Fun In The Sun - Shop Summer!

Frequently Asked Questions


Q: How do I order products on SHOP.COM?

A: It's easy. Simply search for the product you're looking for using the large search box at the top of the page. Then click on the See Details link from any search results page and add your product to your shopping cart or purchase directly from the store where appropriate.

Q: How do I search for a product?

A: Enter a word or a phrase into the search box at the top of the screen and click "Find." Use the drop-down next to the search box to search within a specific department. The site will return all matching products. You can also search within departments by using the department links at the left of the page.

Q: Do I have to pay for my order in full?

A: Yes. The total amount of all item(s) ordered will be charged in full to your credit card. Online orders cannot be paid for on an installment basis.

Q: I cannot find the product I want on the Web Portal. Can you help?

A: If you're having trouble finding the product you're looking for using our search box, try searching by using the category tabs at the left of every page. If you need additional assistance, please contact Customer Service at customerservice@SHOP.COM.

Q: How can I change the password on my account?

Click on the My Account link at the top of the page, then click on Change my SHOP.COM password under the account setup & updates.

On Partner Store sites:
Please consult the individual Partner Store site for further information on how to change your password.

Q: How do I enable cookies on my browser?

Mozilla Firefox (1.0 final release and earlier)

  1. Go to the "Tools" menu
  2. Check the box corresponding to "Allow sites to set cookies"
  3. Click "OK" to save changes

Netscape 7.1/Mozilla 5.0

  1. Select "Preferences" from the Edit Menu
  2. Click on the a row next to "Privacy & Security" in the scrolling window to expand.
  3. Under "Privacy & Security", select "Cookies"
  4. Select "Enable all cookies"
  5. Click "OK"

Microsoft Internet Explorer 6.0+

  1. Select "Internet Options" from the Tools menu
  2. Click on the "Privacy" tab
  3. Click the "Default" button (or manually slide the bar down to "Medium") under "Settings"
  4. Click "OK"
Q: I am experiencing problems printing information on product details. Please help.

A: To eliminate this problem, click on the top menu of your internet browser, then "Page Set Up" to edit the page margins. This will enable the product page information to fit in your page. If you continue to experience this problem, please contact Customer Service at

Q: What price will I be charged for products that are not in my local currency?

A: Foreign currency exchange data is provided by These rates are updated daily and are used to display product prices in the currency/currencies appropriate to each site. Such displays, where they occur, are provided as a convenience for our shoppers. Actual charges are in the merchant's currency.


Q: Is the ordering process secure?

A: Yes! Our website uses the latest 128-bit encryption technology to protect your personal information. Our ordering process is totally secure from the beginning to end. Every credit card purchase is backed by our secure server technology. Our software meets industry standards and is among the best available for secured transactions. All customer information on this server is encrypted for your protection. While most pages on the site are not encrypted, you will automatically enter the secure server whenever your personal information is requested. It encrypts all of your personal information so that it cannot be read during transmission over the Internet. For your security, we use the same industry standard SSL (Secure Sockets Layer) as leading major commercial shopping sites to obtain confidential user information.

Q: How do I purchase the items in my shopping cart?

A: Clicking on the OneCart link on SHOP.COM will bring up a listing of everything currently in your shopping cart. From here you can remove any items you no longer wish to order or change the quantity. When you are ready to order, simply click on the OneCart button and you will be led through the online ordering process. You also have the opportunity to complete your order any time you add something to your cart.

If you're purchasing a item, then you'll simply click on the cart link at the top of the page and you'll be led through the online ordering process.

Q: I'm having shopping cart problems. What do I do?

A: If you are experiencing problems with our shopping cart (such as adding products to the cart, but it still shows that it is empty), this may be because your browser is not set up to accept cookies. Click on "General information" under the "Troubleshooting" category, then review the questions regarding use of cookies.

Q: How do I learn more about an item I want to purchase?

A: Read the item description carefully. If you have any questions about the item, you can click on the See Details icon or contact your Shop Consultant.

Q: Is sales tax applied to my order?

A: In many states, your Shop Consultant may require the collection of required tax not only for the price of the item, but also the shipping and handling, which are considered part of the total selling price. If you require additional information regarding your state sales tax laws, contact your state revenue department.

Q: Can I make changes to my order after it has been submitted?

