General FAQ'S
Account Queries
Do I need an account to place an order?
You do not need an account to purchase from us; you can checkout as a guest. Creating an account is recommended if you want us to save your details for future orders.
How do I set up an account?
Click the ‘CREATE AN ACCOUNT’ tab on the top left of the homepage. Fill in your details such as name, email, and phone number. For distributors, use the wholesale tab on the homepage to access the wholesale site.
What if I forget my password?
Click the ‘Forgot your password?’ link when logging in and follow the instructions. Ensure the email matches the one used to create the account.
How do I access my account?
Click the ‘LOG IN’ link at the top left of the homepage to access recent orders and other account details.
Order Queries
How do I know my order has been successful?
You will receive a confirmation email once your order is approved.
Why has my order not been delivered?
Contact us as soon as possible, and we will investigate.
How do I cancel my order?
Contact us immediately to request a cancellation. If your order has already been shipped, you will need to return or reject it for a refund.
How do I apply a discount code?
During checkout, enter your discount code in the ‘Discount Code’ section. On mobile, click “View Order Summary” to see this field.
What should I do if I receive the wrong item?
Contact us via email or phone. We may request a photo of the wrong item to assist with the resolution.
Shipping Queries
How long does it take to dispatch my order?
Please allow 12–24 hours for processing and dispatch from our fulfilment locations. Orders placed after 2pm on Friday will be processed the following Monday. We will contact you within 24 hours if there is any delay.
What shipping methods and costs are available?
We provide the following delivery options:
- Next Day Delivery: Orders up to 15kg to England, Scotland, Wales and British Forces addresses (not alcohol, bulky items, pallet items, mixed baskets or Northern Ireland). Orders placed before 2pm on working days. Cost: £7.99.
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Standard Shipping: Delivery cost depends on weight:
- Up to 15kg: £4.99
- 15kg to 30kg: £13.98
- 30kg to 45kg: £20.97
- 45kg to 60kg: £27.96
- 60kg to 75kg: £34.95
- Over 75kg: £41.94
- Northern Ireland: £9.50 up to 30kg
- FREE on orders £30+ (basket total after discounts), at any weight, to England, Scotland, Wales and British Forces addresses. It covers our standard items only. Most drinks and water, bulky items, large toilet roll packs, pallet items and alcohol have their own delivery charge, which still applies when your order is £30 or more. Not available for Northern Ireland.
- Alcohol Delivery: Standard delivery 2–4 business days. Cost: £4.99 up to 10kg, £6.99 10kg to 15kg, £13.98 15kg to 30kg, then £6.99 more for each extra 15kg up to £34.95 over 60kg (not included in free delivery). Certain large items, e.g., 6×70cl wine packs, are collection only.
- Click & Collect: Free collection from our Birmingham shop in Tyseley: 91 Redfern Road, Tyseley, Birmingham, B11 2BH.
How do I track my order?
Once your parcel has been dispatched, you will receive an email with a tracking number.
Payment & Billing Queries
Can I pay using a card?
We accept major cards such as VISA, Mastercard, American Express, JCB, and Maestro.
Why is my card being declined?
Check that your billing information matches your card registration details, including the CV2 code. Confirm with your bank if the card is accepted internationally. If problems persist, contact our team for assistance.
For more information about our products and services, please feel free to contact us:
Phone: 0121 516 3382
Email: contact@vsddiscountstore.co.uk
Address: 91 Redfern Road, Tyseley, Birmingham, B11 2BH