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FREQUENTLY ASKED QUESTIONS

Most popular questions

Once your order has been dispatched, you will receive an email which will contain tracking information and an estimated shipping date.

Please allow up to 5 working days for your parcel to be returned to QUIZ. Once your refund has been processed you will receive an email letting you know. Please allow 7-10 working days for this to happen once we have received your return. If you have not heard anything from us after the 7-10 working day timescale, please contact our customer service team with your order number and details of items and we can look into this for you.

If you are not completely satisfied with your purchase you can return the item(s) to us within 28 days from receipt and we will issue a full refund. This excludes the shipping charge. Some items are non-returnable due to hygiene reasons and these will be clearly marked online. This does not affect your statutory rights. 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. Please note that it is your responsibility to return the items within 28 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

HOW TO RETURN TO US

Should you need to return something to us, simply complete the Returns Note and send it back to us with the item/s (in their original condition). Please follow the steps below within 28 days of receiving your order:

  1. Next to the products listed above, select one of the reason codes against your return.
  2. You can place a new order if a replacement size, colour or alternative items are required, and return the original item/s to us for a refund.
  3. Follow this link https://quiz.intelligentreturns.net/main/landing and complete the information to create your label.
  4. Simply take this to your local USPS office, please ensure you get proof of shipping.
  5. Returns can take up to 10 working days to get back to us.
  6. It is very important to enclose this form with your parcel to enable us to process your return within 24 hours of receipt.

Unfortunately we don’t offer exchanges online right now. You can return your item to us for a refund, and then place a new order for the items of your choice.

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 and is just sitting at approved, please contact us and provide all the required information you wish to be changed. 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.

We can ask our deliver courier to leave you parcel in a specific ‘safe place’ outside your property. Sometimes this is not always possible but we will do our best to meet your requirements. if you would like us to notify our courier of your preference, please contact us.

*Please note – orders left under your instruction are left at your own risk. We are not liable to compensate orders that are damaged or lost for this reason.

Custom or Import Charges are charged once an item has arrived in the US. Unfortunately, we have no control over what these charges are, as Custom and Import charges vary from state to state.
We advise that you find out what these charges may be before you place an order.

Discount codes can't be used in conjunction with any other offer or promotion (unless otherwise stated). Only one discount code is permitted per order.

Your code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.

Expiry Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid

We are sorry to hear this. Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.

Click here to view our  US size guide

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 us and we will do our best to assist you.

QUIZ has over 160 stand-alone stores, concessions and franchise stores throughout the United Kingdom, Northern Ireland, Eire, Europe, US and the Middle East. To find your nearest branch please see the Store Finder..

What should I do if I’ve forgotten my password?
Please follow the ‘Forgotten my Password’ link when logging into your account, you will be emailed a link to reset your password. If this does not work please contact us and we will do our best to help!

How do I change my contact details?
Please log into your account, then under the ‘My Account’ tab at the top of the page, you can change your details under ‘Edit Account’.

How do I unsubscribe from your newsletters?
Please select ‘Unsubscribe’ at the bottom of our newsletters.

 

Payment

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.

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).

Payment is taken at the time of the transaction for credit/debit cards and PayPal payments.

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. If you require assistance with your order, please contact us and a member of the team will happily help.

Orders

Once your order has been dispatched, you will receive an email which will contain tracking information and an estimated shipping date.

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 and is just sitting at approved, please contact our Customer Care team and provide all the required information you wish to be changed. 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.

Once your order has been dispatched you will receive an email. If you don't receive your order in the designated shipping period, please contact us,stating your name and order number. We will investigate any issues for you and get back to you with relevant information regarding your order.

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 contact us, 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.

We do apologise for any mistakes with your order. Please contact us, we will then attempt to resolve the issue as best we can.

We do our best to ensure all products on our website are displayed as accurately as possible. If you have received a product that may seem to be a slightly different colour, shape or print, this product will not be deemed faulty.

Custom or Import Charges are charged once an item has arrived in the US. Unfortunately, we have no control over what these charges are, as Custom and Import charges vary from state to state.
We advise that you find out what these charges may be before you place an order.

Discount codes can't be used in conjunction with any other offer or promotion or in addition to any student discount you may be entitled to (unless otherwise stated). Only one discount code is permitted per order.

At the checkout you can enter your discount code into the ‘Promotion Code’ and then click ‘Apply Code’. Your discount will not be applied to shipping charges or sale items and cannot be in conjunction with any other offer.

Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the ‘Promotional Code’ box just before checkout.

Expiry date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

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 items on offer, 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.

Holiday Delivery Times*

Delivery Type Order by for Christmas Delivery Order by for NY Delivery
Standard Sunday 16th December Wednesday 19th December
Express
(If placed before 2pm)
Wednesday 19th December Thursday 20th December

* Please note: Due to the 2nd January being a bank holiday in Scotland regular delivery services will resume 3rd January.   

Delivery

SHIPPING TYPE SHIPPED IN COST
USA Standard 5-7 working days $5 (FREE on orders over $100)
USA Express 2-3 working days $15 $7 (FREE on orders over $180)

A more detailed description of each service is available below.

Standard Shipping

A standard shipping will ensure you receive the goods within 5-7 working days. The cost will be $5 (FREE on orders over $100) and a signature is required on receipt.

