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about the PRODUCT |
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| Q. |
What is the size of the item? |
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A. |
Please check the listing carefully. We try to ensure that the size is always specified. |
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| Q. |
What are the measurements in inches? |
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A. |
Most of our listings specify sizes in metric units. If you need to see these in imperial units, please use one of the many conversion tools available. We use the tool at the French Property site. |
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| Q. |
Is the item boxed? |
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A. |
Many of our products are sourced direct from the supplier without fancy gift boxes. This helps our aim to offer outstanding value for money. If the item is boxed, it will usually be specified in the listing description
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about PRICES & DISCOUNTS |
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| Q. |
Do you offer a discount if I order a few items? |
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A. |
Our eBay prices are already very competitive and we don't, therefore, offer any further discounts. However, we do discount POSTAGE charges for multiple items (see Combining Purchases section, below).
Trade enquiries cannot be discussed by 'eBay messaging' (against eBay policy). |
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| Q. |
Do you combine postage costs? |
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A. |
Yes we do, as long as all items are paid for in
one transaction. Sorry, we are unable to apply postage discounts once one
or more items have been paid for. Please see additional answers in the Combining Purchases section
(below) for full details. |
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| Q. |
Do you have a maximum postage cost? |
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A. |
Yes we do. Our P&P Price Cap means that the maximum p&p charge is just £7.99, no matter how many items you order (UK mainland deliveries only, excluding Scottish Highlands. Max. 25Kg). Please also see the Combining Purchases section, below |
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| Q. |
How do I choose the P&P Price Cap option of just £7.99? |
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A. |
Unfortunately, the Price Cap cannot be automatically applied in eBay. If your order qualifies and your total combined p&p cost is over £7.99, please call us or send an eBay Message BEFORE paying, and we will adjust your order accordingly. Please see the Combining Purchases section, below for further details. |
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about COMBINING PURCHASES |
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| Q. |
Do you combine postage for UK customers? |
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A. |
Yes, we do. Postage discounts are automatically applied by
eBay, when you pay for all of your items together. There is no need for a combined invoice.
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| Q. |
Do you combine postage for INTERNATIONAL customers? |
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A. |
Yes we do. For more than 1 of the SAME item, discounts are
automatic when they are purchased in one transaction. For a number of DIFFERENT items, please WAIT until we manually combine your order BEFORE paying.
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| Q. |
I want to buy more than one of the SAME item. Can you tell me in advance what the total p&p charge will be? |
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A. |
The p&p charge is already shown in the 'Postage and payments' section of the listing. This section details a postage and packaging price (for the first item)and also a price for each additional item. The total p&p cost can therefore be calculated.
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| Q. |
I want to buy a number of DIFFERENT items. Can you tell me in advance what the total p&p charge will be? |
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A. |
There is no need. If, after we combine your purchases, you believe that the p&p is excessive, please call or send an eBay Message (NOT a direct eMail) and we will happily cancel your order without penalty. If you really need to know the combined postage in advance, please send us an eBay Message specifying the quantity and item numbers for each product that you require. |
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| Q. |
Is there a limit on the amount of combined postage that I will have to pay? |
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A. |
For deliveries to the UK MAINLAND EXCLUDING the SCOTTISH HIGHLANDS), we operate a p&p Price Cap which means that the maximum p&p will be just £7.99 no matter how many items you order (max. packed wieght 25Kg).
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| Q. |
How do I choose the P&P Price Cap option of just £7.99? |
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A. |
Unfortunately, it cannot be applied automatically. If you qualify for our Price Cap and your combined p&p exceeds £7.99, please contact us by eBay Message (NOT DIRECT EMAIL) or phone BEFORE paying and we will adjust your postage cost.
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| Q. |
I've bought a few items and paid for one/some of them. Can you still combine them and reduce the postage costs? |
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A. |
Combining items AFTER one or more have been paid can be complicated and time consuming. Additionally, once an item has been paid for, it is quickly processed (i.e. packed and despatched). We may not realise that you have more items in progress. For these reasons, we are unable to combine purchases after one or more items have been paid for. |
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about POSTAGE & DELIVERY |
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| Q. |
Do you give postage discounts? |
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A. |
Yes we do! Most (but not all) postage discounts are applied automatically in
eBay, as long as payment for all items is made in one transaction. More detailed answers are available in the Combining Purchases section (above). |
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| Q. |
Can you send my order to a different address? |
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A. |
We always despatch to the address that you specify at checkout. If you require delivery to an address that is different to your default address, you must ensure that the required delivery address is specified at checkout. We are sorry, but for fraud prevention reasons, we cannot deliver to an alternative address once checkout has been completed. |
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| Q. |
Which postal service do you use? |
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A. |
For UK orders, we try to offer buyers a choice of postage services. Estimated delivery times are shown in eBay listings and at checkout. Please be sure to select the most appropriate service at checkout. If you require the security of a tracked service, please select 'First Class Recorded' or a Courier service. If you require a service that is not shown (such as Next Day Delivery), please call us on 01270 842600.
