?
If you have a problem with your return, or any questions, please contact our customer service team.