This page is designed to help you find the answers to questions you may have about our online store and the services and features we offer. We have compiled a comprehensive list of the most frequently asked questions. We hope you will find the answer you require here but if you still cannot find the answer to your question please contact us.

 

PAYMENT

What cards do you accept?
We accept payment by Visa, Mastercard, Maestro, American Express.

What currency do you use?
All our prices are shown in Pound Sterling. When you pay with a card issued by a country not using Pound Sterling, your total will automatically be converted to your local currency by our payments processing bank at the currency exchange on the day of your order.

Can I pay by any other method?
You can pay your purchases by PayPal. Select the appropriate payment method when placing your order. If any of these payment methods are unsuitable, please contact us and we will be happy to discuss other payment options.

When will I be charged?
When you reach the final billing page and press 'Make payment' we will immediately contact your bank/card issuer for authorisation to take payment from your account.

 

ORDERING

Is it safe to order online?
We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.

Do I have to order online?
Ordering over the internet with Applesandbees.com is the safest and most secure method of paying and therefore we only accept orders placed online.

Can I change my order?
Once your order has been placed, we usually start processing it immediately so it's not currently possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you return your order once you have received it.

Where is my order?
When your order is dispatched you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security systems if our email was not added to your contacts.

We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours, though it can take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.

If you place multiple orders within a short period of time, your orders may be consolidated. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will only pay once and we will send you a confirmation e-mail to advise there is more than one parcel.

Please see our Delivery section for more information on how long it should take to receive your order.

You have not answered my query
It is our policy to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer service team within 2 working days, contact us again stating a secondary email address or a family member's or trusted friend's email address. Please include your name, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

 

DELIVERY

What are your delivery charges?
Please see our Delivery section for full details of the Apples&bees delivery options and rates.

Where do you deliver to?
We deliver to the UK, Europe and internationally.

Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

Which courier company do you use?
We use a large network of couriers to deliver goods from Applesandbees to the UK, Europe and internationally. We choose the most appropriate courier depending on the size and weight of your order.

Will I have to sign for my delivery?
For security reasons, parcels may require a signature on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel.

Can you leave the delivery at an agreed hiding place?
Many orders require a signature, so we are unable to leave your order in a safe place. If you are unable to sign for your parcel, you should receive a card with written information on where and when you should collect it.

There is a damaged/wrong/missing item in my order.
If an item you ordered is damaged, incorrect or missing, please contact customer service team immediately. Quote your order number, your name and order number, details of the problem and whether you require a refund or a replacement. We will then advise on how to proceed. Damages, defects, missing items or any errors not reported within 7 days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered free of charge. You will be asked to send back the damaged or wrong item in its original packaging, so please retain the goods.