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Customer Support

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Mondays to Fridays (Excluding Public Holidays): 6:00AM - 2:30PM

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Visit the Worldwide Support Site for access to our troubleshooting articles and product tips.


What payment methods do you accept?
The Creative Store accepts payments via PayPal, as well as MasterCard and Visa debit/credit cards. We are also continually evaluating new payment options so that you may enjoy a greater range of payment choices in future.
Are the prices inclusive of sales tax and customs/import charges?

Prices advertised on the Creative Store are inclusive of sales tax (VAT).

Orders placed on the Creative Store are dispatched from the United Kingdom, and will not be liable for customs/import charges. If you are being charged for it, please contact us for assistance.

How do I file a VAT refund for orders placed with the Creative Store?

Prices advertised on the Creative Store are inclusive of sales tax. We are not able to exclude tax from your corporate purchase.

However, if you are eligible for a VAT refund, you may claim it by contacting your local tax authorities and providing them with your order invoice.

Please follow these instructions to ensure the validity of your tax refund for corporate purchases:

  • Under “Shipping Address”:
    • Enter the address that you would like to have the order delivered to under “Address Line 1” and “Address Line 2”
    • Enter your company VAT registration number in the “Business VAT Number” field
  • Select checkbox: “My Billing Address is different from the Shipping Address”
  • Under “Billing Address”:
    • Enter your company name in the “First Name” / “Last Name” fields. For example, If your company name is Creative Labs Europe, enter:
      First Name: Creative Labs
      Last Name: Europe
    • Enter the registered address of your company in “Address Line 1” and “Address Line 2”

You may then proceed as per normal through Checkout.

If you require further assistance, please contact our Customer Service team.

What currency am I charged in?

Prices advertised on the Creative Store are in the following currencies:

SingaporeSingapore Dollars (SGD $)
AustraliaAustralian Dollars (AUD $)
Hong KongHong Kong Dollars (HKD $)
IndonesiaDollar (USD $)
PhilippinesDollar (USD $)
ThailandDollar (USD $)
VietnamDollar (USD $)
MalaysiaDollar (USD $)
JapanJapanese Yen (JPY ¥)
TaiwanNew Taiwan Dollar (NT $)
United KingdomPound Sterling (GBP £)
Austria, Belgium, Czech Republic, Denmark, Finland, Greece, Hungary, Ireland, Luxembourg, Malta, Netherlands, Norway, Portugal, Slovak Republic, Slovenia, SwedenEuro (EUR €)
PolandPolish złoty (PLN zł)
United StatesDollar (USD $)
When will I be charged for my order?

We will hold the order amount in your debit/credit card. This amount will only be charged when your order has been shipped.

If you cancel your order before it is shipped, the transaction will be reversed through the payment mode which you had originally used. Please take note that your bank or card issuer may hold the order amount temporarily while this reversal is being processed. For further enquiries on this, contact your bank or card issuer.

Do you save my credit card details?

No, we do not. We partner with CyberSource (a Visa company) and PayPal to process all online payments. When you click on “Make Payment”, you will be routed through a secure connection to CyberSource/PayPal where you're required to enter your debit/credit card details. Upon completion of payment, you will then be routed back to the Creative Store website to complete the purchase.

We do not save any of your debit/credit card or bank details throughout the entire payment process.

We also use the latest SSL encryption technology, digital certificates and secure e-commerce servers and authentication tools to ensure your personal and order information are protected at all times.

I would like to make a new purchase with a different debit/credit card. How do I change my card details?

We do not save your debit/credit card or bank details throughout the entire payment process. If you have previously shopped with us and would like to place a new order with a different card, simply proceed through Checkout as per usual. After clicking the “Make Payment” button, you'll be routed to the payment page where you can enter the details of your preferred debit/credit card.

My payment attempt results in a “Transaction Declined” error. What can I do?

All online payments are processed through our partners, CyberSource (a Visa company) and PayPal. They have a strict set of criteria in place to safeguard both customers and companies against fraudulent purchases.

When this message is displayed, your card has not been charged. You may click on the button “Try Again” while attempting the following recommendations to resolve the issue:

Card-related Issues:
  • Check that your debit/credit card has been activated and is still within its validity period.
  • Ensure that your debit/credit card details have been entered correctly.
  • Try again using another debit/credit card. We accept payments via PayPal, as well as MasterCard and Visa debit/credit cards.

If the above doesn't solve your issue, we recommend contacting your bank/card issuer to find out more from them. Banks and card issuers may block transactions if the order amount is higher than usual.

Other Issues:
  • All mandatory fields in your shipping/billing addresses need to be completed.
  • Each address line should not exceed 30 characters in length with the inclusion of spaces.
  • Telephone numbers should not exceed 15 characters in length.
  • Postal codes should not exceed 10 characters in length.
  • Please ensure that you have entered a valid shipping address. This website only ships to destinations within United Kingdom. If you wish to ship your order to other destinations within Europe, you will need to place your order from the respective country sites. Please refer to “Where do you ship to?” for a list of country sites. We are unable to deliver to P.O. boxes, hotels, motels, and overseas territories.
  • The billing address section is not restricted to a local address. You may use any address outside of the United Kingdom as long as it adheres to the guidelines in length and format stated above.

Still can't seem to place your order? Please contact us for assistance.

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