A: Our goal is to pack and ship your order as quickly as possible; therefore, we will not be able to allow changes to your order once submitted.

Q: Do I receive a confirmation for the order I placed?

A: If you purchase an item through your OneCart: You will receive an order confirmation email from SHOP.COM.

If you purchase an item through our Partner Stores: You will most likely receive an order confirmation from the individual store; please contact them directly with further questions.

Q: How do I add items to my shopping cart?

A: OneCart items:
Once you've found an item you'd like to purchase, simply click the See details magnifying glass icon on the product from any search results page and click on the Buy it Here button to add to your OneCart.

Partner Store items:
Follow the same directions above, except instead of clicking on Buy it Here, you'll click the Go to Store button and will be able to

Q: How can I delete an unwanted item from my shopping cart?

A: From your OneCart:
Delete an unwanted item by clicking on OneCart at the top of any page and clicking the remove item link.

For all other items, please follow the store's individual store's procedure for removing cart items.

Q: What payment methods do you accept?

A: Payment methods vary according to individual store policy. Please click on the See store info link located on every store page for more details.

Q: How do I update my credit card?

A: For OneCart purchases:
For security reasons, SHOP.COM does not store your credit card information online; you can enter your new credit card number at the time of checkout, when purchasing SHOP.COM products.

For all other orders:
Please consult the individual store's customer service page for their policy.

Q: How do I check out?

A: For OneCart purchases:
Click the OneCart link at the top of every page. From there, you can review what is in your shopping cart, add or remove items, and purchase your products using whatever payment options may be available. Then click Proceed to checkout.

For Partner Store purchases:
Please follow the individual store's procedures for checking out on their site.

Q: What is your return policy?

A: Each merchant selling product or services on SHOP.COM will have its own unique return policy. Before you place an order on SHOP.COM, please read the Seller's return policy. Please consult the individual store's policy by clicking See Store Info on each store's page on SHOP.COM.

Q: How can I check my order status?

A: For OneCart orders:
Log into your account and click on view my orders under account history. You will see you entire order history here and check on the status.

For all other orders, please consult the individual store's site for details.

Q: How do I track my order?

A: If your purchase is delivered by USPS or UPS, you can track your order online at or to see when the items you purchased will be delivered.

Q: When should I expect delivery?

A: Please consult the individual store's website for specific details on delivery.

Q: How much do you charge for shipping and handling?

A: For OneCart purchases, shipping & handling is calculated in the cart and varies according to each store's policy. You will have the opportunity to review this before completing your purchase.

For all other orders, please consult the individual store's website for shipping information.

Preferred Customer

Q: What is a Preferred Customer?
A: Our Preferred Customer Program is focused on developing quality, long-term relationships with loyal customers. As a preferred customer, you'll receive many great benefits that include:
  • Free E-mail
  • Customized Services such as the Nutri-Physical Nutritional Analysis
  • Special Pricing on New Products
  • The SHOP.COM Direct and other Product Catalogs
  • Toll-Free Ordering: 1-866-420-1709
  • Easy and Secure Internet Ordering
  • Multiple Payment Options

Q: How do I register to become a Preferred Customer?

A: While on the Web Portal, click "Sign in" on the upper right of your screen. Fill out the brief form, and you will be assigned a Shop Consultant.

Shop Tracker programme

Q: What is the Shop Tracker programme?
A: Shop Tracker is a revolutionary new loyalty programme exclusive to SHOP.COM in the United Kingdom and Spain that allows you to earn up to £40.00 per day, by shopping at your favourite online stores! Earn Points for purchasing the things you want and need, and have them delivered to your door. Please click on the Terms of Service link found at the bottom of this page for more Shop Tracker programme information.
Q: How do I earn SHOP Tracker Points?
A: Sign up for free as a Preferred Customer on UK.SHOP.COM or ES.SHOP.COM. Then there are three ways to earn points:
  • When you purchase from an eligible Partner Store on UK.SHOP.COM or ES.SHOP.COM.
  • When you invite a friend and they shop on UK.SHOP.COM or ES.SHOP.COM
  • • When anyone shops as a result of your initial invite.
Q: How do I see how many SHOP Tracker Points are in my account?

