FAQs

DELIVERY INFORMATION

Can I have my parcel delivered to a different address?
How is my parcel delivered?
How long will delivery take?
Can I track my parcel?
Is there an express or next day delivery service?
Can I send parcels overseas?
Do I have to sign for the parcel?
Can I request a safe place for the parcel to be left?
What happens if I’m out when my parcel is delivered?
What do I do if I don’t receive my parcel?

RETURNS INFORMATION

How long does it take for a return to be processed?
How do I return a parcel?
How much will it cost to return an item(s)?
Why do I have to pay to return an item?
How long do I have to return an item?
What happens if I receive a faulty item?
What happens if I received the wrong item?
The image looks different to the product I received.
Can I do an immediate replacement?
What happens if an item is missing from my parcel?

SEARCHING

How do I search?
How do I check stock?
How do I choose the size of a product?
Can I search by size?
How do I check the size of a product?
Where are the Product Size Charts?
Can I search by Catalogue Code?

HOW TO ORDER

How do I add an item to the shopping basket?
How do I remove an item from the shopping basket?
Can I order multiple items?
Can I reserve stock over the website?
The item I wanted is out of stock
Where can I find more information about a product?
How do I order?
Can I add an item once the order has been completed?

SIGNING IN

Do I need to sign up?
This is the first time I have ordered
Do I need a password to Log in?
I can’t remember my password?
How do I change my password?

PAYMENT QUERIES

Which credit cards can I use?
How long does it take to charge the card?
What are the delivery charges?
Can I pay by cheque online?
Do I have to order over the website?
Is the site secure?
I have placed an order but not received a confirmation email.
Can I cancel an order?
Are the any other payment options?
I have a Promotion Code, where do I enter it?

FURTHER INFORMATION

Will you increase your prices in line with the VAT increase on January 1st 2010
Do the prices advertised include VAT?
Why are the products so cheap?
Why is there no image for a product?
Why do some prices differ compared to those in the catalogue?
How often is the website updated?
The pages don’t match those in the catalogue.
How quickly do you restock sold out sizes?
What are the Shopper Discount and rewards
Do if I get a discount for bulk purchases?

DELIVERY INFORMATION

Can I have my parcel delivered to a different address?

Yes, just fill in the delivery address which is the first screen you will see when you have Signed In.

Please be aware that if you wish your parcel to be delivered to an alternative address we may have to undertake some additional security checks in order to prevent card fraud so your order may be delayed slightly.

How is my parcel delivered?

Your parcel will be delivered direct to your door by a courier. For our standard parcel service in the UK and Northern Ireland we use Hermes and for Channel Islands we use Interlink Express who we also use for our express delivery service.

How long will delivery take?

With our standard delivery service we aim to deliver your order within 3 - 5 working days (UK Mainland Only). However, please wait for 7 working days before contacting our Customer Services. For non UK Mainland addresses your parcel will be delivered within 7 working days. If you are a BFPO customer, we will deliver your parcel to British Forces Post Office within 3-5 working days, please then allow up to 20 days for your order to reach your base.

Can I track my parcel?

We will only track your parcel if it has not arrived within the specified delivery period. To do so please email our Customer Services at: customerservices@mandmdirect.com who will email you back with an order update.

Is there an express or next day delivery service?

For our UK Mainland customers we offer an express delivery service with Interlink Express which is an extra £2.92 on top of your standard delivery charge (Total £6.84).

Orders must be placed by Noon Monday to Thursday to be delivered the following day. Orders placed on a Thursday after Noon and Friday before Noon will be delivered on Monday. Orders placed on a Friday after Noon, Saturday or Sunday will be delivered on a Tuesday.

Interlink will also email you to say your parcel is on its way and if you have entered your mobile number when ordering they will send you a text on the morning of delivery.

You can alter the delivery method in your shopping basket. Click on the Shipping drop down menu and you can select your preferred delivery method. This will then automatically update the basket.

Can I send parcels overseas?

We now deliver to Germany, The Netherlands, Belgium, Luxembourg, Eire, France and Monaco. To deliver to these countries, simply select € Euro currency on the home page. For any other country, we will not be able to process your order via our website but our Customer Services department will assist you over the telephone. Please call +44 (0)1568 61 95 21 - Calls will be charged at your international rate.

Your postage charge will cost you the same regardless of the number of items you order.

Do I have to sign for the parcel?

