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** PAYMENT METHODS AND INSTRUCTIONS ** |
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** TERMS OF SERVICE **
- Please checkout immediately and confirm your payment option. You can pay via Paypal (available to worldwide customers), Postal Order, Bank Transfer or Personal Cheque (available for UK customers only).
- Payment must be received within 24 hours of your commitment to purchase.
- Only serious bidders please - no time wasters! Non-payers will be reported to eBay disputes.
- If payment is not received within 24 hours you will receive a payment reminder. These payment reminders are automated and will continue to be received until payment is made. If no payment is received after several communications from us an ebay dispute against you will be opened. So we ask you please to abide by our payment terms. We have a quick turnaround for the benefit of our customers and the quick receipt of your items, but at no time during this quick turnaround is customer service affected. Our customers are extremely important to us and are treated accordingly.
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During the purchase process, please provide us with a CONFIRMED POSTAL ADDRESS We cannot be held responsible for incorrect shipping addressess being provided to us. Please check that your registered eBay home address is the same as your Paypal shipping address on your account. (We have had situations when a buyer has purchased an item and not updated their Paypal shipping address details and the item has been sent to an old address.) This is the customer's responsibility and it is vital that you check this information before you process your payment.
- Upon receipt of payment, your item will be dispatched to you via first class or recorded mail. On occasions a parcel 48 courier is used depending on the size and value of the item purchased. A certificate of postage is always obtained and we use a trackable service.
- During normal postal periods, your parcel should arrive within 2-3 days (UK) and 5-14 days (Worldwide). You will be informed of all stages of the purchase via email following your completed purchase.
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** CUSTOMER SERVICE ** |
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It is vital to us that every customer receives first class treatment.
So it is our aim to ensure that:
- every buyer is kept informed of the status of their purchase throughout the whole purchase process
- all questions and queries are dealt with concisely and quickly
- any problems/issues are dealt with in a professional and polite manner
We can be contacted via the shop, by email or on our customer service line. Contact details are displayed on the 'contact us' page.
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** TERMS OF SERVICE FAQs ** |
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Q. What happens if a parcel is lost in the post?
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The chances of losing a parcel in the post are very small. Based on Post Office figures, as little as 1 in 700 parcels go missing in the post. But if you are unlucky enough to experience this, please do not worry. Firstly contact us by email for confirmation of the posting date. The Post Office insist on us waiting 15 working days from the posting date to ascertain if the item is lost. If it doesn't turn up, the following process will be followed:
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Lost Orders:
After the allowed delivery time has passed, please contact us with your item number, full name and address. We will then email or post to you a Lost Order Form (P91). You must complete this P91 Form and return it to us within 10 days of receipt to confirm non-receipt of the original order. Without this completed form we cannot arrange a refund or replacement.
Once the form has been received and approved we will either send a replacement order or issue a refund, however in some circumstances we may decide to wait on approval from Royal Mail i.e. for higher value orders or when a second parcel is lost to the same address. This could point to a localised problem within a sorting office.
Royal Mail can refuse the claim for several reasons such as:
- More than two claims made to the same address over the past 12 months
- Address is incomplete or not confirmed to Seller.
- Same complaint has been submitted direct from the customer
- Completed Lost Order Form has not been returned from the customer
No claim can be dealt with until 15 working days have passed for UK orders and 25 working days have passed for Overseas orders. All times are based on the posting date and not the order date. Many thanks.
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Q. My item doesn't fit or isn't suitable - what should I do?
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We will accept an item for return within 7 days of delivery as long as the item is unworn and has all its original tags and labels intact, but please contact us first to make us aware of any problems that you may have. Parcels must be returned in the same condition that they were received and by the delivery method required by us. Please note - we cannot accept return of lingerie, earrings or swimsuits for hygiene reasons. We no longer accept the return of UGG boots. Please check the size ordered (we provide exact measurements on these boots).
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We cannot refund the original postage costs and the cost of returning the item to us.
Q. I paid more money for postage than is printed on the parcel - why?
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Please take into consideration we have to package your item, and we personally, do not skimp on packaging. Packaging materials are by no means cheap. We spend over £100 on bubble wrap, tissue, boxes, brown paper, jiffy envelopes, brown tape & cellotape, labels, business cards, headed stamps etc, (which only last about 100 sales) - that's over a £1 per sale just on packaging alone! Also, travelling to the post office, arranging the courier etc. - it all takes time and costs money. All our parcels are dispatched by first class mail. So please, before making comments about our postage costs on our feedback, please read the description and terms in full so that you are aware of the postage and packaging costs before buying. We can assure you - we keep our postage as low as possible and by no means do we make a profit on it (which is against eBay rules). We take pride in the quality of our parcels and the condition that you receive them in. Thank you.
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| If you have a question that is not covered by this FAQ please email us at vanitychest@fsmail.net |
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