Frequently Asked Questions
Use the tabs below to find answers to your questions.
How do I know my payment information is safe?
Security is Paramount at Quiz. The Quiz website is secured by Verisign, the world’s leading Security Certificate provider, in addition to our own encryption software – this means that your information is protected at all times by 128 bit encryption. All payment partners are also secured with 128 bit encryption to further ensure that shopping at Quiz online is just as safe as shopping in one of our high street stores.
What payment method do you accept?
We accept the following major credit and debit cards: Visa, Visa Electron, MasterCard, Maestro, Switch and American Express. You can also pay using Paypal (please see www.paypal.co.uk for more details on signing up for a Paypal account). We also accept the Quiz Store card (as well as any other DUET card) and the Quiz Gift Card as a method of payment.
Can I shop online using my quiz store card or credit/gift notes?
We accept the Quiz Store card (or any DUET card) and the Quiz Gift Card as a method of payment. If you’ve received a credit note relating to an online order, please call 0845 241 5551 quoting your order number to redeem this amount. We cannot currently accept credit notes obtained in store, but we are working towards having this capability.
Current Gift Card Terms and Conditions apply. These include (but are not limited to): This Gift Card is only redeemable at Quiz Stores and www.quizclothing.co.uk. The card balance cannot be exchanged for cash. Quiz is unable to replace or reimburse the value of your card if it is lost, stolen, damaged or its identity is stolen - please look after this card carefully and treat it just like cash. Any outstanding balance will remain on your card after use. The value of this card will expire 12 months from the date of activation and the remaining balance will be deducted. To check the balance on your card, please call 0871 200 1508. This card remains the property of Quiz.
Can I use different currencies to make a payment?
We currently accept UK Pound Sterling, Euros, USA Dollars and Canadian Dollars. To view the price of our items in your currency, just select the appropriate flag from the drop down menu at the top right of the screen (next to “My Bag”).
When is the payment taken from my card/account?
Payment is taken at the time of the transaction for credit/debit cards and Paypal payments.
Why will my card payment not go through?
We understand that it can be frustrating if your order will not go through, and apologise for any inconvenience caused. Unfortunately we aren’t always able to provide specific reasons for payment failure, as the process involves not only our processing systems but your bank’s clearing systems also. As best practice, we will encourage customers to ensure all information is entered correctly and exactly the way it appears on your statements/cards. If you still experience problems, try another payment card or payment method such as Paypal. You may also contact Customer Service on 0845 241 5551 to complete your order.
How do I change or cancel my order?
Changing or cancelling your order depends on the status of your order. Unfortunately if your order is awaiting dispatch or has already been dispatched we would not be able to alter the information you’ve provided. However, if the order has not been dispatched, please visit the Contact US page, select the “Amend or Cancel Order” subject heading and provide all the required information. We cannot guarantee that your order will be changed but we will do the best we can - if your order cannot be changed we will notify you.
Have you despatched my order?
An email will be sent to you once your order has been dispatched. If you don't receive your order in the designated delivery period, please contact Customer Service stating your name and order number. We will investigate any issues for you and get back to you with relevant information regarding your order.
Part of my order is missing, what should I do?
Firstly, please check your invoice to ensure the item(s) are not arriving separately. If your invoice does state that the item should be included in that specific order, please email email@example.com. Alternatively, call us on 0845 241 5551, stating your order number, name, product code/description, size and quantity of the item(s) that are missing.
We will attempt to send out the missing item as soon as possible. If we are unable to do so, we will contact you to give you the option to either exchange or refund the value of the missing item.
There is a mistake with my order
We do apologise for any mistakes with your order. Please contact Customer Service, stating your name and order number - alternatively, call us on 0845 241 5551. We will then attempt to resolve the issue as best we can.
I have received my order and it does not look like the image displayed on the website, why is that?
We do our best to ensure all products are displayed as accurately as possible. If you have received a product that may seem to be a slightly different colour, shade or print, this product will not be deemed faulty.
How do I place a buy 1 get 1 free order?
