Help

If you’re encountering difficulties with the site then you’re in the right place.

Whenever I add items to my bucket they don’t seem to show up in the bucket and I can’t check out.
You may be clicking the gift list button as opposed to the orange “add to my Bucket” button. In this case the item shows up in a list designed to show your friends what you would like to receive as opposed to adding them to the bucket for purchase. You can avoid this by clicking the “Add to bucket” button which is just above the gift list one

I have the items in my bucket but there’s no option to proceed to payment.
Before you can proceed to the payment page, you need to ensure that you have a selected a gift card that we can send to you or your loved one. You can do this by using the “Choose card” button when viewing your bucket. Once you have chosen a card for each item (or one for all of them if you want multiple gifts in one card) then option to proceed to checkout will appear.

I have gone through to the details page but it is not letting me proceed to payment.
There are certain required fields that need to be completed before progressing. If it doesn’t let you through to the payment screen then a list of fields that still need to be completed will appear at the top of page. The most common mistakes are not checking the terms and conditions box and not selecting whether you are buying on behalf of an individual or an organisation.

My gift has not arrived.
Orders can take up to seven working days to arrive from the time of ordering. Please allow this length of time and if you order still has not arrived please call 020 7793 4594 and we will try to trace your order for you.

I don’t know if my orders were received or not.
All orders should receive a confirmation e-mail thought sometimes there is a delay in there delivery. Please allow 10 minutes. If you still haven’t received it after this point, please check your junk e-mail box as sometimes the confirmation will be screened by your e-mail provider. If there is still no confirmation, please call 020 7793 4594 and we will check if your order has been received or not.

My connection to the website keeps timing out. 
If you are having trouble accessing all sites, not just the SH2OP for life, then it could be worth contacting your internet service provider as it may be a problem with your internet connection.  If it is just the SH2OP for life site that is timing out then it may be due to a high amount of traffic on the website. In this case please try again later at which point connecting should be easier. Alternatively, if you know what it is you would like to order then please call 0300 123 2251 and we can take your order for you over the phone. 

Still having difficulties? Then please call 020 7793 4594 or you can send us you enquiry online.