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How to contact us
Getting in contact with us is easy. Please use any of the following methods which best suits you; however, if your enquiry is urgent, we recommend giving us a call.
- Email: For help or information before ordering, please email us at info@theaccessoryboutique.com or use our online Contact Us form (you can find this on the far right at the top of the page). For assistance after ordering, please email us at orders@theaccessoryboutique.com quoting your 5-digit Order reference number.
- Tel: +44 (0)1284 811428 during normal office hours (Mon-Fri) or please leave a message.
- Or write to us at: The Accessory Boutique, 4 The Wheelwrights, Lower Green, Higham, Bury St Edmunds, Suffolk, IP28 6NL, UK.
How to order
You may order by using our online Shopping Bag via our secure website, by writing to us (mail-order), or by simply calling us with your requirements.
You may also order via email, although we do not recommend emailing us payment details - we prefer to collect these by phone at a time that suits you.
Please note, we do not accept payment by cheque.
How to pay
All orders placed with us are to be paid for prior to the goods being delivered. Payments by credit/debit card are processed via WorldPay (a subsidiary of The Royal Bank of Scotland) secure payment processing, as are any subsequent refunds.
The Accessory Boutique does not offer credit terms, but gift vouchers are available. Credit Notes may also be provided in special circumstances (e.g. where goods are returned for refund outside our usual Returns timeframe) and these would be for the value of the returned goods only - to be redeemed against any future purchase(s), but Credit Notes may not be redeemed for cash.
Credit/Debit cards (Visa, Delta, MasterCard, Switch, Solo and Amex):
If you choose to order and purchase online, your payment is made securely at the time you order via our website. Once you have placed your order you will be taken to the WorldPay secure server to enter your card details and complete the purchase transaction. You should then receive an email from us to confirm your order request (please check to ensure that all the details are correct) and another from WorldPay to confirm your intent to pay by card. Please note that our order confirmation email is not proof of acceptance of your order, neither is the WorldPay email.
You may also simply call/write/email us with your order if this is more convenient for you. Although we are happy to accept orders by email, please do not send your payment details. We prefer instead to accept payment details by phone.
Cheque:
*As of 1st march 2008, we are unable to accept personal cheques as a form of payment, but can accept most Debit or Credit Cards.
Delivery methods and costs
UK delivery:
Orders up to £20 in value:
£2 - 1st Class Under normal circumstances, please allow 5 work days for delivery once dispatched; however Royal Mail do not guarantee a specific delivery date using their 1st class service.
Orders over £20 and up to £89.99 in value:
£4.70 – 1st Class Recorded or CityLink courier: On average, please allow up to 5 work days for delivery once dispatched; however Royal Mail do not guarantee any specific delivery date for this service and Recorded Delivery parcels will only be deemed late or lost after 15 work days from posting. If you need any item urgently, please select our Special or Express Delivery options.
£6.80 - Special Delivery: Once dispatched, your parcel will arrive with you by 1pm the following business day (some remote areas, such as the Scottish Isles may take 48 hrs).
£15.00 – Express service: via Special Delivery or courier (please allow 2 work days for delivery). Valid for orders made before 10am, Mon-Fri. Orders made overnight, during weekends or after 10am weekdays will be processed the next available work day.
Orders from £90 and upwards in value
FREE - by 1st Class Recorded or CityLink courier: On average, please allow 5 work days for delivery once dispatched; however Royal Mail are unable to guarantee a specific delivery date using this service. Recorded parcels are not deemed late or lost until 15 work days after posting, and so for this reason if you need an item urgently, please select Special or Express Selivery options.
£6.80 - Special Delivery: Once dispatched, your parcel will arrive with you the following business day (some remote areas, such as the Scottish Isles may take 48 hrs).
£15.00 – Express service: via Special Delivery or courier (please allow 2 work days for delivery). Valid for orders received before 10am, Mon-Fri. Orders made overnight, during weekends or after 10am weekdays will be processed the next available work day.
*Please note that Royal Mail do not classify undelivered Recorded Delivery items as "lost" until 15 work days after posting, so although they aim to deliver these within 1-2 days from dispatch, please allow up to 15 work days for delivery. Should your Recorded item not arrive within 15 work days (assumed missing or lost in transit), we would of course send a replacement out to you and are always happy to provide parcel reference numbers upon request so you may track your parcel online via Royal Mail´s website. For more information on Royal Mail services please refer to www.royalmail.com
We (The Accessory Boutique) shall cover the delivery costs of all 1st exchanges to UK addresses (no additional delivery charges apply), although additional delivery charges would apply to any subsequent exchanges (exchange #2, #3...).
