Technical Queries
1. I am having problems registering
Please check you have given the right postcode and filled all the mandatory fields with the right information. If the problem still persists, please call the helpdesk at 08447701963 or 07535910474
2. Technical requirements
To use Avilauk.com, you will need one of the following browser versions or higher:
Internet Explorer: 7 or higher
Firefox: 1.5 or higher
Chrome: all
Opera: 8 or higher
Safari: 3 or higher
You will also need your browser to be enabled to use both JavaScript and cookies and the flash player plug
All our web pages are designed with an 1024 x 768 or higher in mind
3. I am having problems signing in to my account. I receive the error “Sorry, but we couldn't sign you in”.
If you have changed your email address recently then you may need to update your account details. To do this simply sign in using your old email address and password, then click on the 'YOUR ACCOUNT' link at the top of the page. 2. Check that your caps lock isn't activated because passwords and usernames are case sensitive.3 Check that you have entered the correct password or username.4 if the problem still persists click on the 'forget password link' .5. if you still can't log in send us an email at support@avilauk.com
4. I have problems connecting to the site
Try connecting to another website. If you can’t then call your Internet Service Provider for assistance.
5. I cannot access the checkout
Please check you have the right SSL settings. If you are using internet explorer as your browser, click on the tools menu from your web browser, select Internet options, and then go to the button called advanced.
From the details shown please ensure that all the SSL options are checked.
6. I get an error message when I try to confirm my order at the checkout
Sometimes, we experience temporary problems with our systems. If you are finding it difficult to checkout or you keep getting an error message, it may be as a result of one of these problems.
- The card number you entered is invalid: Please make sure your typing the card number correctly.
- There was a problem confirming your order: This happens sometimes, so please try again or contact Customer Services.
- The issue number you supplied is invalid: Only Maestro cards have issue numbers. For all other cards namely Visa, American Express, MasterCard, Electron and Solo you do not need to enter an issue number, please leave the box blank, even if your card has an issue number.
- Your card is unauthorized: please contact your issuing bank to resolve this.
- Your card security number on your payment card is invalid: The is the three digit value printed on the card or signature strip, but not encoded on the magnetic stripe. Ensure this has been entered in correctly.
- 6. Your card expiry date is invalid: If your card expires by the end of the month, it cannot be verified on the site because it will expire before we take payment. In addition, we will not be able to verify your new card as it will not be activated until your current card expires.
7. When I try to sign in I get returned to the same page
Verify that your browser is accepting cookies. You can do this in Internet Explorer on Windows by selecting the tools option from your web browser, then select Internet options, go to the button called privacy, and ensure that your setting is set to 'Medium'.
8. When I try to sign in, the page take a while to load.
If your browser is Internet Explorer, It could be that avilauk.com has not been added to your list of trusted websites.
To do this:
- Click on Tools>>Internet Options>>Security>>Trusted sites.
- Click on Sites and type in avilauk.com. Click Add.
- Uncheck the Required verification Field
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1. Can I order to a different address?
Yes, you can add or order to a different address by following these steps:
- 1. Ensure you are registered and logged in.
- 2. Click on the 'My account' link at the top of the page.
- 3. under the 'Support' column, click on the 'Edit your profile' option.
- 4. Click on 'Address information'
- 5. Enter your new Billing address
- 6. Click on 'Use this Address'
- 7. Enter the details of our new address.
- 8. By going to 'Edit' you can also change any part of your address if you so desire.
Please ensure you select the specific address before you enter your items in your shopping basket to avoid losing your items
2. About Special Offers
Click once on the 'Great Bargains' box in the Gold tab at the top of the page.
A display of all items on special offers are listed on the main page.
Alternatively, you may see the special offers listed by categories. Click on the tab of any specific category at the top of the page e.g, fresh meat & seafood/Bread etc.. The main page will now display all the special offers listted under that section. You can use the left hand bar to view special offers by category.
3. How do I find products?
There are 2 ways to do this:
- A. By using the Advanced search box
- 1. Enter the product name or any related words into the product search box at the top right-hand side of the screen.
- 2. Click on the 'Find' button next to it.
- 3. A list of products matching your search will then appear in the main window.
- B. By using the 'Quick Order' tab at the right side of the homepage just below 'My basket'.
- 1. Type in the exact name and brand of a specific product if you know what it is.
- 2. Add it to your shopping basket by clicking 'Add to cart'.
