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BeadMerrily
FAQs
Placing
an Order and Payment.
You can place an order
in two ways:-
1. Place you order via the website and use one of our 2
secure server payment methods; the professional merchant
service Protx, which accepts cards on our behalf via a
secure server, or Paypal which accpets payments via credit/debit
card or from a Paypal account. You can also send us payment
by cheque or place the order and then call us with your
card details and pay over the phone. Details for these
payments can be found on the contact page and also below.Please
note: Protx payments will appear on your bank statement
as "BeadMerrily", payments made over the phone may appear
as "Orton Northgate" which identifies that particular merchant
account by our address. Both merchant accounts are provided
by HSBC.
2. Phone us on 0845 094 3193, the local rate number
for PlayMerrily and BeadMerrily and place your order over
the phone. Your details will be placed in the same secure
database as a website order and payment can be taken over
the telephone using a credit or debit card.
Please note: If you pay over the telephone, please understand
you are giving us your card details. We do not require,
and will never ask for, your PIN number, but we do retain
a merchant slip for our records. We do not record or store
in any way the 3 digit CVV number.
Is BeadMerrily a secure site?
BeadMerrily is secured with an SSL certificate provided
by Thawte which protects out database and the checkout
procedure and keeps your personal details safe. For payment,
you are transferred to the highly regarded Protx system
or Paypal system, both of which provide their own SSL certificates.
BeadMerrily does not see or have access to your credit/debit
card details in any way when these methods are used for
payment.
How do I get in touch with BeadMerrily?
You can call us on 0845 094 3193, contact us by email via
the contact form shown on the bottom left of every page
on the site or write to us at BeadMerrily
23 East of England Way
Orton Northgate
Peterborough
PE2 6HA
Our contact page includes a link to a support ticket system,
which will ensure your issue is dealt with speedily and
that you can keep a track of what is being done to resolve
your difficulties.
How do I return an item?
Please see our shipping
and returns page for full details.
How much is your P&P?
P&P is charged at £3.95 within the UK.
Do you ship outside the UK?
BeadMerrily will ship within the United Kingdom and the
European Union. We do not ship to the rest of the world
except on certain products and by special arrangement.
Orders placed from the rest of the world where only UK
postage is paid will be refunded immediately. You CAN place
an order from outside the European Union if you wish it
to be delivered WITHIN the European Union or UK.
How do I use a discount voucher?
Discount vouchers can be used during checkout in accordance
with the terms of the voucher. The full cost of the voucher
will be redeemed against the value of the order, however
the order must be greater than the cost of the voucher.
The voucher cannot be redeemed against the cost of P&P.
Vouchers may be given as equal in value to P&P at BeadMerrily's
discretion but must be redeemed against a cost of goods
equal to the voucher.
Part of my order is out of stock, what does this
mean?
Some items can be temporarily out of stock; with over 800
lines between our 2 shops, perfect stock levels can be
difficult to achieve. However, we receive regular deliveries
and normally send on an item within a week. We do not believe
a customer should incur any additional cost for a split
delivery and send items on at no extra charge.
How do you package your deliveries?
The vast majority of our deliveries are sent out boxed
and packaged with air pillows. Most boxes will be plain
but we DO REUSE as much of the packaging sent by our suppliers
as we can as we believe this is environmentally responisible.
We NEVER reuse packaging which has previously gone through
the post itself and we work in a pet free, smoke free environment.
As a result of our packaging policy, some items may arrive
in a box which has some printed wording on the outside,
such as a supplier name, or the name of an item such as "Hama".
Please ask us if you need something to come plainly boxed
and we will endeavour to comply!
What delivery company do you use?
Currently we use Royal Mail first class postage via a business
post agreement. For large deliveries we use couriers such
as DHL or Royal Mail Special Delivery.
How quickly is an order delivered?
We aim to despatch an order within 48 hours of receiving
the paid for order, normally much quicker. We post out
daily, via First Class Mail. Please be aware that we may
take slightly longer during busy periods.
Can I have my order shipped to a different address?
Yes, you can alter the shipping address during the checkout
process. For easy use of payment systems, please ensure
your invoice address matches the address that your card
is registered too, or alter it accordingly during the payment
process. An order cannot be split between addresses, so
please place a separate order for each shipping address.
Do you offer a gift wrapping service?
This will come online on the 1st November 2007.
Do you offer expediated delivery?
We offer a Special Delivery or 2 day courier service option
on BeadMerrily at a cost of £7.95. Please note, as
heavier orders need to be sent by courier service on this
option, the order should be placed as early as possible
as we cannot order a same day collection after 10.45am.
How do I return an item?
Please see our shipping
and returns policy page.
Cancellation Policy.
If you change your mind after placing your order
and wish to cancel, you may do so. You must email or call
as soon as possible to do this as a cancellation cannot
be accepted after despatch. Please bear in mind that most
parcels are despatched within 24 hours and if an order
is placed just before 12pm, it may be sent out within minutes
to catch that days postal collection; we also make second
postings at around 6.30pm on some days, particularly at
seasonally busy times. A cancellation received after despatch
will count as a return and £3.95 for postage will
be deducted and the items must be return as new and at
the customers expense. Cancellations received before despatch
will incur no fee or handling charge.
Please note, cancellations received after despatch will
be handled as per our returns policy WITHOUT EXCEPTION.
What happens if my item goes missing in the post?
We aim to offer a friendly, efficient, reasonable and no-quibble
policy in this regard. We do ask for time to make enquiries,
we also ask that you contact your local sorting office
as most parcels are found by this method and you are likely
to know your area better than we can and so are more likely
to know the right office to try. We will refund or replace
a missing item, but reserve the right to wait the statutory
15 days demanded by Royal Mail before a claim for lost
mail is made, which may affect how quickly you receive
your refund or replacement.
Are you VAT registered?
Yes, BeadMerrily is registered with the VAT number: GB
897 4640 66 . We are more than happy to deal with hospitals,
groups, charities, childminders and schools and can offer
VAT compliant receipts if required.
Do you do discounts for groups or professional
toy and craft material users?
If you plan to place a large or regular order for a group
or as a professional user of toys and craft materials,
please email us. Discount codes will be given at our discretion.
Please bear in mind we are a small business and cannot
give away products for free :-)
Specifications, Colours, Weights and
Sizes
We reserve the right to alter specifications without prior
notice. All sizes and weights are given as a guide only
and are approximate. Representations of colour are approximate
due to the limitations of photographic images and calibrations
of different output devices. A name given to a product
is not necessarily representative of the colour - for example
a "blue block could have red writing on it. Accessories
supplied to co-ordinate with the main product may differ
in shade; this is normally caused by the manufacturing
process and is not a fault. Wood is a natural product and
the grain or shade will vary from piece to piece, manufacturers
normally use different grades of wood for items. The majority
of our wooden items are hand made individually and therefore
each item will be unique.
Substitutions.
In the event of an item being out of stock, a similar product
may, on occasion, be substituted. For example, one brand
of wooden blocks could be replaced with another of similar
or greater value. This is a rare occurence and only likely
to be used if an item is unexpectedly discontinued.
You can see my ebay and Amazon record by viewing my Customer
Satisfaction page.
CONTACT
You can contact me using the "Contact us" button
on each page.
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