From time to time we will run offers such as Buy 1 Get 1 Free (BOGOF). Any relevant products will be clearly marked as part of the offer. When placing an order for offer items, simply add as many of the item(s) as you need to your bag as normal. Each second item purchased of an equal or lesser value will be free. Once you are happy with your order, proceed to your bag, where your order amount will be automatically adjusted as part of the checkout process.
Please note that any items you wish to receive as part of a BOGOF offer must be purchased simultaneously. We cannot alter offers that have already been processed and/or dispatched to include additional offer items.
Once you have reached the Basket you will be able to select either of the following delivery options:
|COUNTRY||DELIVERY TYPE||DELIVERED IN||COST|
|UK||Standard||2-5 working days||£3.95|
Next Working Day*
(If placed before 3pm)
Next Working Day*
(If placed before 3pm)
(If placed before 3pm)
(If placed before 3pm)
(If placed before Friday 3pm)
(If placed before Friday 3pm)
(see International Delivery for more details)
|Standard||Within 3 - 10 working days||Free For A Selected Time|
* Delivered the next woking day as long as the order is placed before 3pm on that day. Orders placed after 3pm will be dispatched the next available working day. Orders placed after 3pm on a Friday will be dispatched on the following Monday. Next Day delivery is not available to certain postcodes. Please see below for further details.
** Delivered on the following Saturday as long as the order is placed before Friday 3pm. Orders placed after 3pm on a Friday, will be dispatched the next available working day. Saturday delivery is not available to certain postcodes. Please see below for further details.
A more detailed description of each service is available below.
Selecting the Standard service ensures that you will receive the goods within 2-5 working days. The standard service costs £3.95 and a signature may be required on receipt.
Next Day Delivery
Selecting the Next Day service ensures that you will receive the goods on the next working day (Mon - Fri) providing you place the order before 3pm. Orders placed after 3pm during Monday to Friday will be delivered within 2 working days. The Next Day service costs £5.50 and a signature will be required upon receipt.
Next Day Delivery is not available to the following postcodes - HS1-9, IV1-56, KA27-28, KW1-17, PA20-78, PH19-50, TR21-25, ZE1-3, AB 31, 33 - 38, 42, 44, 45, 51-56, BT, IM, JE, GY. Please allow 2-3 working days for delivery to these postcodes.
Nominated Day Delivery
Selecting the Nominated Day service ensures that you will receive the goods between 8am and 5.30pm on the day you have selected for delivery. Nominated Day deliveries can only take place between Mon-Fri. The Nominated Day service costs £5.50 and a signature will be required upon receipt.
Nominated Day Delivery is not available to the following postcodes - HS1-9, IV1-56, KA27-28, KW1-17, PA20-78, PH19-50, TR21-25, ZE1-3, AB 31, 33 - 38, 42, 44, 45, 51-56, BT, IM, JE, GY. Please allow 2-3 working days for delivery to these postcodes.
Saturday Delivery Service
Selecting the Saturday service ensures that you will receive the goods between 8am and 5.30pm the following Saturday providing you place the order before Friday 3pm. Saturday orders placed after Friday 3pm will automatically move onto a Next Day service, meaning that the order will be dispatched the following working day and delivered within 2 working days. Saturday Delivery costs £5.50 and a signature will be required upon receipt.
Saturday Delivery is not available to the following postcodes - HS1-9, IV1-56, KA27-28, KW1-17, PA20-78, PH19-50, TR21-25, ZE1-3, AB 31, 33 - 38, 42, 44, 45, 51-56, BT, IM, JE, GY. Please allow 2-3 working days for delivery to these postcodes.
We are currently offering FREE INTERNATIONAL delivery for a selected time.
We are now delivering to many countries around the world. Currently only a standard untracked service is available - prices range from £6 to £10.50 depending on the destination country. We hope to offer an express service in the near future. Please see the International Delivery page for a full list of countries we deliver to.
No tracking is available on Standard International Orders and a signature may be required on receipt. If for any reason your parcel does not reach you in the stated time, please allow up to 25 working days from the date you have received your dispatch email to contact us, at which point we will be able to resolve your issue for you. Please email firstname.lastname@example.org with your order number and delivery details to help us resolve the issue as quickly as possible.
Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country.
We would advise that you find out what these charges may be before you place your order.
The term “working days” applies to Monday-Friday. Saturday, Sunday and Bank Holidays are not classed as working days. Next Day service orders placed on Saturday, Sunday and Bank Holidays will be dispatched on the next available working day. Please note that, in the event of industrial strike action by our delivering partners, we cannot guarantee delivery in the stated timeframe. Please contact us for further information if required.
Can i track my order?
Once your order has been dispatched, you will receive a confirmation email containing the tracking number for your order. You can enter this tracking number into the relevant delivering partner’s website: Yodel, Interlink Express or Royal Mail.
Can i have my order delivered to an address other than my billing address?
You can have your order delivered to another address, such as a business address or a family/friends address. You can enter your preferred shipping address at the checkout stage by selecting the “Delivery address is different from billing address” option.
Can i have my order left in a safe place?
We can ask our delivering partners to leave your order in a specific “safe place” outside your property. Sometimes this is not always possible but we will do our best to meet your requirements. For Next Day deliveries, you can manually enter a specific delivery request into the text box provided – otherwise, if you would like us to notify our courier of your preference, please call us on 0845 241 5551.
PLEASE NOTE: Orders left under your instruction are left at your own risk. We will not be liable to compensate orders that are damaged or lost for this reason.
I have just placed my order and it's over £50, but i have still been charged for delivery, why is that?
Free delivery is only applied when the value of your order less the delivery charge is £50 or over. Free delivery orders are sent using our Standard service; therefore, if you have selected an alternative delivery option, your order will be dispatched using the delivery service selected. International orders are currently offered free of charge for a limited time.
I placed my order using a free delivery code but i have still been charged for delivery, why is that?
Please ensure that the code used is still active. If you have processed the code and then selected another delivery option, unfortunately we are unable to refund any delivery charges incurred for this reason.
PLEASE NOTE: Promotions offering free delivery are dispatched using our Standard service.
Are there any areas in the UK that you do not deliver to?
We deliver to all of mainland U.K, including the Highlands & Islands, Isles of Scilly, Isle of Man, Northern Ireland and BFPO. Unfortunately, we do not ship to PO Box addresses.
Do i get charged custom or import charges?
Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately we have no control over what these charges are, as Import and Custom policies vary from country to country. We would advise that you investigate what these charges may be before you place your order.
Do I need to sign on delivery?
Most deliveries require a signature upon receipt. If no one is available to sign for the parcel, the courier/delivery company will advise you to contact them to arrange a suitable time for re-delivery or collection of the order.
How do I return an item by post?
If you are not completely satisfied with the purchase you have made, you can return the item(s) to us within 14 days of receipt for an exchange or refund.
In all cases, items that are being returned must be in their original condition. All goods will be inspected on return. Any items received in an unsuitable condition will be sent back to you.
How to return item(s) using COLLECT + :
1) Returns Number – Log into your online account and select “Order History” – if you don’t have an online account, register using the panel marked “Not a member?”. Select the specific order by clicking “Request Return” and complete the required information. Once the return has been authorised, a Returns Number (RMA) will be emailed to you, which you can also view in your online account.
2) If you require an Exchange*- Fill in the section marked “exchange” with the product code and size required.
3) If you require a Refund - Fill in the quantity of items being returned.
For either of these options, please select the reason code relevant to the item being returned – a list of reason codes can be found at the bottom of the slip.
4) Enclose the slip in the parcel with your items, ensuring that the items are wrapped and the parcel sealed.
5) Write your order number on the COLLECT + label provided and attach this label to the exterior of your parcel – please ensure any original delivery labels are covered. Then simply take your parcel to any of the 4,500 and counting stores currently offering the COLLECT + service, where you’ll receive proof of postage and a code to track your number online. You can find your nearest COLLECT + store by texting COLLECT and your postcode to 84555*, or at www.collectplus.co.uk/quiz.
