DownYourHighStreet | Our mission is to.. view more

Frequently Asked Questions

What is is a shopping website/marketplace where you can buy goods direct from Great British independent retailers like boutiques and independent shops all in one place. If you’re shopping for unique gifts, high-quality products and items that come from actual UK businesses then shopping on our website is the place for you and we hope you enjoy the experience.

How does the website work?

Shopping on should be as easy as unlocking your phone. We have personalised the home page so when you add your browsing address the website will recommend products that are local to you based on a mile radius.

Can I buy multiple products at once?

Yes. When multiple products are purchased from multiple retailers the goods are sent out like normal from the delivery dates that you’ve selected.

Can I speak to the retailers about their products?

Yes, you can contact them via their profile page where there is a contact button. You can also find their social media details and website to get to know the shop before making your purchase.

What are business services pages about?

As a website that supports independent businesses, not all of them are retailers that sell goods available for delivery but we still want to help them thrive as saving the high street is our key aim. When you order goods for click and collect you will also have the option to use promotions in local service providers likes cafes and restaurants to make your visit to the high street one to remember and money saving.

What is click and collect?

As all our sellers are actual shops you can always visit them in store to collect your goods which is why we automatically show you the shops that are local to you first.

Location browsing

When you first open you’ll be presented with a pop up window that asked to know your location by locating your IP address or you can add your postcode. For the best possible experience we recommend using this location feature as you may have products local to you that you didn’t know were available. If you do not want to use this feature you can click No Thanks.

How do I use a discount code?

Head to checkout as usual, but before clicking PLACE ORDER just enter your code in the Discount Code box.

Do you offer international shipping?

International shipping is added by the retailer. When you go to purchase a product it will have the shipping information and if you’re not shopping within the UK and there is no international shipping information you will not be able to purchase the goods.

What is your returns policy?

Returns are very rare as the retailers send their products out with love and care, but we understand that sometimes things just aren't quite right. Following the online purchase returns law, you have 14 days to return any items directly to the boutique for a refund.

How Long do I have?

For most products, you have 14 days to notify the seller if you want to cancel the order or exchange the item. The cancellation period will expire 14 days from the day on which you receive the goods you have ordered.

How to cancel your order, or return or exchange a product?

Contact the seller to let them know that you wish to cancel your order, or return or exchange a product by either:

(a) outlining this to the seller directly by signing in to your account and clicking ‘my orders’ within this menu, picking the order you want to return and then clicking on ‘contact the seller’ where you can upload this information; OR
(b) email with your request and any additional information it may require.

What if I have already received my goods?

If already received, package the item up and send it back to the seller within 14 days of letting us know that you want to cancel your order and return the product (we recommend you use signed-for delivery service with proof of postage).

Please note that you will have to bear the direct cost of returning the product.

The retailer will refund your payment as and when the product is returned and you can check with our head office the status of the refund as we can also discuss with the retailer the position of funds.

Please don’t destroy or throw away any product, even if it’s faulty before you’ve spoken to the retailer and agreed that doing so won't affect any refund you may be entitled to.

Please note that you are liable for any diminished value of the product resulting from the handling of the product in any way other than what is necessary to establish the nature, characteristics and functioning of the product while you are responsible for it (this includes, in the context of a return, when the product is in transit back to the seller).

All sellers comply with our returns policy, giving you peace of mind when ordering. If you have any further questions, please get in touch with us at or call 0203 371 8857 to speak to our customer service team.

Gift vouchers are refundable within seven business days of purchase

What you can’t send back?

To avoid disappointment, please check whether an item is cancelable or non-cancelable before ordering. Unfortunately, some items are non-cancelable and non-refundable:

Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by the seller to all customers), is personalised or otherwise can't be resold due to a bespoke element
Perishable products (like food or flowers)
Creative pieces that are specially commissioned when you place an order, like art, sculpture and ceramics

Personal items sold with a hygiene seal (like cosmetics or underwear) where the seal is broken.

Account Question

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Can’t Find What You’re After?

If you cant find what you're looking for please contact our team


Our office phone line is unavailable due to a change of office. Please email and the team will respond within 48 hours.