Answers
| Who are you and where is Kings and Queens? | ||
We are a family run business in West
Wales in the U.K. We have been trading in Carmarthen for 19 years.
The business is owned by Richard and Andrea Joyce and supported by
our magnificent staff: Wendy,Bethan Emily,Niall, Alex,Tom, Lucy and
Danny.
For more information visit our About Us page |
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| How can I contact you? | ||
You can contact us in a number of ways. By post,
our full postal address is :
Kings and Queens. 1, Guildhall Square, Carmarthen, Carmarthenshire. SA31 1PN Wales. U.K By Telephone: +44(0)1267 231678 By Fax: +44(0)1267 231678 By E-mail: |
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| What is your Returns/Cancellations policy ? | ||
| Damages If, in the unlikely event, the goods arrive with you damaged, Kings and Queens will either refund your money or replace the goods free of charge. In accordance with the "Sale of Goods act 1979 (amended)" in the case of goods being found to be faulty the fault should be notified to us within a reasonable period. It is normally assumed that a reasonable period would be about a week from the receipt of goods but we acknowledge that there may be exceptions and will consider any claim individually on its merits. Where goods are found to be faulty we accept that the customer may not be able to return the item in its original packaging but we do request the returned goods are packed with normal care and a refund of the full cost of the goods will be made plus carriage charges both for the original delivery and the return of the goods. We will also cover the additional cost of secure packaging where appropriate. General CancellationsCustomers may cancel any order at any time prior to shipping or within 7 days from the day after receipt. Refunds will be made within 30 days of the cancellation date. We would be obliged if goods are returned in their original packing and unused and we will refund the cost of goods in full, less return shipping costs, within 30 days. If for any reason the customer is unable or unwilling to arrange for the goods to be returned we will arrange a collection at a mutually convenient time and deduct the cost of collection and shipment back to our premises from the final refund payment. Cancellations due to delayAll orders are dealt with immediately on receipt. Where possible we try to despatch orders within 48 hours. Due to the vast range of goods on offer it is not always possible to ensure that every item is in stock at all times. It is our policy to e-mail all customers within 48 hours to inform them whether the goods have been shipped or to inform the customer how long it will be before the items are expected to be ready for despatch. It is always our intention to complete all orders within 30 days but if this is not possible due to production problems the customer will be informed at the earliest opportunity.The customer has the right to cancel the order at any time if they feel the delay is inconvenient. No items may be returned to Kings and Queens without our prior agreement. If a shipment is returned to us because the carrier was unable to deliver it, we reserve the right to make an additional carriage charge to redeliver the goods. |
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| How would I make a complaint? | ||
We really hope that there will never be an instance
when you feel that you need to make a formal complaint. We are the
first to admit that we are not always perfect and of course everyone
makes mistakes but we would like to think that once our mistake is
pointed out we will do everything humanly possible to put it right
to everyones satisfaction. If though you feel that you have been dealt
with unfairly or that the service has failed to meet our normally
high standards please e-mail your complaint to Richard Joyce Complaints.
All complaints are strictly confidential and we endeavour to repond
to all complaints within 5 working days. We will try at this stage
to give you some idea of how long it will take to resolve your complaint.
We will of course keep you informed of progress at all times. If a
product has to be referred back to the manufacturer this may cause
some delay. |
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| How do I convert to my currency? | ||
All prices are shown in UK £ and US $ but
you can choose to display the price in any currency of your choice.
To change the currency click on the Flag and Currency icon in the
bottom left hand corner of any page in the Shop. Select the currency
you would like displayed from the drop down list. Click "Submit".
All prices will now be displayed in your chosen currency and UK £.
Please note: Currency conversion rates are a guide for your convenience only. They are updated once each US business day. We do not guarantee the accuracy of this information. All transactions take place in UK £ and the amount you are charged is determined by the conversion rate used by your credit card company on the day that your transaction is processed by them. |
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| What are your shipping charges? | ||
All shipping charges and packing
costs calculations include the weight of the goods to be sent. When
you select items from any of the Kings and Queens Shops the charges
are automatically calculated for you. These charges are shown on the
order page. To view these charges, first select the items you are
interested in and place them in your "Shopping Basket"using
the"Add" icon
which appears next to each product. When you have added all your items
click on the Checkout icon
or the"Checkout" link in
the lefthand column, to see your selections in your shopping basket.
It is possible to delete or alter the quantities ordered through the
Shopping Basket. When you are satisfied with your purchases click
on the"Shipping"Button. From the new page
select a shipping method"All Shipping"
from the drop down menu and a Shipping Region. The full shipping costs
will then be displayed on the page.All goods
are shipped by professional carriers. For further information or if you have any questions concerning shipping please e-mail us using the link below: |
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| Will I have to pay import duties? | ||
Absolutely impossible to say !. Some countries
do apply taxes and duties but they are a very hit and miss affair.
There seems to be no common denominator amongst those charged and
those not charged so it seems to be down to luck. On the whole very
few of our customers have ever been charged any duties or taxes but
for more information please contact your appropriate authority.
We do not charge British purchase tax (VAT) and there are no British Duties applied to your order. |
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| When do you charge my credit card? | ||
Unlike other sites we do not process
your credit card payment until the goods leave our premises. |
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| How do you ship? | ||
All goods are shipped by professional
carriers.
