Leaving Feedback and DSR
Feedback is important to us and we strive to achieve the highest possible standards, both positive feedback and excellent detailed seller ratings from our customers are greatly appreciated (both of these processes are explained fully below). However, in the unlikely event that you are dissatisfied with the service or order you received, then please do not hesitate to contact us and necessary steps will be taken to try and resolve your issue. We aim for the ultimate customer satisfaction with every sale, not only with our products but also the service provided. If you have an issues or concerns, whether big or small, please inform us of such, and we shall endeavour to improve our service for all current and prospective customers.
If you’re considering leaving non-positive feedback or a Detailed Seller Rating consisting of 1’s / 2’s for the identified sections below, then we politely request you allow us to try and resolve your issues first. This helps us to improve both yours and future buyer’s service. We recommend communications are conducted within eBay via the contact member facility.
You will have the opportunity to rate us on specific areas, which are divided up into four categories. The star rating will be out of 5, (5 stars indicate the highest rating, and 1 star indicates the lowest). A breakdown of each category has been provided to assist you in making your decision. DSR’s (detailed seller ratings) are anonymous and consequently we’re unable to identify which sale it relates to. However, if you wish to inform us of a particular area of our service where we need to improve, then we would love to hear from you. Without this assistance we’re unable to ascertain which product or areas need attention, and so we are greatly appreciative of any direct feedback.
Prior to leaving your DSR, please consider the following points
Item as described
Does the title accurately describe the item you received?
Does the description accurately describe the item you received?
Do the image(s) accurately depict the item you received?
Does the condition of item you received match that of which the listing stated?
We aim to provide our customers with as much detail as possible, both further information prior to a transaction should it be required, and after the transaction is complete. If you contacted us, did we address any questions or concerns, and was this carried out in a timely and professional manner?
The customer may receive up to 4 standard e-mails, once an item is won.
The buyer success email informs customers they won an item, and advises them to proceed to the complete checkout stage.
- Customer completes checks out
The order confirmation email thanks our customer for their purchase once payment has been received and explains fully details of their purchase
- Order is updated with dispatch information
Once we have marked the order as dispatched, an e-mail will be generated providing the customer with an order update so they have a delivery approximation.
- Customer hasn't paid after a couple of days
Should we not have received payment or communication within a couple of days, a payment reminder will be sent.
It is important we are rated only on the dispatch time of the item, not the time for the order to be received. E-Mails are sent when dispatched and postal stamp dates can be checked for a clearer indication of when we sent the item.
We cannot be held responsible for delays in delivery services, international customs delays or for the time it takes for payment to clear. Therefore should not be reflected in feedback or DSR.
Postage & packaging charges
We aim to provide our customers with FREE POSTAGE on all of our items and as a result won't be able to rate the postage and packaging charges for these items, for this we will automatically receive a 5-star rating.
Customers are expected to pay duties, taxes and customs clearance fees for International transactions as required by country laws.
Where postage has been charged, it will be the cost of the actual packaging materials, along with a reasonable dispatch fee to cover the time and costs associated with postage, as permitted by eBay. This is not just simply the cost of a postage stamp. If you have queries or concerns with how the postage was charged, we will happily provide you the information on how our price was determined. If after consideration, we appear to have overcharged you, a refund may be awarded.
Once again, we would just like to highlight, if you have an issue, then please contact us. We request politely that we are informed of any issues or concerns prior to a negative or neutral rating, as at this stage we are often unable to resolve the matter. Please remember that it is through this feedback we can improve our service and your shopping experience, so please do not hesitate to contact us.