FAQ

Frequently Asked Questions

  1. I have forgotten my password/my password is not working.
  2. How do I copy and paste something?
  3. I have forgotten my password, but when I ask for a new one it doesn't recognise my email address.
  4. I have a new email address, how do I log in?
  5. I asked for a new password and I have not received it.
  6. When I try to add something to my shopping cart I can't - It says '0 products added to cart'.
  7. I want to use my reward points but can't see where to enter them.
  8. I want to change my email address or some other part of my record.
  9. How do I change my password?
  10. I have registered and ordered but did not receive an email confirmation.
  11. When I try to order paint I can't see the box to enter the quantity I require/ the website looks messed up.
  12. When I enter the code for my 10% Voucher nothing is deducted from the price.
  13. How do I change the quantity or delete an item in my cart?
  14. How do I use a Gift Voucher/eVoucher online?

I have forgotten my password/my password is not working.

First of all make sure you are typing your password in correctly. Passwords are case sensitive, so make sure you are putting any capital letters in the correct place, and also that you do not have CapsLock turned on. If your password is already filled in when you enter your email address try deleting it and re-entering your password.

If you are still unable to login in using your password you can request a new password by clicking on the 'I've forgotten my password' link below the log in box. This will send you a new password to your email address (if you have any problems doing this please refer to questions 2 and 4 of this FAQ). The password will be a random combination of numbers and letters which is designed to be used once and then changed to a password of your choice. Read question 8 of this FAQ for more information on how to change your password. Once you have logged in  and changed your password you can log out and log in again ticking 'Remember me on this computer' this should then remember your password for you the next time you login. Please note: When logging back in, delete any login details which may be automatically filled in and retype them, this should ensure your computer remembers your new log in information.

To make sure you are not making any mistakes when using the password we send you we advise that you copy and paste it into the password box when logging in. See below on how to copy and paste.

How do I copy and paste something?

Copying and pasting is the most accurate way to enter a password we have sent you (and you will also find it useful for many other things). First of all you want to copy the word - in this case the password we have sent you. To do this take your mouse, and place your cursor at the beginning of the text you wish to copy, then click and hold the left mouse button, while pulling your mouse over the text. This should highlight the text. Now release the left mouse button. Next, with the cursor over the highlighted text, right click the mouse, which will bring up a menu, and select 'copy'.



Now put your cursor over the place you wish to enter the text (in this case the password box), right click your mouse again, and select 'paste' and you will have copied and pasted the text!



You can use this method again when changing your password, paste the password we sent you in to the box for 'Current Password' and then type in your new password.

I have forgotten my password, but when I ask for a new one it doesn't recognise my email address.

You have probably not registered with our new website. We launched our new website in July 2006, anyone who has not registered since this time will need to register to use the new site, even if you have ordered from us in the past. We do hold existing customers records in an offline database, including email address which is how we are able to send you newsletters. When you register on the website and place your first order your online record will be matched up with your offline record. The only details we store online are your address details and your order history. We do not store any payment details online.

I have a new email address, how do I log in?

If you have changed your email address since you last logged in, you need to log in using your old email address (ie. the one you registered with) and password. You can then go to 'My Account' and change your email address to your new one. The next time you log in you will be able to do so using your new email address. If you have forgotten your old email address, please email us at info@artsupplies.co.uk (including your name and address) or ring us on 01204 381 900.

I asked for a new password and I have not received it.

When you request a new password it should be sent to the specified email address straight away. If you have not received it, first of all, please check your email address is correct. Secondly, some email providers such as hotmail may block our emails and put them in their junk folder. Please check that our email has not been sent to your spam folder. To prevent this from happening again you should add 'sales@artsupplies.co.uk' and 'info@artsupplies.co.uk' to your trusted senders list.

When I try to add something to my shopping cart I can't - It says '0 products added to cart'.

You need to enter the quantity you wish to order in the box next to Qty:

I want to use my reward points but can't see where to enter them.

In order to use your reward points you must log in before you go to the checkout. Once you have logged in, when you go to the checkout it should give you the option of deducting your reward points from your balance.

