In order to ensure that the new online shop is totally secure, all existing users will have to request a password to gain access to the new site. This process is very simple and should only take a few minutes to complete.

Step 1:

Click on the Login/Register link on the homepage

Step 2:

The first time you enter the new online shop, please enter your existing email address in the box titled “request Your Password below” and click the “request password button”.

Step 3:

You should receive your new password via email within a few minutes

Step 4:

Return to the login screen and sign in using your email address and the new password. The password supplied to you is case sensitive, so please ensure you enter it correctly using upper and lower case as required. Do not tick the “Remember Password” box a t this stage. When you have entered your email address and new password in the boxes provided, click ‘Login’.

Step 5:

You will now be asked to change your password to something you can easily remember. Enter the password you have just been sent in the “old password” box, then type your preferred password in the “New Password” box. You can choose a new password altogether, or you might wish to change it back to the same password you used for the old traidcraftshop.

If you are experiencing problems at this stage and cannot sign in, please contact us for assistance at customer services or by calling 0845 330 8900.

Free Carriage using 'Media or Promotion Codes'

In order to receive free carriage if your order value is above the free carriage threshold, you need to enter a promotional code into the 'Media or Promotion Code' box on the 'My Basket' page. To make this simple, this code is provided to you on the 'My Basket' page everytime you make an order.



Please ensure you then click the free delivery option on the 'Delivery' page to ensure you receive free delivery.



How to Create A Delivery Address

If you have deliveries made to addresses other than your primary invoice address, then you will need to set these up on the new online shop. You only need to do this once, although you have the facility to update this information on an ongoing basis.

Your address book can be accessed in a number of ways.

When going through the checkout from the My Basket Page, the delivery page will default to your primary invoice address. To add a new address, click on the My Account link.

Once in My Account, scroll down to your address book. To add a new delivery address click on the Add A New Delivery Address link.



Click on the Lookup UK Address link.



Fill in the postcode and building name/number and click get address. If the address can not be found, you can manually fill the details into the form.



Click accept



Fill in your first name, last name and telephone number and click Add New Address button




If this is to be your primary shipping address, Click the Make This My Primary Shipping Address link. Press the continue checkout button



Once you are logged in to the online shop, you can access your address book at any time through the My Account link. Once in my account, simply scroll down to the address book section and amend as above.

How to add products to My Favourites

In order to add items to your favourites you will need to login.

Once you are logged in, you need to visit the detail pages of the items you wish to have in your favourites. To do this, you need to navigate through the category and list pages.

Please look at the example below, which will detail how to add the Chocolate Geobar CDU to your favourites:

Step 1:

Login

Step 2:

Click on the relevant category page (in this example, Grocery)

Step 3:

Click on the relevant sub category on the left hand navigation bar (in this example, Geobar)

On the list page, select the product you wish add to your favourites by clicking on the product image or product description (in this example, the Chocolate Geobar CDU)



Click on the add to Favourites Button



The item is now in your favourites. To view your favourites list, simply click on the My Favourites link in the top left corner. From within the My Favourites section, you can update quantities, remove items, and add items to your basket, either individually, or altogether.






Website Security

Q.1 Are my credit card and personal details secure when I order online from Traidcraft?
A1.We want you to feel comfortable that the information you share with us is secure and that your personal information and credit details are treated with respect, security and confidentiality.

Every order is processed securely, using secure servers with 128-bit SSL encryption technology. You will see the padlock at the bottom of the browser. This ensures that your transaction details are kept secure and confidential and can only be read by Traidcraft.

You can request at any time that we stop mailing you catalogues or contacting you by email by notifying our customer service department on 0870 443 1018 or emailing customer services. We apologise if you receive any further mailings during our processing of your request.

Making an Order

Q1. What delivery options are available?
A1. We offer two forms of delivery:

Standard Service delivery is charged at £4.95 per order to any UK mainland address. This charges covers packing, handling and delivery. Orders are usually responded to within 24 hours, and are normally dispatched within 3 working days. Please allow up to 14 days for delivery. Please note all orders will incur a delivery charge excluding wine, which includes the cost of post and packing in the price of each case.

Express Service - for an additional £5.50, we guarantee to deliver to any UK mainland address within 3 working days from confirmation of receipt oforders. (Monday to Friday excluding Bank holidays). A signature will be required. We will provide confirmation of the order, which shall be via e-mail when the order is placed by e-mail or on-line. Sorry, but we can't send wine by express delivery.

Alternative Delivery Address - If you would like your goods delivered to a different address to your home address, then please fill in the details in the appropriate area on the online order form. Please note that we can only accept one address per order. You will still need to supply us with your own name and address.

Please note items may be despatched in more than one package, and will not necessarily arrive at the same time. If there is no one to receive the package then the carrier will leave a card informing you as to where your order is being held. If you have not received your goods within this time, please contact our customer services department by emailing customer services or phoning 0845 330 8900.

Q2. How do I pay for my order?
A2. For orders placed via our website or by telephone, Traidcraft accepts Visa, Mastercard and bank Switch cards. Traidcraft does not accept VisaElectron, American Express or Solo.

