Frequently Asked Questions
What is ACHICA and why should I join?
ACHICA is an online members only luxury lifestyle store that is free to join. Members can indulge in exclusive savings on luxury home and lifestyle brands with new, limited time promotions added every day. Chic and desirable home and garden brands are offered at breathtaking prices, only available to our members . ACHICA's buyers take time and care handpicking each individual item to ensure that only the most stylish designer products appear in our promotions.
At such great savings, how do we know these products are authentic?
ACHICA's buyers liaise with brands and designers in order to attain the discounts we know our members love. We guarantee the authenticity of each and every product we sell.
Who selects the products that appear on ACHICA?
Our team consists of seasoned industry insiders and respected, knowledgeable home/lifestyle buyers who know how important design and exceptional value are. Like you, our team knows that there is nothing chic or stylish about overspending on top home/lifestyle brands.
Is there an ACHICA shop or catalogue?
We only sell online, at www.ACHICA.com. We do not have a store or a catalogue. Our promotions only last for a short while, so a catalogue would quickly become out-of-date. ACHICA is exciting and forever-changing, bringing an array of fantastic brands to your screen every day of the week.
What is ACHICA Living?
The ACHICA Living blog brings you home and lifestyle inspiration from ACHICA. While our buyers at ACHICA are busy travelling the globe to seek out the most coveted and stylish luxury brands, the style team here at ACHICA Living are going behind the scenes to bring you inspirational ideas, highlight the hottest products and share advice from the industry experts so you can shop for the best products. We'll also bring you exclusive interviews with the most inspirational movers and shakers of the design industry and report back our must-see finds out and about. ACHICA Living was founded in February 2010.
How do you pronounce ACHICA?
ACHICA is just 'chic' with an 'ah' at either end. Say: a-she-ka.
Company Registration Number: 7039129
VAT Number: GB979880436
Registered office: Jessop House, Jessop Avenue, Cheltenham, Gloucestershire, GL50 3WG
How ACHICA Works
When do promotions start?
New promotions start every day at 6.30am. Visit our home page to see which promotions are currently open, or click on an individual category to see which promotions are coming up or have just finished in the Homeware, Indulge, Kids, Sport, Garden and Travel categories.
How long do promotions last?
Promotions usually last either 24, 48 or 72 hours, however some sales may have this time period extended. Quantities are limited, so arrive early to avoid missing out on the things you love.
How do I know when new promotions start?
As a member of ACHICA, you will receive a daily email newsletter announcing new and continuing promotions. You can modify your email preferences by visiting Subscriptions.
How long can I keep items in my shopping cart?
We will hold your items in your cart for 30 minutes. If you do not purchase within this time frame, the items will no longer be reserved for you and will be made available to other members.
What if an item is Sold Out? Is it gone forever?
If an items appears as SOLD OUT, it is unfortunately no longer available for purchase. Check back to the site and keep an eye on your email newsletters, because we may deal with a favourite brand again. The available quantities are limited, so if you see an item you love, don't hesitate to purchase.
What does membership give me?
As a member of ACHICA you will be the first to access exclusive promotions on luxury home and garden brands. Each day we will send you an email detailing the latest promotions, so you'll never miss out on the products you like. As a member of ACHICA you can access exclusive member discounts and competitions throughout the year. We will also provide the latest style ideas and tips for your home each week directly to your inbox. Join our Facebook page and interact with other members and download our Facebook app and rate and review your purchases and share easily with your friends and family.
What does SRP mean?
Where no RRP exists, the Suggested Retail Price, or SRP, will be used.
How can I check the status of my order?
When you place an order with us, we send you an email, confirming receipt of your order. Then, when it has been dispatched from our warehouse, we'll send you a second email, advising you of the anticipated delivery date. Wherever possible, we'll include a link in this email that allows you to track your order's progress.
Can I modify my order after it has been placed?
Unfortunately, it is not possible for you to change the content of an order, once it has been confirmed. If, however, you would like to change your delivery address or cancel the order, please contact our Customer Care team with the order number and details. Please note that address changes must be requested within 7 days of placing an order. If your order has already been shipped when you decide to cancel it, you will need to return the item(s) to us.
Can I place an order after the promotion has ended?
Unfortunately, we cannot accept an order after the promotion has closed. We do, however, sometimes repeat popular brand promotions, so check the ACHICA emails advising you of forthcoming promotions to ensure you don't miss out a second time.
I have made more than one order on the same day - can you group them all into one parcel so that I only pay one delivery charge?
