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| Q:I have ordered some Personalised Favours - how do I give you my personalisation details? |
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| A:Please provide your personalisation details either as a note on your PayPal payment, and eBay message or on an email to sales@fromhentowed.co.uk. Buyers should check spelling carefully as we produce EXACTLY to information provided & can not be held liable for errors that are not our fault. |
| Q:What are the conditions of sale |
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| A:All information above & any other trading terms and/or policies found on our eBay shop homepage form part of the formal/legal purchase agreement/contract of sale. It is the buyers responsibility to ensure they have read & understood all information/terms/conditions when clicking "Buy it Now" & prior to purchase/payment being made. |
| Q:Are all items in stock and available for immediate delivery? |
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| A:We aim to keep all items in stock however all items are subject to availability. Occasionally during busy periods (i.e. weekends, Bank holiday etc.)we may run out of stock & therefore it's not possible to immediately dispatch your order. If this happens we will notify you by email to advise the item is out of stock & when we will be able to post. |
| Q:How quickly will my order be posted? |
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| A:All items are dispatched according to the dispatch timescale provided on the individual item listing page. It is buyers responsibility to ensure they have read/understood & allowed ample time for processing/dispatch & delivery of their order. We can not be held liable/penalised for late delivery if buyer has not read detail or allowed enough time. |
| Q:What Methods of Payment do you Accept? |
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| A:All buyers can pay by PayPal. UK buyers can also pay by Credit/Debit Card, Cheque or Postal Order.
Cheque/postal order are subject to a 7 day clearance before items can be posted.
Payments by credit/debit card are to be made by phone on 07531 006260 & are subject to a minimum spend of £5.00 & 2% surcharge for processing. |
| Q:I want to pay by debit/credit card - how do I do this? |
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| A:Buyers (UK only) can make payment using their debit/credit card over the phone by calling us on 07531 006260 during office hours 09:30am-4:30pm (Monday, Tuesday, Thursday, Friday - Closed Wednesday's). If no one is available to answer your call, please leave a message and we will contact you back as soon as we possibly can. |
| Q:How can I contact you? |
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| A:You can contact us during office hours via eBay messages, or direct email at sales@fromhentowed.co.uk. We aim to answer all messages/emails within 1-2 working days. Buyers can also contact us by phone on 07531 006260. If there is no answer, please leave a message & we will return your call ASAP. See our "Contact Us" Page for full contact info. |
| Q:I have sent you an eBay message or email but had no reply? |
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| A:We aim to answer all eBay messages/emails within 1-2 working days but may on occasions take longer. Our office hours are Monday, Tuesday, Thursday & Friday (closed Wednesday's) 9:30am-4:30pm so if contacting us outside these times it will take longer for you to receive a reply, so we ask you please to be patient we will reply as quickly as we can. |
| Q:I have shortages on my order, what do I do? |
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| A:It is the responsibility of the buyer to check their orders is complete upon receipt. Any shortages must be reported to us within 2 working days. From Hen to Wed does not assume responsibility for any claims/shortages after this time. |
| Q:What is your return policy? |
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| A:In accordance with the DSR's any unwanted/damamged/faulty items can be returned & within 7 days of receipt, providing they are in their orignal & unopened condition & contact has been made first. Returned goods must be adequately packed & where possible using original packaging. Please see our Returns & Refunds Policy for more detailed information |
| Q:Do you combine shipping? |
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| A:Yes, we do combine postage on multiple item orders providing the buyer "Requests Total from Seller' BEFORE making ANY payment. We will then combine the items/p&p and email you the invoice for payment. Please note we do not refund p&p if buyer does not "request total" or once an item has been paid. |
| Q:When can I expect my order to arrive? |
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| A:Orders are posted using Royal Mail 1st or 2nd Class post or Airmail & should arrive within 1-5 working days of posting. Orders are processed Mon-Fri & are usually posted the same day/next working day (subject to stock availability) Orders recevied Sat-Sun are usually posted next working day. See our Stock/Dispatch & Delivery page for more info |
| Q:How much is the Shipping and Handling Charge? |
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| A:Postage costs vary according to the item(s) you are buying and Country it is being posted to. Please see individual listings for details. We do also offer a combined postage discounts so please always contact us for eligibility if unsure. |
| Q:Do you ship internationally? |
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| A:Yes - we currently post within the UK, Ireland and the whole of the EU, Europe. Please see individual listings for applicable destinations. |
| Q:I want to buy an item but need a larger quantity than is listed, can you help? |
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| A:Yes, we only list a small amount of all of our stock on ebay, so if you need more of any item than is listed, please contact us and we will let you know if we can fulfill your request. |
| Q:I am after a specific colour for an item, do you have any other colours available? |
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| A:Lots of our products are available in a range of colours, however only those which we have in stock (available for dispatch) are listed. If you need a certain colour please contact us and we will confirm if we can obtain it for you, delivery time and cost. |
| Q:The colour of my item appears different to that in the picture |
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| A:Colours do sometimes vary to that shown in the picture due to different manufacturing batches, resolution on photo/PC etc. and does not mean you have received a faulty or incorrect proudct. |
| Q:Do you offer a trackable/Next Day delivery option? |
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| A:Yes. All of our listings have the option for you to have your order posted by Royal Mail recorded delivery (or Internaitional Recorded Signed-for) which is the same as standard 1st class/Airmail but provides signature on delivery. If you want a guaranteed next day delivery (UK only) we can use Royal Mail Special Delivery please contact us for info. |
| Q:My order has not arrived/been lost in transit - can I receive a refund |
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| A:Refunds/replacement will only be issued if your address is verified by PayPal, it has been more than 15 working days (for UK, 20 for EU) from estimated date of arrival, you have confirmed delivery details with us & checked item not being held at your local sorting office. If the address isn't verified you are NOT entitled to any refund/replacement. |
| Q:Can I return my order for a refund/replacement? |
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| A:Under certain circumstances yes you can. Please see our Returns and Refunds Policy for detailed information. |
| Q:How can I contact you if I have a query/problem? |
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| A:You can contact us either by phone, or by email during office hours only. Please see our Contact Us page for full contact information. |
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