Ordering & Payment
Trouble placing an order online
If you are unable to continue to checkout and are receiving an error message, please empty your shopping basket in case it contained saved items that are no longer available.
Place order over the phone
Simply call Customer Services on +44 330 0432151 and we will be happy to place an order for you over the phone. Lines are open Monday – Friday from 8am-6.30pm and Saturday from 9am-5.30pm.
Cancel my order
We’re very quick at processing orders once they have been placed, so we cannot guarantee that your order can be cancelled before it is dispatched but we will always try. Call us as soon as possible on +44 330 0432151 with your order number. However, please remember that it takes up to 30 minutes for orders to come through onto our system and we will ask you to call back after this time.
Amend my order
We’re very quick at packing orders once they have been placed, so we cannot guarantee that your order can be amended but we will always try. Call us as soon as possible on +44208 740 2085 with your order number. Please remember that it takes up to 30 minutes for orders to come through onto our system and we will ask you to call back after this time.
Customer Services opening hours are 8am-6.30pm Monday-Friday, and 9am-5pm Saturday.
We’re very sorry if something has been missed from your order.
If you can see the missing product on the invoice and you’ve been charged then you’ll need to contact us as soon as possible. If it is a large order then it is likely that it is coming in separate packages.
If the item is not included on your invoice or it does not say that it will follow shortly, then it is possible that the item is delayed or currently out of stock. Contact us and we can check the status of your order.
Make sure once you’ve selected your samples to click “Update Bag”. If you have done this and your samples are missing, just let us know and we can send you an alternative selection.
If you’re missing one or two of your samples then we’re sorry to hear this. It doesn’t happen very often however, samples can go out of stock even if you’ve added them to your basket.
We reserve the right to substitute samples or withdraw this service at any time.
We accept all major credit and debit cards, including PayPal.
We’re sorry you are having issues placing an order on our website. Please have a look at our common error messages below and what you can do. If you continue to have issues, please contact Customer Services and we’ll be delighted to help.
We’re sorry that your order could not be placed. This probably happened due to a high order volume or temporary connection errors. Please wait a few minutes and resubmit your order. We won’t process your payment until you successfully place your order. If you have further questions, please contact us.
What to do
This is most likely to be a technical error on the website. Please be patient and try to place the order again later. If you need to place the order urgently, then call Customer Services and we’ll be delighted to place an order over the phone.
Your order could not be submitted. Please review your payment settings and try again. Thank you for your patience!
What to do
This is likely to be an issue with your card. Please contact your bank to find out more. You can try placing an order with a different card in the meantime.
Request a different Card or another form of payment
What to do
There is a variety of reasons for this error message. Your card may have expired, have insufficient funds or have inputted details incorrectly. You will need to speak your bank but in the meantime try another card.
General Decline – No further information available.
What to do
This means that your card has been declined. You need to speak to your bank. In the meantime, you can try another card.
Postcode is not recognised
Firstly, make sure that you have changed the country by clicking the flag on the drop-down menu. Then make sure that your postcode is 6 digits, you can add “0” to the front of your postcode if not. If your country does not have a postcode please enter ‘000000’.
Trouble signing into My Account
If you receive an error message saying “Sorry, this does not match our records. Check your spelling and try again.”, this usually means that you have not signed up to a 21Floors account.
It is possible that you may be subscribed to our mailing list using the same email address however, this does not mean you have an account with us.
Update my email address
All you need to do is log in with your current email address and go to your account. Then under “Personal Information” you can update your email address.
Remove a payment card
Log in and go to “My Saved Cards” in your account. You will be able to remove your saved card there.
We are currently working on a gift wrap service. Once in place you will be able to request this service during the checkout system.
All prices include VAT, the total for your order is confirmed at checkout before you proceed to pay and complete your order. Once your parcel arrives in its destination country, local taxes, duties and charges may be added, which 21Floors is not responsible for.
Please be aware that deliveries outside of the UK may be subject to customs, regulatory or legal restrictions. To comply with local legislation, you or the shipping recipient may be required to pay additional taxes, fees or levies, import duty or formal customs entry may apply to all products purchased from Space NK. We are unable to offer any assistance or advice if either issue arises.
This applies to International and European Delivery.
Some items cannot be shipped overseas due to legislation that prohibits the transport of goods that can be considered dangerous. These will include all our aerosols, fragrances and nail varnishes. For more information and a full list, please visit the Royal Mail website.
Please be aware that deliveries outside of the UK may be subject to customs, regulatory or legal restrictions. To comply with local legislation, you or the shipping recipient may be required to pay additional taxes, fees or levies, import duty or formal customs entry may apply to all products purchased from 21Floors. We are unable to offer any assistance or advice if either issue arises.