Are my details secure?
I want to phone through my Credit/Debit Card details, what do I do?
What does my Order Status mean?
How long will it take for my order to be delivered?
Where can I find more Information on Delivery Services?
I've received the Despatch Notification but haven't had my parcel?
I want to Cancel my order what do I do?
If I'm unhappy why do I have to write to you?
Can I contact Customer Services by Phone?
I'm having problems with the Shopping Cart

Are my details secure ?

This web site is protected by a 128 SSL certificate. This means that your personal details are encrypted and will be kept securely and remain confidential.

I want to phone through my Credit/Debit Card details, what do I do?

Call our 24 Hour Automated Support Line on 08452302363, you will need to provide the following information:

• Name
• Order number
• Long card number
• Valid from and Expiry date
• Issue number if applicable
• The last 3 digits on the back of the signature strip.

What does my Order Status mean ?

Pending - Orders are accepted once payment has been received, when an order is pending the payment has yet to be taken.
Preparing [PayPal IPN] - If you select PayPal as your payment method but do not complete the transaction through PayPal, your order will be set to Preparing [PayPal IPN]. Your basket will be saved, but we will not be able to process your order unless you complete your payment. Orders with this status will be deleted off of our system after 1 month.
Processing - Payment has been received and the order is being prepared. In the majority of cases orders are sent within 5-14 days, however on occassions we may be awaiting stock from overseas suppliers.
Packing - Our shipping department is now finalising your order and it will be despatched shortly thereafter.
Despatched - Your order has been posted.
Partial-Despatch - Your order has been sent, but some items have been placed on back-order.

How long will it take for my order to be delivered ?

Spikeys works hard to bring you a massive range of products from the best suppliers around the world. From time to time a customer may place an order for an item that we need to order in, for this reason we advise all customers that the processing time for an order may be up to 30 days, however the majority of orders are shipped within 5-14 days of payment being received. If you require an item urgently please contact us before placing your order to check availability.

Where can I find more Information on Delivery Services ?

The majority of our orders are shipped by Royal Mail, larger orders may be shipped by Parcel Force.
To find more information on the delivery service that Royal Mail offer please visit their web site www.royalmail.com

I've received the Despatch Notification but haven't had my parcel?

Please check the Royal Mail website for more information on delivery times. If that time has expired, please contact your local sorting office and your neighbours to see if they have any undelivered mail for you. We've learnt from experience that postal workers do not always leave an advisory card if they cannot deliver.
If the sorting office cannot help you then please contact us.

I want to Cancel my order what do I do?

Under the distance selling regulations you have the right to cancel your order for any item purchased on this website. Cancellation must be made within 7 days from receipt of goods and starting the day AFTER your goods are received. You must inform us in writing of your intention to cancel. Cancellations made outside of this time period will not be accepted.

If I'm unhappy why do I have to write to you?

Please see our Complaints Procedure for more information.
Occassionally an e-mail from a customer may be flagged as SPAM by our Anti-Virus software, by writing to us at our address we can be sure to receive your communication and act upon it immediately.

Can I contact Customer Services by Phone?

As we are a small family run business we are simply not able to offer telephone support, however we do have a 24 hour automated customer support line available on 0845 2302363. All enquiries will be answered by e-mail within 24 hours Mon-Fri. We also provide a Secure Contact Form to make it easy for our customers to get in touch with us.

I'm having problems with the Shopping Cart

If you're experiencing problems with our website that have not been encountered before, it's likely that you have a corrupted cookie. The easiest way to clear cookies is to remove them from the PC rather than the browser.

Follow these simple steps to clear your cookies:

1. Open your Internet Explorer browser by clicking on the blue 'e'

2. Click 'Tools' located at the top of the browser and select 'Internet Options'

3. Click 'Delete Cookies'

4. Click 'OK' and 'OK' again

These steps should work for most Browser types.

To clear cookies for Macintosh using Internet Explorer, follow the steps below:

1. Click 'Explorer' or 'Edit' at the top of the screen

2. Select 'Preferences'

3. Under Web Browser preferences find 'ADVANCED' and click on it

4. Click 'Empty Now' on the right

5. Click 'OK'