Frequently Asked Questions
At Whatafind.com® we are committed to making your shopping experience easy, quick and convenient. That's why we have put together these answers to the most frequently asked questions our customers have, so that you can shop with confidence.
We want to thank you for visiting the site and hope you enjoy shopping with us.
About Whatafind.com®
Whatafind.com® was set up in early 2008 to bring like-minded suppliers and customers together. Our sole purpose is to offer an online channel for suppliers with overstock, end of lines, returns and possibly seconds merchandise (we call these "off peak" products) that will enable customers to pick up a genuine bargain. Whatafind.com is exactly that! We are a small but growing UK company that relishes looking for a bargain for our customers. We pride ourselves in our customer service and work with a UK based call centre to offer round the clock customer service.
- Payment & Ordering
- Delivery
- Returns & Refunds
- Managing your Account
- Recycling & Disposal
- Payment & Ordering
How do I pay for my order?
When you are ready to pay for your shopping, click on the Basket link in the top right hand corner of the screen. This takes you to your Shopping Basket that shows full details of all the items selected, and you will be asked to confirm by clicking on Checkout Now. You will then be guided through a simple three-step process providing us with details such as your NAME, BILLING ADDRESS, DELIVERY ADDRESS and METHOD OF PAYMENT. Once this information has been
confirmed the process is complete and we will acknowledge your order by email.
If you are ordering a product on behalf of a third party and/or wish to arrange delivery to an address that is different from the cardholders address, Whatafind.com will contact the cardholder for confirmation of the transaction prior to delivery. This is for the cardholders security and is in line with our policy to protect our customers card information and details at all times.
What should I do if my credit/debit card has been refused when placing an order?
If your credit or debit card was refused whilst placing an order on www.Whatafind.com, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.
Do I receive any confirmation once I have placed an order?
Once your details are confirmed, we will acknowledge your order by e-mail.
What happens if an item I have ordered is out of stock?
All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in dispatch. If applicable a substitute product of equivalent price and quality will be offered by the supplier. If this is the case, we will let you know as soon as possible.
Delivery
What are your delivery charges?
Whatafind.com® acts as an agent on behalf of a large and ever growing number of suppliers. We use the existing infrastructure of our suppliers to deliver the product to you. As a result should you choose products from two different suppliers each supplier will charge for delivery separately, and this is because the products will be shipped from more than one location. We will clearly state in your basket what the delivery charge breakdown is.
Do I get charged for delivery of each item I ordered?
Delivery charges will vary by supplier and will be clearly stated beside each product.
When and how will my order be delivered?
Our retailers select the most appropriate carrier for your goods to ensure your order is delivered in the best possible way. This means some items in your order may arrive at different times. Please note that due to different locations we send the items from, your order may be divided into separate parcels which may be delivered at different times within the delivery lead time. We will contact you within 48 hours on receipt of your order to confirm delivery lead times if your product requires a 2 man delivery.
Are there any places where delivery might take longer?
Yes, there are certain areas outside our courier service (i.e. Scottish Highlands, Islands, offshore locations, Northern Ireland) that may take up to 14 days. For these addresses you must contact us via the following form for a quote.
Do you deliver overseas?
Please contact us via the following form to discuss your requirements.
What happens if I am out when you deliver?
The delivery driver may try to leave your parcel with a neighbour. If they cannot do this, they will return the parcel to the delivery depot. They will leave you a card explaining where the parcel is and what to do next.
What if only part of my order has arrived?
Due to different locations we send the items from, your order may be divided into separate parcels which may be delivered at different times. If there is a situation of an unexpected delay, you will be contacted by one of our customer agents. If, however, your item did not arrive within our stated lead times, please contact our Customer Services who will be happy to help you. Please note lead times are only an approximation, as we are unable to guarantee a delivery time at the point of order.
What if my order arrives damaged?
Please contact Whatafind.com® customer services via the following form for further instructions. Please note it's your responsibility to take reasonable care of the items if you intend to return them. Please check Whatafind.com® return policy for further clarification.
Returns & Refunds
Can I change my order?
We are unable to amend your order; however it may be possible for us to cancel your order on your behalf prior to dispatch. Please call our Customer Services as soon as practically possible on 0845 345 4581. Once the item is dispatched, we cannot cancel your order.
What if you don't have what I want?
Perhaps our range of merchandise isn't as extensive as it could be and you require a particular item. Please contact us via the following form with a description, brand if relevant and what you would expect to pay and we will contact you as soon as we locate it.
How do I return an item I ordered online?
If the item is faulty or does not conform to the quantity, quality, standards or description shown on your order please contact us via the following form to arrange a full refund. If you wish to return the item simply because it was unwanted or unsuitable you may return this item but you will be charged both the outward and return carriage costs. Items must be returned in its original packaging and the product remains the customer's responsibility until its safe receipt into the supplier's warehouse.
* Important Note
If you need to return an item then please include the paperwork provided with that item and return to the specified address in your documentation. Failure to return to the correct address may delay the processing of your refund.
Until the collection has taken place you will be required to keep the item in the same condition in which it was delivered. The goods will also be required to be put back into their original packaging.
When do I get my refund once I have returned an item?
Once we receive an item, we will process the return and refund within 5 working days. Please allow at least 28 days from collection for the payment to be credited back to your account. (This may take longer depending on how long it takes your bank/building society to process the payment).
Managing your Account
I have forgotten my password to access My Details, how do I request a new password?
To request a new password, click on LOGIN / REGISTER. In the section FORGOT YOUR PASSWORD enter your email in the box provided and an email will be sent with your new password. Once you have logged on with your new password you can of course change it to something more memorable.
How do I change password to access My Details?
To change your password, click on LOG-IN / REGISTER, enter the email address and password that you registered with, fill in your new password and confirm your new password, and click UPDATE ACCOUNT.
I have typed in my password incorrectly 3 times; the error message says that my account is locked. How do I unlock my account?
To request your account to be unlocked please contact us via the following form. Please ensure to add your Log in ID email address if different to your current email address.
I have changed my email address please update my email address.
To amend your email address, log in with your existing email, click on YOUR ACCOUNT, amend your email address accordingly and click UPDATE ACCOUNT. Please note that changing your email address will not change your Log-in ID; you will need to continue to use your original email address each time you log in, however any future correspondence will be sent to your new email address.
I have some feedback on your website.
Great! We are all ears. Please contact us via the following form with your comments. We would love to hear from you.
I would like to supply you.
We always welcome the opportunity to meet new suppliers. Please contact us via the following form and one of our sales team will be in touch to arrange an appointment.
Recycling & Disposal
What is WEEE (Waste Electrical and Electronic Equipment)?
From 1st July 2007, all retailers of electrical goods must comply with the Waste Electrical and Electronic Equipment (WEEE) legislation. This is a scheme to prevent all such waste being disposed of in general landfill sites and to promote recycling of components and materials. The legislation aims to minimise the impact of electrical and electronic equipment on the environment by creating products with recycling in mind and encouraging reuse, recycling, and recovery of WEEE.
How do I know what product is "WEEE"?
The definition of a WEEE product is one whose primary function is dependent on electrical currents to carry out the main function, e.g. a toaster. However, some products, such as a child's soft toy with an electric circuit, is not classed as WEEE as its primary function is a toy.
How do I return my old electrical product?
You may take the item(s) to your local authority Civic Amenity Site.
