frequently asked questions

Frequently asked questions

Here you will find the answers to our most frequently asked questions. Simply click on any of the questions below to see the response.

contact

general enquiries

technical

my orders

delivery

payment processing

buying a gift voucher

redeeming a gift voucher

refunds and returns

contact

How can I contact you?

If you have a question about any products or orders you have made on the site
please contact us on our ‘contact us’ page  and let us know if you would prefer an email response or a telephone call.

For other enquiries, please click here.

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Who do I contact if I have a question about my order?

If you wish to enquire about an order you have already made, please  use our ‘contact us’ page.

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general enquiries

How does originalerie.com work?

Everything you see or buy on originalerie.com comes direct from our  small, creative Canadian company that sources, designs,and  makes  it.

Once your order has been placed,  we will email you to confirm that your order has been accepted and again when your items are on their way to you.

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How do I find things on the site?

We've made it easy for you to find exactly what you're looking for with our browse and search facilities.

If you're looking for a specific item, why not use the search bar at the top of any page on the site? Simply enter your search term and click search

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Why do I need to create an account with originalerie.com?

It not is necessary to create an account in order to make a purchase with us. However, creating an account allows you to store addresses to save time in the future, track the status of your order, and to receive emails about offers,discounts and events.

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Why do you need my email address to process my order? And what is it used for?

Legislation requires us to ensure that if you make an order on originalerie.com, you are kept up-to-date on the order process and informed of any transactions/orders that you make. In order to do this, we need an email address. We never pass on your email address to any third party so your security is guaranteed.

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I have a specific question about a product. What should I do?

If you have a specific question about any product offered through originalerie.com, you can use the 'contact us’  page.

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How long will delivery take?

Delivery times vary according to where the package is being sent. Delivery information can be provided at time of purchase.

If you want to make sure a product can be delivered in time before you make your order, click on the ‘contact us’page and ask us directly.

Please see our delivery policy for more information.

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Is your site secure?

At originalerie.com, we ensure that we offer all our customers the highest level of security possible on all orders. We are verified daily by McAfee Secure, certified as providing the highest level of protection for customers. Customers have the option of paying via Realex, an industry certified secure and encrypted payment gateway, which incorporates the Verified by Visa and MasterCard SecureCode processes; or PayPal, an industry leading alternative payments provider that offers 24-hour monitoring and advanced encryption. Both options support our already high levels of fraud screening. originalerie.com is one of a number of stores providing this added security for customers to give you peace of mind when shopping online..

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technical

My basket keeps emptying. How can I stop this?

We are sorry you are having trouble keeping items in your basket. It may be an issue with the cookies on your browser – they may not be enabled or may need deleting. Cookies allow our site to remember what you have added to your basket. To delete your cookies, please go to your browser settings and select 'delete cookies/history'. To enable cookies, please go to your browser settings and select 'enable cookies' for originalerie.com. 

Alternatively it may be that JavaScript is not running. To enable it, please follow the steps appropriate to your browser from this link: www.enable-javascript.com.

If you are still having trouble, we find that Google Chrome works best with our site. Please do get in touch if you keep having problems with this.

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my orders

I received a message saying that my payment needs verifying. Has my order been successful?

Yes it has. However, we will be in contact to verify your payment details before the order can be fully processed.

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How can I track my order?

If you have an account with us, you can track your orders by logging in and clicking on the 'my orders' link in the 'my originalerie.com' tab at the top of any page on the site.

If you don't have an account with us, unfortunately it isn't possible to track the status of your order. However, if you have any questions regarding your order, please contact the seller in the first instance using the contact link in your order confirmation email.

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Can I see my purchase history?

If you have an account with us, simply log in and click on the 'my orders' link in the 'my originalerie.com' tab at the top of any page on the site to see a list of all the orders you have placed with originalerie.com. Unfortunately, it isn't possible to add orders to an account that was created after the order was placed.

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I've forgotten my password. What do I do?

Simply click on the 'forgotten password' link from the sign in page. This will explain how to reset your password.

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delivery

How long will my order take?

Please refer to originalerie.com's delivery policy for more information.

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Can I get next day delivery?

Please refer to originalerie.com's delivery policy for more information.

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How do I arrange next day delivery?

Next day delivery is an option for our stocked items only. Personalized items are all made by special order and take time to manufacture by various people..

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How much do you charge for delivery?

Please refer to originalerie.com's delivery policy for more information.

