Frequently Asked Questions
Orders
Why do I need to register to shop?
By registering, will I automatically receive marketing emails from you?
By registering, will you pass my details on to any other companies?
What do I do if I have forgotten my password?
How secure is your website?
Why has my card been declined?
What payment methods do you accept?
How long will my order take to arrive?
How much is the delivery charge?
How do I track my order?
Do I need to sign for my delivery?
What happens if you deliver whilst I am out?
Can I change the delivery address for my order?
Do you deliver overseas?
Do you deliver to the Channel Islands and off-shore islands?
What do I do if there is a problem with my delivery?
Returns & Refunds
What is your Returns policy for internet purchases?
How do I return an item to you?
I returned my order, how long will my refund take?
Do I have to pay for returns?
Product and General
Can I order items from your website that are not currently in stock?
How do I add my details to your mailing list?
How can I have my details removed from your mailing list?
Can I order a catalogue?
Why do I need to register to shop?
Registering with us helps us to make the ordering process as quick and easy as possible and allows you to keep track of your orders online.
By registering, will I automatically receive marketing emails from you?
No, not unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time.
By registering, will you pass my details on to any other companies?
No, we will not pass your details on to other companies.
What do I do if I have forgotten my password?
Should you forget your password, don't worry; simply go to mogodirect.com and click on the 'forgotten password' link and enter the email address with which you registered and we will email you your password.
How secure is your website?
As safe as it possibly can be. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.
Why has my card been declined?
Your bank will be able to let you know why your card has been declined.
What payment methods do you accept?
We accept Switch/Maestro, Visa, Visa Electron, MasterCard and Solo.
Payment can also be made by cheque or bank transfer.
To make a payment by cheque:
1. Print a copy of your basket detailing your order requirements
2. Detail your name, invoice address, delivery address and contact details (telephone number and email address)
3. Enclose with a cheque made payable to ‘Mogo Direct Ltd’ and post to: Mogo Direct Ltd, 9 Maxted Park, Maxted Road, Hemel Hempstead, Hertfordshire HP2 7EP.
We’ll contact you upon receipt of your order to confirm your requirements and arrange delivery.
For payment by bank transfer:
Please contact us to obtain our bank details.
How long will my order take to arrive?
Please allow 7-10 days for delivery, although your order will often arrive sooner.
How much is the delivery charge?
Please refer to delivery charges detailed here.
How do I track my order?
Tracking is only available for UK orders.
Just log into your account, and click on “order tracker” under my account on the left hand side of the web page. You’ll find your order status detailed here.
Do I need to sign for my delivery?
For deliveries by our parcel carrier, City Link, the driver will ask you to sign for your delivery. Alternatively, please advise of any specific delivery instructions prior to despatch of your order (eg. leave in porch, garage, back of house, with a neighbour if out).
For larger palletised deliveries, we require someone to be available at the delivery address to sign for your delivery.
What happens if you deliver whilst I am out?
If you have provided delivery instructions in advance, our couriers will leave your parcel where you have indicated. If not, the driver will leave a card indicating the time of attempted delivery. You will need to contact the carrier directly by phoning the number on the card to re-arrange delivery.
Can I change the delivery address for my order?
It is not possible to change the delivery address once your order has been despatched.
Do you deliver overseas?
Yes. Please contact us either by email or phone to advise your requirements. We will then confirm the relevant delivery charges and can process your order.
Do you deliver to the Channel Islands and off-shore islands?
Yes. Additional delivery charges apply. Please contact us by email or phone for details.
What do I do if there is a problem with my delivery?
We’re here to help with any problems. Please go the Contact page on our website and contact us either by email, phone or post.
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Returns and Refunds
What is your Returns policy for internet purchases?
You can return unused Internet purchases by emailing us within 7 days of receipt, as long as the goods are unused, unassembled, in their original packaging and in a resalable condition.
Mogo Direct reserves the right to charge a minimum handling fee of 25% of the value of the goods for items returned when orders were placed in error or not wanted. This will be deducted from any refund given.
Please note: all stage orders are made to order and are non-refundable, unless faulty.
How do I return an item to you?
Please email us at customerservices@mogodirect.co.uk within seven days of receiving your order. We will advise by return email the cost of return carriage which will be deducted from your refund (together with the original delivery charge) and a collection date on which the goods will be collected by our carrier. Please ensure the goods are ready for collection on this date in their original packaging.
I returned my order, how long will my refund take?
We will refund the price of the Goods (if a refund is applicable) to you less any deductions once the Goods have been examined and within 30 days of their collection from you by Mogo Direct. Once the refund has been processed, please allow 2-5 days for your account to be credited.
Do I have to pay for returns?
Yes. The cost of return carriage and the original cost of carriage will be deducted from your refund.
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Product and General
Can I order items from your website that are not currently in stock?
We endeavour to carry all items in stock for delivery within 7-10 days, however, occasionally some items will be out of stock. These items will still appear on the website but online order will be suspended until new stock arrives. If you are interested in an out-of-stock item please contact us and we will be happy to advise when the new stock is due to arrive and to take a back-order if you wish.
How do I add my details to your mailing list?
Click on "signup for our newsletter" on our homepage, enter your email address and click on "sign up".
How can I have my details removed from your mailing list?
Just send us an email at customerservices@mogodirect.co.uk.
Can I order a catalogue?
Yes. Just click on “Contact” and enter your details. A brochure will follow by post and/or email.
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