How will I know that you`ve received my order?
After your order has passed through our security checks we will send you a confirmation email detailing the exact order received.
How will I know if the order has been sent?
The details of your order will be sent to our warehouse. Once they`ve packaged your order and sent it out, we`ll send you another email to let you know that it`s on its way. The timing of this email will depend on the delivery option you`ve chosen.
How do I track the delivery of my order?
Once your order has left our warehouse, you can track its progress online. Simply click on `My Account` in the top menu bar and you will be asked for your email address and the password you set up when ordering. Once you`ve entered these, you`ll see a list of your current orders. If the order has been despatched, you`ll see an order tracking number alongside it. Use this tracking number to find out how your order is progressing. You`ll see a status against your order to tell you what has happened to it. The status will be one of the following
Pending: We have the order but haven`t started to process it. You can cancel the order when this status is shown.
Processing: We are processing your order. Your order might be at any point between us sending the order to the warehouse and the warehouse being ready to despatch it.
Despatched: We have despatched your order. You`ll receive an email confirming this and giving you a tracking number.
Cancelled: Your order has been cancelled by either you or us. Feel free to send us an email if do not know the reason already.
How do I get an invoice or VAT receipt?
You can obtain a VAT receipt by clicking on `My Account` which will take you through to a list of all the orders you have placed. Simply click on the order number in question and you will be taken to a screen that shows the option to `View Receipt`. Click on `View Receipt` and you will be able to view and print (if appropriate). This invoice also acts as a VAT receipt. If you have any difficulties please contact our Customer Service team who will be happy to assist you.
Order acceptance policy
Order acceptance and the completion of the contract between you and us will take place on the despatch of the Products ordered to you unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions.
Non-acceptance of an order may be a result of one of the following:
- The product you ordered being unavailable from stock
- Our inability to obtain authorisation for your payment
- The identification of a pricing or product description error
- You not meeting the eligibility to order criteria set out in the main Terms & Conditions
- If there are any problems with your order, you will be contacted by our Customer Services Representatives.
We reserve the right to reject any offer to purchase by you at any time.
Why do you store my details?
We ask for a small amount of information such as your name and address and store it in `My Account` so the next time you return, we can speed up the time it takes you to complete your purchase. It also allows you to track your order`s progress.
Is storing my details safe?
We realise how important it is to securely store any information that you provide and as a result, Scalesexpress.com maintains the highest level of security. Any personal information (including payment card details) provided to us will be encrypted to maintain the privacy of your details using high level SSL encryption technology, the most advanced security software currently available for online transactions.
What if I forget my password?
If you forget your password access `My Account` and click on `Forgotten Password`. We will send out a new password to the email address originally provided by you when you set up the account. If you have changed email adress please contact our Customer Services staff on 0870 010 8507.
Can I change my personal details?
If you wish to change your personal details simply click on `My Account` in the top menu bar and enter your email address and password. You`ll then be able to change the details that you originally gave.
If you`ve changed your email address, then go into `My Account` using the email address you originally gave us, and then change it to your new one.
Using the search function
If you already know what you want to purchase, you can go straight to the product by using Search. You can type in the product name, or the product code if you know it. Or you may wish simply to browse by using Search.
Try to find a balance between being too broad or too narrow with your search request. e.g. bathroom scaleswill return many results – glass bathroom scales will return fewer.
Refine your search if you have too many results – these can be sorted alphabetically or by price. Simply click on the ‘sort alphabetically’ or ‘sort by price’ link.
Check your spelling.
How can I pay for an order?
We offer various ways for you to pay for your order. You can do so, using any of the following:
Is it safe to give my credit/debit card details online?
Yes. We realise how important it is to store any information that you provide securely. Scalesexpress.com maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privace and security of your payment and personal details very seriously. You can tell whether a page is secure as `https` will replace the `http` at the front of the www.johnlewis.com in your browser address window. A small locked padlock will also appear in the bottom bar of your browser window.