General FAQs

How do I pay for my order?

We accept all payment cards except American Express. We do not accept Cheques, Postal Orders or cash on delivery.

When will my payment be debited from my payment card?

We will seek authorization on your payment card when you place your order to ensure that your payment has been approved by your payment card issuer, however, we will only debit your payment card once we have dispatched your order. Your payment card issue may however hold the funds until you complete or cancel the transaction.

My payment card has been debited but I have not received my order?

You can track your order with your order reference number and email address which you provided at the time you placed your order. Please visit out shipping info page. If you have received a Card from the Courier advising you of an attempted delivery, please call them ASAP to avoid your order being returned to us. The contact number will be on the card. If you provided additional instructions at the time of placing your order i.e. “Leave with Neighbour” please check with your Neighbour as the order may be with them. If you provided us with your mobile telephone number and/or email address we will send you a message on the morning of delivery to advise you that your order will be delivered and will also provide you whenever possible with a one hour time slot.

I still do not know where my order is?

Please complete the “Where is my stuff” form on the shipping info page and we will respond ASAP. Customer Service is open Monday to Friday 8.00 to 17.30 and Saturday 09:30 to 16.00 (excluding Bank Holidays).

I have received my order and the item is faulty. What do I do?

Please contact our Customer Service Team who will advise you on our returns procedure. You must obtain a “Returns Code” before returning any item for an exchange or refund. Terms and Conditions.

How do I use an offer code?

Thane Direct may advertise one or more offer codes at any given time on our website, TV channels, or press adverts. Offer codes may be for a limited period and/or for a specific product. Offer codes are limited to one per order, so if you see more than one offer code advertised you should choose the code that provides you with the best savings. We cannot apply offer codes once an order has been shipped.