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| Q:Can you send my item to a different address? |
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| A:For full eBay Buyer Protection items will only be sent to your registered PayPal/eBay address. If you wish to have items sent to a different address please make sure that it's been added before confirming payment. Our packing department do not have access to the 'Notes' section of your payment so will be unable to amend addresses at despatch stage. |
| Q:I am dissatisfied with my purchase and / or the service you have provided me with. What should I do? |
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| A:In the unlikely event you are dissatisfied, please contact us by email/phone BEFORE opening a Buyer Protection case or leaving negative/neutral feedback. As part of our Customer Service Charter we are here to help you, but are unable to do so if you don't communicate with us. In the vast majority of cases, problems can very easily be rectified. |
| Q:Royal Mail couldn't deliver the package you sent to me |
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| A:If Royal Mail return your package to us with a red sticker on saying they were unable to deliver it to you, we will contact you to arrange redelivery to a new address. A redelivery charge of the stamp value of the packet will be required before the package can be redelivered, even if the item was originally sent to you with postage included. |
| Q:Where do I send my item if I wish to return it? |
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| A:We can be contacted at 124 Allendale Avenue, Aspley, Nottingham NG8 5RD, United Kingdom |
| Q:Do you disount postage if I buy more than one item from your store? |
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| A:Yes, we can combine postage on all multiple purchases. Once you have finished buying all the items you require request an invoice from seller. We will then send you an invoice showing the postage discount. If you require combined postage please do not pay until we have sent you a discounted invoice. |
| Q:The item I have received looks slightly different from the photo on the listing? Have you sent me the actual item pictured in the listing? |
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| A:Stock photos are commonly used on shopping websites to illustrate generic images of items being sold. They're pre-approved photos provided by manufacturers, professionally taken in studios. Images will not differ significantly from the item you've been sent but of course slight variances can exist between products in the manufacturing process. |
| Q:When will you leave me feedback? |
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| A:Our store policy is to leave feedback automatically on the receipt of positive feedback. We believe that our transaction with you is not complete until you have signalled to us, via the receipt of positive feedback, that you are happy with the way the sale has been conducted and you that feel that the transaction can be now closed. |
| Q:Has the item previously been used? |
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| A:All our kitchenware and bakeware items are sourced directly from the supplier/manufacturer and are brand new with tags or label and packaging. None of our items are seconds, customer returns or pre-owned |
| Q:What methods of payment can I use? |
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| A:PayPal is the only accepted payment from all buyers. UK sterling cheques, Postal Orders and UK sterling bank transfers are not accepted. Items are not despatched until payment has cleared, including PayPal e-Cheques. e-Cheques take at least 10 working days to clear. PayPal advise us when your payment has cleared and then your item will be sent |
| Q:Where is my item? Have you sent it yet? |
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| A:A Despatch Notification is sent when your item is shipped to you. If your item hasn’t arrived within a reasonable timescale (Royal Mail state 15 business days), a 'Lost in Post' claim form requiring your signature will be sent to you; either a replacement item will be sent or a refund given after Royal Mail have verified the loss. |
| Q:What does the Shipping and Handling (S&H) charge cover? Surely I should just pay for the actual cost of the stamp? |
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| A:eBay allow sellers to charge S&H, which if part of your invoice, may cover the actual Royal Mail postage cost, plus packaging materials (such as envelopes, plastic mailing sacks, bubble wrap) & consumables (such as cardboard, parcel tape, paper, labels & ink). Please bear this in mind when leaving Feedback and Detailed Seller Ratings. |
| Q:Do you ship internationally? |
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| A:We ship internationally and the post cost is clearly displayed on the listing. If you buy multiple items we can combine postage costs before payment. Please remember International Delivery can take longer, especially during holiday periods. We don't charge extra to send to Scottish Highlands/Islands, Isle of Man, Northern Ireland & Channel Islands. |
| Q:I am purchasing from overseas - how do I pay? |
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| A:PayPal with immediate payment is required from all international buyers |
| Q:I have received the item but changed my mind, can I return it? |
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| A:Contact us within 7 days of receipt (14 days from despatch date) to say the item is being returned. The item MUST be in ‘despatch condition’, unopened, unused, still in ALL original sealed packaging. Items that are damaged, opened or used will not be refunded/accepted. Your full original payment will be refunded, usually within 10 working days. |
| Q:My item is faulty - what help will you give me? |
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| A:Please let us know immediately that the item is faulty. The faulty item will need to be returned to us for an exchange (or a refund of your original payment). In either case, your return postage will be refunded. In all cases, we will try our best to help / advise you - but if you don't tell us there is a problem, we can't help you! |
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