If the subjects above don't match your question, please contact us with this inquiry  form. Our response will depend on the complexity of your question, but we strive to reply as quickly as possible - usually within 24 hours.

Other HELP pages:  Search Tips   Gift Registry / Wish List Help   Gift Center Help   

Q: How do I shop on SHOP.COM?

A. We are dedicated to making online shopping as hassle-free as possible. SHOP.COM has millions of products from the brands you know and trust. Our EasySearch™ and OneCart^® capabilities allow you to shop from hundreds of merchants, with thousands of brands, and millions of products. Yet checkout is accomplished with a single account.

Q. Can you help me find what I'm looking for?

A. Certainly! Helping you find what you're looking for is a high priority for us. SHOP.COM has developed advanced search technology and user selected guided navigation to help you find the product you are looking to buy. Here are a couple of simple starting points.

1. Every page on our site has a search box at the top of the page. Start your search by entering the name of the product in the box and clicking the "search" button. From there, you can either pick from the list of items that are displayed or narrow down the list of items by clicking one of the price or item categories that will appear just above the results.
2. If you know you're looking for something more specific, you can click on the category links located on every page or select a category to search by using the drop down feature to the left of the search box. This will target your specific search, bringing you closer to the results you want right away.
If you need more help finding what you need please either visit our  Search Tips  page or contact our customer service department with this inquiry  form.

Q. Does SHOP.COM actually ship my order?

A. No. After you checkout, SHOP.COM forwards your order safely and securely by our encrypted electronic process directly to each merchant to fill their part of your order. If you are ordering from more than one merchant, this will be clearly indicated to you during the checkout process. Each store will then handle the shipping of their portion of the order - so if you order from several stores at once, each one will provide you with their own shipping confirmations, order updates, etc. Again, our focus is to make your shopping experience easy and fun by allowing you to shop within hundreds of stores and choose from millions of products with just one account.

Q. What payment methods are supported?

A. Each of our merchants has their own accepted forms of payment. Accepted forms of payment can be found by clicking on the link in the area called "Merchant Information".

Q. Who charges my credit card?

A. Each merchant charges you for their portion of your order independently on your specified credit card, including shipping and tax if applicable. All of our merchants have been carefully screened, so you can be confident that the products you order will arrive when promised and be exactly as described, and that every merchant will be responsive to your customer service needs. You can view your account information at any time by following this link to  Account Information.

Q. Is my satisfaction guaranteed?

A. We are committed to earning and preserving your trust. In the unlikely event that any SHOP.COM merchant ever fails to deliver on their promise to you regarding any purchase made through our site, we will intervene on your behalf and guarantee your 100% satisfaction or your money back.  Our Shopping Guarantee.

Q. What about product warranties?

A. Each of our merchants has their own Warranty policy (they differ from merchant to merchant). Most merchants will list their Warranty Policy under their "Shopping Guarantee" link on their storefront page. If not available, please contact the merchant directly and they will be able to answer your questions.

Q. Need to change your address or email?

A. You can change any information about you very easily by going to My Account (at the top of every page). From there you can edit your account information including your billing and shipping addresses, your email address and password as well as your saved credit card information, telephone number and more...

Q. Password Problems / I'm having trouble signing in?

A. We ask for your password when trying to check out as a registered user or to view any personal information. This is the password you entered when you created your SHOP.COM account. Some customers get this error message "The password and email address you entered did not match any accounts we have on file". If you are certain that you have an account with us, chances are you're just not using the right password. Or you may have forgotten it.

If you've forgotten your password, just click on the link  I don't remember my password. We'll ask you some questions to verify who you are: (first name, last name and post code) - make sure you type them exactly as when you created your account. Was it "Bob" or "Robert"? Was the post code for home or work? We'll create a new password and email it to you (but make sure you change it back to something you'll remember).