Because all individually checked-out orders are treated as separate transactions, we are unable to group different orders together in one package, even if the orders were placed on the same day.
What should I do if part of my order is missing?
The first step is to check your delivery note or dispatch email
to see if any of the items in your order are due to arrive
separately. Because items purchased from different promotions may
arrive at our warehouse on different days, it's sometimes not
possible to dispatch your complete order in a single delivery (but,
don't worry, there is no additional charge to you if the order is
split across two or more deliveries.)
If this is not the case, and the delivery note says an item should be in your parcel, but it isn't, please contact our Customer Care team with the order number and product code/name of the missing item, and we will arrange for the missing item to be dispatched as soon as possible.
If you return a faulty or damaged item, we will do our best to contact the supplier and order you a replacement. Unfortunately, as we do not hold stock ourselves, replacement items can only be provided subject to availability.
What are the payment options at ACHICA?
You can use any of the following cards:
Credit cards: VISA, Eurocard/Mastercard
Debit cards with a VISA or Mastercard logo
Solo/Maestro (UK only)
We take security very seriously, so rest assured your details will be safe with us. All credit and debit card holders are subject to validation and authorisation by both ACHICA and the card issuer, to ensure security and prevent fraud.
When will payment be taken?
Payment is taken immediately after you place your order - once
your card has been authorised, we'll send you an email confirming
that your order has been successful.
If your card is not authorised, payment will not be taken and you will be notified immediately on the screen that the payment was unsuccessful and you will be asked to provide another method of payment.
Purchasing knives from ACHICA
By placing an order for a knife, you declare that you are 18 years of age or over. Knives purchased on ACHICA must be used responsibly and appropriately.
Purchasing alcohol from ACHICA
By placing an order for alcohol, you declare that you are 18 years of age or over. Alcohol purchased on ACHICA must be drunk responsibly and appropriately.
The ACHICA Returns Policy
If you wish to cancel an order, simply contact our Customer Care team. We will refund the cost of the order and the original delivery charge. If the goods have already been dispatched, you will need to return them to us at your own cost.
You can return products (except for those marked as exceptions) for a full refund if you return the item(s) to us within 90 working days of receipt. Provided you return the full order, we will refund the original delivery charge paid. The cost of returning the item(s) is, however, at your own cost.
Returned products must be in their original packaging, with instructions and all parts included, in a fully resaleable condition. Items must not have been used or assembled in any way. ACHICA reserves the right to refuse a refund on any item not deemed to be resaleable or if any of the above terms have been breached.
Please include the returns slip from your delivery note in the parcel you are returning; without it, we may not be able to process your refund.
The refund will appear on your statement within 14 days of the goods being received into our warehouse.
Please note: the parcel and its contents are your responsibility until they are received at our warehouse - we therefore recommend that you use a registered postal service and retain proof of postage. ACHICA is not responsible for returned goods being lost or damaged in transit. Please ensure the product is well packaged to avoid any damage during transport back to our warehouse, so that the product arrives at our warehouse in a resaleable condition.
How do I return an item?
If something is not right and you would like to return a product, simply follow the steps below within 90 days of receipt:
- Please complete the Returns Reason Form found on your delivery note, indicating the item you are returning and your reason for return. Please ensure you include this slip within the parcel - without it, we may not be able to process your return.
- Use the original packaging to repack your returns, ensuring that the product is packed well enough to avoid any damage during transport back to our warehouse. The product must arrive at our warehouse in a resaleable condition.
- On the front of your delivery note you will find a returns address label. This should be stuck over the original name and address label on the packaging. If the returns address label is missing or damaged, the address is as follows: ACHICA c/o GSI Commerce, Unit 26 Broadgate, Oldham Broadway Business Park, Chadderton, Oldham, OL9 9XA, UK.
- Re-seal the parcel and take it to the Post Office within 90 days of receipt.
- Remember to obtain a Certificate of Posting from the Post Office. This is your proof of posting if your parcel goes astray. We recommend you also use recorded delivery or similar, thereby obtaining a unique tracking ID.
We will refund the card that you used to purchase your goods. The refund will appear on your statement within 14 days of the goods being received into our warehouse.
If your item was faulty or damaged on arrival, please contact our Customer Care team within 48 hours of receipt and we will arrange to collect the item, and organise a replacement where possible.
I have received a faulty or damaged item.
We want all of our members to receive goods of the highest quality, so if your product is faulty or damaged on arrival, please contact our Customer Care team with details of the issue within 48 hours of receipt. We will arrange to collect the item from you and, wherever possible, we will endeavour to organise a replacement item for you. This, however, cannot be guaranteed as we do not hold stock ourselves. All collections are made Monday to Friday, between 9am and 5pm.
