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Ordering

Q - What countries do you ship to, why don't you ship to mine?
A - We currently ship to the following countries: Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zeland, Norway, Portugal, Romania, Russia, Spain, Sweden, Switzerland, Ukraine, UK, USA.
For full shipping info please click here

Q - What is the latest time I can place an order if I want it tomorrow?
A - To receive your goods by 1pm the next working day, your order must be placed before 1pm. If placed after 1pm, your goods will be sent on the following working day.  (Please note that Saturdays, Sundays and public holidays are not classed as working days)

Q - When do I know if and when my order has been sent?
A - You will be sent an email as soon as your order is dispatched. Alternatively you can use our order tracking service. Please note that this only gives information on the status of your order and does not allow you to pinpoint the location of your goods.

Q - Is your online shop secure, do you store my card details?
A - Our shopping cart is completely secure and uses a secure certificate. You will see the padlock in the bottom right hand corner of your browser, as well as SSL EV secure certificate which makes the address bar green showing you it's totally secure whenever you input your personal details. We never ever store your card details. For more information and to seealist of our payment partners, please click here.

Q - When does my card get debited?
A - Your card is debited when your order is placed.

Q - Can I track my order online?
A - You can use our 'order tracking' page to give you basic information relating to your order, however this does not allow you to pinpoint the location of your goods.

Q - How do I enable cookies?
A - If you are using Internet Explorer you may need to enable cookies to shop on our site. Select 'Tools' from the top menu bar/Internet Options/Privacy - within this section you should be able to enable cookies. You may need to refresh your browser after doing this. If you experience problems please email us.

Q - What cards do you accept?
A - Visa, Mastercard, Maestro (formerly Switch), Visa Delta (replaced by Visa Debit), Visa Electron, Solo and Switch (replaced by Maestro). We also accept Paypal.
  If you wish to use American Express, please pay via PayPal (You do not need a PayPal account for this)
Thabto payment partners

Q - Do you accept Visa Electron?
A - Yes, but some banks will not allow you to pay online via Visa Electron. This is nothing that we control, it is purely dependent on your bank.

Q - I'm trying to pay by credit card, but it's not working?
A - This could be because the type of card being used is not accepted by our secure payment partner, Sage Pay. Logos of all the cards accepted are shown above. If you continue to experience problems ordering, please email us at info@thabto.co.uk.
If you are having trouble using your card, try using PayPal to process your order. You do not need to have a PayPal account in order to do this, and it's just as safe as our payment system.


Q - What is 3D secure?

A - 3D Secure is an added security measure that protects both you and us from fraudulent transactions. It may make the shopping process slightly longer but it guarantees peace of mind for everyone.


Q - Can I have my order specially gift-wrapped?

A - We don't currently offer gift wrapping, but it's something we're working on.


Q - Do you sell gift vouchers?

A - Not at present, but we are hoping to in the near future.


Q - Can I include a note with an order?

A - Unfortunately, not at the moment.


Q - Can I pay over the phone?

A - We do not currently accept orders over the phone.


Q - Can I pay by cheque or postal order?

A - We only accept payment via Credit / Debit cards and PayPal.


Q - Do you have a shop or showroom that I can visit to place an order?

A - No, and unfortunately we cannot deal customers at our warehouse or design studio.

Q - I need some advice before ordering, can I speak to someone?
A - We will be more than happy to help. Email us first at info@thabto.co.uk, as we'll probably be able to answer your question immediately. Alternatively you can give us a call.

Exchanges and refunds

NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 30 DAYS OF YOUR CARD BEING DEBITED.

Q - How Do I exchange an item for something of a higher value?
A - Please email us to request a returns form. Print out this form, complete it and return it to us with the unused product in it's original undamaged packaging to our returns address.

Q - Will I get charged extra for postage if I want to exchange something?
A - If you wish to exchange your product for another item, you may be liable to pay towards the postage costs of the new item.

Q - How quickly will my exchanged goods be sent?
A - Upon receipt and inspection of unused items, your product will usually be dispatched the next working day.