Q. Is SHOP.COM secure? Is my information safe?

A. You can be assured that we will safeguard your personal information at all times. Your privacy and the safety of your shopping experience are of paramount concern to the SHOP.COM team. Under no circumstances will we disclose or share your information with any unauthorized third party. You'll also never have to worry about credit card safety when you make purchases at SHOP.COM. We use the latest encryption technology to protect your personal data - including your credit card information - and assure that every transaction you make will be safe.  Our Privacy Notice.

Q. What are SHOP.COM's browser recommendations?

A. We'd like you to see us in the best possible light. So we recommend that you use one of the following browsers: Internet Explorer 6, Internet Explorer 7, or FireFox 2.0. We're working on supporting Safari – so stay tuned. Until then, we recommend that Mac users install FireFox.

Q. Where is my order? Can I cancel my order? Can I change my order?

A. When you first place your order, we forward each part of your order to the appropriate merchant for fulfillment. We expect all merchants on SHOP.COM to maintain a high level of customer service: keeping you notified of shipping times, delays or any other order information. We include their contact information in your order information so you can speak with them directly regarding any concerns, changes or even cancellations you might have. SHOP.COM also has a "my account" section for account holders that lists your order history and contains any order updates we have received from the merchants you've ordered from.

In the unlikely event you ever have an issue with a SHOP.COM merchant, simply send us an email using this inquiry  form, including a brief description of your issue and your order number. We'll immediately become your shopping advocate by contacting the merchant and following-up with you. We want to ensure that you are completely satisfied with your shopping experience. We welcome your feedback as to how well our Customer Service group performed. You can also rate the responsiveness of the merchant by going to the feedback form of that merchant's front page on SHOP.COM.

Q. Need more details about products?

A. If you have any additional questions about a particular product, please contact the catalog merchant directly. On the page showing the product, click the link in the left portion of the page called "Merchant Information". That page will have an email address and/or a phone number you can use to contact that merchant.

Q. Pricing and Availability?

A. We do our best to get you the most up-to-date information on product availability and pricing from our stores. Pricing is noted directly on the stores product page. Many stores list availability directly on their product page. If availability is not noted, please contact the store directly for current availability information. We guarantee that prices shown on our product pages and in our stores are the same price you would pay shopping directly from their own website. In rare cases, data entry errors or other technical issues may result in inaccurate prices being shown (for example, items priced at £0.00). In such cases, the store is not required to honor inaccurate prices. If you ever see any price you believe to be incorrect, please contact us using this inquiry  form  and we will verify the price for you.

Q. Can I place an order via telephone?

A. We're happy to help you through your online ordering process over the phone. We'll guide you step-by-step and answer any questions you may have to make sure your order is completed correctly. When you submit your order online, it will be processed safely and securely. Feel free to call us at 0845 257 8041 any time Monday through Friday, 9:30 am to 5:30 p.m. GMT. SHOP.COM is your advocate and stands behind every purchase you make through our universal shopping cart, so you can shop in complete confidence.

Q. When will my order ship? How long will it take to get here?

A. The instant you checkout, SHOP.COM begins processing your order. Your purchase is forwarded to the individual merchants that you purchased from. Each merchant has their own order processing and shipping times - all of which are listed on SHOP.COM to help in your purchase decision.

Q. Shipping charges?

A. Each of our merchants has their own Shipping Rates and Policies, which can be found by clicking on the link in the area called  Shipping Information  on the product page.

Q. Why do I have more than one shipping charge?

A. SHOP.COM offers you the ultimate convenience of our OneCart^®, one account shopping with hundreds of merchants. We want to help you find the best deal for the items you're looking for from the merchant or merchants with outstanding service. Every merchant handles the shipping and tax for their items. We encourage you to compare their prices including shipping and tax as you browse SHOP.COM. You can calculate these shipping and handling charges by entering your post code when browsing a specific search or product page. You'll also see the actual shipping and handling charges itemized separately for each product in your shopping cart and through the checkout process.

