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FAQs - Customer Services

FAQs

Please contact us if you need anymore information

Frequently Asked Questions

We have answered your most frequently asked questions here but please feel free to contact us at any stage for any information you require.

Q. Do I have to order online?
- If you prefer, you can order in any of the following ways:
- By email: sales@mapsonline.co.uk
  By post: UK customers should print out the 'basket page' and send a cheque for the relevant amount - delivery costs are calculated at this stage. Send your order with cheque to:
  
  MapsOnline
  Unit 7, Callywith Gate Industrial Estate,
  Launceston Road
  Bodmin
  Cornwall
  PL31 2RQ
Q. Problems with your online order?
- If you have received any part of your order either damaged, in poor condition, or incorrect to what was ordered on our website, please email aftersales@mapsonline.co.uk with ‘urgent’ in the subject and stating your order number.
- We will endeavour to replace your order with brand new goods immediately, exchange for a different item, or issue a full refund as applicable.
Q. What do I do if my order fails to arrive?
- If your order fails to arrive, please check the Order Status first under view order history. If it is obvious that it has been sent, but has taken longer to arrive than you think it should have done, please e-mail us on aftersales@mapsonline.co.uk. Please include your name as well as Order ID. We will then endeavor to trace its whereabouts as quickly as possible.
Q. I returned an item - has it arrived yet?
- Our returns are normally processed within a day of receiving them. You will be contacted by email straightaway, either confirming a refund, notifying you that an exchanged item has been despatched or that a faulty item has been returned to the manufacturer.
- If you have not heard from us within 2-3 working days of your expected delivery date of the item back into our warehouse, please contact us or chase the delivery up with your courier (if you have used one).
Q. Can I choose when during the day my parcel will be delivered?
- At present we can only narrow a delivery down to a particular day (selecting our Next Working Day delivery). Deliveries are normally made between 8am and 5pm and more often than not happen in the morning. If you request a delivery time in your special instructions when ordering online, then the courier may be able to help out, but will not always be able to accommodate your request.
- We strongly recommend choosing a delivery address where someone is always there who can sign for the goods, e.g. work address, or friend or relative if you are out during the day.
- If you are out when the delivery is attempted, then the courier may attempt to leave it with a neighbour. Alternatively they will leave a card with their contact details so you will be able to rearrange the delivery. (Please note this may mean extra charges are incurred if the address needs to be different).
Q. Can I order from a country not listed on your website?
- Please contact us by email sales@mapsonline.co.uk with your request.
Q. What happens if I miss the couriers when they deliver?
- If possible, our courier will attempt to deliver to a neighbour if you are not in, and leave you a card to inform you of this. Alternatively they will leave you a card and return the parcel to the local depot. The card will have their contact number which will enable you to rearrange delivery.
- We strongly recommend however using a delivery address where there will be someone there to sign for the goods, such as a work address, friend or relative. By doing this you can ensure that you receive your order with minimal fuss and maximum speed.
Q. I've made an error on my order - how do I change it?
- Provided we have not yet processed your order, it can be changed if need be. Please e-mail aftersales@mapsonline.co.uk immediately with full details of the changes that need to be done and we will action this if it is not too late. Don't panic however, our returns policy allows goods to be returned (provided they are unused and in their original packaging) for up to 28 days after the order is placed for a full refund or exchange if you need to.
Q. How do I cancel my order?
- Provided we have not yet processed your order, it can be changed if need be. Please e-mail aftersales@mapsonline.co.uk immediately with full details of the changes that need to be done and we will action this if it is not too late. Don't panic however, our returns policy allows goods to be returned (provided they are unused and in their original packaging) for up to 28 days after the order is placed for a full refund or exchange if you need to.
Q. How secure is my online purchase with you?
- Ordering from mapsonline online is both safe and secure. We use the latest encryption technology to make sure that any information that you give us (such as credit card details or contact details) can only be read by us. None of the information that you give us can be read as it travels over the Internet.
- Furthermore, we are required to follow the UK Data Protection Acts of 1984 and 1998, which demand strict security procedures in the storage and disclosure of information that you have given us.
Q. What about my privacy?
- Mapsonline assures your privacy and confidentiality at all times when using our site. We only gather information that helps to process online orders more smoothly. We want your shopping experience to be as engaging as possible, so we may occasionally use individual information to personalise the website. However, we promise never to sell or pass on your data on to a third party.
- We do need to collect your email address so that we can contact you about the progress of your order. But that does not mean that we will use it to send you newsletters and promotional items that you have not specifically asked for.