Many of our most frequently asked questions are answered below. If you cannot find an answer to your query, please contact us.
Orders
How do I know if my item has been despatched?
How will my items be delivered?
Has my order been despatched and how long will it take to arrive?
How do I return a delivery?
Payments
How can I view my account statement?
How do EasyPay instalments work?
When will you take the payment from my credit/debit card?
Why did my payment I made not go towards a specific product?
How does Continuous Credit/Debit Card Authority Work?
Website
Why am I unable to access my account details on the website?
What do my contact preference mean?
Caring for your collection
Should I insure my collection?
Orders
How do I know if my item has been despatched?
If you ordered online, you’ll receive an email to let you know once your order has been despatched. You can also find the information you need by viewing your statement here. [back]
How will my item be delivered?
Orders will be sent by Royal Mail First Class delivery. If your order is £150 or above (excluding postage), we will deliver it to you by Royal Mail First Class Recorded Signed For. If it’s £500 or more (excluding postage), your order will be sent to you by Royal Mail Special Delivery. For both Recorded and Special Delivery, you will need to sign for the delivery. [back]
Has my order been despatched and how long will it take to arrive?
If you ordered online, you’ll receive an email to let you know once your order has been despatched. You can also find the information you need by viewing your statement My Account. We aim to turn all deliveries around within 7 days. Your payment card will not be charged until the time your order is despatched. [back]
How do I return a delivery?
You can return free of charge and are covered by our 30 Day Money Back Guarantee. To return an item contact your Personal Consultant or our team on 0330 900 1180. [back]
Payments
How can I view my account statement?
All registered online customers can view their statement on the Statement tab on My Account. You will also have the option to print out your statement. [back]
How do EasyPay instalments work?
Payment for our more expensive items is offered in interest free monthly instalments alongside the total price. If you’d like to take advantage of this, then simply click the instalment box in your basket.
Your card will be charged the first instalment, including postage, before despatch and for the remaining balance in equal interest free monthly instalments. The instalment amounts to pay will be shown in your basket page as you confirm your order. Should you prefer to pay the remaining balance in one go you can contact us or see the details on your invoice.
We’re unable to offer instalments to customers outside the UK. Should you want to use a different card for the remaining instalment payments after we have despatched your delivery, please contact Customer Service on 0330 900 1180. [back]
When will you take the payment from my credit/debit card?
We take payment upon despatch of goods. If you’re 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 did my payment I made not go towards a specific product?
CPM 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 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 despatch of the goods. (Unless your account is in credit). 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 Card Authority, we’ll automatically charge your card for your current outstanding balance and any goods that are despatched to you. It will all be handled automatically, ensuring your account is always up to date. Your card will only be charged when your delivery is ready for despatch.
If you’re subscribed to one of our collections, your Continuous 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.
You can cancel your Continuous Card Authority online by visiting the Payment Cards section of My Account. [back]
Website
Why am I unable to access my account details on the website?
If you’ve forgotten your password, you can reset it by clicking here. Enter the email address that you registered with, and an email will be sent to you. Please click on the link and follow the instructions.
If you still experience difficulties then please contact us, including your name and address details, account number and the email address you registered with. We’ll then get in touch to help [back]
What do my contact preferences mean?
We contact customers on the "Main CPM Email List" with regular email updates. If you prefer not to receive these, you can opt for a weekly round-up email instead. Alternatively, you can choose not to receive any email updates at all. You can change your preferences on the Contact Preferences page. [back]
Caring for your collection
Should I insure my collection?
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 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]