TERMS AND CONDITIONS OF SALE,
postage, packing, payment, cancellations, returns
etc.
BY
PLACING AN ORDER YOU AGREE TO OUR TERMS - SO WE ASSUME YOU
HAVE READ THEM!
This is not just the usual legal
stuff.
This is USEFUL
INFORMATION FOR YOU, UNLESS YOU LIKE
SURPRISES!
Let me explain our terms and
conditions, briefly:
Your statutory rights are not
affected by these terms.
METHODS OF
PAYMENT
ALL PRICES ON
THIS WEBSITE ARE IN BRITISH POUNDS
STERLING!
You will find a
link to a currency converter on all the catalogue
pages
Debit or Credit card is
preferred if you want immediate despatch.
We Accept most credit/debit
cards including VISA, MASTERCARD, MAESTRO, SOLO and
Visa ELECTRON. WE
CAN NOT ACCEPT MAESTRO INTERNATIONAL UNLESS THE CUSTOMER IS
PRESENT TO USE THEIR PIN NUMBER.
We accept UK sterling cheques drawn on a UK bank,
UK sterling Postal Orders and UK sterling
cash. We also accept International Money Orders IN
POUNDS STERLING.
WE DO NOT USE PAYPAL! The charges
placed upon us by Paypal would mean we had to increase our
prices to customers. Paypal's security and purchasing
protection policies are only guaranteed for buying on Ebay
and since our own mechant account with Streamline (biggest
card processor in the UK) has extremely good security
policies we prefer to use them!
If you don't use a credit/debit
card, your order will be delayed by the amount of time it
takes your payment to reach us and be cleared. If you send
cash, please use Special Delivery as it is the only delivery
service that guarantees delivery of cash and insures you
against its loss. If cash fails to reach us we will not be
held responsible and will not post any goods!
Place your order using the web site
order form where you can specify your method of
payment. When you receive our confirmation by e-mail,
unless you pay by card write our Order Number on the back of
your cheque and post it to us with your full name/address
details. Make cheques payable to The
Stick Man please.
NO foreign
cheques without prior arrangement
(that includes no USA checks). If you do use foreign cheques
you will have to include bank fees because our bank charges
us a minimum of £15 GBP to cash them and BIG delay to
clear them.
NO
Eurocheques or foreign currency
unless agreed beforehand.
If you DO NOT pay by card we will
not send out any goods until payment is received.
Unfortunately we get a few hoax orders so if payment does
not reach us within 14 days (from date of order) your order
will be cancelled.
If you DO pay by card and it is
Declined by your card company or bank we will email you as
soon as we find out - usually the day after you place the
order. PLEASE
CHECK YOUR EMAILS FOR A FEW DAYS AFTER YOU PLACE THE
ORDER. If you fail to
respond to our email your order will be cancelled within a
week.
If you are ordering very small
amounts (under the minimum £5 charge) we are willing to
accept UK postage stamps or cash, but contact me first. It
is simply not economically viable to process orders for tiny
amounts.
Convert
to your currency
PAYMENT /
ORDERING
We use a secure server to take your
payment details. It needs three passwords to access your
data and nobody but us knows the passwords. We treat your
information with the utmost care and we do not pass it on to
anybody else.
Your credit card
details CAN NOT appear in any email
message. They remain on the
secure server until we process your order. An email copy of
your order and name and address (and delivery address) will
be returned to you WITHOUT credit card details. Please check
the details and TELL US immediately if you've made a
mistake. Check that the numbers of items on the order are
correct - we get a few orders where customers have ordered
the same item twice without realising it! If you don't
receive e mail confirmation then you may have given an
incorrect e mail address or your spam filter may have
mistaken our reply for junk mail! This is particularly a
problem with AOL users!
If you are not sure what you need,
read our various web pages first then use e-mail to ask a
question if you can't find the answer.
ENGLISH LAW APPLIES TO ALL
CONTRACTS.
POSTAGE, packing
and handling 
is not included in the catalogue
prices. The minimum is £3 for UK First Class. Our
"Shopping Cart" will calculate the postage and packing for
you before you place your order. Simply add what you want to
the Shopping Cart, select the shipping destination and click
the "Recalculate" button. There is NO obligation to buy at
that stage.
We normally read orders first thing
in the morning (7 - 8 ), and again at lunch time and in the
evening and post them as soon as possible (unless we have to
make items not already in stock). If you order during the
night we will endeavour to post items the following
day.
Please
note: Customers outside the UK may be required to pay
additional shipping surcharges in addition to those
estimated by the "shipping calculator", local taxes or
import duties. The Stick Man has no control over these and
can not be held responsible if you have to pay
them!
Also look at the Postage
Page and the
FAQ
Page
Value Added Tax
(V.A.T.)
We charge VAT at the current rate of
17.5%.