Q - I've sent an item(s) back for refund, how soon will my card be credited?
A - Please allow up to 10 working after receipt and inspection of unused goods for your card to be credited.
(It's usually much quicker than this, however somtimes there are delays with credit card companies)

Q - I sent an item back for exchange but I haven't received my replacement.
A - If your items were sent via Royal Mail, please allow up to 7 working days from us receiving and inspecting your goods (although most arrive between 2-3 working days). Many items ordered, which are too large to post through the letterbox, may require a signature; it is possible that your local post-person has tried to deliver the item to you and left a 'while you were out' card. These can sometimes be mistaken for junk mail and discarded in error. So, please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email us at info@thabto.co.uk stating the billing contact (name and address), Order number or Transaction ID and date the order was placed.
We aim to respond to your enquiry within 24 hours (Monday to Friday).

Q - I want to return an item for exchange/refund but I can't send it back within the 10-day returns period.
A - If you are unable to return an item within the 10-day returns period please email info@thabto.co.uk.
Include your Order Number (beginning with RC), your name, email address, contact telephone number and a brief note explaining your circumstances and when you will be able to return the goods to us.
NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 30 DAYS OF YOUR CARD BEING DEBITED.

Faulty or wrong products sent

Q - I've been sent a faulty or wrong item - what should I do?
A - Please email us at info@thabto.co.uk with your full name, order number, address and date you purchased the item, along with details of the problem. We aim to respond to your enquiry within 24 hours (Monday to Friday).

Lost and delayed goods

Q - Where's my order - it hasn't arrived yet?
A - Please allow up to 7 working days from the date of your order being dispatched. Many items ordered, which are too large to post through the letterbox, may require a signature; it is possible that your local post-person has tried to deliver the item to you and left a 'while you were out' card. These can sometimes be mistaken for junk mail and discarded in error. So, please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email info@thabto.co.uk stating the billing contact (name and address), order ID and date the order was placed.
We aim to respond to your enquiry within 24 hours (Monday to Friday).

Q - Where's my order (Next Working Day) - it hasn't arrived yet?
A - Orders placed before 13.00 GMT (Monday to Friday) will be despatched the same day (stock permitting). If your order has not arrived by 2pm the next working day please check with your local post office, mailroom or reception to see if the item has been signed for on your behalf. If not, please email info@thabto.co.uk stating the billing contact (name and address), or Transaction ID (beginning with RC) along with the date the order was placed. We aim to respond to your enquiry within 48 hours (Monday to Friday). Please note, Saturday is not classed as a working day, so if you order on Friday, your order may be delivered on the Monday.

Damaged goods

Damaged goods must be reported to us within 14 days of purchase.
Please email us as soon as you receive any damaged goods. Please explain what is damaged, how it's damaged and please send photographic evidence. (This will speed up the process). When emailing us, please ensure you provide us with your full name, order number and purchase date to ensure that we can process your claim quickly and efficiently.
If you have been sent a damaged item, we will inspect it and either send a replacement or a refund if prefferred.

Other questions

Q - I experienced problems when I ordered and I don't know if my order went through.
A - Send us an email at info@thabto.co.uk stating your name and the time you ordered / tried to order, plus any order details you may have been emailed. We will reply to your email within 24 hours (Monday - Friday).

Q - The details of my order are incorrect, how can I change them?.
A - If you have incorrectly submitted your name, delivery address, telephone number or email address, please send us an email immediately to info@thabto.co.uk stating your name and order number along with any information that needs to be modified . We will reply to your email within 24 hours (Monday - Friday).


Can't find an answer to your question? Email us at info@thabto.co.uk


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info@thabto.co.uk  |  0044 (0)20 7193 2982
Copyright © 2010 Thabto LTD.  All rights reserved.  Company Number: 06312383.  VAT Number: GB977165574
Two Heads Are Better Than One | Designer gifts



Ordering

Q - What countries do you ship to, why don't you ship to mine?
A - We currently ship to the following countries: Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zeland, Norway, Portugal, Romania, Spain, Sweden, Switzerland, Ukraine, UK, USA.
For full shipping info please click here


Q - When do I know if and when my order has been sent?
A - You will be sent an automatic email as soon as your order is despatched. Alternatively you can use our order tracking service. Please note that this does not allow you to pinpoint the location of your goods.

Q - Is your online shop secure, do you store my card details?
A - Our shopping cart is completely secure and uses a secure certificate. You will see the padlock in the bottom right hand corner of your browser, as well as SSL EV secure certificate which makes the address bar green, showing you it's totally secure, whenever you input your personal details. We never store your card details.

Q - When does my card get debited?
A - When your order is received.

Q - Can I track my order online?
A - You can use this 'order tracking' link to give you basic information relating to your order, however this does not allow you to pinpoint the location of your goods.

