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Help - Frequently Asked Questions
Please click on a question below. Alternatively, if you can't find the answer to your question go to our contact us page.

• What has changed on the new website?

• Are my credit/debit card details secure when I order on FredAldous.co.uk?

• What is my Username?

• I've forgotten my password, what should I do?

• When will my order be delivered?

• My order hasn't arrived, what should I do?

• What credit or debit cards do you accept?

• Can I pay by cheque or Postal orders?

• I don't want to enter my credit card details online, how can I place an order?

• I'm not sure which product best suits my needs, can you help?

• Do you sell ...?

• Can I Change or Cancel my order?

• Can I return an item I've bought from you?

• What is your privacy policy?

• Do you ship to the USA?

• Which countries do you ship to?

• Will you post your printed catalogue overseas?

• Do you have a minimum order?

• Can I still order a product which is out of stock?

• Can I sort the products on the website? e.g by price, or by 'in stock'

• What is the wishlist?

What has changed on the new website?
Our new website has lots of new features that will help your shopping experience be as smooth as possible.
You now only have to give us your name, address and details once, so that the next time you order from Fred Aldous Ltd the process will be much quicker. You can also view previous orders and see if an item is available immediately or an item is currently out of stock.
These are just a few of the new features available.
Please note if you are using our new website for the first time, (i.e. you haven't ordered on our website since 4th June 2007) then you will need to click on 'New customer' and fill in your details. Don't worry if you have ordered from us before by phone, post, fax or website, we will match the details you gave when registering as a new customer on the website with any details you may have given us previously.
If you have any queries about our new website please ring us on 0161 236 4224 to speak to our helpful customer services department.

Are my credit/debit card details secure when I order on FredAldous.co.uk?
Security is of great importance to us, we aim to provide the highest possible level of security in your transactions. In doing this we use PROTX security services which uses a 128-bit encrypted secure channel to register the transaction. Protx says that it "has been audited and approved by all of the major UK acquiring banks which require Protx to adhere to all APACS standards".
You will notice that once you have gone to page where you enter your credit or debit card details there is a padlock at the bottom of your browser. This shows that this page is now secure using the 128-bit encrypted secure channel.

What is my Username?
Your username is your email address.

I've forgotten my password, what should I do?
Simply click here and enter the email address you registered with and we will send your password to you via that email address.

When will my order be delivered?
This depends on the delivery address you have given us.
If your delivery address was in the UK (Mainland), you should normally receive your order within 5 working days (i.e. Monday to Friday).

If you chose Express Delivery we will do our best to despatch your order on the same or following working day as long as we have received your order before 12 noon. Your parcel will then be despatched on a next day service which will be delivered at any time up to 5.30pm. Please note that this express service is unable to deliver on a Saturday or Sunday, therefore orders placed on a Friday by Express Delivery, before 12 noon, will be delivered on the following Monday.

For orders being delivered overseas please allow up to 28 working days for your order to be delivered.

My order hasn't arrived, what should I do?
Orders delivered within the UK are usually delivered within 5 working days (i.e. Monday to Friday), however:

If it has been between 5 to 10 working days since you ordered you should check your neighbours to see if a parcel has been left with them and check any outhouses, porches where the parcel may have left if it will not fit through your letterbox. Then check with your local sorting office to see if the parcel has been returned there to await collection.

If it has been 14 working days since you ordered Royal mail will now class your order as lost and we are able to send a replacement or give you a refund. Please contact us on 0161 236 4224 or email us at sales@fredaldous.net giving us your order number, name and address. We cannot refund or replace goods until 14 working days have passed from date of despatch.

What credit or debit cards do you accept?
We accept most Credit or Debit cards including Visa, Mastercard, Delta, Switch, Electron, UK Maestro, and American Express.

Can I pay by cheque or Postal orders?
Yes, simply choose to pay by Cheque during the checkout procedure. It will ask you to print your order and post it along with your cheque made payable to 'Fred Aldous Ltd' or with your postal orders.

