Royal London 2014 - buy tickets
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Frequently Asked 
Questions

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All your questions answered about our online shop

How secure are your payment transactions?
All payments are handled by SecPay our online Payment Service Provider. Clicking on the Make Payment button in the checkout will take you directly to the card details page protected by a Secure Socket Layer (SSL) to provide a secure shopping experience.

Your browser should indicate that our site is secure. For example, Internet Explorer displays a padlock in the status bar at the bottom of the screen.

If you are using Internet Explorer and your browser says that our site is not trusted, click on Tools menu > Internet Options and make sure that 'Use SSL 3.0' is ticked in the 'Advanced' section.

Does your site use Cookies?
We use cookies to keep track of what you have in your shopping basket. The cookies used are completely safe, they do no store any information that could be used to identify you. To add products and to place an order you must have cookies turned on.

To turn cookies on please follow the instructions below for AOL, Microsoft and Netscape browsers:

Microsoft Internet Explorer 6.x

1. Select "Internet Options" from the Tools menu.
2. Click on the "Privacy" tab.
3. Slide the "Settings" tab down to Medium
4. Click "OK".

Microsoft Internet Explorer 5.x

1. Select "Internet Options" from the Tools menu.
2. Click on the "Security" tab.
3. Click "Custom Level" button.
4. Scroll down to the "Cookies" section.
5. Set "Allow per-session cookies" to "Enable".
6. Click "OK".

Mozilla Firefox 1.x

1. Select "Options" from the Tools menu.
2. Find the "Cookies" tab in the "Privacy" section.
3. Select "Allow sites to set Cookies".
4. Click "OK".

Safari 2.x

1. Select "Preferences" from the Safari menu.
2. Find the "Security" tab.
3. Under "Accept Cookies" select "Only from sites you naviagte to".
4. Click close.

Netscape Communicator 6.x

1. Select "Preferences" from the Edit menu.
2. Find the "Cookies" section in the "Privacy & Security" category.
3. Select "Enable all cookies".
4. Click "OK".

AOL 6.0, 7.0

1. Select "My AOL" from the tool bar.
2. Select "Preferences" from the menu.
3. Click the "WWW" icon.
4. Select the "Security" tab
5. Click "Custom Level"
6. Scroll down to the "Cookies" section.
7. Set "Allow per-session cookies (not stored)" to "Enable"
8. Click "OK"

How do I cancel/return an order?
If you’ve accidentally placed an order or just changed your mind, don’t worry. You can cancel or amend any order by ringing the shop directly on 0844 264 1734 quoting your order reference number. Alternatively, send you details through our enquiry form where we will deal with all enquiries with the utmost importance.

Do you charge VAT on children’s clothing items?
VAT is excluded from clothing items sold in children’s sizes.

What should I do if my card gets declined?
If you receive notification that your credit or debit card has been declined, you must contact the bank that issued the card to find out why. Only your bank can tell you why your card may have been declined.

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