Natural Cane Drinking Straws
FAQs – Answers to your Questions
Delivery
Is shipping free?
Yes, standard shipping is included free of charge. Delivery is normally within 2-4 working days.
If you would like your straws quicker then we also offer express delivery which is usually delivered within 1-2 working days.
Where is my order?
If your order has been sent to you using a trackable service, you can follow its journey to you. You'll receive a despatch confirmation email once your order is on its way and the expected delivery date. Simply click on 'Track Order' link within the email and this will take you to your account.
Sign into your account
Go to the ‘My Orders’ tab
Select the order you wish to track
Click on 'View Tracking Details'
You will now be able to see the full tracking history.
How will I know my goods have been dispatched?
As soon as we've dispatched your order, you'll receive an email from us confirming the details of your purchase and the delivery method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.
I have entered an incorrect address what do I do now?
If you have miss-spelled or auto-filled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong kindly notify us via email at [email protected]. If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after 24 hours of incorrect submission.
How will my order be dispatched?
From Monday - Friday orders made before 12 noon (GMT) will be dispatched by courier that same day and delivered within 2-4 working days or sooner depending on the delivery option you chose during checkout. Orders made after the 12 noon (GMT) cut-off time will be dispatched the next working day and once again, delivered by the option you chose. Orders made on Friday before midday will be dispatched the same day and we don't dispatch or deliver on public holidays and some destinations may take just that little bit longer.
How will my order be dispatched?
From Monday - Friday orders made before 12 noon (GMT) will be dispatched by courier that same day and delivered within 2-4 working days or sooner depending on the delivery option you chose during checkout. Orders made after the 12 noon (GMT) cut-off time will be dispatched the next working day and once again, delivered by the option you chose. Orders made on Friday before midday will be dispatched the same day and we don't dispatch or deliver on public holidays and some destinations may take just that little bit longer.
Returns
What is your returns policy and how do I return?
We offer a 100 % money back guarantee, if the product is defective or damaged. We give you 30 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include all a name and order number on the returned parcels.
Please note: If you your package is on the way, you must wait for it to arrive and return it before receiving a refund.
Do I need to pay for my return?
You are responsible for paying the shipping cost to return the item unless the product is defective.
When will I receive my refund?
If you are returning online orders, we aim to process your return and issue your refund within 10 days of receiving the return.
For online orders, we will send you a Refund Confirmation email as soon as we have issued your refund.
Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.
Payments
How can I pay on your site?
You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.
Mastercard and Visa credit cards
Maestro, Visa, Solo, Electron and Mastercard debit cards
American Express cards
PayPal
We also offer other payment options for businesses, please send us an email at [email protected] or call us on 01483 363115.
When is payment taken from my card?
When you place your order we debit the full amount from your debit/credit card.
If for any reason we are unable to send an item, you’ll only be charged for the items we do send.
Why has my card payment failed?
We do understand how frustrating it is when a payment fails, which could happen for several reasons.
Please check the following:
All details have been entered correctly
The billing address is the same as the card’s registered address
You have sufficient funds available
We accept the payment method/card type
If everything seems to be correct and it’s still not working, please try using a different web browser; Google Chrome, Mozilla Firefox, Internet Explorer for example. Please also try clearing your browser’s cookies and search history.
If none of the above works for you please contact us and we will look into this for you.
Your Account
How do I register for an online account?
You can register for an online account in two ways:
1. Choose the products you wish to purchase and proceed to checkout. Fill in the 'New Customer' section and complete the checkout process. We'll send you an email to confirm your online account as well as order confirmation.
2. If you don't want to place an online order right this minute (deliberating over your perfect product needs time, after all) you can select the 'Login or Register' link located at the top of the website and enter your registration details.
How do I log out of my account?
Once you have signed into 'My Account', the 'Login or Register' link found at the top of the website will update to 'Logout'. As soon as you've clicked this link, a confirmation page will pop up, telling you that you've logged out of your account.
I’ve forgotten my username/ password.
Don't fret, this can be fixed in no time. Your username will be your email address. If you forgot your password, click the 'Forgotten your password?' link. A new page will pop up, asking you to enter your email address. Once you've done this, click 'Submit' and voila! a new password will be emailed to the address that matches your account username.
If you're still having problems logging in, please send us an email to [email protected] and we will be happy to assist you in any way we can.
Can I change my password?
You can change your password at any time from within 'My Profile' when you're logged into your account. Simply select 'Change my Password' and follow the onscreen steps.
What are the benefits of having an online account?
By registering your details and creating an account you'll be able to keep an eye on your order history and status, keep a log of multiple delivery addresses, update your personal profile and enjoy a speedier checkout.
Promotions & Discounts
Where do I enter my promotion code?
Promotion codes can be added during checkout by entering your code into the promo code box.
When will the discount be applied to my order?
When you enter the promotion code it will apply as soon as it has been entered if valid.
Can I enter more than one promotion code?
Using a discount code on your order? You can only use one per order. If you enter two, we will take the last valid promotion code you entered.
Why doesn’t my promotion code work?
If your code isn't working ensure your order meets the terms and conditions for the specific promotional code.
We only accept official The Cane Straw Co promotion codes distributed from the The Cane Straw Co website, our Newsletter, Marketing emails or The Cane Straw Co affiliates such as Vouchercloud.
If you have sale items in your order it may void the promotion’s validity.
How many times can I use the same promotion code?
This will vary depending on the specific promotions. While some promotion codes may be single-use only, others may be used as often as you like. The restrictions will be clearly displayed in the terms & conditions of each promotion code.
My promotion code didn’t apply correctly, what can I do?
If you find that your promotion code isn't working, please check the below:
You can only use one discount/promo code per order.
Discount/promo codes cannot be used for gift vouchers or for any delivery charges.
As our discount/promo codes vary, so do the terms and conditions of each. Make sure you check when you receive any codes as some may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website. Check out our T&Cs for more information.
If you've received the code in an email from The Cane Straw Co, the code may also be locked to that email address. Make sure you're trying to use the code using The Cane Straw Co account with the same email address as the one to which we sent the code.
If your discount code is still not working after checking all of the above, please get in touch with us so we can help you further.
Do you offer blue light card discount?
Yes, we give those in the NHS, emergency services, social care sector, and armed forces and signed up to the Blue Light Card 15% off any Home & Family orders.
