FAQS

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FAQS

CONTENTS

How do I create a Precis account?
You can create a Precis account by clicking the Register link at the top of the page. You will be asked to provide your name, email address and a password which must be at least eight characters in length.

You can also register for an account after you’ve placed an order on our website. When you reach the order confirmation page you simply need to create a password and your account will be created.
 

What are the benefits of setting up an account"?
Anyone who creates an account will enjoy a faster, more convenient shopping experience.
Creating an account will allow you to:

- Enjoy a quicker, easier checkout and shopping experience
- Review past orders and your order history and track recently placed orders
- Save as many addresses as you wish and select them at checkout
- Save items to your wish list as you browse our site and then email this list to your friends and family
 

How can I change my sign in details?
You can change or update your sign in details at any time. If you want to use a different email address or change your password, sign in to your account to view your My Account dashboard. Click the Account Details link to update your sign in details.
 

I can't log into my account, can you help?
We’re always here to help. Please give Customer Services a call on 0292 010 1432.
 

Do I need to register for an account to shop?
No, it is not necessary to register. Shopping as a guest is quick, easy and secure. If you do register with us, it simply helps us to make the ordering process even quicker and allows you to keep track of your orders online.
 

By registering, will I automatically receive marketing emails from you?
No, not unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time by clicking the Unsubscribe Me link included in all emails we send.
 

Can I unsubscribe from your newsletter?
If you decide that you no longer want to receive our email newsletter, you can unsubscribe at any time. Simply click on the unsubscribe link that appears at the bottom of all our email newsletters.
 

Will you pass my details on to any other companies?
We will use information you give to us in accordance with our Privacy Policy.
 

How do I add or change an address?
Sign into your account, go to the Address Book section and click the Add Address link to add a new address. Once an address has been created click the Edit link to amend the address or Delete link to permanently remove it from your address book.
 

How do I contact you?
We have a customer services team based in North East England ready to help you with any question you may have about our products, service or how to use this website.

You can contact them by phone, email or post:
 

By telephone:
0292 010 1432
Monday – Saturday 9.00am – 5.30pm
Sunday and selected Bank Holidays 11.00am - 5.00pm

Calls are charged at a national landline rate;
Calls from other service providers may differ and mobiles may differ. 

By email:
For all Customer Services related enquiries: customer.services@puzzle-stores.com

By post:
Customer Services Department,
Puzzle Retail Stores Ltd
Webber Pavilion,
Seaham Grange Industrial Estate,
Seaham,
County Durham,
SR7 0PZ
United Kingdom  

I have a business enquiry, how do I contact you?
Please call our Customer Services on 0292 010 1432.
 

What do you do with my personal details and are they secure?
We know how important it is to securely store any information that you provide. We maintain the highest levels of security at all times. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

Any personal information you supply us with will only be used to:

- Process your order
- Improve our service
- Offer you more relevant content and offers

For further information regarding Precis Petite Privacy, please read our Privacy Policy.
 

How do I place an order?
If you see an item that you wish to buy, simply select your size and click "Add To Bag". The item will then appear in your shopping bag. Once you’re ready to check out, click on your bag and follow the instructions. You can then enter payment and shipping details.

You can also order on the phone through our Customer Services, by ringing 0292 010 1432. They can also help with an issues you may have trying to order and answer any questions about our products and service.
 

Where can I find information about sizing?
Please view our Size Guide section for detailed size and fit information. If would prefer to talk to someone in person, then please phone our Customer Services on 0292 010 1432 and they can advise on size and fit information for all brands available.
 

How do I pay for my order?
We accept online payment in a secure environment by credit card. We currently accept Visa Credit, Visa Debit, MasterCard, Electron and Maestro.
 

Can I amend my order once it has been placed?
Unfortunately once you have placed your order it is not possible to change it. You will need to cancel your original order and place a new one.

Once you have received a confirmation for an order, it is not possible for you to change or amend your order until you receive your items. You can then return any items within 30 days. Please consult our Returns section for further details.
 

