Help

Digital Downloads

I have tried to download my order but with no success. Help?
I only have part of my download or it seems to be corrupted
I’ve bought a downloadable product. Where do I find the download button again?

Member Accounts

I can’t sign into my account or I’ve forgotten my log in details.

Discount Codes

I have a discount code but it has expired. Can I redeem it?
I have a discount code but forgot to use it for my order.

Security

Is lovegroveshop.com secure?

General Questions

I can’t find an item on your site.
I am having general problems accessing or buying from your website.

Ordering, Delivery & Returns

I would like to return an item.
Your website indicates that a product is available, yet I cannot purchase it.
I have not received my order. Where is it?
My order has been received damaged, what should I do?
I have only received part of my order
I would like to cancel an order or workshop booking. Can I have a refund?
When will my purchase be sent out?

Payments & Receipts

My payment is being refused or my transaction declined.
I have not received a receipt or I need a copy receipt.
I wish to pay with a PayPal account that is not in my own name

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I have tried to download my order but with no success. Help?

There can be many reasons why a download will fail or not complete properly.
The number one rule is to DOWNLOAD ONE FILE/PART AT A TIME.
We split most of our videos into smaller files to make it easier for you to pull in the videos. Downloading more than one file at a time defeats this purpose and your internet connection may not cope and timeout.

Another common problem is that the connection between your computer and our server times out and stops too soon.

When trying to open a downloaded file you may see a message stating that the file is corrupt or incomplete. This indicates that the file has not downloaded completely and you should delete the file and try again.

Before trying again we recommend that you:
• reset your modem/internet connection and restart your computer/tablet/device
• try if possible to use a different internet browser
• download your order at a different time of the day
• waiting 10-15 minutes after it looks like the file has downloaded fully before trying to open it

Alternative Browsers

If you haven’t already, please try the latest version of Chrome or Firefox. We highly recommend it and you can download it free here: http://www.mozilla.org/en-US/firefox/new/
Google Chrome is also a very good browser. http://www.google.com/intl/en_uk/chrome/browser/

If you have tried all these options and are still experiencing issues downloading your order contact us and we will try to resolve the issue asap.

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I only have part of my download or it seems to be corrupted.

When trying to open a downloaded file you may see a message stating that the file is corrupt or incomplete. This indicates that the file has not downloaded completely and you should delete the file and try again.

There can be many reasons why a download will fail or not complete properly. Most of the time it is because the connection between your computer and our server times out and stops too soon.

Please read this article for further advice.

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I’ve bought a downloadable product. Where do I find the download button again?

If you weren’t automatically redirected to your download links immediately after payment then please check your emails.

The emailed order receipt from us will contain your download links.

If you are having issues downloading your purchase, please contact us along with your order ID (shown on your email receipt) and we’ll do our best to solve the issue.

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I’ve bought a downloadable product from the US shop (ProPhotoNut.com). Where do I find the download link again?

Normally after payment has been made you will be redirected immediately to your download link. If this didn’t happen you can also find your download links on your email receipt. Please check your emails first.
If you didn’t get an email receipt and weren’t redirected properly please contact us and we’ll resend you your receipt as soon as possible.
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I can’t sign into my account or I’ve forgotten my log in details.

Please contact us your name and email address and we can reset your password for you.

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I have a discount code but it has expired. Can I redeem it?

We regret that we cannot extend any offers past their end date.

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I have a discount code but forgot to use it for my order.

Once an order has been placed the discount cannot be applied retrospectively.  We cannot refund or reimburse a discount if a code was not applied at the time of placing the order online. Discount codes and coupons can only be used through the website and cannot be applied to orders placed via the telephone.

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Is lovegroveshop.com secure?

Yes, our website is extremely secure.

We use an extremely powerful ecommerce package, which is behind state of the art networking equipment and firewalls. Every measure is taken to ensure that your details are always completely safe.

We do not receive your credit or debit card details, however we are able to make refunds via Paypal.

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I can’t find an item on your site.

Please try the search box at the top of each page.

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I am having general problems accessing or buying from your website.

If you are experiencing any problems such as placing an order, payment issues or any other problems please feel free to contact us and let us know the issues you are experiencing.

If you happen to get an error code or message please include this in your e-mail.

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I would like to return an item.

To request a return please contact us.

Learn more about our returns policy here.

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Your website indicates that a product is available, yet I cannot purchase it.

Please check your basket to ensure it is not already in there. If there is only one place on a workshop or one item available our website will not allow more than one to be added.

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I have not received my order. Where is it?

Most orders are despatched within 2 working days and then sent either by 1st Class Royal Mail post or UK Mail courier service. If you have not received this within 5 delivery days (or 10 delivery days for worldwide) please contact us and we will look into this further for you.

PLEASE NOTE that if you have paid by PayPal using an e-cheque, this can take up to 10 days to clear. Until we receive notification from PayPal that your payment has cleared we are unable to dispatch any goods to you.

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My order has been received damaged, what should I do?

Please contact us and send/email us an image of the damage. This is especially important in the case of damaged packaging. We will get back to you as soon as possible with a reply. Please ensure you keep all packaging until you have heard back from us.

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I have only received part of my order

Some orders are sent out from different warehouses and so may be received separately. Although they are not guaranteed to arrive on the same day the items will have been sent out and will be received a day or two after. Please contact us if you do not receive items from the same manufacturer within a couple of days.

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I would like to cancel an order or workshop booking. Can I have a refund?

To cancel an order or cancel a workshop booking please contact us.

Not all products are eligible for a refund.

Refunds for workshop bookings are subject to us being able to resell your place online.

Learn more about our cancellation policies here.

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When will my purchase be sent out?

Learn more about shipping policy here.

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My payment is being refused or my transaction declined.

It is likely that you are entering incorrect information or your bank card has expired or been put on hold. Please ensure that you enter all your details correctly. If you’re sure they’re correct, please contact your bank.

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I have not received a receipt or I need a copy receipt.

Contact us here.
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I wish to pay with a PayPal account that is not in my own name

Please ask the owner of the PayPal account to email us (from the email address linked to the Paypal account) with authorisation. We will not dispatch any goods until we receive this authorisation.