What happens after I place my order?
The process of the order
Once you have successfully completed the process of placing your order on our platform, your next step is to anticipate a confirmation email. This email serves as a vital communication tool, ensuring that the details of your order are accurately recorded. It includes essential information such as your full address and contact details. These details play a crucial role in facilitating the smooth delivery of your order to the correct destination. However, in the event that you notice any inaccuracies in the address or contact information provided in the confirmation email, we encourage you to reach out to our customer support team promptly.
Upon receiving your order confirmation, you may notice that the status of your order is initially indicated as "awaiting processing." This status signifies that your order has been successfully accepted and is now queued in our system for further handling. Rest assured that our team is diligently preparing your order for dispatch, ensuring that it is packed securely and accurately labeled for shipment.
As we progress with the processing of your order, you will receive another email notification indicating a change in status to "processing." This update signifies a significant milestone in the fulfillment journey of your order. It indicates that our warehouse team has commenced the task of meticulously packing your items and preparing them for shipment. Each item is carefully inspected to guarantee its quality and ensure that it meets our stringent standards before being dispatched to you.
Once your order has been fully processed and packed, the status will transition to "shipped," accompanied by the addition of tracking details. This indicates that your order has been handed over to our trusted courier partner for delivery. Along with the updated status, you will receive a tracking number that enables you to monitor the progress of your shipment in real-time. This transparency empowers you to stay informed about the whereabouts of your order as it makes its way to your doorstep.
While we strive to provide timely and accurate tracking information, it's essential to note that there may be instances where tracking updates are delayed. This delay can occur due to the high volume of parcels handled by our delivery partners on a daily basis. As they process a vast number of shipments within their network, it may take some time for each parcel to be scanned and updated in the tracking system. We appreciate your patience and understanding during this process.
In such cases, we advise customers to allow for a grace period of 1-2 working days for the tracking information to be updated accordingly. Rest assured, our team is dedicated to ensuring the timely delivery of your order, and we are committed to keeping you informed every step of the way. Should you encounter any concerns or require further assistance regarding your order status or tracking information, please don't hesitate to contact our dedicated customer support team. We're here to help and ensure that your shopping experience with us is nothing short of exceptional.
How long should an order take to arrive?
We take pride in offering complimentary delivery for all orders destined for Mainland UK addresses. This commitment to free shipping underscores our dedication to providing value and convenience to our customers. Whether you're ordering a single item or multiple products, rest assured that you won't incur any additional delivery charges.
Once your order has been dispatched from our warehouse, you can expect to receive your package within a reasonable timeframe. Our standard delivery time frame typically ranges from 3 to 5 working days. During this period, our trusted courier partners work diligently to ensure that your order reaches you in a timely manner.
However, it's important to acknowledge that unforeseen circumstances can sometimes impact the delivery process. Despite our best efforts, courier services may occasionally encounter operational delays beyond our control. In such instances, rest assured that we proactively monitor the situation and keep you informed every step of the way.
Should there be any operational delays on our end or with our courier partners, you will receive timely notifications to keep you informed of the status of your delivery. Our commitment to transparency means that you'll never be left in the dark about the whereabouts of your order.
If, for any reason, you experience any concerns or notice prolonged delays with your delivery, our dedicated customer support team is here to assist you. Simply reach out to us, and we'll gladly escalate the matter on your behalf. Your satisfaction is our top priority, and we'll do everything within our power to ensure that your shopping experience with us exceeds your expectations.
In summary, our commitment to free delivery, coupled with our efficient delivery process and proactive communication, ensures that you receive your orders promptly and hassle-free. We value your trust in us as your preferred online retailer and remain dedicated to delivering excellence in every aspect of your shopping experience.
What to do if you receive a damaged order
Ensuring the prompt inspection of your delivered order is crucial to maintaining customer satisfaction and resolving any issues that may arise. Upon receiving your order from our trusted courier, we kindly request that you inspect its contents within the first five days. This time frame allows for ample opportunity to thoroughly assess the condition of your items and address any concerns promptly.
Should you encounter any instances of damage or discrepancies with your order, we're here to assist you every step of the way. Our dedicated customer support team is ready to spring into action to resolve any issues that may arise. To initiate the resolution process, simply reach out to us immediately, providing detailed information along with clear photographs of the damaged items and packaging, as well as your order number and contact details.
