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On this page we have attempted to answer any questions that might arise during the buying process. If you have a question that is not answered below, please feel free to email us and we will respond as quickly as we can.
HOW DO I PAY FOR MY PURCHASE?
You will receive an automatic “You bought this item on eBay" email from eBay soon after purchasing your item. You can checkout from this email by clicking the “Pay Now” button at the top right of the email. If this email has not arrived within 12 hours of purchasing your item please email us and we will produce a manual invoice for you.
- We accept the following forms of payment:
- If you are paying by cheque or postal order, please include the invoice or item number with your payment so we can match it to your purchase.
- Please do not send cash in the post. The Royal Mail is good, but not perfect, and we cannot be held responsible for cash or uncrossed Postal Orders lost in the post.
- Shipping discounts may be available for multiple items purchased within 5 days of each other. If you are buying more than one item, please email us before paying and request a combined invoice. We will reply with a single invoice for all your purchases, which will hopefully show a slight reduction to account for our lower P&P. Please note that is is not always possible to reduce the charge for posting more than one item together - especially when free P&P has been offered. If you would like to know the total cost before making your purchase then please email us.
- Unfortunately the eBay system is unable to accurately calculate the correct shipping discount for our non-UK customers. If you have purchased more than one item please contact us before you checkout with the item numbers you wish to combine, and we will work out the reduced shipping charge and send you one invoice covering all items.
- Customers outside the UK should be aware that all items will need to clear customs when entering your country. We will ensure that your purchase is packaged correctly to clear customs. Whilst it is unusual for the items sold by Etiko Fair Trade to encounter charges, regulations are different in every country and therefore we cannot be responsible for any customs charges or import duties that might be levied.
- Please pay as quickly as you can. If you are having problems arranging payment, or even if you are just away on holiday, then please contact us and let us know what is happening (we are not ogres – honestly!)
- If we have not heard from you within 14 days of your purchase we reserve the right to cancel your purchase and relist the item. We will, of course, send you an email beforehand to tell you what we are doing, but we would prefer not to reach this stage.
WHEN WILL MY PURCHASE BE SENT?
As part of our commitment to excellent customer service we aim to get your purchase to you as quickly as possible and in perfect condition.
- We guarantee that your purchase will be shipped within 2 working days of payment and delivery address being confirmed. In the vast majority of cases we will ship within 24 hours, and in many cases on the same day.
- Please note that we work regular office hours, Monday to Friday, therefore any orders received on Friday afternoon or over the weekend will be processed the following Monday.
- We only sell what we have in stock, and therefore you can be assured that your purchase will be shipped as soon as payment is received.
- Within the UK all Etiko goods are sent by Royal Mail 1st class delivery. Contrary to popular belief this is a very reliable service, with over 99.6% of letters and parcels being delivered successfully.
- We also offer our UK customers the option to upgrade their delivery service to Royal Mail Special Delivery - which guarantees next day delivery. Charges for this service vary, and are indicated on seach individual listing.
- Purchases outside the UK are sent by Royal Mail Airmail, which targets delivery within 3-5 working days. Please note that the time for delivery depends on many factors, including where you are in the world, the local delivery service, and occasional delays in clearing customs. We would, therefore, ask you to be patient if your purchase takes longer than this to arrive.
- Please note that Etiko Fair Trade does not profit from shipping charges. The amount we charge is carefully calculated to be as low as possible whilst covering the cost of postage and postal supplies. Unfortunately, we are not currently able to offer a collection service.
- When checking out please ensure your delivery address is correct, as we cannot be held responsible for goods you don’t receive because they have been delivered to the wrong address.
- All purchases are packaged to arrive safely, either in strong, environmentally friendly, waterproof mail sacks or bubble-lined envelopes.
- Once we have posted your order you will receive an email confirming that it has been despatched, and your purchase should arrive the next delivery day (3-5 days outside the UK).
- If you think your purchase has been lost in the post, please let us know and we will set the wheels in motion to pursue a claim against Royal Mail. Please be aware, however, that Royal Mail do not class an item as lost until 15 days after it was due to arrive.
WHAT DO I DO IF I NEED TO RETURN MY PURCHASE?
We are confident that you will be entirely satisfied with your purchase, however to ensure that you are completely happy Etiko Fair Trade provides a no quibbles returns policy. If you are unsatisfied with your purchase for any reason then you can return it to us for a refund or replacement.
- Please arrange for your purchase to be returned to us within 14 days of receipt. When returning your purchase please ensure that it is:
- Unused and in the same condition as it was despatched.
- In a resaleable condition, preferably with tags still attached.
- Well packaged, so that it arrives back with us in the same condition it left you.
- Before returning your purchase please email us to let us know that you are sending it back to us – we would also be grateful if you could tell us why it is being returned.
- When mailing the item to us please include a note of the eBay item number so we can match it to your original purchase.
- Unless you request otherwise Etiko will refund any monies due to you in the same way you paid for your purchase. This will be processed within 2 working days of your purchase arriving back with us. Please note that we cannot refund monies to anyone other than the person who bought the goods.
- For non-UK customers, please be aware that the amount we will refund to you will be the purchase price of your goods less the shipping charge. For the avoidance of doubt, we will not refund the cost of you shipping your purchase back to us.
- If you return your purchase to us because it is damaged we will arrange for a replacement to be sent to you at our cost. In this circumstance we will cover the cost of shipping.
- If you return your purchase to us because it is not as we described it on eBay we will provide you with a full refund of all monies paid, including shipping costs.
- We would ask you to be aware that there may appear to be slight colour mismatches on some of our products. All of the photos we use on our eBay pages are photos of the actual items we are selling. The colour you see on your computer screen may, however, be slightly different to the actual colour of the product because different computers, monitors and software interpret colour in slightly different ways. Furthermore the colour you see will be affected by the lighting conditions in force at your time of viewing.
- Please note that the majority of the products sold by Etiko are hand made by skilled craftsmen using high quality materials and environmentally friendly production methods. This method of production means that the item you purchase will be unique, however it also means that goods will not all be exactly the same size, patterns may vary slightly from product to product, and there can occasionally be minor imperfections in the finished article. These differences are viewed as a sign of the individuality of the product, and should not automatically be viewed as a fault with your purchase.
WILL I RECEIVE POSITIVE FEEDBACK?
We are very proud of our high feedback rating and see it as an indicator of the excellent products we sell and high level of service we provide. We would very much like to keep this high rating.
- We will leave positive feedback for you as soon as we receive payment confirmation. Unlike many other companies here on eBay, we don’t wait for you to leave positive feedback for us before we leave feedback for you. Your part of the deal is to pay – as soon as you have done that you deserve the positive feedback.
- If, like the vast majority of our customers, you are delighted with your purchase and the service we provide, then we would be very grateful if you would leave some positive feedback for us. It will encourage other eBayers to use us and help our business grow so we can stock more excellent fair trade products for you to buy in the future.
- We do, however, deal with many customers and have many product lines, and on rare occasions we make mistakes. If we have done this with your order and you are unsatisfied with your purchase or any aspect of our service please contact us before leaving negative feedback. You will find that we can quickly solve the vast majority of problems to your satisfaction.
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