How do I place an order?
Simply browse through the products by using the categories and sub-categories on the navigation bars and click "add to basket" on any that you'd like to buy. You can view your selection at any time by going to "shopping basket" on the top right of the screen, where you can also amend quantities or remove items if you've changed your mind. When you are ready to pay go to the basket and click "checkout" where you will be led through the checkout process.
Will I get confirmation of my order?
Yes, orders are confirmed on screen and also by email. If you do not receive such confirmation it is unlikely that you have completed the ordering and payment process successfully. Please email us on firstname.lastname@example.org or via the Contact Us page if you have any concerns as to whether or not an order has been placed.
What if I want an item that is out of stock?
Please email us on email@example.com or via the Contact Us page with details of the item/s you would like. We will then advise on the likely timeframe for the item being back in stock, or order it from our suppliers especially for you.
Will my basket be saved if I don't checkout now?
Yes, if you register with the site. Any items you place in your basket will be recalled when you next log-in.
During checkout other items have appeared in my basket. Why?
These will be items that you placed in your basket on a previous visit and didn't buy at the time. When you've logged-in during the checkout process on your current visit these items have been recalled to your basket. If you no longer want them just go to "shopping basket" to remove them.
How do I apply a promotional code to my order?
If you have received a promotional/discount code simply go to "shopping basket" on the top right of the screen and click on "apply discount". You can then enter the code and the relevant promotion/discount will be applied when you checkout. Please note that if the promotion is for free delivery you will still be asked to select a paid delivery option during checkout but this charge will be credited and can be seen on the final checkout screen before you confirm and pay.
I see you use PayPal. Do I need a PayPal account?
No. Although our payments are processed via the PayPal secure payment service you do not need to have a PayPal account to purchase from us, as you can simply use your credit or debit card to pay. However, if you do have a PayPal account you can use your PayPal balance if you wish. We use PayPal for the security and convenience the system offers both us and our customers.
Can I pay by cheque or over the telephone?
Sorry, but unfortunately we are unable to accept cheques or payments by card over the telephone. You can pay online by using a credit or debit card, or with a PayPal account if you have one.
DISPATCH AND DELIVERY
When will my order be dispatched?
We aim to dispatch on the same or next working day for items we hold in stock, but you should allow for up to 3 days. Some items are dispatched directly from our supplier and in these cases a guide time is given on the product page. You will receive an email when your order has been dispatched.
If for some reason we will be unable to dispatch orders within the usual time-frame information will be posted on the home-page of the website.
Can my order be sent to a different address?
Yes, during checkout you will have the option to give us a delivery address that is different to the billing address. The billing address must match the address that your credit or debit card is registered to, or the address held on your PayPal account.
Do you deliver overseas?
Our website will currently take orders from the UK only, sorry. However, we can quote for delivery to other countries if you contact us with details of the items you would like to purchase, at which point we would provide information on how to place the order if you wish to go ahead. Delivery to other countries is at our discretion.
What if I'm not in to receive the delivery?
If no-one is home Royal Mail or the Courier will normally either leave the parcel somewhere reasonably safe or return it to the Sorting Office to redeliver the next day or for you to collect. Either way, they should leave a card indicating what action has been taken and what you need to do, if anything.
What are the delivery charges?
Delivery is free, regardless of the size or weight of your order. You have the option to pay for next day delivery for a flat rate of £4.50. Please see our Delivery information.
What if my order is delayed or lost?
We normally use Royal Mail to deliver our parcels, and to keep our delivery charges as reasonable as possible we generally use First Class, Second Class or Standard Parcels rather than a tracked service. The estimated delivery time for First Class is 1-2 days, Second Class 2-3 days and for Standard Parcels is 3-5 days, but these are not guaranteed. In keeping with Royal Mail, we will only consider a parcel to be lost after 15 working days have passed and then will send a replacement item (subject to availability), or refund your money if you prefer. In the meantime, it might be worth calling your local Sorting Office to see if they have attempted delivery and for some reason overlooked to leave a card. To let us know that a parcel has been delayed please either call us on 01929 424572 or email us on firstname.lastname@example.org.
