Order FAQ

Something’s wrong with my order, what do I do? 

We’re sorry if we’ve made a mistake. If you have an incorrect item, please return it to us using the standard returns procedure, so that we can resolve the error. If the mistake was made on our part, the return postage costs will be refunded. If you need further help, please call us on +44 (0) 1622 851 436. For more information on returns click here. 

Can I cancel or amend my order? 

Once an order has been processed/despatched it’s usually too late to cancel, amend or make changes to your order. If you do need to make changes, please call us on +44 (0) 1622 851 436 as soon as possible. 

I can’t add an item to my cart, why? 

If you can’t add an item to your cart, it usually means this product is out of stock. You may be viewing an old, cached version of our website. Try clearing your browser cache and searching for your item in the search bar – if it doesn’t show in the results, it looks like we have sold out. 

Which payment methods are available? 

There’s a payment option for everyone, including Debit/Credit Card, PayPal, Apple Pay, Google Pay and Klarna. 

Will I be charged VAT? 

When ordering from www.beyondnrg.com all orders are subject to the UK standard 20% VAT. This has already been applied to the prices you see across the website. 

I haven’t received a confirmation email. 

You should receive a confirmation email once your order is complete, followed by a despatch email once your order has left us. If you haven’t received these emails, please check your account information to ensure the correct email address has been used. It’s also worth checking your junk/spam folder to make sure it hasn’t landed there. 

‘Pending transaction’, what does it mean? 

When placing an order with a debit/credit card, a request is sent to the bank to ensure the account has sufficient funds available. The bank then places a temporary hold on the funds whilst the transaction is authorised and security checks are performed, allowing the merchant to collect those funds at a later date or at point of despatch. If for any reason the pending transaction fails these checks, we will decline the transaction, and the bank will release these funds. These holds have an expiration date of 3-5 business days, depending on the banks policy. 

How do I use a discount/voucher code? 

Discount codes are applied at checkout once you have added your products to cart. The box to enter your code can be found on the checkout page just above the ‘place order’ button. 

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