FAQ's Frequently asked Questions
How do I pay?
Our site is priced in £GBP Sterling. We accept credit cards, UK Debit Cards. We can also take telephone, mail or fax orders and can process most credit and UK debit cards manually. We also accept cheques in UK £ Sterling.
Delta, Mastercard, Solo, Maestro, Electron, Visa & American Express.
What is 3D Secure, Verified by Visa and Mastercard SecureCode?
Verified by Visa and MasterCard SecureCode work in the same way as Chip & Pin, protecting your card with a password against unauthorised use. If your bank or card issuer is already part of the scheme you may have seen the Verified by Visa or MasterCard SecureCode page appear when you last made a purchase with another participating Internet retailer.
From 1st August 2007, we implimented 3D Secure payment verification at the request of our credit card processor. If your bank is participating in this scheme you may be asked to register for either MasterCard SecureCode or Verified by Visa. This is likely to depend on the type of card you are using to make payment.
Simply follow the online instructions to set up your password before completing your booking. This is a one-off registration process and, after you've chosen your password, all future transaction with us and other participating internet retailers will be completed with this added security. If you are unsure if your bank has not yet introduced this security measure, please visit www.mastercard.com or www.visaeurope.com for more information on how the system works and the benefits for your card security when this is introduced. Alternatively for more information please contact your bank directly.
Why I am I asked to register my Credit Card or for password when I Check Out?
Please refer to the 3D Secure answer above.
Is the credit card payment secure?
Yes, Credit cards are transacted on our behalf by SagePay, a payment processor company, part of Lloyds TSB, a National UK bank. All account information is transacted on an industry standard secure (128 bit SSL) web page. The data transmission of your information is in an encrypted format.
How do I know the transaction is secure?
Look at your browser web address, it should start https://. Also look for the lock symbol.
What Currency will my Credit Card be Billed?
If you do not have a £Sterling credit card, then the charge will be converted to your local currency at the current exchange rate by your card provider. We transact in UK pounds sterling only.
Why did I not receive an invoice with my order?
There is the option of a printed invoice along with your order as you proceed through the cart (Menu choice after the address details page), otherwise you receive only the email invoice immediately following your purchase. We implemented this in order to save trees since most of our customers are happy with the emailed invoice/ order acknowledgment which does satisfy the requirements of both the inland revenue and VAT.
What about limited stock items?
Some of our items are unique. These are sold on a strictly first come, first served basis. Once paid for, the site is updated to reflect the current stock. We will refund payments or offer alternatives of any item in the unlikely event that it is already sold.
What if the goods are damaged in transit?
No problem, all shipments are traceable and insured. If they fail to arrive or are damaged in transit then let us know immediately and, subject to the carriers confirmation we will replace as necessary. Note we will require return of any damaged items before replacement.
You should receive an auto-generated e-mail confirmation of your order. If you do not receive this, please let us know so that we can check it out.
How much is postage?
Please refer to the detailed section here for full pricing.
Postage is added at checkout dependent upon your location. For online orders only, we offer free standard postage for UK orders over £40. For UK customers we also offer a priority service which is chargeable for all order values.
How long will delivery take?
We aim to despatch orders same or next day - In addition, please allow for delivery time to your destination. If there are any delays we will let you know. Please note, in the case of all items, we will use the most cost effective postage service - in the case of heavy orders to overseas destinations, this may mean your item is despatched via surface mail which may take 4-6 weeks; if you do not wish us to do this, please let us know via e-mail and airmail postage will be charged at cost.
If you have a query regarding delivery, please e-mail us; the telephone slows us down.
How do I contact you?
We would urge you to contact us via e-mail wherever possible. The telephone slows us down considerably and inevitably delays the despatch of orders. If contacting us on the telephone, please leave a message on the ansaphone, and we will get back to you when we can - an e-mail offers a more prompt service as we check our e-mail more often than the ansaphone!
We do not sell wholesale; we are a retail business. We do offer discounts and free postage on purchases over a certain level (see the front page), and occasionally offer free gifts with your purchases; we aim to keep our prices competitive and offer a high standard of service.
Free Gifts are given when a purchase is made, where applicable and available. These are limited to one per customer, and whilst stocks last. In the event of your returning your order, you are expected to return the free gift in its original condition in order to obtain your refund.
Can you get or Do you have?
We frequently have customers asking if we have certain items in stock that are not on the site. If you do have a special request, we will do our best to help - please use e-mail, as the telephone slows us down.
How Do I Return Items?
We hope that you are delighted with your purchase, but if for any reason you are not happy with an item in your order, we would be pleased to replace or refund that item, provided it is returned in original and unused and complete condition with explanation within 2 weeks of purchase (we do not accept part strands or items that have been unstrung, for instance - the item must be in original and saleable condition).
Please use Special Delivery, Recorded or International Registered Mail and pack securely, as we cannot be held responsible for any lost items, and we can only be responsible for items which are returned on a signed for upon delivery service, once the signature has been obtained from us. Your refund will then be processed, less the postage and packing costs - where free postage has been given, we reserve the right to charge an amount relevant to that delivery where we feel it appropriate; we also reserve the right to charge 15% as a restocking fee where we feel it is appropriate. Please note, under no circumstances do we give refunds on books, magazines, kits, specially ordered items, and items cut or made to customers measurements (ie chain, ribbon & wire or pendants that have had bails fitted to them at the customers request), correctly supplied, as these items are not returnable; tools are a consumable item and are guaranteed for 6 months from date of purchase. .