CUSTOMER SERVICE |
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Our objective is to help you get the right product at a great price, swiftly and safely delivered.
To this effect we aim to help you by:
- Listing and describing items in full, frankly and fairly
- Responding appropriately to your questions and communications pre-sales, during the transaction and post-sales and delivery
- Help to Protect your Online Identity and Security
- Help you to resolve Payment Issues
- Ship your Products Quickly
- Help you to track and trace delivery status of your items
- Fix Problems Quickly in accordance with our published standards
- Replace or Exchange products where a Return is Required:
- Under our own Warranty,
- or when you may have Purchased an item in Error
- when we have made an error in listing or delivery and the item is materially Not As Described
- Process any due refunds efficiently and promptly.
Please feel free to email us or use our online enquiry forms. Where possible we will respond same-day, and always aim to respond within 2 working days, which excludes weekends and public holidays in the UK.
Alternatively you can call us by phone or Skype.
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We try to be flexible but we endorse PAYPAL as the preferred payment method for speed and ease of processing your purchases.
Our aim with payments is to make sure you can pay reasonably securely choosing a method of funding to suit your needs, with a reasonable degree of surety.
The Methods of Payment supported currently via PAYPAL include your Debit/Credit Card and Bank Accounts. All of these can be used as sources of funding on your Paypal Account.
This means:
- You do not disclose any details of your bank account or
cards to us
- You have the protection of the Paypal Buyer Protection Scheme
- You can be assured that payments and refunds can only go to authorised parties (unless your login and password security has been compromised).
- In our view this is better than normal credit card disclosures online and better than publishing Bank Account details
- Paypal Dispute Resolution is also powerful and helpful to both parties another reason we recommend purchasing this way.
- We pay the Paypal fees you don’t!
- Automatic matching of your Paypal Payment to eBay items in 99% of transactions
- Speedier payment means faster delivery as payments MUST BE MADE IN C LEARED FUNDS IN ORDER TO SHIP YOUR PRODUCTS, it is easier and faster with PAYPAL to verify clearance of payment.
- Subject to status we will consider alternative means of payment BUT for the reasons stated we prefer to be certain that you are best protected.
We aim to ship within 2 working days (Monday – Friday, 9:00am to 5:30pm) from Date of Cleared Payment, when paid outside office hours, time to Ship starts from next working day. International Shipping and Special Delivery.
We want to get your product to you as quickly as possible, at as reasonable a price as possible, safely and in the condition that it left us (securely packaged).
NB: Customer collections are strictly by prior arrangement please see note below.
- We aim to ship within 2 working days (Monday – Friday, 9:00am to 5:30pm) from Date of Cleared Payment when payment is made on a working day
- When paid outside office hours, time to Ship starts from next working day
- Two working days to delivery will still apply
- Special Delivery is Next Day by 1PM to UK if ordered and notified prior to NOON on the day of purchase.
- Other couriers and delivery services are subject to their services and shipped within 2 working days expressly otherwise stated.
- International delivery subject to services selected and specified by buyer .
- We offer traceable services and advise customers that it pays to use these wherever you can we do provide lower cost alternatives, such as Royal Mail Standard Parcels but there is NO TRACKING and a delay of between 3-5 days after shipping to receive the item.
- We use ROYAL MAIL because it provides highly competitive rates for small items.
- We will use your own account for delivery to other couriers if you prefer and advise in advance and provide all necessary documentation.
If you do need to return a product we endeavour to make this as clear and simple a process as possible.
If the product fails, subject to reasonable use, has a stated warranty and the return is within the warranty period, then we will replace the product. We will pay for the re-shipment; the Buyer pays Return Postage back to base. If we can’t replace we refund in full, excluding postage.
If the Buyer has mistakenly purchased an item and wishes to return in good working order etc, then we will refund less re-stocking fees of a flat rate of 15% of the product price. The fee is to cover our costs only, not profit.
If for any reason your product arrives and is significantly NOT AS DESCRIBED (please notify us immediately) we will not only replace, reship or refund but also reimburse your return postage cost.
If for any reason a product is not available for shipment within 2 working days from receipt of cleared funds we will notify you and offer you the option to wait and replace within 5 working days or alternatively cancel the order and refund in full.
Our aim is to Help Protect Your Online Identity. To do this we sometimes have to ask additional questions, verify the identity of the Paypal Account and eBay Account Holder on the understanding that:
- You will not intentionallyshare your Login and password for eBay with anyone else
- Your Name and Address on Both Accounts eBay and Paypal should be consistent
- Change of delivery address is subject to verification of the address across both accounts if reasonably required.
- You will report any breach or compromise of your Login and Passwords on eBay or Paypal immediately should you suspect a security breach has taken place
- You will reasonably co-operate if we seek further verification of your identity and we reserve the right to report to, and consult with eBay and Paypal regarding any suspicious user activity, emails or unverifiable identity related issues as may reasonably be required.
- Please note it is a good idea to have separate passwords for eBay and paypal.
Our Listings aim to be FULL, COMPLETE, OPEN, FRANK AND FAIR in the description of the items and products that we are selling.
- If for any reason there is a material omission or incorrect description of the product then we will accept RETURNS of that item purchased under that specific Listing as 'NOT AS DESCRIBED' RETURNS.
- This means if we get it wrong it costs us MONEY TIME & EFFORT!
- It is therefore not at all in our interest to incorrectly describe items unless they are genuine errors!
We want your Product to arrive in the condition it was described in, that means it has to be well-packaged and reasonably protected. We aim to package your items so that:
- They arrive in the condition described and as we packed them, subject to accidental damage incurred outside of our control
- They arrive at your selected address clearly and well labelled
- They have a return address so that if the item is mis-laid or mis-delivered by the delivery service selected it can be returned to sender Good Packaging costs not only in the Postal Service it is delivered by but in time and materials required to maintain a high standard. Please be aware of this when considering Packaging & Postal Costs.
WE PACKAGE OUR ITEMS CAREFULLY
Customer Collections cost us time and effort and re we receive no payment for that time, hence we will by pre-arranged appointment arrange customer collections now only for purchases of £100 or more.
Please email prior to making purchases so that we can confirm the acceptance of the arrangements before the purchase(s) have been made.
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