The couriers we use are signature based and so will require someone to be there upon delivery but you can request parcel to be left with a neighbour. If you are not there when the parcel is delivered the courier will leave a card and you can get in contact with them to arrange a suitable delivery time.

Can I request a safe place for the parcel to be left?

Unfortunately we do not offer this option so if a neighbour cannot sign then please use an alternative address where someone will be able to sign.

What happens if I’m out when my parcel is delivered?

The courier will attempt to leave your parcel with a neighbour or they will leave you a calling card so you can re-arrange delivery at a time to suit you. Please remember that you can give instructions online to leave with a neighbour. You cannot instruct courier to leave parcel on or about your property.

What do I do if I don’t receive my parcel?

For our standard delivery service please allow 3-5 working days to deliver your parcel before making any enquiries. However if your parcel has not arrived after 7 working days, or your express delivery has not arrived, then contact our Customer Service Department by emailing us at customerservices@mandmdirect.com or telephoning 0871 200 5000 between 9am-10pm Mon-Fri and, 9am-7pm Sat-Sun.

Back to top

RETURNS INFORMATION

How long does it take for a return to be processed?

We aim to process a return within 24 hours of receipt and once it has been processed we will send confirmation. – Please allow 14 days to receive your refund or exchange.

How do I return a parcel?

If you wish to return a parcel please complete the returns slip on your delivery note clearly stating which item you are returning and the action you would like us to take.

If you request a refund then the amount paid will go back onto your original payment card.

If you request an exchange please indicate which size you require or alternatively, if you are choosing a different item, please advise the product code and size required. Please note if the exchange item is cheaper in price then we will automatically refund the difference, however if the item is more expensive then we will contact you for payment authorisation.

If you have mislaid your delivery note simply enclose a covering letter with your name and full address together with your requirements.

M and M Direct does NOT have a free collection service for returns, therefore take your parcel to the post office and request the standard parcel delivery service. However, we will happily refund your postage if the item you are returning is faulty or incorrectly sent.

M and M Direct cannot be held responsible for any returns parcels lost in the post, therefore keep your receipt as proof of postage.

The Returns address is:
M and M Direct
Returns Department
PO Box 6
Leominster
Herefordshire
HR6 0YH

How much will it cost to return an item(s)?

As previously stated we do not offer a free returns service so all returns should be sent via the post office. The price is dependant on the weight of the goods. Please note, we do not charge delivery for any exchange items being sent out to you.

M and M Direct does not have a free collection service for returns, therefore take your parcel to the post office and request the standard parcel delivery service. However, we will happily refund your postage if the item you are returning is faulty or incorrectly sent

Why do I have to pay to return an item?

This is because if M and M Direct were to offer a free returns service we would have to increase our prices to absorb the costs. We believe in giving you the lowest possible prices. If however, your item arrives faulty or is wrong we will refund any return costs to you.

How long do I have to return an item?

You have until 31st January 2010 to return an item.

What happens if I receive a faulty item?

If you receive an item that is faulty then send it back to us and we can either send you a replacement or a full refund. We will also refund any P&P charges you paid to send the faulty item back upon receipt.

What happens if I received the wrong item?

If you receive the wrong item then send it back to us and we will replace it with the correct item. We will also refund any P&P charges you paid to send the faulty item back upon receipt.

The image looks different to the product I received

All the images on our website are as accurate as possible to the products. However, due to the differences in monitors and systems used by our customers, colours and shades may not be 'exact' to the true product.

Can I do an immediate replacement?

Yes. We can send out a replacement item to you on free standard delivery but we will have to charge you for the replacement before we can send it out and then it will just be a case of refunding the returned item once we get it back from you.

To request an immediate replacement please call our Customer Services on: 0871 200 5000

What happens if an item is missing from my parcel?

If an item is missing from your parcel the get in contact with our Customer Services on: 0871 200 5000 or email on: customerservices@mandmdirect.com. We will then arrange for the item to be sent again.

Back to top

SEARCHING

How do I search?

You can navigate our website by either using the search facility, Mens, Womens, Boys, Girls, New or Sale icons at the top of the screen or by using the Product Search facility.

E.g. If you want to search for Reebok trainers

• Click on the Mens category in the Gender option.
• Click on the Brands option and select Reebok.
• Click on the Product Types option and select Trainers.
• You can then narrow down this search by price.

How do I check stock?

You can check stock availability by clicking on the Select Size drop down menu for the item you're interested in. A list of all available sizes is displayed on screen below the image. Stock levels for all products are updated daily.

How do I choose the size of a product?