You will be able to see how many points you have to use. Enter how many you wish to use and press 'Update Cart' and the points will be shown deducted from your total (see below).

I want to change my email address or some other part of my record.

If you log in using the email address you registered with you can go to 'My Account'. On the left hand menu bar you are given the option to edit your details. Once you have changed your details, make sure you press the 'proceed'  button in order for the changes to take effect.

How do I change my password?

When you have logged on go to 'My Account'. On the left hand menu bar is the option to change you password. Make sure you choose a password which is not too easy to guess, but something which you will remember. Once you have changed your password make sure you press the submit button for the changes to take effect.

I have registered and ordered but did not receive an email confirmation.

Please check the email address you registered. If there are any mistakes in it you will not get the email. If it is incorrect and you need to change it, go to 'Edit My Details' in My Account and change your email address to the correct one. If you have subsequently logged out and have forgotten what email address you used please ring us on 01204 381 900. We will be able to change your email address to the correct one so you are able to log on. If you simply open a new account with the correct email address you will loose any reward points you may have collected on the other account.

If the email address you registered with is correct, please check your junk mail or spam folder. Spam filters quite often filter out genuine emails as well as spam and ours do sometimes get caught up in them.

When I try to order paint I can't see the box to enter the quantity I require/ the website looks messed up.

Your text size may be set to large, this means that all the text on the website would be larger than normal pushing the Qty box out of view on the paints pages. Try changing your text size to medium or normal in your Internet browser settings.

In Internet Explorer it is under View > Text Size > Medium
In Internet Explorer 7 it is in Page > Text Size > Medium
In Firefox this is under View > Text Size > Normal

If you use AOL, you must open Internet Explorer, and adjust the text size in there as explained above. You must then close Internet Explorer and reopen AOL. You may need to restart your computer before the changes take effect.

When I enter the code for my 10% Voucher nothing is deducted from the price.

Your 10% voucher only applies to 'our price' items. Other 'offer price' items are already heavily discounted and are not subject to further reductions. If you try to use your 10% voucher when you only have offer price items in your shopping basket there will be no reduction in price.

If your question has not been answered please ring us for help on 01204 381 900 between 9am - 5pm Monday to Friday, or email us at info@artsupplies.co.uk

How do I change the quantity or delete an item in my cart?

guide3Note that you can view and alter the contents of your shopping cart at any time. To view your cart, click the "view cart" button at the top right of the page, or click the "Cart" tab in the top menu. Once on the cart page, you can alter the quantities of products by entering a new quantity in the boxes and clicking the "Update Cart" button below the sub-total row. The new totals will be calcualted automatically. To remove a product from the basket, enter a quantity of 0, or leave the box blank, and then update the cart.

 

 

 

 

How do I use a Gift Voucher/eVoucher online?

You can use any of our new gift vouchers to order on our website. The new gift vouchers are green and will have a voucher code on them. If you have one of our old blue vouchers then you will have to send your vouchers in to be able to use them.

To use a gift voucher or an eVoucher, you can shop as normal, adding products to your cart. When you come to the checkout you be able to enter your voucher code. If you are not already logged in you will see the following:

Click on 'Log in to use reward points and vouchers' and you will be prompted to either log into your account, or create a new account if your don't already have one.

If you are already logged in, when you get to the checkout you will see the following:

To enter your voucher code click 'Click here to use a voucher code'. A pop up window will then appear asking you to enter your voucher code.

Enter your voucher code in the box and press 'Use Voucher'. This will then add the value of the voucher to your account as reward points. 1 point = 1 penny, so a £50 voucher will give you 5000 reward points. When you have sucessfully added your voucher you will be shown the following message:

Your account will now have the reward points available to use. You can use all of the reward points at once, or just part of them against your order. The remaining ones will stay on your account for you to use at a later date. To use your reward points just enter the number you want to use in the Qty box and press update cart.

When you press update cart you will see the points deducted trom your total. You can now proceed to secure checkout as normal.