If you’ve got a question about one of our products, an order, payment, delivery or return, you should be able to find the answer below. Simply click on the relevant heading, eg Ordering and then on the question that matches your query.

Ordering

How do I place an order?

Once you’ve found the product you’d like to buy, select a size from those available and click ‘Add To Basket’. Repeat this for any additional items you’d like to purchase.

To complete payment, click on the basket icon in the top right hand corner, confirm your selection and sizes are correct and proceed to checkout.

You’ll be prompted to enter your personal information, including email address, postal address, payment details and your preferred delivery method. Once this has been done and payment has been completed, you’ll receive an email to confirm that your order was successful.

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Can I change my order?

You can, but please call us on (+44) 0151 708 9329 as soon as possible! All orders placed before 3pm are dispatched the same working day and once your order has reached a certain point within the dispatch process, we are unable to make any changes to it. We can only make changes that do not increase the value of your order.

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Can I add an item to my order?

Once payment has been processed, we’re unfortunately no longer able to edit your order.

If you’d like to purchase anything else from us, this will have to be ordered separately. If you place two separate orders on the same day and contact us to let us know (quoting both order numbers), we’ll do everything we can to make sure they’re sent out together. Any additional postage costs incurred will then be refunded to you as soon as possible.

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Can I cancel my order?

We appreciate that circumstances could arise in which you may need to cancel your order.

This is possible, but please be quick to request cancellation. Unfortunately once an order has reached a certain point in the dispatch process, it order can no longer be cancelled, but if you can email (Help@7liverpool.com) or phone us ((+44) 0151 708 9329) as soon as possible, we can try to help you. Please note that all orders placed before 5pm will be dispatched the same working day.

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Do I have to order online?

You can order at 7Liverpool.com or visit our store at Unit 98, 6 Paradise Street, Liverpool, L1 3EU. We are currently unable to accept orders over the phone.

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Can I place an order by telephone?

For security reasons, orders can only be taken online. If you encounter any problems when placing an order online, please get in touch with us via email (Help@7Liverpool.com) or phone (0151 708 9329) and we’ll do our best to resolve the issue.

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Payments

What payment methods do you accept online?

7Liverpool.com accepts the following credit cards for online orders:

  • Maestro/UK Maestro
  • MasterCard
  • Visa
  • Visa Debit/Delta
  • Visa Electron

You can also pay for an online purchase using PayPal.

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Can I pay with PayPal?

7Liverpool.com does accept PayPal payments. As a security measure, if the delivery address on your order is not a confirmed address on your PayPal account, you will receive an email to your PayPal registered email address for confirmation before your order is accepted. Once you reply to this email, your order will be considered authorised and we will dispatch it to your selected address.

Please reply to any emails as soon as possible. Seven cannot be held liable for any delays to delivery incurred as a result of your failure to respond.

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You have asked me to confirm my address, why?

When you pay using PayPal, we receive a notification from PayPal to advise us if the delivery address provided is confirmed on your PayPal account. If they advise us that the address provided is unconfirmed, we need to receive confirmation from you in writing to allow us to send your order. Simply reply to the email we send you to confirm that the delivery address is correct and we'll dispatch your order as soon as we can. If we don't get a reply to the email within 7 days, unfortunately we'll have to cancel your order and process a full refund.

When you pay using your credit/debit card, various checks are carried out to protect your card from fraudulent activity. The most common check is to ensure that your billing address accurately matches that held by the card issuing bank. If some of the details match, but not all, we will email the email address provided to ask you to confirm. If none of the details match, then your order will simply be cancelled and refunded and you will receive an email to confirm this.

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When will the payment go out of my account?

As soon as you place your order, the payment will be taken from your account. We won’t process your order until we receive the payment.

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Why has my card been charged but my order didn't go through?

Please contact us if you think this is the case, however in most circumstances we have not charged you and it is what is known as a "shadow transaction" showing on your account.

