1. Why am I being charged for postage when I have ordered 10 or more cards?
You must also have a larger item e.g. an advent calendar in your order. Unfortunately we aren't able to offer free postage on these orders as the shape and size of the packet makes them much more expensive for us to post.
2. I'm having difficulty navigating through the checkout process.
Pleae contact us by email or telephone and we will endeavour to talk you through the checkout process.
3. I've forgotten my Orchardcards.co.uk password.
Go to the "Login" screen (from menu at the top of the page) and click on the link at the bottom of the "Registered Customers" box. An email will be sent to your registered email address immediately. When you receive the message, please follow the link in the body of the message (or copy and paste it into your browser), and you will be redirected back to the website and given the opportunity to set up a new password.
zIf you use the "remember this password" facility on your device, it may automatically populate the initial "new password" box with your old password, so you will need to delete it before you go any further. IMPORTANT NOTE: Your password is case-sensitive (i.e. please make sure you use capital or lower-case letters as appropriate) but your email address login is not.
4. I can't login.
Are you sure you are using the correct email address and password? If not, use the "Forgot password?" facility on the login page, and we will send you a password reset email immediately (if it doesn't arrive within a few seconds, check your spam box). For further help, see Question 3 above.
The Orchardcards.co.uk system permits unlimited login attempts, but we are aware that some customers' own PC security settings lock them out of websites after a certain number of unsuccesful login attempts. If this occurs, you could try clearing your browser's cache (go to your browser's Tools area, and select Options>Advanced>Network>Cached web content>Clear now) or deleting your old cookie files (go to the Start button, and select Control Panel>Internet options>General>Browsing history>Delete>Cookies>OK).
Both of these functions delete information about websites that you have visited in the past (saved with the aim of helping them load & operate more quickly next time you visit). The occasional clear out will not destroy anything important, but may help to "reset" your PC if it's being difficult! If you continue to struggle, please telephone us and we can remove your old records from our system, allowing you to re-register your email address.
5. I'm not sure if I have completed my order successfully?
Check your inbox to see if you have received an email from us to confirm that we have received your order successfully. Sage Pay will also send an email confirming that your payment has gone through. If you cannot find either of these emails in your inbox, please also check your "spam" filter, in case they have been directed there.
Alternatively, log back in to orchardcards.co.uk, using your email address and password, and check your order history (go to "My account" followed by "View my order history"). Can you see the order in question? If the order status appears as "Payment taken" or "Order Shipped", then it has gone through successfully. If you cannot see the order, or it appears only as "Order cancelled" or "Order submitted", then it has not completed successfully. Please try to order again online, or telephone us on 01829 250935 if you're having difficulties.
6. The "Sage Pay" payment process seemed to stall whilst I was navigating through it.
It is unlikely that your payment has completed successfully. Please refer to question 5 above to find out how to check whether your order has been successful or not. The failure could have been caused by your PC "timing-out" for security reasons during the payment process (for instance, if the system is very busy) or because the security settings on your PC are high and do not permit the necessary communication between you and Sage Pay (via "cookies") or because your broadband internet connection was briefly interrupted. If you had got as far as the Sage Pay payment area before the process stalled, we will have a record of what you were trying to purchase so please do telephone us on 01829 250935 if you would prefer to make the order by phone, rather than trying again online.
7. How do the Reward Points work?
Customers who register and place an order with Orchardcards.co.uk will automatically receive Reward Points on the value of their purchase. You will receive 5 points for every £1 you spend - and each point is worth 1p off a future order. This is equivalent to a 5% loyalty discount.
To check your Reward Points balance, please log in to your Orchardcards.co.uk account, and the balance will be displayed, both on our home page and in the bottom left-hand corner of the shopping basket page (if you already have items in it). You can decide whether to use your Reward Points each time you order, or to allow them to accumulate over time to generate a larger discount against one particular order.
To spend some or all of your Reward Points, type the number of points you wish to redeem against your current order into the box in the bottom left-hand corner of the Shopping Basket page, and click the "Apply Points" button.
If you enter more Points than are required to cover the cost of your current order, don't worry - the system will only deduct the amount required from your balance, and the remainder will be re-credited to your account.
