Frequently asked questions
1. Why can’t I place an order online?
If you are having problems placing an order online and/or are finding
that your basket keeps emptying is possible that you do not have temporary
cookies turned on which are necessary to place an order. If you still have
problems then please email
info@spooncollectors.com
2. What is your exchange/refund policy?
If a product is unwanted it can be returned to us for an
exchange/refund within 1 week. We must be notified by email:
returns@affordableservices.co.uk The unopened product must be in its
original condition. If the product has been opened then a re-stock fee may
be applicable.
We ask all customers to include a letter containing the following
information:
Name
Order number
WorldPay transaction ID
Date of purchase
Reason for
return
If the product is faulty then we ask customers to include a letter
including the same information. As stated in the terms and conditions if a
product is faulty we must be informed within two hours of signing for the
product. All faulty products received are independently evaluated and if
deemed to be truly faulty a refund or exchange will be given.
The return address is:
Returns dept.
374 Victoria Avenue
Southend on Sea
Essex
SS2 6NA
UK
Any product being returned should be sent via recorded mail or courier
as we cannot be held responsible for any loss in the post.
3. How do I know if the goods I order are in stock?
Most items are currently in stock. If the goods are temporarily out of
stock a back order will be placed with our suppliers which will take a
maximum of 10 days. If the goods are still unavailable you will be
notified by email where an exchange or refund will be offered. If your
order is urgent, then an email can be sent to
info@spooncollectors.com to
check stock is available.
4. Where is my order?
All UK orders are sent via 1st class Royal Mail recorded
delivery/special delivery or courier service and require a signature. A
majority of orders are delivered within 3 working days but can take up to
28 days. If there is no one available to sign for your order, Royal Mail
or the courier service will leave a notification card and your order will
be taken to your local post office or delivery depot where it will be
available for collection. Orders are only classified as missing in the
post 15 days after posting. If 15 days or more have passed and your order
has not been received, please contact
delays@affordableservices.co.uk
International orders are sent via Royal Mail International Delivery or
via Parcel Force and are usually delivered within 14 days but can take up
to 56 days due to delays at customs. All orders require a signature. If 34
days or more have passed and your order has not been received, please
email
delays@affordableservices.co.uk to inform them of the delay.
5. Why have I received an email from the ‘Affordable Group’ asking for
certain details?
Occasionally we have to make further checks on orders, especially when
an incorrect address is entered as the registered card address or when the
correct card issuing country is not selected (this applies to
International orders as UK is automatically selected and must be changed).
This does not mean there is anything wrong with your order and/or your
credit/debit card; however they are designed to protect against fraud. To
prevent these further checks, please ensure that when placing an order the
delivery address is entered on the Spooncollectors page and the registered
card holder’s (billing) address is entered accurately when directed to
WorldPay for payment.
6. Is payment secure?
Yes, all online payments are taken through WorldPay. “Security is probably one of the most significant concerns for
both the shopper and the retailer during an online transaction. In reality
an online transaction is probably more secure than a card transaction in a
shop or conducted over the telephone or by fax, as the information
transmitted online is highly encrypted using complicated logarithm
combinations. The WorldPay payment system uses a combination of both
established and innovative techniques to ensure the security and integrity
of all sensitive data. Furthermore, our public web servers are certified
by Thawte, a public Certificate Authority, ensuring that both the shopper
and retailer can have confidence that nobody can impersonate WorldPay to
obtain confidential information.” For more information please visit
https://support.worldpay.com/shopper
7. Do I have to pay for my order online?
No, you don’t have to pay online although this is the option preferred
by most; you can place your order over the phone or by cheque or postal
order. To order by cheque or postal order please note down the items you
wish to order and include this information in an accompanying letter.
Please make cheques and postal orders payable to Affordable Services Ltd.
Don’t forget to include your delivery address, contact telephone number
and email address. Also when ordering by cheque or postal order please
remember to add postage and handling to the total which can be calculated
online. We will only accept payment in GB Pound Sterling.
8. How do I estimate the cost in a different currency?
If you are
uncertain how much your order will cost in a different currency then you
can convert the currency at
http://www.xe.com/ucc
9. How can I contact Spooncollectors.com?
If for any other reason you
need to contact Spooncollectors and/or your query hasn’t been answered
please email
info@spooncollectors.com |
