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FAQ

Frequently Asked Questions

Here are some common questions people ask about the website. If you can not find the answer to your question here, try our shopping information pages, or product information pages. Alternatively, contact us by phone (01204 690 114) Email, or Live Chat.

  1. I have forgotten my password/my password is not working.
  2. I have forgotten my password, but when I ask for a new one it doesn't recognise my email address.
  3. I have a new email address, how do I log in?
  4. I asked for a new password and I have not received it.
  5. I want to use my reward points but can't see where to enter them.
  6. I want to change my email address or some other part of my record.
  7. How do I change my password?
  8. How do I log out of my account?
  9. I have registered and ordered but did not receive an email confirmation.
  10. How do I enter my bulk order discount code?
  11. How do I change the quantity or delete an item in my cart?
  12. How do I use a Gift Voucher/eVoucher online?

 

1. 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.

You will be asked to enter the email address you registered with and an email with a link to reset your password will be sent to that address. If you have any problems such as it doesn't recognise your email address, or you have a new email address and can no longer access your old one, please refer to questions 2 and 3 of this FAQ). 

If you are still having problems, please call or Email, us or use our Live Chat facility and we will be able to reset your password for you.


 

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

If, when asking for a new password, you get the error message: The specified email address was not found. Please ensure you typed it correctly check you have spelled it correctly and try again. If you still get the error you either have not registered an account with us, or you used a different email address to register.  If you can't remember which email address you registered with, or you haven't registered you can just register to the site as a new customer. Click 'Account' at the top of the page and then select 'CREATE ACCOUNT'. You then just need to fill in your details.

 


 

3. 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, or try our live help service (link at top of page). Alternatively ring us on 01204 690 114. If you prefer, you can just register a new account with your new email address, however, any reward points and your order history will remain on your old account.


 

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

When you request an email with a link to reset your password 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. If you are still unable to receive your new password email, please email us, or try our live help service (link at top of page). Alternatively ring us on 01204 690 114  during office hours and we can reset your password for you.


 

5. 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). The maximum number of points you can use is a total enough to cover the grand total of the order. In the example below, this is 1691 points which would make the order of £16.91 free. If you enter a higher number of points, any points higher than the value of the Grand Total will remain on your account.

 

Once you have entered the points you wish to deduct and pressed 'Update Cart' your new Grand Total will be displayed and you can continue to the Secure Check Out.

> More information on reward points.


 

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

Click on  'Account' at the top of the page. Using the email address and password you used to register with, log in.

Down the left hand side you will see the following sections: 

Here you can edit your name, address, phone number and email address.

Here you can change your password.

Here you can update your email preferences.


 

7. How do I change my password?

Click on  'Account' at the top of the page. Using the email address and password you used to register with, log in.

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.


 

8. How do I log out of my account?

 

Click 'Account at the top of the page. At the bottom of the page on the left hand side, you will see a box where you can log out.

 


 

9. 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 690 114 or use our live help system (link at top of page). We will be able to change your email address to the correct one so you are able to log on. If you simply register 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.


 

10. How do I enter my bulk order discount code?

The bulk order group discount code gives you 5% OFF  all items, on orders over £100. You use your bulk order discount code in exactly the same way you use a gift voucher except you can use the code every time you order. For more information on where to enter your code, please read this answer.

If your question has not been answered please ring us for help on 01204 690 114 between 9am - 5pm Monday to Friday, or email us

 


 

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

You can view and alter the contents of your shopping cart at any time. To view your cart, click "Cart" button at the top right of the page. Once on the cart page, you can alter the quantities of products by either using the up and down arrows or entering a new quantity in the boxes and clicking the "Update Cart" button below the sub-total row. The new totals will be calculated automatically. To remove a product from the basket either enter a quantity of 0, or click on the rubbish bin icon below the QTY box, and then update the cart.


12. How do I use a Gift Voucher/eVoucher online?

You can use our gift vouchers nd dVouchers to order on our website. The gift vouchers are green and will have a voucher code on them. If you have one of our very old blue vouchers, you can still use them but you will have to send your vouchers in.

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 will 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:

Enter your voucher code click 'Activate Voucher'.

This will add the value of the voucher in reward points to your account. You will see a green pop up which will explain how to use the points against your order. 1 point = 1 penny, so a £50 voucher will give you 5000 reward points.

 

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. 

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