| Frequently
Asked Questions and Answers |
Q.
What is your returns policy?
Q. Can I pay with my credit card over the phone?
Q. Can I order an item now please?
Q. Can I have a combined invoice please with discounted
postage?
Q. I live locally - can I collect this item (and pay cash
for it)?
Q. I have received a faulty item - what is the returns
procedure?
Q. Who do I make the payment out to and where do I send
it?
Q. I live in Northern Ireland, how much is the postage?
Q. What is your policy on leaving feedback?
Q. When can I expect my order to arrive?
Q. Do you ship internationally?
Q. 14 Day Money Back Guarantee?
Q. Are Your items new?
Q. Will I recieve the same item that is seen in the photographs?
Q. How do I contact you?
Q. Who do I make the payment out to and where do I send
it?
Q. I live on an island off the mainland, how much will
the postage be to here?
Q. If I live in Southern Ireland or the Channel Islands
will there be an additional postage charge?
|
| Q.
What is your returns policy? |
A. All returns must
be in their original packaging, if applicable. We cannot accept responsibility
for returned items lost in the post so you are advised take out postal
insurance.
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| Q.
Can I pay with my credit card over the phone? |
| A. Sorry, but we don't
accept payments over the phone. You can pay via Paypal, Nochex, cheque or
postal order.
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| Q.
Can I order an item now please? |
A. Yes, any of our items for
sale on eBay can be purchased straight away, details of payment methods
are stated in our listings. Sorry, we do not take orders or payments over
the phone.
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|
| Q.
Can I have a Combined Invoice please with discounted postage? |
|
A. We do combined
postal costs if the value of the item is greater than £10 (excluding
postal costs), so if you win more than one item then email us for a combined
invoice. Combined postage is calculated as follows: Add up the price of
all the items, then add the p&p of the item with the highest p&p.
All other p&p are added at 50% of orginial p&p (Subject to weight
and destination restrictions).
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|
| Q.
I live locally - can I collect this item (and pay cash for it)? |
A.
The listing will specify local collection if it is possible. This is available
only with specific items when they are dispatched from specific locations
within the UK and when prior arrangements have been made.
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|
| Q.
I have received a faulty item - what is the returns procedure? |
|
A. Please send
us an email telling us what the problem is and we will email you back
with our returns procedure.
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|
| Q.
Who do I make the payment out to and where do I send it? |
|
A. If you are
the winning bidder you will receive an email with the payment instructions
and details for contacting us for any additional inquiries.
If for some reason
you do not receive an email, please click
here to send us an email and give us the details of your purchase
and any problems you may be experiencing.
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|
| Q.
I live in Northern Ireland, how much will the postage be to here? |
|
A. If the item
is sent by DHL or Parcelforce, the listing will state the ADDITIONAL DELIVERY
INFORMATION at the bottom of the listing. The
couriers charge extra £7.00 to deliver to Northern Ireland.
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|
| Q.
What is your policy on leaving feedback? |
|
A. Because
we are a large business we use an automated feedback system. This means
that if you have a complaint and you decide to leave negative feedback
please contact us beforehand to try and resolve the issue first. We would
always rather have a satisfied customer than a misunderstanding, which
is the case in most negative feedback claims.
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| Q.
When can I expect my order to arrive? |
|
A. Once
full & cleared payment
has been received
we aim to dispatch all items within 1-2 working days. How long it takes
to arrive depends on the carrier:
- Sellers Standard
Rate: 3-5 working days
- Royal Mail 1st Class Standard: 2-3 Business Days
- Other 24 Hour Courier
(DHL): 1-2 working days
- Other 48 Hour Courier
(DHL): 2-3 working days
- Parcelforce 24:
1-2 working days
- Parcelforce 48:
2-3 working days
Check at local holding
office as postmen often don’t leave a card. If
you do not received the item within 7 days please contact us.
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| Q.
Do you ship internationally? |
|
A. If the item can
be shipped internationally then it will state this in the listing.
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|
| Q.
14 Day Money Back Guarantee? |
|
A. If for any
reason you are not satisfied with your goods, we will refund the price
of the goods provided that they are returned unused and in there original
condition, together with the original packaging (if applicable), within
14 days of the date of the invoice, a copy of which must be returned with
the goods inline with our returns policy.
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|
| Q.
Are your items new? |
|
A. All our
items are brand new unless otherwise stated.
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|
| Q.
Will I recieve the same item that is seen in the photographs? |
A.
Product images are for illustrative purposes only and may differ from
the actual product. We strive to faithfully reproduce images of the items
we sell, however, manufacturers constantly update and improve the design
and specification of products and it is not always possible to update
product images as quickly as the lines change. The item you receive will
be of equal quality and value to that shown in the listing.
In the case of listings
where we have indicated that the colour of the item may differ from the
colour represented in the listing pictures, please be assured that quality
will not be compromised and that the item will be identical to the product
displayed in every detail apart from the colour.
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|
Q.
How do I contact you? |
|
A. Email us
through ask a seller a question or our telephone number is on the invoice
of your receive or winning bidder email. Our business hours are Monday
to Friday 10am – 4pm. If phoning please state that it is an eBay
item and put the item number in your correspondence.
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|
| Q.
Who do I make the payment out to and where do I send it? |
|
A.If you are
the winning bidder you will receive an email with the payment instructions
and details for contacting us for any additional inquiries. If for some
reason you do not receive an email, please contact ebay@tooltime.co.uk
and give us the details of your purchase and any problems you may be experiencing.
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|
| Q.
I Live in: Scottish postcodes AB31 & above; HS; IV; KA27 & 28; KW;
PA20 & above; PH4 & above; ZE or an island off the mainland, how
much will the postage be to here? |
|
A.If an item
is sent STANDARD RATE then it is sent by ROYAL MAIL PACKET POST there
is no additional cost by this method. If the item is sent via Parcelforce
or DHL, the listing will state the ADDITIONAL DELIVERY and will cost an
extra £7 per parcel limited to size and weight as stated by the
carrier.
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|
| Q.
If I live in Southern Ireland or the Channel Islands will there be an additional
postage charge? |
A.
There is an additional charge of £15 on some items to Southern
Ireland and the Channel Islands due to extra courier charges. Generally
these will be heavier items that cannot be sent by regular postal services
and these items will have additional courier information added at the
foot of the listing.
Additional charges
are determined by location and weight and can be SUBSTANTIAL for delivery
to any of the areas listed if in doubt then PLEASE GET A QUOTE before
purchasing an item (email us with your postcode, item number and product
name).
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Copyright
© 2009 Tooltime UK Ltd. All rights reserved.
Revised: June 10th 2009 |
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