Questions? Start here.
A useful FAQ page answers the questions customers regularly ask before they need to contact you.
The examples below show the kinds of information you might include. Replace them with questions that are genuinely relevant to your own customers.
Writing prompt: Think about your last ten customer conversations. Which questions did you answer more than once? Those are excellent candidates for this page.Before someone buys or gets in touch
How do I know which option is right for me?
Explain the main differences between your services, products or options and give visitors enough information to decide where to start.
If choosing genuinely requires some advice, say so and give them an easy way to contact you.
How much does it cost?
Explain how your pricing works.
You might publish exact prices, starting prices, typical ranges or explain why you need some information before providing a quote.
Being clear about the process is more useful than simply writing “contact us for prices”.
What information do you need from me?
Tell customers what they should have ready before ordering, booking or making an enquiry.
The easier you make the first step, the more likely people are to take it.
Ordering and booking
Do I need to book in advance?
Explain whether customers need an appointment or reservation, how far ahead you recommend booking and whether last-minute availability is sometimes possible.
Can I change or cancel my booking?
Explain your cancellation or amendment policy clearly, including any notice periods customers need to know about.
If you have more detailed terms elsewhere, provide a link rather than reproducing everything here.
When will my order be ready?
If you sell products or produce something to order, explain typical processing, collection or delivery times.
Remember to update this answer if your timescales change seasonally.
Practical information
Where are you based?
Tell visitors where you're located and, if relevant, the areas you cover.
You could also mention parking, public transport, accessibility, collection arrangements or whether customers need an appointment before visiting.
What are your opening hours?
If you have regular opening or contact hours, keep them somewhere that can be easily maintained.
| Monday | 09:00–17:00 |
|---|---|
| Tuesday | 09:00–17:00 |
| Wednesday | 09:00–17:00 |
| Thursday | 09:00–17:00 |
| Friday | 09:00–17:00 |
| Saturday | 10:00–14:00 |
| Sunday | Closed |
Use this space for a helpful note, such as directions, accessibility information, appointment requirements or the best time to get in touch.
Do you offer delivery or collection?
If applicable, explain where you deliver, any charges or minimum orders, and whether customers can collect directly from you.
For a service business, this question could instead explain the geographical area you cover.
Questions about your particular business
The most valuable FAQs are usually the ones that only your business can answer.
Think about questions concerning:
Your service
What do customers misunderstand or need explained before choosing what you offer?
Your process
What happens after somebody orders, books or gets in touch?
Your policies
What should customers know about payments, cancellations, returns, delivery or other important conditions?
Keep your FAQs useful
Your FAQ page should change as your business does.
When a customer asks a good question, consider whether the answer belongs here too. Over time, the page can become one of the most useful resources on your website.
Before publishing, check that your answers are:
Clear and easy to understand
Current and accurate
Specific to your business
Helpful rather than promotional
Consistent with your prices, policies and other pages
Still have a question?
You won't be able to anticipate everything.
Make it easy for visitors to contact you when they can't find the answer they need.
