Company News

Web Shop FAQs

By February 16, 2017June 11th, 2020No Comments

We are delighted to announce that we have updated the Web Shop with some great new features!

Designed with you in mind the Web Shop provides the same great service as before but we’ve added some new features to help make your online ordering experience as easy as possible.

We’ve put together some handy FAQs but please get in touch with your Account Manager if you can’t find what you are looking for or contact the Web Shop team on 020 8739 1087 /[email protected]

[vc_tta_accordion][vc_tta_section title=”How do I login to the web shop?” tab_id=”1486124631935-891a7264-574b”]
  • Please use the new password you have been sent
  • If you have not received a new password or are a new customer, please request one here
  • To login from the Frequency Website, first click ‘SHOP’ and then once on the Web Shop click ‘LOGIN’
  • Then enter your email address and password
[/vc_tta_section][vc_tta_section title=”How do I change my password?” tab_id=”1486124891593-04e73ae9-3eb3″]
  • In ‘My Account’ you will find a ‘Settings’ tab
  • Here you will be able to update your password
[/vc_tta_section][vc_tta_section title=”What if I have forgotten my password?” tab_id=”1486125002420-26488b56-84a7″]
  • Click ‘LOGIN’ and then ‘FORGOTTEN PASSWORD?’
  • Simply enter your email address and we’ll send you a link to reset your password
[/vc_tta_section][vc_tta_section title=”I don’t have a login, can I still use the web shop?” tab_id=”1486125027842-875dc2a6-aca7″]
  • Yes you can, but you will have limited access to view our products and will only see RRPs
  • You will not be able to view any more information or place an order without logging in
[/vc_tta_section][vc_tta_section title=”Can I have a login if I don’t have an account?” tab_id=”1486125058095-e05a0d66-6e29″]
  • No, you will need to be set up as a Frequency customer to receive a login to the Web Shop
  • If you would like to open an account, please contact us here
[/vc_tta_section][vc_tta_section title=”How do I search for products?” tab_id=”1486125082870-02e51a3b-5add”]
  • To search for a specific product, use the freehand search box at the top right of the page.  Here you can enter the product description, Brand, SKU, MPN or EAN number to look for specific items.
  • To search for a range of products, use the navigation bar along the top to search by product type and brand
  • Alternatively use the navigation bar along the top to ‘SHOP ALL’ and then use the filters to narrow your search
[/vc_tta_section][vc_tta_section title=”What can I filter products by?” tab_id=”1486125109663-a2e21f8c-46c5″]
  • The new filter features allows you to filter products by; Product Type, Brand, Stock Status, Product Status, Fits Device, Compatibility, Colour and Packaging
[/vc_tta_section][vc_tta_section title=”How can I download high-resolution images?” tab_id=”1507297571362-f15638da-917b”]
  • Click on the product you wish to download images for
  • Select the ‘IMAGES TAB’ and click ‘DOWNLOAD HERE’
  • A zip folder will then be downloaded to your computer
[/vc_tta_section][vc_tta_section title=”How do I add products to my shopping basket?” tab_id=”1486125134580-5a0c1d06-ab1b”]
  • Once you have found the product you wish to order simply enter a quantity into the box and click ‘ADD TO BASKET’
  • You can then choose to ‘VIEW YOUR BASKET & CHECKOUT’ or ‘CONTINUE SHOPPING’
  • In the basket, you can calculate estimated delivery costs and enter a promo code (if applicable)
[/vc_tta_section][vc_tta_section title=”How do I edit items in my shopping basket?” tab_id=”1486125154977-fe1b57fb-76d2″]
  • Once you have added items to your basket you will have the option to edit these
  • If you have added too many products, or wish to order more of an item simply amend the quantity in the box
  • If you wish to remove products from your basket, click ‘REMOVE’
  • You can also ‘SAVE FOR LATER’
[/vc_tta_section][vc_tta_section title=”Can I pay by credit card?” tab_id=”1531930982642-eb691a97-63ea”]

Yes, all major credit cards are accepted*. Simply enter your credit card details when prompted on the checkout page.