All sizes available are displayed under the product image under the Select Size drop down menu. If the size you want is in stock, select the size and then click on the Buy Now button. You will automatically be taken to your Shopping Basket where you can see that your product has been added.

Can I search by size?

Yes, starting from the home page choose which gender you are look for then this will give you further search options on the left hand side of the screen – Narrow your search.

E.g. If you are looking for Size 7 Womens Trainers.

• Click on the Womens category in the Gender option
• Click on the Sizes drop down menu
• Select Footwear Sizes (a)
• Click on the Sizes drop down menu again and it will display all sizes available, in this case Size 7 which once selected will display all the Womens footwear in that size. (b)

(a)(b)

How do I check the size of a product?

Some brands will vary their size listings with some choosing to list products in European sizes. We have a Size Chart which has a number of conversions in order to make shopping with us easier. To access, simply click on Size Charts at the bottom of the page which is listed under the Customer Services Menu

If an item appears to be out of stock then we will provide you with a number of alternative items on the right hand side of the screen in order to make your shopping experience easier.

Where are the Product Size Charts?

To view the Size Charts at any time simply click on Size Charts at the bottom of the page which is listed under the Customer Services Menu.

Can I search by Catalogue Code?

Yes, if you have a catalogue and you wish to search online for the item simply enter the code into the search bar which will then bring up the item.

Back to top

HOW TO ORDER

How do I add an item to the shopping basket?

Once you have selected your chosen size click on the Buy Now button which will then display the item in your shopping basket.

How do I remove an item from the shopping basket?

By using the trash can image to the right of the description of the item. Simply click on the icon and it will remove the item and automatically update the shopping basket.

Alternatively you can change the number in the basket to the required amount and then click on update.

Can I order multiple items?

Yes, by going to your basket and changing the quantity number to what you require. You can then re-calculate your order by clicking (Update) which is underneath the quantity box.

Can I reserve stock over the website?

We can't reserve any stock. All of our products are on a 'first come, first serve' basis. Please remember stock sells fast so once it's gone it's gone!

The item I wanted is out of stock

Please remember we are an end of line retailer so many items will not be restocked, once it’s gone, it’s gone.

Where can I find more information about a product?

Clicking on the image of any picture will take you through to the details page for that item which will display all the information we have available along with any other product images.

How do I order?

To order a product from our website, browse the site for products of interest. Underneath each product you will have the option of selecting a size and adding it to your Shopping Basket by clicking the Buy Now button. Adding a product to your Shopping Basket does not commit you to buying it - you can easily remove it later.

Once you are happy with your selection of products in your basket, click on the Go to Checkout button to proceed with your order. Here you will enter our Secure Server - all information entered by yourself will be transmitted in an encrypted format, which can only be read by M and M Direct.

Can I add an item once the order has been completed?

Because we aim to dispatch your order as quickly as possible to you we are unable to add any items to your order once it has been completed.

Back to top

Signing In

Do I need to sign up?

Yes. The checkout process is split into 3 different sections for ease of use,

For us to process an order you will need to sign up as a customer. If when doing so you are worried about your personal information being passed on, Eg: receiving junk mail from 3rd parties then there is an option in the Delivery section where you can stop this by ticking the boxes at the bottom of the page.

Do I need a password to Log in?

Yes, each time you order with us you will be required to enter your email address and your password. If you’ve not ordered with us before you’ll be able to set one up.

I can’t remember my password?

If you’ve forgotten your password click on Forgot your password? This will then prompt you to enter your email address which will then automatically send you your password to that email account.

How do I change my password?

You are now able to change your password on the Cardholder Address and Payment screen. The prompt is underneath the Cardholder Address section.

This is the first time I have ordered

If you haven’t ordered from us before then setting yourself up as a customer could not be easier. Once you have chosen your items and clicked on the Go to Checkout button a screen will appear which if you enter your information on the right hand side of the screen – New Customers - will set you up as a customer.

Please note you will be asked to enter a password so make a note of it somewhere so you don’t have any trouble logging in when you return.

Back to top

PAYMENT QUERIES

Which credit cards can I use?

Payment can be made by using, Maestro, Switch, Visa, Visa Electron, Debit, Solo or MasterCard. We can only accept payment by cheque and postal order through the post. Please note that we don't accept American Express cards.

How long does it take to charge the card?

The authorisation of the card takes place immediately and sets aside an amount but doesn’t actually charge but will affect your available balance. We only actually charge your card once the items have been dispatched from the warehouse. The charge can take up to 3 working days depending on your card issuer.

