Frequently Asked Questions for the Concentrate Shop

Please read the FAQs below, we tried to answer all possible questions and you should be able to find an answer. However, if you can't find an answer in these FAQs, then please email to: customerqueries@concentrate.org.uk and we'll help you as soon as we can.

How do you deal with the information I enter on the website when I register?

What payment methods can I use in the online shop?

Is your online shop secure?

How much postage do you charge?

When can I expect my products after I have ordered?

What do I do if a product is out of stock?

Can I cancel an order after I have received it?

What do I do when a product has arrived broken or breaks soon after using it for the first time?

What is the address for returns?

Do I have to pay for customs?

How can I contact you?

What are your company details?

Where are you based?

How do you deal with the information I enter on the website when I register?
Concentrate knows that you care how information about you is used and shared and we appreciate your trust in us to do that carefully and sensibly. By registering with concentrate.org.uk or concentratedesign.com, you are accepting and consenting to the practices described here.

• Any information you provide when placing an order is held in the strictest confidence. When placing an order you are required to provide us with the following information: name, billing address, delivery address, email address for confirmation of the order. This information is used for delivery, billing purposes and to fulfil your order.
• Concentrate.org.uk gives you access to information about your account for the limited purpose of viewing and updating that information.
• Any personal information provided to or to be gathered by Concentrate.org.uk is controlled primarily by Concentrate Design Ltd.

What payment methods can I use to buy your products in your online shop?
All major credit and debit cards are accepted for payments.

Is your online shop secure?
For secure payments we use ePDQ Secure payment service hosted by Barclays.

How much postage do you charge?
We use Royal Mail to send out the products to you.

When can I expect my products after I have ordered?
We aim to deliver all orders within 2-7 days if the goods are in stock. Please note that dispatch estimates are just that. They are not guaranteed dispatch times and should not be relied upon as such. As we process your order, we will inform you by e-mail if any products you order turn out to be unavailable. We list availability information for products sold by us on the website, including on each product information page. If the goods you order are Out of Stock we will send the order to you as soon as the product becomes available again. If we cannot source your item we will contact you to inform you. Beyond what we say on that page or otherwise on the website, we cannot be more specific about availability.

What do I do if a product is out of stock?
When a product is out of stock, we say this on the website where you would buy a product. If you would like to buy a product that is out of stock, you can wait with your order until the product is in stock again or you can order and we'll send the products to you once they are in stock again.

Can I cancel an order after I have received it?
If for any reason you are not happy with your purchase after receiving the item, you can cancel the order and return your purchase to us within 7 days of the date you received the item. The item needs to be in its original unused condition and packaging, with any labels intact, then we will issue a full refund for the price you paid for the item. Please note, we cannot refund the postage and you will have to pay for the return postage. Please post the product to: Techneopro Ltd, Unit 6 B, Restormel Industrial Est, Lostwithiel, Cornwall. PL22 0HG and additionally send an email to cancellation@concentrate.org.uk with your order ID and the product you would like to return and the reason for the return. We will refund the full amount once we have received the item and we checked its condition.

What do I do when a product has arrived broken or breaks soon after using it for the first time?
Please check the goods on delivery and ensure that they are supplied correctly. If any of the goods prove to be defect, please take a picture of them* that shows the defect and send the picture together with your order ID and address to: replacements@concentrate.org.uk. When we checked the defect of the product, we will send you a replacement without that you have to pay extra postage. Once you have received the replacement, please recycle the defect product or put it into the appropriate bin.

* with a digital camera or a mobile phone, if you aren't able to take a picture and email the picture to us, please send the product to: Techneopro Ltd, Unit 6 B, Restormel Industrial Est, Lostwithiel, Cornwall. PL22 0HG. Please note, we cannot refund the postage and you will have to pay for the return postage.

What is the address for returns?
Techneopro Ltd, Unit 6 B, Restormel Industrial Est, Lostwithiel, Cornwall. PL22 0HG

Do I have to pay for customs?
When ordering goods from Concentrate.org.uk for delivery overseas you may be subject to import duties and taxes, which are levied once the package reaches the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Concentrate.org.uk, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers and customers dispatching products internationally to be aware that cross-border deliveries are subject to opening and inspection by customs authorities.

How can I contact you?
Please contact us using the right email address for your queries:

Product replacement (if any of your products is defect, please read the section 'Returns & Refunds' before emailing): replacements@concentrate.org.uk

Cancellation of an order (if you decide for any reason to cancel the order, please read the paragraph about 'Cancellation' above before emailing): cancellation@concentrate.org.uk

Any other customer queries: Please read our other sections 'Returns & Refunds', 'Shipping', Privacy Notice' first, we tried to answer all possible questions and you should be able to find an answer.

Retailer queries: Please read our Retailer FAQs first, we tried to answer all possible questions and you should be able to find an answer. However, if you can't find an answer in the Retailer FAQs, then please email to: retailqueries@concentrate.org.uk and we'll help you as soon as we can.

Information about retail prices: To receive retail price information, please fill in the retail price request form and you will automatically receive price information to your email inbox.

What are your company details?
Concentrate Design Ltd, Registered in England & Wales, Company No. 5095621. Our Registered Office is 92 Cromer Street, London, WC1H 8DD

Where are you based?
Concentrate Design Ltd.
Studio 1
128 Hoxton Street
London
N1 6SH
United Kingdom
+44 (0)207 012 1715

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