If delivery of your order (using details you have provided) is ´refused´ , is classed by Royal Mail as undeliverable, not collected, or is returned to us from Royal Mail, then we would need to accept additional delivery costs to to re-send your goods to you to the same or an alterntive location. You may also choose to upgrade your delivery method at this time if more convenient for you.
Delivery within the EU:
Orders up to £14.99 in value - £4.20 (sent by Airmail)
Orders from £15.00 to £49.99 in value - £9.00 (sent by Airmail service)
Orders from £50 and upwards in value - £12.80 (sent by Airmail service)
“Rest of World” - International Delivery:
Orders up to £100 in value - £15.95 (sent by Airmail)
Orders from £100 - £199.99 in value - £18.50 (sent by Airmail)
Orders from £200 - £299.99 in value - £22.95 (sent by Airmail)
Orders from £300 - £399.99 in value - £25.00 (sent by Airmail)
Orders of £400 and over – please contact us for a shipping quote
*We reserve the right to refuse any order where we feel the International shipping costs (or potential return costs to our customer) are inappropriate to the order value.
Exchanges and the return of dyed goods to addresses outside the UK will incur additional delivery costs, so please see the above pricing.
The total order value does not include delivery costs but can include dyeing, bleaching or made-to-order costs.
A signature may be required on delivery for all orders over £20 in value, so please bear this in mind when ordering as we are unable to change delivery addresses once an order has been dispatched to you. You may give us an alternative address to your own (e.g. work, a friend or neighbour) if this is more convenient for you. If you wish us to obtain the correct delivery address before dispatch we would be happy to do so: simply annotate on the Order Form (in the ´Comments´ box) that you wish to be emailed/called beforehand to obtain the appropriate address for the day your parcel should arrive with you and we’ll be in touch. We cannot deliver parcels to "PO Box" addresses, so please make sure you provide a proper street address. Please also note that you shall be responsible for any items signed for at the delivery address you have nominated, regardless if you have not signed for the parcel yourself.
Please note we cannot be held liable for any delays caused by strikes or events beyond out control (including but not limited to fuel strikes, postal strikes, customs clearance or overseas postal clearing times).
Unless otherwise stated, we aim to dispatch all items within 5 working days, although most items in stock are dispatched sooner. Once dispatched, all orders over £20 (UK delivery) are delivered by 1pm the next day and we will notify you by email so that you know your goods are on their way. If your parcel (over £20 value) has not been delivered as specified, please let us know so that we may trace it for you.
Any delivery timescales are provided as an estimate and are subject to stock availability. Rest assured that if for any reason an item you have ordered is temporarily unavailable, we will contact you with an expected delivery date and keep you up to date on any changes should they occur. Should you decide not to wait for the items to come into stock, you may choose to cancel your order and request a full refund or change your order.
Need an item urgently? If you need help with getting an item to you sooner than our standard expected delivery (which is within a week) - please Contact Us. We shall do everything we can to help!
Orders from outside the UK:
Please refer to the above shipping prices and note that all non-UK delivery costs provided by us only cover the dispatch of goods to you - they do not include any duty/taxes or additional charges that may be required to be paid by you upon delivery. These charges cannot be calculated by us and shall remain your responsibility to pay upon delivery.
Delivery timings can vary per parcel. We sadly are unable to guarantee a specific delivery date as local postal services and customs clearance timings vary per destination, although we expect most EU or International parcels to arrive within a week from dispatch. You can find more details on overseas delivery timings via the Royal Mail website. If you require urgent shipping to meet your requirements, we would be happy to provide a shipping quote using a courier (e.g. FedEx or UPS) by email so please do not hesitate to ask.
Returns Policy
We are happy to replace/refund most accessories and shoes provided they are returned to us in the same perfect condition that they were despatched and in their undamaged original packaging (including all enclosed parts e.g. shoe bags, filling, tissue paper and fabric swatches).
Distance selling regulations state that you are legally entitled to be able to cancel your order with us within 7 days receiving the goods (some exceptions do apply, please see below) and we reserve the right to refuse a cancellation (refund) outside this time frame. We require all goods to be returned to us within a further 3 business days, so please ensure your unwanted goods arrive back with us within 10 work days from delivery.