Q3. What if I wish to return an item?
View Returns Policy

Q4. When will my credit card be charged?
A4. Traidcraft will charge your credit card no earlier than 72 hours before the time of despatch.

Q5. I have not received my order, what should I do?
A5. Please first check your order status and the date of despatch of your order online in the 'My Account' area to confirm. If the date of your order plus the expected delivery time via your selected delivery method has passed please contact our Customer Service department.

Q6. How long will it take for my order to be delivered?
A6. Orders are normally dispatched within 3 working days, with up to 14 additional days for delivery. For our express service, we guarantee todeliver to any UK mainland address within 2 working days of order confirmation. You can track the progress of your order in the 'My Account' area.

Q7. Can I order from outside the UK?
A7. We regret that at the moment we are unable to accept orders for dispatch to any addresses outside the UK mainland and Northern Ireland. However, we can accept orders from overseas for delivery to UK mainland and Northern Ireland addresses. In such case, you must make payment in Pounds Sterling. To allow the order form to accept your address, please include your country in the main address area and leave the country defaulted as UK.

Finding Products

Q1. How do I use the Search?
A1. Search for products by typing a word or words in the keyword/product ref search box. If you want to restrict your search to find fewer results, use the "Advanced Search" feature. This will allow you to search within a given price range, within just one section of the website or for products originating from a particular country.
Traidcraft searches are NOT case sensitive. All letters, regardless of how you type them, will be understood as lower case.
 

Using Shop by Code

Q1. How do I place an order using Shop by Code?

Use this simple tool to make purchasing from the Traidcraft website quick and simple.

The Quick Order form uses product codes to add items to basket, taking away the time required to browse and review products on the website. You can reference product Codes from either the printed catalogue or from a previous order you have made. Product Codes are also presented on each product detail page. Each product code you enter will be checked for accuracy. Incorrect codes will be reported and presented to you in the page for reference along with any products you try to purchase that are unavailable at this time. Use the quantity fields to add the number of each product you wish to buy.  This will put all your products in your basket at once. When you've finished shopping click on the My Basket button in the top right hand corner to review the items you've added.

Using Shop by Page

Q1. How do I use Shop by Page?

Use this simple tool along with your printed catalogue to make purchasing from the Traidcraft website quick and simple.

Firstly, use the dropdown list to navigate to the page you're viewing in your catalogue. This will display all the products on that page. Use the quantity fields to add the number of each product you wish to buy. If you're buying just 1 product from this page, you can use the quick 'Add to basket' link next to the quantity field. If you're buying multiple products add the quantities for each then click the Add All To Basket button at either the top or bottom of the page. This will put all your products in your basket at once. If you wish to purchase from another page in the catalogue simply choose another page from the drop down list. When you've finished shopping click on the My Basket button in the to right hand corner to review the items you've added.

Delivery

Standard Service delivery is charged at £4.95 per order to any UK mainland address. This charges covers packing, handling and delivery. Orders are usually responded to within 24 hours, and are normally dispatched within 3 working days. Please allow up to 14 days for delivery. Please note all orders will incur a delivery charge excluding wine, which includes the cost of post and packing in the price of each case.

Express Service - for an additional £5.50, we guarantee to deliver to any UK mainland address within 3 working days from confirmation of receipt of orders. (Monday to Friday excluding Bank holidays). A signature will be required. We will provide confirmation of the order, which shall be via email when the order is placed by e-mail or on-line. Sorry, but we can't send wine by express delivery.

Alternative Delivery Address - If you would like your goods delivered to a different address to your home address, then please fill in the details in the my account section. Please note that we can only accept one address per order. You will still need to supply us with your own name and address.

Please note items may be despatched in more than one package, and will not necessarily arrive at the same time. If there is no one to receive the package then the carrier will leave a card informing you as to where your order is being held. If you have not received your goods within this time, please contact our customer services department by emailing customer services or phoning 0845 330 8900.

Frequently Asked Questions

Q1. How do I sign up to receive Traidcraft's free catalogue?

A1. To request a free Traidcraft calalogue through the mail, please visit our Request a Catalogue page and fill out the required information.

Q2. Where are the items I ordered?

A2. Detailed information about the orders that you have placed with Traidcraft can be found by clicking on 'My Account', located near the top right corner of the page.

Q3. How can I view my current/completed orders?

A3. You can view your completed orders in the 'My Account' section; click on 'View Your Order/Billing History'.

Q4. I have not received my order, what should I do?

A4. Please first check your order status and the date of despatch of your order online to confirm. If the date of your order plus the expected delivery time via your selected delivery method has passed please contact our Customer Service department.

Q5. Where is the saved basket facility?

A5. The saved basket facility is no longer required on the new site. Your basket now saves all items in it automatically, even if you leave the site and return at a later date.

Q6. Why can't I view my online statement as I used to?

A6. The online statement is part of the next development stage of the new website and will be introduced early 2009. You are still able to see your account balance on screen and make payments online if you wish.

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