Customer Service

Shipping & Delivery
Delivery is charged at a flat rate fee on checkout to all UK mainland addresses and is free over £500 to all mainland UK addresses. Orders are shipped same working day if order is placed and paid for before our 2pm cut-off. All items are posted within one working day after receipt of payment (back orders excluded). All items are shipped from our warehouses in Manchester or Leicester.

Items are shipped via 1st Class Standard Delivery if the order value is less than £20.00, otherwise they will be dispatched via a tracked service (courier varies depending on product size and value). This option ensures priority shipping and enables tracking facilities for you to track the shipping status. We work with the following courier companies to fulfil UK orders: Royal Mail, Parcelforce, UK Mail and Interlink; for international order fulfilment orders are sent with DHL.

We allow collections from both our Manchester and our Leicester shop, please contact us first to check that your desired item(s) is in stock. Please note that large orders can take up to 1 working day to prepare for collection, this is necessary to allow for stock to be moved between branches. If you are ordering from outside the UK, please contact us for associated delivery fees. If your goods have not arrived within 10 working days of confirmed dispatch (UK), you must notify us within 30 days of dispatch.
VAT, Duty, and Import Tax
VAT is included in the price of all items at the current United Kingdom rate of 20% for all sales within the European Union VAT area. Tax is not charged to customers outside of the EU Tax area. VAT registered business customers within the EU are responsible for claiming back their own VAT via the authorities in your home country. For more information about claiming back VAT visit this website: http://europa.eu/youreurope/business/vat-customs/refund/index_en.htm

If you are outside of the EU, please be aware that your home country may charge you import tax and duty for products purchased from us. We do not prepay import tax or duty and the full amount will be declared on exporting your order. Please check with your local authority to find out what the import tax and duty rate will be.
Privacy & Security
Click here to proceed to our full privacy policy.
Returns & Replacements
If you need to return a product for whatever reason you can do so via your Account page. Please read our full Returns Policy here before contacting us.
Ordering
To order from Shopmassive.com you will need to have a verified business account with us. To order you simply login to your business account and add the products you want to your basket and proceed to checkout. If you want to drop ship an order direct to your customer you can do so by changing the deliver address during the checkout process.

If you prefer to order from us via purchase order, then please contact your sales representative or email sales@shopmassive.com. (Note: We are now unable to facilitate low volume drop-shipping via email Purchase Order, please place all drop ship orders via our website or contact your Sales representative for further assistance.)
Payment, Pricing & Promotions
Our business users have the advantage of being able to log in to our website and their own personalized pricing tiers per product. Payments can be made via our secure checkout or via bank transfer.

We reserve the right to alter our pricing at any time without notice. All promotions are subject to their own terms and conditions and are all while stocks last.
Viewing Orders
To view your current or previous orders, visit the "My Orders" page within your account. From here you can check the status on orders, print invoices, and Reorder previous orders.
Updating Account Information
From your Account page, you can edit your account details, change your password, change your address, manage your address book, manage your newsletter subscriptions. If there is anything you are unsure about then feel free to ask us via the Live Chat facility on our website or email us via the contact us page.