 |
| Q:Its not what I wanted and I'm going to return it? |
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| A:No problem, return it using ebay returns, full return details & address enclosed with each item for refund. Please consider your interpretation of the item description carefully before leaving negative or neutral feedback. Its unfair to leave poor feedback which affects us greatly if you just chose the wrong coat or jacket that does not suit you! |
| Q:Do I pay for postage to return or exchange an item? |
|
| A:Yes you do but only to return it, we do not charge you our cost to send the exchange item to you. Our prices would have to rise considerably if we were to include your return postage which is not fair to the majority of buyers who do not return items. |
| Q:Do you charge a restocking fee? |
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| A:No we do not. |
| Q:Why do you give such a detailed description? |
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| A:Ultimately it saves you having to return it if it does not fit, suit you, wrong style etc. Our descriptions are pretty accurate but can be open to interpretation by the reader which can disadvantage us when buyers give low DSR (star) score for item description within ebay feedback eg 50 buyers give good scores/1 gives bad score for same item. |
| Q:Is UK delivery included in item price? |
|
| A:Yes it is, you only pay extra if you want guaranteed Special Delivery. We ask you to remember this when leaving feedback as a low star score for postage is unfair if included in price. |
| Q:ebay feedback and DSR scores |
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| A:Netural, negative and low DSR (star) scores given by buyers to an ebay shop greatly affects its trade within ebay. We ask you to carefully consider if you are being fair and reasonable when leaving feedback and DSR scores. In some cases buyers expectations can be unrealistic in relation to the item and service given. |
| Q:Accurate descriptions and feedback scores |
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| A:Honest feedback is appreciated but we ask for very careful consideration before leaving low DSR (star) scores for item description if the reason you returned it was you just did not like it, it did not suit you, did not fit etc? We are not trying to catch you out to spot faults within our descriptions & appreciate an email if you do spot a mistake. |
| Q:You have negatives and neutrals how can I trust you? |
|
| A:We tried charging for exchange postage which gave us a few neutrals & negatives from buyers unhappy to pay 3 pounds to return item. Other: a top not long enough to wear with buyer's leggings but she kept item; we did not add a change to wool content in listing, genuine mistake & buyer kept item; a Special Delivery did not arrive on requested day. |
| Q:Can I have it delivered to another address? |
|
| A:Yes of course, you can give an alternative address for delivery within Paypal payment process. Alternative delivery addresses received after payment may miss our fast despatch service. |
| Q:I don't have the tracking reference? |
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| A:ebay send out an automated email when we despatch item, please check your mail boxes. Your MY EBAY will have the Royal Mail tracking reference and despatch date. |
| Q:Why can't you find out where the package is, is it lost? |
|
| A:We do our best to help you achieve safe delivery but cannot be held responsible for locating packages still en route or undelivered as you were out. You should contact your local sorting office after realistic time 4-5 working days. Most packages arrive 1-15 days from posting date. Please email only if its more than 15+ working days since posting. |
| Q:I don't have a Paypal account and don't want to open one? |
|
| A:Axlclothing is set up for you to pay with a debit or credit card via Paypal as the payment processor; you still need to click on 'Paypal' as payment option but should then select to pay by card payment and not by Paypal account. |
| Q:If I pay for Special Delivery will you send it out today? |
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| A:In most cases yes but please email separately to make sure there is sufficient time for us to process it as a Special Delivery item. Special Deliveries are not guaranteed during extreme weather conditions, please see www.royalmail.com for all service delivery details. |
| Q:Is the description accurate, I cannot decide? |
|
| A:Our description is as accurate as possible although not exhaustive. Genuine not deliberate mistakes are sometimes made. We do our best to give our honest opinion, garment measurements & fitting advice as a guide to help you decide if it will suit and fit you. We cannot be held responsible for your interpretation of the description. |
| Q:I'm worried it won't fit me properly what can I do? |
|
| A:Our description, garment measurements and fitting advice are there as a guide to help you decide if its for you. However, this info cannot be exhaustive and is only a guide. If it does not fit just send it back (see return details). |
| Q:What does it measure across the chest? |
|
| A:Look on listing at Garment Measurements and your size - halve the bust measurement for armpit to armpit e.g. across the chest. |
| Q:Can I change payment method? |
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| A:Axlclothing do not take card payments over the phone, cards are only accepted through Paypal. If you have a problem paying by card through Paypal and cannot rectify this with Paypal, you could pay by Postal Order or UK Personal Cheque although they are much slower. It could be 2-3 weeks, longer Christmas time, from sale date before item arrives. |
| Q:Is the hood detachable? |
|
| A:Please read the description again, if its detachable it will definetely say it is. |
| Q:Does the cape have sleeve/arm/holes? |
|
| A:Please read the description and fitting advice again, it will definetely say if there are sleeve/arm/holes or not. |
| Q:Is the item in the photo exactly the same? |
|
| A:Most photos are professionally colour changed to show closest shade possible. Screen resolutions may change shades. Minor changes to items may be made eg. belt/buckle eyelets black not chrome. We try to point out small details or any changes from photo but very minor details or changes may not be added. |
| Q:I want to pay by card but selected 'other card services' instead of Paypal? |
|
| A:If you accidentally selected the ebay payment option 'other card services' that is the wrong option, it should be PAYPAL even if you want to pay using a card. Not to worry if you have, you should be able use the Paypal 'SEND MONEY' tab within your Paypal account, put the ebay transaction details in when prompted and pay that way. |
| Q:Its not arrived can you find it? |
