Don't be shy! We're here to help.
Welcome to our FAQs! We're here to help, so we've collected together some of the questions we're most commonly asked and provided the answers on this page. If you're looking for information about our services or products, you'll hopefully find it below.
If you are looking for our Terms and Conditions please find them here.
Do I need to register to shop online?
No, you don't need to register to order online. As you checkout, you'll again be asked whether or not you'd like to create an account, and you can choose not to if you wish.
However, we would recommend creating an account so that you can easily checkout when placing future orders.
How do I sign into my account?
First you will need to have registered and created an account. Click on 'My Account' at the top right of the website and enter the details requested. Alternatively, when you're at the checkout just click on the 'Sign In' tab.
How do I change my personal details?
You can change your personal details by logging into your account and selecting 'Edit Personal Information'.
I've forgotten my login details
Not to worry. Just click the 'Forgot your password?' link on the log in page and enter the email address you registered with. We'll then email you with further instructions.
My account is locked
It happens to all of us, if you have had 6 unsuccessful password attempts, you will be unable to log on. Contact Us to have the password reset.
My account is not recognised
Sorry your details are not recognised, make sure to check your email address is correct, and then if it is still not recognised, you can easily set up an account.
What payment methods can I use online?
We offer various ways for you to pay for your order, via Paypal for enhanced security.
This includes: MasterCard, Visa, Visa Delta and Maestro.
What currency can I use on the website?
We always bill our customers in UK Sterling; however this may be shown on your statement in your local currency. Please contact your bank who will be happy to advise you on this.
Why has my payment been declined?
Your payment might be declined for a number of reasons. Please Contact Us and we will be able to give you more details.
Will it show up on my bank statement?
We understand that privacy is important to our customers, so your transaction will show as 'creativeand' on your bank statement.
When you place an online order at FizzyKnickers, we may ask for certain personal information such as your name, email address, delivery and payment details, and all of this information is held on secure servers.
How secure is my transaction?
Shopping at FizzyKnickers is safe and secure. We're committed to respecting your privacy and we promise never to release your personal details to any outside company for mailing or marketing purposes.
How do I know you have received my order?
You will receive an order confirmation email to the email address you provided when ordering. If you have placed an order and not received this email, please check your spam folders. If you still find you have not received the email please Contact Us.
Can I add or remove items from my order once confirmed?
Unfortunately as our orders are dispatched very quickly, once the order has been confirmed we are unable to amend any order details.
How do I cancel my order?
The Consumer Contracts Regulations advises that you have 14 days to cancel your order contract with us. The 14 working days start from the day after you receive your order and if you wish to cancel your order you can do this by returning the items to us with a covering letter and the returns form within your delivery. If you do not have your returns form please ensure you include your name, address and a contact number in the covering letter.
When you checkout, you will be able to calculate your shipping cost, dependent on where in the world you are ordering from. The checkout will always clearly explain which options are available to you.
We offer flat rate costs to provide a fair, cost effective service:
- UK £3
- Europe £12
FizzyKnickers uses Royal Mail Tracked Delivery and DPD couriers with 1-3 days delivery time.
Products are mailed in bubble-wrap envelope or a plain box (depending on the nature and/or size of your order). There are no markings on the back or side of your parcel. The only markings are your address label on the front, which appears as below, and a Royal Mail Delivery or courier sticker depending on the service used.
I have placed my order but the wrong delivery address has gone through - can I change it?
If you spot this error on your confirmation please Contact Us as soon as possible and our customer Services Team will be happy to advise. We will do our best to get this re-routed to you although unfortunately once dispatched we are unable to amend your order.
My order has not arrived?
If your delivery is more than 4 working days overdue, or 6 days overdue including weekends/ bank holidays, then please Contact Us and we will investigate. To help us process this as quickly as possible, please make sure you have your order number to hand when you call.
How do I return an item/s?
Please return your item(s) using the following address, or the label provided in your parcel on your delivery note.
PO BOX 228
Please note: Goods will only be accepted for return if they are despatched within 14 days of delivery, 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.
How do I apply a promotional code?
If you acquire an FizzyKnickers promotional code, it's valid for use online only at fizzyknickers.com, and not in product shops or by phone, unless otherwise stated.
Enter your promotional code by navigating to your shopping bag at the top right of the website. When you're in your bag, enter the code and click 'Apply Code'. The discount will then automatically be deducted.
Orders must be placed before 23:59 on the expiry date of the offer.