Frequently Asked Questions
General Website Queries
+ How safe is your website? Can I shop with confidence?
Our website complies with industry standards through SSL (Secure Socket Layer) encryption, meaning personal information such as your name, address and password (if you have an account) are encrypted before they’re transferred from your computer to Our website. You’ll also see a padlock symbol in your browser’s address bar that shows that the website is secure. We do NOT store any payment details such as credit or debit card numbers on Our systems, and all payment processing is provided in a Secure environment by Our payment partner, Sage Pay, who conform to all PCI DSS compliance standards.
+ How do I get in touch with the Customer Services Team at Caviar Status?
Our Customer Services Team is available between 9am and 5pm, Monday to Friday (excluding Bank Holidays in England). You can send us an email to email@example.com
If your enquiry is related to an order you have placed, please make sure you include your Order Number on the email you send.
+ Do you have a newsletter that I can sign up to?
Click on the ‘Subscribe to Caviar Status News’ link at the bottom of the page to subscribe to our newsletter and to be kept up-to-date with new product launches and promotions. If later you want to stop receiving the newsletter just click on the ‘unsubscribe from the list’ link at the bottom of the emails we send you.
+ There seem to be some problems with your website.
If you’re having trouble using our website, first see if you’ve installed the latest update to your operating system, browser or other software (e.g. Java). If you’re then still experiencing issues, please send an email to our Technical Team at firstname.lastname@example.org including as much of the following information as you can:
- Your operating system (e.g. Windows 8, Mac OS X)
- The browser you’re using (e.g. Internet Explorer 9, Firefox, Safari etc.)
- The page URL you were trying to access (e.g. https://wwwcaviarstatus.com)
- The date and time that you experienced the problem
If an error message appeared on the screen, it would really help if you could take a screen shot (press the ‘Print Screen’ button (to the right of your ‘F’ keys, top right of your keyboard) then paste into the email you send us).
Browsing & Buying
+ I’d like to buy one of your items, but it’s currently out of stock. Can you let me know when it becomes available?
Yes, just contact us at email@example.com
+ Can I come to your premises and pick up my order directly from you?
Unfortunately, we don’t have the facilities for this. All orders placed on this website will be delivered to your chosen delivery address.
+ If I add something to My Shopping Cart, does that mean it is reserved?
Until you proceed to Checkout, the item will remain available for someone else to buy.
+ I added an item to My Shopping Cart but it’s now unavailable. Can you let me know when it becomes available?
Yes, just contact us at firstname.lastname@example.org.
+ I added an item to ‘My Cart’ and it’s no longer there. What’s happened?
If you have an account with us and are signed in when you add the item, then it will stay in ‘Shopping Cart’ for up to 4 weeks, but may become ‘out of stock’ during that time if the item is bought by someone else. If you aren’t signed in to your account, the item will only stay in ‘Shopping Cart’ for 1 hour.
Registering & Account
+ Do I need to create an account to buy from your website?
No, you can checkout using a guest account. However, registering with Caviar Status is a quick and simple process and has its benefits – see below.
+ What are the benefits of creating an account?
Once you’ve created an account, you can save items you’re interested in to your ‘Wishlist’, view & track order statuses, create and store shipping addresses and manage newsletter preferences and account details.
+ I’ve forgotten my password. Can you help?
Yes, we can. Click here if you’ve forgotten your password and we’ll send you an email with a link to change it.
+ How do I order from your website?
Once you’ve found the product you want to buy, simply click the ‘Add to Bag’ button. The product will then be added to your Shopping Basket: you’ll see the bag icon at the top right of the page and we’ll display the total number of products that have been added to Shopping Basket alongside this icon. You can add multiple products to ‘Shopping Basket’ during your visit(s) and once you’re ready to place your order, click on ‘Proceed to Checkout’ to start the ordering process.
If you’ve previously set up an account, then simply enter your log-in details, check your billing and delivery addresses are still correct, then proceed to payment.
If you’re a new customer, then you do not have to register with us to place an order. Just click on ‘new customer’ and complete your billing and delivery address details. If however you would like to create an account, simply tick the ‘create an account for later use’ box at the checkout. With an account you will be able to track your delivery and review previous orders.
+ How do I know that I’ve successfully placed an order?
Once you’ve been through the checkout process, you’ll see a screen that will confirm your order has been submitted and you’ll also be shown your Order Number. You will receive a confirmation email containing the same information: please check your inbox and also your junk/spam folder. Order emails will be sent from email@example.com. If you don’t receive your confirmation email, please contact our Customer Services Team.
+ Do you provide a gift-wrapping service?
Unfortunately we don’t offer a gift-wrapping service at this time.
+ How do I pay for my order?
We accept Visa, Mastercard, American Express, Visa Debit, Solo and Visa Electron cards. You can also choose to pay via PayPal. We can’t accept payment by cheque.
+ Who is responsible for the transaction through the website?
We are responsible for the website transaction. When processing a transaction you’ll be referred to Sage Pay (our payment service provider) secure payment page, which is indicated by the https at the beginning of the URL (SSL).
+ When will I be charged for my order?
You will be charged as soon as your card or PayPal transaction is authorised and completes. If we can’t complete your order, we’ll refund all sums you have paid.
In case of query, please contact us Monday to Friday, 9am to 5pm quoting your order reference number.
+ I’m having problems with making a payment. What should I do?
If you are having problems making a payment using the site, please email firstname.lastname@example.org (Monday to Friday, 9am to 5.00pm (UK time) excluding bank holidays in England). Please note, whilst we are responsible for the transaction, this is an area over which we have very little control.
+ My payment has been declined. What do I do?
The first thing to check is that you entered all of your card details correctly, and that the billing address you entered matches the address that your card issuer/PayPal holds for your account. If the problem still persists, then we recommend that you contact your card issuer/PayPal. Please note, this is an area over which we have very little control.
+ What are ‘Verified by Visa’ and MasterCard SecureCode?
These are both schemes deployed by card issuers to combat online fraud. If you’ve signed up to either Verified by Visa or MasterCard SecureCode then a form will appear after you’ve entered your card details asking you to enter the password that you have registered.
If you haven’t signed up to either scheme, but your card is eligible, then your card issuer may show you a form suggesting that you sign up. You are able to register immediately or indicate that you wish to do so at a later date. To find out more about these schemes, please visit the Verified by Visa or MasterCard SecureCode websites.
+ The payment screen has frozen. What has happened?
In a small number of instances the payment screen may freeze due to an issue in connecting to your card issuer’s page to complete the additional ‘Verified by Visa’ or ‘MasterCard SecureCode’ security checks. This is almost certainly due to the preferences set within your browser. We suggest you try to process the transaction using another browser (for example use Firefox instead of Internet Explorer).
+ I've tried to place an order but haven’t had an order confirmation email, but money has left my account. What has happened?
First check your email spam folder. The confirmation email will have been sent from email@example.com. If you still can’t see your order confirmation email, please contact our Customer Services Team who will check to see if your order has been placed on our system. If you failed to reach the order confirmation screen it’s unlikely that your order was successful. However, if money has left your account, please be assured that it will be returned by your card issuer or PayPal. We will only keep a payment once an Order Number has been issued.
+ I suspect that someone has fraudulently used my card to order from your site.
Please advise both us and your credit card company at the earliest opportunity.