I AM HAVING GENERAL PROBLEMS WITH ACCESSING OR BUYING FROM YOUR WEBSITE
If you are having any other problems, we recommend you make sure you have the latest updates and patches for your operating system.
If you are still having problems, get in touch with Customer Care, who will be able to help you. To help us solve the issue for you, please include as many of the following details as possible:
* Your Operating System (e.g. Windows XP, Mac OS 9.0)
* Internet Browser (e.g. Internet Explorer 6, Netscape 7.02)
* What URL you were trying to access (e.g. http://www.theApparelPlace.com/technical.asp)
* What time and date the problem occurred
* Copy and paste into the email any error message that appeared on the screen
I AM HAVING TROUBLE WITH MY SHOPPING BASKET
Items say in your shopping bag for as long as you are on the site, if you leave the site or stay on the same page inactive for more than 40 minutes, your shopping basket will be emptied and you will need to put the items back into it.
If items are disappearing from your shopping bag within 40 minutes, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping' links on the shopping bag page.
If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and click OK.
I CAN'T SIGN INTO MY ACCOUNT
When you want to shop with us or access your account, you will need to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.
If you can't remember your password, just type your email address in to the 'Forgotten your Password?' box on the sign-in page, and we'll send you an email to remind you what your password is.
You can change your password, main email address or any of your other details at any time just by signing into your account by clicking Join / Sign In at the top of the page.
Please note, that if you type in the wrong email address and/or password 3 times, you won't be able to log in again for 30 minutes.
I AM NOT RECEIVING YOUR NEWSLETTERS
One of the most common reasons for this that your email software is marking emails from us as junk mail, and are sending them to your spam folder. To stop this from happening, please add 'firstname.lastname@example.org' to your email address book, then emails from us should come through just fine.
If you checked this and are still not getting the newsletter, make sure you typed in the right email address when you signed up with us. Just sign into your account by clicking Join / Sign In at the top of the page (if you can remember what address you did type in), or get in touch with Customer Care, and we'll do our best to sort it out for you.
IS IT SAFE TO ORDER ONLINE?
Ordering online is safer than it's ever been. We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
* Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
* Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
* Data Integrity - this checks the data being transferred to ensure it has not been altered
WHAT IS 'MASTERCARD SECURECODE'?
MasterCard SecureCode is a service that password-protects your Maestro card details, to give added security when you shop online. They allow you to create a password that is known only to yourself, to use every time you use your Maestro card online.
To register for MasterCard SecureCode all you need to do is follow the instructions next time you place an order with us. Alternatively, you can sign up by contacting the bank that issued your Maestro card directly.
You’ll be asked to come up with a password (also known as a SecureCode) for your Maestro card. You only need to do this once then whenever you use the card online you will be asked to enter the password when you check out.
If you have already registered, you will be prompted to enter your SecureCode when you order.
We don’t currently require users of non-Maestro cards to sign up for SecureCode to be able to place an order with us.
To find out more information about these services visit the MasterCard SecureCode website.
MY PAYMENT HAS BEEN DECLINED
Try not to worry, this can happen for a number of reasons.
Try checking the details in your theApparelPlace.com account to ensure that your billing address is the same one the card is registered to.
If the problem continues, enter the details of another card and try that.
If you feel you aren’t getting anywhere then contact Customer Care who will try to advise you further.