When you attempt to confirm and pay we send an authorisation to your bank/card issuer and they reserve the funds by placing a shadow transaction on your account. This ensures that you cannot spend this money elsewhere. If the payment fails or you abandon the payment, we will not request these funds and so your bank will release them back to you. This shadow transaction may remain on your account for up to 6 days and unfortunately this is completely out of our control.

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What currency do you use?

All products sold on our website are currently in GBP. Orders made from outside the UK will automatically be converted to your national currency by your card provider/Pay Pal at the current exchange rate..

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What is 'Verified by Visa' and MasterCard 'SecureCode'?

Verified by Visa and MasterCard SecureCode are services to help protect your card details when shopping online. They allow you to create your own password which only you know and you will be asked to use this every time you shop online with one of these cards. For more information about these services, visit Verified by Visa or MasterCard SecureCode.

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Do your prices include VAT?

Yes. Any items purchased from the 7Liverpool.com are inclusive of VAT. This is a UK registered website and we have no legal obligation to offer VAT free shopping to customers outside of the EU.

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Delivery

How much is delivery?

Next day delivery: All orders include FREE next day delivery via DPD. Orders placed before 4pm Monday to Friday will be delivered Next Day. Orders placed before 3pm on Sunday will be delivered Next Day (excluding Bank Holidays). Please note, if you order after 4pm on Friday your order will not be dispatched until Sunday.

Delivery to Europe is from €11.50 and from $20 to the Rest of the World.

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Do you deliver to the Channel Islands?

Certainly. Just select your country at checkout. Unfortunately however, we can’t provide next day delivery to the Channel Islands at present.

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Do you deliver overseas?

We offer Tax Free Shopping to all our customers living outside of the EU. The 20% sales tax is deducted from RRP price during the checkout process. Our Tax Free service does not include any customs charges incurred upon entry into your country. Any customs charges must be paid for by the customer in order for the package to be released.

For a comprehensive list of countries we deliver to, please click here. For security reasons, all international orders must be delivered to the billing address, and additional security checks may be administered. If this is the case, we will contact you by email. Failure to reply to these emails may result in your order being delayed or even cancelled.
 

How long will delivery take?

UK Next day delivery: Orders placed before 3pm Monday to Thursday will be delivered Next Day. Orders placed on a Friday or over the weekend (before 3pm on Sunday) will be delivered the following Monday (excluding Bank Holidays).

European delivery: delivered within 3-10 working days from placing your order.

Rest of World delivery: delivered within 3-10 working days from placing your order

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Can I select the day I want my order delivered?

Sorry, we can’t schedule delivery for a particular day.

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Can I get my order delivered on a Saturday?

Unfortunately we can’t offer this service at present.

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When will my order be dispatched?

When you place your order online, you will receive a confirmation email. When your order has been picked and dispatched, you will then receive another email confirming dispatch and providing you with your tracking number.

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Which courier do you use?

All parcels are delivered via DPD

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Can I track my order?

Yes, this possible for both UK and international deliveries. Once your order has been dispatched, you’ll receive a confirmation email with a DPD tracking number which can be used on the DPD website to track the progress of your delivery.

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I still haven't received my order, where is it?

If your estimated delivery timescale has passed and you still haven't received your order, please contact our team by email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and they’ll investigate this for you.

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I've tracked my order online with the courier and it is showing as delivered but I haven't received it, what should I do?

Please contact us immediately by email (Help@7liverpool.com) and we will process a denial of receipt claim with the courier.

Unfortunately we are unable to issue a refund or send a replacement order until the courier has completed their investigation.

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I missed my delivery. What should I do now?

If for any reason you weren’t around when the courier attempted to make your delivery, they’ll leave a card to let you know.

If the courier has tried several times and is still unable to deliver your order, they will return your delivery to us. Upon receipt of the returned order, we will process a full refund. Unfortunately we will not be able to resend your parcel to you, so a new order must be placed if you would still like the items.