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| A:A despatch info email is sent the day of despatch with Royal Mail tracking number to use in Track & Trace on www.royalmail.com. Items sent 1st Class Recorded Delivery and success rate for deliveries is fantastic! However, extreme weather conditions can prevent deliveries; you can check on Royal Mail website for area delivery updates at this time. |
| Q:I've looked on www.royalmail.com without success |
|
| A:If not conclusive status is given for your tracking reference it usually means the package is still en route to you. In most cases its at your local sorting office and can be collected or if you missed a delivery (where a card was left or not) you can arrange a free redelivery. AxlClothing is not able to locate your package during delivery process. |
| Q:Its not arrived yet, can I have a replacement? |
|
| A:We will not send a replacement item until Royal Mail confirm the package is lost. Royal Mail will not confirm loss until 15+ working days have passed since posting date. We will ask you to contact your local sorting office as most packages are sitting there waiting for redelivery instruction or your collection. |
| Q:I've not heard from you since I bought it? |
|
| A:Sorry but that's just impossible. Automated ebay emails are sent to your ebay registered email address at each stage. A despatch info email is always sent to this email address, if you have not seen it, please check your ebay mailbox, personal mailbox or other email system you use. ebay Paypal and Axlclothing emails may be going into spam/delete. |
| Q:I waited in for it to arrive, where is it? |
|
| A:We are sorry it did not arrive however we have no control over Royal Mail deliveries. Royal Mail do not guarantee delivery for any set day even for their Special Delivery service. |
| Q:I tried to pay by Paypal but there appears to be a problem? |
|
| A:Don't worry if this happens. Email us from within the transaction in your ebay account which attaches your sale details to the email and we will issue you a new invoice direct to you from Paypal which will override the original invoice. |
| Q:What is your return policy? |
|
| A:Returns accepted 14 calendar days of delivery date subject to item condition on return. Full Returns in our ebay shop pages. Returns for refund: use ebay returns. Returns for exchange do not need to go through ebay returns: return item (return address label enclosed), enclose ID and/or email exchange request. |
| Q:Do you combine postage/shipping? |
|
| A:Unless lightweight items its usually not cost effective to combine in one package, the combined weight makes it more expensive than posting 2 separate packages. Also each item sent by Royal Mail Recorded Delivery is automatically insured up to 100 times cost of 1st Class postage. |
| Q:When can I expect my order to arrive? |
|
| A:Our terms state it takes up to 3 working days (weekends & public holidays do not count) to process items but this is a safety zone, most go out 24-48 hours of confirmed payment. Despatch info mails with tracking reference are sent so you know when it went out. Please check your inbox/s for email. |
| Q:How much is the postage and packaging charge? |
|
| A:There is no P&P charge. Royal Mail Recorded Delivery or trackable signed for courier services are used, if you are out a card is left to arrange redelivery or you collect from local sorting office. |
| Q:Do you ship Internationally? |
|
| A:Yes, ROYAL MAIL INTERNATIONAL SIGNED FOR which takes 4-14 days and covers goods up to £32. Extra UK or International shipping/postage insurance of £5 for every £50 value can be added. Please note some countries cannot be covered by any shipping insurance. |
| Q:I want a size that's not listed, what's the chance you have it? |
|
| A:Quite high, its always worth emailing if you can't find the size or colour you're looking for in a particular style. |
| Q:Can I have shipping insurance? |
|
| A:ROYAL MAIL INTERNATIONAL SIGNED FOR is covered up to value £32. I recommend taking out additional insurance to Asia, Japan, North & South America £5 for each £50 value, majority of my items would cost an extra £5 to be added to p&p/shipping cost. Some countries are excluded from international shipping insurance. |
| Q:What if I want it the next day? |
|
| A:You can pay extra for Royal Mail Special Delivery next working day guaranteed by 1pm service (add £2 for a Saturday delivery). Every effort will be made to despatch asap following cleared payment. If payment is received too late it may not go out same day. If its very urgent eg you need it for a funeral, please email immediately for confirmation. |
| Q:I want different measurements from those shown? |
|
| A:Listings have garment measurements for each size & fitting advice which should be enough. If you really must have a different measurement please email although it may take some time during busy periods. Most emails are for garment measurements are already on the listing! |
| Q:I am worried about ordering the wrong size have you any advice for me? |
|
| A:Don't buy close fitting items if you not in proportion it will not fit (next size up usually better). If big for size always choose next size up. If small/petite do not buy standard/average or generous cut item, fashion styles can be slim fitting. David Barry styles are good standard/average womens fit while Kesta are on slim fitted side. |
| Q:I need to exchange the coat I've bought for another size, is this ok? |
|
| A:Yes just return it for an exchange and email exchange request within your ebay mailbox. Return posting advice and address label is enclosed with each item. If you use ebay returns to exchange, we will cancel this request and let you know its because we are exchanging the item and not making a refund for its return. |
| Q:What if you haven't got the size in the style I want? |
|
| A:Sometimes there's just is not enough time to relist items so if you do not see the style, size or colour you want just email and we will list it if its still in stock. |
| Q:Are your coats in stock all the time? |
|
| A:Yes if its listed its in stock at that time, sometimes there may be a slight hold up, or rarely a stock miscount and it may be out of stock, if that happens you will have choice of waiting for the item, choosing another item or a full refund. If a problem should arise you can choose another item or have a refund. |
| Q:Can I come and try them on? Can I just collect from you? |
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| A:Sorry its not possible to try on or collect items from our processing office. |
| Q:I'm worried about using Paypal, have you had any problems with them? |
|
| A:No problems whatsoever, 99% of buyers use it. Just follow Paypal's own security measures and you'll be fine, its really one of the quickest safest ways to pay for items. Cheques can take up to 2 weeks to process, who wants to wait that long. If you have problems using Paypal please contact them directly as we have no access to your Paypal details. |
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