I have received an incorrect item
Every so often mistakes are made, but we do our best to resolve them out as quickly as possible. If you have received an incorrect item in your order, please contact our Customer Care team, and we will organise a free collection service to pick the item up from you. Wherever possible, we will endeavour to organise a replacement item for you. This, however, cannot be guaranteed as we do not hold stock ourselves.
Can I return an item for a replacement?
If you return a faulty item, we will do our best to contact the supplier and order you a replacement. As we do not hold stock ourselves, replacement items can only be provided subject to availability.
If you receive an incorrect item, we will endeavour to send you a replacement, subject to availability. If this is not possible, we will refund you, crediting the cost of the item and delivery to your payment card.
We are able to offer our members such exclusive prices because we order stock from our brand partners after each promotion has closed, rather than holding stock ourselves. This can make it difficult for us to order further stock at a later date, and generally means that, where a replacement is available, there will be a delay in getting the product to you.
Occasionally we may have spare stock in the warehouse if, for example, another customer has returned an item that was on your order or that you have chosen in exchange for the original product. In such cases, we will be able to supply a replacement. These coincidences cannot be relied upon, however, and we are therefore not able to guarantee an exchange. The nature of ACHICA does mean that we are likely to get popular items back in stock in future sales, so we recommend you keep checking your email newsletters and visit our promotions regularly in case the item you like is featured again.
When will I receive my refund?
The refund will appear on your payment card statement within 14 days of the goods being received into our warehouse.
The following items cannot be returned for a refund/exchange, unless faulty:
Perishable goods, such as food and flowers
Incomplete cases of wine
Cosmetics/fragrance, once the original packaging has been opened
Underwear, hosiery or swimwear without hygiene strips
Items that have been personalised for you, such as gifts or stationery
Made to measure products such as furniture and fabric cut by length
What is the ACHICA returns address?
The address for returns is: ACHICA c/o GSI Commerce, Unit 26 Broadgate, Oldham Broadway Business Park, Chadderton, Oldham, OL9 9XA, UK.
Delivery costs are calculated according to country of delivery and weight of the parcel.
|UK & Highlands||0-2kg||2-5kg||5-20kg||20-35kg||35kg+|
|Highlands & Islands||£5.99||£9.99||£24.99||£34.99||£74.99|
|Intl from UK||0-1kg||1-2kg||2-35kg||35kg+|
|Isle of Man||£4.99||£19.99||n/a|
Unfortunately, we are unable to deliver to the USA, Switzerland, Norway, Romania, Greece or the Canary Islands. We do not deliver to PO boxes of BFPO addresses. Delivery will take place on weekdays only.
What is the estimated delivery time?
On the page of the product you are interested in, and again in
your Order Confirmation email, we will state an estimated date of
delivery. We aim to deliver most items within 15-20 working days of
the close of the promotion. For larger items, the delivery time is
longer due to the logistics of shipping such items - generally
20-25 working days. Public holidays may mean this time is increased
slightly. ACHICA is able to offer such great prices because we work
hand in hand with the brands - purchased goods are shipped to our
warehouse for repacking and delivery to the member's destination,
which lengthens the delivery time. Delivery will take place Monday
If you have not received your item or any communication from us within 20 days of the estimated delivery date, please contact the ACHICA Customer Care team here.
Wherever possible, we will deliver all items from your order at
the same time. Sometimes, however, we will split the delivery of
your order as items purchased from different promotions may arrive
at our warehouse on different days. (Don't worry, there is no
additional charge to you if the order is split across two or more
Please check your delivery note or dispatch email(s) to see if any of your items are due to arrive separately. If not, and the delivery note says an item should be in your parcel but it isn't, please contact our Customer Care team with the order number and product code/name of the missing item, and we will arrange for the missing item to be dispatched.
Where do you deliver to?
UK Mainland, Isle of Man, Isle of Wight, Republic of Ireland,
Northern Ireland, Germany, Belgium, Luxembourg, Slovakia, France,
Czech Republic, Denmark, Austria, Netherlands, Poland, Slovenia,
Hungary, Spain, Sweden, Guernsey, Jersey, Italy, Portugal,
Lithuania, Latvia, Estonia, Finland, Turkey, Bulgaria.
Unfortunately we are unable to deliver to the USA, Switzerland, Norway Romania, Greece or the Canary Islands.
