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Here’s where you’ll find answers to the questions we’re most frequently asked.
My order and shopping online
How do I shop online?
It’s actually really simple. For a step-by-step guide, visit our Shopping online page.
Is it safe to shop online?
You can rest assured that shopping online with Principles is totally safe. Without getting too technical, we use state-of-the-art security systems to encrypt your payment details, making it impossible for them to be read over the Internet.
For full details, see our Privacy Statement.
How do you keep my personal information secure?
We take your security very seriously and do everything in our power to protect it. You’ll find full details in our Privacy Statement.
How does the shopping basket work?
When you want to buy something from the website, the first step is to add it to your shopping basket by clicking ‘Buy it’ (don’t worry, you can change your mind later if you want to!)
To view the contents of your basket while shopping, simply click on ‘Shopping basket’ at any time. Details shown will include product description, reference code, size, price and quantity.
You can change any of these details before actually placing your order. For instance, if you decide not to buy an item after all, simply click on ‘delete item’ to remove it from your basket.
When you’ve finished shopping, double-check the contents of your basket one last time, then click on ‘Checkout’ to go to the secure payment area.
How do I use a promotional code?
Simply enter your code when prompted at the checkout stage, and the total cost of your order will automatically be updated (please note, P&P charges are not included in promotions).
What do I do if I’m having problems using a promotional code?
First, check to see if the expiry date has passed. If it hasn’t, just call our customer services team on 0870 122 8802 or email help@principles.co.uk.
Can I make changes to my order?
Because we start to process your order as soon as we can after we receive it, unfortunately we cannot cancel or change your order after it has been placed. If you change your mind you may return any goods to us free of charge for a full refund. We will refund the payment card the price paid for the item on receipt of the returned items.
How long will it take to receive my order?
Providing all items are in stock and you’ve placed your order before 12pm on a weekday, it will arrive within two working days.
Deliveries to Northern Ireland, Republic of Ireland, Scilly Isles, Channel Islands and some Scottish islands may take a day longer – see our Delivery page for full details.
The item I want is showing as ‘out of stock’. Will you be getting any more?
Unfortunately it is unlikely we'll get anymore stock in, we usually only get one delivery of our collections.
What if an item goes out of stock after I’ve ordered it?
We do our best to keep stock levels topped up, but very occasionally items shown as being available might not be. If this happens, we'll let you know via your order despatch e mail. Don't worry, you will not be charged for that item and we will ship any remaining items that you have ordered. If on receiving the remaining items you decide that you do not wish to keep them then you may return them to us for a full refund. We will refund the payment card the price paid on receipt of the returned items.
Where do I find something I’ve seen in a Principles advert?
If you have seen something in a magazine you want to buy, and cannot find it on our website (don't forget our advanced search facility) then contact our customer services department who'll be able to help on 0870 122 8802 or e mail help@principles.co.uk.
How do I find out where my order is?
Once you’ve received an email confirming despatch of your order, you can track its progress at Interlink or through the link on your despatch email.
Can I cancel my order?
Sorry, we can’t accept cancellations, but we will refund you in full (including P&P) if you return your order within seven days.
How do I change my account details?
Simply log in using your username and password, then you’ll be able to update all your details for any future orders.
I’ve forgotten my password. How do I find out what it is?
Just click on the ‘Forgotten your password?’ button on the account log-in page and we’ll email it to you.
I’ve placed an order but not received a confirmation email. Does this mean my order hasn’t gone through?
You should receive your order confirmation email within 24 hours, so if it’s been longer please call our customer services team on 0870 122 8802 or email help@principles.co.uk - remembering to include your order number.
I’ve received the wrong item in my order. What should I do?
In the unlikely event of this happening, simply return the item free of charge. You’ll find instructions on the returns note included with your order.
Alternatively you can call into your local store for a full refund/exchange – just remember to take your despatch note along as proof of receipt.
What should I do if an item I’ve received is faulty?
While we try our best to make sure everything is of the highest quality, this does happen very occasionally.