What are the delivery charges?

UK and BFPO’s £3.90
Channel Islands £5.99
Express Delivery (UK Mainland only) £6.84

Please note. Standard delivery is free over £100 – UK Mainland & BFPO Only

Can I pay by cheque online?

Unfortunately, we don't accept cheques over our website. However, cheques can be sent to us by post. Please complete the order form and send us your cheque. Please send them to M and M Direct, Clinton Road, Leominster, UK, HR6 0SP

If we encounter any problems with cheque authorisation they will be passed onto our Cheque Authorisation Service on 0870 240 4222 and they will verify your details.

Do I have to order over the website?

Ordering over our site is fast, easy and safe. Every item featured in our catalogues is here on the site. If you are still hesitant, you can order goods by phone, fax or by post. Sales Team: 0844 800 8383

Is the site secure?

M and M Direct uses industry standard software that encrypts all your personal information preventing it from being accessed or read by any third party. We do not disclose your details to any third party unless it is necessary to fulfill your order, or unless you have unticked the box to give your permission to receive mailings from selected third parties. Click here to view our Security & Privacy Policy. We are also an ISIS accredited retailer.

I have placed an order but not received a confirmation email

Once your order is completed you will receive a confirmation email. If you don’t receive one after 15 minutes then there may be a problem so please get in contact with our Customer Services by email customerservices@mandmdirect.com

Can I cancel an order?

At present we aim to dispatch your parcel within 24 hours of receipt of your order but it can sometimes be as quick as 1 hour. Please contact us as soon as possible if you want your order cancelled. If your order has been dispatched, please return the goods back to us and we will either refund or exchange your order, depending on your wishes

Are the any other payment options?

We do not offer a buy now pay later scheme and at this time we are not set up for Paypal or Gift Vouchers.

I have a Promotion Code, where do I enter it?

If you have one of our Promotion Codes then you have the option to enter this just before you enter your card details on the Payment Screen.

Back to top

FURTHER INFORMATION

Will you increase your prices in line with the VAT increase on January 1st 2010

M and M Direct will not increase our customer pricing until 12th Jan 2010.

Do the prices advertised include VAT?

All prices shown on the M and M Direct website are inclusive of VAT. If you place an order from a VAT free area such as the Channel Islands, the VAT will be deducted after you place your order.

Why are the products so cheap?

Our purchasing power is solely down to the size of our customer base and the relationships we have built over the last 20 years. There is no middleman and there is no catch - just quality branded products at amazing prices!

Why is there no image for a product?

When we add a current catalogue to our site, we try to ensure that all product images are loaded on to the site. However, in the case of missing images, please inform us straight away by e-mailing feedback@mandmdirect.com

Why do some prices differ compared to those in the catalogue?

In some cases, the price advertised on our website is different to that in the catalogue due to the fact they have been reduced or have been included in our special offers.

How often is the website updated?

We are constantly updating our site to include the latest on-line technology. Also, whenever a change happens in a catalogue, we change our site too. This ensures that our product database is never behind in anyway.

The pages don’t match those in the catalogue

The website is a separate entity to that of the catalogue so products will be listed differently. Everything that is listed in the catalogue will be on the website and there are also some products on the website that are only available online.

How quickly do you restock sold out sizes?

M and M Direct are an end of the line retailer so, ‘once it’s gone, it’s gone.’ If you’re looking for a bargain get in there quick!

What are the Shopper Discount and rewards?

Shopper Discounts & Rewards is an online shopping savings programme, offering members great cash rebates at hundreds of well known online retailers, so that you can save every time you shop.. MandMdirect.com is affiliated to Shopper Discount and Rewards, which is a scheme that requires a subscription after the first free month but the gives shopping rewards at over 300 retailers

The scheme is optional and can be cancelled at any time via email or telephone. Whilst MandMDirect.com do not operate this scheme the rewards are redeemable on future MandMdirect.com purchases via Shoppers Discount & Rewards

For more information and detailed FAQ’s on Shopper Discounts & Rewards visit:

•Shopper Discounts & Rewards home page
•Shopper Discounts & Rewards FAQ’s

Contact Details
Phone (free phone): 0808 234 1539 Mon-Fri 8 AM – 8 PM Sat 9 AM – 4 PM
Email:customerservice@shopperdiscountsandrewards.co.uk

Do if I get a discount for bulk purchases?

We do not offer any discount for bulk purchases.

Back to top