All goods returned to us for refund or exchange must arrive back in perfect condition. Requests for refunds, exchanges or cancellations shall not be entertained if the items are returned to us unfit, used, worn or customer damaged. Signs of wear include but are not limited to: scuffed soles, toe imprints, creased or marked uppers or soiled insoles, jewellery tags removed, hairspray or perfume tarnishing. Items returned to us in an unfit condition may be returned to you (normally at our cost, but only once we have been in contact with you and you agree to take delivery of them), but where disputed or refused, the items will be held for 4 weeks before being destroyed.
Please do take extra care of all goods to ensure they remain in the same perfect new condition as dispatched, unless you have decided to keep them as failure to do so will be classed as your acceptance of the goods.
In the unlikely event that an item delivered to you arrives faulty or damaged in transit please notify us within 3 business days, so that we may arrange a replacement and the return of the faulty goods to rectify the situation.
Please also read our special notes for International Returns if you are ordering from outside the UK.
We regret we are unable to refund postage and packing unless the items are found faulty and are being replaced - in this case we shall cover any costs of returning the items and replace them for you. Should you require a refund only, we are not able to refund the delivery costs, only the value of the unwanted goods that are being returned to us.
To return an item to us for exchange or refund
- Simply tear off the Returns Slip from the letter enclosed with your goods - do make sure to annotate if you need a refund or exchange (and if so, what size/colour/style) and return by post using the address label provided.
- We recommend using an insured signed-for service (such as Recorded Delivery or Special Delivery) as these will compensate you should your parcel be lost or damaged in transit.
- Please also ensure any unwanted items arrive back to us within 10 work days from the day after delivery with you (the "cooling off period").
Refunds shall be for the cost of the goods returned (with the exception to 2nd and subsequent exchanges of an order where the additional delivery will be deducted - only if it has not been collected previously). We are unable to refund the delivery fee paid for the original order or the costs of returning unwanted items to us. Please see special terms for bulk orders (see below). Due to the volume of enquiries we deal with on a daily basis, we don´t confirm receipt of returned goods; however once your refund has been processed you will receive an email to confirm the refund for your own records.
Should you require an exchange, no further charges are made unless the exchanged goods are of a higher value (the 1st exchange is also dispatched free of charge to UK addresses) - any additional payment would be accepted by phone as we do not hold card details on file, for security reasons - but as a good will gesture we normally waive this and only charge the additional delivery if the subsequent exchange is returned also unwanted (it will then be deducted from any refund). We don´t usually confirm receipt of returned goods for exchange; however your replacement goods should arrive with you within a week. If your replacement items do not arrive with you as expected, please let us know so we can investigate for you just in case your return items failed to arrive with us safe and sound.
Provided any unwanted goods arrive back with us within 10 work days from delivery to you and in the same new and perfect condition as dispatched, we are always happy to exchange them for an alternative which we hope you´ll find far more suitable.
We send out all 1st exchanges free of charge Mainland UK orders, so although the cost of returning an item to us is your own to bear, you would not pay any additional delivery for the 1st replacement.
Delivery of all exchanges is usually within a week from receipt of the unwanted goods; however if you need your exchange urgently, please request ´Express´ on your returns slip (this is £15 per order, not per item) and we will deliver your replacement goods to you within 2 business days of receipt of the unwanted items. An alterntive delivery address may also be requested by phone, email or in writing via the Returns Slip.
Thinking of ordering several items to compare?
We want you to order with confidence. Although we´re happy to accept orders to compare styles, it is our policy to ship a maximum of 2 for comparison purposes (orders of more than 2 pairs shall not be fulfilled, but may be amended by you). We will not however ship the same item in 2 different sizes or 2 different colours, so please order with confidence. If you´re at all unsure, please do get in touch and let us help as we can accurately advise on size and have free fabric swatches to help you compare colours before ordering.
Please note that we reserve the right to refuse any multiple order we feel would lead to unecessary return postage costs to our customers (as returns are at your own cost) and treat multiple pairs of shoes as individual orders (i.e. ship seperately rather than in a single parcel).
We also reserve the right to refuse multiple pairs of the same shoe in different sizes or colours, for comparison purposes. Please order with confidence and ask us if you need help choosing the best size or colour (we can provide swatches to help you pick the best possible colour match to your wedding gown) - remember, if the size does turn out to need refining, we´ll send out an exchange within the UK free of charge!
If you simply must see and try multiple shoes, we´d be delighted to refer you to a local stockist of the shoe(s) you are intersested in.
By what method should you return items to us?
