--- title: "User Help" description: "Help for Q2 Wholesale customers: account details, orders, shipping, payments, returns and how to reorder. Answers for boutiques buying wholesale." canonical_url: https://q2wholesale.co.uk/information/46-help-user url: https://q2wholesale.co.uk/information/46-help-user site: "Q2 Wholesale UK" lang: en-GB last_updated: 2026-11-01 updated: 2026-11-01 --- # User Help ## Help #### 1. How can I change data in my Q2 account? Once you have registered, you can log into [the account](https://q2wholesale.co.uk/my-account) whenever you want. From here, you can modify your password, email address, shipping and billing information. #### 2. If your order is delayed If you do not receive your order at the indicated transit times, you can contact us at [customer@q2wholesale.co.uk](mailto:customer@q2wholesale.co.uk) or you can also call us on +44 203 734 1028. #### 3. I received a wrong or defective product, how do I return it? If you have received an incorrect or defective item in your order, enter [your order history](https://q2wholesale.co.uk/order-history), the affected order and select the garment (s) with tare, then click on the "Request Returns" button. To expedite the paperwork send us a photo of the tare and / or defect via WhatsApp at +34 601 740 781. Once we receive the request for the return and photos of the tare, we will accept your return. You will receive an email of a postpaid slip that you paste onto the package to make the return. Now you have two options, take the package to any post office Or you can let us know the couriers that pass by your store to collect the package. As soon as we receive the package we will make the payment. If you have any doubts you can contact us at +44 203 734 1028, by Whatsapp at +34 601 740 781 or by the chat on the web and we will be happy to assist you. Items must be returned in their original condition, including labels and any packaging. All products will be inspected upon return. #### 4. Do I have to pay anything to make a change? If you make a change, you should not worry about the shipping costs from your store as they are totally free. Items must be returned in their original condition, including labels and any packaging. All products will be inspected upon return. #### 5. How long do I have to return the garments? You have 48 hours since you receive the products in your store. Items must be returned in their original condition, including labels and any packaging. All products will be inspected upon return. #### 6. Can I return any items? No, refunds may only be made for defects or defects of the garments. Items must be returned in their original condition, including labels and any packaging. All products will be inspected upon return. The delay in the delivery of merchandise by the transport company will not be a reason for return. #### 7. The color of the product is different from that appears on the web Depending on the calibration of the different monitors used to display the page. The shades of the represented products may vary slightly. Q2 is not responsible for errors resulting from misinterpretation. #### 8. What kind of products can I return / change? Please note that for reasons of hygiene certain products can not be returned unless they have been left in their original packaging or are defective. Items must be returned in their original condition, including labels and any packaging. All products will be inspected upon return. #### 9. An item is missing from my order. Sometimes we do not send everything in your ordered in a single delivery (for example, due to temporary lack of stock), so in the first place we ask you to check your emails - the shipping notification of the merchandise - to see if some of your items are sent separately. If your order has been sent separately, the delivery note will contain only the items sent in that part of your order. Please see the delivery notes for each part of your order to make sure that nothing is missing. If you are still missing an item, contact [Customer Service team.](https://q2wholesale.co.uk/contact). #### 10. Are stocks stocked for an item? Yes. Take a look here, in["Back to Stock"](https://q2wholesale.co.uk/50-back-in-stock), we hope you find your item! You can also click on "Notify me when available" and we will send you an email when the product is back in stock. #### 11. I have a discount code, how do I use it? Enter your discount code in the 'Discount Coupon' space in the order summary, when you pay. Once you have entered the promotional code, click 'Validate'. Enter the code before confirming the payment, as it will not be possible to apply the discount later. #### 12. Can I use more than one discount code at a time? In each order, only one promotional code can be applied. Be sure to carefully read the terms and conditions of each promotional code you have received, as each code provided varies. #### 13. How do I pay for my order? We like to offer you different payment options, so you can use any of the following: Visa, MasterCard, bank transfer or through our dataphone. We also take security very seriously, so your data will be safe with us. #### 14. When will my order be paid? If your card is authorized, payment will be made immediately and you will receive an email with confirmation that your order has been successfully completed. If your card is not authorized payment will not be made. You will be sent an email to provide detailed information on the reasons why your bank or card issuer has not authorized payment. #### 15. My payment was declined Do not worry, it can be due to several reasons. Try checking your Q2 account to make sure that both the card data and the start date and card type are correct and your billing address matches the address in which your card is registered. If the problem persists, enter the data for another card and try again. If you think that you do not solve anything, contact our you. [Customer Service team](https://q2wholesale.co.uk/contact) who will try to continue advising.