Customer Service- Privacy & Security
- Data Protection: We do not sell to anyone our database of customers and information contained on customers remains confidential to the company. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. Should you wish to contact us regarding our Privacy Policy please do so.
- Shipping & Delivery
- 1) Standard Shipping: On this website, Shipping is FREE to mainland UK on all orders over £40.
2)When all delivery attempts by our courier company fail due to the "Incorrect address" or "Person not found" reasons, goods are returned to us. Customer has to pay delivery charges if he/she is willing to have it redelivered. - Returns & Replacements
- 1) Returns Procedure: We will make every effort to ensure products arrive in perfect condition. However, in the unlikely event of a product not being delivered within 15 working days from the despatch date (Saturdays and Sundays not included) customers should advise us. We will make every effort to locate the product, and if necessary, send a replacement at our expense or provide a full refund. If a product arrives damaged in any way, customers should contact us within 3 days of receipt and return the package within 7 days. We will either send a replacement product or replacement items, upon confirmation that the damaged items have been returned.
2) If you change your mind: If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you have informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received, we will issue a full refund for the product to your original payment method. Delivery charges will be always deducted from the refund. Please note this policy has some limitations and does not apply to business customers.
3) We may charge up to 30% of the goods value if we found it is used or damaged as we can not resell such goods as new.
4) Refunds: Refunds for valid claims will be made via the same method of payment as used to place order. You will receive a refund for the price of the item(s) along with shipping and handling costs for mis-shipped items. For all other items, shipping and handling costs will not be refunded. Note: Refunds for the cost of shipping a returned item back to us are calculated using the lowest cost shipping method.
5) Retention of Title: This remains with us until the goods are paid for in full. - Conditions of Use
- 1) Guarantee of Quality: We guarantee that all products featured on our web site are of the highest quality. Occasionally certain items may be unavailable at the last minute in which case we will provide a substitute. Whilst we try to avoid this happening, we guarantee that the item provided will be of at least equal quality and value, and will be as close to the original item as possible.
2) Payment Options: We accept all major credit and debit cards (no minimum) and use a secure payment system, WorldPay, which has been developed in association with the Royal Bank of Scotland. wp - Jose Saavedra, along with the ammount spent at our store will be displayed on your bank /credit card statement.
3) Credit Card Security: We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using 2048 bit encryption systems. They are not held in clear text on any web site.
4) Delivery Methods & Times: We only despatch our products by TNT, Parcelforce or our Company's Van, to ensure that items are handled carefully! With the exception of weekends, Christmas period and Bank Holidays, we aim to process your order as swiftly and efficiently as possible. Normally orders are despatched within 5-7 working days after your order is received, with delivery 24-48 hours for UK orders. Orders to other countries may take longer.
5) Delivery Charges: These are given as part of the checkout process.
6) Returns Procedure: We will make every effort to ensure products arrive in perfect condition. However, in the unlikely event of a product not being delivered within 15 working days from the despatch date (Saturdays and Sundays not included) customers should advise us. We will make every effort to locate the product, and if necessary, send a replacement at our expense or provide a full refund. If a product arrives damaged in any way, customers should contact us within 3 days of receipt and return the package within 7 days. We will either send a replacement product or replacement items, upon confirmation that the damaged items have been returned.
7) Refunds: Refunds for valid claims will be made via the same method of payment as used to place order.
8) Retention of Title: This remains with us until the goods are paid for in full.
9) Responsibility for Local Taxes & Duties: These are the responsibility of the shopper or recipient in the country of destination.
10) Application of Value Added Tax (VAT): VAT is shown separately from the cost of each product package, where applicable.
11) Order Confirmations: Upon submitting an order using our automated shopping basket system, with payment made through the secure payment gateway servers, you will receive two e-mails. An 'Order Confirmation' from us and a 'Transaction Authorised' receipt from the payment gateway.
12) Stock Levels: As far as is reasonably possible, all products featured on the web site are in stock and available at the time of ordering.
13) Confirmation of Despatch: Confirmation of despatch of orders will be sent by e-mail on despatch or shipment of all orders.
14) Invoices: Will be sent when goods are paid for in full. 16) Order Enquiries: To follow up on the delivery of a product or for any enquiries please contact us.
16) Data Protection: We do not sell to anyone our database of customers and information contained on customers remains confidential to the company. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service. We will not e-mail you in the future unless you have given us your consent. Should you wish to contact us regarding our Privacy Policy please do so.
17) Substitutions: Whilst every effort will be made to supply the items as specified, the contents of our product packages are subject to availability. We reserve the right to substitute items of similar or higher value, where appropriate, should the need arise. Where there are prohibitions on any items to certain countries, those items will be substituted with alternative items of a similar value.
18) Multiple orders: For multiple orders please contact us separately.
19) Unforeseen Circumstances: While every effort will be made to meet shoppers demands, cancellations or variations may be necessary as a result of Act of God, War, Strike, Lockout, Labour Dispute, Fire, Flood, Drought or other causes beyond our control.
20) If you have a complaint, please contact us immediately. All complaints will be acknowledged within one working day. Any complaint will be dealt with fairly, effectively and confidentially. These complaints will be dealt within seven working days. These terms and conditions do not affect your consumer's statutory rights.
22) Law: These terms and conditions shall be governed by and construed in accordance with English Law and you hereby agree to be subject to the jurisdiction of the Courts of England. E. & O.E.
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