Please see below for answers to some frequently asked questions. If the
below doesn't answer your query, please feel free to get in touch using the
live chat in the bottom right of your screen, or if you prefer by email to [email protected]
FOR CUSTOMERS
Q: Which shops will deliver to my location?
A: When you input your postcode we will only show you local shops that offer
delivery to your location.
Q: How long does delivery take?
A: Delivery times are dependent on the opening hours and stock availability of our stores. If you order before 10am your order will be delivered next day. Alternatively you can schedule your delivery for a later date too.
Q: How much is delivery?
A: Local delivery starts at £3.95 per store and £1 for every additional store.
A: National Delivery starts at £6.95 per store and £1 for every additional store.
Q: How far will you deliver?
A: Depending on the shops availability, we can deliver both locally (within 25km radius of the city centre) and nationwide.
Q: Can I order from more than one retailer?
A: Yes you absolutely can order from multiple retailers. This is one of the
major advantages of the Online High Street platform. When ordering from
multiple retailers you will only have to make one payment and we will
consolidate your order so you receive one bulk order with all your items.
Q: Can I subscribe to products through Online High Street?
A: Yes you choose a frequency when adding a product to your shopping bag. When
you do this the items will automatically be re-ordered for you. You can pause
or cancel your subscriptions whenever you want to in your customer account.
Q: Do you offer gift vouchers?
A: Yes you choose buy Online High Street gift vouchers. They will be attached
to your confirmation email as a PDF file containing a code. That code can be
used to buy products from any of our stores at any time.
Q: Can I change or cancel my order?
A: Once your order is confirmed and paid for it is possible to edit or cancel
that order via your customer account up until the store starts to prepare the
order. If the store has already started then the cancel option will be greyed
out.
Q: How do I return items?
A:If you need to return an item please contact us via our Intercom Chat, found
at the bottom right of your screen.
Q: What if my item was damaged?
A: In the unfortunate event an item gets damaged you can send us a direct
message via our Intercom Chat, found at the bottom right of your screen. Please
include a photo and description of the damage to resolve.
Q: How do I get my favourite shop
added to Online High Street?
A: If you have a local shop you would
like to see on Online High Street we would love you to tell us about them.
FOR SHOPS
Q: How many products can I add to my Online High Street online shop?
A: You can add an unlimited number of products to your Online High Street
store.
Q: How do I setup a Online High Street online shop?
A: Contact us to get you setup straight away. Once setup you can add
products and manage your store by using a smart phone, tablet or desktop
computer.
Q: Can customers collect from my store?
A: Yes you can choose whether you offer delivery, collection or both.
Q: If my store is closed on certain days how do I ensure customers don’t order
on those days?
A: You can set your store opening times in your Online High Street store
dashboard. On days you are closed your orders will automatically be pushed to
the next day you are open.
Q: When do I get paid for orders from my shop?
A: You will be paid every 14 days. To receive your store payment please
ensure you have added your bank details in your store dashboard.
Q: How do I manage available stock?
A: In the Online High Street dashboard you can simply switch your product
between in or out of stock to ensure customers can’t purchase items that are
out of stock. You can also choose to use exact stock numbers that will be
deducted on each sale, as an optional feature.
Q: How do I add a new product to my Online High Street shop?
A: Once you have signed up, go ahead and login in to your Online High
Street dashboard and select the products tab to add new products.
Q: How can I track deliveries and collections?
A: You can login to your Online High Street dashboard to track all
deliveries and collections.
Q: How much does Online High Street cost for me to setup and use?
A: We charge three fees which allow us to keep delivering the best service to you.
1) We charge 10% commission per order which is deducted once the customer has placed their order.
2) We charge a small monthly platform fee of £49 per month. 3) There is a merchant fee for processing the transaction of 1% + 20p which is deducted once the customer orders.
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Q: How do I need to package my products ready for delivery?
A: The better you pack your items the less risk there is of damages. We
advise packaging your items similar to how you would for any mainstream
couriers.
Q: What is the process for damaged items?
A: In the unfortunate event an item gets damaged the customer will contact
us with a photo and description of the damage. We will then work with the
customer to resolve the issue.