CUSTOMER INFORMATION We have detailed information below to help you use the Memory Boxes online shop more confidently and effectively. Ordering From Memory Boxes This section deals with order contracts, payment methods, deliveries and how to return or cancel an order. PLACING AN ORDER To order any item from the store simply find the item you want, type in the quantity required (a minimum of 1 is preset) and click on the Add to Cart button for that particular item. You will be taken to a preview page of your shopping basket. Check that the correct item has been added and either wait to be taken back to the store or click on the indicated link. You can either continue browsing in the store, purchase additional items or click on the 'Checkout' button at the top of the page to complete your purchase. You will be taken to the secure pages for details of your payment method. Always check for the closed lock symbol to indicate security. When you place an order to purchase a product from Memory Boxes.co.uk we will send you an email confirming receipt of your order and containing the details of your order. When we are ready to despatch your order we will send another email to confirm our acceptance of your order and to advise that your order has been despatched. If we are unable to provide any item directly from stock we will inform you again by email giving an estimated delivery time for that item. It is therefore important that when you complete your details at the checkout you give us a current and correct email address for all communication. A minimum order value of £5.00 applies. ELECTRONIC COMMUNICATION When you order from Memory Boxes.co.uk or send emails to us you are communicating with us electronically. We communicate with you by email or by posting policies and information on the website. By placing an order on this site you consent to receive communications from us electronically and you agree that all such communications, notices and agreements satisfy any legal requirement that such communications be in writing. This condition does not affect your statutory rights. PAYMENT METHODS You can order online using your credit or debit card. You can also select to pay for your order by personal cheque. Cheques must be received and cleared before any order will be despatched. Please make cheques payable to 'Memory Boxes'. Memory Boxes accepts the following payment cards: • Visa • Mastercard • Solo • Connect • Delta • Maestro We do not accept the following cards: • Visa Electron cards • American Express • Diners Club • JCB The shopping checkout and payment pages will show the closed padlock icon for security. An invoice will be sent with your despatched order. Your invoice will be sent to your customer address even if you have requested delivery of your order to an alternate address. Credit cards will not be credited until goods are despatched. Please note that for your security we do not store sensitive information such as credit card details. You will be required to give your card details each time you place an order. DELIVERY DETAILS We are able to deliver throughout the UK including the Scottish Islands and Northern Ireland. Remote destinations may incur an additional handling charge and we will inform you of any such charges when we process your order. We can't deliver to PO Box addresses. We provide a standard parcel service with delivery usually within 4 working days and between 9.00am and 5.30pm on a normal weekday (Monday - Friday). If you require a Next Day or Weekend delivery please contact Memory Boxes on 01636 830108. If you have not received your goods within 7 days of placing your order and we have not informed you of any delay in despatch please email sales@memoryboxes.co.uk or contact us on +44 (0)1636 830108. We use national carriers for deliveries and a signature will be required. We may deliver small items by Royal Mail. Your order may be delivered in separate parcels or by separate carriers. Please add any special delivery information in the box provided at the checkout. Charges are made for the handling, postage and packing of your order. We do not seek to make a profit from delivery fees. The charges are calculated on the total weight of the items in your basket and the amount is added to your order at the checkout. Delivery charges start from £2.50. A surcharge may be payable for bulky and outsize items. These items will be marked with a red warning triangle. Where there are different priced delivery options available you will be asked to select your preferred delivery method at the checkout. These calculated charges may be different and sometimes lower than the fixed mail order delivery charges. You can arrange to have your order delivered to a separate address other than your customer address. Please select this option at the checkout and enter the new details in the form provided. Delivery charges are made per order to a single address. Redirection to a different address than that provided by you at the time of placing the order and after we have despatched your order may incur additional charges which will be taken from the credit card details provided for