Frequently asked questions (FAQs)
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HOW DO I PLACE AN ORDER?
Shopping at Antidote Street is simple and efficient.
- Use the WOMEN or MEN links to navigate either ‘By Category’ or ‘By Brand’ to select your desired product
- Choose product quantity or size and 'ADD TO CART' on the product page
- Review your shopping cart by clicking ‘SHOPPING CART’ on the top right hand corner of the page
- Click ‘CHECKOUT' to complete your order
CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?
Absolutely! Before your purchases have been packed for dispatch, we can cancel or amend your order. Please drop us a line on firstname.lastname@example.org and we will respond as soon as we can.
I HAVEN’T RECEIVED A CONFIRMATION EMAIL
Not to worry, please drop us a line on email@example.com and we will be sure to confirm your order status
DO I NEED TO REGISTER TO SHOP?
You can still get stocked up on Antidote Street without any need for registration. However, we encourage you to register first to ensure we can provide you with the best and most efficient service – e.g. tracking your orders, managing any returns or exchanges as well as access to our slick repeat purchase functionality
I HAVE FORGOTTEN MY PASSWORD. WHAT DO I NEED TO DO?
To reset your password, select the 'Forgotten password' link on the login page and follow the instructions
IS IT SAFE TO ORDER ONLINE?
We know that security is of utmost concern to you. For this reason, we use 128-bit SSL – sophisticated security software to encrypt all your critically sensitive information, including credit or debit card details to ensure that your information is truly secure whilst completing a transaction.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, Maestro, Solo and Delta. All payments are processed through a secure checkout system provided by PayPal Pro UK. We do not accept American Express at this time.
IS MY PERSONAL INFORMATION KEPT PRIVATE?
We promise to respect your privacy. Your personal information is held securely, kept private and confidential. We will never share it with any third party organisations
CAN I CHANGE MY DELIVERY ADDRESS
Your delivery address can be changed easily. Simply log in to your account and change as desired.
WHAT SHOULD I DO IF THE PRODUCT I WANT IS OUT OF STOCK?
If you find an item that you want which is out of stock, please drop us a line on firstname.lastname@example.org and we will order it for you.
MY ORDER DID NOT GO THROUGH BUT I HAVE BEEN CHARGED
Please get in touch with us on email@example.com and we will resolve this for you very quickly.
HOW DO I TRACK MY ORDER?
Once we have dispatched your order, you will receive an email confirming your order. As we want to keep costs low for you, we do not offer a tracking service at present. This might change in future. In the mean time, if you feel like you would like for your order to be tracked, please drop us a line on firstname.lastname@example.org and we will be happy to accommodate you.
HOW LONG WILL DELIVERY TAKE AND HOW MUCH DOES IT COST?
We offer standard shipping for all deliveries in the UK. This takes 2-3 business days. We are also accommodating of international orders at an extra cost. Please drop us a line on email@example.com and we will be happy to support you.
WHAT HAPPENS IF ANTIDOTE STREET ARE UNABLE TO DELIVER MY PARCEL?
When your parcel arrives, it may need to be signed for, therefore, it’s best to make sure someone will be in when it’s due to be delivered. If our courier is unable to get an answer, they will leave a card confirming they will either attempt to redeliver, have left your parcel with a neighbour or in a safe place.Ã¢â‚¬Â¨
WHAT IS REPEAT PURCHASE?
We know that sometimes life can get pretty busy. For this reason, we really want to cut the faff associated with accessing your hair and skin care products. Our unique repeat functionality sends you a reminder when we think your regular products (e.g. shampoo & conditioners) are likely to have finished and enables you to place a repeat order instantly.
At Antidote Street, we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. Returning or exchanging an item is easy with Antidote Street. You have 14 business days from the receipt of order to decide whether to keep your items. To return, please send back to the Antidote Street warehouse, with a copy of your order confirmation. Products must be returned unused and unopened, in the same condition as originally issued by Antidote Street. Please refer to our Returns Policy for more information.
Your refund will be issued to the original credit or debit card used to place the order. Please note that it can take up to 3 – 5 business days for the refund to appear in your account.
You have 14 business days from receipt of order to request a refund. In order to authorise your returns, products must be in a saleable condition i.e. unused, unopened and in the same condition as they were originally fulfilled from Antidote Street.
If a product has been damaged in transit please inform us within 7 business days of order receipt to arrange a replacement or a refund and return of item by second class post. In such a scenario, we will refund the postage cost of returning the item and any replacement will be sent with no further shipping charges.
For products Items returned to us due to incorrect delivery address supplied by the customer or failure by customer to collect parcel will be issued a refund for the cost of products only.
We do not offer any refunds on clearance or sale items.