Frequently Asked Questions
Q: How do I pay for my order? Back to top
A: We accept all payment cards except American Express. We accept PayPal. We do not accept Cheques, Postal Orders or cash on delivery.
Q: When will my payment be debited from my payment card? Back to top
A: We will seek authorisation on your payment card/PayPal account when you place your order to ensure that your payment has been approved by your payment card issuer, however, we will only debit your payment card/PayPal account once we have despatched your order. Your payment card issue may however hold the funds until you complete or cancel the transaction.
Q: My payment card has been debited but I have not received my order? Back to top
A: You can track your order with your order reference number and email address which you provided at the time you placed your order. Please visit out shipping info page. If you have received a Card from the Courier advising you of an attempted delivery, please call them ASAP to avoid your order being returned to us. The contact number will be on the card. If you provided additional instructions at the time of placing your order i.e. “Leave with Neighbour” please check with your Neighbour as the order may be with them. If you provided us with your mobile telephone number and/or email address we will send you a message on the morning of delivery to advise you that your order will be delivered and will also provide you whenever possible with a one hour time slot.
Q: I still do not know where my order is? Back to top
A: Please complete the "Where is my stuff" form on the shipping info page and we will respond ASAP. Customer Service is open Monday to Friday 8.00 to 17.30 and Saturday 09:30 to 16.00 (excluding Bank Holidays).
Q: I have received my order and the item is faulty. What do I do? Back to top
A: Please contact our Customer Service Team who will advise you on our returns procedure. You must obtain a “Returns Code” before returning any item for an exchange or refund. terms and conditions.
Q: I have received my order and I am not happy. How do I return it? Back to top
A: We value your feedback & comments regarding our products and offer a 7 working day money back guarantee (Effective from the day after receipt). Please contact us to let us know the reason why you wish to return your items and if we can resolve the problem we will! Otherwise, we will issue you with a “Returns Code “ and information as to how to send your order back to us. Terms and Conditions apply.
Q: I placed an order with priority processing and still have not received it? Back to top
A: Sometimes an item will sell-out quickly and we replenish stock in order to fulfill your order within 28 days. Priority processing will ensure that your order will be one of the first to be despatched from our warehouse.
Q: How do I use an offer code? Back to top
A: Thane Direct may advertise one or more offer codes at any given time on our website, TV channels, or press adverts. Offer codes may be for a limited period and/or for a specific product. Offer codes are limited to one per order, so if you see more than one offer code advertised you should choose the code that provides you with the best savings. We cannot apply offer codes once an order has been shipped.
Q: I have seen Thane Products on Ebay? Back to top
A: Thane Direct UK has a shop on Ebay: This is for our quality manufacturer refurbished products and when someone returns an item as unwanted we sell these through our Ebay outlet. Items sold through our Ebay outlet which are manufacturer refurbished usually come with a 6 month warranty only. Make sure you look for Thane Direct when you decide to purchase as unfortunately there are conterfeit inferior products available on some websites.. You can also purchase refurbished products directly from our website by clicking here.