Q - How do I enable cookies?
A - If you are using Internet Explorer you may need to enable cookies to shop on our site. Select 'Tools' from the top menu bar/Internet Options/Privacy - within this section you should be able to enable cookies. You may need to refresh your browser after doing this. If you experience problems please email us.

Q - What cards do you accept?
A - Visa, Mastercard, Maestro (formerly Switch), Visa Delta (replaced by Visa Debit), Visa Electron, Solo and Switch (replaced by Maestro). We also accept Paypal.

Thabto payment partners

Q - Do you accept Visa Electron?
A - Yes, but some banks will not allow you to pay online via Visa Electron. This is nothing that we control, it is purely dependent on your bank.

Q - I'm trying to pay by credit card, but it's not working?
A - This could be because the type of card being used is not accepted by our secure payment partner, Sage Pay. Logos of all the cards accepted are shown above. If you continue to experience problems ordering, please email us at info@thabto.co.uk.
If you are having trouble using your card, try using PayPal to process your order. You do not need to have an account to use your card with PayPal, and it's just as safe as our payment system.


Q - What is 3D secure?

A - 3D Secure is an added security measure that protects both you and us from fraudulent transactions. It may make the shopping process slightly longer but it guarantees peace of mind for everyone.


Q - Can I have my order specially gift-wrapped?

A - Unfortunately, we do not offer a gift-wrap service at present.


Q - Do you sell gift vouchers?

A - Not at present, but we are hoping to in the near future.


Q - Can I include a note with an order?

A - Unfortunately, not at the moment.


Q - Can I pay over the phone?

A - We do not accept orders over the phone.


Q - Can I pay by cheque or postal order?

A - We only accept payment via Credit / Debit cards and PayPal.


Q - Do you have a shop or showroom that I can visit to place an order?

A - No, and unfortunately we cannot deal customers at our warehouse.

Q - I need some advice before ordering, can I speak to someone?
A - We will be more than happy to help. Email us first at info@thabto.co.uk, as we'll probably be able to answer your question immediately. Give us your telephone number and we can always phone you if we don't have the answer.

Exchanges and refunds

NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 30 DAYS OF YOUR CARD BEING DEBITED.

Q - How Do I exchange an item for something of a higher value?
A - Please email us to request a returns form. Print out this form, complete it and return it to us with the unused product in it's original undamaged packaging to our returns address.

Q - Will I get charged extra for postage if I want to exchange something?
A - If you wish to exchange your product for another item, you may be liable to pay towards the postage costs of the new item.

Q - How quickly will my exchanged goods be sent?
A - Upon receipt and inspection of unused items, your product will usually be dispatched the next working day.

Q - I've sent an item(s) back for refund, how soon will my card be credited?
A - Please allow up to 10 working after receipt and inspection of unused goods for your card to be credited.
(It's usually much quicker than this, however somtimes there are delays with credit card companies)

Q - I sent an item back for exchange but I haven't received my replacement.
A - If your items were sent via Royal Mail, please allow up to 7 working days from us receiving and inspecting your goods (although most arrive between 2-3 working days). Many items ordered, which are too large to post through the letterbox, may require a signature; it is possible that your local post-person has tried to deliver the item to you and left a 'while you were out' card. These can sometimes be mistaken for junk mail and discarded in error. So, please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email us at info@thabto.co.uk stating the billing contact (name and address), Order number or Transaction ID and date the order was placed.
We aim to respond to your enquiry within 24 hours (Monday to Friday).

Q - I want to return an item for exchange/refund but I can't send it back within the 14-day returns period.
A - If you are unable to return an item within the 14-day returns period please email info@thabto.co.uk.
Include your Order Number (beginning with RC), your name, email address, contact telephone number and a brief note explaining your circumstances and when you will be able to return the goods to us.
NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 30 DAYS OF YOUR CARD BEING DEBITED.

Faulty or wrong products sent

Q - I've been sent a faulty or wrong item - what should I do?
A - Please email us at info@thabto.co.uk with your full name, order number, address and date you purchased the item, along with details of the problem. We aim to respond to your enquiry within 24 hours (Monday to Friday).