* Cards accepted include VISA, Mastercard, Maestro and JCB  If you do not have a credit/debit card that is suitable please contact your Account Manager who will be able to assist with an alternative method of payment

[/vc_tta_section][vc_tta_section title=”How do I view my orders?” tab_id=”1486125174948-33f2fe5e-5825″]
  • In ‘My Account’ you will find see an overview of your most recent orders, including the order number, date, amount, status and tracking details (if available)
  • For a more detailed view, click the ‘Purchases’ tab, here you will be able to see your complete order history, returns, quotes and also re-order items.
[/vc_tta_section][vc_tta_section title=”How do I view and edit my billing information?” tab_id=”1486125194481-e0fe281b-c9ee”]
  • In ‘My Account’ you will find a ‘Billing’ tab
  • Here you will be able to view your account balance, invoices, transaction history and print a statement
[/vc_tta_section][vc_tta_section title=”How do edit my account details?” tab_id=”1486125212942-94a38b53-f4d4″]
  • In ‘My Account’ you will find a ‘Settings’ tab
  • Here you can edit your profile information, email preferences, address book including default billing and shipping addresses and update your password.
[/vc_tta_section][vc_tta_section title=”How can I re-order an item?” tab_id=”1486125230394-c9d78780-d9d0″]
  • In ‘My Account’ you will find a ‘Purchases’ tab
  • Click ‘Reorder items’ here you will be able to reorder items you have bought recently.
  • To re-order items you have bought recently,
  • Simply click ‘ADD TO BASKET’ on the items you wish you reorder
  • Alternatively click o ‘Purchase History’ and select the order you wish to view. You can then either reorder selected items from the order, or select ‘REORDER ALL ITEMS’.
[/vc_tta_section][vc_tta_section title=”How do I use the Quick Order feature?” tab_id=”1486125258206-66b2f0b7-f71c”]
  • Click ‘QUICK ORDER’ in the top bar of the web shop homepage
  • You can then enter the SKU or Item Name of the product you wish to order, for example ‘Case-Mate Naked Tough Case for Apple iPhone 8/7/6s/6 in Clear’ and select the quantity
  • If you wish to add more or less products simply retype or click the arrows
  • Once you have the products you want to order, click ‘ADD ITEM’
  • Continue this process for all the items you wish to purchase, then click ‘PROCEED TO CHECKOUT’
[/vc_tta_section][vc_tta_section title=”How do I use the Request a Quote feature?” tab_id=”1507297837369-369ad65f-2001″]
  • Click ‘REQUEST A QUOTE’ in the top bar of the web shop homepage
  • You can then enter the SKU or Item Name of the product you wish to receive a quote for, for example ‘Case-Mate Naked Tough Case for Apple iPhone 8/7/6s/6 in Clear’ and select the quantity
  • Add any comments and then submit the quote request, a sales representative will contact you as soon as possible
  • Alternatively, when browsing products, you will see an ‘ADD TO QUOTE’ button, click these and the products will be added to your list. To view all the products on your quote list, click ‘REQUEST A QUOTE’ in the top bar
[/vc_tta_section][vc_tta_section title=”How do I use the Quick View feature?” tab_id=”1507297886815-da4766a3-2123″]
  • The Quick View button appears when you hover over a product
  • It allows you to view product information and images at a glance, you can then add the product to your shopping basket or add to quote.
  • You can also click ‘VIEW FULL DETAILS’ to see all product information available.
[/vc_tta_section][vc_tta_section title=”How do I sign up for the email newsletter?” tab_id=”1486125305041-9e562188-b311″]
  • In ‘My Account’ you will find a ‘Settings’ tab
  • Here you are able to select your email preferences, simply tick the box if you want to receive communications about our products and services
  • Alternatively, simply enter your email address in the box at the bottom of the homepage
[/vc_tta_section][vc_tta_section title=”What if I need more help?” tab_id=”1486125284681-9be6e801-82ec”]
  • In ‘My Account’ you will find a ‘Support’ tab
  • Here you will be able to submit a new ticker and view your current support tickets
  • If you need any more help, please contact your Account Manager or the Web Shop team
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