Every purchase begins with a decision—but it also with a kind of trust. Trust that what you’re choosing is right. That the process will be fair.
We see that. And we’ve kept the process simple, clear, and accessible—so you’re never left guessing what’s happening or where things stand.
Because if you’ve placed your trust in us, you deserve more than just a smooth checkout. You deserve to know exactly what to expect—before anything moves forward.
1. What Counts as a Purchase
Placing an order with us is the first step—but it doesn’t yet count as a confirmed purchase. It’s an offer from your side to buy a product under the terms shown at the time. We review every order before deciding whether to accept it.
Until we send you a confirmation email:
- Your order is not yet legally binding
- Items in your bag are not reserved
- Your payment may be authorised, but funds will not be captured
Before accepting your order, we may need to:
- Verify product availability
- Review your payment details
- Confirm your account information
- Screen for unusual or high-risk activity
Once everything checks out, and the order meets our criteria, we’ll accept it and send your confirmation. That’s when your purchase officially takes place. We reserve the right to decline or cancel any order that doesn’t meet our acceptance criteria.
This may include:
- Errors in pricing or product information
- Insufficient stock
- Failed account verification
- Suspected misuse or breach of our Terms of Use & Sale
If your order is declined, you won’t be charged. And if payment has already been taken, it’ll be refunded in full.
2. How Orders Are Placed
We accept orders through multiple secure methods—so you can choose the one that works best for you.
A. Online Orders (Recommended)
If you prefer to shop online, here’s how to place an order through our website:
Step 1: Log in to your account—or create one if you haven’t yet
Step 2: Browse our product catalogue and add the item(s) that suit your needs
Step 3: Go to checkout and enter your delivery and payment details
Step 4: Review everything carefully before proceeding
Step 5: Confirm and place your order
Step 6: Wait for a confirmation email from us—this is when your purchase becomes official.
Important Note: Guest checkout is not available. You’ll need an account to place an order with us.
B. Email Orders
If you’re more comfortable using email, here’s how to place an order directly from your inbox:
Step 1: Send an order request to [email protected] from your personal email account
Step 2: Use “Placing an Order” as the subject line, and include the following in your message—the product(s) you’d like to order, your full name, contact number, billing and delivery address with postcode, and your preferred way to make payment and receive delivery.
Step 3: We’ll reply with a clear order summary, itemised pricing, estimated delivery timeframe, a secure payment link, and instructions.
Step 4: Once we’ve received and verified your payment, we’ll confirm your order by email and begin processing it right away.
Important Note: Don’t include card details in your email request. We’ll send you a secure payment link to complete your purchase safely.
C. Mail and Telephone Orders (MOTO)
If you prefer to place your order with us from the comfort of your home—even without going online, we’ve kept the process simple, secure, and compliant.
Step 1: Call us on 020 3151 1051 during business hours.
Step 2: Let us know the product(s) you’d like to order.
Step 3: We’ll ask for your full name, contact number, billing address, and delivery address.
Step 4: Once we have your details, we’ll create your order and go over everything with you—including the total cost and estimated delivery timeframe.
Step 5: If you’re happy to proceed, we’ll send you a Confirmation Pack, which includes:
- Your Order Summary with product details and pricing breakdown
- A copy of our Terms of Sale, so everything’s clear between us
- A Consumer Rights Guide, so you can easily understand your rights
- An Order Consent Form, so you can approve your order
- A Card Authorisation Form, to allow us to charge your debit/credit card
- A Marketing Consent Form, if you’d like to hear from us occasionally
- An Order Cancellation Form, in case you change your mind
- A prepaid return envelope to send everything back with ease
Step 6: When your Confirmation Pack arrives at your doorstep:
- Check your Order Summary to ensure everything matches what was discussed
- Review the Terms of Sale and Consumer Rights Guide to get a clear picture of the agreement and your rights
- Fill in and sign the Order Consent Form to confirm you’re happy to proceed with your order
- Complete and sign the Card Authorisation Form to grant us the permission to charge your debit or credit card securely
- Tick and sign the Marketing Consent Form only if you choose to receive updates, offers, or helpful posts by mail.
Step 7: Place the filled and signed Order Consent Form and Card Authorisation Form into the prepaid return envelope and seal it securely. (Include the Marketing Consent Form only if you’ve opted in.)
Step 8: Call us once your envelope is ready—we’ll schedule a Royal Mail pickup from your doorstep.
Step 9: Once we receive your envelope, we’ll process your payment securely via our PCI DSS–compliant virtual terminal.
Step 10: After your payment clears, we’ll finalise your order and dispatch it right away.
Step 11: Once your order arrives, we’ll follow up in case you need help with set up, installation, or anything else product-related.
Important Note: In some cases, your bank may call you to verify the transaction as part of their usual security checks. If they do, please respond promptly so the payment can go through.
3. Where Orders Don’t Happen
We don’t accept orders through messaging apps like WhatsApp, SMS, or social media.
You’re still welcome to reach out to us there—but all purchases need to happen through our website, by email, or over the phone.
That way, every order stays traceable, secure, and protected—just as it should be.
4. Where It All Stands Legally
This page is intended to help you better understand how orders are placed with HumaneX.store. If you’d like to dive deeper, please read our Terms of Use & Sale, which set out the terms for both you and us—how we operate and what you agree to.
All orders, including Mail and Telephone Orders, are processed in accordance with the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and the Payment Services Regulations 2017.
All card payments are processed securely in line with the Payment Card Industry Data Security Standard (PCI DSS). Your personal and payment information is protected in accordance with our Privacy Policy and Cookie Policy, in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
