If you place an order and the item(s) are in stock, we will post to you by Royal Mail or UPS within one working day of your order. This usually means next-day delivery, but we would advise allowing up to 7 days in the UK (overseas airmail parcels may take longer to arrive).
If your requested item(s) are not in stock, we will contact you within the next working day to advise you of how long an order is likely to take, with the option to cancel your order if you would rather not wait. (The vast majority of items are available to us within 3-15 days). In any case, we will not take payment from your credit card until we are about to despatch your order to you.
You may return your order at any time up to 7 working days from the date you receive the goods as long as they are in an undamaged fully saleable condition. If the goods that have been sent are faulty, we will provide a full refund, including postage costs and your return postage expenses. Under most other circumstances we will issue a credit note as soon as the goods are returned to us. The exceptions to this are any cut fabrics, or some special-order items that we cannot return to the supplier; these cannot be refunded or exchanged. This is fairly unusual and we would let you know in advance of your order confirmation if this is likely to be the case. In all cases other than faulty items, goods must be returned to us at your own expense, unused and in perfect condition.
We keep a record of all items posted and receipts of packages, and we cannot accept responsibility for any undelivered items once they are posted from our shop, nor issue any refunds related to non-arrival of goods we have sent to the address provided. There is a Royal Mail system whereby we can sometimes reclaim costs for lost items from the Post Office, and if we are able to do so in your particular case, we would be very happy to pass on any reclaimed costs.
When you shop with us, our secure server encrypts all of your personal information, including name, address and credit card information. We use SagePay which are an industry leader in secure internet transactions. SagePay are used by thousands of other UK businesses for transaction security.
All transaction information passed between our website and the SagePay Payment System is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and all messages from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the SagePay system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data they hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.
SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within our company or SagePay are able to decrypt transaction information or cardholder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.
We use the industry leading internet payment company PayPal to protect your card details and protect from fraud. PayPal keep your information safe. We will never actually see your bank or credit card details, they are passed in a highly secure way directly to PayPal for processing. Industry-leading fraud prevention is just one of the reasons PayPal is a safe way to pay online. PayPal uses proprietary technology and constantly innovates to monitor transactions and maintain a secure payment system. To help you keep track of your account activity, PayPal sends an email confirmation of every account transaction. For more information visit www.paypal.co.uk