By providing comprehensive documentation of the damage, including images of both the affected items and their corresponding labels, you enable us to expedite the resolution process effectively. This ensures that we have a clear understanding of the extent of the damage and can take appropriate action to remedy the situation swiftly.
Upon receipt of your report, our team will promptly assess the situation and determine the most appropriate course of action. Depending on the nature and severity of the damage, we may offer a suitable solution such as a replacement item or a partial refund. Our ultimate goal is to ensure that you are completely satisfied with your shopping experience and that any issues are resolved to your satisfaction.
It's important to note that all damage claims must be reported within the designated 5-day window following receipt of your order. This time frame allows us to initiate the necessary procedures for filing a claim with our courier partners and facilitating the replacement or refund process seamlessly.
By adhering to this timeframe, you enable us to expedite the resolution process and minimize any inconvenience caused by damaged or defective items. Our commitment to customer satisfaction drives us to address any issues promptly and efficiently, ensuring that you can shop with confidence knowing that we're here to support you every step of the way.
In summary, we encourage you to prioritize the inspection of your delivered order within the first five days to ensure timely resolution of any issues. Should you encounter any damage or discrepancies, don't hesitate to reach out to us immediately, and we'll work diligently to provide a satisfactory resolution. Your satisfaction is our top priority, and we're committed to delivering excellence in every aspect of your shopping experience.
What to do if you receive an incorrect order?
Ensuring the accuracy of your order is paramount to us, and we understand that receiving an incorrect item can be disappointing. If you suspect that you've received the wrong order, we're here to assist you in resolving the issue promptly. Our dedicated customer support team is standing by to guide you through the process and ensure that the matter is resolved to your satisfaction.
Upon discovering any discrepancies with your received items, we encourage you to reach out to us immediately. Providing clear and detailed information is key to expediting the resolution process. In your communication with us, please include clear photographs of the actual items received, highlighting any differences or discrepancies, along with your order number clearly stated in the subject line.
By providing visual evidence of the items received, you enable us to quickly assess the situation and take appropriate action. This proactive approach streamlines the resolution process, allowing us to address the issue swiftly and effectively.
Once we receive your report, our team will promptly investigate the matter and liaise with our warehouse to identify any errors or discrepancies in the order fulfillment process. If it is determined that an incorrect item has been dispatched to you, we will take immediate steps to rectify the situation.
Depending on the nature of the error, we may arrange for a replacement item to be dispatched to you without delay. Our goal is to ensure that you receive the correct items as soon as possible, minimizing any inconvenience caused by the error.
In some cases, particularly if the incorrect items need to be returned to our warehouse, we may need to arrange for a collection of the goods. If this is necessary, our team will coordinate with you to schedule a convenient date and time for the collection process. Rest assured that we will handle the logistics of the return process, ensuring minimal disruption to your schedule.
Throughout the resolution process, our dedicated customer support team will remain in close communication with you, providing updates and assistance as needed. Your satisfaction is our top priority, and we are committed to ensuring that any issues with your order are addressed promptly and professionally.
In summary, if you believe that you have received the incorrect order, please don't hesitate to contact us immediately. We're here to help and will work diligently to rectify the situation and ensure that you receive the correct items in a timely manner. Your trust and satisfaction are of utmost importance to us, and we appreciate the opportunity to assist you with any concerns you may have.
What to do if you want to return an order?
We understand that sometimes returns are necessary, and we want to make the process as smooth and hassle-free as possible for you. That's why we offer a generous 14-day return window for all purchases. If you find yourself in need of returning an item, simply reach out to us via email within the 14-day period to initiate the return process.
Upon receiving your return request, we'll promptly send you a return form to complete. This form helps us efficiently process your return and ensures that we have all the necessary information to facilitate a seamless transaction. Once you've completed the form, simply attach it to the parcel containing the items you wish to return.
Please note that while we strive to provide exceptional service, we do not currently offer free returns. You have the flexibility to choose a courier of your preference to return the goods to us. This allows you to select the most convenient and cost-effective shipping option for your needs.