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Can I change my delivery address?

Once an order has been placed, we are unable to change the requested delivery address. This is a result of various security checks, including checks on the delivery address provided. Changing the delivery address would invalidate these checks.

If you’ve entered an incorrect address, please let us know via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and we will cancel the order so that you can place another with the correct address.

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I live near to your store, is it possible to pick up my order?

This is possible, providing you contact the store via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) as soon as your order is placed online. Once we hear from you, your order will be held at our store (rather than dispatched via DPD) for you to collect. You will need to bring a form of ID (e.g. passport or driver’s license) and the card with which your order was paid for, or we will be unable to hand over your items.Back to top

Cancellations, refunds & exchanges

Can I cancel my order?

We appreciate that circumstances could arise in which you may need to cancel your order.

This is possible, but please be quick to request cancellation. Unfortunately once an order has reached a certain point in the dispatch process, it order can no longer be cancelled, but if you can email (Help@7liverpool.com) or phone us ((+44) 0151 708 9329) as soon as possible, we can try to help you. Please note that all orders placed before 5pm will be dispatched the same working day.

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Why has my order been cancelled?

All orders go through various security checks. If an order fails any of these, it may be cancelled. These checks are necessary to screen orders for fraud, and the most common process is to ensure that your billing address matches that which is on file at your card issuer.

In the situation that your order is cancelled, you will receive an email to inform you of the cancellation, and a full refund will be issued.

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How do I return my order for a refund?

If you've paid by PayPal, credit or debit card, you can return your items to the Seven store (Unit 98, 6 Paradise Street, Liverpool, L1 3EU). Please bring your dispatch note and the goods you want to return, and the store team will be happy to offer you a refund.

If you’re not near the Seven store, you can return your items by post. Just complete the returns form included in your parcel and follow the DPD returns instructions on the DPD returns form included in your delivery documents.

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How do I return my order for an exchange?

To exchange any item, either bring your order (in an unused and saleable condition) and delivery documents to the Seven store, or contact our team who will be happy to help you. You can email us on Help@7Liverpool.com or call us on (+44) 0151 708 9329.

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Do I have to pay to return my order?

All UK returns are free of charge. Unfortunately, in the case of returns from overseas, the buyer is responsible for any charges incurred.

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Can I return my online order to one of your stores?

Of course. Simply bring your order and delivery documents to the Seven store and we will be happy to refund or exchange, providing your items are in an unused and saleable condition.

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I've paid by PayPal; can I still return my order to a store?

If you've paid by PayPal you can return your order to the Seven store for an exchange or refund back to your PayPal account.

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How long can I keep my order before returning it?

We ask you return your items to us in an unused and saleable condition within 14 days of receipt. Our full returns policy can be found here.

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How long will it take to process my return?

We aim to process all returns as soon as we receive the goods back to our store. However, please make sure that fill out your returns form in full before sending it back to us as this will help to avoid any delays with identifying and processing your return.

You will receive an email to confirm when your refund has been processed. Please allow up to a week for refunds to show on your account. Unfortunately this timescale is outside of our control and dependant on the card issuing bank/PaPal. Once we have processed a refund to you we are unable to do anything to make this appear in your account any quicker.

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What is your Returns Policy for items purchased in store?

We’re happy to offer a refund, exchange or Gift Card for an unwanted purchase, providing it is returned in an unused and saleable condition within 14 days of purchase with a valid receipt.

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I've lost my receipt, can I still return goods?

When returning items to our store we ask that you provide the till receipt given to you at time of purchase. If you think you have lost this then we will also accept other forms of proof of purchase. For example, you could use your credit or debit card statement showing the purchase.

If you have placed your order online and you are returning goods to our store, your shipping notice will be accepted as your receipt.

Unfortunately we're unable to accept a return without some form of proof of purchase. We apologise for any inconvenience caused.

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Why haven't I been refunded the whole amount?