Please note that a Free shipping (promotion) order may not require a signature on receipt. Order tracking is also unavailable for Free shipping orders.

A working day is referred as Monday to Friday. Saturday, Sunday and Bank Holidays are not classed as working days.Please Note Any industrial strikes by our delivering partners, we cannot guarantee the shipping in the scheduled time stated by us. Please contact us for further information if required before placing an order.

Express Shipping

An Express shipping will ensure you receive the goods within 2-3 working days. The cost will be $15 $7 (FREE on orders over $180) and a signature is required on receipt. Order before midnight for Express delivery and received your order within 2-3 working days.

Yes, once your order has been dispatched, you will receive an email which will contain tracking information.

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.

Free shipping is only applied when the value of your order less the shipping charge is $100 or over. Free shipping orders are sent using our Standard service; therefore, if you have selected an alternative shipping option, your order will be dispatched using the shipping service selected. International orders are currently offered free of charge for a limited time.

Please ensure that the code used is still active. If you have processed the code and then selected another shipping option, unfortunately we are unable to refund any shipping charges incurred for this reason.

*Please note - Promotions offering free shipping are dispatched using our Standard service.

Custom or Import Charges are charged once an item has arrived in the US. Unfortunately, we have no control over what these charges are, as Custom and Import charges vary from state to state.
We advise that you find out what these charges may be before you place an order.

Most deliveries require a signature upon receipt. If no one is available to sign for the parcel, the courier/shipping company will advise you to contact them to arrange a suitable time for re-shipping or collection of the order.

We understand that you might not be at home when your parcel is delivered; therefore it can be left in a ‘safe place’ or left with a neighbour at your request.

Please be aware that any instructions left are only requests and not guaranteed. If this is not possible or you are not available, a calling card from our courier will be left which will include details of how to re-arrange shipping.

We ask that you patiently till after the estimated expected shipping day, in case of any shipping delays. If you have still not received your order after this time, please contact us, quoting your name and order number and we can look into this for you.

Returns & Refunds

If you are not completely satisfied with your purchase you can return the item(s) to us within 28 days from receipt and we will issue a full refund. This excludes the shipping charge. Some items are non-returnable due to hygiene reasons and these will be clearly marked online. This does not affect your statutory rights. 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. Please note that it is your responsibility to return the items within 28 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.

HOW TO RETURN TO US

Should you need to return something to us, simply complete the Returns Note and send it back to us with the item/s (in their original condition). Please follow the steps below within 28 days of receiving your order:

  1. Next to the products listed above, select one of the reason codes against your return.
  2. You can place a new order if a replacement size, colour or alternative items are required, and return the original item/s to us for a refund.
  3. Follow this link https://quiz.intelligentreturns.net/main/landing and complete the information to create your label.
  4. Simply take this to your local USPS office, please ensure you get proof of shipping.
  5. Returns can take up to 10 working days to get back to us.
  6. It is very important to enclose this form with your parcel to enable us to process your return within 24 hours of receipt.

Unfortunately we don't offer exchanges online right now. You can return your item to us for a refund, and then place a new order for the items of your choice.

There is a charge of $7 to the customer for returning an item. Please see the 'Refunds Policy' tab for more information.

We will process your refund as soon as we possibly can; please allow at least 7-10 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 time frame. If your card has expired or has been declined we will contact you to arrange an alternative method of payment.

If you have misplaced your returns note, please contact us and we can have a replacement one sent over to you.

Unfortunately, we do not refund the shipping charge unless the full order was received faulty or you have cancelled your 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.

Please contact us stating your order number and items that are incorrect/faulty and we will look into this for you.

Refunds Policy

Under the Distance Selling Regulation, you have 28 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 28 days from receipt. The items must be in an unused condition. We will offer a full refund upon receipt. Unfortunately for International returns, we cannot offer a refund on postage costs. Some products will be non-returnable due to hygiene reasons - these items will be clearly marked on the website.

1.2 Select the reason code relevant to the item being returned – a list of reason codes can be found on your returns note.

1.2.1 Enclose the slip in the parcel with your items, ensuring that the items are wrapped and the parcel sealed.

1.2.2 Simply take this to your local USPS office, please ensure you get proof of shipping.

2. Faulty or wrong item

2.1 If you receive a faulty or damaged item and you want to return by post contact us, 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 analyse the case and if appropriate ask you to return the item to us.

2.2 If you receive an incorrect item contact us, 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.

3. All Postal Returns

3.1 To ensure that goods are received by us safely you must:-

3.1.1 wrap the item or items adequately and make sure they are sealed;

3.1.2 Ensure that the correct Returns address is clearly marked on the package; click here to check our returns process

3.2.3 Simply take this to your local USPS office, please ensure you get proof of shipping.

 

4. Your Rights Under Consumer Regulations 2013

- If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in store) you have the right to cancel your contract within a period of 14 calendar days, beginning from the date of order and ending 14 days after the day on which you receive the goods. Please see online for further details on how to cancel contract.-

- Your refund shall include delivery charges (you will be reimbursed the standard delivery charge if you have opted for a special delivery) but excludes the products that cannot be returned for health and hygiene reasons – these are clearly marked on our website.-

- The delivery charge will not be refunded if only part of your order is cancelled or refunded.-

- For international orders we will not refund the cost of returning goods unless damaged/faulty-

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