How do I use a promotional code when ordering?
If you have a promotional code, please enter it in the promotional code box in your shopping bag when you come to checkout and this will be applied when you pay. Only one code can be used per order and it can’t be used in conjunction with any other promotion or discount.
 

Can I talk to someone before I place my order?
Simply call our Customer Services on 0292 010 1432, and the team will be able to advise you on any questions you may have. Please note this line is open Monday - Saturday 9.00am - 5.30pm and Sundays and selected Bank Holidays 11.00am - 5.00pm.
 

Can I use gift vouchers I have received in store or at an event online?
You cannot use a gift voucher from a store or event, unless the voucher specifies an online promotional code that can redeemed on our website.
 

How much does delivery cost?

UK Standard Delivery - £3.95
Up to 3-5 working days. Please note working days do not include weekends or Bank Holidays. Post code exclusions apply.

CollectPlus Next Day Delivery - £3.99
We now offer next-day delivery via CollectPlus to over 7000 locations for just £3.99. You can choose any CollectPlus location when ordering via Click & Collect in the checkout. CollectPlus orders will need to be collected within 10 days of receiving notification of delivery. Post code exclusions apply.

1. How do I select to have my order delivered to a CollectPlus collection point?
When placing your order you will be able to choose CollectPlus as a delivery option on the Delivery Options page before you get to the Payment page of checkout.
2. Why is CollectPlus not available for my current order?
Unfortunately some items can’t be sent to a CollectPlus collection point. This is probably because the item you wish to purchase is either too large or too heavy for this delivery method.
Please note that this service is only available for suitable items being shipped to customers in the UK.
3. How many CollectPlus collection points are there?
CollectPlus has thousands of stores throughout the UK and Northern Ireland. These could be your local Co-Op, McColls, Budgens or Spar, as well as many independently owned convenience stores and newsagents and petrol stations. Unfortunately there are no collection points in the Channel Islands or at BFPO locations at the moment.
4. Where is my nearest CollectPlus collection point?
During checkout, when you select CollectPlus as your delivery method, you will also be able to select your nearest collection point. Alternatively the CollectPlus website offers a postcode or location search. Click here to find your nearest collection point.
5. When are CollectPlus collection points open?
Nearly all CollectPlus stores are open early ‘til late, 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.
6. How long will it take for my order to arrive at my chosen CollectPlus collection point?
Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen collection point. You will receive confirmation from CollectPlus via email and/or SMS once your parcel is available for collection. This will include your unique collection code. Parcels are delivered to CollectPlus collection points Monday to Saturday. A specific time for arrival cannot be given, please wait for your arrival notification from CollectPlus.
7. What do I need to take when I collect my parcel?
Please take your CollectPlus collection code and proof of ID with you when you go to the collection point to collect your parcel.
8. When making a collection, what ID is accepted?
CollectPlus collection points accept the following forms of ID:
• Driving licence
• Utility bill
• Mobile phone bill
• Wage slip
• Bank statement
• Cheque guarantee/credit/debit card
• Bank/building society book
• Passport
• Cheque book
9. What should I do if I lose my collection code from CollectPlus?
If you have lost the collection code sent to you by CollectPlus via email or SMS then please click here to visit the ‘Help & Advice’ section on the CollectPlus website and follow the instructions on ‘How do I get the collection code to collect my parcel?’
10. What should I do if I don’t receive my collection code from CollectPlus?
If you haven’t received an email or SMS from CollectPlus with your collection code and the parcel’s estimated date of arrival has passed, then please click here to visit the ‘Help & Advice’ section on the CollectPlus website and follow the instructions on ‘How do I get the collection code to collect my parcel?’ If you still need help then please contact the CollectPlus Customer Service team on 01923 601616 or 0845 270 9888 and they will be able to help you. (Please note that calls to the 0845 number cost 1p per minute from a landline and between 20p – 40p per minute from mobiles, calls to the 01923 number will be charged at your standard rate).
11. Can someone else collect my order on my behalf?
Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.
12. What if my order includes back-order items?
Your order will be split in two. Your in-stock items will be processed as usual for collection at your nominated CollectPlus collection point. Your back-order items will be processed and sent once they arrive in our warehouse. In this instance you will receive two notifications of delivery from CollectPlus and two barcodes, so do make sure that when you are collecting your back-order item that you take the correct collection barcode with you.
13. How long will I have to collect my parcel?
Your parcel will be held at by CollectPlus at their collection point for 10 days before being returned to us. You will receive reminders from CollectPlus after 3 days and 7 days of the parcel arriving at the collection point if you haven’t already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued. You may still be charged for the CollectPlus delivery cost.
14. What should I do if my parcel isn't available when I arrive at the CollectPlus collection point?
Please contact us and we will look into it.
15. Once my order has been despatched, can I track it?
Yes, CollectPlus provides a tracking service which allows you to see where you parcel is. CollectPlus will also provide SMS updates if a mobile number has been provided.
16. What should I do if I don’t want my order anymore?
If, your order has already been processed, please do not collect the parcel from the CollectPlus collection point. Any uncollected orders will be returned to us after 10 days and a refund will be issued. You may still be charged for the CollectPlus delivery cost.
17. What if I want to return an item I have collected from a CollectPlus collection point?
If, when you pick up your parcel, you decide that you don’t want all or part of the order, or an incorrect item has been sent, please follow our normal returns process.

