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|1. Placing an Order|
We can accept orders and payment by telephone, fax, email and through our website. After you have placed your order, we will send a confirmation email to you summarising the order. We accept payment in sterling by cheque made payable to Craythorne & de Tessier or by Switch, Maestro, Visa, or MasterCard.
When we receive your order, we carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. We will debit your payment card with the total cost of the order prior to your order being despatched.
If you place an order offline, you will be contacted by one of our representatives to arrange payment. If you decide to pay by cheque, we will wait until it clears before processing the order.
2. Contact Us
Feel free to contact us with any comments, questions or complaints you may have regarding our website or any other related topic, Monday - Friday 9am- 5pm GMT. Calls are charged at normal rates.
Telephone: +44(0)1796 482119
Fax: +44(0)1796 482111
Write to us at: Craythorne & de Tessier Customer Services, 7 Sawmill Yard, Blair Atholl, Perthshire, UK, PH18 5TL.
We will get back to you as soon as possible to answer your query.
If for any reason we cannot despatch your order within 7 working days (excluding weekends), we will notify you by telephone or email. You will be given the opportunity to cancel the item(s) out of stock, or will be given an expected date of delivery.
Our standard delivery charges from Monday – Friday (excluding public holidays) for UK mainland are:
Order value up to £10: £3.95
Order value between £10 - £30: £4.95
Order value greater than £30.00: £6.95
For delivery rates for non-mainland UK and outside the UK, please contact us for a quote.
We only use a priority postal service, which means that our goods get to you quicker. However, we cannot guarantee exact timescales. Royal Mail can take up to 14 days to deliver your package within the UK mainland. Orders for non-mainland UK and outside the UK may take slightly longer.
If you require an alternative postal or courier service, please email email@example.com with your requirements and a quote for postage will be provided.
If your order is lost or damaged in transit, please let us know promptly. Craythorne & de Tessier cannot be held responsible for any lost, damaged or stolen packages. Packages sent to European and International destinations are insured, but are only tracked in the UK. Once the package arrives at its destination we can confirm that it has been received and signed for upon delivery.
4. Returns Policy
We always aim to achieve 100% customer satisfaction. We supply quality products from recognised manufacturers. Perceived faults can usually be resolved by a simple call to our Customer Services Team on 01796 482119, so please call before returning any goods.
However, should there be a requirement to return an item if it is defective, you should call us to inform us and you must return the item within 14 days of receiving it. You should include paperwork with your original order number stated, a description of the defect, your name and address, a contact telephone number and state whether you would like a refund or replacement. Goods are returned at the customer’s expense and we advise getting ‘proof of delivery’ as Craythorne & de Tessier are not liable for goods lost in transit.
When the item arrives with us and if it is found to be defective a full refund will be given, unless a replacement has been requested. We will contact you if the claim is in doubt.
If you wish to return an item which is not suitable or no longer required, you should call us within 7 days of receiving the item to inform us and should then return the item in original packaging, undamaged within 7 days from the date of the call. You should include paperwork with the original order number stated, your name and address, a contact telephone number and state whether you would like a refund or replacement.
When the item arrives with us we will refund the cost of the item but NOT the cost of postage and packaging. You can choose to have a replacement item (if available). The goods must be unused, in their original packaging and we will review the condition of the goods before issuing a refund or replacement, and contact you if the claim is in doubt.
We only collect your personal details from you when you order an item from the website or request a catalogue. In addition, if you order from us, your credit card details and your delivery details will be collected. These details are passed to our accounts system via a secure server and will be used to process your order. All information is collected lawfully and in accordance with the Data Protection Act 1998.
Disclosure of your information
From time to time, PMW Enterprises Ltd. (the parent company of Craythorne & de Tessier) will want to inform you of special offers or make your details available to carefully selected third parties whose products we feel may be of interest to you. Please tick the relevant boxes on the checkout page if you do not want to receive such information.
You have a right to access the personal data held about you. To obtain a copy of this information, please write to us at the following address: Privacy Officer, Craythorne & de Tessier, 7 Sawmill Yard, Blair Atholl, Perthshire, UK, PH18 5TL, enclosing a cheque for £10 payable to Craythorne & de Tessier, to cover our administration costs.
We reserve the right to make any changes to this policy. Any changes to this policy will be posted.
6. Security Policy
At Craythorne & de Tessier, we are aware of, and take very seriously, the security and privacy issues surrounding the use of payment facilities via the Internet. As a result, we have taken every precaution, including the use of Secured Socket Layer (SSL) encryption for the transmission of all sensitive credit/debit card and payment information details. Our SSL server is certified by Thawte, a public Certificate Authority. Thawte will only issue Digital Certificates to those servers which meet stringent security requirements.
Your online purchase from us will take place manually once we have allocated stock, and the goods are ready to ship. You can have confidence that our online purchasing facilities are secure and safe to use.
If you have any concerns regarding the security of this site please email firstname.lastname@example.org.
This disclaimer does not affect your statutory rights as a consumer.
Please note that some of our processes are manual and errors can occur. We carry out frequent checks to detect any errors. If they do occur we will act immediately to minimise inconvenience and disappointment that may be caused. We reserve the right to cancel any order where obvious errors in pricing or product description have occurred.
These Terms and Conditions and any contract between us shall be governed by and interpreted in accordance with English Law and the English courts shall have jurisdiction over any disputes between us.
These terms and conditions are in addition to your statutory rights as a consumer, which remain unaffected.