Please note that:
1. Reward Points can be used to cover our delivery charges.
2. The Points cannot be transferred to another account, and they have no cash value beyond the discount off your subsequent orders.
3. If you place an order, receive Reward Poinst and then subsequently return goods for refund (for whatever reason), your Reward Points balance will be reduced appropriately.
8. Am I too late to make an order for dispatch today?
We undertake to dispatch all orders received before 3pm on a working day on the same day. Orders received after 3pm or at the weekend or public holiday will be dispatched on the next working day.
9. What precautions does Orchard Cards take to make shopping on its website safe?
We operate a secure website i.e. the connection to our server (where our databases are held) is encrypted. This is verified by our valid security certificate, issued by Geotrust. To view the security certificate, please click on the link at the bottom of the bottom of each page. For additional assurance, please view our website from the secure address https://www.orchardcards.co.uk (note the extra "s" after the more usual "http"). A "padlock" icon should appear to the right of the address box. Hover your mouse over the padlock for additional security information. All aspects of payment are handled by Sage Pay (the UK's leading independent payment processor). We do not EVER store, input or even see your credit card details, unless you make an order by telephone (in which event we shred all personal and financial details immediately that they have been input). Finally, we have obtained accreditation as an Approved Retailer by ISIS (Internet Shopping Is Safe) and, as such, undertaken to conduct business in a manner which is legal, decent, honest, truthful and fair.
10. What general precautions can I take to protect myself when using the internet?
We suggest you visit the website getsafeonline.org - a helpful source of advice about protecting youself against computer viruses, fraud, identity theft, phishing and other internet threats.
11. How does Orchard Cards use my personal information?
Your personal details are stored on a secure server. We ONLY use your name, address, email and telephone number, if provided, to process orders and to contact you on matters relating to Orchard Cards. We will NEVER reveal, rent or sell your personal information to a third party (except in connection with an Orchard Cards transaction e.g. to enable our credit card processor to cross-check your address). We keep no paper record of your personal details, except in relation to one-off correspondence.
12. My order has not arrived, and I opted for Standard Delivery.
During the busy pre-Christmas period, we would ask you to wait two full weeks before contacting us about a missing order. Do try contacting your local Delivery Office. If the packet is too large to fit through your letter box (e.g. advent calendars), it may have been taken back to the Delivery Office for safe-keeping. A "while you were out" card should be left informing you about this, however we find that occasionally this has been over-looked, and the packet is eventually returned to us marked "Not called for" without the customer ever having known that delivery was attempted.
13. My order has not arrived, and I opted for Express Delivery.
If you opted for Express Delivery, and your order was placed before 3pm, delivery will be attempted at some point before 9pm on the following working day. A signature for the delivery is required, so if no-one was present at your shipping address when the Courier or Postman called, then a "While you were out" card should have been left. Please follow the instructions on the card to arrange re-delivery on a convenient day. If you cannot find a "While you were out card", please contact us on 01829 250935 and we will trace the delivery for you.
14. How can I search for a certain card?
We've tried really hard to make our search facility helpful. In the "Search for a card" box, try typing any relevant noun (e.g. labrador), or artist's name, or even the code number of a card you have ordered before. Alternatively, if you need inspiration for that tricky friend or relative, browse the drop-down lists of themes and artists to find something suitable.
15. What is Orchard Cards' environmental policy?
We're trying to be as "green" as we can. More than 95% of our stock is made in the UK and we try very hard to source cards produced with sustainably-managed, recycled and biodegradeable materials. These features are high-lighted in the "Eco" section of the details for each product by various icons (Union Jack, recycling logo etc). We also try to reuse packaging, where we can, to avoid waste - we trust you won't consider this unprofessional.
16. Why have some of my cards arrived without a cellophane packet?
Although most of our cards do come in a cellophane or corn-starch packet, some are not supplied with a protective cover. However, because our cards are never handled by the public (as they would be in a shop) we are confident that they remain in pristine condition.
17. I'm an artist and would like to submit designs for Orchard Cards' consideration.
Unfortunately we do not commission or print any greetings cards ourselves, we are purely a retailer, and buy printed and packed cards from publishing houses and self-published artists only.