Customer Service

Why is Customer Service Crucial for Business Success?

Customer Service: It is considered the backbone of any business. Impeccable customer service not only enhances brand image and reputation, but it also fosters customer loyalty. In a world dominated by intense competition, providing stellar customer service can set your business apart.


Any interaction with a customer can be a potential opportunity for providing excellent customer service. Whether it is solving a product-related query or handling a complaint, customer service plays a key role. It's a way to increase customer satisfaction and build long-lasting relationships.


Businesses that prioritize customer service tend to be more successful. They attract more customers and retain existing ones, which is beneficial for their overall growth. The reason is simple: Customers appreciate when businesses value them and their needs. As a result, they tend to stay loyal to such brands, which directly boosts profitability.


To put it simply, effective customer service is not just dealing with queries or complaints. It is about going a mile extra for your customers, understanding their needs, and delivering value. In doing so, businesses can build a positive image and become customer favorites. After all, satisfied customers are the best brand ambassadors you can have!

TOP 5 QUESTIONS

Delivery

Where is my order?

You can track your order Here.

Your order number will be on your dispatch email, parcels can only be tracked after they've been dispatched.

Deliveries are made between 8am and 9pm. On the rare occasion deliveries are delayed due to unforeseen circumstances, most arrive the following day. Need help? Ask our virtual agent Layla for an instant answer or contact us here

Delivery option Delivery times Delivery cost
UK Standard Delivery Up to 4 Working days £3.99 per order
UK Next Day Delivery Order before 11pm. £5.99 per

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

We will get this fixed for you ASAP

Please send us an email with the following information:

  • Your name
  • Order number
  • Product name and code (this can be found on your order confirmation email)
  • Description of the fault

You won’t be able to attach an image of the faulty item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything so we can make sure we get the correct item to you as quickly as possible.

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system. If the carrier was unable to deliver this time it may be worth checking out the carriers app, many of our carrier will allow you to add instructions for the driver or a preferred safe place / neighbour for your parcel to be left with if you're not in. We also have other delivery options such as click & collect and locker collection which may be more suitable for future deliveries.

Returns

I don't have the invoice from my parcel, can I return?

We've gone paperless! You can generate a returns label from our website, attach it to your parcel and then send it back to us. We have printer-less options too if you don’t have a printer!

Ready to Return? Click here.

Please note we've extended our returns to 28 days so a typical refund may take longer than usual.

A typical refund will take up to 14 days + your banks handling time.

If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued.

If we receive your return outside of the returns policy timeframe, you may receive your refund as a voucher. This will be emailed to you within 24 hours.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

You've got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

Ready to Return? Click here.

Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

ORDERS & DELIVERY

Where is my order?

You can track your order Here.

Your order number will be on your dispatch email, parcels can only be tracked after they've been dispatched.

Deliveries are made between 8am and 9pm. On the rare occasion deliveries are delayed due to unforeseen circumstances, most arrive the following day. Need help? Ask our virtual agent Cicay for an instant answer or contact us here

Delivery optionDelivery timesDelivery costUK Standard DeliveryUp to 4 Working days£3.99per orderUK Next Day DeliveryOrder before 11pm.£5.99per

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

Sorry an item's missing; please double check it's on your order confirmation, check your emails (including junk/spam) to see if you've been sent an email about it going out of stock or your order could be arriving in more than one parcel. If none of these apply and your expected delivery date has passed, then please ask our virtual agentCicayfor an instant answer or head over to our Contact Us section within 14 days of your order being delivered and we will sort it for you.

Some of our items do come back in stock, so keep checking back!

To get this fixed for you ASAP please ask our virtual agent Cicay for an instant answer or head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook, Twitter or WhatsApp.

When you message, please include the following information:

Your name

Order number

Product name and code of the item ordered

Product name and code of the item received

Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please go to our 'Contact Us' tab, to help us get this fixed for you ASAP. When you first contact us please include the following information;

Your Name, Order Number, Product Name and Code, Picture of the fault and a Description of the fault.

The product name and code can be found on your order confirmation email.

If you contact us via the 'Contact Us' tab please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to us, you can wait for your parcel to come back and we will give you a refund when it does. A typical refund will take up to 21 days, that’s 14 days for the parcel to arrive back at our warehouse and us processing with up to 7 days for it to make its way through the banking system.

If the carrier was unable to deliver this time it may be worth checking out the carriers app, many of our carrier will allow you to add instructions for the driver or a preferred safe place / neighbour for your parcel to be left with if you're not in. We also have other delivery options such as click & collect and locker collection which may be more suitable for future deliveries.

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes to your address.

MANAGING MY ACCOUNT

How do I change my delivery address?

Log in your account, select "addresses" and you can either add a new one or edit an existing one. We are unable to amend the delivery address on an order which has already been placed

You can choose how you want us to contact you about things we think you'd like to hear about. If you don't want to hear about great new offers, just simply log into your account, click on contact preferences and don't tick anything!

If you know your password its simple! Log into your account using your current password, then under the account information section, you have the option to change your password. If you've forgotten your password, at the account log in page select the forgotten password option and follow the steps to reset. If that doesn't work, please get in touch by going to the 'contact us' tab on this page.

Log into your account, select payment details and either add, delete or edit your payment options.

SIZE GUIDE

PAYMENTS

Promotions & discounts

We often have promos running on our website, please remember to apply the promo when at the checkout and to enter any promo code exactly as displayed on the website.

If you're having issues applying a promo to your order, these are some of the things to check:

  • Is there a time limit to the promo? Some of our promos have time limits, your order must be placed before the promo ends to be applied to your order.
  • Only one code can be used per order, if you already have a promo applied then we wont be able to apply another to the same order.
  • Check for any exclusions, some of our promos exclude products from some categories on our website.
  • If you're using a delivery promo make sure you have selected the correct delivery method for the promo to work.

We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron, American Express, Discover and Diners. We also accept PayPal, Apple Pay (iOS only), Klarna (not available on the app), Clearpay, Giftcards and prepaid debit cards.

Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf. Discover & Diners payment methods do not apply on the app.

When you reach the final billing page and submit your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account.

If you experiencing error messages when making a payment, firstly, make sure you have inputted the correct details by checking all the information correctly

If your credit or debit card was declined, check to see if your card is expired, out of date or your card billing address is different to the billing address on your Cicay account.

If the above doesn't help, your Credit Card Company or bank will have more information.

If using PayPal, please contact PayPal directly if your payment has been declined.

If you're still facing problems then please contact us with the following information:

  • What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X)
  • What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
  • What payment method you were trying (e.g. PayPal, Visa)
  • A description of the problem and what time the problem occurred

Complete Savings is an online membership programme ideal for people who shop online. As a member of Complete Savings you can access many cashback opportunities and discounts from retailers and service providers

You may have been given the opportunity to join the Complete Savings programme after completing an online purchase at Cicay.

Complete Savings members are able to claim an initial welcome reward and monthly cashback bonuses. Members can also claim 10% cashback at over 750 online stores, and earn up to 20% discount on gift cards.

The first 30 days of Complete Savings membership are free of charge; this is so that users can trial the programme. After this free trial there is a monthly membership fee. The description completesave.co.uk will appear on your bank statement if you are a member of the Complete Savings programme. Users of the programme can terminate their membership at any time.