Q. Return Policy?

A. Each of our merchants has their own return policy (they differ from merchant to merchant). Most merchants will list their Return Policy under the "Return Policy" link on their storefront page. If not available, please contact the merchant directly and they will be able to answer your questions. Most merchants will also provide that information on the back of the invoice you receive with your delivery.

Q. How do I provide feedback on my shopping experience?

A. Whether you're thrilled about your shopping experience or not so pleased, we would really love to hear from you. Please take a moment and fill out our short feedback questionaire called  Help Us Improve  which can be found on any product page or contact us directly by emailing us using our  form.

Q. What if I have another question?

A. Please contact us using this  form. Our response will depend on the complexity of your question, but we'll reply as quickly as possible - usually within 24 hours.

SHOP.COM should be as intuitive and familiar as working with a trusted and knowledgeable salesperson at your favorite store. We encourage you to start shopping on SHOP.COM by typing the name of the product, brand, or merchant into the search box on any page. Our intelligent EasySearch™ engine will then find and present to you an extensive selection of merchandise and merchants that best match your request. Narrowing your results is easy. Simply click on the desired values in the navigation guide that displays above your results. Only those items that fit your additional criteria will be displayed. You may also search within the results shown on a page at any time by typing your request in the search box to the right of the guided navigation links.

If you would like to ensure that your search is performed within a specific category of merchandise, simply choose the category name from the dropdown to the left of the search box, type in what you are looking for, and click "Find".

To find only products offered by a particular merchant, search for that merchant's store or catalog by entering the merchant's name into the search box. If the merchant is a catalog merchant and has just one catalog, we send you directly into it. Otherwise you will be able to choose from a list of that merchant's catalogs. Once you're within a store or catalog, the dropdown next to the search box will automatically display that store or catalog name and limit your search to just those products within the store or catalog you are viewing.

You want to get the best value for your time and money anytime you shop. At SHOP.COM we respect this, and we have designed our marketplace to ensure you can always find the best values and timely specials. Our product listings always clearly show when a product is on sale. When an item is on sale, we show you the original price, the current sale price, and the amount of the discount.

One of SHOP.COM's goals is to let you use our EasySearch™ technology to shop from hundreds of merchants, with thousands of brands, and millions of products quickly and easily. If you have any trouble finding what you need or have suggestions for how we could improve, please let us know either through one of our  online feedback forms.

Are you searching for a product?

• Make sure you choose "All Products" in the search drop down to get the best possible results from your search when you enter a specific search term.
• Be specific at first - we have millions of products so it's easy to get too many results with a broad search. If you don't get as many results as you would like, try using a synonym for the product. For example, if  bike  doesn't get what you want, try  bicycle.
• Watch for spelling mistakes or typos.
• Don't use "and" or "or" as our search engine doesn't recognize these search terms. If you want to combine multiple terms into a single search, just type all of the words into the search box (e.g., use "TV VCR" instead of "TV and VCR").

Are you searching for a store?

• Select Stores in the search drop down - to the left of the search text box.
• You can search for a store by name. For example: Harry and David.
• You can search for a store by the kinds of products they offer. For example: Women's clothing.
• If you searched for a store name and we didn't find it, try a partial name. For example: instead of Burgers' Smokehouse, try Burger.

Got too many matches?

There are a couple of options to narrow down your results.

• You could just try a new search with more specific terms. For example: instead of sweater, try searching for cardigan sweater.
• Or better yet, just limit your selection using the guided navigation options in the section above the search result. In this area you can limit by price, item type, brand or store. We've tried to make this section as intuitive as possible, but if you have any questions or comments, please do let us know.

Didn't get any matches or just a few?

If you're looking for something very specific, you might need to be a little more general. Often, different stores will name the same item in different ways. Instead of wrought iron plant stand, try plant stand. Also, if you've been browsing around SHOP.COM, make sure the search drop down is not limiting your search to one store. A product search of the same term could yield hundreds of results.

