OnlyHuman.com Customer Service Department
We want to make
sure you are completely happy with the service from us. Please email us anytime
regarding any query, complaint or comment at:
can contact us by telephone on the following number:
Monday to Saturday
8am to 8pm
You may also
contact us by post at the following address:
280 East Barnet Road
Please also refer
to our frequently asked questions section should your query regard ordering,
payment or delivery options.
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Frequently Asked Questions
ACCOUNT SET UP
Q. Do I
have to register with OnlyHuman before placing an order?
A. If this is the
first time using OnlyHuman you will be required to complete a form with all the
details necessary in order for us to deliver. These details will only be
used by OnlyHuman, see Privacy. On all future
visits to Only Perfume you will only be required to login in with the email
address and password details you have set up, and you can view previous orders
and amend personal details.
do I amend my details?
A. Log in to your
account using your email address and password set up originally. This will
take you to your account details screen. Tick the box next to contact
details; check to edit/view contact details. You can now amend any
details, but remember to click ‘update’ at the bottom of the screen to save
if I forget my password?
A. If you forget
your password, enter your email address and click the ‘click here’ below the
password field. We will send the password to your email
do I order the product(s) I wish to purchase?
A. Once you have
selected an item you can add this easily to your shopping cart by clicking ‘add
to cart’ and then continue shopping or proceed to checkout.
seen a product I might like to order another time can I save this for the
A. Whilst shopping
for one item you may come across an item you would like another time, or perhaps
you do not want to purchase the item there and then. Instead of adding
these products to your shopping cart, simply click ‘add to wishlist’ and these
products will be saved for you to view at any time and purchase .
can I view the products I’ve already selected/purchased?
A. You can view
those items already selected by clicking ‘view shopping cart’.
do I remove a product I’ve previously selected but not yet paid
A. When in the
shopping cart you click on the ‘remove’ link to remove any unwanted
do I know if my order was successful?
A. After payment
has been successful you are redirected to your account details page. The
most recent order will be at the top of the orders and the order status will be
shown on the right hand side. You will also be sent an automatic
confirmation by email.
options do I have to make payments?
A. We accept
VISA, MasterCard, Diners, Solo, Switch and American Express.
it safe to give my card details over the website?
Only Perfume understand the concerns with shopping online and importance of
protecting our customers. We use secure socket layer technology to
safeguard your data, see site security.
is a promotion code, how can I use this?
A. Throughout the
year OnlyHuman will have several promotions running. If you have received
a promotion code once you have finished shopping you can enter your unique
code at the checkout screen. You will automatically see the the deduction
and final amount to be charged.
I change an order once it has been paid?
once an order has been paid for you are unable to amend this online.
However if you would like us to make amendments on an order that has not been
shipped please phone us and we will happily do this. Please note we ship
throughout the day so please call as soon as you are aware so we can do
are the shipping costs?
A. There are two
services available, standard which costs £2.95 and next day, which costs £5.95
long will delivery take?
A. Standard is sent
first class, recorded and usually takes 1-2 days and next day, if the order is
placed before 4.30pm will arrive the next working day.
Q. Do I
have to be there to sign for delivery?
A. A signature is
required for all deliveries.
I choose a different delivery address?
A. At the check out
screen and before making payment you can choose the option for a different
delivery address. Click the check box next to Deliver To ‘check ONLY if
different to above address’ and complete the delivery address details. You
can save these details by clicking ‘Save/amend delivery address for future
orders’. The different delivery address must be specified on each
will I know if an attempt has been made to deliver my order?
A. A card will be
left by royal mail or the courier with the detailed instructions to arrange
re-delivery or to collect the parcel.
time will the delivery be?
A. Delivery will usually be in the am by royal mail, couriers used for
next day services delivery between 8am – 6pm.
happens if I want to return a product after delivery?
A. Goods can be
returned within 14 days of receipt for a full refund, providing they are in good
condition and unopened. Please see the returns page for
can I track my order?
A. You can track
your order by logging into your account and clicking on the order number you
wish to track. The order details, shipping instruction and delivery
address will be listed. It will also have the status of the order.
‘Ordered’ is when payment has been successful and the order is being sent to
warehouse. ‘Warehouse’ which means the order is being packed and will be
shipped shortly or ‘Despatched’, the order has been shipped and the date of
despatch will be shown.
can I contact someone at OnlyHuman
services (links to contact us page) are available during 8am – 8pm Monday –
Friday for any queries regarding orders and account details. You can
also contact customer
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Shipping Costs UK:
Delivery: Royal Mail 1st Class Recorded - £2.95
Delivery: Courier - £5.95
Orders over £30
will be shipped free of charge on the standard service.
All orders placed
before 4.30pm Monday to Friday will be shipped the same working day, subject to
stock availability. Should there be any delay with shipping you will be notified
by email of the expected despatch time.
