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Customer Service
PRICES & VAT
We are registered for VAT in the UK (VAT registration number GB103311287) and the current rate of VAT of 20% is applied to all items, a breakdown of this cost will be provided on the purchase reciept given by Paypal or WorldPay. For telephone orders a VAT reciept may be requested within 14 days of your purchase.
STOCK AVAILABILITY
We try to have the stock available at all times but this is not always possible. Should there be a delay with your order we shall telephone or e-mail giving you an estimated delivery date. Should you not accept the delivery date you will receive a refund of your payment.
We try to get the goods delivered within 3 working days. This is the time before we will place the goods on one of the carriers. However we are closed during public holidays and weekends and normally between Christmas and New Year.
Apart from APO/BFPO addresses we do not accept PO BOX numbers as addresses.
COMPLAINTS & RETURNS
We hope that you will be pleased with our products. Should you have a complaint please feel free to e-mail or call us. We will acknowledge your complaint within 7 days and do our best to resolve the problem.
Standard Items: Should your order be unsuitable in any way simply return the goods within 14 days of receipt for a refund. (We can not arrange collection nor pay the post or carriage for returns). Goods must be in a perfect unused condition with their original packaging. Your payment will be refunded as soon as we receive the items back. Please return the goods with the dispatch note that was sent with the goods.
Bespoke Items: We can not accept returns of bespoke items unless they are defective in some way beyond our normal working tolerances. A colour difference is not a defect. We strongly suggest that you request a sample piece before ordering a design.
If an item is damaged in transit please reject the delivery and inform us within 7 days.
Shortages must be reported immediately. If not reported within 7 days from delivery we can not send replacements.
None of the above affects your statutory rights.
SAMPLES
We will, at our discretion, provide a small sample piece of our products for genuine requests. We reserve the right not to send out sample pieces.
SECURITY
All credit card numbers are processed securely using WorldPay or Paypal for more information please either www.worldpay.com or from www.paypal.co.uk
DELIVERY CHARGES
| DESTINATION | ORDER WEIGHT OR VALUE | COST |
|---|---|---|
| Standard UK mainland 2-5 day delivery | All orders | £FREE |
| Next Business Day | All orders | £6.00 |
| Ireland | All orders | £20.40 |
| Scottish Highlands & Islands | All orders | £20.40 |
| Outside of UK Mainland | All orders | Ask for details |
**Please note that despatch is guaranteed, not delivery, as this is down to our couriers, but we will despatch on a next day service with our chosen carrier.
Our carriage service is classed as a next working day service, but please allow 48 hours for us to make and dispatch goods as most of our items are of a bespoke nature.
Goods will need to be signed for upon delivery, so if a work address is more suited please inform us, as re-delivery charges may apply.
Orders requiring next day delivery must be received by 2pm - please note we are unable to provide next day delivery on any order containing edge binding. We cannot be held responsible for any delays in carriage times. Any next day orders placed after 2pm on a Friday will be dispatched on the next working day for delivery the following day (normally dispatched Monday for delivery Tuesday, unless it is a national holiday).
Delivery times are under normal working conditions and may take slightly longer during busier periods. We will endeavour to meet your delivery requirements as best we can. Should you have any questions please do not hesitate to contact us directly. We are able to deliver outside the U.K. but prices vary depending upon order size and delivery location - please contact Grimeford Mill for more details.
Mainland UK deliveries are made by couriers, who require a signature upon delivery or instructions of where to leave a parcel. Should there not be anybody available to sign for the parcel, a card will be posted with contact details of how to re-arrange a delivery. The goods will be attempted to be delivered twice before being returned to us. Should goods be returned to us, you could be liable to pay a re-delivery charge for goods. There is no extra charge for arranging delivery to a work address if this is more convenient, but please ensure that you inform us of this at the time of placing your order. Once goods have been dispatched we are unable to re-route the delivery to an alternative address.