Start-rite: worn by the world's most precious feet  
Primanet

Here's a selection of our retailers' frequently asked questions.

  1. How do I access Start-rite's online ordering system?
  2. I would like someone to talk me through the system. Who can help me?
  3. Can I place a forward order on the system?
  4. Will I receive an acknowledgement email to confirm my online order?
  5. What delivery time can I expect for online orders?
  6. Can I order a pair of shoes and enter a home address for them to be sent direct to a customer?
  7. Are prices inclusive or exclusive of VAT?
  8. On the Existing Sales Orders page the due date has passed but I have not received the shoes. Why is this?
  9. I changed my mind and tried to cancel my order after I had completed it, but the system would not allow it. Why not?
  10. I wanted to order 10 pairs of a particular style in the same size, but the system won't allow me. Why is this?
  11. The system is quite slow sometimes. Why is this?
  12. I left my PC in the middle of online ordering so I could serve a customer and when I came back I had been disconnected from the system and lost my order. Why is this?
  13. How can I request special delivery instructions such as first class post?
  14. I'm being asked to enter a due date when I place my order. How do I know which date to select?
  15. What happens to my order if I am on stocktake or my account is frozen?
  16. I've forgotten my password, what should I do?
1. How do I access Start-rite's online ordering system?

The system is quick and simple to use and it's easy to get started. To register for the service simply complete the form on the website. Your password will be emailed to you within one working day.

Once you have received your password you can start to use the service straightaway. When you have entered your username and password you will find options for placing an order or checking stock availability. Follow the on-screen instructions to complete your order or stock enquiry.

To request a demonstration CD, which shows you how to use the system, email webdemo@start-rite.co.uk with your name, business name and address.

2. I would like someone to talk me through the system. Who can help me?
Please contact your Business Manager or call Start-rite's Customer Service team on +44 (0)1603 595200.
3. Can I place a forward order on the system?
No, not at present.
4. Will I receive an acknowledgement email to confirm my online order?
No, an automated service is not currently available. However, on the Existing Sales Orders page you can click the envelope icon next to your order, complete the pop-up window and an order acknowledgement will be emailed to you.
5. What delivery time can I expect for online orders?
If the style you have ordered is showing as 'in-stock' it should leave Start-rite within three working days of the date you ordered it. If the style is marked with an estimated delivery date you will be able to track this via your Remains Advice Note or by calling Start-rite's Customer Service team on +44 (0)1603 595200.
6. Can I order a pair of shoes and enter a home address for them to be sent direct to a customer?
This option is not possible at present.
7. Are prices inclusive or exclusive of VAT?
All prices are exclusive of VAT.
8. On the Existing Sales Orders page the due date has passed but I have not received the shoes. Why is this?
The due date is the date the order was placed, not the delivery date.
9. I changed my mind and tried to cancel my order after I had completed it, but the system would not allow it. Why not?
In accordance with Start-rite's terms and conditions of business it is not possible to cancel an order once it has been placed unless you are cancelling goods that were not immediately available (ie on backorder). If you wish to cancel products on backorder please contact Start-rite's Customer Service team on +44 (0)1603 595200.
10. I wanted to order 10 pairs of a particular style in the same size, but the system won't allow me. Why is this?
To prevent accidental over-ordering, the system allows a maximum of 9 pairs per style code and size to be reserved per order.
11. The system is quite slow sometimes. Why is this?
The system contains an enormous amount of information and this can take a few moments to load. Your PC configuration and the speed of your internet connection can also affect how quickly the service operates on your computer.
12. I left my PC in the middle of online ordering so I could serve a customer and when I came back I had been disconnected from the system and lost my order. Why is this?
The service has a time-out feature which will automatically log you out of the system if you have been inactive for 30 minutes. This is necessary to comply with software licensing regulations. To avoid any inconvenience it is suggested that you save your ordered product lines regularly so that they are not lost if you are called away from your PC and the system times out.
13. How can I request special delivery instructions such as first class post?
These features are not currently available online so orders with special instructions should be placed via Start-rite's Customer Service team on +44 (0)1603 595200.
14. I'm being asked to enter a due date when I place my order. How do I know which date to select?
The due date is the date the order is placed, not the despatch date or the delivery date to you. To receive your goods as quickly as possible, always select today's date as the due date.
15. What happens to my order if I am on stocktake or my account is frozen?
The order will be processed as normal but goods will not be despatched until your stocktake is complete or your account is no longer frozen. If required, please contact Start-rite's Customer Service team on +44 (0)1603 595200 for further information.
16. I've forgotten my password, what should I do?
If you have forgotten your password send an email to webpassword@start-rite.co.uk containing your name, business name, account number and primary email address. You will receive your new password within one working day.