Can I order by telephone?
Certainly.

Telephone us on 44 (0) 191387 8903, our office hours are 9am - 5 pm Monday to Friday, outside these hours there is always an answering machine on. If we cannot take your call we are probably helping other customers and so please leave you name and telephone number and we will telephone you back for your order. Do not worry about discretion on the call-back as we will introduce ourselves as Tan Express Vertical Tanning and shall make no reference to anyone other than yourself. 

How do I shop?
You can navigate our site by clicking on the menu on the top of your screen. When you find an item you wish to purchase select the product (if any) and click the button add to basket , you can also select the quantity you wish to order (the default is one) . When you have all of the item you wish to purchase click on the checkout button at the top of the menu. You will then be taken to our checkout pages.

How can I place an order?
You can place an order via our online ordering system, or alternatively you can place an order by telephone, fax, email or post. If you decide to place an order by email please DO NOT send us your credit card details in the email we will telephone you back and ask for them.

How do I return goods to you?
Due to the personal nature of many of our goods, we are unable to accept returns for refund or credit, unless a product is faulty. If an item is faulty please contact us for return instructions. The address to return your items to is: 

Returns Department
Tan Express Vertical Tanning
1 Elliott Street
Crook
Co. Durham.
DL15 8QH
United Kingdom

What if I have a query?
If you have a query you can use our online form, email us, or telephone us on 44 (0) 191 387 8903 and we will gladly answer any questions you have. If you telephone us and you get an answer machine it is probably because we are dealing with other customers please leave you name, contact number and brief details of your query and we will telephone you back. We guarantee to return all messages within 24 hours.

What if you cannot obtain the item I have ordered?
If your item is not in stock we will back order the item for you, no charge will be made until the product is shipped.  You will always be emailed with the option to cancel your order if you would rather not wait.

Will my order carry a guarantee?
We guarantee your satisfaction. All of our products come with a 30 day no quibble guarantee. Any unopened bottles can be returned for a full refund. No part bottles allowed.

If any item is faulty we will happily exchange it for you. You must return the item to us within 7 days of receipt.

Due to the personal nature of most of our products we can only exchange items that are unused, this is something that we are sure you can appreciate and cannot offer refunds or credits. Please enclose with the item a brief letter explaining the problem and containing your name, address and order number.

Also due to differences in all humans we cannot guarantee our herbal products will produce the desired effects in every customer, we are sure you can appreciate this.

How can I get details of my order progression?
We are currently working on a customer account area whereby customers will be able to track their order via our website. Until this is implemented you can contact us by any of the above methods and we will gladly give you a progress report. However all orders are usually within 7 days. If there are likely to be problems with an order or an order is likely to be delayed we will contact you as soon as possible to explain the reason. If you do not wish to wait we will give you suggestions of alternatives or offer a full refund. The choice will always be yours.

How can I pay for my order?
If you use our online ordering system you can pay by Credit Card or Debit Card. You can also use our offline ordering system where you can pay by Cheque, Postal Order, Bank Transfer or Cash. However, we advise our customers not to send cash through the post unless 100% necessary and then by recorded delivery only.

What will show on my credit card statement?
The name that will show on your statement is Tan Express Vertical Tanning.

How do I buy?
When you have placed the items you wish to purchase in your online basket simply click on the checkout button located at the top of the menu on your screen. This will then take you to our ordering page where you are requested to input your delivery details and payment details.

How will my products be shipped?
We use Royal Mail to ship the majority of our products. Larger orders and larger items are sent by Parcel Force. 

Is your online ordering system safe?
Customer details and security are very important to us. All orders are taken via Secure Hosting's Secure Servers. Secure Hosting specialise in credit card purchasing via the Internet and use the latest 128-bit encryption technology. The credit card number is checked against your address for verification and if there are any discontinuities the transaction will not be authorised. It is so safe that we would recommend people use this service instead of sending credit card details through the post.  In addition to these checks we take a random number of our customers and contact them to confirm they have recently placed an order online. In line with our discretion policy we will always introduce ourselves as Tan Express Vertical Tanning and check to ensure it is convenient for you to talk, if it is not convenient to talk give us a time to ring back and we will do so. We will NEVER offer the information of what was ordered, however we may ask you to tell us one or two items that were ordered. The most important thing to note, if you are one of the random samples, is that we will NEVER ask you to give us your full credit card details again unless you are placing another order. Therefore DO NOT volunteer this information. Your credit card details are deleted from the secure server upon completion of the transaction.

What do you do with my personal details?
Tan Express Vertical Tanning respect your privacy and as such you can be rest assured that we do not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details. 

Shipping and Handling?
All orders are shipped in UK are normally shipped within 24 hours of order ,but please allow 7 days for delivery. For International orders there is a small postage fee, which is shown and calculated at the point of completing your transaction.

When will I receive my goods?
Products are usually delivered within 2-7 days, however please allow up to 14 days for the delivery of International orders. Orders received on Saturday or Sunday will be despatched on Monday. There will be no despatch on bank holidays and orders received on bank holidays will be despatched on the next working day.