Cromwells aims to provide a complete, prompt and personal service. Our business and reputation has evolved through looking after our clients. We aim to provide the same quality of service through our web site. As such our web site needs to meet with minimum legal requirements, standards we feel we will both meet and surpass. Our on-line policies will be under constant review to enable us to maintain the level of service we already offer our customers. Delivery is normally 28 days. However in peak periods this may extend to 6 weeks. If delivery is longer than 28 days we will email you and offer you the option to cancel the order. If you need the plaque for a special occasion e.g. a birthday, please e-mail us so we can let you know if we're able to meet your deadline. Customer Support and Service You can call our customer support and service number between 9.00am and 9.00pm UK time Monday to Saturday with you product questions or enquiries. If we are not in our answerphone will pick up your message. Calls are charged at normal UK landline rates from whichever provider you use for your call eg. BT. Telephone: 01947 881089 Internetional (+44) 1947 881089 Fax number for customer service and support is 01947 881093. Please note for callers outside these hours there is an answerphone service. Alternatively you can E-mail directly on info@cromwellsplaques.com Complaints Procedure In the unlikely event of a complaint against Cromwells we will do our utmost to deal with it quickly, fairly and effectively. We will acknowledge your complaint within 3 working days, by E-mail or telephone and will then inform you of how long our investigations will take to resolve your complaint . We will always resolve any complaints in writing with our customers. You can E-mail your complaints direct to: complaints@cromwellsplaques.com Privacy Statement. Cromwells do not send out marketing material and as such there is no need for you to be able to opt out of any marketing initiatives. We only collect data from people who place orders and then we do not use this for any other purpose. If you have any privacy questions please contact us at: privacy@cromwellsplaques.com - How we keep and use your personal data. We keep paper and computer records that may hold personal data about you. This may include some or all of the following: Name Postal address Telephone number Email address Credit card number used to order Details of previous orders As a matter of company policy, we NEVER pass or sell personal customer data to any third party. Due to this policy we are exempt from registering under the UK Data Protection Act. Any data is held purely for our purposes alone. Cancellation rights The Consumer Protection (Distance Selling) Regulations 2000 dictate that we are a special case as our goods are made to your personal specifications and as such you do not have the right to cancel Key Facts Page 14. 6 Exceptions to the right to cancel 6.1 (c) goods made to the consumers specifications or clearly personalised. Security statement. It is very safe to shop at Cromwells for the following reasons. When you come to pay for the items in your shopping cart you will click on the 'Add to basket now' button you will get a message from your computer indicating you are about to be transferred to a secure server. When you click on yes to purchase the item the small padlock image will lock in the bottom right of your monitor to show you are on a secure server and the web address at the top of the page will begin with https:// , the 's' again showing you are on a secure server. A secure server means you are sending your details using SSL- Secure Socket Layer technology so no-one can intercept you card details. When you come to pay and you click on the ' Send Order ' button you are again sending your details on a secure server. No-one can see or intercept your card details. The Demon servers sit behind high security 'Firewalls' to protect your data and are situated at 'Web farm' where all data is protected and securely backed up for your protection. Terms and conditions. Your statutory rights are not affected. Is it safe to pay by credit card over the web? YES we take security very seriously, all details are sent encrypted by industry standard SSL encryption. I am still not sure, do you offer an alternative way to pay? YES of course we do! You can Phone us, Fax us, or send your details by post. We need your card number, expiry date, and if paying by Switch, the issue number. You can also contact us and arrange to pay by cheque. Do you accept personal cheques? We accept cheques drawn on a UK bank for £ Sterling, allow time for clearance Can you send goods to Russia or the former Eastern Block? YES But we require payment by international money order first! Sorry no credit cards. All import duties etc. are the responsibility of the purchaser. I intend to try to buy goods with a dodgy credit card, will I get away with it? NO! we use quite advanced techniques to protect ourselves from this type of scam. you won't get the goods but you probably will get your collar felt. Please save us both the effort.