If you are having a problem with your account, we have collected some of the most common questions that we are asked here for you to try and help. If you are still
having problems contacting us after reading these help articles, please contact us.
I have forgotten my password, what can I do?
Don't worry, if you have forgotten your password, we can recover it for you. There are two ways of getting to the password recovery page. The first is to click on the
"forgotten password" link in the left hand navigation (shown below).
The second method is if you are already on the login page, you can click the link at the bottom of the login form (shown below).
Both of these methods will take you to the forgotten password page (shown below).
Simply enter your email address (make sure that its the email address you registered on the site with!) and click the "send password" button and the site will email
your password to you. If the email does not arrrive within 45 minutes, check your spam folder to make sure that the email hasn't been incorrectly flagged as spam.
Note: if the site cannot retrieve your password for any reason (if for example you do not have a registered account, or your email address is not
recognised) then a message will be displayed explaining what the problem was.
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How can I convert my guest account to a registered account?
If you have placed an order using the guest checkout and you do not already have a registered user account, you can convert your details into a registered account.
The benefits of having a registered account are that you have access to the quick checkout, can view your order history, check your order status, and set up wish lists.
When you placed your order through the guest checkout, your confirmation email should have link in it to convert your guest account to a registered account. Click the link
and you will be taken to the account conversion page (shown below).
Simply enter the email address that you placed your order with in the text box and click the "Convert My Account" button. The site will send an email to your account with a
link that you must click on to verify your email address. We ask users to do this to make sure that their email address is correct and also to make sure that the person trying
to convert the account is the person the email address belongs to. If the email does not arrrive within 45 minutes, check your spam folder to make sure that the email hasn't
been incorrectly flagged as spam.
Once the email has arrived, click on the link and you will be taken to the account verification page (shown below).
Most of the details will already be filled in for you. If they aren't simply enter your email address and the validation code from the email that you were sent. Finally,
enter and confirm the password that you would like to use for your account and click the "Validate This Email Address and Complete Registration" button. Once you have done this
you will be logged in and your account will be converted.
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I have registered, but I can't log in, what can I do?
If you have registered an account but are unable to log in, please check the following:
- Is your email address correct? check that you are using the correct email address that you registered your account with.
- Have you forgotten your password? if you have forgotten your password, you can request your password.
- Have you validated your account? you should have received an email when you registered that had a link in for you to click to validate your acount.
If you have not had the email, please check your spam mail folder to see if it has been incorrectly flagged as spam. If you still have not received the email, you can
click here, enter your email address and click the link above the form to have the verification email
re-sent to your email address.
Usually the login form will tell you why you can't log in, so if you aren't registered, or you haven't validated your account you should get an error message in bold
explaining what the problem is.
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