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| Payment, Shipping & Returns |
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Ordering
We endeavour to dispatch all orders as soon as humanly possible! We charge a flat rate for delivery within the United Kingdom of £3.95, which is in most cases less than the Post Office charges us! For smaller, lighter orders, we will, where possible (and at our discretion) reduce the postage charge when we process the transaction. (This will not be shown on your invoice, but we will enclose an explanatory note.) We use the Royal Mail for deliveries, either Parcelforce Standard, or in the case of smaller orders, First Class post. If you have any particular delivery instructions (to leave with a particular neighbour, in the porch etc) please let us know.
Should you require an order in a hurry, please let us know before you place the order, and we can give you a quote for next day delivery. Please also enquire before ordering for details of delivery charges for addresses outside the UK.
Payments
We accept most Credit cards and some debit cards. If paying by debit card, please include the valid from date, or the issue number in the comments section of the checkout. We regret we are currently unable to process Maestro, but hope to in the near future. In the meantime, if you would like to pay using Switch or a card that isn't included, please use the NOCHEX payment option. They are a UK based payment gateway, a bit like PayPal, that will handle the transaction securely, and it won't cost you a penny extra, just an extra stage at the checkout. You don't even need to register for an account with them, although it is worth considering, as they are a useful secure way to transfer money worldwide. Alternatively you could call your order through to us on 01326 315173.
Confirmation of your order
As well as an e-mail (which is sent automatically by our system to confirm that we have received your order) shortly after you place your order we will telephone you to confirm your order. If you order during the day we will call you as soon as possible, if you order at night we will call you at the first opportunity the next day. For this reason we do ask that you keep your contact number up to date - if you would prefer us to contact you at a specific time (anytime from 9am till midnight is possible) or on a different number, a mobile, or at work for example, please let us know in the comments section of your order, at the checkout stage.
After we have confirmed your order, and advised you of any items that are unavailable, and offered possible alternatives where possible (if you have any doubts about sizing or colour, this is a good time to ask) we will need to ask you for the security code of the card that you have used. This is a short numerical code, usually the last three digits of the longer number on the signature strip (although on American Express cards it is a four digit number on the face of the card above the longer number.)
We are sorry to introduce this extra stage of the order process, but assure you that it is to ensure the security of your card details, and to prevent fraudulent use of your card. Without this confirmation we cannot carry out the card transaction, and will not be able to proceed with your order.
If you would prefer us not to call you, (we quite understand, if it's a gift for a close relative it can be awkward!) please either place your order using the NOCHEX option at the checkout stage (they are a far larger financial institution than we are, and have their own automated system in place to collect the extra detail) or give us a call (during business hours, 9.30-5.30 Monday- Saturday) on 01326 315173.
Billing Address
The billing address refers to the address that you have the statement sent of the card you are using to pay. If requesting delivery to an address other than the card's billing address, (if its a gift, or you'd like it delivered to work rather than home, for example,) we may need to contact you, either by email or phone to confirm this, and may require additional security details. (Sorry but this is for your protection!)
Availability
The website does not reflect current stock levels, so on occaision we may not have one or more items for an order. In which case we will contact you to let you know of any alternatives that are available in the relevent sizes and products, as soon as we possibly can.
While we endeavour to keep all items available, in all sizes and colours, this is an impossible dream!
Returns
We realise that it is impossible to tell from a website's picture how a garment is going to look until you receive it. You may have the wrong size, or you may simply not like something. You don't need to give any reason (although we do appreciate all feedback), all we ask is that you return the goods to us in saleable condition (ie unwashed and unworn, with the relevant tags and packaging) in a reasonable time (16 days, from receipt, usually) for a full refund of the cost of the goods. We regret we cannot refund the cost of postage, as this is a service that has been carried out by the Royal Mail on your behalf.
Should you need a different size in any item, please contact us as soon as possible, and we will do our best.
When returning goods it is very important to ask for a proof of posting from your post office. It is rare that a parcel gets lost in transit, but we cannot give a refund for returned goods that do not arrive back to us without a proof of posting!
In the rare event that you receive the wrong, or a faulty item, please contact us as soon as possible so that we can remedy matters! |
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