Please use whatever method you feel appropriate; however we recommend that you use an insured service (such as Royal Mail´s "Special Delivery" for those within the UK) to cover the value of any items you return to us and guarantee delivery speed as we cannot be held liable for any parcels that we do not receive or arrive past the timeframes explained above (items must arrive back within 10 work days from delivery to you). Insured services will also compensate you for any losses or damage. Proof of postage does not guarantee delivery nor does it protect you from losses, delays, or damage to the parcel during transit.
Please note: we are unable to accept exchanges or refunds on the following items (unless found faulty):
• All FootPetalsTM products - due to hygiene reasons, unless found faulty.
• Pierced jewellery items (e.g. earrings), Lingerie - due to hygiene reasons, unless found faulty.
• Made-to-Order, Special Order or Bespoke items - those custom made for you. This includes items dyed for you, customised products, any item made to your own specification or items ordered for- or made-to-order especially for you (this shall be stated on our website in the particular item´s full description).
Refunds are made by the same method of payment used to purchase from us and please allow up to 28 days (from our receipt of your unwanted goods or date of order cancellation) for your refund to be completed (an email receipt will be sent to you to confirm this for your own records). Orders paid for by debit/credit card are refunded back to the same card. Orders paid for by cheque are refunded by cheque drawn off of The Accessory Boutique.
Orders (or part-orders) paid for by Gift Vouchers or Credit Notes shall be refunded by a replacement Gift Voucher or Credit Note and will not be redeemed for cash.
Your statutory rights are not affected by The Accessory Boutique´s returns policy.
SALE GOODS
Unless otherwise stated, all items in our sales are new, perfect and covered by the same full Returns Policy as our normal priced items.
Sale goods may be returned for refund should you find them unsuitable in any way (in accordance with our Terms and Conditions). Exchanges may also be available (at the same sale price), but only if the replacement item you require is also available in our sale.
International Orders & Returns
We are happy to accept International orders, although delivery charges vary according to the country you´re in and the total order value. Based on our experience, we find most International and EU orders arrive within a week (once despatched); however our standard shipping does not provide a guaranteed delivery date.
We reserve the right to refuse any order which we feel is in appropriate (e.g. orders where the shipping cost is not in proportion to the order value).
If you need an item urgently, please Contact Us so we can provide you with an alternative shipping quote using a courier service (such as FedEx or UPS) who will be able to guarantee delivery on a specific date.
Please note: you will be responsible for any duty/taxes due on the delivery when it reaches you. We are not able to give quotes on how much, if any, these duty/taxes will be as it varies per parcel and per customs verification when it arrives in your country.
Our products are all shown in £´s (Pounds Sterling) inclusive of VAT (the current rate of 15%). Although we are happy to accept international credit cards for payment, remittance to us is in Pounds Sterling. Unfortunately, we are unable to accept cheques or any other financial paper in currencies other than £´s (Pounds Sterling) that clear through the UK. Your bank/card company charges you their rate of exchange and we have no control over their rates, fees or commissions charged to you for the transaction that then appears on your statement. Should we refund monies to you for returned goods, we shall refund the amount of £´s (Pounds Sterling) paid for the unwanted items. We have no control over any rate fluctuations should there be a difference between what was paid by you (in your country´s currency) and what is later refunded to you by your bank/card company. We also have no way of verifying the local currency amount you were debited/credited by your bank, only the £´s Sterling amount for the transaction.
For International Returns:
In addition to the instructions given in our Returns Policy, when sending back your item(s) in their original undamaged packaging, please mark clearly "Returned Goods" on the outside of the package so that extra import duty does not need to be paid upon it´s return back into the UK. We will not accept any parcels that result in us having to pay duty and for this reason, we do not accept any parcel from FedEx (as they charge duty/tax after delivery rather than upon delivery) so please choose an alternative method if you wish to use a courier.
We are also obviously more than happy to either refund or exchange items for our EU and International customers; however we would need to collect additional delivery costs for each exchange (that is per order, not per item) which would be at the same rate as originally paid.
UK Law
Although we are happy to accept enquiries from customers outside the UK, please note that use of this site is and its Terms and Conditions are governed by UK Law. We have taken every care to explain all terms governing ordering, payment, delivery, refunds/exchanges, ways to contact us, your right to cancel your order, and our privacy policies in accordance with current DTI e-commerce, distance-selling regulations and the Data Protection Act. We reserve the right to amend these Terms and Conditions in order to keep in line with any government changes made to these regulations in the future.
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