A: When you’re logged in on UK.SHOP.COM or ES.SHOP.COM, you can see how many SHOP Points are in your account by looking at the progress bar. Or, you can click on “My Account” and see how many SHOP Points you have. You can find “My Account” by clicking on your name in the header of UK.SHOP.COM or ES.SHOP.COM

Q: Is there a limit to the amount of cash I can earn with my SHOP Tracker Membership?

A: You can earn up to £40.00 per day for as long as you remain a member!

Q: Can I refer my friends?

A: Yes! You’ll earn SHOP Points on all of their future, qualifying purchases. Plus, they’ll start earning SHOP Points on all of their own eligible purchases!

Q: Who is eligible to participate in the Shop Tracker programme?
A: Anyone, as long as they:
  • Provide us with a valid e-mail address and password for account access
  • Are at least 18 years of age and reside in the United Kingdom, Spain and/or the Canary Islands
  • Have a valid, physical mailing address (a P.O. Box won’t work)
  • Create a Shop Tracker account by registering using our brief sign-up form
  • Adhere to the Shop Tracker Terms of Service found via the link in the footer of this page. Read this carefully for specific limitations.
Q: How do I get started?

A: Sign up as a Preferred Customer so we can begin rewarding you for your online purchases. Signing up is quick, easy and best of all, it’s FREE!

Q: How will I receive my cash?

A: When you request to redeem your Shop Tracker Loyalty cash from your account, you’ll need to verify your banking information so we’ll know where to transfer your funds.

Q: How do I make sure my purchase qualifies for SHOP Tracker Points?

A: When you shop for products using UK.SHOP.COM or ES.SHOP.COM and see the SHOP Points logo, you’ll know those products are eligible for SHOP Points. You can also see how many SHOP Points you’ll earn for each qualifying item. You can compare and sort products by various attributes, including price. Click the best deal to go to that store.

Q: What are some of the limitations for getting SHOP Points?

A: In addition to Shop Tracker limitations outlined in our Terms of Service, some stores may have further restrictions for earning SHOP Points. For example, a special sales event may make a purchase ineligible for SHOP Points. Using a voucher for some stores — including vouchers you may receive via e-mail, see on a voucher site or offered on a store’s website — could potentially void the SHOP Points for that store.. Since all stores have different terms and conditions, we cannot distribute SHOP Points for purchases at stores that follow this type of policy and impose certain purchasing restrictions.

Q: What should I do when a purchase isn't showing up in my account?
A: Most SHOP Points for eligible purchases appear in your Shop Tracker account within a day or two. In rare circumstances it can take up to 90 days. Other possible reasons for the purchase not showing up in your account may include:
  • The store might not recognise the purchase as complete because the item(s) might be on backorder, payment is processing, or other reasons. Contact the store directly to confirm that the purchase was processed. If the merchant confirms that the purchase was processed, please contact your Shop Consultant for further help.
  • You opened a Partner Store’s website in a different web browser. All Partner Store transactions must be initiated via UK.SHOP.COM or ES.SHOP.COM.
  • Your browser is not configured to accept cookies.
  • Your order was cancelled or the goods or services were returned.
  • You also used a separate discount or voucher, gift card, or a gift certificate.
  • Additional limitations for purchases on certain partner store sites might apply. See the store’s policy for further information.
Q: How does SHOP.COM know that I've made a qualifying purchase?

A: When you sign up and are logged in before you shop, qualifying purchases you make are tracked using your login information.

Q: What happens if I return, exchange or cancel a purchase?

A: Returns, exchanges and cancellations are subject to the individual store’s return policy. If you return, cancel or exchange part or all of a purchase, the store may reverse your purchase with us. We won’t be able to give you SHOP Points from that transaction. Please refer to the individual store’s page on UK.SHOP.COM or ES.SHOP.COM for more details.

Q: What happens if a store changes the SHOP Tracker Points amount since the last time I was on the site?

A: It’s possible that the SHOP Points amount has changed from what you may have seen on a previous visit. The SHOP Points you earn are what is posted with the product at the time of purchase, so we can’t honour a SHOP Points amount you saw on an earlier visit if it has changed.

Choose your shopping destination
Choisissez votre destination de magasinage
Choose your shopping destination
Choose your shopping destination
United States
United States
United Kingdom
United Kingdom

Hong Kong
Hong Kong


Shipping elsewhere?Expédition ailleurs?Shipping elsewhere?Shipping elsewhere?