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Online Ordering FAQ (Frequently Asked Questions)

1) Do you send orders to any Country?
Answer: Yes we ship worldwide although there might be restrictions to some countries on large packages.  In such cases your order would be sent in more than one, smaller packages. There are currently controls on items to Russia with many couriers not currently shipping to that country.

2) Do you accept bank transfers, PayPal, cash or International Money Orders?
Answer: Bank transfers can be accepted but they will more than likely cost you more as we have to be ensured we receive the full amount in Sterling.  If you would like to pay by bank transfer please email your request and we will send a copy of the payment terms. 
We now accept PayPal. 
Cash should be a last resort and if you do send cash we strongly advise it is sent by registered post. Please contact us first before sending cash.  If you don’t have a credit or debit card we strongly advise you arrange for a friend or family member to order on your behalf with their card, as this is the most secure option, and remember you have automatic insurance protection when using a credit card.

3) I am trying to order but I am being prompted for 3D-Authentication.  What does this mean? 

Three Domain (3D) Secure stands for 3 Domain Secure. There are 3 parties involved in the 3D Secure process which are:

• The Vendor
• The Acquiring Bank
• Visa and MasterCard

3D Secure is a culmination of Verified by Visa (VbV) and MasterCard Secure Code (MSC) and is the latest fraud prevention initiative launched by card schemes as a more secure method for authenticating the shopper at the time of the transaction.

4) Can you mark my parcel as a gift so I don't get taxed? 
Answer: All parcels to overseas destinations outside the European Union, are sent with a copy of the invoice listing the contents and the sales value. All customs paperwork is completed in accordance with UK regulations.  To declare it falsely would be fraud.  However in general, small packages often avoid import duties, but this is by no means guaranteed and any charges you incur are as a direct result of your own country’s customs operators.  Books and magazines are shipped separately to CDs etc and declared as printed matter as these are not subject to import duties in most territories. 
* VAT is charged on all orders within the European Union on shipping and all products that are VAT rated. If you are ordering from a European Union country and you are ordering as a business and have a company VAT number please contact us before making your order. 

5) I didn't get a confirmation email for my order, did it go through? 
Answer: An automated confirmation is sent on the successful completion of each order.  You may have inadvertently mistyped your email address or have your inbox set to place unrecognised emails into your junk mail folder.

6) I've waited 3 days for my order, what is going on?
Answer: Most orders are dispatched within 5 working days.  If an item on your order is out of stock we hold the whole order for 28 days to allow more stock to come in. If the item is still out of stock after 28 days we will advise accordingly.

7) Can you send my order to a different delivery address?
Answer: Yes but you need to ensure you provide the separate delivery address when you place your order.

8) You told me my parcel left a week ago, it's still not here?
Answer: Have you checked your local post office, received a card from the mail company?  Unless a signed for service is paid for we are unable to track parcels once they have left our warehouse.  However we are able to claim for lost post but the item is not classified as ‘lost’ until it has been missing for 15 working days or 30 days for an international item  After these periods you can submit a claim.

9) What information do you need to trace my order?
Answer: We need your order number or your full name and invoicing address as quoted on your order.

10) Why do you need my phone number?
Answer: We only need it if there is a problem with your delivery. We will not use your number otherwise and we do not pass your information to any other individuals or companies. 

11) Can I request you leave the parcel with a neighbour or in an outbuilding?
Answer: Please do not make any such requests when placing your order. We cannot include special requests such as "leave in the porch" etc. Once the items have left our premises they are in the hands of the shipper. Most of our orders are dispatched using Royal Mail which is duty bound by law to deliver to the recipient's address anyway. It makes far more sense if you are not at home most of the day to request delivery to an address where you know someone will be there to receive it, such as a place of work or a family member's home.  

12) Can you tell me how much the shipping will cost for my order?
Answer: Shipping is calculated as you place your order and will be clearly stated before you complete the transaction.    

13) Can you tell me how much my order will be in my own currency?
Answer: No we cannot as currency rates fluctuate continuously. We suggest you use an online currency calculator to give you an approximate rate but please note the rate at which you pay will depend on that set by your bank or credit card company at the point in time they make the conversion.  

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