FAQS

The information below has been provided to answer questions which have often been asked by our customers - we hope that you will find this useful. However, if you have any further questions, please do not hesitate to contact our Customer Service Team by email: info@presencedirect.com or by Telephone Number: +44 (0) 28 9182 0222.

Do you accept international orders?

Yes, online and by email, telephone, fax and post. We ship goods to our customers all over the world. British Value Added Tax is deducted for all purchases where delivery is outside the EU. Our packers are expert and we despatch worldwide including free insurance and free Gift wrapping on request. 

Due to restrictions imposed by the courier, we may not be able to send some of our products overseas, for example, pressurised containers, toxic substances, particularly heavy items. You will be advised of any products affected by the restrictions during checkout. 

Occasionally, we may be unable to deliver to a destination due to a variety of circumstances - if this is the case you will not be able to select a delivery address during checkout.

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Do you provide a Gift wrapping service?

Gift wrapping for any item will be provided free of charge on request. We can also include a gift tag with your required wording. 

If you would like to add a personal message to the recipient of the gift purchased online, please write this in the ‘Giftwrap Message’ section at the checkout point , and a handwritten gift tag with the message will be attached to the gift.

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May I add to an order already placed?

If you have placed an order online but would like to add additional items this may be possible providing your order has not already been processed for dispatch. Please contact our Customer Service Team by email: info@presencedirect.com or by Telephone Number: +44 (0) 28 9182 0222 with your existing Order Number and we will be able to check this for you. If your order has not yet been processed, and the additional item(s) is in stock, we can take payment for this and add it to your order. If your order has already been processed and is ready for dispatch, we would ask you to place a separate order.

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May I change an order once I have placed it?

If after placing an order you would like to change all, or part of it, please contact our Customer Service Team by email: info@presencedirect.com or by Telephone Number: +44 (0) 28 9182 0222. Providing your order has not been processed for dispatch, we will do everything possible to amend your order.  

If your order has already been dispatched the goods may be returned to us at your expense. Please ensure the goods are securely packaged with the Order Number and reason for return included. A refund of the value of the goods will be processed within 7 days of receipt although however it can take 1-5 working days for refunds to appear in your account.

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May I cancel an order?

If after placing an order you would like to cancel all, or part of it, please contact our Customer Service Team by email: info@presencedirect.com or by Telephone Number: +44 (0) 28 9182 0222. Providing your order has not been processed for dispatch, we will do everything possible to cancel and refund your order.  

If your order has already been dispatched the goods may be returned to us at your expense. Please ensure the goods are securely packaged with the Order Number and reason for return included. A refund of the value of the goods will be processed within 7 days of receipt although however it can take 1-5 working days for refunds to appear in your account.

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Is it possible to reserve an item?

Unfortunately, we are unable to reserve items for customers. If an item is showing as temporarily out of stock, please contact our Customer Service Team by email: info@presencedirect.com or by Telephone Number: +44 (0) 28 9182 0222 and they will provide further information about when we may have the item back into stock.

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What is my username?

When you created your account you will have used your email address as your username.

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Do I have to create an account?

If you would prefer not to create an account you may checkout as a 'new customer' – however, if you should decide to create an account in order to be able to track your order then it is possible at the end of checkout.

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What happens if I have forgotten my password?

You may request your password to be reset by entering your email address on the Forgotten Password Page and we will send you a link in order to reset it.

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I received a Dispatch Notification from you but would like to know the whereabouts of my parcel?

If we have dispatched your items then you will receive tracking details if available from us via email. 

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How do I track my order?

If you have created an account you may track your Presence order and view older orders online by logging in using this My Account link or by visiting the homepage and clicking on the Login / Register link on the top right.

If you have chosen not to create an account, you will not be able to track your orders through the website. However, please contact our Customer Service Team by email: info@presencedirect.com or by Telephone Number: +44 (0) 28 9182 0222 for more information about your order.

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May I specify a day or time for delivery?

Unfortunately our couriers are unable to specify a time or day. If you are not at home when they attempt to deliver, they will leave a card for you with their contact details.

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Do I have to sign for my parcel?

Yes, we use a signed-for service. If you are not available when the courier attempts to deliver, they will leave a card for you with their contact details.

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What if I am out when the courier tries to deliver?

 If you are not available when the courier attempts to deliver, they will leave a card for you with their contact details.

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May I have my items delivered to more than one address in the same order?

No, unfortunately you may only get your order sent to one address. However, you may create multiple orders with different addresses for each (but you will have to pay for each delivery separately).

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May I send my parcel to an address other than my billing address?

Yes - just enter the delivery address details as you checkout.

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Do I have to pay for delivery?

We offer free delivery throughout the UK for orders over £25.00, but for full details please see our Delivery and Shipping Section.

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If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?

No - if an item[s] is out of stock, you will not be charged extra for the delivery when it comes back into stock.

