I can't log in

Are you a registered customer? To login to the Ideal World site, you need to have previously registered with us. Becoming a new customer is quick and easy, so why not register now?

Have you entered your customer number and/or PIN correctly. Your customer number can be found on any of your order confirmation emails. If you have forgotten your PIN, either call customer services on 08700 700 802, or if you have a valid email address, we can send you a new PIN automatically. Simply click on 'Send me a PIN reminder' and follow the details on screen.

Logging in makes placing an order even faster and easier than usual, as your delivery details will already be in the system.While logged-in, you can change any of these details, as well as other information you may have previously stored.

I can't see anything on the TV on the site

Ideally you need Flash Player version 7 or later to see the TV. We currently use Flash Player 7 for many interactive areas on idealworld.tv. We recommend using the most recent version of Flash Player, which is available to download free from: www.adobe.com/downloads (createandcraft.tv is not responsible for the content of external websites. This link will open a new window).

I can't find a product

If you can't easily find what you want by searching through categories, try typing either the product code (the six digit number), the product title, or a description in the search bar. If more than one result comes back, you can use the left hand navigation to further refine your search.

I can't find the show information

If you cannot find information for Ideal World television shows, go to the TV Guide category on the homepage. Click on 'see full schedule' to be taken to a comprehensive television listing. Here you can see 'what’s on now', 'what you have just missed' and the schedules for the coming Ideal World and Create and Craft shows. Either click on the arrows either side of the screen to take you through the entire schedule for 'today' or type in a day and time to find out what will be on at a particular time.You can even use the service to remind you when to watch via email.

I can't customise my homepage

The homepage is the starting point of your online shopping experience with Ideal World. From this page, you can browse through our entire range by selecting the product category you're interested in. The homepage also contains links to our Pick of the Day products, Best Sellers and Special Offers, as well as Customer Services/information pages. You can also watch our television shows, by clicking on 'Watch Us Live'.

You can now customise your homepage so it shows the categories which are most important to you. To customise your page, click on 'customise your homepage' and select the topics that you would like to add to your homepage. Please note: if no topics appear they are all currently visible on your homepage.

To remove a section from the homepage, click on the white 'down' arrow in the top left corner and then click on 'close' -  and it will disappear. Don't worry, you can always bring it back if you want to.

You can also move each of the sections around the page, according to how you want it to appear. Grab the header of the page (you will see the cursor change shape) and move it to an empty slot on the homepage. You need to see a grey bar appear before the section will move. Your preferences will be saved until, either you change them, or you clear out your cookies.

I can't add to basket

If you are an AOL User:

Firstly we recommend you use an internet browser other than AOL, as accessing secure sites with AOL's own browser may cause the above problems.

If you are an AOL customer, we recommend getting a full version browser and install it. You can download Mozilla Firefox or Microsoft's Internet Explorer [MSIE] from their website for free. When you're going to use the Internet, minimize (iconize AOL, hit the '-' button in the upper right corner) the AOL browser, open up your full-version browser and browse away. When you're ready to return to within AOL, close your full-version browser, and 'bring up' the AOL browser. This is the ONLY WAY that AOL customers will have trouble-free Internet browsing.

Please go online and click on the 'Keyword' icon on the AOL toolbar.

In here type Securefix and click on 'Go'.

You will now be prompted to restart the AOL Software. Click 'OK' and exit AOL.

Once you have completed this step you should launch AOL again and see if the problem is solved. If the problem persists, please continue with the next step.

I get warnings when I go to check out or login to my account

You may see a box that says 'Security Information - This page contains both secure and nonsecure items. Do you want to display the nonsecure items?' This is nothing to worry about; it just means that you are going to a secure area of the site. Click 'Yes' and continue to the safe areas of the site. You will see that the web address has changed from http://... to https://... indicating that you are now in a secure area.

Click on 'More Info' on that pop-up box if you require more piece of mind, but rest assured the site is secure.

I can't buy anything

There may be any number of reasons for this, depending on the settings on your PC. Here are some of the more common reasons and how to fix them:

You are not allowing cookies on your PC

To set Internet Explorer to accept cookies:
From the Tools menu, choose 'Internet options'
Select the 'Privacy' tab and click on the 'Advanced' button
Tick the 'Override automatic cookie handling' box
Select either the 'Accept' or 'Prompt' radio button and click 'OK'
Click 'OK'.

To set Firefox to accept cookies:
From the Tools menu, choose 'Options'
Select the 'Privacy' icon, then the 'Cookies' tab
Tick the ‘Allow sites to set cookies’ box
Click 'OK'.

To set Safari to accept cookies:
From the EDIT menu, choose preferences 'Select the Security' tab
Tick the 'Only from sites you navigate to' option
Click the 'X' in the top left corner to close the window.

For AOL users to enable cookies, follow the instructions below for the browser version you are using. Alternatively, for further instructions on how to change your cookies settings, please use your browser's HELP documentation to make the appropriate changes.

AOL 9.0:

From the AOL Toolbar, select 'Settings'
Select Internet [Web] Options
Select Use your Internet Explorer Settings to set advanced browser options
Select the 'Select the Privacy' tab
Select 'Advanced'
Deselect 'Override automatic cookie handling' button
Click 'OK' to exit.

AOL 8.0:

From the AOL Toolbar, select Settings.
Select 'Preferences'
Select 'Internet Properties' (WWW)
Select the 'Privacy' tab
Select 'Advanced'
Deselect 'Override automatic cookie handling' button
Click 'OK' to exit.

AOL 7.0 with IE 6.x:

From the AOL Toolbar, select Settings.
Select 'Preferences'
Select 'Internet Properties' (WWW)
Select the 'Privacy' tab
Select 'Advanced'
Deselect 'Override automatic cookie handling' button
Click 'OK' to exit.

AOL 7.0 with IE 5.5:

From the AOL Toolbar, select 'Settings'
Select 'Preferences'
Select 'Internet Properties' (WWW)
Select the 'Security' tab
Select the 'Custom Level' tab
Under 'Allow Cookies that are stored on your computer' click 'Enable'
Under 'Allow per-session cookies (not stored)' click 'Enable'

The other major reason is that you have declined access to the secure part of the site. You will need to delete your temporary internet files, close your internet browser down and then restart. When you are prompted about the secure area again, please proceed to the secure area.

I don't know what my CV2 number is

A CV2 number is the last three digits of a security code printed on the back of your credit or debit card. It is usually found close to, or on, the signature strip. If you use American Express, it is the four digit number on the front of the card.

I only have a Solo or Electron card

Unfortunately, we don't currently accept those cards.