UK Next Day Express - £5.95
For next day delivery orders must be placed before 3pm Monday - Friday. Orders placed after 3pm on Friday will not be despatched until Monday. Post code exclusions apply.

Delivery to Countries outside of UK
Europe Zone 1 - £12.00
(Belgium, Germany, France, Ireland, Netherlands)
Up to 5 working days. Please note working days do not include weekends or Bank Holidays. Post code exclusions apply.

Switzerland, Greece, Finland and Slovakia - £16.00
Up to 10 working days. Orders may be subject to Customs & Excise delays. Please note working days do not include weekends or Bank Holidays.

Europe Zone 2 - £16.00
(Austria, Denmark, Spain, Czech Republic, Italy, Monaco, Sweden)
Up to 5 working days. Please note working days do not include weekends or Bank Holidays.

Rest of the World Zone 3 - £20.00
(Australia, Canada, Hong Kong, Japan, Singapore, United Arab Emirates, United States of America)
Up to 5 working days. Orders may be subject to Customs & Excise delays, please note working days do not include weekends or Bank Holidays.

New Zealand - £20.00
Up to 10 working days. Orders may be subject to Customs & Excise delays. Please note working days do not include weekends or Bank Holidays.

 

Can you deliver to a different address other than my billing address?
Absolutely! If you prefer to have order sent to your work address or if you’re gift shopping/buying on behalf of someone else, simply enter these delivery details during checkout.

Unfortunately we are not able at this time to deliver orders to stores for collection.
 

How long will my order take to be delivered?
Stock permitting, all orders placed online are usually dispatched to arrive with UK customers within five working days from when the order was placed. Please note that during sales and promotion periods, delivery may take slightly longer due to increased demand.
 

Which courier company do you use?
Our main courier is Yodel in the UK. We occasionally use other reputable courier services when necessary.
 

What happens if I am not in to receive my order?
Our courier will pre-advise you of your delivery details via SMS and/or email with a link to their website. If the date is not convenient, there are alternative options you may select to customise your delivery. If delivery is attempted and no-one is in, a card will be left with a number and address to rearrange delivery..
 

Can I track my order?
Yes, you can track your order. Once we’ve dispatched your order from our warehouse, you will receive a confirmation email which includes a tracking number and link where you can track the progress of your order.
 

My order hasn’t arrived, what do I do?
If you have not received your items within seven days of receiving your confirmation of dispatch email, please contact our Customer Services on 0292 010 1432 (Monday - Saturday 9.00am - 5.30pm and Sunday 11.00am - 5.00pm) and we will investigate the matter for you. Alternatively, use the tracking number given with your order to track the parcel.
 