Lost and delayed goods

Q - Where's my order - it hasn't arrived yet?
A - US orders usually arrive within 5 - 10 working days of being dispatched, however this does sometimes take slightly longer, especially during peak times,so please allow up to 14 working days from the date of your order being dispatched before contacting us. Many items ordered, which are too large to post through the letterbox, may require a signature; it is possible that your local post-person has tried to deliver the item to you and left a 'while you were out' card. These can sometimes be mistaken for junk mail and discarded in error. So, please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email info@thabto.co.uk stating the billing contact (name and address), order ID and date the order was placed.
We aim to respond to your enquiry within 24 hours (Monday to Friday).

Damaged goods

Damaged goods must be reported to us within 14 days of purchase.
Please email us as soon as you receive any damaged goods. Please explain what is damaged, how it's damaged and please send photographic evidence. (This will speed up the process). When emailing us, please ensure you provide us with your full name, order number and purchase date to ensure that we can process your claim quickly and efficiently.
If you have been sent a damaged item, we will inspect it and either send a replacement or a refund if prefferred.

Other questions

Q - I experienced problems when I ordered and I don't know if my order went through.
A - Send us an email at info@thabto.co.uk stating your name and the time you ordered / tried to order, plus any order details you may have been emailed. We will reply to your email within 24 hours (Monday - Friday).

Q - The details of my order are incorrect, how can I change them?.
A - If you have incorrectly submitted your name, delivery address, telephone number or email address, please send us an email immediately to info@thabto.co.uk stating your name and order number along with any information that needs to be modified . We will reply to your email within 24 hours (Monday - Friday).

Can't find an answer to your question? Email us at info@thabto.co.uk


Ordering

Q - What countries do you ship to, why don't you ship to mine?
A - We currently ship to the following countries: Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, New Zeland, Norway, Portugal, Romania, Spain, Sweden, Switzerland, Ukraine, UK, USA.
For full shipping info please click here


Q - When do I know if and when my order has been sent?
A - You will be sent an email as soon as your order is dispatched. Alternatively you can use our order tracking service. Please note that this only gives information on the status of your order and does not allow you to pinpoint the location of your goods.

Q - Is your online shop secure, do you store my card details?
A - Our shopping cart is completely secure and uses a secure certificate. You will see the padlock in the bottom right hand corner of your browser, as well as SSL EV secure certificate which makes the address bar green showing you it's totally secure whenever you input your personal details. We never ever store your card details. For more information and to seealist of our payment partners, please click here.

Q - When does my card get debited?
A - Your card is debited when your order is placed.

Q - Can I track my order online?
A - You can use our 'order tracking' page to give you basic information relating to your order, however this does not allow you to pinpoint the location of your goods.

Q - How do I enable cookies?
A - If you are using Internet Explorer you may need to enable cookies to shop on our site. Select 'Tools' from the top menu bar/Internet Options/Privacy - within this section you should be able to enable cookies. You may need to refresh your browser after doing this. If you experience problems please email us.

Q - What cards do you accept?
A - Visa, Mastercard, Maestro (formerly Switch), Visa Delta (replaced by Visa Debit), Visa Electron, Solo and Switch (replaced by Maestro). We also accept Paypal.
  If you wish to use American Express, please pay via PayPal (You do not need a PayPal account for this)
Thabto payment partners

Q - Do you accept Visa Electron?
A - Yes, but some banks will not allow you to pay online via Visa Electron. This is nothing that we control, it is purely dependent on your bank.

Q - I'm trying to pay by credit card, but it's not working?
A - This could be because the type of card being used is not accepted by our secure payment partner, Sage Pay. Logos of all the cards accepted are shown above. If you continue to experience problems ordering, please email us at info@thabto.co.uk.
If you are having trouble using your card, try using PayPal to process your order. You do not need to have a PayPal account in order to do this, and it's just as safe as our payment system.


Q - What is 3D secure?

A - 3D Secure is an added security measure that protects both you and us from fraudulent transactions. It may make the shopping process slightly longer but it guarantees peace of mind for everyone.


Q - Can I have my order specially gift-wrapped?

A - We don't currently offer gift wrapping, but it's something we're working on.


Q - Do you sell gift vouchers?

A - Not at present, but we are hoping to in the near future.


Q - Can I include a note with an order?

A - Unfortunately, not at the moment.


Q - Can I pay over the phone?

A - We do not currently accept orders over the phone.


Q - Can I pay by cheque or postal order?

A - We only accept payment via Credit / Debit cards and PayPal.


Q - Do you have a shop or showroom that I can visit to place an order?

A - No, and unfortunately we cannot deal customers at our warehouse or design studio.

