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The following Terms and Conditions apply
to all transactions on the Special Letters site, please scroll
through this screen, read them carefully and print a copy
for future reference.
Placing your order:
Once we have received your order you will be sent a confirmation
email and reference order number along with a questionnaire
requesting further details about the recipient.
Childrens Letters - The length and quality of a childs
letter is dependent on the amount of information we are
given in the 'questionnaire' section of the order process
and it is recommended all sections be completed.
Fairy Dust - Please note, in the absence of real Fairy
Dust we use a fine glitter. Caution should be used where
children are of a young age and they should not be allowed
to inhale or consume this.
Celebratory Letters - Your Celebratory Letter can contain
up to 3 poems or verses. Within 24 hours of submitting your
order you will be faxed, or emailed a selection of poems
for you to choose from, based on the information you have
supplied to us within the order form. Instructions on how
to choose your poems or how to request an additional selection
will also be included.
Payment will not be deducted from your account until your
order is due for despatch.
It is recommended orders are placed at least 14 days prior
to the date you require the letter to arrive and customers
are requested to consider local restrictions on postal services
due to strikes, seasonal holidays and other unavoidable
events that could cause delay to your Special Letter.
Price:
All prices are in pound sterling (£). We reserve
the right to change any advertised price before you place
an order. However you will be notified of any changes in
prices prior to any funds being debited from your account.
Goods are charged in pounds sterling and will be converted
to the currency of your country by your bank or credit card
merchant.
Post:
Special Letters are sent first class via Royal Mail within
the United Kingdom and Ireland and first class airmail outside
the UK. For an additional charge your Special Letter can
be sent either Recorded Delivery or Special (next day) Delivery
within the UK, both of which will require a signature on
delivery, and international recorded delivery (outside UK).
See below for price charges.
Every attempt is made to ensure your gift is received on
or before the required date of celebration, however Special
Letters cannot be held responsible for delays incurred by
postal services or matters beyond their or our control i.e.
Strikes, acts of God, civil commotion or the recipient being
unable to take delivery of the goods.
In the unusual event of your order being lost, misplaced,
delayed or damaged please keep all packaging (where appropriate)
and contact Special Letters immediately, where every assistance
will be given to recover your goods or if necessary claim
compensation.
Postage and Packaging Charges:
United Kingdom
First Class : £1.00 (Unless requested otherwise all
orders will be sent First Class with Royal Mail)
Recorded Delivery : £2.00 (Signature required)
Special (next day) Delivery : £3.50 (Signature required)
Conditions apply contact Special Letters for further details.
International Airmail
Postage for overseas : Letters £2.00, Scrolls &
Letters with Gift £3.50.
Additional charges will be made should International Recorded
Delivery be requested. Price will be confirmed on request.
Postage charges do vary from time to time and we reserve
the right to change any advertised price when applicable.
Payment on-line:
Your custom is important to us and we have done our utmost
to ensure the details entrusted to us are protected. Your
order is sent via our secure server and the details are
removed immediately on receipt by Special Letters and are
protected under the Data Protection Act. Your credit card
details are removed from the secure server on receipt of
your order with limited access to senior members of the
company only.
We will take all reasonable care, in so far as it is possible
to do so, to keep your details and payment secure, but in
the absence of negligence on our part, we can not be held
liable for any loss you may suffer if a third party procures
unauthorised access to data you provide, when accessing
or ordering from Special Letters.
We accept payment from all major credit and debit cards,
Visa, MasterCard, American Express, Delta or Switch. Your
credit/debit card will only be charged for the goods agreed
in your order, along with relevant postal charges and at
the time when they are ready for despatch. This is in line
with our security requirements from our Card Merchant.
Should you have any questions about our system please contact
us and we will be happy to discuss any concerns you may
have.
Privacy:
The only information that we obtain about customers and
the recipient of the letter is collected at the time of
ordering and through the subsequent ordering process or
via email enquiries (see placing your order). This information
is collected direct through the Special Letters website
or via subsequent email from Special Letters and not via
a third party and any information given at this, or any
other time, will remain confidential.
The information we obtain about the recipient of the letter
is used purely for the order in question. Special Letters
will not contact them independently for any reason, unless
specifically requested by the customer, or the recipient
themselves.
The information obtained about you the customer is used
for contact and confirmation purposes only. In addition
to this you may be forwarded our newsletter (approx 3 times
a year) and informed of any changes or additions to our
product.
We will not and do not supply any of our customer details
to third parties for Marketing Purposes.
We guarantee the information, which we will collect lawfully,
is in accordance with the Data Protection Act 1998 by which
we are governed.
Cancellation & Returns:
Faulty Goods : Special Letters have a no quibble returns
policy on faulty or substandard goods and it is asked that
should the goods be proved to be faulty in anyway that in
the first instance contact be made to Special Letters via
email or telephone (see contact details below). You will
be requested to return the item in question, with packaging,
where you will be given the option of a full refund (including
cost of return postage) or a replacement article.
Damaged Goods : All goods leaving Special Letters are subjected
to quality control checks prior to despatch, however should
an item be damaged on arrival it is requested in the first
instance contact is made with Special Letters via telephone
or email (see contact details below). Although liability
cannot be accepted for goods damaged during transit, as
a goodwill gesture we will offer a full refund or replacement
goods, however, to assist us in claiming insurance it is
requested all packaging, along with the damaged item in
question, is retained until collection is arranged by Special
Letters. We thank you for your cooperation in this matter.
Cancellations : Cancellation of your order can be made
at any time up to the time of despatch at no charge. This
can be done by contacting Special Letters direct (see contact
details below). Should you decide to cancel your order after
despatch it must be done within 7 working days, starting
the "day after receipt" of the unwanted order.
The items in question must be made available for collection
by Special Letters or their representatives i.e. carrier/courier.
The direct cost of collecting the goods by such means will
be deducted from any refund. If preferred, customers can
make arrangements to return the items to Special Letters
at their own expense, which in most cases will be cheaper
than collection by a carrier/courier. Refunds will be provided
within 30 days of cancellation.
Statutory Rights:
Any information held in the terms and conditions does not
affect your statutory rights as a consumer.
General:
Any contract will be deemed to have been concluded in the
United Kingdom. Further, any such contract will be interpreted,
construed and enforced in accordance with the laws of England,
and you and Special Letters irrevocably submit to the non-exclusive
jurisdiction of the English Court.
As a statement these Terms and Conditions do not affect
your statutory rights.
By submitting your order to Special Letters you acknowledge
that you have read, understood and will abide by these Terms
and Conditions.
Guarantee:
We are a British Company and wherever possible will buy
our products from businesses within the UK, which prove
to be comparable in quality and price, in preference to
non-British companies. We have ensured the products we have
chosen are of the highest quality and therefore offer a
guarantee to replace or refund the cost of any goods that
are faulty or prove not to come up to our high standards.
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