I don't want to enter my credit card details online, how can I place an order?
If you don't want to enter your credit or debit card details on the website please select to pay by phone. You will then be asked to ring us with your credit or debit card details. We can then process your order.

I'm not sure which product best suits my needs, can you help?
Yes, please ring us on 0161 236 4224 and speak to one of our advisors who will try their best to help you find the right product for your project.

Do you sell ...?
We stock over 25,000 products, our variety and range of craft, art and design materials is immense.
Please ring our helpful advisors on 0161 236 4224 or email us at sales@fredaldous.net to find out if we have that elusive item you're looking for.
If we don't stock what you are looking for we will try to point you to someone who does.

Can I Change or Cancel my order?
Yes no problem, please ring us on 0161 236 4224 as soon after you have placed the order as possible. One of our advisors will be able to help you amend or cancel your order for you.

Can I return an item I've bought from you?
Yes, if you would like to return goods for exchange or refund of the cost of goods then please contact us soon as possible on 0161 236 4224 or email sales@fredaldous.net
If you are sending goods back for a refund or exchange please send them unopened, where possible, in the original packaging along with the invoice number and your name and address. Also please state whether you would like us to exchange, credit your account or refund you for the goods.

What is your privacy policy?
We do not pass on your details to any other companies.
We will only contact you if there is a problem in processing your order or if you have selected to receive our newsletter via our mailing list.

Do you ship to the USA?
I'm afraid we do not ship to the USA or Canada, this is because product liability insurance premiums for shipping to these countries are too high for us at the moment. We apologies for any disappointment this may cause.

Which countries do you ship to?
We are a UK based company but can deliver to the following European countries:
Albania, Andorra, Armenia, Austria, Azerbaijan, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faeroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Holy See, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Moldova (Republic of), Romania, San Marino, Serbia and Montenegro, Slovakia, Slovenia, Spain, Sweden, Switzerland, Macedonia (The Former Yugoslav Republic of), Ukraine, Yugoslavia.
We can also ship to:
Australia, New Zealand and the Falkland Islands (Malvinas).

Will you post your printed catalogue overseas?
We regret we are unable to post catalogues abroad due to the high cost of postage. Please download our pdf or excel versions of the catalogue from the Request Catalogue page.

Do you have a minimum order?
No we don't have a minimum order, you can order as little as you wish, however our minimum postage and packing charge is £2.50.

Can I still order a product which is out of stock?
Yes, you can still order a product even if the website says we do not have stock of an item at present.
Simply add it to your basket and follow the instructions. Choose the option to add the item to your basket and send the complete order when the item comes into stock. We try to have further stocks of an item within approximately 10-14 days. If it's going to be longer than this we will contact you to let you know.
If you would like to check how long an item is going to take to come into stock please ring us on 0161 236 2477.

Can I sort the products on the website? e.g buy price, or by 'in stock'
Yes, when looking at a page full of products simply click on any of the column headings you would like to list them by. So for example if you click on the heading 'Price' it will list the lowest price first, click on 'Price' again and it will list the highest price first.
So if you only wanted to see the items that were in stock, click on the 'Quantity' column heading and it will list all the items available at the top.

What is the wishlist?
The wishlist is a very useful function which can remember your favourite items that you may buy regularily from us. Once you have put your favourite items into the wishlist, next time you shop with us you can select from the wishlist the items you wish to purchase by ticking the relevant boxes in the 'Buy' column. This will then put these items into your basket. It will leave a copy of the item in your wishlist for the next time you shop with us.
You can also put items in the wishlist that you may want to buy at some point in the future but you are not sure you want to buy right now. You do not have to pay for, or purchase the items you put in your wishlist, it's there so that next time you come back to our website you can go to your wishlist to see the products you may wish to buy, saving you the time and trouble of finding them again.

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