Terms and Conditions
Updated 18th October 2009
Orders are normally dispatched within 24 hours (Mon-Fri) - Guaranteed Same day dispatch if ordered & paid for before 2pm.
QUALITY PROMISE
Our products are all UK Officially Licensed Merchandise and are designed to last, we'll never compromise over quality. Our comprehensive Guarantee Policy is there to protect you in the rare event of a defect.
CUSTOMER SATISFACTION
Customer Satisfaction is our highest priority and we have a very friendly customer service team, so if you have any questions or comments please contact us.
YOUR CONTACT DETAILS
Please ensure you give, preferably an email address or contact telephone number when entering your details via Checkout. This enables us to then confirm your order via email or contact you should their be any problems.
CANCELLING AN ORDER
As orders are despatched either same day / next working day, orders can be cancelled at no charge if cancelled prior to despatch. Please see notes on Deliveries for details on despatch times.
To Cancel: Please email info@heroesforkids.co.uk with your order number & contact details.
If an order has already been despatched, unfortunately it will have to be returned at your expense for a refund. *Please see notes on Returns below.
SHORTAGES
If an order arrives incomplete please advise us straight away. All shortages must be notified to us by email within 7 days of the order being dispatched.
RETURNS POLICY
In the very rare case of faulty or damaged item being recieved by you the customer, the product can either be exchanged or a full refund will be given. *Please see notes on Faulty / Damaged Goods below.
If you are unhappy with the product/s or wish to exchange or made an error in purchasing, please return the product/s within 14 days of the purchase date along with a copy of your invoice.
Refunds will then be made within 14 days of the product/s being returned. please note this is only on the condition the item is returned at your expense within 14 days of the purchase date.
Postage costs will not be refunded.
FAULTY / DAMAGED GOODS
Photographic evidence maybe required of the fault / damage of the item or the product if we do do not require the item to be returned (Requirement of the Manufacturers/Suppliers)
Replacements / Refunds will be made only once the item/s have been returned.
Unfortunately, we are unable to refund the postage on returning any goods for whatever reason, although we will always send replacements of faulty items Free of Charge.
PAYMENT METHODS
- Secure Trading (Debit & Credit Cards)
Instantly takes you to their secure e-payments site, security questions will be asked to ensure that you are in fact the cardholder, this is for your own safety. Payments are then instant, encrypted & very secure!
- PayPal
Takes you directly to paypal's payment page where you can either log in to use your account or just pay by card - You do not need to have a PayPal account.
- By Phone
We are happy to accept payment over the phone using a debit or credit card. Especially for those who prefer to talk to a trusted human being rather than imputting their card details over the internet. Please call us on 01242 285999 and if we don't answer, leave a message for us to call you back.
PACKAGING
Orders will be well packaged in Tissue Paper / Bubble Wrap & placed in a Durable Plastic Mailing Bag or Mail Lite Bag as this type of packaging is very light in weight it allows postage costs to be kept at a minimum.
On heavier or more fragile items / orders we use boxes & try to recycle as much as we can by reusing boxes that we have had delivered to us.
POSTAL DELIVERY
Please see our Postage page for full details of the delivery services we offer and the rates of postage & packaging. Please allow 28 days for delivery during National Postal Strikes although orders are normally always delivered within this time frame.
Standard Terms of postage:
We will only ship to the cardholders billing address for all International orders for security reasons.
Delivery times on all postage options (apart from UK Next Day) is only a guide and is not guaranteed. Orders weighing in excess of 2kg may require to be invoiced or the difference in cost of postage, customers will always be notified of this & given the choice of whether to continue with their order.
All Postage costs are to be beared by the customer.
Exeption: Postage will not be charged when supplying a replacement due to Faults/Damage
Please ensure you select the correct postage option for your Country.
All orders (UK & International) over 2 kg will be sent using couriers whicn normally arrive next day. You will be notified via email once the order has been dispatched, please feel free to enquire about the type of delivery your order will be sent on should you wish to know beforehand.
In some cases for orders over 2kg an excess postage cost may be charged. Notifications will be sent for all charges in addition to the initial order. Excess charges will be invoiced via email with a link to a secure payment page. You may cancel your order at this point if you wish. Once payment has been received in full the order will be dispatched.
For International Parcel Rates, International Signed For, Fedex or any other service please contact us for rates.
Prices are effective from 1st April 2009.
Please visit www.guernseypost.com/postal-services for further information on the services they hvae to offer. If you would prefer a different service to what we provide as standard please email us & request the service prior to making payment.
ITEMS / ORDERS NOT RECEIVED:
If you have not yet received your order and feel that you should have done by this time, please feel free to contact us & we will help all we can.
The majority of the time when this happens, items are actually awaiting collection at your local Royal Mail sorting office. 'While you were out' cards should be left by your postman but we can assure you that this is not always the case! Please make contact with your local sorting office to see if anything is awaiting collection for you.
If orders are not collected within a certain time frame (depending on your local sorting office, normally 1 week) then items will be returned to us as 'not called for'. If the order is returned to us by the Royal Mail, it may have to go through their returns centre, this can take anything up to 4 weeks for us to receive back again.
When received by us, we will then try to contact the customer to state the situation & offer either a refund (less postage / packaging costs) or to re-send (at the cost of the customer). If a replacement / refund has been made during this time, the customer wilil be charged the initial postage / packaging costs involved.
Failing that, (which is very rare) it may be that an item has been mislaid / lost / delivered to an incorrect address. In such circumstances we are happy to file a claim through the Post Office on your behalf as we always obtain a date stamped proof of postage to enable us to do this should we ever need to.
Depending on the delivery method and the country the order was delivered to, depends on the legnth of time required to wait until we can actually submit a claim. eg: Standard UK 3-5 day delivery requires a 10 working day wait until a claim can be started.
Once the claim has been investigated by the Post Office they will make contact with the intended recipient & they will require a response. This will be their deciding factor as to whether a claim will be honoured.
If / when a claim has been agreed we will then (straight away) either re-inburse the customer or send a replacement if we still have stock of the item/s, which ever you the customer would prefer? We will not expect you to wait for the Post Office to release the funds as this can take anything up to 2 weeks, confirmation from them is enough for us.
Please allow 28 days for delivery to UK address due to Royal Mail Strikes, Industrial Action & incase orders are returned to us by the post office for various reason etc before we can send replacements or give refunds.
UK VAT
As we are VAT Exempt here in Guernsey we are therefore not VAT registered so prices on this website are the price you pay.
We may at our discretion send items from the same order seperately so that you do not incur the costs of VAT or at our discretion pre-pay the VAT so the customer does not get charged this on delivery.
PRIVACY STATEMENT
We will never use your details for any other purpose other than for processing & dispatching your order.
We will never pass on any of our customers details to any 3rd party for any reason whatsoever & we can assure you that we will never email you with promotions or news letters like many other online merchants unless you request them.
All details we have of our customers are kept within our securely hosted website for our future reference only, incase of queries on orders & complaints etc.
Any paperwork we may have on our customers payment details will always be shredded & recycled on disposal.
If you have any further questions or queries, please do not hesitate to contact us.
Many Thanks!
Mrs Lisa Newsom & Family
Characters 4 Kids
characters4kids@hotmail.co.uk
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