• Registration
• Checkout
• Deliveries
• Orders
• Personal Details
• Products
Registering with Shorters
• Why do I need to register?
Getting you to register allows us to show you accurate stock and delivery information for your area, so you’ll only ever see items that are available to you. Also, we’ve made the process as easy as possible so it will only take you a minute.
• How do I know if you deliver to my area?
We deliver to all of mainland U.K. but just to ensure we show you the right products and delivery options we’ll ask you for your postcode when you enter the site.
If you want your goods delivered to another postcode simply click on the ‘change postcode’ button in the top right hand corner of the screen and type in the new postcode.
Alternatively you can opt to register immediately by clicking on the link on the home page or at the top of any page on the site. This way we’ll remember your details and when you visit our site again we’ll know where to set your postcode.
• Why don't you deliver to my area?
We deliver across mainland U.K. and are happy to send things anywhere in the world and we simply pass the shipping cost on directly to the customer – if you have any specific enquiries please contact one of our friendly customer service team on 0207 160 0180.
Checkout
• My credit card isn't working
Please ensure that the billing address is the address that the card is registered to.
If the problem persists there’s probably a simple solution. The best thing to do is contact your bank to ensure that there are no problems with your credit/debit card.
• Can I pay for an order with a card that's not in my name?
You can use an alternative card as long as you have the card owner's permission.
• How do I check out my order?
Simply click the 'Checkout' button on the right-hand side of the page at the top of the basket. But remember, you have to spend a minimum of£40 first.
• Why can't I check out my order?
Make sure you've spent a minimum of £40 before you try to check out an order.
Also check for any red warnings at the bottom of your basket, you may be asked to verify your age if you are purchasing alcohol or tobacco, or if there are fresh or frozen goods in your basket and you are not in one of our catchment areas you will be asked to remove it from your basket.
• How do I enter a voucher code?
Voucher codes can be entered on the first Checkout page below the shopping basket total.
• How do I add a new address to my account?
Go to ‘My Shorters Account’ at the top of the page and select the 'My Addresses' tab. Then click on the 'Add Shipping Address' button, enter your details as the boxes appear. You may also manage your other addresses in this area. Alternatively, just go through the checkout procedure and you'll have the opportunity to add a new address.
Deliveries
• What happens if I miss a delivery?
If you're not at home when your delivery arrives, your driver will try to reach you by phone. If they fail to get hold of you, they'll leave a card letting you know what time they arrived, and asking you to contact us on 0207 160 0180. Always make sure you contact us straight away.
NOTE: If you do miss a delivery, we cannot guarantee that the driver will be able to return with your order on the same day.
• How do I change a delivery?
We currently don't offer time slots (we hope to in the near future so watch this space) but if you have any specific requests please put them in the delivery notes section and we will try our best to fulfill them.
If you need an immediate answer please contact our customer service team on 0207 160 0180.
Orders
• Why is there a minimum order value of £40?
On the basis that we are trying to offer the best value, we had to set a minimum order value so that we can cover the costs of picking, packing, storing and wastage whilst continuing to keep our prices low.
• Can I place my order over the phone?
Unfortunately you cannot. In order to keep our costs down and pass the savings on to you, we are purely internet based, so all orders must be placed online.
• Where can I find my order details?
Go to ‘My Shorters Account’ at the top of the page and select the 'My Orders' tab. You will see all of your order history on this page and can select any of your previous orders for more details.
• Can I re-order a previous shop?
Simply go to ‘My Shorters Account’ at the top of the page and select the 'My Orders' tab, select the previous order you want to repeat, click on the ‘details’ button and then click the ‘re-order’ button at the bottom of the page and it will populate the basket for you - it's as easy as that.
Don’t forget that you can use the ‘Favourites’ tab on the site to store all of your staple items to save you more time.
• How do I know if I placed my order correctly?
When you've successfully completed an order, we'll show you an order confirmation page as well as sending you a confirmation email containing your order details.
Please add Shorters Club to your trusted email list to ensure we don’t end up in your spam box.
• Can I print my order from your site?
Yes, go to ‘My Shorters Account’ at the top of the page and select the 'My Orders' tab, select the order and in the top right is the option to ‘Print’ or get a ‘PDF Invoice’.
• How can I get a copy of my receipt?
If you'd like to print a receipt from a previous order, simply click on My Shorters Account’ at the top of the page and select the 'My Orders' tab, select the order and in the top right is the option to ‘Print’ or get a ‘PDF Invoice’.
• How can I get a refund for damaged or missing items?
Please check your delivery carefully on arrival and if any items are damaged or missing please make the delivery driver aware, alternatively you can refuse to accept the order.
If you do neither of these thing please contact us within 24 hours of delivery.
• Do you substitute items?
We do not do any automatic substitutions; if your item is not in stock we will contact you and offer you an equivalent substitute or a refund for the missing item.
Personal Details
• How do I update my details?
All your personal details are held in your account settings. To edit your existing details, simply sign in and click on the 'My Shorters Account' tab at the top of the page. Then select the category you wish to add to or amend, then complete the relevant fields on each page.
• How do I change my delivery details?
You can add delivery addresses to your account by going to your 'My Shorters Account' and select the 'My adresses' tab to view your current saved delivery details. Once on the page, you'll be able to add a new address or change an existing one by clicking on the relevant button or link.
Note: You must change a delivery address prior to placing your order, or your delivery will go to the old address.
• What happens if I forget my password?
Go to the homepage and click on the 'Login' link at the top of the page. You'll be taken to a separate log in page, where you need to select the 'Forgot Password?' link. You'll then be given the opportunity to request a password reminder by email, or to reset your password.
Products
• How do I find products?
There are a number of ways you can search for products:
1. By category. All the products we stock are grouped into categories. If you click on the 'Shop' tab at the top of the page, a list of categories and sub-categories will appear below it, each one representing a different group of products. After clicking the category you're looking for, you can then use the filter section at the top of the page to view specific product areas within that category.
2. Product search. You'll find a search box in the top right-hand corner of the page just above the basket. So, if you're looking for a particular product, simply type the name of the item into the product search box and click on the 'Find' button. Just to make things a bit easier the search will pull up suggestions as you type under the box.
3. Favourites. You can use this tool to add products so you can find them and add them easily next time you shop. If you click on the 'Favourites' tab at the top of the page, you can browse through and shop from a list of groceries you've added yourself.
Note: You can also search for groceries that are on offer using the 'Special Offers' tab at the top of the page.
• How do I find products that are on special offer or promotion?
We have lots of products on offer each and every week. You'll find these throughout our website, with red offer banners in the corner in almost every category.
If you want to go straight to all the offers, simply click on the 'Special Offers' tab at the top of the page. This will take you through to our dedicated 'Offers' page, where you can browse through each of the categories to see all the products we have on promotion. .
• How do I add items to my trolley?
On every product link and page there is a blue '+ add' button, simply click on it to add the corresponding item to your trolley. If you wish to add more then one of the item simple type the number in the field to the left of the '+ add' button. You can also change the amounts when the product is in your basket using the the small plus and minus buttons.
· Got a question or issue not answered here? Feel free to contact us, we'll be happy to help.