FAQ/Help
Mossfraser.com is committed to making your online shopping experience easy, enjoyable, quick and convenient. That's why we have put together these answers to the most frequently asked questions our customers have, so that you can shop with confidence.
How do I sign for the mossfraser newsletter?
Can I contact you by phone?
Because we are an online retailer, we find it more efficient to answer your queries via email rather than phone. In fact, we aim to respond to all email enquiries within 1 working hour we feel confident that you would get a better sevice via email than you would by phone.
Can I change my order?
Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch.
A product is showing as out of stock, will you be selling it again?
We know how frustrating it is to not be able to get hold of an item once you've decided you want it, but unfortunately if everyone else wants it too, an item can disappear from stock very quickly.
We do often reorder the same things, but depending on stock availability we may not be able to offer the same product. But please do email us and we can always check for you.
Do I need to sign up?
Simple answer - yes.
Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and (our favourite bit) exclusive discounts and special offers.
How do I sign up for the mossfraser newsletter?
The easiest way to sign up for our newsletter is to set up an account. You don't have to buy anything yet, but when you do want to start shopping, this'll also give you a head start. .
Alternatively, you can go to the home page and at the bottom right hand side you will find a box which allows you to enter you email address and you don’t have to set up an account.
My Account
Once you have signed up, you'll be able to log into My Account anytime you want. This is where you go if you want to change your password, email address, delivery info and card details.
Do you have a catalogue?
Unfortunately at present we don’t have any catalogues published, as soon as we do, we will ensure your informed.
Do you sell gift vouchers?
We don't currently sell gift vouchers, but we do think they're a great idea, so we hope to introduce them later this year. Please keep an eye on the website, and sign up for our newsletter, so you'll be one of the first to know when we do introduce them.
How do I pay for my order?
We like to give you plenty of payment options, so you can use any of the cards listed below (Please note we do NOT accept Lasercards). We also take security very seriously indeed, so your details will be safe with us.
What currencies can I use?
At present we only offer payment via GBP pound sterling, and just to make shopping really easy, if you choose your preferred currency from the list in the top right corner of the page, all of our prices will be displayed in that currency.
When will I be charged?
If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.
If your card is not authorised, payment will not be taken, and we'll email to let you know why your bank or card issuer wouldn't authorise the payment. Don't despair at this stage, because there may still be something simple that can be done to get the payment authorised.
