How do I contact your customer services?
You can either email us at sales@addict.co.uk anytime or call us on +44(0) 2380 330 344 between the hours of 9:00am - 5:30pm GMT Monday to Friday. If you call on a weekend you can leave a message and someone will get back to you when we next reopen for business. Alternatively you can write to us at Addict Ltd, Unit 2 Muira Industrial Estate, William Street, Southampton, Hants, SO14 5QH, UK.
What is Addict's refunds and returns policy?
You can get a full refund or exchange an item for any reason for an alternative product within 14 days of the original purchase (exceptions can be made for orders outside of the UK). Please email info@addict.co.uk your order number, your name and address, details of the product, reason for return and if you require a refund or an exchange. We will then send you instructions. Items must be returned to us as new with original packaging, tags and in a saleable condition*. Shipping charges for the return of the goods will be paid for by you, we will also charge UK customers a flat rate of £5.50 for P+P and handling (overseas orders will be subject to prices and weight) to get the goods back to you.
For refunds please allow 5 – 10 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.
Saleable condition* - when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. Please also ensure that the environment is free of smoke and any strong odours such as food cooking etc. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
Due to technical processes used, it is imperative that each individual garments’ washing instructions are followed exactly as stated on the care label. Each garment is wash-tested and quality control checked on each production batch prior to leaving the factory. We will not accept returns that have been soiled, torn or damaged due to incorrect washing.
WE REGRET WE CAN ONLY EXCHANGE SALE ITEMS IN THE 14 DAY PERIOD. WE DO NOT OFFER REFUNDS ON SALE ITEMS.
What do I do if I receive a faulty or damaged item?
In the unlikely event that the item is sub standard or we have sent you the wrong product please email info@addict.co.uk your order number, your name and address, details of the product, reason for return and if you require a refund or a replacement. We will then send you instructions.
For refunds please allow 5 – 10 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.
Addict will pay the shipping charges for the return of faulty or incorrect goods. These charges will be refunded to the card the order was initially placed with.
What payment methods does Addict accept?
Addict Ltd can only supply goods that are ordered through the addict.co.uk website or by telephone. All payments including all shipping, handling and packing fees must be made by either credit or debit card. Addict cannot accept any other form of payment such as cheques, postal orders or cash.
Are there other ways to order besides ordering online?
You can call Addict Ltd on +44 (0) 2380 330 344 Monday to Friday between the hours of 9am and 5:30pm London GMT. If you call on a weekend you can leave a message and someone will get back to you when we next reopen for business.
Do you have a size guide?
All our sizes and dimensions can be viewed at this link… Size Guide
Can I get a list of stores that stock Addict near to where I live?
Email info@addict.co.uk stating where you live and one of us will get back to you with information on stores or a contact you can email to find out store locations in specific countries.
Is it safe to use my credit / debit card online at Addict?
To help ensure that your shopping experience is safe, simple and secure, Addict Ltd uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.
SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.
SSL technology makes online purchasing secure, however if you are not happy to place your order online you can call our sales line on +44 (0) 2380 330344 Monday-Friday between 9:30 and 5:30pm (GMT).
Does Addict deliver to Post Office boxes?
Addict regularly delivers to PO boxes around the world. However, we reserve the right to ask for further identification at our discretion. If this is not provided then we will not dispatch an order until this criteria has been fulfilled.
How will I know you received my order?
Addict will send you a confirmation email acknowledging receipt of your order.
Addict Ltd aims to provide a next day delivery service for all orders in the UK and within 10 working days of the dispatch date for Europe and the rest of the world. We only dispatch orders from Monday to Friday (excluding all UK bank holidays).
How quickly will my order arrive?
All UK orders for items held in stock placed before 9:00am are dispatched on the same day. We dispatch all our orders by either Recorded First Class Royal Mail or Business Post depending on weight. European and International orders are shipped via either Royal Mail International or FedEx and take between 7-10 working days. However, there may be circumstances beyond Addict’s control which cause delay and Addict cannot be held responsible for any delays caused by Royal Mail, Business Post or FedEx.
Unfortunately we are unable to offer a Saturday delivery. UK orders placed after 9am on a Thursday will be processed and dispatched on the Friday. In some circumstances Royal Mail will deliver these items on the Saturday, but this remains at the control of the postal service.
During Christmas the Addict office will normally be closed. Please make sure you check the news section on the homepage for information on office opening times, web order processing and delivery dates before you place an order. Addict cannot accept responsibility for customers who expect but don't recieve their orders during these times.
My order has not arrived what should I do?
You can either email us at info@addict.co.uk anytime or call us on +44(0) 2380 330 344 between the hours of 9:00am - 5:30pm GMT Monday to Friday. If you call on a weekend you can leave a message and someone will get back to you when we next reopen for business. Please state your name, postcode and order ID. We will get back to you asap with a tracking code.
Very occasionally, packages do get lost in transit. If this happens and the error can be traced to us we will replace your order at no charge to you. However, if your package has been delivered to and signed for at the specified delivery address, Addict cannot be held responsible and will not replace the items.
How much do you charge for shipping?
Delivery within the UK is free for all fully priced Addict products. Delivery charges will apply for toys, books and spraypaint and all Addict sale items and is dependent on the weight of the products ordered.
For Overseas and European orders delivery charges apply to ALL items including clothing sold on the website. Shipping charges are dependent upon type of delivery service (FedEx or Royal Mail), weight and location. Once you have selected your purchases, delivery charges are automatically calculated and displayed on the checkout page.
Please note: Free delivery only applies on orders to the United Kingdom containing full price items. FREE DELIVERY IS NOT APPLICABLE TO SALE ITEMS. PACKAGING AND DELIVERY FOR SALE ITEMS WILL BE CALCULATED AT THE CHECKOUT AND MAY NOT ALWAYS BE INDICATIVE OF THE POSTAL MARK.
Is my package insured?
Not as standard but this can be arranged as an optional extra and at an additional cost to you.
Can I get free stickers?
We try and include free stickers with all orders that we send out, but we don’t always have them in stock. If you would like to receive more Addict stickers, just send us a self-addressed stamped envelope to Addict at Unit 2, Muira Industrial Estate, William Street, Southampton, Hants, SO14 5QH, U.K and we'll send you some more.
Will there be any additional Duties / Taxes payable on my order?
For overseas customers in Europe and the rest of the world the VAT will be deducted accordingly at the checkout. Any import duty, customs and local taxes incurred will be paid for by the customer in full. Addict Ltd will always mark orders for overseas true to the content and price of what is in the package, Addict Ltd will not falsify or provide misleading information in order for the customer to avoid paying any import duty, customs and / or local taxes.
Is my personal information kept private?
All the information you provide to Addict including your email address, delivery address and credit card details are strictly private and confidential. Addict acknowledges that it is bound by the Data Protection Act 1998 and that it will not disclose your details to any third party without your express written consent. As a matter of good practice, we do not share any personal information with anyone and we do not sell it to others.
How do I convert GBP Sterling into another currency?
All currency conversions can be performed free of charge here at XE
