Welcome to Limitless

We'll be helping Mail Shop customers like you answer questions from other customers, and earn rewards and points through our app. Mail Shop is The Mail’s designated online marketplace, brought to you by Mail Newspapers and carefully curated with the customer in mind. Working with a variety of top sellers, Mail Shop connects visitors with a wide range of home, garden and lifestyle products, from leading sellers with brands that are known and loved. The simple checkout means customers can order from multiple sellers in one simple transaction, and orders will be sent swiftly, directly from your chosen sellers.

Here’s a quick recap of what you’ll do on Limitless as a Mail Shop Help Adviser

• RESPOND to questions in your task list
• REVIEW answers from other Help Advisers
• EARN money and rewards when you answer a question and it’s been reviewed as the right answer
• RECEIVE CUSTOMER RATINGS on your answers, which will be displayed on the app as your rating

Ok, take me through the topics I CAN answer

Manage Orders

The majority of managing order queries can be done through the customer logging into their account and locating the relevant order. Customers can view their order status online with the following steps:

1. Sign into My Account
2. Navigate to the My Orders section
3. Select the relevant order and the status will show its current progress.
   

If customers wish, they can also contact the seller directly to verify the status of their order.

Making changes to order/cancel

To view and update the delivery information for an order, customers can follow these steps:

1. On the Mail Shop site, go to My Account , then My Orders
2. Click on the appropriate item, which will highlight the Order Details.
3. Click Contact Seller. From the drop down options select Manage an order > Change an existing order . Then choose between Add or remove item or Cancel order
4. Leave a message for the merchant and contact phone number. Click Send

Amendments to delivery address

To view and update the delivery information for an order, customers can follow these steps:

1. On the Mail Shop site, go to My Account , then My Orders
2. Click on the appropriate item, which will highlight the Order Details.
3. Click Contact Seller. From the drop down options select Manage an order > Change an existing order , then Change address
4. Leave a message for the merchant and contact phone number. Click Send

Please Note: Once an order has been dispatched from the merchant, amendments can no longer be made to the delivery, so the customer will need to make the appropriate arrangements to accept/refuse delivery of the goods

Report a lost or missing package/item from my order

Customers will need to contact the merchant directly for any lost or missing item queries. This can be done in the following steps:

1. Log into My Account , and select the order that needs to be reported
2. Select Contact Us
3. Select Manage an Order
4. Select Track a Package
5. Select the relevant drop down from the options available and add any additional comments where appropriate.

Delivery Schedules

Customers are offered a variety of delivery options, sellers are asked to comply with the delivery schedule below.

Delivery option for mainland U.K

Standard delivery
Next day delivery
First class delivery
Bulky items standard
Bulky items expedite
Super saver

Delivery schedule

Within 7 days from ordering the product
Next working day if order is placed before 1 pm
Within 5 days from ordering the product
Within 21 days from ordering the product
Within 7 days from ordering the product
Within 28 days from ordering the product

Get help with the website

Mail Shop is aware that customers will use a diverse variety of operating systems and browsers to access the site. While they want every customer to have the best possible experience on the website, it is recognised that it is impossible to develop applications and sites that work identically, efficiently, and effectively with all browsers.

Some customers will find it hard to navigate around the website – or may get errors or technical issues. You can solve most technical issues on the website by asking the customer to restart their web browser or to try using a different browser, such as Google Chrome or Internet Explorer. Alternatively, you can suggest trying restarting their device.