What are your terms and conditions of
sale?
We are not happy until you are. Click
to read the small print. Top
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. Top
How Do I Convert from my own Currency to
British Pounds Sterling?
As a guide and courtesy, we have a currency converter on the site..
What Credit and Debit Cards do you accept?
Delta, Mastercard, Solo, Maestro, Electron & Visa.
Sorry we are unable to accept American Express or Discover. Top
What is 3D Secure, Verified by Visa and
Mastercard SecureCode? Verified by Visaand
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. Top
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. Top
Is the credit card
payment secure?
Yes, Credit cards are transacted on our behalf by PROTX, 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. Top
How do I know the transaction
is secure?
Look at your browser web address, it should start https://. Also look for
the symbol at the foot
of your browser screen. Note this only applies at the point of the credit
card data transaction. Top
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. Top
Who are PROTX?
PROTX are owned by Lloyds/TSB, one of the largest British banks. They conduct
our online credit and debit card payments on their secure server. Top
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. Top
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. Top
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 me know immediately and, subject to the
carriers confirmation I will replace as necessary. Note we will require
return of any damaged items before replacement. Top
How do I order online?
Select the product page, any option and the quantity then just click onto
the
button at the bottom of the page. The item will then be added to your cart.
You will then be able to change the quantity or delete the item and continue
shopping. You can view the cart at any time from the navigation bar. When
you come to check out select the appropriate 'Continue' button next to 'Credit
Card' or 'Cheque'. You will then be transferred to the secure system for
the credit card transaction. Top
What happens after I have ordered?
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. Top
How much is postage?
Postage is added at checkout dependent upon your location. For online orders
only, we offer free standard postage for UK orders over £40. Items
in the UK will be despatched either via first class recorded delivery or
special delivery, dependent on the value of your order, and airmail or/and
surface delivery may be used for overseas deliveries, dependant on the weight
of the parcel; parcels may be split in the case of heavy orders. 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. Top
What about customs charges?
You are responsible for payment of any customs charges incurred in your
own country. Top
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! Top
Wholesale Quantities
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. Top
Free Gifts
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. Top
Do you have a paper based catalogue?
We do not publish a paper-based catalogue, as our site is under constant
revision and improvement, so any catalogue would be out of date before
you received it. Top
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.
Top
Do you have a newsletter?
We occasionally send a newsletter giving details of new stock, special
offers and free gifts. If you would like to be added to our mailing list,
please let us know. Top
Are you registered for VAT?
We registered for VAT from 1st October 2003. VAT is included in all our
prices.
Our registration Number is GB 819 3373 15.
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. .
Top
Basket & 
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.
symbol at the foot
of your browser screen. Note this only applies at the point of the credit
card data transaction. 
button at the bottom of the page. The item will then be added to your cart.
You will then be able to change the quantity or delete the item and continue
shopping. You can view the cart at any time from the navigation bar. When
you come to check out select the appropriate 'Continue' button next to 'Credit
Card' or 'Cheque'. You will then be transferred to the secure system for
the credit card transaction.