How to notify us in case of problems

Updated on: 09 May 2016

Problems are rare, but they do occur. We generally solve problems as soon as possible, before you even have a chance to notice anything had gone wrong. However, sometimes our customers are quicker than we are. Are you one of them? If you come across any issues please let us know by answering the questions below. A big thank you in advance!

To see whether we’ve announced any problems, check your admin panel, or our Twitter or Facebook page. Then try to refresh the page where the error occurred with a ‘hard refresh’ (CTRL+F5 or CMD+R).

If you’ve spotted a fault that hasn’t been announced within 15 minutes, don’t hesitate to contact us. Keep the following information handy:

  • What is the URL (the address) of the page where the problem has occurred?
  • Which internet browser, operating system and device did you use to access the page? Don’t forget to write down the version of your internet browser and operating system.
  • If possible take a screen shot of the problem (you can send it to us as a reply to the email acknowledgement you will receive from us).
  • Which steps did you follow before encountering the problem?
  • If possible, write down your IP address.

(Customer) information that is required when notifying us of a problem in the checkout process:

  • Which error message appeared? (if possible send us a screen shot of your entire screen as a reply to the email acknowledgement you will receive from us). 
  • Which steps did you follow before encountering the problem?
  • Which internet browser, operating system and device did you use to access the page? Don’t forget to write down the version of your internet browser and operating system.
  • Did you use the ‘Back’ or ‘Next’ buttons during the checkout process?
  • Which product(s) did you order and what is your order number, if applicable?
  • Which payment method did you choose?
  • Which IP address did you use to place your order?
  • Did you use an ad blocker?

Email faults also occasionally occur. Please send us the information below, so that we can help you a.s.a.p.

  • Send us a screen shot of your error message.
  • Send us screen shots of all the settings in your email program.

First always check whether you can log into our webmail. If so, and if you manage to receive and send emails via this channel, we suggest you check the email settings in your email program.

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