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FAQ’S FOR INTERNET ISSUES

 

Incorrect Email or Password:

If the message comes up saying that your email is incorrect and a message say’s that this email already exists, that means you have already registered your details with Dale and Waters and you are entering in your details again.

If you have registered all you have to do is enter in your email address, and password on the right hand side of the website under Registered Customers and that will take you to your Dashboard.

If the message is saying that the password is incorrect, please click on Forgot Password and an automatic email with a Temporary password will be sent to you, if you cannot see it in your inbox please check your Junk Mail just in case.

If you have not received any emails or still having issues logging in please give us a call on 1300 856 825, and we will be able to change the password to whatever you request. You will also be sent an email with the new existing password so please keep it in a safe place.

Payment by Credit Card Issues:

If you are having issues using your credit card online these are some of the reasons why it is not going through. Computer has frozen Accidently pressed the back button using as credit card that is not in your name Proceeded with the order but no confirmation email Will not let you proceed any further. Please call Dale and Waters on 1300 856 825, if you are not sure or even worried that the order has not gone through correctly, we can actually check the progress of your order instantly. 

Changing Your Personal Details: If you would like to change any of your details such as billing address, shipping address, phone numbers, email address etc, once you log on into your account on your Dashboard on the left hand size there are details such as – Account Dashboard - which has all your details showing of previous orders you’re billing address and contact information. You can also change your email address and also change your password at any time.

Account Information – which as all your details your details and plus you can change your password at any time. If you are experiencing any other further issues please do not hesitate to give Dale and Waters a call on 1300 856 825 and will be able to assist you through the process.

Items not going into Shopping Cart:

If the item is not showing in your shopping cart that means that there is a security issue, you will need to lower their security settings, unfortunately that is not a job for us at Dale and Waters that is a job for their internet provider or an internet technician. If you do know your way around computer you will need to adjust the security settings by going into – Tools > Internet Options > Security. You will need to change your security levels to medium so click on the bar and move it down, if this does not work please call your IT technician and they will be able to advise you and take you through the steps.

Change of Delivery Address: If you are purchasing an internet order in your name but wish it to go to another shipping address, you will need to change the address in your shopping cart before you proceed with payment

On the left hand side comes up with billing address, we need to go to the shipping address and by clicking the arrow down we need to select new address, then fill in there shipping address where they would like the items to be shipped to, then proceed to place order. When you place an order please make sure that the billing address and shipping address is different, if it is not please give us a call on 1300 856 825 and we can change it manually.

Logging in Issues:

If you are having issues logging in please make sure that you’re logging in on the right hand side of the web page under Registered Customers. You only need to put your email address details and the password that you had already registered with you will be automatically go straight to your personal Dashboard.

If you are having no luck logging in and it keeps going back to the same screen over and over you will need to give us a call on 1300 856 825 as there could be a password issue, if it does continue the best way to rectify this issue is to delete you as a customer and register your details again. Normally we do not have a major issue with logging in but sometimes there could be glitches in the system which we can fix straight away. 

Issuing Credit Notes to an Internet Order:

If you would like to use your Credit Note/Gift Voucher towards your internet order these are the steps you need to follow -

  1. Log into Dale and Waters 
  2. Place your order as per normal
  3. When you are up to the payment section instead of Choosing Credit Card Payment you will need to choose Cheq/Money Order as your payment option - Place order then you will get an Order Number
  4. Please give Dale and Waters a call on 1300 856 825, and we will take down your Credit Note/Gift Voucher number just to confirm that the amount is credited to your account, once we have those details we will then need to take down Credit Card Details to charge the remaining amount too, as we do not keep any information on the premises. 
  5. Once we have all information we will proceed with your order and send it out to you as soon as we can.
  6. If you have any further inquiries please do not hesitate to contact us at Dale and Waters on 1300 856 825 and we will be able to assist you.

Issuing a Lay-by Payment to an Internet Order:
If you would like to place an internet order but would like it as a lay-by you will need to do the following steps –

  1. Log into Dale and Waters.
  2. Place your order as per normal.
  3. When you are up to the payment section instead of Choosing Credit Card Payment you will need to choose Cheq/Money Order as your payment option - Place order then you will get an Order Number
  4. Please give Dale and Waters a call on 1300 856 825, we will then need to take down your Credit Card Details as we need to charge a 33% Deposit to start up the Lay-By, as we do not keep any information on the premises. 
  5. Once we have all information we will proceed with your order and send out your Invoice with the total amount owing. 
  6. If you have any further inquiries please do not hesitate to contact us at Dale and Waters on 1300 856 825 and we will be able to assist you.

 

Promotion Code Issues:

If you are having any issues with the Promotion Code given to your through email or by mail, these are the steps you will need to follow -

  1. The promotion code can only be entered in once, even if you applied the coupon and decide you wanted another item it will not work as you have already applied it, if you are experiencing this issue please do give us a call as we can take the Promotion Code down and do it manually at our processing desk. We will need the following information such as your Name, Address, Phone Number and Promotion Code and Credit Card details as we do not keep them on the premises. To proceed with the order you will need to select Cheq/Money Order as your payment details so then we can charge the remaining amount to your credit card. Also if there if there is a deal going on at the time please make sure you have the item you would like to choose and the size.
  2. Promo-code could be out of date please check if it is invalid or valid. If you are not sure please give us a call on 1300 856 825.
  3. Have you spent over $120 or the requested amount to receive the offer at the time.
  4. If you are having absolutely no luck please do not hesitate to give Dale and Waters a call on 1300 856 825, and we will be able to guide you through the procedure.