CANCELLATIONS, RETURNS AND REFUNDS
For our full cancellation, return and refund policies please see our Terms and Conditions, but the following quick answers may help:
Can I cancel an order I've just placed?
Yes, of course. If you wish to cancel an order that has not yet been dispatched please contact us by email on email@example.com, via the Contact Us page or by telephone on 01929 424572. We will simply cancel the order and credit you with a full refund if the payment has already been taken from your account. If your order has already been dispatched your wish to cancel will be treated under our returns policy (see below).
What is your returns policy?
We have a no quibble approach to refunding your purchase should you change your mind or not be satisfied with the product for any reason, so long as:
- you return it within 14 working days of receiving your order, having notified us of it's return (see below);
- it has not been used or damaged;
- the original product packaging in still in a suitable condition for resale.
We regret we are unable to meet the costs of returning an item, unless it is faulty or damaged on arrival or not as ordered or described. The return postage is therefore at your own expense. We strongly recommend obtaining a free Proof of Posting slip from the Post Office which will help recover the cost of the item should it be lost or damaged in transit.
What is the easiest way to notify you of a return?
If you are registered with the website, the easiest way is to go to the order history held in My Account, click on the order concerned, select the relevant item and choose "return product" from the drop-down menu labelled "choose an action". This will populate the returns form with the relevant details. You then just need to click a box to give us the reason for return and press send. Alternatively, you can click here for the Returns form or find it from the link at the bottom of the screen under Customer Services.
When will I get my refund?
For refunds relating to returned items, we will credit you with the cost of the item/s being returned plus any original delivery charge paid as soon as possible once we receive the item/s back, and within 30 days at the most. Refunds are made via the same method as your original payment; i.e. either back to your credit or debit card, or to your PayPal account.
The item was damaged or faulty on receipt. How should I return it?
We're always really sorry to hear that a product is faulty or has been damaged in transit. This is rare, but when it happens it's a real inconvenience to the customer concerned and we will do our very best to resolve the situation quickly. Please let us know within 7 days of receipt of the fault/damage by giving the details on the Returns page of the website (see above for the easiest way to do this) and let us know whether you would like a replacement or a refund. Replacements are subject to availability of course. We will ask you to return the item to us, obtaining a free Proof of Posting from the Post Office, and as soon as we receive it back we will send the replacement or credit you with a refund. Either way, in these circumstances, we will reimburse the cost of returning the item.
The item doesn't look as described. Will you refund?
We try to describe products as fully and as accurately as possible to help you make your selection, however we know that customers will occasionally be disappointed on receipt of a product if it's design, colour or quality is not as imagined. If we are at fault for providing a factually inaccurate description or if colour, design or quality is clearly not as depicted we would treat the item as faulty (see above).
How do you protect my personal data?
What is your Customer Service like?
We are very keen to fulfill (or preferably exceed!) the expectations that no doubt you have for fast, efficient, communicative and friendly service. We want you to be happy with your shopping experience when using the Ginger & May website and for you to recommend us to your friends and family. We will therefore do everything we can to make it so. Having said this, we are a family business and like to work flexibly around our family commitments. This does mean that if you telephone us we may not be available right at the moment you call, but please do leave us a message and we will get back to you as quickly as we possibly can. We aim to respond to all messages, emails and order enquiries the same working day or next.
If you're happy with the product and service you receive, please do consider leaving a product review, emailing us a testimonial for the website or leaving a comment on our Facebook page.
How do I get in contact with you?
If you would like any further product information or have any questions, comments, compliments or complaints please don't hesitate to get in contact. We'd love to hear from you and you can either:
- use the form on the Contact Us page of the website;
- email on firstname.lastname@example.org;
- telephone on 01929 424572 (please leave a message if we're not available to take your call);
- write to us at Ginger & May, 10 Northbrook Road, Swanage, Dorset, BH19 1PS (correspondence address only).
Last updated 19 Feb 2013