In the UK goods are sent using a "3 Working Day Delivery service" by DHL Carriers. The service is fully trackable on the internet, we supply you with a trackable reference number and full instructions when we e-mail you to say that the goods have been sent. All deliveries must be signed for. The exception to this is where small orders are placed weighing less than 5Kg and are sent via the Post Office as a more economical option. Overseas deliveries take between 3-6 days depending on the destination. These deliveries are also fully trackable and reference numbers for tracking along with instructions are included in the despatch e-mail sent to you when the goods leave us. They are shipped via UK Parceline and their partners Federal Express or UPS in the country of destination. All deliveries must be signed for. Unfortunately we can not accept PO Box addresses. For BFPO or APO addresses we have to ship via the UK Postal Service please e-mail us for more information. (conditions apply) BFPO/APO Shipping Addresses For further information or if you have any questions concerning shipping please e-mail us using the link below: We continually monitor the costs of various carrier services and look for the most efficient and cost effective method. Consequently we do change carriers as appropriate. |
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| How long does it take? | ||
We use Parceline/Federal Express/DPD(Mainland
Europe) for overseas orders. The service is fully trackable so you
can log on to www.parceline.co.uk/trackit and watch your parcel's
journey all the way from Wales to any worldwide destination. Most
deliveries to any country take less than 7 working days (Including
during the run up to Christmas.)
For UK orders we use DHL Carriers. This service offers a 3 Day delivery and is fully trackable on the internet. Orders despatched via the Post Office should take about 7 days Occasionally owing to circumstances beyond our control some deliveries may take longer. |
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| What happens if my parcel gets lost? | ||
First it must be said that we have
not lost any parcels to date. However some have taken quite a long
time to reach their destination. ( See:How long does it take?)
Our policy for missing parcels is as follows:
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| How much does shipping cost? | ||
| Shipping is calculated according to weight. All shipping costs also
include packaging and insurance to give you total peace of mind. We
ship to all countries worldwide and all addresses in the UK. To see
a chart of shipping costs to all destinations pleace click on the link
below. (This chart is a guide only and although every effort is made
to update it regularly, it is subject to change)
Shopping & Shipping To shop for any items from the Kings and Queens Shop
and calculate shipping costs please select a catagory from the one of our Shop
Pages. This will take you to our shopping cart where you can view our
up to date and extensive catalogue of all our products. Add the items
you are interested in to your shopping basket using the The Shopping Basket Page On this page you can alter quantities or delete items from your basket. To calculate shipping click on the "Shipping" button at the bottom of the page. Please select the option"All Shipping"from the first drop down menu. Then select the country, where the goods are being shipped to, from the second drop down menu. Once this has been done the shipping will be automatically calculated for you and shown seperately on the page. If you are happy with the information you can then proceed to the checkout using the button at the foot of the page. If you would like to amend your order please use the back button to return to the Shopping Basket and Shop. You can alter your selections and calculate the shipping as many times as you wish. At NO time is any information transmitted to Kings and Queens until you complete your credit card details further along the checkout process. |
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| How do I use the shopping basket?/How do I shop at Kings and Queens? | ||
| Click here to view "How to Shop at Kings and Queens" | ||
| Can I buy discontinued patterns? | ||
| Unfortunately we are not able to supply items that do
not appear on our website.
For information on discontinued patterns
please contact the manufacturer direct via their web sites |
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| Are the items you sell Seconds or Rejects? | ||
| We can give you an absolute assurance that Kings and Queens only sell the finest quality "Firsts" on our website. Unfortunately there are unscrupulous people out there who sell imitation or "seconds" passing them off as the real thing. WE DO NOT | ||
| Are my credit card details safe? | ||
We use one of the most secure payment methods available on the web. No one, as far as we know, has ever intercepted an encrypted credit transaction or penetrated a secure server and deciphered an account number. The payment page is 100% SECURE - here's how to check: For Netscape Navigator users - You will see a padlock icon in bottom left of your browser. If the padlock is locked, the site is secure. Clicking on this lock gives further Security information about the page. All personal information is transmitted via a SSL (secure socket layer) system. The system uses High-Grade Encryption (RC4 128 bit). Any enquires concerning security should be forwarded to Richard Joyce, who is responsible for the security of the site. You can contact Richard by e-mailing him via the following link |
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| Do you share my details with anyone else? | ||
| We never share the information that you supply with anyone else, either private individuals or companies. | ||
| Do you have a Privacy Policy? | ||
| Yes in accordance with the UK Data Protection Act 1998.
We are committed to keeping your private details private. We only use your information ourselves and never share it with a third party. The information is used to help us to fulfill your order. For more details on our Privacy Policy please follow the links to our Terms of Trade page where our policy is shown in more detail and there is an opt out option for promotional e-mails from Kings and Queens and a contact link for enquires. Visit our Terms of Trade In addition, in response to the drive to increase the protection of personal information on the internet, all sites within the Kings and Queens Group now also carry a Compact Privacy Policy. This policy ensures that there are no hidden elements on our sites that would be capable of invading your privacy. It is a computer readable document which is assessed by the browser, Internet Explorer 6. |
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