that order. The documentation accompanying your order will detail the items despatched and any items to be sent separately. If you haven't received all your order please email sales@memoryboxes.co.uk or contact us on 01636 830108. Rates for bulky and oversized items will be determined by package size. If your parcel has been damaged in transit please see RETURNS AND REFUNDS. PRICES AND AVAILABILITY Minimum orders of £5.00. Prices are subject to stock availability. E & EO. We reserve the right to amend the range of products at any time. We try to maintain adequate levels of stock for all items, however we cannot guarantee availability for any item. We will inform you of any availability problems when we process your order. Any unavailable item will be placed on 'Back Order' and despatched to you when stock becomes available unless you inform us otherwise. CANCELLATIONS, REFUNDS AND RETURNS If after placing an order with Memory Boxes.co.uk you wish to cancel part or the whole of your order and we have not informed you that the item has been despatched, please contact our webline immediately on 01636 830108 and give your customer and order details. Alternately, email sales@memoryboxes.co.uk with details of the order to be cancelled. We will confirm the order cancellation to you by email. If your order has been despatched before we receive your notification to cancel your order, please see below for details on how to return the item for a full refund. We want you to be delighted with any item that you purchase from Memory Boxes.co.uk. However, we understand that you may wish to return an item to us. You can return any unwanted item to us within 28 days for a refund or replacement, as long as they are unused and in their original packaging and condition. Customers in the European Union are entitled to a statutory cooling-off period of seven business days. To arrange a return or refund please email returns@memoryboxes.co.uk or contact our web helpline on 01636 830108. We will ask you for your customer details and the Memory Boxes order number that can be found on the top right of your order invoice. We will issue you with a Returns Authorisation Number. Pack the item securely in the original packaging, write the Returns Authorisation Number clearly on the outside of the parcel and return to: Memory Boxes Marchent House Main Street Bleasby NG14 7GH We will not process any return without a Returns Authorisation Number or where the item has been incorrectly packaged and is found to be damaged upon receipt. We can only offer a refund or an exact replacement for your return. If you need a different item, you need to request a refund and then place a new order. All returns and refunds are evaluated before being processed usually within 7 days. All refunds will be made to the original payment card used. When you are withdrawing from your purchase between the 7 and 28 days after delivery and there has been no error on our part, we will refund only the cost of the item, we will not refund the cost of delivery or other services provided to you in connection with your purchase. If you receive a damaged, defective or incorrect item from Memory Boxes.co.uk please contact us immediately with details. Email returns@memoryboxes.co.uk or telephone the webline on 01636 830108. We will ask you for your customer details and the Memory Boxes order number that can be found on the top right of your order invoice. We will issue you with a Returns Authorisation Number. Pack the item securely in the original packaging, write the Returns Authorisation Number clearly on the outside of the parcel and return to: Memory Boxes Marchent House Main Street Bleasby NG14 7GH If the item was damaged in transit please return to us within 14 days of receipt for exchange. If the item is defective you have the right to return the item within a reasonable period of time. Please contact us as above. If we sent you an incorrect item please contact us immediately. We will send you the correct item as soon as we can. Send the incorrect item back within 28 days of our email confirming despatch of the correct item and we will make sure that you are not charged for it. If you do not return the original item to us within this 28 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order. If you are returning an item that is defective, damaged or incorrect we will refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us. MAIL ORDER You can still order your archival supplies by mail order or telephone and pay using your credit card or by cheque. Contact the webline on +44 (0) 1636 830108 Click Mail Order Form for a printable order form. Complete and send to: Memory Boxes Marchent House Main Street Bleasby NG14 7GH UK PRIVACY POLICY Memory Boxes understand, respect and are committed to maintaining your privacy. Please click on the link above to view full policy details. Customer Support This section outlines our contact details and where to find information on this site. CONTACTING US We sincerely hope that you will not experience any problems when ordering from Memory Boxes. However, if you do have any difficulty with the online service