International orders are normally sent by Royal Mail Airmail. Please call us on +44 1270 842600 if you require a tracked service. |
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| Q. |
Can I upgrade my postal service? |
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A. |
It is possible, if you contact us (01270 842600) BEFORE we despatch your order. However, an upgrade fee will apply to any order requiring postage upgrade after payment has been made. [The upgrade fee covers not just the additional postage cost, but also additional payment and administration costs]. |
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| Q. |
How quickly do you despatch? |
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A. |
We aim to despatch orders within 2 working days of payment clearing our account. [Working days are Mon-Fri 10:00-17:00]. In practice, we often despatch the day after payment is received. When your order is being packed, you will receive an email giving the expected despatch date. |
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| Q. |
When can I expect my order to arrive? |
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A. |
ESTIMATED delivery times are shown in each listing and at checkout These are based on our despatch time and the postage service selected. Please remember, however, that once we despatch your order, delivery is entirely in the hands of the Royal Mail or the Courier Service, and we have absolutely no control over them at all. |
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| Q. |
I need my order urgently. Can you get it to me quickly? |
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A. |
We will do our best, but please ensure that you select the most appropriate postage service at checkout. (e.g. do not select '2nd class' if you need the order quickly). If an appropriate delivery service is not offered, or you require Next Day delivery, please call us on 01270 842600. Please REMEMBER, we have no control over Royal Mail and other couriers. |
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| Q. |
My order has not been received by the expected date. What can I do? |
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A. |
Carriers do sometimes have delivery delays, so please allow a few days more. If your order is still not received, please contact us. We will still do everything we can to resolve the matter, but we also expect the buyer to do the same at their end. For Royal Mail deliveries, the buyer will need to contact their local Royal Mail deliveries depot to enquire about their missing order, even if they haven't been left a 'card' by the postman. |
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| Q. |
Why should I have to chase up missing orders with Royal Mail? Surely the seller should do this. |
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A. |
For Royal Mail services, the missing order is almost certainly somewhere in your local deliveries depot. You can visit the depot much easier than we can and the parcel is addressed to you, not to us. The requirement for buyers to 'chase' missing orders locally is an important condition of sale. If you want to reduce the chance of this being necessary, please choose a tracked postal service, or buy from another seller. |
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| Q. |
How long does it take for an order to be classified as 'lost'? |
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A. |
Often 'missing' parcels are eventually returned to us by the buyer's local Royal Mail deliveries depot (sometimes, even after the buyer has contacted them). This can be four or more weeks after despatch. We cannot, therefore consider an order as 'lost' until at least 30 days after despatch. |
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| Q. |
I can't wait 30 days for my order to turn up. How can I avoid this? |
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A. |
The '30 day wait' is an important condition of sale. To reduce the chance of it happening, please choose a tracked postal service. If this is unacceptable to you, please buy from another seller. |
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about PAYMENT |
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| Q. |
What payment methods do you accept? |
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A. |
For speed and security, we accept payment by PayPal only. |
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| Q. |
I don't have a PayPal account. Can I still buy from you? |
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A. |
Even if you don't have a PayPal account, you can still use PayPal to pay with a credit or debit card. Just follow the instructions after clicking the 'Pay Now' button. |
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| Q. |
Can I pay by cheque? |
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A. |
Sorry, but we don't accept cheques. |
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| Q. |
Can I pay by postal order? |
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A. |
Sorry, but we don't accept postal orders. |
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| Q. |
Can I send cash for my payment? |
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A. |
We do not under any circumstances accept cash sent through the post. We assume that any such cash received is a donation to our currently supported charity.