If your country is not on the list then, unfortunately, we cannot currently deliver to it.
Delivery to Channel Islands: orders exceeding £240 (excluding delivery) may be subject to GST charges, payable by the customer.
Standard Delivery Rate
Where 'standard delivery' is stated, this refers to delivery to all UK Mainland addresses only.
Delivery of fresh food and bakery products
Please note that delivery of fresh food and hampers may incur a surcharge.
I have forgotten my password.
Simply go to the login page, enter your email address and click the 'Forgotten password?' link. We will send a password reminder to your registered email address.
How do I change my name, password, email or address?
You can modify your name, phone number, address, email or password in the Personal Details section of My Account.
How can I unsubscribe from daily email newsletters?
You can modify your Email Subscriptions in the My ACHICA section. You will also find an unsubscribe link at the bottom of all email newsletters. And don't worry - even if you choose to unsubscribe, you can still log in and shop at ACHICA anytime. It's easy to re-subscribe to our newsletters at any time; simply re-visit the Email Subscriptions section and amend your options.
How safe is my personal information when I become a member?
Our members' safety and privacy are our utmost priority. Your data will never be sold to or shared with third parties without your approval. Please visit our Privacy page for details.
I am having general problems accessing or buying from ACHICA.
We recommend you make sure you have the latest updates and patches for your operating system.
If you are still having problems, get in touch with our Customer Care team, who should be able to help you. Please include as many of the following details as possible:
Your operating system (e.g. Windows XP, Mac OS 9.0)
Internet Browser and version (e.g. Internet Explorer 6, Firefox 3.5.5)
A description of the problem
If you have forgotten your password, click 'Forgotten password?' and we will send you an email reminder.
Referral vouchers are automatically added to your account when an invited friend makes their first purchase. You can invite friends to ACHICA now by clicking here.
There are four methods to choose from:
- Copy and paste your unique link into emails, Facebook, Twitter etc.
- Invite people from your address book.
- Enter email addresses to invite people.
- Invite using the Facebook app.
When you invite a friend, they receive a £10 voucher; when they make their first purchase, you receive a £10 voucher - you will receive an email advising you of your voucher code when this happens. Vouchers are valid for 45 days from date of issue. Alternatively, you can visit the My Invitations section of My Account to keep track of your voucher codes and invitations.
Please note: only one voucher can be redeemed per household and vouchers cannot be used for Travel and Gift Cards.
Why should I invite friends?
Inviting friends to become members of our exclusive members-only shopping club will not only introduce them to a new and exciting way to shop for quality homewares and lifestyle accessories, but will earn you vouchers to spend at ACHICA. If you invite a friend who goes on to make a purchase, you will both receive a £10 voucher to spend at ACHICA.
Invite friends and get vouchers - it's that simple.
For the promotional voucher terms and conditions, please click here.
General Voucher Terms and Conditions
A voucher can only be used once and cannot be used for Travel or Gift Cards. A voucher cannot be used in conjunction with any other ACHICA voucher. No cash alternative available. Only one voucher is eligible per household.
Vouchers are valid until the specified date, or till the 31st December of the current year (if not date is specified).
ACHICA reserves the right not to issue discounts or remove them where we have grounds to suspect the promotion has been used in contravention of our terms and conditions. ACHICA reserves the right to withdraw, amend or extend a voucher code promotion at any time. Other terms may apply, please see the specific promotion T&Cs for full details. A voucher is only applicable for the email address to which it was sent.
If an order that was placed using a voucher has been cancelled, lost or stolen, customers should contact ACHICA Customer Services to get a replacement voucher, where applicable.
Vouchers are valid on the ACHICA.com website only.
If you have any queries, please contact the ACHICA Customer Care team here.
How can I use my gift cards?
A letter is provided detailing the amount you have to spend on your gift card and its expiry date. Expiry dates are 180 days after date of purchase.
Gift cards are valid for one transaction only on ACHICA. If you have spent under the value of your card the balance cannot be transferred to another purchase or retained on your account.
Gift cards cannot be used in connection with any other offer or voucher.
Gift cards cannot be replaced if lost, stolen or damaged. We cannot be held responsible for Royal Mail delays. If you are sending them onto another person we recommend that you send them securely.
Gift cards cannot be used for ACHICA Travel promotions.
If you have any problems with your gift cards please contact ACHICA Customer Care here adding Gift Card in the subject field.
How do I contact the ACHICA Customer Care team?
Please click here to contact our Customer Care advisors. Our team will do its best to respond to your enquiry within 24 hours.
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