IMMEDIATE ORDER ERRORS
> CUSTOMER FINDS AN ORDER ERROR
Suppose you have filled in and sent your order form
and then discovered the next moment that you have
made a mistake. You entered something wrong and urgently
need to change it.
One: DON'T PANIC.
Two: DON'T RE-SEND THE SAME ORDER.
Three: STOP, assess the situation and write
down what you thought was wrong, against it write
down the corrected information.
Four: SEND US A MESSAGE.
Go to the "contact us" link below
and send a message. Do not retype the whole order.
IMMEDIATE ORDER ERRORS >
NOTIFYING US OF ORDER ERRORS
Please enter the following details in your message:
Please state: your name as the
customer, the recipients name, the requested delivery
date, the order type.
Please note: your order number, will probably not
have been confirmed at this stage. Should you know
your number please state this number on all correspondence.
Please state: if you have placed
more than one order at the same time.
Please state: your immediate
contact telephone number (for UK customers only,with
urgent orders.)
Please state: the information
supplied in error and the respective corrected information.
If this information concerns
sending full payment card information you will need
to use our secure server message link, see below.
Otherwise for single unlinked card information and
general information normal e-mail will be ok.
IMMEDIATE ORDER ERRORS >
RESPONDING TO YOUR ADVICE OF ERRORS
Your message will be read, the revised data will be
added to your original order which will be changed
and we will confirm the changes back to you. If we
had already confirmed your order, we would send out
a further reply. If your confirmation was still to
be sent we would add a note about the changes to your
confirmation.
If a problem is discovered and
reported to our office it will be handled as soon
as possible. In the interests of all concerned we
would ask that all customers check their e-mail for
return messages from our office. We will not be responsible
for any delays or complaints resulting where a customer
does not reply or reply quick enough to our messages.
IMMEDIATE ORDER ERRORS >
PAYMENT CARD ERRORS
Please contact us immediately if you realise that
you have incorrectly entered any of the payment card
information.
We will process the cost of your order on your payment
card as soon as possible after the receipt of your
order as part of our order processing.
We find that quite often we
are faced with payment card problems which will not
allow us to fully process an order. It would really
help if you could notify us when you realise there
is a problem rather than waiting for us to contact
you.
These will include the following
typical problems:
Details which are incorrectly
typed into order forms.
Card sales declined by the covering bank.
Incorrect expiry date.
Card number incomplete.
No issue number supplied.
Incorrect card address details.
As soon as we find a payment
problem we will firstly come back to the customer,
by e-mail or phone to check the situation, requesting
further information.
If we require very simple and
unconnected information a reply by normal e-mail would
be ok. If we need a completely new set of payment
details and reply through our secure server facility
will be necessary.
We ask every customer to watch
out for any return messages from our office and to
reply to those messages as soon as possible.
IMMEDIATE ORDER ERRORS >
RECIPIENT ADDRESS ERRORS
If you find an error, with the recipients address,
on your order, immediately after sending your order
please contact us.
We check the recipients address on every order to
make sure that the address is full and correct. If
possible we for most of our orders we like to check
that the recipient appears on our postcode checking
system.
If we find that there are differences
between the information you have supplied and our
information, depending upon how serious the differences
are, we may need to come back to you to confirm the
details.
Please help us to help you,
if we do come back to you with a query, by returning
our message as soon as possible. In the event of no
reply from you when an early dispatch is necessary
we will probably use your address as supplied which
will be at your risk.
When we receive your reply the
updated information will be added to your order and
your order will go ahead. We will reply to you again
if that seems necessary at that time.
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