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How long do I have to wait for my order to arrive?

It depends on the destination and the delivery service chosen - for more information please see our Delivery & Shipping Section for further details.

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Is it safe and secure for me to place an order online using my credit or debit card details?

When shopping online with Presence all payments are made through our Sage Pay Secure Payment Page, a world-class, secure online service for card payment authorization removing any worries you may have about purchasing online.Your Credit / Debit Card details will always be safe and secure.

Secure server software encrypts information to ensure all transactions are protected. The payment pages we use are completely secure and from the checkout page of our site you will be automatically redirected to secure pages hosted by Sagepay which is backed by a global leader in e-Commerce and payment services. They use advanced SSL technology, (which is an industry standard "secure sockets layer" and displays the "Gold Padlock" in your browser window). This technology allows for the encryption of confidential information such as your credit card details. Any information that you enter into the computer which is then passed to their website is secure, which means that in the unlikely event of the information being intercepted by someone else, it cannot be read. Presence a 128-bit SSL Server Certificate for encryption and this protects the transmission of your sensitive information for example, your credit card details.

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What is the 'Security Code' referred to on the Payment page?

Sometimes referred to as the CV2 number or CVV number, the Security Code is either a unique 3-digit number printed on the back of your Credit / Debit Card or if you have an American Express Card it is a 4-digit number on the front (usually top right) of your card that helps us to validate your purchase and protect against fraud. Since this is not contained in the magnetic strip information, it is not printed on sales receipts and therefore it is difficult for anyone other than the genuine cardholder to know the Security Code. Even if you decide to save your Credit / Debit Card details in your account, your Security Code will not be held on file, and therefore should be entered each time you place an order.

 

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How do I pay for my purchase?

All major Credit and Debit Cards are accepted. We also accept payment by Paypal and for larger orders we may accept bank transfer. We are happy to accept payment by cheque although despatch of the order will only be made after payment has cleared.

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Do you sell Gift Vouchers?

Yes. Gift Vouchers may be purchased and redeemed online or in Presence Retail store.

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How do I redeem a Gift Voucher online?

If you have a voucher please enter the Gift Voucher / Card Code into the 'Enter your Gift Card Code' box in your basket and click 'Add Gift Card'. The value of the voucher will automatically be deducted from your order.

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Is it possible to return an item[s] purchased on the Presence website?

In the unlikely event that you are not entirely delighted with your purchase we offer a 14 day money back guarantee. We are happy to refund goods which are returned within 14 days from date of delivery provided they are unused, in their original packaging and with a valid proof of purchase.

Please note we are unable to refund the cost of returning goods to us and we also require that customers who receive a refund must provide their name and address for security purposes.

Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.

Please note: Goods will only be accepted if they are returned within 14 days of receipt, unless we have notified you otherwise. The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. Delivery charges are only refundable where goods are faulty and a refund is made.

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What if I receive a damaged or broken item?

Our packers are fully trained to the highest standard and we always ensure that very effective packaging is used to avoid breakages and protect the products. In the unlikely event of any loss or breakage, please notify us by email: info@presencedirect.com, providing your Order Number and details within 5 days of receipt of items and retain the complete package and its contents for inspection. On receipt of your notification, a free replacement will be despatched to you. We will do everything possible to resolve the matter. We may ask that photographs of the damaged or broken item[s] be emailed to us to avoid the item[s] having to be returned. A full refund will be made for goods that cannot be replaced or an alternative will be offered.

If deemed necessary, please send returns to the following address:
PRESENCE 
37 High Street
Newtownards
County Down
BT23 7HS
United Kingdom

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Is it possible to return an item bought from the Website to Presence Retail Store?

Yes – we offer a 14 day money back guarantee. We are happy to refund goods which are returned within 14 days from date of delivery provided they are unused, in their original packaging and with a valid proof of purchase.

Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.

Please see CONTACT section for a detailed map of Presence Retail Store Location and information about Store Opening Times.

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Does your shop stock all of the items that are available on the Presence Website?

Not always. With the extensive range of products available, some products may only be bought online, for example, items which may be too large to be carried home from Presence Retail Store. If you plan to make a special trip for a particular item, please do not hesitate to contact us to check if the product is in stock. 

For further information, please contact our Customer Service Team by email: info@presencedirect.com or by Telephone Number: +44 (0) 28 9182 0222.

Please see CONTACT section for a detailed map showing Presence Retail Store Location and information about Store Opening Times.

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What if we are buying in bulk?

Due to the outstanding product quality and value on the Presence Website, we have supplied many professional kitchens. If you are shopping in bulk for a restaurant, a catering establishment, a school or any other larger-scale operation, we shall assist you to find the right products at the right price.

To see what we can offer for bulk orders, please contact our Customer Service Team by email: info@presencedirect.com or by Telephone: +44 (0) 28 9182 0222.

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