Sara’s Texture Crafts eBay shop policies... updated October 2009

Opening Hours:

Mon - Fri 9 - 5:30pm

Although, I do periodically log in and respond to sales, queries and questions outside of those hours, including weekends... addicted to the internet, who me?!

Contact Details:

Sara Millis

Sara’s Texture Crafts

Crediton

Devon

United Kingdom

Please message me via the eBay messaging system where possible. This allows for a much quicker response time, as I can link your query directly to a product, or sale.

Otherwise please email me at its_a_vintage_thing@hotmail.co.uk and please add the title ‘Sara’s Texture Crafts, eBay query’, giving the details of your query, the product and/or your open sale.

Or give me a call on 07793134486.

Conditions of sale:

Here are the terms of sale for products in the Sara’s Texture Crafts’s Shop at http://stores.ebay.co.uk/Saras-Texture-Crafts

I try where possible to be list details of my products and business as accurately as possible. I also strive to offer my customers the best shopping experience I can, so please take your time to read the below information and any queries at all… please contact me. eBay can be a complicated place and not every shop works in the same way, so I hope my policies will cover your needs and please also check out my instruction pages, as these may help you.

Products

·        I am supplied by leading manufacturers and rural farmers and am always sourcing the finest quality of products to sell.

·        I also hand create a variety of products, each is made to the very best of my ability and knowledge.

·        I try to be as informative and photographically correct where possible about my products at the time of listing. If you have any further questions before you buy, I am very happy to answer them for you.

·        I list only what I have in stock at any one time; however most of my products are running lines. So if you miss a listing, or would like to order a larger quantity please let me know by email and I can let you know when my next delivery is due and send you the item number when listed.

·        I also generally hold a wider range of products in my business than I list here on eBay, so if you are looking for something in particular it is always worth contacting me for details.

·        All products are checked by hand at the time of delivery and again at dispatch to the customer, so I can be certain that you are getting the very best of my offer.

Ordering

·        Please send me any queries you might have about products, services or the eBay buying process as I am more than happy to help you.

·        Multiple purchasing/Combined invoicing is available at Sara’s Texture Crafts and offers shipping discounts. Please read How to buy Lots of Items on 1 Invoice for how to request a total at the checkout. This is a manual process and can only be applied before you pay.

·        Holding Stock for Later Delivery Dates - Stock can be held for a period of 1 week only, with prior arrangements made in writing before a purchase is made.

·        Special Services – I do offer a Colour Swatching Service. Please email me through eBay for details.

Payments

·        Payments must be made within 7days of purchase of the first item in your open order.

·        Intentions to pay will be accepted during this time and must include a checkout confirmation of either a Paypal echeque, or for UK buyers a personal cheque/postal order, or credit card. To do this, please press ‘pay Seller now’ and mark the relevant box under payment method, eBay will then take you to the relevant confirmation and information pages, where you can find payee and address details for your cheque/postal order (Still unsure, view I want pay by cheque postal order but how?). Credit card payments will receive the details required to make your payment and the phone number above to call.

·        Unpaid invoices will receive on day 5 an automatic reminder from eBay, on day 7 a final reminder from the Seller and on day 9 an open dispute with eBay to close the unpaid sale. If unpaid invoices are not resolved within this dispute process an ‘Item strike’ will be left on the Buyer’s account. This is not negative feedback, but may restrict your view of other eBay sites, depending on Sellers’ policies. Item strikes tend to stay active for a 30 day period.

·        UK accepted payments - Paypal, postal order (GBP sterling), personal cheque (GBP Sterling) and credit card if you phone 07793134486. ACCEPTED CREDIT/DEBIT CARDS – Maestr, Mastercard, Visa, Visa Electron and Solo.

·        UK Cheques and postal orders, special note If you are paying by postal order or personal cheque please complete the checkout for the full name and postal address to sent payments to. Crossed postal orders and personal cheques will be cashed on Mondays, where all other postal orders will be cashed on the nearest post day.

·        UK Credit/Debit Cards, special note. If you are paying by Credit/Debit card please call me during opening hours on 07793134486. Once payments have been cleared you will be notified of the dispatch process.

·        Overseas accepted payments – Paypal only.

Shipping Rates – April 2009

·        All shipping costs include the cost of basic packaging. If you have a complex order (Multiple fleece variations, etc.), or require special packing and labeling please contact me before you pay. This will ensure that this is reflected in your shipping total.

·        Shipping weights are based on a packed order, so if you buy say 500g of wool please note that after packaging your order will weight more than 500g and therefore fall into the next cost category.

·        All inland items are sent 2^nd Class Royal Mail and overseas are sent by Airmail. However, if you do require a different service please contact me for a quote. I can easily add this service to an unpaid invoice, but I cannot change the service after a payment has been made.

·        If an order is too large, or valuable to be considered for my standard policies you will be given shipping options for you to choose from when you get to the checkout, if you have requested a combined invoice.

·        Remember that combining items onto 1 invoice can reduce your final shipping cost considerably. Here is a link to my information on how to ask for a combined invoice… How to buy Lots of Items on 1 Invoice

·        Here is an indication my latest basic shipping prices, which are not inclusive of insurance, extra packing requirements and where stock value comes to no more than £36.00 in total;

·        I happily ship orders outside of the indicated values and weights, but often from other service providers. Please ask for a quote if you are unsure.