My order contains the wrong items, what do I do?
If you have received the wrong items in your order, please contact our Customer Services on 0292 010 1432 (Monday - Saturday 9.00am - 5.30pm and Sunday 11.00am - 5.00pm).
 

What if you’ve not sent me some of the items I ordered?
If we are unable to fulfil your order due to items being out of stock in our warehouse, then we will notify you by email and you won’t be charged for the items. If we have some of the items in stock, then we will send all available items to you and detail this in your confirmation email. If you have any questions about your order, please ring Customer Services on 0292 010 1432.
 

Do you deliver to stores for collection?
At the moment, we do not offer delivery to stores. But we do offer a Collect+ service, see the delivery section of our website.

 

What is your returns policy?
For details on our returns policy please refer to the Returns section of our website.
 

IS IT FREE TO RETURN ITEMS?
We currently offer free returns for UK orders, via Royal Mail.

In order to return your items to us free:

  • simply package your items in their original packaging,
  • attach the returns label,
  • simply visit your local Post Office, please retain proof of postage.

 

Please note, if you choose to return goods to us in any other way (for example through Yodel or Collect+), we will not be able to refund the cost to you of doing so.
 

How do I return a product and get a refund?
We are happy to refund purchases. If you have changed your mind about your order, you may return the item(s) to us within 30 days of receipt. We will offer a refund provided you return the unused and undamaged products to us in their original packaging. Please include the returns slip which was sent in your original delivery.

To return the items to us, complete the bottom section of the returns slip (which comes with your order) and clearly mark that you would like a refund. Pack the items back in the parcel along with the slip, attach the address label and take to a Post Office. The parcel remains your responsibility until it reaches us. Customers will receive an email confirming receipt of their parcel once it has been accepted back into our warehouse. All returned orders must include any free or promotional products that were sent as part of the order.

Please take time to read our garment care information provided with your order, as we cannot accept items for a refund or exchange if they have been damaged in the wash. Jewellery, swimwear and hosiery items cannot be returned unless faulty.
 

Do you offer exchanges?
Unfortunately we do not offer exchanges on items bought online. Please return the items following the instructions above and we will offer a refund.
 

Can I return an online order to a store or concession?
We regret that products purchased through this site cannot be returned to stores. You can return items online using the returns slip with your original delivery. Please follow the instructions above.
 

What if the item I ordered is faulty?
If you received a faulty item, you should return the item to us for a full refund of the price paid and return postage charges. This will be refunded to the payment card following receipt of the returned item. Please see Returns for details on how to return your order.
 

When will I receive my refund?
Please allow up to 10 days from when you returned your order to process your refund. After the order has been processed, please allow another 5-10 days for the refund to be credited to your bank account. If you still haven’t received your refund, please email Customer Services or call 0292 010 1432.
 

Can I obtain a refund on sale items?
You can obtain a refund on sale items as long as you return the goods within 30 days of delivery.
 

Can I cancel my order?
You can cancel your order within 14 working days starting from the day after you receive your order. If you wish to cancel your order after it has been dispatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 14 working days after the day on which you receive your order. Please contact us either by emailing customer.services@puzzle-stores.com or sending a letter to:

Customer Services Department,
Puzzle Retail Stores Ltd
Webber Pavilion,
Seaham Grange Industrial Estate,
Seaham,
County Durham.
SR7 0PZ.

Make sure you quote your order number in all such correspondence. If the order has been dispatched to you prior to cancellation, you have a legal obligation to keep the products in your possession and to take reasonable care of these products while they are in your possession.

Do you have an online loyalty scheme?
At the moment, we don’t offer a loyalty scheme. Please sign up to our email newsletter for news, updates and special offers.
 

What is Puzzle Retail Stores Brands?
With a long established history in quality fashion, Puzzle Retail Stores Ltd. has become one of the leading British fashion houses and the UK’s largest womenswear concession retailer. The collection of Elegant British Brands are aimed at the mature woman’s market, and have become synonymous with expert tailoring, quality fabrics and elegant style to ensure women feel confidently dressed.

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