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about our RETURNS POLICY |
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| Q. |
What is your return policy? |
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A. |
We operate a no quibble returns policy. If, you wish to cancel your order, just notify us by phone, eBay message or letter within 8 days of receipt of your order and we will refund your payment. Goods should be returned to us (at your cost) in their original, undamaged condition & with their original packaging. |
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| Q. |
Do I need a reference number for my return? |
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A. |
Yes, please ensure that you quote the 'Order No' and the packer's initials from our invoice, otherwise we may not be able to process your return. |
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| Q. |
Where do I send returns to? |
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A. |
Please send to: from Then to Now. Unit G, Dagfields Craft Centre. Nantwich. CW5 7LG. UK. |
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| Q. |
Which postal service do I use to return the item? |
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A. |
We don't mind. However, if you don't use a tracking service, it is advisable to obtain a certificate of posting. |
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| Q. |
When will I receive my refund? |
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A. |
Your refund should be processed within 14 days of us receiving the item back in an undamaged, re-saleable condition. |
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about DAMAGED & FAULTY GOODS |
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| Q. |
What do I do if my goods are damaged? |
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A. |
We do take great care with our packing, but unfortunately, carriers don't always take the same care and goods can still be damaged in transit. Please contact us within 48 hours of receipt by eBay Message or (preferably) by phone if you receive damaged goods. Please quote the 'Order No.' and packer's initials from our invoice. We will also need precise details of the damage. In some cases, we may request photographs. Please retain all original packaging and our invoice until we advise otherwise. |
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| Q. |
What do I do if my goods are faulty? |
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A. |
We do check goods prior to despatch, but occasionally, faulty goods can slip through the net. Please contact us immediately if goods are faulty. quoting the 'Order No.' and packer's initials from our invoice. We will also need precise details of the fault. In some cases, we may request photographs. Please retain all original packaging and our invoice until we advise otherwise. The vast majority of faults should be obvious on receipt and we would expect notification within 48 hours of receipt. Other functional faults may take longer to manifest themselves, and we would expect notification within 21 days of receipt. |
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| Q. |
Do I need to return damaged/faulty goods? |
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A. |
We will advise you if you need to return them. Please retain all original packaging and our invoice in case this is necessary. |
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| Q. |
Will you pay for the return postage? |
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A. |
Yes, we will, providing that the damage/fault is clearly our
responsibility. |
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| Q. |
Do I need a reference number for my return? |
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A. |
Yes, please ensure that you quote the 'Order No' and the packer's initials from our invoice, otherwise we may not be able to process your return. |
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| Q. |
Where do I send returns to? |
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A. |
Please send to: from Then to Now. Unit G, Dagfields Craft Centre. Nantwich. CW5 7LG. UK. |
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| Q. |
Will you replace damaged/faulty goods? |
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A. |
Yes we will replace, free of charge, all damaged/faulty goods, where we are responsible for the damage/fault. If replacements are not
available, we issue a full refund. |
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about PROBLEMS FEEDBACK & SELLER RATINGS |
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| Q. |
Why will eBay not allow me to buy an item? |
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A. |
There are a number of possibilities:
Because of the increased risk of damage, we do not despatch some fragile items to overseas customers.
To reduce the risk of non-payment/negative feedback, we exclude buyers with recent unpaid item strikes and/or eBay policy violations.
We exclude buyers who (we feel) have behaved inappropriately in a previous transaction and/or been unfair with their feedback or seller ratings. |
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| Q. |
What if there is a problem with my order? |
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A. |
We are very proud of our outstanding customer service record. However, very occasionally, problems do arise. If you have any problem at all with your order or our service, please contact us (by phone or eBay message) BEFORE leaving feedback & ratings, quoting the 'Order No' and the packer's initials from our invoice. We really do go the extra mile to resolve issues, but if you don't tell us about them, then there's not a lot we can do,. In any case, it's not very nice to leave negative feedback without giving us a chance to resolve your problem. |
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| Q. |
Why are seller ratings important? |
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A. |
Low ratings can affect our eBay costs and sales volume, which in turn affects our ability to offer the lowest possible prices. Please think carefully before giving a low rating. Remember:
We despatch quickly. Please don't hold us responsible for Royal Mail/Courier Services failures.
We try to keep P&P costs down, but we have to buy packaging materials and also pay packers' wages.
We send messages at all stages of the buying process to keep you informed of your order status. |
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| Q. |
Can you please leave me feedback? |
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A. |
Yes of course! Our feedback is automatic. Once we have received your positive feedback, feedback will be left for you, automatically. There is no need to send us a message.
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about CONTACTING US |
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| Q. |
What is the best way to contact you? |
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A. |
Please always check our Q&As (shown when you 'Ask a question' from a listing), our Faqs and our Terms & Policies BEFORE contacting us. Most of the questions that we receive are already covered on these pages. If the answer to your query is not covered, then please contact us by phone on 01270 842600 or by eBay message (NOT direct eMail). |
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| Q. |
Why have I not had a reply to my eMail? |
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A. |
Because of its unreliability, we don't use eMail to communicate with eBay customers. Please contact us by eBay message instead. |
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| Q. |
How quickly do you respond to eBay messages? |
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We aim to reply within 48 hours. Usually, we reply much quicker. If you need a quick response please call us on 01270 842600. |
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| Q. |
Can you inform me when new products are on sale? |
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A. |
To keep up to date with new products, special offers and other news, follow us on Twitter at www.Twitter.com/fromThentoNow. |
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