Want to restrict your search to just one store?

Normally when you search for a product, we search our entire database of stores to find what you want. You can restrict this search to just one store if you prefer. Just click into the store you wish to search and the store's name will automatically appear in the search drop down menu. Then any searches you perform will be just for that store.

• Don't use punctuation or symbols. Avoid using anything other than words in your search terms. Punctuation and symbols (e.g., ?,!,%,&,@,$) will tend to generate poor search results.
• A comma is equivalent to the word or. For example dress,shoes will return all items with the word dress or shoes or both dress and shoes associated with them.
• Try not to use abbreviations or nicknames.
• You may also do an exact match by using quotes around the search words. For example: "Dress Shoes" will only find items where that exact phrase appears.
• By entering the word not in your search, you can exclude certain items. If you enter sweater not cardigan you will find sweaters that are not cardigans.
• Upper or lower case letters do not affect our search. Search sees all letters as lower case letters, so dress shoes, DRESS SHOES and DresS sHoEs will return the same results.
• Our search looks at the name of the product, the description and the keywords associated with that product. Keywords are doing their job behind the scenes, so you don't see them. This explains why some searches show you items that don't contain the search words you entered.

If you're still having problems searching, please contact our customer service department at using our inquiry form and they will be happy to help you find exactly what you need.

You need a gift. You want it to be special, to express that perfect sentiment the recipient will truly appreciate. Or you need a gift  today  because you forgot about a special someone's birthday. Or perhaps you want to be reminded when Aunt Sarah's anniversary is two weeks away so you don't forget. Or you want to set up a registry for your special event.

SHOP.COM's Gift Center provides you with a host of services to satisfy all your gifting needs. These include:

• Gift Recommendation Service:Recommendations for the most appropriate gifts for that special someone or special occasion.
• eGifts:Our unique virtual gifting service that lets you send really amazing gifts to anyone.
• Gift Cards and eCards:Send a quick, appropriate greeting to that special someone in whatever form you choose
• The Gift Certificate Center: Find gift certificates for most of the member merchants of SHOP.COM.
• Wish Lists:Where your gift recipients can tell you what they really want or need
• Date Reminder Service:Remember all those special dates in your life with this easy-to-use service.

Imagine giving that special someone a beautifully-wrapped gift box that, when opened, would display a variety of hand-selected gifts tailored just for them, any one of which they could choose? A SHOP.COM eGift is the next best thing! It is a virtual gift box that can hold an unlimited number of gift possibilities. You select any number of possible gifts for an individual - for a special occasion or just because - at a specific price. You then send this personalized gift box containing all these options to your gift recipient via an email with an eCard attached. When they open the gift - voilį - they can see all these options (without the price shown) and select the one gift they like best. The gift they select is then shipped directly to them. Your credit card is billed automatically.

eGifts are a great option when you're not sure exactly what to get, when you lack information about that person's preferences (e.g. size or color), or when you need a last minute gift literally up to five minutes before it has to arrive.

Hate high shipping charges? Take a look at SHOP.COM's Shipping Center, where you can find the best deals on shipping on the products you love. Many of our merchants go out of their way to provide discounted, flat rate, or free shipping to ensure you have a fabulous shopping experience. The shipping center also provides information and guidance about how to ship your selections outside the United States.

Have a special gift-giving need, such as a wedding or anniversary? Or just want to let someone else know about an item that would make your day if it magically appeared? SHOP.COM's gift registry and wishlists let you do just that. We provide you the ability to set up gift registries and wishlists for special events like weddings, anniversaries, or birthdays, and add products to those registries or wishlists from any merchant participating in SHOP.COM's marketplace.

Can't remember those important dates in your life and not yet wealthy enough to afford a personal assistant to handle remembering for you? Let SHOP.COM do it for you! Set the event, the date, and the reminder time of an important event and we'll notify you when you ask. SHOP.COM helps you deliver the right gift or card on-time.