Frequently Asked Questions

Ordering Online

• How do I order online?

  New Customer?  

  If you are a new Adventa customer click ‘Register’ at the top of the website in order to register your details. Please then wait 48 hours for our dedicated sales team to add you to the Adventa customer database. After this you will then be sent an email that contains a link which you will need to click onto generate a new password. 
  Adventa customer? But new to ordering online?

  Existing Customer?

  If you are an existing Adventa customer and you would like to use the Adventa Ecommerce Platform, please contact your Account Manager who will be able to provide you with an account. Alternatively, simply click Login/Register at the top of the website and then fill in the Request an Account section. Once the Adventa team have approved your request and completed your account you will received an email that contains a link which you will need to click onto generate a new password.

  Existing Online customer?

  Once you have registered to the Adventa Website you can search the Product Range to find the product you are looking for. Just click Login to order. Once you have logged in just click Add to cart by the product that you would like to purchase. Once you have completed your order simply click the shopping basket tab on the right hand side and click ‘Proceed to checkout’

  Were we able to answer your question? If not, click here to contact us.

• I am based in the USA - can I order from you?

  Yes, we have warehouse facilities in New Jersey, USA, so please contact us directly on (TOLL FREE) 844 458 0106 or [email protected]

• Am I able to amend my order once it's submitted?

  No. Once 'submit order' is clicked, your order is sent immediately to our warehouse to process for delivery. You cannot then amend or cancel the order.

• Can I cancel my order?

  Unfortunately once you have clicked ‘submit order’ we are unable to allow cancellations. However please call and speak to our Customer Service department on +44 (0) 1686 625100 within 1 hour of submitting your order as they may be able to make changes. Changes will be made at their discretion.

• How can I order samples with my order?

  If you would like to order samples with your order then please list the item name and desired quantity in the Order Comment box at the end of the checkout process.

• How can I request special requirements such as large volumes, bespoke colours or print?

  As we are designers and manufacturers, we can of course make specials! However, unfortunately we are unable to process bespoke orders via our ecommerce platform please email through your requests to [email protected] or call your account manager on +44 (0) 1686 625100.

 

Delivery Information

• Can I collect my order?

  Yes of course, just tick we will arrange our own collection during the checkout process. If you have any specific information regarding the time & date of collection and also your courier details please include them in the notes field.

• When will my order be delivered?

  For UK customers if you have selected Next day Delivery and you have ordered prior to 2pm then you will receive your order next working day, Monday – Friday. Please note this excludes the Scottish Highlands and Islands, Northern Ireland, Isle of Wight or Channel Islands. This is also not applicable to non-stock lines and out of stock items.

  If you have ordered after 2pm on Standard UK Delivery it will arrive 2-3 working days.

  You will be notified when your order will be delivered on your shipment notification email.

  If you would like more information then please use our Contact Us Form and select ‘Delivery Enquiry’

• Can I track my order?

  Yes you can, once you have made an order online you will receive an email confirming that we have received it and that it is being processed. Once the order has left our warehouse you will then receive another email to inform you that it has shipped.

  For a more specific location and time, please use the Contact Us form and select ‘Delivery Enquiry’. One of our dedicated customer service advisors will then be in touch to let you know.

 

Account Information

• How can I open a credit account?

  If you place an order for £2500+ and 6 months of pro-forma payment you can apply for a credit account. Normal checks require at least 2 weeks before an account can be opened. Credit limits maybe altered or refused at our discretion.

• I have forgotten what my available credit limit is?

  If you need to know what your credit limit is or how much is available to spend then simply visit your Account page and click Credit Limit on the left.

• Can I have my order delivered to a different address?

  Yes. There is an opportunity for you to enter the delivery address details on the address page of the Checkout. Or, if you click My Account on the right hand side you will be able to create additional addresses.

• Can I have multiple delivery address?

  Yes you can, just visit your Account and click Address Book. You can then click Add New Address at the top to add a new address.

• I've forgotten my password? What do I do?

  Click Login/Register at the top of the page. On the Login page click 'Forgotten password'. Enter your email address and then you will receive an email from us that contains a reset link. Once you have clicked the link it will take you to a page to reset your password.

 

Payment Section

• What payment options do you accept?

  We accept Visa Credit, Visa debit, Electron, Mastercard.

  If you are a UK based customer we can accept American Express, but we do have a charge of 2.9%.

  If you are an account customer then you can Pay on Account as long as its within your credit limit.

• Can I store my payment details online?

  Due to security concerns we do not store any payment information online. The safety of our customer's payment information is vital and therefore we do not store any payment details online.

• Can I store my payment details online?

  All the prices on our website exclude VAT. However VAT will be added to the total at the end of the checkout progress.

 

Customer Services

• I have received a faulty item?

  If you have received an order with a faulty item please fill in the online Contact Us form within 3 working days after the date of delivery or collection. You will need to select 'Faulty Item' as an option and fill in all the relevant mandatory fields.

  Our Customer Service team will then look into this fault and will contact you within 48 hours.

  If we cannot fix the fault then we will aim to get you a replacement as soon as possible.

• How do I return an item?

  Hopefully you won't need return an item, however, if you do, it is our aim to make this as simple as possible.

  Please fill in the online Contact Us form within 3 working days after the date of delivery or collection. You will need to select 'Returns' as an option and fill in all the relevant mandatory fields. Items should be returned to Adventa unused in a saleable condition, with their original packaging and with all component parts.

 

Catalogues & Newsletters

• Can I have a catalogue?

  Our catalogue is available online and you can access it by clicking on the following link: Ecatalogue

  Alternatively if you would like to have a hard copy sent to you in the post please email: [email protected]

• How do I register for the Adventa Newsletter?

  When you register for an account with us we will ask you to fill out a registration form. Please tick 'Tick here to receive regular updates & news from Adventa if you would like to receive our newsletter.

  If you did not click this but you decide at a later date that you wish to receive the newsletter then go to Your Account, click on Newsletter and tick General Subscription.

• How can I unsubscribe from a newsletter?

   

  If you no longer wish to receive our newsletter then you can click unsubscribe at the bottom of the newsletter. Or alternatively go to Your Account, click on Newsletter and then unsubscribe

 

Display & POS Assistance

• Will you help me to display products?

  Yes we have a wide selection of point of scale options available, please contact your account manager directly to discuss the options further, or see the POS section of the website.

• Do you have retail packed products?

  Yes we do, we have a full range of our products in retail packaging. Please see the retail packed section of our website for the full product range. Retail Packed