If you have ordered internationally, unfortunately you are responsible for delivery costs incurred when returning an item. This cost will be deducted from the amount refunded to you.

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Can sale/discounted items be returned?

Yes, all items can be returned for a refund within 14 days. You will be refunded the price you paid for the item.

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How long will it take for you to refund me?

We aim to refund you as soon as your return has been received in our store and we will email you when your refund has been processed. The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

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You've emailed me to say you've processed my refund, but it's not showing in my account, why?

The money may take 3-6 working days to show in your account. Unfortunately these timescales are dependent on your card issuing bank/PayPal and are completely out of our control. Once we have issued the refund, there is nothing we can do to make this go back in to your account any quicker.

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Sales, Promotions and discount codes

When I went to pay for an item, the price on the till was more than the price on the tag but the store refused to sell it to me, what can I do?

We do everything possible to make sure that prices on our products in store are correct, but unfortunately mistakes sometimes happen. Our staff will tell you the correct price before you buy, so you can decide whether to go ahead with the purchase.

We’ll then make sure to check that all store stock is correctly priced.

While we understand (and apologise for) any frustration caused by incorrectly priced items, we are not legally obliged to sell you the item at the incorrectly marked price. The price shown is an “invitation to treat” and there is no contract between us until you accept the price advised at the till point and purchase the item.

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Product information

Can I buy Seven Gift Cards online?

Unfortunately at present, Seven Gift Cards can only be purchased in store..

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Can I use a Seven Gift Card online?

Seven gift cards can only be used for in store purchases at present.

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Why can't I select the size I want?

This means that we unfortunately no longer have your size in stock.

We may be expecting a delivery however, so please send us an email (Help@7Liverpool.com) to check. In the case of reduced items, it’s very unlikely that we will be receiving a restock and only the sizes displayed will be available.

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Is there any more information available on a product?

We do everything we can to tell you all you need to know about our products. If there’s something you want to know about a particular product that isn’t show, please contact us via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and we’ll do our best to help.

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Are the sizes shown UK or US sizes?

All products on the website are shown in UK sizes. Size guides are specific to each brand and are detailed on each product page. These should help you to choose the size you want and will also help you to convert our UK sizes in to the equivalent US and EU sizes if required.

Feel free to contact us via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) if you have any questions about sizing and we’ll do our best to help.

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Are all your products authentic?

Yes. We are a certified retailer for all the brands we stock and only sell 100% authentic merchandise.

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I placed my order and now the item I bought is in the sale, can you refund the difference?

Unfortunately we are unable to let you know in advance if a product is about to be reduced or reimburse you the difference after you have already placed your order.

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Faulty and missing items

What should I do if the item I received is faulty?

If you think the item you received is faulty please get in touch with us via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and we’ll do our best to help.

You can also return your order directly to the Seven store where are staff will be more than happy to help you.

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Part of my order is missing, will it get sent separately?

Unfortunately on rare occasions we are unable to send all of your order.

This is usually because we have checked the item you have ordered and found it to be faulty or if we have had an issue with stock availability. If for any reason we are unable to send all items on your order, we will email you to let you know and issue a full refund for those items. It is rare that we send items separately and we would normally notify you if this was the case.

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You've sent me the wrong items/size, how can I get the right item?

Please accept our sincerest apologies, but occasionally mistakes can happen.

If it's happened to you, all we can do is apologise and promise that we'll do our best to sort this for you as soon as possible. Get in touch via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and we’ll advise you what to do. You should find some handwritten initials on the shipment notice received in your parcel, please let us know what these are as they will help us to identify the member of staff responsible for picking and checking your parcel.

Please be assured that if you incur any additional postage costs as a result of our mistake then we will reimburse you. As we don't store credit or debit card details for security purposes, we may need to contact you to get card details from you.

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Our store

Where is the Seven Store?

You can find the Seven store at Unit 98, 6 Paradise Street, Liverpool, L1 3EU.