- 3. Adjust the number of that item you want to purchase by clicking on the '+/-'.function
4. How do I register?
If you are a new customer, you will need to register before you can make any purchases by clicking on the 'Register' link at the top right corner of the home page.
You will be required to do a postcode check before proceeding to register
The postcode check tells you if we deliver to your area. Next, enter your details in the register fields below.
Existing customers can simply login as normal.
5. How is my order confirmed?
You will receive a confirmation e-mail detailing all products, quantities and guide prices relating to your order, once you have checked out.
Please make a note of the order number in case you need to contact us
6. How do I add to & amend my basket?
Adjusting the amount of items is easy using your shopping basket on the right hand side of the screen. By clicking on view cart, a page listing all items in your basket is displayed.
Find the product you want to adjust and click the 'x' button under the Remove column to change the amount in your basket. When finished, click on 'Update total' to update your Basket.
7. Notes to your Personal Shopper
Not yet Applicable
8. How do I start shopping?
It's very easy to shop at Avila. If you are shopping with us for the first time, click on the Avila logo or 'Register' button at the top of the page. You will be asked to register (after doing a postcode check), and then taken to your homepage. You may now select from the main menu which category you want to go to.
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1. How do I cancel my order?
There are several ways to do this.
- 1.Log into your Avilauk account and go to 'My account'. Under the 'Orders' column, click on 'See orders’, click on the date of the order you wish to cancel and click 'Cancel'. Alternatively,
- 2.Call the customer service at 0844-770-1963 or 07535910474 with your Order ID number at hand. Please note you can cancel or change any of your current orders up until 8am on the day before delivery, Monday to Sunday. Orders cannot be cancelled by email.
2. How do I change my delivery address?
- 1. Go to 'My account'.
- 2. Look under the 'Support' column.
- 3. Click on 'Edit profile’ and go to Address information.
3. How do I check my delivery time?
- 1. Go to ‘My account’.
- 2. Under the 'Order' column click on 'See orders'
- 3. View the delivery date
4. How do I add to or amend my order?
- 1. Go to ‘My account’,
- 2. Look under the 'Order’ column and click on 'See orders'.
- 3. Click on the date of the order you wish to amend.
5. What are your Return and Refund Policies?
We hope you will be happy with your purchase. However, should you feel it necessary to return an item, we aim to make the returns process as simple as possible. On the occasion you are not happy with the quality or quantity of what you have received, you may return the goods to us, provided that you notify us within 7 days of receipt of the goods. You must inspect the goods and notify us promptly in writing or by phoning our customer service centre at 0844-770-1963 or 07535910474 . On the occasion where an item is not available, if payment was paid using paypal, you will not be charged for the unavailable items. However, if payment was made by debit or cerdit card, the cost of the unavailable items will be refunded to your account.
Please note we cannot accept the return of perishable items due to hygiene purposes. We will arrange with you for non-perishable goods to be returned to us (please note that the goods must not be used and must be in good condition). We will not charge you for any incorrect goods or defective goods which you have not received. You are only liable for the price of the goods not delivered, incorrectly delivered or defective plus the cost of delivery. Your statutory rights are not affected.
To Request a Refund:
- A. Call our customer help line at 0844-770-1963 or 07535910474 stating your order ID number.
If payment was by credit/debit card, your account will be credited. If payment was by any other means, the refund will be to your Avila account via the credit memo.
- B. To view/confirm the refund via the credit memo,
Go to 'my account'. Under the ‘Order section’ click on 'See orders’. At the bottom left of the page, go to the title header labelled 'Type'. Click on the menu tab and select 'Credit memo'.
- C. Please leave 7-14 days to receive your refund.
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Delivery Queries
1. What if my delivery is late?
- Our policy is to inform our customers of any potential delay as soon as possible. As we have outsourced our delivery service to a 3rd party service provider to provide an improved service, customers will be able to track their orders online. Once an order is dispatched, an email notification, which includes the tracking number, will be sent to the customer.
- However, in cases where delays are beyond our control, if you do not receive a call please contact Customer Services on 0844-770-1963 or 07535910474 . Our lines are open 9am to 5pm Monday to Friday.
2. What happens if I will not be in OR I have missed my delivery
- Let us know by 12pm the day before the scheduled delivery. The delivery can be rescheduled free of charge by calling our help line on 0844-770-1963 or 07535910474.
- The driver will leave a delivery card and another delivery can be rearranged via the helpdesk number indicated on the missed delivery card.