For a full refund, just return the item free of charge, following the instructions on the despatch note included with your order. Or call into your local store for a refund/exchange, taking your despatch note as proof of receipt.
If I'm ordering from Jersey or outside the UK can I claim my VAT back?
As you are purchasing goods from the UK, we are legally obliged to charge you VAT.
VAT is calculated from the place items are purchased from, not where they are being delivered to. This also means that unfortunately you will also be unable to claim this cost back.
Do you handle corporate orders?
To discuss placing a corporate order, please call our customer services team on 0870 122 8802 – they’ll be more than happy to help.
Delivery
What delivery options do you offer?
We currently offer a three working days delivery service for orders placed before 12pm Monday to Friday. Deliveries to Northern Ireland, Republic of Ireland, Scilly Isles, Channel Islands and some Scottish islands may take a little longer.
During sale periods deliveries may take a day or so longer, please bear with us while we get your order out to you as soon as possible.
Do you offer a next day delivery service?
Not yet, but we’ll be launching one very soon and will let you know via the website when we do.
Do I pay a delivery cost for each item?
No, you just pay one charge for the whole order, regardless of how many items it contains:
UK £3.95
Eire €5.95
Can I nominate a day or time for my delivery?
Not at the moment, but we’ll be introducing more delivery options very soon so you will be able to in future. Keep a look out for details on the website.
What if I’m at work when the courier tries to deliver?
Before your order is due to be delivered our courier company will send you a text to let you know the anticipated day of delivery, so that you can arrange to be at home to receive your order.
If you’re not at home when the courier delivers, they will leave a card. Simply call the number on the card to reschedule your delivery for a convenient time.
Do I have to take returns to the post office?
You can either return items via the post office or by calling into your local store, using your despatch note as proof of receipt – see our Returns page for full details.
Do I have to pay for the postage for returns?
No, returns are free. Simply use the returns address sticker enclosed with your parcel.
Do you deliver overseas?
Sorry, we currently deliver to UK and Eire addresses only.
Do you deliver to BFPO?
Sorry, we currently deliver to UK and Eire addresses only.
Returns
How do I return an item I’ve ordered online?
Either use our FREEPOST option, or take the item back to your local store, using your despatch note as proof of receipt.
Remember, all orders need to be returned within 28 days of receipt (14 days for sale items) – see our Returns page for full details.
What is your returns policy?
You’ll find full details on our Returns page.
Once I’ve returned an item, when do I get my refund?
We’ll email you to confirm as soon as we receive your returned order. Within 14 days, the refund will then be made to the card you used when paying for the order.
Do I have to pay for the postage for returns?
No, returns are free. Simply use the returns address sticker enclosed with your parcel for free return.
I want to return my order but can’t find a returns label in my parcel. What address should I return it to?
Our returns address is:
Principles
PO Box 1243
Ridgmont
BEDFORD
MK43 0WT
Order payment
How can I pay for my order?
With any of the following credit/debit cards:
Principles Privilege card, American Express, Mastercard, JCB, Electron, VISA Delta, Solo, Maestro and Switch.
Am I charged for items as soon as I order them?
No, we won’t only charge you until your order is despatched.
What is a credit card security number?
The security number is the last 3 digits on the signature strip on the back of your card.
Careers
I’m interested in working for Principles. Who should I contact?
For contact details and much more, see our Careers section.
How do I apply for a job I’ve seen online?
To apply for any of the positions listed on our website, just send your CV with a covering letter to:
Principles HR
Principles Retail Ltd
19-22 Rathbone Place
London W1T 1HY
Or e-mail your CV and letter to vacancy@principles.co.uk.
To find out more about Sales Adviser opportunities, call into your local store.
When will I hear back from you about a job I’ve applied for online?
All applications are forwarded to the relevant manager, who will get in touch with you directly. If you haven’t heard anything within 28 days, unfortunately we won’t be taking your application further – but we will keep your details on file for future reference.
Other
How do I contact Principles?
Simply call 0870 122 8802 or e mail help@principles.co.uk.
How can I unsubscribe from your mailing list?
Just click here and follow the simple instructions and we’ll unsubscribe you straight away.