Orders on the
standard service will be shipped Royal Mail 1st class, and usually take 1-2 days
for delivery, but please allow up to 7 days from despatch.
Orders shipped on
Next Day service will arrive the next working day.
A signature will be
required on receipt for all shipments.
In the case of
multiple products we will often ship the available parts of the order
immediately. The remaining items will be despatched as soon as they become
available, at no extra cost.
there to sign:
If you are not
available when delivery is attempted, a card will be left. Full instructions on
arranging a redelivery or collection will be on that card.
Orders are shipped
in secure cardboard boxes. We ship in plain packaging to ensure your
confidentiality. However, please note our return name and address (without the
OnlyHuman.com logo) will be on the box for delivery purpose.
International Deliveries :
We regret that
currently we are only able to ship to addresses within the United
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Terms & Conditions
displayed on this site, including but not limited to: web site design, text,
graphics, logos, button icons, images, animation and video & audio clips are
Copyright (c)2006 OnlyHuman. All Rights Reseved. All software used on this site
is the property of OnlyHuman or its software suppliers and is protected by U.K.
and international copyright laws. Permission is granted to electronically copy
and to print in hard copy portions of this Web site for the sole purpose of
placing an order with OnlyHuman or using this Web site as a shopping resource.
Any other use of materials on this Web site - including reproduction for
purposes other than those permitted above, modification, distribution,
republishing, transmission, display or performance without the prior written
permission of OnlyHuman is strictly prohibited.
headers, custom graphics and button icons are service marks, trademarks, and/or
trade dress of OnlyHuman and may not be used in connection with any product or
service that is not offered by OnlyHuman in any manner that is likely to cause
confusion among customers, or in any manner that disparages or discredits
OnlyHuman. All other trademarks, product names and company names or logos cited
herein are the property of their respective owners.
Product & Price Display
OnlyHuman sell only
genuine, boxed products. All images are for illustration purposes only and may
differ slightly to the actual product.
are in UK Pounds Sterling and include VAT. Please note special offer prices are
only valid if the item is purchased at the time of the offer. OnlyHuman will
only offer a refund of the price at which the item was purchased. OnlyHuman
reserves the right to change price and availability information without notice.
If a product
offered by OnlyHuman.com is not as described, your sole remedy is to return it
in unused condition.
OnlyHuman has taken
all reasonable care in the preparation of the contents on this website, but
makes no representation or warranty of any kind with respect to the operation of
the site or the information, content, materials, or products included on this
site. To the extent permitted by applicable law, OnlyHuman makes no warranty,
express or implied, as to the accuracy, completeness or currency of the
information contained in any of the materials on this web site.
OnlyHuman shall not
be liable to any person for any loss or damage that may arise from the use of
any of the information contained in any of the materials on this
the right to decline orders for bulk or high value purchases. Orders may be
subject to extra security checks at our discretion. This may include
confirmation of Credit/Debit card details and full address details. OnlyHuman
reserves the right to cancel any orders if this information cannot be supplied.
OnlyHuman reserves the right to deliver certain orders to the Invoice Address
only. Customers will be notified by e-mail if this is the case.
has insufficient stock to deliver the goods ordered by you, we will notify you
as soon as possible to either offer an alternative item (to the same value) or
we will credit your card for the cost of the unavailable goods. OnlyHuman will
not be obliged to offer any additional compensation for disappointment
OnlyHuman makes no
representation or warranty, express or implied (including, without limitation,
warranties as to quality or fitness for purpose) in connection with any
product(s) supplied by it under these Terms. In any event, OnlyHuman 's sole
liability and the user's sole remedy for any defective product(s) supplied under
these Terms shall be the replacement by OnlyHuman of the defective
OnlyHuman shall not
be liable for economic or financial loss or any special, indirect or
consequential loss or damage whatsoever and howsoever arising.
No exclusions of
OnlyHuman´s liability in these Terms shall apply to any damages arising from
death or personal injury caused by the negligence of OnlyHuman or any of its
directors, employees or agents or fraudulent misstatement.
When you visit
OnlyHuman you can surf the site anonymously and access important information
without revealing your identity. However, in order to provide a better service,
we may use "cookies" to track your visit. A cookie is a small piece of
information that the website stores on your web browser and can later retrieve.
log in status so you do not have to log in to the site at every visit (unless
you wish to). The cookie cannot be read by a website other than the one that
sent the cookie.
session or visit. Similarly this information does not identify you personally
and you remain anonymous unless you have otherwise provided OnlyHuman with
personal information. Please note that it is possible to set up your web browser
to inform you when you receive a cookie, giving you the chance to decide whether
or not to accept it.
customer satisfaction is our main priority. If for any reason you are not happy
with a product you can return this to us, within 14 days of purchase, for a
If you have missed
the 14 day money-back period, you can still return the product to us within
the following 14 days for store credit on anything else on
eg. the product was purchased on the 1st January: you
have until the 15th January to receive a full refund, then after that until the
29th January to receive store credit on your account.
reasons of hygiene, we will not replace or refund items if they have been opened
or any seals been broken, unless they are faulty or do not comply with
note: Postage and packing is non-refundable. Proof of purchase is
required for returns
Please supply the
reason for the return. All goods are to be returned to:
280 East Barnet Road
We recommend using
a recorded service and getting proof of delivery when returning
If an item is
received damaged or defective, we will issue a replacement or full refund as
soon as we are in receipt of the damaged product.
