Customer FAQs

Order questions

Delivery questions

Product guarantee and returns questions

General questions

Order questions

1. How do I order?
You can order:

• Online here at QVCUK.com
• With your remote control via our interactive service QVC Active on Sky or Virgin TV
• Via our automated touch-tone telephone ordering system QCut on freephone 0800 52 42 32
• By using QVC Mobile on your mobile phone - text 'mobile' to 80782 for a link
• By speaking to a member of our call centre team on freephone 0800 50 40 30

Details you'll need:

• Your product's six-digit item number or the name of the product (Not sure? Try doing a search on QVCUK.com)
• Your QVC membership number and PIN
• Payment details

Not a QVC member? Don't worry, it's free and easy to join. Just fill in our membership form either online, through QVC Active on Virgin TV, or call our call centre team on freephone 0800 50 40 30.

Ordering online? Click on the 'Add to Shopping Cart' button on the product page, and follow the order form instructions. You'll be issued with a unique reference number that will help you track your order at any time using the services in My Account.

2. How can I pay for my products?
By credit or debit card: You can pay for your items with most major credit/debit cards.

By cheque or postal order: We also accept payment by cheque postal order or Alliance and Leicester Transcash. Make cheques or postal orders payable to QVC. We do not accept cash.

You need to put your QVC membership number and order number on the back of the cheque as well as your name and full address.

Post your cheque or postal order to:

QVC
Cheque Processing
PO Box 80
Knowsley
L33 7WA

As an alternative to postal orders, we offer Alliance and Leicester Transcash as a method of payment. For information about Transcash see our Terms & Conditions.

3. Does a product have to be on QVC TV for me to buy it?
No, products that are in stock or on Waitlist can be ordered at any time provided you know the product's six-digit item number.

Don't have the item number? You can still find your product using the Search tool on the website.

Alternatively, phone a member of our call centre team on freephone 0800 50 40 30 and they will try to locate the product for you.

4. What does TSV stand for?
This stands for Today’s Special Value. QVC has a new Today's Special Value every day.

The Today's Special Value is launched at midnight and is available at this special price for the whole day, or until the product sells out which ever comes first, or it being no longer offered on-air.
See Today's Special Value now.

5. What does OTO stand for?
This stands for One Time Only. It applies to a product that replaces a Today's Special Value in the event of it selling out or it being no longer offered on-air.

There will usually be several One Time Only products, all of which are available at a special price for the duration of the show they are presented within.

6. What is Easy Pay?
Easy Pay applies to selected items and involves spreading payment over the course of two, three or four months, interest-free. Your first instalment will include P&P.

• 2 Easy Pay = pay in 2 monthly instalments
• 3 Easy Pay = pay in 3 monthly instalments
• 4 Easy Pay = pay in 4 monthly instalments

Easy Pay is offered for a limited period only.

Easy Pay is available on selected products on all QVC services, including QVC Mobile and QVC Active, and must be paid for using your debit/credit card.

See our pricing guide for more information on special QVC prices.

For further information on Easy Pay please see our Customer Terms and Conditions.

7. What is Waitlist and how does it work?
Some products that are currently out-of-stock are available to order using our Waitlist service. Ordering an item on Waitlist does not guarantee delivery.

This service is available online, on QVC Active on Virgin TV and by phone. You will be advised by an on-screen message or a member of our call centre on whether your chosen option is available.

Waitlist despatch time: With our Waitlist service you can order an item by credit/debit card and, if it comes back in stock in the next 90 days we will despatch it to you.

Waitlist orders are fulfilled in the order that they are received. So when new stock arrives, the customers who purchased first will receive their items first. Your credit/debit card will be charged when your item is despatched.

For more information about Waitlist see our Terms & Conditions.

If stock does not arrive within 90 days, your order will be cancelled and we will notify you by post.

8. What is Advanced Order?
Advanced Order allows you to place an order for an item even when all the current stock has sold out. Advanced Order means that QVC has been able to secure additional stock from a supplier, but we have not yet received that stock into our warehouse. When a product is available on Advanced Order you can order it immediately and we will despatch it to you when the product comes into stock. If stock does not arrive at QVC we will contact you by telephone or post and we reserve the right to cancel your order. You will be charged for your order when the item has been despatched.

This service is only available online and by phone.

For information about Advanced Order see our Terms & Conditions.

9. What is Auto Delivery and how does it work?
Auto Delivery offers you repeat delivery of selected items at regular intervals so that you're never short of your favourite products.

If you order an item on Auto Delivery when it is offered at a special price, e.g. Today's Special Value Price, you will receive all repeat deliveries at the same price.

Auto Delivery is only available by calling a member of our call centre team on freephone 0800 50 40 30or via QCut on freephone 0800 52 42 32.

You will receive your product at regular intervals , depending on your Auto Delivery plan. On some items we offer Auto Delivery on a continual basis and on others only for a set period.

Your credit/debit card on file will be charged each time we despatch your order.

P&P charges on Auto Delivery vary from offer to offer. For more information on a particular Auto Delivery item contact a member of our call centre team on freephone 0800 50 40 30.

Cancelling Auto Delivery: You can cancel Auto Delivery at any time by speaking to a member of our call centre team onfreephone 0800 50 40 30. If your address or payment details change, you must contact QVC to update your Auto Delivery plan.

For more information about Auto Delivery see our Terms & Conditions.

