If you need assistance at any stage of your order with Norton Barrie we will be more than happy to answer any questions you may have. We have compiled some of the more frequently asked questions below, you might well find the answer you're looking for here.
Using the Website
All items listed as 'in stock' on the website (shown on product pages after a size is selected) are held either in our warehouse or one of our stores, ready to be dispatched to you within 24 hours. Please note that stock is not reserved in your shopping basket, if you do not check out it may be out of stock later.
We currently accept payment by MasterCard, Visa, Visa Debit, Delta, Maestro, Solo, Visa Electron or American Express. You can also pay with PayPal. When selecting this option you will be directed to the PayPal site to log-in to your PayPal account and review the order details. Once this transaction is complete, you will then return to our website.
If you have a valid discount code you can apply it to your order either in the shopping basket or checkout.
If you code is not working please check the date and products the code is valid for. If you need further help please contact us on 01625 528 233 (between hours of 09:30-6pm Mon-Fri, 11am-5pm Sun) or email us.
If you have funds available in your account your transaction may still be declined for various reasons. You will receive an email from us shortly after your transaction is declined explaining the reason why and what you will need to do to successfully place the order.
Please note: Your billing address and postcode must exactly match the address registered to the account related to the card you are using. You are still able to select a different shipping address, however the billing address MUST be correct for the card you are using.
If you need any help making a transaction please contact us on 01625 528 233 (between hours of 09:30-6pm Mon-Fri, 11am-5pm Sun) or email us.
We can assure you that we never accept payment for declined transactions. Your bank may authorise a transaction before it is declined. In these cases your bank will place a freeze on funds in your account to the value of the transaction you attempted. All declined payments are automatically voided by us so any frozen payments will typically be placed back into your available balance after 3-5 days, however your bank may be able to lift the hold on funds if you contact them.
We offer FREE 2 working day delivery on all UK orders as standard. If your order is over £150 you will receive FREE Next Working Day delivery (when ordered before 4pm). UK Next day delivery can be added to orders under £150 for £4.95. We also offer UK Saturday delivery for £9.95.
You are also able to collect your order from either of our stores for FREE.
Please visit our delivery information page for more details and international delivery options.
We provide a delivery estimate in the shopping basket to let you know we we expect your order to arrive. Delivery times will vary depending on your location and delivery method selected. Please visit our delivery information page for more details.
We can only accept payments that have passed through our online checkout security, therefore, we are unable to take orders over the phone.
We aim to dispatch all orders as fast as possible (within 24hrs), therefore it is important to notify us that you wish to cancel as soon as possible. If we have already dispatched your order we are happy to accept returns up to 30 days after you receive goods. Please please contact us on 01625 528 233 (between hours of 09:30-6pm Mon-Fri, 11am-5pm Sun) or email us if you would like to discuss cancelling an order.
We aim to dispatch all orders as fast as possible (within 24hrs), therefore it is important to notify us that you wish to update an order as soon as possible. If we have already dispatched your order we are happy to accept returns up to 30 days after you receive goods. Please please contact us on 01625 528 233 (between hours of 09:30-6pm Mon-Fri, 11am-5pm Sun) or email us if you would like to discuss making a change to your order.
All orders are delivered using a trackable service, we will send you a dispatch confirmation once the order is picked up by our courier. The dispatch email will contain your tracking number and the name of the courier who will deliver your package. You can use this tracking number to find out where your package is on the courier's website (see below)
If you have not received your tracking details please check any spam or junk folders as our email may have been incorrectly placed there by your email provider.
Please be aware deliveries can be made anytime between 8am and 9pm.
If you do not have any tracking details please call us on 01625 528 233 or email us and we will be able to provide an update on your order.
You have up to 30 days after receiving your order to return any unwanted items to us either for exchange or a refund. We also offer extended Christmas returns when we will accept returns for a longer period of time. Please visit our returns policy page for more information on returning items to us.
If your item is incorrect or faulty please contact us immediately on 01625 528 233 (between hours of 09:30-6pm Mon-Fri, 11am-5pm Sun) or email us so we are able to advise you further.
Refunds are processed within 1-3 business days of the item arriving back to us. We advise using a tracked return service so you know exactly when the item arrives. You will receive an email confirming your refund as soon as it is processed. The funds will then be transferred back to the orignial payment method, please allow 3-5 business days for the refund to appear on your account statements.
If you can't find the answer you're looking for please feel free to contact us on 01625 528 233 (between hours of 09:30-6pm Mon-Fri, 11am-5pm Sun) or email us .