- There is also an option to pick up the parcel form the depot indicated on the card. If you are still having any problem pls don't hesitate to call the Avila customer service number.
3. I have forgotten my delivery date
You can check your delivery time by going to http://www.avilauk.com/
- 1. Sign into avilauk.com with your email address and password.
- 2. Click on the 'My Account' link at the top right of the page, and then go to 'See Orders'.
- 3. Click on your order, the details of your delivery are included in the order
4. What hours do you deliver?
Your shopping can be delivered between 9am and 5pm Monday to Friday.
The driver will bring the shopping to your door, where you will be asked to sign a delivery note.
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Payment And Checkout
1. How do I checkout?
If you have not already booked a delivery slot, book one by clicking on an available time that suits you.
Check your details on the checkout page and then enter your payment details.
To complete your order click the 'confirm my order' button.
2. Our privacy and security policy
You can be totally confident when you are shopping with avilauk.com
Our Secure Server Software encrypts your credit card information to ensure your transactions with us are private and protected as they travel over the Internet.
We accept orders only from Web browsers that permit communication through Secure Socket Layers (SSL) technology; for example 3.0 versions or higher of Internet Explorer and versions 3.02 or higher of Netscape Navigator. This means you cannot inadvertently place an order through an unsecured connection.
A copy of our privacy policy can be found at: http://www.avilauk.com/Privacy-Policy
3. How is my order confirmed? Do I get a receipt?
Once you have checked out, you will receive a confirmation e-mail, detailing all products, quantities and guide prices relating to your order.
The delivery driver will give you a full delivery note with details of all the products you've bought, including any replacements you have received, or products unavailable.
4. What credit card/debit cards do you accept for payment?
We accept the following method of payments:
Visa, MasterCard, American Express, Maestro, Solo, Switch, Delta and Electron. We do not accept payments through PayPal . Please bear in mind your order is dispatched after payment is received.
5. What does Verified by Visa and MasterCard secure code mean?
These are online security services for Visa and MasterCard cardholders.
6. What extra security do they provide?
These schemes enable you to register an additional password to your credit debit card. This will help to prevent unauthorized purchases on your credit card which means that you can shop online with added security and peace of mind.
7. How do I register?
During checkout, if your bank is participating, you will be asked to register for either scheme. Simply follow the online instructions to set up your new password.
8. Do I have to register each time I shop at avilauk.com?
No, this is a one-off registration process and all future purchases at Avilauk.com and other participating online stores will be completed with added security.
9. What if I don't want to join?
Some banks do offer an option to sign up later but others will insist that you sign up to the scheme immediately in order for you to complete your online transaction.
Like chip and pin, Verified by Visa and MasterCard Secure code will soon become compulsory for all cardholders. If you have any questions about the schemes, please contact your card issuer directly.
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1. I've forgotten my password
To retrieve your password:
- 1. Click on the 'login/register' link at the top of the page
- 2. Click on the 'forgotten password' link
Follow the on screen instructions and your password will be sent to the email address with which you registered on avilauk.com.
2. How do I change my address?
To change your address, log into avilauk.com and then:
- 1. Click on the 'My Account' link at the top of the page.
- 2. Click on the 'Edit Your Profile' link under the Support Section
- 3. Click on the address information tab on the right hand side of the page
- 4. You will then have the option to enter or update your delivery and your billing addresses
- 5. Click on 'confirm new address' at the bottom of the page.
3. I want to remove myself from mailing lists
To unsubscribe from Avila marketing and promotional emails and correspondence:
- 1. Login at http://www.avilauk.com
- 2. Click on 'My account'
- 3. Click on the Campaign Subscription Centre link under the Setting Section'
- 4. Select appropriate box and click Submit
4. How do I update my personal details?
To update your personal details:
- 1. Log into your account
- 2. Click on the 'My account' link at the top of the page
- 3. Click on your Edit Your Profile link under the Support section.
- 4. Amend your details as required
5. How do I contact Customer Service via Web?
- 1. Log into your account
- 2. Click on the 'My account' link at the top of the page
- 3. Click on the Contact Support link under the Support section
- 4. Fill out the online form with the necessary information
- 5. Click on the submit button when you’ve completed the filling of the form.
6. How do I track the status of all issues escalated to the Customer Service helpdesk?
- 1. Log into your account
- 2. Click on the 'My account' link at the top of the page
- 3. Click on the See Support Cases link under the Support section
- 4. Click on the list of support cases to get more information on the status and the updates.
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