·        Overpayments - Where the above charges exceed shipping costs by more than £1 (GBP), an automatic ‘difference’ refund will be issued. This often works out in benefit of overseas customers and heavier UK items. Refunds will be issued in the following ways; Paid by Paypal – refund by Paypal. Paid by Personal Cheque or Postal Order – refund by Personal Cheque. Paid by Credit Card – refund to Credit Card.

·        SPECIAL NOTE – Certain countries may charge buyers custom fees for handling goods. It is the responsibility by law for the importer (Buyer) to understand and pay these charges. No charge information is available to the exporter (Seller), as this charge is not theirs by law. Having said this I ship worldwide and do not know of a country yet who has charged customs fees for my products. To check it is always best to contact your relevant Government department.

Deliveries

·        All items will be sent out after payment is received and cleared in to my account.

·        All delivery addresses and details are the sole responsibility of the Buyer. Items will be shipped to the address given on eBay, not Paypal. Non-delivery due to misinformation will not result in a refund.

·        Shipping of items paid for by postal order or cheque will be made on the nearest post day after funds have cleared into my account (this usually takes 1 day for postal orders and 5 days for cheques).

·        My post days are Monday, Wednesday and Friday. To qualify for each post day you must pay before 9am on the post day in question, otherwise your item will be posted on the next available post day.

·        Delays & Lost Post – I always try to keep customers up to date via eBay messages, however if you are unsure of where your item is please contact me within 14 days. I take these cases very seriously and will do everything I can to help. If items do not appear by the Royal Mail cut off period I will issue either a refund or new order. Please also note that UK items are not classed as lost by Royal Mail until the 15^th working day after dispatch and Airmail on the 30^th day after dispatch. I am bound to their policy on this and these are my cut off dates, no queries will be dealt with after a 45 day period from the shipping date.

Cancellations

·        Cancellations can only be accepted before payment has been made. To request a cancellation, please contact me via the eBay messaging system with details of the products you have bought and the date. This allows easy cross referencing and a speedy resolution. Cancellation is a complicated process that will require some assistance on the part of the Buyer. All will be clearly explained at point of contact.

Exchanges

·        I ordered the wrong thing, how can I change it before I pay? At Sara’s texture Crafts, I am happy to help guide you through the process of cancelling and reordering the correct items before you make a payment.

·        Exchanges on a Paid for order, yet to be dispatched. At Sara’s texture Crafts, I am happy to help guide you through the process of cancelling and reordering the correct items. However, if an item has already been packed ready for dispatch, then the customer will be liable for repackaging and eBay relisting costs.

·        Exchanges after dispatch are not offered at Sara’s Texture Crafts, due to the nature of the product for sale. If you have any queries, please contact me, I am more than happy to help make a listing’s details clearer.

Refunds

·        I do not offer refunds as a rule, however if an item has reached you in a damaged condition, or is not as described then please contact me within 14 days of receipt. In the majority of cases and in the first instance an item exchange will be offered before a refund. However, Refunds and faulty item exchanges will be issued only if the item is returned in its original selling state. For example, wool fibre and needles must be unused and sealed in their original packaging. Decals and computer fabrics must be returned in a hard back envelope.

·        To request a return, email me via the ‘Contact Seller’ link on the item listing within 14 days of the delivered item. I (the Seller) must accept all returned items, in writing prior to their return post.

·        UK returns -

a)       Payment of returned post will be made by me (the Seller) and will be at the cost of the cheapest postal service. Please note that if you return an item by a more expensive method, the extra costs will the responsibility of you (the Buyer).

b)       Refunded payments will be made by the following methods; Paid by Paypal – refund by Paypal, Paid by Personal Cheque or Postal Order – refund by Personal Cheque. Paid by Credit/Debit Card – refunded to Credit/Debit Card.

·        Overseas returns – Please note that in some instances the following points may vary. This will depend on the item in question. I (the Seller) will specify the return policy on an item at the time of a return request.

a)       Payment of returned post will be made by me (the Seller) and will be at the cost of the cheapest postal service. Please note that if you return an item by a more expensive method, the extra costs will the responsibility of you (the Buyer).

b)       Refunded payments will be made by Paypal.

·        Cut off periods – No queries will be dealt with after a 45 day period from the shipping date.

·        Feedback – I always respond to feedback on receipt from feedback from the buyer. I will provide positive feedback even if an item is returned; as long as the complete eBay process was acceptable to both parties. I would hope that in reflection I also receive a positive rating that reflects my strong customer service level, even if you did not keep the item.

Feedback & General Behaviour

·        All feedback will be given on receipt of feedback from the Buyer. As you are aware as an eBay seller ratings count, so if you feel that there are issues with leaving positive feedback then please contact me first. This will give me chance to follow customer service through and rectify any less than perfect situations.

·        I do not accept aggressive and impolite behaviour. I will make every effort to report unacceptable behaviour directly to eBay.

Please note that Sara’s Texture Crafts reserves the right to amend these policies from time to time and refer to them retrospectively.