FAQs

What are your standard delivery lead times?

Standard Delivery takes 3-5 working days. We do not currently deliver on Weekends or Bank Holidays and our lead times are not guaranteed.

How do I return items?

Items ordered online via the website may be returned to any of Our Stores.

Alternatively, parcel your items with the original documentation included and return via the post, please obtain proof of postage.

Please allow up to 14 days from the date of return for your items to be received back at our warehouse and a refund will then be issued.

I have returned my order to you, when will I get my refund?

Once an order has been received back by our warehouse, we aim to process your refund within 7 days. You will receive an email detailing the total refund amount and the item(s) that have been refunded. The refund will take 3-5 working days (Monday to Friday) to transfer to your bank. If you have not received an email 14 days after sending the item(s) back, please contact us on 0-207-231-9420or email us at info@shop185.com

Can you deliver to the British Forces Post Office (BFPO)?

Yes, we are able to deliver to the British Forces Post Office with both Standard and Next Day Delivery. Simply order as normal and enter the BFPO as the delivery address.

Can you deliver to my International Delivery address?

Yes, you will have to contact us to necessary arrange, as the location will determine the delivery charges.

Can I return my online order to store?

Yes, you are able to return all orders made on our website to our local store. Please ensure you take along your invoice when returning the item(s) and you will receive a refund receipt from the store. The refund will be made back to the method of payment used to place your online order. Please note the refund may take up to 3-5 days to go back into your account.

Can I alter items on my order?

Unfortunately, once an order has been submitted online, we are unable to make any changes to the item(s) that have been selected.

We have a short amount of time within which we may be able to cancel your order and if you would like us to attempt this, please contact us on 0-207-231-9420 who will do their best to help.

My item has arrived damaged?

We want to sort out any issues with damaged item right away.

As soon as you discover a fault upon arrival of your item, please contact us on 0-207-231-9420

  • Your details
  • Your order numbers
  • A picture of the damaged item(s)

My Account is disabled - what should I do?

An incorrect password may have been entered too many times when trying to log in. If you would like to speak to a member of our team regarding your disabled account, please contact us on 0-207-231-9420

Can I place an order over the phone?

If you would like us to place your order over the phone for you, please call 0-207-231-9420and we will do our best to place your order for you.

I've forgotten my Email Address / Password?

If you have an online account but have forgotten your email address or password, follow these steps:

Forgotten Email Address:

If you are unsure of your registered email address, please use our Customer Contact Centre and provide as much information as possible about your account/order history. One our Customer Services agents will then be able to provide you with your account details.

Forgotten Password

If you have an online account but cannot remember your password please use the following steps:

Desktop Steps:

  • Select the My Account link, found in the top right corner of all pages.
  • From the Login page, select the Forgotten your password? link within the Existing Customer section.
  • From the Forgotten Password page, enter the email address you used to register your account and press the Send button.
  • You will then receive a password reset email in your registered account mailbox (within 5 to 10 mins during busy periods).
  • Select the Reset My Password link within the email to be re-directed back to the website.
  • From the Change Password page, enter a new password and then enter it again to confirm you’ve entered it correctly.
  • Finally press the SAVE PASSWORD button to complete the process.
  • You will be re-directed to the Login page where you can enter your new details in the Existing Customer section.

Mobile Steps:

  • Select the main menu icon towards the left of the search bar at the top of the page.
  • From the main menu dropdown, select the Login / Register link.
  • From the Login page, select the Forgotten your password? link within the Existing Customer section.
  • From the Forgotten Password page, enter the email address you used to register your account and press the Send button.
  • You will then receive a password reset email in your registered account mailbox (within 5 to 10 mins during busy periods).
  • Select the Reset My Password link within the email to be re-directed back to the website.
  • From the Change Password page, enter a new password and then enter it again to confirm you’ve entered it correctly.
  • Finally press the SAVE PASSWORD button to complete the process.
  • You will be re-directed to the Login page where you can enter your new details in the Existing Customer section.

Can you send me a VAT invoice for my order?

As our orders are sent out with just a dispatch note, if you require a VAT invoice for your order please email info@shop185.com or call us on 0-207-231-9420and we will ensure a full VAT invoice sent out to you.

There is an item missing from my order, what should I do?

In the unlikely case that your order may arrive missing an item that is included on your dispatch note, please call us on 0-207-231-9420.

How do I opt out of marketing emails?

If you no longer wish to receive promotional messages from us, simply click the Unsubscribe link at the bottom of any of our promotional emails. This will take you to the Unsubscribe page where you can click the button Yes Please Remove Me. Please allow 24 hours for this change to take effect.

This will not affect any Order Confirmation Emails, Order Dispatch Emails and Together Rewards Statements.

We are a school/college/university without a credit or debit card; how can we place an order with you?

If you are a school, college or university who do not have a credit/debit card available to place an order via our website, we are able to create a manual order which will require payment by BACS transfer or cheque before the order is shipped out to you. If you require us to create a manual order for your school/college/ university please call 0121 313 6050 with your full delivery details and list of the item(s) you wish to purchase and we will get the order created and an invoice sent over to you. We will require this invoice to be paid before we dispatch the item(s) to you.

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