or are unhappy in any way with the products you have purchased, please contact Memory Boxes webline direct on +44 (0) 1636 830108 (answer machine for messages out of office hours). Or email your complaint to custservice@memoryboxes.co.uk so that we can act straight away to put things right. Please quote your order / invoice reference in any correspondence with Memory Boxes. We shall make every effort to answer your query or resolve any problem as promptly as possible. CAN WE HELP? We have included helpful tips and archival information on the shop pages to assist you in choosing your archival products. You can return the main Memory Boxes site by clicking on the [Home] link at the top of the shop pages. From the site menu you can browse for more in depth product information, frequently asked questions and archival guides. To ensure you are up to date with news and product information please go to the What's New page and register for our e-newsletter. To go there now please click here to Return to Main Site SUITABILITY FOR USE Whilst we try to ensure the highest standard of quality in the archival products supplied it is the responsibility of the user to ensure that the goods purchased are suitable for the intended purpose. Gift Vouchers What better gift than to help someone preserve their fondest memories. Memory Boxes are now pleased to provide gift vouchers in denominations of £5 and £10. These vouchers can be used towards any product on the website. Vouchers can be sent, with a courtesy copy of our archival supplies catalogue, to the recipient's address if you so wish, and personalised with a short printed message. You can purchase Memory Boxes gift vouchers by visiting the online store. Gift Vouchers are available in denominations of £5.00 and £10.00. You can choose any amount between £5.00 minimum and £100 maximum. We can post the vouchers to a separate delivery address. Simply select to add a second postage address at the checkout. The invoice will be sent to the card holder's / purchaser's address. You can also choose a free printed envelope to send with your Gift Vouchers. There are three designs to choose from when you purchase your vouchers - New Baby, Soft Blue and Pastels. Plus you can add a short personal message to accompany the Gift Vouchers. Simply type your message in the relevant space on the Gift Voucher page. Each Gift Voucher is printed with a unique Voucher Code. You can submit your Gift Voucher as part or full payment with your mail order form or when ordering online please type the Gift Voucher Code into the correct field at the checkout. The total value of the Gift Voucher will be applied against the total order amount. If your order exceeds the amount of your Gift Voucher, you must pay for the balance with a credit card. The value of the Gift Voucher will be applied to your order total when the order is processed and will be reflected in the final invoice as a cash payment. Gift Vouchers and unused portions of Gift Vouchers expire two years from the date of issuance. It is important therefore that you keep the Gift Voucher Code private as it may be used by any customer presenting the Code at checkout. Once applied to an order the Code cannot be re-used. ADDITIONAL TERMS OF USE Gift Vouchers cannot be used to purchase other Gift Vouchers. Promotional Codes and other Discounts offered from time to time cannot be used to purchase a Gift Vouchers. Gift Vouchers are subject to our standard terms and conditions of sale. Memory Boxes is not responsible for lost or stolen Gift Vouchers. Memory Boxes will have the right to request alternative forms of payment if a fraudulently obtained Gift Voucher is redeemed or used to make purchases through the Memory Boxes web store. The risk of loss and title for Gift Vouchers pass to the purchaser upon our delivery to the carrier (eg. Royal Mail). Memory Boxes reserve the right to amend these rules and regulations from time to time at its discretion and without notification. If you are a course leader, registered member of a family history group or are interested in purchasing archival supplies in bulk from Memory Boxes we are able to offer special product discounts for your students or members. Please use the online enquiry form or telephone +44 (0)1636 830108 for further details. USING A PROMOTIONAL CODE Where you are eligible for a group or trade discount you will be allocated a unique Promotional Code that entitles you to an additional saving on orders placed with Memory Boxes. Your code should be included with each order you place with Memory Boxes for the discount to be applicable. Please use the box marked on the mail order forms or when ordering online the Promotional Code information box at the checkout. The discount will be applied to the product total when we process the order. Terms and conditions do apply. There is a standard minimum order value of £5.00 and the Promotional Code may not be used to purchase Gift Vouchers or claim a deduction against any product already discounted or advertised as a Gold Disk online offer unless otherwise specified. The code is valid for 12 months from the date of first issue.