Please contact customer services, quoting
your order number, as soon as you are aware of the defect, damage so we can
arrange for the replacement .
If, in the unlikely
event that you have a complaint, please contact:
We will endeavor to
respond promptly with a solution to your problem.
We are committed to
protecting your privacy.
We will only use
the information that we collect about you lawfully (in accordance with the Data
Protection Act 1998).
information about you for 2 reasons: firstly, to process your order and second,
to provide you with the best possible service.
We will not e-mail
you in the future unless you have given us your consent.
We will give you
the chance to refuse any marketing email from us or from another trader in the
The type of
information we will collect about you includes:
- Phone Number
- Email Address
- Credit/Debit Card details
We will never
collect sensitive information about you without your explicit consent.
The information we
hold will be accurate and up to date. You can check the information that we hold
about you by emailing us. If you find any inaccuracies we will delete or correct
information which we hold will be held securely in accordance with our internal
security policy and the law.
If we intend to
transfer your information outside the EEA (European Economic Area) we will
always obtain your consent first.
We may use
technology to track the patterns of behaviour of visitors to our site. This can
include using a "cookie" which would be stored on your browser. You can usually
modify your browser to prevent this happening.
collected in this way can be used to identify you unless you modify your browser
If you have any
questions/comments about privacy, please contact
This section is
undergoing development, contact us for a copy of our security
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How to Order
The layout of the
onlyhuman.com may seem confusing and
unfamiliar. The website contains numerous unique and unseen features, that make
the shopping process on Only Human quick and concise.
HOW TO SEARCH
There are numerous ways to search for products on Only
At the top of every page within the site, three search boxes are
They are named 1. "Solution For,"
2. "Brand" and 3. "Type."
1. Solution For search. This is where you look
for products according to the problems they solve, or the symptoms they relieve.
This method can be effective if you wish to quickly search for many different
types of products, to help you with a single problem.
2. Brand search. All the products we keep are
grouped and displayed in their different brand names. Searching in this way is
useful if you wish to look for a group of products you are already familiar
with, or items within a brand that has been recommended to you.
3. Product Type search. Useful for when you
know the type of product that you wish to buy, but are unaware of it's name or a
brand to help you search. This method can also assist you in finding an
alternative to a product that you are currently using.
You can also use the keyword search engine
to find any words contained in the title or description of a product.
Simply type in the name or part of the
name of the product you are looking for and click
For example entering 'Nurofen' as a search term
will return all Nurofen® products, whereas entering 'Nurofen
Plus' will return only Nurofen® Plus products.
Only Human can alternatively be navigated via six
categories, also displayed at the top of every page. Within the main categories
are sub-categories, which often hold further categories, helping you narrow down
to the products of your choice. Items are placed around the site according to
the most logical location. Some products and sub categories are repeated within
the site, in order to reduce the amount of guesswork required to search
correctly. For example, "Pregnancy Tests" are situated in "Body & Wellbeing"
and also "Sexual & Intimate Health."
We understand that it is easy to get lost in a website when
searching in this way. To help prevent this, a trail is shown underneath the
main categories, showing exactly how you arrived at the page you are viewing.
Once you have found
and selected an item, you will see a larger picture, a more detailed description
and its price. For many items on Only Human, there are numerous products that
you can choose within. These different products can be variables of the item you
selected, for example, various sizes and flavours.
In other cases the
item you select contains a range of products. Often this means there will be two
different variables you can choose, for example, "type" and "size."
To purchase your
intended product, you must first select the primary variable, (e.g. type) and
then the secondary one (e.g. size). In some cases, a primary variable of an item
may only be available as one secondary variable (e.g. when one type of a product
only comes in one size, and other types come in numerous sizes). To avoid
confusion, the secondary variable column will dissapear if a single variable
product is selected.
If you decide to
purchase your product, clickand this will take you to your shopping cart, where your product
will now be listed. From there you can continue shopping, remove the product you
just added, or proceed to the checkout, all of which have corresponding links to
click. If you choose to continue shopping, your shopping cart can be accessed at
any time by clicking the small shopping basket icon within the grey toolbar
above the main categories.
At the checkout
screen, you will be asked to log in (if you are an existing cutomer and haven't
already done so) or create and account with us (if you are a new
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