Many frequently asked
questions are answered below. If you cannot find an answer to
your query, please contact us.
For more information about regular collections from The
Westminster Collection, please click here.
Are my personal payment
card details secure?
Security of both your credit card and personal details
are very important to us and have been carefully considered in the
development of the westminstercollection.com site. All customer
registrations and orders placed through our on-line catalogue are
handled using 'Secure Socket Layers' and 128-bit encryption. [back]
Can you provide next day
We do provide a next day delivery service for an extra
charge of £3.50. Please contact the Customer Service Team directly
on 0333 00 32 777 and we will
arrange this for you. Please note, the item must be in stock which
can be checked on the website. Also if the request is received
after 2pm we cannot guarantee the delivery will go out that day. [back]
How can I view my account
All registered online customers can view their statement
on the Statement
Page. You will also have the option to print out your
How do I know if my item
has been despatched?
Please look at your Order History,
which will detail any products that are either on order, despatched
or previously received. [back]
How do I return a
If there is any problem with your delivery or if you
simply do not require it, you are fully covered by our 30 Day Money
Back Guarantee. For full details on how to return a delivery,
please visit our Guarantee of
Satisfaction page. [back]
How do the EasyPay
For your convenience, payment for our more
expensive items is offered in a number of conveniently spaced and
equal interest free instalments. The details for each product are
shown alongside the price.
Your credit card will be charged an initial payment prior to
despatch of the item and for the remaining balance in equal
interest free instalments at regular intervals after that. Unless
stated otherwise, those intervals will be monthly. Any postage and
packing will be charged on despatch of the goods and should you
prefer to pay the remaining balance in one go you can contact us or
see the details included with delivery of your order. The
amounts to pay at the point of despatch and to pay later will be
shown in your basket page as you confirm your order.
If you prefer to pay in full for an item and not take advantage
of our interest-free instalments then simply uncheck the instalment
box in your basket.
We regret that we are unable to offer instalments to customers
outside the UK. Should you not want to use the same credit
card for the remaining instalment payments after we have despatched
your delivery, please contact our Customer Service department on 0333 00 32 777. [back]
How long will it take to
receive my order?
We aim to turn all deliveries around within 7 days.
However, occasionally we are unable to achieve this when product is
delayed or particularly if the item is a pre-release offer. You can
rest assured that your credit or debit card will not be charged
until the time your order is despatched. If you have not heard from
us within 28 days of placing your order please do Contact Us. [back]
How can I find a specific
If you are looking for a particular product try using our
keyword search box at the top right of each page. Type in a
relevant word and click SEARCH to display any items matching your
search. If you still do not see your item please do Contact Us.
If you have the order reference of the item you wish to order
but cannot find it on the website and simply wish to order it then
you may use our Quick Order page. [back]
I do not have a
credit/debit card, how can I order?
If you do not own a credit or debit card then you can
place an order by calling our 24 hour orderline on 0333 00 32 777. Alternatively
if you have a mailing or advert, you can forward the completed
order form to us by post or you can contact us and include your
name and address details, account number (if you have one) and the
order reference. [back]
Should I insure my
Many people choose to insure valuable items for security
and the decision as to whether you do must be yours. Whilst we are
unable to insure items ourselves or recommend any one other
company, if you feel it would be appropriate to insure your
collection a good starting point would be to contact the company
which provides your home contents cover. [back]
When will you take the
payment from my credit/debit card?
For items that you are paying for in full, we only take
payment upon dispatch of goods. If you are paying for one
of your items in instalments, the terms of the instalment
payment plan will be detailed at the time of ordering. [back]
Why am I unable to access
my account details on the website?
If you are having trouble recalling your password, we
suggest that you request a Password
Reminder. Enter the email address that you registered
with and an email will be sent to you with your password reminder
If you still experience difficulties then please Contact Us including your name and address
details, account number and the email address that you registered
with. We will then arrange for your password to be reset and
inform you of your temporary password. [back]
Why did my payment I made
not go towards a specific product?
Westminster accounts have an 'open accounting system' a
lot like a bank account. In this way you can see the total owing
for all items that have been sent and make either part or full
payment as you wish. This system means that customers wishing to
pay by card after receiving the goods are able to do so.
Should you wish to pay for items specifically when the payments
are due and ensure the amount goes towards that product all you
need to do is opt to pay for that item on your card when placing
the order. In this way the system will automatically debit the
funds for that product upon dispatch of the goods. The payment is
then coupled with the product regardless of any outstanding balance
from other goods. [back]
How does Continuous
Credit/Debit Card Authority Work?
When you choose to take advantage of Continuous Credit
Card Authority we will automatically charge your card for your
current outstanding balance and when we despatch any goods to you.
It will all be handled automatically for you, ensuring your account
is always up-to-date. Remember your card will only be
charged when your delivery is ready for despatch.
If you receive one of our collections built up with monthly
deliveries, your Continuous Credit Card Authority will work in the
same way. As soon as your next delivery is due for despatch we will
automatically process payment on your behalf. Of course, you remain
fully covered by our 30 Day Money Back Guarantee,
which means that if you do not wish to add any item to your
collection you can return it for a full refund to your card. If you
wish to cancel your collection at the same time as returning any
item, we would ask you do so within 10 days of receipt so that we
are able to process this in good time to ensure you do not receive
any further deliveries. If you prefer to view items for 10 days on
free home approval before you decide to add them to your
collection, rather than having them automatically charged to your
card and refunded should you chose to return them, then we
recommend you simply use the one-off payment option.
Of course you can cancel your Continuous Credit/debit Card
Authority online by visiting the Payment Cards section of My Account.
What do my Email
We contact customers on the "Main Westminster Email List" with
regular email updates. If you prefer not to receive these, we
offer you the chance to opt for occasional email updates, a couple
of times a year for the most important events and
anniversaries. Alternatively, you can chose not to receive
any email updates at all. You can change your preferences on
Preferences page. [back]