Dear Customer,

Please feel free to contact us by phone, however, it is a good idea to check the list below to see if your query can be answered. Information about the progress of your order can usually be answered by clicking on My Account at the top of the page. Enter your e-mail address together with your password you used to create your account. Once in, press history at the bottom of the page and information about your order is now accessed.
If you still have problems please send us an e-mail. Please look at the bottom of this page for the relevant e-mail address. We will answer your query as swiftly as possible.

Trouble Shooting
I have forgotten my password
My order has not arrived
Has my order been dispatched?
My purchase is damaged and/or faulty
The wrong item was sent
I have not received all of my order
I want to track my order
When will out of stock items be delivered?
Can I send an item to a different address other than mine?
How do I order titles yet to be released?
What is meaning of DVD Region 2?
What credit/debit cards do you accept?
My credit card has not been declined, why?
Can I alter the information on my account?
If you still have a problem, please e-mail our helpdesk at query@taxfreeshopping.com

I have forgotten my password
If you have forgotten your password click My Account at the top of the page. Enter your e-mail address, then click Send Password. Your forgotten password will be e-mailed back to you. When you log into My Account with your password you will have the opportunity to change it to something more memorable.
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My order has not arrived
All items are sent separately, you will therefore receive multiple packages if you have ordered more than one item. This makes sure that your ordered products will fit through the letter box. For information on delivery times for an item which may be out of stock, click here. All goods are delivered by first class post. Please allow five working days for receipt of goods. Please e-mail us if the goods have not arrived within this time period. query@taxfreeshopping.com
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Has my order been dispatched?
Taxfreeshopping.com will send you e-mail confirmation when we dispatch your order. In addition, you can check at any time if and when your order has been sent to you by clicking on My Account and going to Order history at the bottom of the page.
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My purchase is damaged and/or faulty
If you receive a faulty or damaged item please accept our apologies. We will send you a replacement for any faulty or damaged item, or, if the product is no longer available, we will refund in full the credit/debit card you used to place your order. You must return any faulty or damaged item within 30 days of it being dispatched by us. Please return the item in its original padded envelope or one of equivalent quality and enclose the original invoice with the barcode. Send the item by recorded delivery only and we will refund the recorded delivery cost up to a maximum of £2. We inspect all returned items for faults. If the item is found not to be faulty we cannot replace or refund your purchase and will post back the item to you and reserve the right to charge you up to 1 for delivery. If you have ordered a CD or DVD, to ensure the problem is a fault with the product and not a fault of your CD/DVD player, we recommend you try your disc on a second machine before sending your return. Taxfreeshopping.com is not responsible for any incompatibilities caused by DVD players that have been altered to disable regional coding (see About DVD).
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The wrong item was sent
Please accept our apologies for the mistake and return the item unopened, in perfect shrink-wrapped condition, within 7 days of receiving it, to the address below. Wrap the item in its original padded envelope/box or one of similar quality, enclose the original invoice with the barcode (which we need to process your return) and tick the box which denotes your reason for returning the item. We will refund the same credit/debit card which you used to make the purchase once we have received the item. If you send the item by recorded delivery we will refund your postage costs up to a maximum of £2, as long as the item was sent as a result of an error on our part.
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I have not received all of my order
Firstly check the status of your order. Go to My Account and then onto Order History. Check that the item missing was not out of stock. All of the items you ordered were sent in separate packages. It is possible that items which are sent to you on the same day will get separated in the post and be delivered on different days. Contact us if all of your items have not been received within two days of the receipt of your first package. query@taxfreeshopping.com
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I want to track my order
You can track your order at any time by clicking on My Account, following the prompts and going to Order History. This will tell you whether and when your order has been processed and dispatched, or if it is pending. If you have any further queries regarding an order, please e-mail us at: query@taxfreeshopping.com
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When will out of stock items be delivered?
If demand is greater than our stock holding then an item will unfortunately go out of stock. Go to My Account and then to Order History to see how your order is progressing. You will be notified by e-mail every day as to the product's out-of-stock status and to the expected delivery time.
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Can I send an item to a different address other than mine?
You can send an item or gift to any address in the UK. However, please make sure that the address you use to set up your account in My Account is the same as your credit card billing address. This is necessary for when we verify your credit card payment. However, My Account lets you add new addresses to which you can have an item delivered. On the My Account page, click on Address Book then on Add Address. Next step: To place an order, click on Checkout and click on the address that you want to use for delivery of this item. My Account will store addresses in its address book so you will not have to enter these details again.
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How do I order titles yet to be released?
Press COMING SOON on the left hand side of the page and a list of forthcoming titles will appear in the centre section of the site. Select Pre-Order for the title you wish to order and when the product comes into stock it will be immediately dispatched to you. You will be at the front of the queue. Your credit/debit card will not be charged until the product is dispatched to you.
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What is meaning of DVD Region 2?
Region 2 refers to DVDs manufactured specifically for the UK, mainland Europe, Japanese, South African and Middle Eastern markets. Region 0 (also referred to as region free) DVDs are compatible with any DVD player in the world. Taxfreeshopping.com sells mainly region 2 and some region 0 DVDs so you can be confident that any title you buy from us will be compatible with your DVD player. (This will always be the case if your hardware was purchased within the EU.) European law dictates that any DVD player bought within the EU will be set to region 2 as the default region.
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What credit/debit cards do you accept?
Taxfreeshopping.com accepts the following cards for payment: Visa, Mastercard, Maestro, Switch, Delta and Solo. Your card will only be debited once the goods have been dispatched.
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My credit card has been declined, why?
You may have exceeded your credit limit or the information you have supplied is incorrect. Please make sure that the address information you provide in My Account is exactly the same as on your credit card billing address. If there is a discrepancy you can change the address information by clicking on My Account and Edit account. Also make sure that the credit card information (including the three digit CV2 number) is correct. Your CV2 number refers to the last 3 digits on the reverse of your card next to your signature. Please also ensure that you have entered your debit/credit card number in the correct box. If your order is still not accepted please contact your credit card issuer for an explanation.
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Can I alter the information on my account?
You can change your details in your account by going to the My Account page and clicking on Edit account.
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IF YOUR PROBLEM HAS NOT BEEN ANSWERED
If you have not found an answer from the above that satisfies your query please e-mail us. In order that we can deal with your query, please click on the most relevant subject below and this will take you to the appropriate helpdesk.

Re: Your Order
Stock query
Order/delivery query
Returns/faulty item query
Re: Your Account
Address query
Password/login query
Other account query

On receipt of your e-mail our customer service team will respond to your query via e-mail as quickly as possible. For other or general enquiries please get in touch with us at customerservice@taxfreeshopping.com

Your feedback is very important to us and much appreciated as it helps us to improve our service. Please let us know what you think on feedback@taxfreeshopping.com

Yours truly
Martin Sayers
Managing Director