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Delivery questions

10. How long is delivery time?
For mainland UK, we aim to deliver your items 5-7 working days from the time we have authorised your credit/debit card details or your cheque. However, some items do take a little longer due to their size and weight, and may take up to 30 days to be delivered.

You can check whether your order has been despatched by logging in to My Account on the QVCUK.com homepage.

Delivery to addresses outside the UK (when available), including Eire and mainland Europe, will typically take 7-10 working days.

Express delivery service: For most items and for mainland UK addresses only, you can opt for our Express Delivery service at an extra cost of £2.95. This will take 3 working days from receipt of payment and will have to be signed for on arrival – so you'll need to make sure someone's in.

11. Where does QVC deliver to?
In addition to mainland UK and Northern Ireland (unless otherwise specified), QVC also delivers most products to the following destinations:

12. Do I have to sign for my parcel when it's delivered?
Most items do not need a signature upon receipt. Many are delivered by Royal Mail and will come with your regular post.

If you are out and the item does require a signature, the courier may use their discretion and obtain a signature from a neighbour or they will leave a calling card for you to arrange a more suitable delivery time.

13. How much is P&P?
Postage and packing charges vary depending on the size and weight of an item.

Any P&P charges are clearly displayed on-air and when you view items you have selected within your basket online or are given to you by a member of our call centre team when your order is placed. Delivery charges will be added to the total amount due once you have selected a delivery service, and are then automatically added to your order.

If you order two identical items (which includes identical size and colour) and have them delivered to the same address, you would benefit from our Multi Quantity postal charges.

14. Why do I pay for postage and packaging on every item?
Each item is individually packed and shipped from QVC unless you are purchasing more than one of the same item, in which case Multi Quantity applies.

15. What is Multi Quantity?
Multi Quantity is a reduction on the P&P charge and occurs when you purchase more than one of the same item and have it despatched to the same address.

The items you buy must be identical in terms of colour, size and style.

P&P charges: You pay full P&P on the first item, and all subsequent items are charged at half the standard P&P price.

Multi Quantity is excellent for buying gifts, refills and multiple items for friends and family.

16. Can I send my item to an alternative delivery address?
Yes. If you're placing your order by phone, inform a member of our call centre team onfreephone 0800 50 40 30 that you'd like to send the item to a different address. We will take the details from you and add the delivery address to your membership.

To ensure safe delivery, we will need the full address including the postcode.

If you're ordering on QVCUK.com, you have the option to fill in a special 'ship-to' address when you go through the checkout. The option to change your 'ship-to' address is not available on QVC Mobile and QVC Active on Sky and Freeview.

Using the address for future orders - This delivery address is held on file and can be used for any future orders.

Items sent to alternative addresses don't include the billing information, so it's an ideal way to send gifts to friends and family.

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Product guarantee and returns questions

17. Are my products guaranteed?
For extra peace of mind every purchase has a 30-day money-back guarantee.

If you would like a refund, or want to change your product for a different size or colour, return it within 30 days of receipt using the enclosed returns label and including your QVC membership details and order number. See our step-by-step guide to returning products.

Please return goods in their original condition and packaging. Postage and packaging will not be refunded. Returns can take up to 21 days to process.

Faulty products: If your item develops a fault within six months of your receiving it, QVC will replace, repair or refund your item where possible (subject to stock availability).

Simply call a member of customer services team on freephone 0800 51 41 31 and they will advise you of the options available.

For more information about product guarantees see our Terms & Conditions.

18. What if my item arrives damaged or faulty?
Our parcels are packaged to ensure that any damage in transit is kept to an absolute minimum. However, we will happily refund or, when available (subject to stock availability), replace any damaged or faulty item within six months of delivery.

To return an item, call our customer services team on freephone 0800 51 41 31.

Returns can take up to 21 days to process.

We will provide you with a pre-paid label for items sent via Royal Mail. If an item is too large to send by regular post, we may be able to arrange a courier collection.

For more information about damaged or faulty items see our Terms & Conditions.

19. How do I return an item?
If you would like a refund, or want to change your product for a different size or colour, return it within 30 days of receipt using the enclosed returns label and including your QVC membership details and order number. Returns can take up to 21 days to process. See our step-by-step guide to returning products.

For more information about returns see our Terms & Conditions.

20. How long do I have before returning products?
For extra peace of mind every purchase has a 30-day money-back guarantee.

If you would like a refund, or want to change your product for a different size or colour (subject to stock availability), return it within 30 days of receipt using the enclosed returns label. You'll need to include your QVC membership details and order number.

Returns can take up to 21 days to process. Please note that postage and packaging will not be refunded.

For more information about returns see our Terms & Conditions.

Nothing in this section or elsewhere in these FAQs or our Terms and Conditions or our returns policy affects your statutory legal rights.

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General questions

21. Where can I watch QVC?
QVC is available on Sky, Freeview and Virgin TV:

• Sky Digital - channel 630 (changing to channel 640 on Monday 21st July 2008)
• Freeview - channel 16
• Virgin TV - channel 740
• Freesat - channel 800

You can also watch QVC live on QVCUK.com

22 . Does QVC have a catalogue of products?
No. As we are primarily a television shopping channel, we do not have a catalogue of products.

All available stock can be viewed on QVCUK.com.

If you're looking for a specific item, you can also speak to a member of our call centre team on freephone 0800 50 40 30.

23. Does QVC sell gift vouchers?
At this moment in time we don't sell gift vouchers, but it is something that we are looking at for the future.

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