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payment processing

What payment methods do you accept?

originalerie.com accepts the following payment methods:

 

Please note that while originalerie.com endeavours to have all of the following payment methods available at all times, this cannot be guaranteed. Please review the payment methods available at the checkout for a complete list of options available to you at the time of purchase.

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Why does my payment need to be verified when paying with credit or debit card?

This is a simple security procedure put in place by your bank, card issuer or payment service provider to insure against internet fraud. It really is nothing to worry about as it is there to protect you. You simply need to enter the required details. If you have not yet registered your card for this security check, you will be prompted to do so. If you have any further questions regarding either Mastercard Securecode or Verified by Visa, please get in touch with your bank or card issuer. Click here for more information

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buying a gift voucher

Are physical gift cards available or only electronic gift vouchers?

Gift vouchers are only available in electronic format. You can choose to send a gift voucher by email direct to the recipient - simply enter their email address when prompted - or choose to have a PDF of the gift voucher emailed to yourself for printing at home to give to the recipient in person.

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Do gift vouchers have an expiry date?

All gift vouchers are valid for 12 months from the date of issue (not the date they are given to the recipient). The expiry date is clearly marked on each voucher. If vouchers are not used before the 12 month period expires, the funds on the gift voucher will be lost and will not be redeemable.

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Does the recipient of the gift voucher need to have an email address?

Yes, all customers need to have an email address in order to make a purchase on originalerie.com.

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Can I buy a gift voucher with another voucher?

No, we don't allow the purchase of gift vouchers with gift vouchers. Gift vouchers can only be purchased using a debit or credit card.

Please note, gift vouchers aren't currently available on our mobile website. To purchase a gift voucher from a mobile device, please use the full website

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redeeming a gift voucher

My gift voucher code isn't working

Gift voucher codes are case sensitive so please check and try again. Alternatively, you can contact us at https://www.originalerie.com/contacts

Please note, gift vouchers can't currently be redeemed on our mobile website. To redeem a gift voucher from a mobile device, please use the full website.

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What happens if I lose my gift voucher?

Please contact the person who gave you the voucher and ask them to reissue you with the voucher code. If they have an account on originalerie.com, they can find the voucher code under the 'my orders' section of their account.

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Can I give my gift voucher to someone else?

Yes (if you really want to!). Anyone can use a gift voucher on originalerie.com provided they have a valid voucher code.

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Can I use more than one gift voucher in a single transaction?

Yes - you will have the option of adding a series of voucher codes if necessary. You can also add a combination of one or more gift vouchers and a credit/debit card payment. Unfortunately, you cannot add a combination of one or more gift vouchers and a PayPal payment.

Please note, gift vouchers can't currently be redeemed on our mobile website. To redeem a gift voucher from a mobile device, please use the full website.

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Can I use my gift voucher as part payment towards an order alongside a credit/debit card?

Yes, you can. You will need to apply the voucher code first, followed by your credit/debit card details for the outstanding balance.

Please note, gift vouchers can't currently be redeemed on our mobile website. To redeem a gift voucher from a mobile device, please use the full website.

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How can I check how much money I have on my originalerie.com account?

You can check how much money you have on your originalerie.com account by clicking on 'my funds' under your account area on originalerie.com.

Please note, this feature isn't currently available on our mobile website. To check your originalerie.com account funds from a mobile device, please use the full website and follow the instructions above.

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Can I return an item I purchased with a gift voucher?

Yes, you can. Please see our standard returns policy for more information.

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If I paid for an order with a gift voucher and now want a refund, how will my payment be returned?

Refunds will be made by the same method with which they were originally paid. If you paid the full amount with a gift voucher, the refund will be credited to your originalerie.com account to be used towards your next purchase with us. If you paid with a combination of gift voucher and credit/debit card, your payment card will be refunded first (up to the amount originally taken), and the remainder will be refunded to your originalerie.com account to be used towards your next purchase with us.

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refunds & returns

What is your returns policy?

For originalerie.com's returns guidelines, please click here.  Not all products are returnable, so please do read originalerie.com's guidelines before making your order.

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How do I return my order?

To view originalerie.com's returns guidelines in full, please click here.

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Who do I return my order to?

Always return your item to the returns address given by Originalerie.

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How long do I have to return it?

You  will have 7 days to return an order if the return is approved by Originalerie.com

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Will postage costs be reimbursed?

The costs of return postage will be at your expense unless the goods are faulty.

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When will I be refunded?

Refunds or exchanges will be made to you within 28 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in originalerie.com's returns guidelines.

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If you haven't found the answer to your query, please get in touch.