- GUIDELINES TO PURCHASING
GUIDELINES TO PURCHASING
Your guide to shopping with us:
We’ve put together some info and guidelines to help your shopping experience with us.
1. EXTRA CODES
Additional discount code from your favourite Blank Canvas ambassador can be
redeemed however this strictly must be applied before checkout. Paypal does not accept
extra discount codes therefore to use a discount code please click through “proceed to
checkout”. Strictly we will not be able to redeem or add a discount after your payment has been
processed. We ask you do not contact with this request. Any extra discount code offered for your use but strictly before checkout.
Should a code not work for you, please contact us at firstname.lastname@example.org before you complete your transaction. Discount codes cannot be redeemed after the transaction is made.
TO REDEEM A DISCOUNT CODE:
Please ensure you choose "Proceed to Checkout" when using a discount code. Express checkout via Paypal will not give you the option to redeem a voucher. Enter your discount in the text box before checkout.
DURING BLACK FRIDAY AND CYBER MONDAY SALES: only discount codes of 10% can be redeemed in additon to automatic discounts available. Other discounts are disabled for these sale days.
2. ALL SALE ITEMS ARE AVAILABLE WHILE STOCKS LAST.
3. Unfortunately if the product isn't in stock on our store for SALE times, it’s unavailable for purchase.
4. Sale times are final. Any order placed outside of these times will not receive the discount and cannot be redeemed.
5. Some Gift Sets that I wanted to buy are out of stock.
Unfortunately Gift Sets sell out very quickly but we’ve added another alternative. You can Build Your Own Gift Box, with our luxurious Blank Canvas Gold Gift Box. Then you can choose from our product range what you’d like and create your own Bespoke Gift Box.
Placing Your Order:
1. Do not refresh page:
When you go to “proceed to checkout”, it’s important that when you hit the purchase button,
you wait for confirmation of order. Do not refresh your page until you receive this as this
can lead to duplicate payments.
2. Once your order is made, you’ll receive an email confirmation with an order #.
3. It’s important the following are 100% correct:
- Your delivery address that you will be present at during business hours 9am-6pm
- Your email
- Your contact phone number.
4. Picking, packaging and dispatch process.
Once we receive your order, it's sent to picking and packing therefore changing an order
before dispatch is highly unlikely. We urge you to choose your order with care.
Frequently Asked Order and Payment Questions:
1. I placed an order, money has debited my account but I haven't received an email to confirm/ when I log into my store account I can't see my order details?
- There could be a few reasons for this. We may have received your order however the
email you've used may have a typo or be incorrect. Once you mail us, we will look into this
and send you confirmation.
If you have a transaction or order #, this is of great help to us so we can help you with your
inquiry. Contact us asap so we can rectify any issue at our end.
2. If you haven't received a confirmation email from us with your order #, firstly check
your junk mail and if you can’t locate it, please email us at
email@example.com with any information you have e.g Paypal transaction
number, credit card confirmation.
3. Duplicate Payments . I made 2 payments/ You’ve taken my money twice!
If you've made a duplicate order or payment(receive 2 or more order numbers) please
email us at firstname.lastname@example.org. We stress the fact that it isn't possible for us
to take payment from your account without authorisation and should you make a duplicate
payment, generally this is caused by refreshing a page before your order is confirmed or by
pressing purchase more than once.
4. My order status says "awaiting fulfilment" What does this mean?
This means your order is now in processing and awaiting being packaged.
The status will change to "shipped" once it has been dispatched from our warehouse.
WAYS TO CONTACT US WITH ANY INQUIRIES:
USE THE CHAT BUTTON located at the bottom right corner of the website.
FACEBOOK: Look for “Support” and message us there
You’ll receive a ticket # and are in a queue which will mean we’ve received your message and will deal with it in due course.
- Delivery Information
We aim to dispatch your orders as soon as is possible however please note the following information.
If you have a question about your order, make sure to include your order # and full name.
Before you do, maybe your question is answered below:
Frequently Asked Questions:
1. I placed an order on Black Friday, Cyber Monday and after Christmas. When will I receive it?
Normally during non sale times, we dispatch within 1-3 business days. During SALE times, we generally aim for within 10 business days. Should you not receive your order after 14 business days (end of business day 15th December) within Ireland and 20 outside Ireland, please contact us.
2. My order says "Awaiting Shipment". When will it be shipped?
Your order is now packed and in a queue system for dispatch. This can take time. You'll receive a dispatch email once your order has left our warehouse. This will also include a tracking code if courier service is being used.
Please ensure your email is correct.
3. When can I expect my order after it has been shipped?
Within Ireland: within 1-2 days
Great Britain: 3-5 days
Europe and Rest of World: 5-12 days
Slow transit locations may take longer and include Germany, Italy, UAE, Saudia Arabia, Middle Eastern countries) South Africa, India and Pakistan.
4. COURIER WITHIN IRELAND: You can track your order using the tracking number you receive via dispatch email. The courier should try to call you prior to delivery . Please ensure you keep track of your tracking number which you'll receive via email. If undelivered after failed attempts of delivery, the courier service will stop trying after 5 days. Your order will then be returned to us. Please ensure your phone number is correct and you're available to answer. The courier generally delivers between 9 and 5pm and has a designated time for your area and cannot deliver outside that particular time.
5. I placed an order, it's been shipped but I need the courier/postal carrier to deliver it to another address?
This isn't possible. Your order will be delivered to the address you used at checkout. It’s important you make sure your delivery details are correct.
6. I've received a tracking number but it says it has no scans. This means that it's in the courier depot but not in the courier's hands yet. Once the courier has it in the van for delivery you will see it has scans.
You can contact the courier company with your tracking if you've missed the driver's call.
8. I chose express postage and my order is still awaiting shipment? If choosing courier service, please be aware that this is not an express service. We aim to dispatch orders quickly however high volumes will result in a longer dispatch time. We will not be able to respond to special requests of early or faster dispatch than is possible.
This busy period can sometimes lead to chaos and a feeling of panic but please note we will help resolve issues where possible.
We ask for your patience and calm at this time. We cannot accept any aggressive or unreasonable behaviour.
We are a very friendly bunch here at Blank Canvas and our top objective is for you to receive your order.
INCORRECT ORDERS, REFUNDS AND RETURNS
1. My order has arrived but it’s incorrect.
We will do our very best to resolve this issue. We will then arrange an uplift of the incorrect item(s) and send the correct goods.
2. My order is not what I expected. I wish to return.
That’s ok too. Email us at email@example.com firstly with your order number and detail of what you’d like to return.
You can return your unused and in original packaged goods via mail/courier only within 14 days to
BLANK CANVAS COSMETICS
c/o Autofulfil Fulfilment Centre
Unit B3, Deerpark Industrial Estate
Co. Galway, H91 D452
3. We do not offer free returns at present.
You should include a note with your order number
Upon receipt and inspection that goods are in perfect restock order, we will refund via your original payment method. Please note, this does not apply to purchases made with one of our stockist. Please contact them instead.
Paypal refund generally is automatic. Note: this isn't your bank account and the refund will need to be withdrawn from your Paypal account.
Credit card refunds
are arranged quickly at our end upon requests however your bank will take 3-7 days to
process this payment back to your account. This is beyond our control.
Orders already dispatched cannot be cancelled. However, you can return your order once
4. For any other query, please contact firstname.lastname@example.org. During this busy
period, it may take up to 48 hours to respond.
5. Courier service is via Fastway Courier
Depending on the size of your order, this service may be used.
Team Blank Canvas