When returning the items, please send them to the following address:
Think Big Fulfillment
Unit 8, The Viscount Centre
Gaskill Road
Liverpool, L24 9GS
Upon receipt of the returned items at our facility, our team will carefully inspect them to ensure that they are in a resalable condition. This means that the products should not be damaged or altered in any way, such as being drilled or otherwise modified.
Once we've verified the condition of the returned items, we will proceed to process a full refund for your purchase. This refund will be issued using the original payment method, and you can expect to see the funds returned to your account within 14 days of our receipt of the returned goods.
To expedite the refund process, we kindly ask that you provide us with the tracking details and delivery confirmation for your return shipment. This allows us to track the progress of the return and ensure that your refund is processed in a timely manner.
At every step of the return process, our goal is to provide you with clear communication and exceptional service. If you have any questions or concerns about your return, please don't hesitate to reach out to our customer support team. We're here to help and ensure that your shopping experience with us remains positive and hassle-free.
What to do if you received a faulty item?
When encountering an issue with your order, we prioritize your satisfaction and aim to swiftly address any concerns you may have. If you suspect a fault with your order, we kindly request that you reach out to us within five days of receiving the delivery, accompanied by relevant images showcasing the condition of the goods. This allows us to promptly assess the situation and determine the appropriate course of action.
Should the damage be attributable to mishandling during transit, rest assured, we will initiate a claim with the courier on your behalf. Our objective is to ensure you receive the resolution you deserve, whether it entails a refund or a replacement item to rectify the inconvenience caused by the transit-related damage.
In the event that the item exhibits a fault stemming from a production defect, we undertake a thorough evaluation to ascertain the nature and extent of the damage. Subsequently, we will communicate with you to outline the available options, which may include arranging for a replacement item or offering a partial refund, contingent upon mutual agreement.
Your satisfaction remains our utmost priority, and we are committed to addressing any concerns you may have regarding the quality and condition of your order. By adhering to this procedure and promptly notifying us of any issues, we can collaborate effectively to resolve the matter to your satisfaction.
At Screen With Envy, we value transparency, accountability, and customer satisfaction above all else. Our dedicated team is here to assist you every step of the way, ensuring a seamless and satisfactory resolution to any issues encountered with your order. We appreciate your cooperation and trust in our commitment to delivering high-quality products and exceptional service.
What to do if the courier lost my order?
When your eagerly awaited order fails to arrive within the expected timeframe, rest assured, we're here to swiftly address any concerns and ensure a resolution that meets your satisfaction. If, after seven working days from the shipping notification, your order has yet to reach you, we kindly request that you reach out to us promptly.
Upon receiving your notification, we will promptly escalate the matter with the designated courier service. The courier will then initiate a comprehensive search process, dedicated to locating your package. Typically, this search process takes between 48 to 72 hours to complete, during which the courier diligently explores every avenue to trace the whereabouts of your shipment.
Once the search concludes, we will promptly reach out to you with an update on the status of your order. If the courier successfully locates your package, we will confirm its whereabouts and provide you with an estimated delivery time frame. Your patience and cooperation during this process are greatly appreciated as we strive to ensure the timely resolution of any delivery-related issues.
In the unfortunate event that your order is confirmed as lost in transit, we are committed to swiftly rectifying the situation to minimize any inconvenience you may experience. Depending on the availability of the item in question, we offer two viable solutions to address the situation:
* Replacement: If the item is currently in stock, we will expedite the processing of a replacement order for you. Rest assured, we prioritize expediency to ensure you receive your desired item as swiftly as possible.
* Full Refund: Alternatively, if a replacement is not feasible or if you prefer, we will promptly issue you a full refund for the undelivered items. Your satisfaction remains our top priority, and we are committed to ensuring you receive the resolution that best aligns with your preferences and needs.
We understand the frustration that may arise from delayed deliveries and are committed to ensuring a swift resolution to any issues encountered. Your satisfaction is our top priority, and we appreciate your patience and cooperation as we work diligently to address any concerns regarding the timely receipt of your order. Please do not hesitate to reach out to us with any further questions or assistance you may require. We are here to support you every step of the way and ensure your shopping experience with us remains positive and hassle-free.
