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| Q:International Orders: I haven't received my item yet, do you know where it is? |
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| A:If your item is an International order please wait 21 working days before contacting us. This is the amount of time that your order is classed as 'in the system' and we regret that we can't do anything until this time period has passed. |
| Q:UK Mainland Orders: My Item hasn't arrived yet, where is it? |
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| A:If you have ordered from within the UK and your order hasn't arrived, we respectfully request that you please wait 15 working days before contacting us. It is with regret that we can't take any action on an order until this time period has passed. This is the timeframe allotted to your order still being in the system. |
| Q:Do You Combine Postage? |
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| A:It is our policy to give a 35% p+p discount on any additional eligible item purchased from us. To obtain your discount please await a revised invoice from us before completing payment. |
| Q:Is ther a cheaper way of me getting a bean bag delivered to my country? |
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| A:To save postage costs we currently offer a service to International orders where we will be will send just the bean bag cover. This works out much cheaper. It will then be up to you to source the beans to fill it within your own country of residence. |
| Q:What is your return policy? |
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| A:All items must be returned in their original packaging within 14 days. In order to be eligible for a return buyers must confirm that they wish to return an item within 7 days of purchase. |
| Q:Do you combine shipping? |
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| A:Yes we do combine shipping on eligible items. All additional items purchased will benefit from a 35% postage and packaging discount. Sometimes we can't combine shipping on some International orders because the majority of our items are sent by airmail which has a 2kg limit. Rest assured though, we always try to combine items wherever possible. |
| Q:When can I expect my order to arrive? |
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| A:99% of orders to the UK mainland arrive within two working days. If the delivery of your item/s is overseas it can take anywhere from 5 - 21 working days; the former is more likely. Rest assured that we do everything to ensure that your item/s arrives as quickly as possible. |
| Q:Why do you charge so much for shipping bean bags/chairs overseas? |
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| A:Due to the size and weight of beanbags, our postal service calculates them volumetrically. This means that they are to heavy for airmail thus making us have to ship them by Parcelforce. We realise that the delivery charges are high, however rather than not offer a service for delivery to your country we like to give you the option. |
| Q:Do you do International Shipping? |
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| A:Yes, we currently ship to Australia, Europe, European Union, United States and Canada. If you can't see a price for delivery to your country please contact us. We must also ask that all International orders await an invoice before completing payment and that they don't alter the postage costs themselves. |
| Q:I don't have a Paypal account, how else can I pay? (UK Orders Only) |
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| A:Characterland accept all major debit and credit cards including Solo, Switch, Electron, Mastercard, Visa and American Express. Payment can also be made by post with a Cheque or Postal Order however our preferred method of payment is Paypal. If you do wish to pay by cheque/postal order, it must be sent by recorded delivery along with your invoice. |
| Q:I don't have a Paypal account, how else can I pay? (International Orders) |
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| A:All International orders must be paid for by Paypal. Sorry we do not accept any additional form of payment at this time. Please note that we will not accept bank transfers. |
| Q:My item hasn't arrived yet, has it been dispatched? |
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| A:Unless there is a problem with your order (in which case you will be contacted directly) you will receive an email informing you of dispatch. If you are in the UK you should receive your order within 5 working days of dispatch. If your order hasn't arrived in 15 working days please contact us and we will see what we can do. |
| Q:I'd like my item delivered to a different address, is this possible? |
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| A:We may deliver to a delivery address different from the verified Ebay/PayPay address it does take a few days longer as we undertake additional security checks. Please allow for this when asking for delivery to a different address and note that we do reserve the right to only deliver to the verified PayPal/Credit Card statement address. |
| Q:How can i contact you? |
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| A:Characterland is a business and we do operate an online shop as well. Our company registration number is: 5462612 and we are VAT registered.
We can be contacted 5 days a week 09:30hrs - 16:00hrs on 01539 738412 (Monday to Friday.)
email: info@characterland.co.uk |
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