Q - I need some advice before ordering, can I speak to someone?
A - We will be more than happy to help. Email us first at info@thabto.co.uk, as we'll probably be able to answer your question immediately. Alternatively you can give us a call.

Exchanges and refunds

NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 30 DAYS OF YOUR CARD BEING DEBITED.

Q - How Do I exchange an item for something of a higher value?
A - Please email us to request a returns form. Print out this form, complete it and return it to us with the unused product in it's original undamaged packaging to our returns address.

Q - Will I get charged extra for postage if I want to exchange something?
A - If you wish to exchange your product for another item, you may be liable to pay towards the postage costs of the new item.

Q - How quickly will my exchanged goods be sent?
A - Upon receipt and inspection of unused items, your product will usually be dispatched the next working day.

Q - I've sent an item(s) back for refund, how soon will my card be credited?
A - Please allow up to 10 working after receipt and inspection of unused goods for your card to be credited.
(It's usually much quicker than this, however somtimes there are delays with credit card companies)

Q - I sent an item back for exchange but I haven't received my replacement.
A - If your items were sent via Royal Mail, please allow up to 7 working days from us receiving and inspecting your goods (although most arrive between 2-3 working days). Many items ordered, which are too large to post through the letterbox, may require a signature; it is possible that your local post-person has tried to deliver the item to you and left a 'while you were out' card. These can sometimes be mistaken for junk mail and discarded in error. So, please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email us at info@thabto.co.uk stating the billing contact (name and address), Order number or Transaction ID and date the order was placed.
We aim to respond to your enquiry within 24 hours (Monday to Friday).

Q - I want to return an item for exchange/refund but I can't send it back within the 10-day returns period.
A - If you are unable to return an item within the 10-day returns period please email info@thabto.co.uk.
Include your Order Number (beginning with RC), your name, email address, contact telephone number and a brief note explaining your circumstances and when you will be able to return the goods to us.
NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 30 DAYS OF YOUR CARD BEING DEBITED.

Faulty or wrong products sent

Q - I've been sent a faulty or wrong item - what should I do?
A - Please email us at info@thabto.co.uk with your full name, order number, address and date you purchased the item, along with details of the problem. We aim to respond to your enquiry within 24 hours (Monday to Friday).

Lost and delayed goods

Q - Where's my order - it hasn't arrived yet?
A - Please allow up to 7 working days from the date of your order being dispatched. Many items ordered, which are too large to post through the letterbox, may require a signature; it is possible that your local post-person has tried to deliver the item to you and left a 'while you were out' card. These can sometimes be mistaken for junk mail and discarded in error. So, please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email info@thabto.co.uk stating the billing contact (name and address), order ID and date the order was placed.
We aim to respond to your enquiry within 24 hours (Monday to Friday).

Q - Where's my order (Next Working Day) - it hasn't arrived yet?
A - Orders placed before 13.00 GMT (Monday to Friday) will be despatched the same day (stock permitting). If your order has not arrived by 2pm the next working day please check with your local post office, mailroom or reception to see if the item has been signed for on your behalf. If not, please email info@thabto.co.uk stating the billing contact (name and address), or Transaction ID (beginning with RC) along with the date the order was placed. We aim to respond to your enquiry within 48 hours (Monday to Friday). Please note, Saturday is not classed as a working day, so if you order on Friday, your order may be delivered on the Monday.

Damaged goods

Damaged goods must be reported to us within 14 days of purchase.
Please email us as soon as you receive any damaged goods. Please explain what is damaged, how it's damaged and please send photographic evidence. (This will speed up the process). When emailing us, please ensure you provide us with your full name, order number and purchase date to ensure that we can process your claim quickly and efficiently.
If you have been sent a damaged item, we will inspect it and either send a replacement or a refund if prefferred.

Other questions

Q - I experienced problems when I ordered and I don't know if my order went through.
A - Send us an email at info@thabto.co.uk stating your name and the time you ordered / tried to order, plus any order details you may have been emailed. We will reply to your email within 24 hours (Monday - Friday).

Q - The details of my order are incorrect, how can I change them?.
A - If you have incorrectly submitted your name, delivery address, telephone number or email address, please send us an email immediately to info@thabto.co.uk stating your name and order number along with any information that needs to be modified . We will reply to your email within 24 hours (Monday - Friday).

Can't find an answer to your question? Email us at info@thabto.co.uk