FAQ

If you have a question about shopping online at The Ex Pat Market Place, you may be able to find an answer below. Here are some of our customers’ most frequently asked questions.

If your question is not answered below, please contact us

How do I use the online store?

Shopping with us is easy. We have designed our site to be as simple as possible, and hope you find it so. To begin shopping with us, you can find your item in a few ways:

To find our most Popular products quickly See here

Another quick  search method is to use the search box in the top right hand column. Just type in the brand, type or model number of the item you are looking for and click the search button, or press enter.

Once you have found the item you are looking for, you can click on the image for more details about it. If you would like to buy the item, click 'Add to basket' and the product will be sent to your shopping basket at the top of your screen. You can add as many items as you like to your basket by repeating these steps.

When have finished shopping and would like to complete your purchase, click on the view basket button. This will take you to a check-out screen. Your order value will be confirmed, and on the next screens you will be asked to log in or register as a new customer. Once you complete this page and press the complete order button, you order is sent to us. You will receive an e-mail confirming the purchase you have made. It's as simple as that!

For more info on how to shop with us click here.

To see our Terms and Conditions click here

Where are you located? See our about us section

Orders & Delivery

Can i order on the telephone?

 Yes you can,just call our team on 0034 950 104 332 between 10am-5pm- Mon-Fri  with the items details,item price and the item reference number on our site.

Can I specify a delivery date when ordering?

You will be sent an e-mail with the delivery date once you have paid for your goods-unfortunately we can't offer you a choice of delivery dates to pick from when ordering.

Depending on your order, someone may need to be present at the time of delivery to sign for the items but you can specify a delivery address different from your home or main contact address, if more convenient.

How do I know if my order has been received?

When we receive your order, an Order Acknowledgment screen will be generated, issuing an order reference number. Please print out this page for future reference. You'll also receive an email confirming that we have received your order details.

Can I add to an existing order?

You can add items to your order until you confirm your payment details and complete the order. Once the order is confirmed, you can't add items to the same order. If you’d like to order additional items, please place a new order.

If i place an order with you can i cancel it?

Yes you can depending on the circumstances

If i cancel my order how long before i get a refund?

We do not debit your credit cad until your order has been shipped.If we have taken your payment we will refund your payment within 7 days.

When will my order be delivered?

After you have placed your order, we will send you a confirmation e-mail. We'll contact you to arrange a delivery date as soon as your goods are ready to be dispatched.Delivery usually takes 10-14 days.Larger items can sometimes be longer.

Please Note: If your order is made up of a combination of items, deliveries may be made separately.

Do I have to be there to sign for delivery?

Most deliveries require someone to be present to accept and sign for the delivery. This is simply to ensure the goods were delivered and received correctly  you can also specify a delivery address different from your home or main contact address, if more convenient.

Can i collect my order?

Yes see our Shop and Collect  service

Can I return a product, exchange it or get a refund?

We want you to be totally satisfied with every purchase you make from us. If for any reason, you are not completely happy with your purchase, please see our returns  page.

Where do you deliver and how much is it?

We currently deliver Free to mainland Europe (excluding BFPO addresses)

If you are outside Europe we will deliver to you,please contact us

for a delivery quote Before you order online!!

Will I need to pay anything else when the products are delivered?

If you live in the European Union, you won't. The price shown in your shopping basket includes free shipping and all other charges already. Excluding the zones that have added tax, eg Canary Islands, etc. If you live outside of the European Union, call your local Chamber of Commerce they should be able to give you full information straight away. You should tell them you want to import products from the European Community.

And here you have the duties you might pay for deliveries to different countries:

Please Note: This information is from the DG Trade European Commission Website and is to be used as a guide only. Customs payments and rules do vary from one country to another and it's difficult to know the exact variations between them.

We recommend that you call your local Chamber of Commerce to get more exact information. You only need to tell them you want to import products from the European Community.

IMPORTANT / Customs Duties: By law the original invoice must accompany your package when clearing customs. Under no circumstances can we alter the total amount of your order to reflect a lower price.

Please see delivery information for more details.

Are receipts sent with deliveries?

No, we e-mail you your receipt as soon as you place your order.

Shopping online at The Ex Pat Market Place

Are my details secure?

• A padlock will be visible in either the bottom right of your web browser or in the top right hand corner of your browser this depends on the browser you are using, this means you are in secure mode – this should always be when entering personal or payment details.
• Being in secure mode means all your details are encrypted for increased security (128 bit)
• We use advanced encryption so that your card details cannot be seen
• We use the Secure Socket Layer (SSL) for all orders placed – this prevents you from inadvertently revealing any personal information
• We do not store your card details (that is why we ask for them for every order placed)
• The three digit card signature code will be required to place an order – this ensures that your card cannot be misused

How can I check latest prices?

We're always checking our prices and running special offers. With so many great deals, you might find that many items are cheaper than you thought! Luckily, The Ex Pat Market Place always has the latest prices. Wherever you see a price advertised on this website, you can be sure it is the latest price available.

Please note that prices can change on a daily basis.

How can I pay for my purchases?

If the value of your First order with us is over 500€ we can only accept payment by Bank Transfer or PayPal:

You can pay for your purchases online using most major credit or debit cards, including MasterCard, Visa Credit Card, Visa Debit Card, Visa Electron, Maestro and Solo.

Which currencies do you accept payment in?

We accept payment in Sterling,Euros,and in American Dollars

 See our How to Pay section for more info

What should I do if my credit/debit card was refused while placing an order?

If your credit or debit card was refused while placing an order on The Ex Pat Market Place, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.

How can I get more information about a product featured on this website?

For more information on any products featured on this website (how to set up, what it is made of, compatibility, after-sales service, warranties, etc.), please contact the manufacturer directly.

I have not received my order on the agreed delivery date what do i do?

Please contact us quoting your order number and your details and we will get straight on the case!

How can I view and update my account details?

Once you've registered with The Ex Pat Market Place, you can log in to your account at any time using your login details to view and update the personal details you have saved or to view past or present orders.

I have forgotten my account login details what do i do?

Click on the forgotten password link located in the top left hand column on the home page, a new page will open where you can enter your email address. You will then receive an email with your new password.