If you are returning item(s) using Royal Mail, all steps are identical until:
5) Use the FREEPOST returns label for your convenience and ensure that you obtain Proof of Postage from the Post Office before returning.
Please note that it is your responsibility to return the items within 14 days of receipt – furthermore the goods are your responsibility until they reach our warehouse. All returns must follow the above procedure to avoid delays in processing exchanges or refunds.
Please note: All returns must follow the above procedure to avoid any delays in processing exchanges or refunds.
If you have misplaced your Free Returns label, please send your returned item(s) to the address below:
61 Hydepark Street,
For customers that do not have an online account please register by clicking on the my account link and entering your details on the right hand side. This process is very quick and simple.
* Texts from the 84555 service are free to receive, texts to the 84555 service are charged at your standard network rate.
How do I return an item(s) to one of your stores?
First, find the nearest store to you by viewing the Store Finder. Once you have located your nearest store, take the item to the store along with your Web Receipt. A Web Receipt is your proof of purchase, therefore you must ensure you bring this with you; we cannot accept any returns in store without this receipt.
PLEASE NOTE: We do not offer in store refunds on items purchased online unless the item(s) are faulty. However, you can exchange the item or receive a credit note. If the item(s) are not faulty and you wish to receive a refund you must post it back to us using the process detailed in the “how do I return an item by post?” section.
* We are unable to offer refunds or exchanges in our Concession or Franchise stores, which are clearly marked on the Store Finder. All stores outwith UK and Ireland are franchised.
What is COLLECT+?
COLLECT+ is a service that simplifies the orders and returns process for your convenience, by allowing you to receive and return items through local newsagents, shops and other services. The service is currently offered by 4,500 outlets and counting. You can find your nearest COLLECT + store by texting COLLECT and your postcode to 84555*, or at www.collectplus.co.uk/quiz.
Texts from the 84555 service are free to receive, texts to the 84555 service are charged at your standard network rate
How do I exchange for a different item?
We do not offer an exchange service online; however, you can still exchange an item by taking the item to one of our stores*. If you are not completely satisfied with the purchase you have made, you can still return the item(s) to us for a refund or credit note.
Please note that it is your responsibility to ensure that any returns are received by us within 14 days of receipt – furthermore the goods are your responsibility until they reach our warehouse. All returns must follow the procedure detailed above (How do I return an item by post?) to avoid delays in processing your refund.
* We are unable to offer any exchanges in our Concession or Franchise stores, which are clearly marked on the Store Finder. All stores outwith UK and Ireland are franchised.
Do I have to pay for returning the item?
We offer FREE returns to all UK orders. If your order has been dispatched to an address outwith the UK, unfortunately we cannot offer you a Free Returns service. Please see the Refunds Policy tab for more information.
When will I receive my refund?
We will process your refund as soon as we possibly can; please allow at least 3 working days after we receive your returned Item(s). You will receive an email confirming the refund and the original order value with the refunded amount. After you receive the refund confirmation email please allow for at least 5 working days for the money to be returned to your account.
Please note that your card issuer or bank is responsible for crediting your account, therefore we do not have any control over this timeframe. If your card has expired or has been declined we will contact you to arrange an alternative method of payment.
Have you received my return?
Once your returned order has been processed by our warehouse team, we will email to let you know.
Please allow up to 10 working days for your item to be delivered back to us. If you do not receive an email from us within this time, please contact Customer Service and we will look into this for you.
I have lost my returns note, what should I do?
If you have misplaced your returns note, you can download a copy here . Please follow the instructions at the top of the returns note and remember to include a copy of the note in your parcel that is being returned.
I have received my refund but you have not refunded the delivery charge, why is that?
Unfortunately, we do not refund the delivery charge unless the full order was received faulty or you have cancelled your order.
What should I do when returning a buy 1 get 1 free order?
Follow the returns process as normal. You will be required to return both the paid item and the item you received for free as part of the offer. If the free item has not been returned, we will contact you to return the item at your own cost. If you wish to keep the free item we will charge you the appropriate amount using the initial method of payment.
How do I get a refund on VAT?