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What time does the Seven store open and close?

The Seven store is open from 9am to 8pm Monday to Friday, 9am to 7pm on Saturdays and 11am to 5pm on Sundays. Our Bank Holiday opening hours are 9am to 6pm. Unfortunately we are closed Christmas Day and Easter Sunday

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Can I check if the item I want is available in store?

You can check stock availability by contacting us via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329).

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What is your Returns Policy in store?

Our returns policy is clearly displayed at the till point and is reiterated on your receipt. If you've purchased an item in one of our stores, we're happy to offer a refund, exchange or Gift Card, providing it is returned in an unused and saleable condition within 14 days of purchase with a valid receipt.

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I've purchased a faulty item from store, what should I do?

Please take the item, along with your till receipt or acceptable proof of purchase, back to store and present it to a member of our team. If a manufacturing fault is identified then a full refund or exchange will be offered. If we are unable to identify a manufacturing defect and you are unhappy with the decision, or if the item has been returned more than 90 days since it was purchased, it will require further inspection and may take longer to resolve.

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What is acceptable proof of purchase?

If for any reason you don't have your receipt and wish to return an item to us, we can also accept a credit or debit card statement clearly showing the date and time of the transaction. Unfortunately if you do not have any proof of purchase, we are unable to accept an item for return.

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I'm not happy with the service I received in your store, how do I make a complaint?

Please accept our sincerest apologies if your Seven experience was unsatisfactory. To make a formal complaint, you will need to email us at Help@7Liverpool.com or submit the details in writing to the following address: Seven Liverpool, Unit 98, 6 Paradise Street, Liverpool, L1 3EU.

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Jobs at Seven

Are there any vacancies in your store?

To enquire about any vacancies, please give your CV to the store manager or email Help@7Liverpool.com.

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Technical problems

I've forgotten my password

If you've forgotten your password, you can request a new one by clicking on the 'forgot your password' link at login. A new password should be sent to your email within a few minutes. If you don't receive it, please try checking your spam/junk folders in case it has been caught by your spam filters. If you still can't find it and you're sure you gave us the correct email address, then please contact us via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and we’ll do our best to help you.

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I've requested a new password but haven't got it yet

A new password should only take a few minutes to arrive after it has been requested. If you haven't had it yet try checking your junk mail in case it has been caught by your spam filters. If you still can't find it and you're sure you gave us the correct email address, then please contact us via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and we’ll do our best to help you.

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I can't checkout, is there a problem with your website?

If you added your items to your basket on an earlier visit to our website and the sizes you require are no longer available, the 'proceed to payment' button will not be visible and you will not be able to proceed through checkout. Please empty your basket and start your purchase again.

If the items are still available on the website and you are still unable to checkout, please contact us via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and we’ll do our best to help you. It would really help us if you could let us know details of the browser (eg Google Chrome) you are using.

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Why doesn't my discount code work?

This is probably because the items you have purchased are already reduced in our sale. The following Terms and Conditions apply to all promotion codes or discount code offers (including Student Discount).

1. Discount Codes and offers are valid on full price items only
2. Offers exclude all Ltd Watch, Gift Cards and any 'Exclusive Web Price' products
3. To take advantage of an offer, the relevant Promotion Code must be entered at the checkout
4. No cash or any other alternative will be given
5. The discount codes cannot be used in conjunction with any other offer
6. Refunds on any item(s) purchased using a discount code will be less the discount obtained
7. Your statutory rights as a consumer are not affected
8. Seven cannot be held responsible for third party websites failing to list voucher codes terms and conditions.
9. Discount codes cannot be used in store

If your order meets all these requirements and the discount code still hasn't worked then the likelihood is that your discount code has expired and is no longer valid.

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If you can’t find the answer to your question then please don’t hesitate to contact us via email (Help@7Liverpool.com) or phone ((+44) 0151 708 9329) and we’ll do our best to help you.