FAQ

How can I get some technical advice?
If you would like technical advice on a specific product or help choosing the correct product, or if you have a specific problem and would like help finding a solution, please don't hesitate to contact the Spautopia team. Call the office on 01780 721470 or email info@spautopia.co.uk.

Is it safe to shop online at www.spautopia.co.uk?
Yes. We use Paypal, who employ the Secure Socket Layer (SSL) encryption method, one of the most secure payment platforms in the world. To find out more click here.

If I register with you how will I know my details are secure and that you won't pass them on to other companies?
We treat your personal information with the highest standards of security and confidentiality. We never sell or give any personal information we have about you to any other company. You can rest assured that your credit/debit card and personal information are safe with us.

What is Spautopia's returns policy?
Should you wish to return your order, you must do so with 14 working days of receipt of the goods. Should you be in receipt of faulty or incorrect goods, please contact the Spautopia office by telephone, email or using the online returns form, so that collection/replacement can be organised. The return of non-faulty goods can only be accepted provided they are in their original packaging and in a saleable condition. You are responsible for the safe return of the goods and this cost must be borne by you, the customer. Please notify Spautopia that the goods are to be returned by completing the online returns form (click on the Customer Service section for details) and ensure they are accompanied by their original invoice number. A refund will be issued only once we have received the goods in a satisfactory condition. 

What happens if I need to cancel my order?
Orders can be cancelled prior to dispatch free of charge. Orders cancelled after dispatch will be subject to the terms outlined above in Spautopia's returns policy for the return of non-faulty goods.

How are refunds issued?
Refunds will be issued via the same payment method with which the order was placed. Please allow up to five working days for it to be credited.

What is the 'Security Code' referred to on the Payment page?
Sometimes referred to as the CV2 number or CVV number, the Security Code is either a unique 3-digit number printed on the back of your credit/debit card or if you have an American Express card it is a 4-digit number on the front (usually top right) of your card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it. 

How can I receive regular updates on events, offers and new products from Spautopia?
Sign up for our monthly e-newsletter by following the link from our Home Page or select the Subscribe option when you register for an account with Spautopia.

Do I have to create an account?
If you'd prefer not to create an account you can checkout as a 'guest customer'.

What happens if I've forgotten my password?
You can request your password to be reset by entering your email address on the Account Login page (click on the forgotten Password link) and we'll send you a reminder.

How can I pay for my order?
We accept payment by VISA, MasterCard, American Express, Maestro/Switch, VISA Electron or Paypal.

How do I track my order?
If you've created an account you can track your spautopia.co.uk order and view older orders online by logging in using the My Account link or by visiting the homepage and clicking on the Login / register link on the top right of the page.
If you haven't created an account you won't be able to track your orders through the website. If necessary, contact Spautopia for more information about your order.

Can I change or cancel an order once I've placed it?
Orders can be cancelled prior to dispatch free of charge. Orders cancelled after dispatch will be subject to the terms outlined in Spautopia's returns policy for the return of non-faulty goods. Should you wish to change your order, please contact us as soon as possible and provided the order hasn’t been processed or dispatched, we will do our best to make the necessary changes.

Do you sell gift vouchers?
Gift vouchers are now available to purchase online and can be redeemed online by entering your unique gift voucher code in the ‘Use Gift Voucher’ section in your Shopping Cart prior to checkout.

I've got a discount code - how do I redeem it?
If you have a discount code enter the coupon number into the ‘Apply Discount Code' section in your Shopping Cart PRIOR TO Checkout. The value of the discount will automatically be deducted from your order.

If part of my order is out of stock, do I have to pay an extra delivery charge when it's sent to me?
No - if something's out of stock, we won't charge you any extra to deliver it when it comes back into stock.

Do I have to pay for delivery?
We only offer free delivery on orders to the value of £75+ to UK Mainland and Isle of Wight addresses. For the latest details of all our shipping rates, please see our Delivery Information section.

How long do I have to wait for my order to arrive?
It depends where you are and which delivery service you have chosen - for more information please see our Delivery Information section.

Can I specify a day or time for delivery?
If you select Express delivery you can specify when your parcel will be delivered.

Do I have to sign for my parcel?
Courier deliveries may require a signature for delivery (see 'What if I'm out when the courier tries to deliver?' below). Standard UK deliveries under 1kg don’t usually require a signature, unless you have selected a courier delivery option. For successful receipt of your parcel, ensure it can be received or signed for at the delivery address you provide or provide delivery instructions on order as advised below.

What if I'm out when the courier tries to deliver?
For courier delivery services, when you place your order you can provide delivery instructions to leave the parcel in a safe place or with a neighbour. Should your parcel arrive when you are out when no delivery instructions have been received by us, the courier will leave a card to advise you of their visit, which will notify you of the available redelivery options. Should you not respond, the parcel will be held at your local courier depot for two days before being returned to us. If your order is returned to Spautopia HQ, you will be required to pay your appropriate shipping charge again, if a further redelivery attempt is required.

Can I send my parcel to an address other than my home address?
Yes - just put your chosen address details in the 'Delivery Address' section as you checkout.

Can I have different items from the same order delivered to more than one address?
No, you can only have them sent to one address. However, you can always place multiple orders, each with a different delivery address.

Does Spautopia accept and deliver orders from outside the UK?
Yes, we are able to deliver to most overseas destinations, although there are a few exceptions. For an overseas shipping and taxes estimate, select your products then, when viewing the contents of your Shopping Cart, select 'Estimate Shipping & Taxes' and choose your destination from the drop-down menus. Should you wish to proceed with one of the estimates provided, select it and Apply Shipping prior to checkout. Alternatively, please telephone the office on +44 1780 721470 to discuss your requirements.