The price we display for goods will remain the same regardless of the country of delivery. For deliveries to the EU, the price includes VAT at the rate of the country of delivery. For deliveries outside the EU (including the Channel Islands and Canary Islands), the price remains the same but VAT is not charged and customers are not entitled to any discounts or VAT refunds.
Under the Distance Selling Regulation, you have 7 working days from the day of receipt to cancel your order. Cancellation must be made in writing, either in email or letter format. Our postal address can be found below. All items must be returned to the address below at your own cost. Once we have received your return, you will be refunded the total value of the order. We cannot accept liability for any communication that has not reached us and it is your responsibility to ensure we have received your cancellation request in time.
1. BY POST
1.1 If you are not completely satisfied with the purchase you have made you can return the item or items to us within 14 days from receipt. The items must be in an unused condition. We will offer a full refund upon receipt. Unfortunately we cannot offer a refund on postage costs. The item(s) can also be exchanged for a different style or size if preferred. Some products will be non-returnable due to hygiene reasons - these items will be clearly marked on the website.
1.2 If you are returning by post you must have a Returns (RMA) number otherwise the item or items will not be accepted. Follow the procedures below to return by post:-
1.2.1 Log into your customer account and select the order or item(s) within the order you wish to return.
1.2.2 Once you have selected the item(s) and the reason for return click submit. You will be sent an email with your Retuns (RMA) number.
1.2.3 Write this number on the returns form provided and post this form along with the item(s) and web receipt to the address below:-
61 Hydepark Street,
2. TO OUR STORES
2.1 Please note that we do not offer refunds at UK stores unless the items are faulty or damaged. If you wish to receive a refund on your order you must post it back to us at the address above. Please note that we are unable to offer any refund in our Concession or Franchise stores, which are clearly marked on the Store Finder. All of our stores outwith the UK and Ireland are franchised.
2.2 If your item(s) are not faulty or damaged we are still able to offer you an exchange or credit note at any of our UK stores. You must bring your web receipt as proof of purchase. To find your nearest store please see the Store Finder. Please note that we are unable to offer any exchanges in our Concession or Franchise stores, which are clearly marked on the Store Finder. All of our stores outwith the UK and Ireland are franchised.
3. Faulty or wrong item
3.1 If you receive a faulty or damaged item and you want to return by post you must email us at RETURNS@QUIZCLOTHING.CO.UK, stating the order number and the reasons for wanting to return the item. We will also require you to advise us on whether you would like a refund or an exchange. On receipt of the email we will analyze the case and if appropriate ask you to return the item to us.
3.2 If you receive an incorrect item you must email us at RETURNS@QUIZCLOTHING.CO.UK, stating the order number and the reasons for wanting to return the item. We will also require you to advise us on whether you would like a refund or an exchange. On receipt of the email we will advise you on the next step.
4. Delivery charges
4. We offer Free returns to all UK based orders. Unfortunately, if your order was dispatched to an address outwith the UK, we can not offer you a Free returns service.
5. ALL POSTAL RETURN
5.1 To ensure that goods are received by us safely you must:-
5.1.1 wrap the item or items adequately and make sure they are sealed;
5.1.2 ensure that the correct Returns address is clearly marked on the package;
5.2.3 ensure that you get a certificate of posting from the Post Office as proof of postage. The certificate of posting is a free service available at all Post Offices.
Why are certain products only available in stores?
Some products may temporarily be out of stock and only available in our stores. Please contact Customer Service on 0845 241 5551 and we will attempt to locate your item for you. You won't always have to miss out on the items you really want.
Can I receive more information on products?
We aim to provide you with as much information on the website as we can. However if you require more information on a product, please feel free to contact Customer Service and we will do our best to assist you.
What services do Quiz offer?
Quiz is a leading high street retailer of ladies fashion. We aim to provide women with the latest styles and the funkiest trends.
Do you have high street shops?
Quiz has over 160 stand alone stores, concessions and franchise stores throughout the United Kingdom, Northern Ireland, Eire, Europe and the Middle East. To find your nearest branch please see the Store Finder.
Where are you based?
We are based in Glasgow, Scotland. For contact details please see Contact Us