If you live outside of the UK or the
EEC you may be entitled to a refund of the VAT. It costs us
extra time and accountacy fees to process non-VAT
transactions so we normally only give VAT refunds to
customers who spend over £50 (exc tax and shipping).
THE TAX WILL APPEAR ON YOUR ORDER FORM BUT WE WILL DEDUCT IT
BEFORE CHARGING YOUR CARD.
RETURNS -
as
covered by The Distance Selling Regulations
1998
You have the right to return
unwanted "off the shelf*"
goods to us for refund, provided that you ordered from us
via this web site and provided that you TELL US within 7
days of receipt. YOU HAVE 28 DAYS TO RETURN THE GOODS BUT
MUST TELL US YOU ARE CANCELLING WITHIN 7 DAYS. Please be
sure to pack goods adequately, include your full details,
and we recommend you insure them in case of loss or damage
since we will not be liable unless we receive the goods in
"as new" condition. You will receive a refund (normally
directly to your credit card) excluding our original
cost of Postage, Packing and Handling (unless you are
returning goods that we sent in error, in which case P+P
will also be refunded). If we have already made or started
to make a stick or other item for you then you will have to
pay for it - unless we can find another buyer within a
reasonable amount of time. In this case we may charge a
cancellation fee. If we have gone to extra expense to make
or obtain any item especially for you then we may also
deduct an additional charge to cover this. A fee of
£1 is charged to cover the cost of a card refund
(this is charged to us by the card company).
IMPORTANT
*Sticks
or other items that are made to your
specifications are NON-RETURNABLE. By
pre-ordering such an item you agree to this condition. Such
an order may be cancelled at any time before work on the
order has begun, but a cancellation fee of £20 may be
charged. Once work has begun, you must pay in full for the
work. Please understand that each custom-made stick is made
by hand - we can not press a button to make another one
appear at once! If we make a stick especially for you then
you must pay for it and no refund will be given!
BOOKS CAN NOT BE
RETURNED!
Regarding Carved Animal sticks made
to order, it is almost impossible to get a carving to look
exactly like a photograph - though I do my best! The
final appearance is limited by my skill, your photos and by
the materials used (wood grain, paint etc.). "Artistic
licence" must be accepted in that the stick will have an
appearance similar to the photograph but may not be
identical.
Lastly - it would help us
tremedously if customers could tell us what they want - many
items, such as horns,shanks and naturally grown sticks vary
considerably and we have to guess what sizes and shapes are
required if we are not told! We get very few items returned
but most of those returns could have been avoided by a few
simple intructions from customers!
EXPORT
As far as possible, we ship items
anywhere in the world.
CARRIAGE AND
INSURANCE
Goods are not normally
insured during transit unless you specifically request it in
writing at the time of ordering. Damage Insurance will be
forfeit if you or your representative sign for goods as
"received in good condition". Do not sign without inspecting
contents, even if this delays the delivery driver. His
schedule is not your problem. If thorough inspection is
impossible, endorse the form with "NOT
INSPECTED".
Most small orders are shipped by
normal UK First Class Post or overseas by Airmail unless
otherwise requested by you.
Insurance charges are normally in
addition to the quoted amounts but if the fee you have paid
is sufficient to cover it, we may use a priority service
(signed for). Where items are not insured against loss or
damage, reimbursement will be limited to whatever the
carrier company agrees to pay us. In the case of damage, you
agree to assist us with any reasonable request which may
include the return of damaged goods/packaging or a
photograph of it.
Carriage/postage charges may vary
in some circumstances because it is impossible to work out
exact prices, especially for international shipments, but we
will tell you if it is necessary to increase the total by
more than 10% before we ship your order. If you select a
cheaper shipping destination than your own - either by
mistake or in an attempt to unfairly reduce the cost - then
we will normally use the correct price and charge you
accordingly!
The Shopping Cart has no
"intelligence" and uses a simple look-up table to make an
estimate of the shipping cost. For some orders this will be
much too high or too low. In such a case, we will advise you
of the actual cost by email and give you the opportunity to
accept or cancel. We will not enter into negotiation over
this. Our intention is not to make a profit from the
shipping; we simply charge what it costs. If you can not
afford what it costs, we will accept your cancellation with
good grace and wish you luck in finding an identical item
elsewhere.
If you send items to us we strongly
advise you to use a service that requires a signature (eg.
Royal Mail Recorded Delivery for low value items) and insure
expensive items using "Special Delivery" for example. If you
use "Parcel Force" ask for "Compensation Fee" insurance. We
will not accept responsibility for items lost on their way
to us.
PRICES
are listed in the web site
catalogue. Many prices are discounted in the online
catalogue and ONLY apply when ordered ONLINE. If you
telephone an order or send it in the mail then the discounts
may not apply - it takes us much longer to process these
orders than it does to take online orders and we encourage
you to take advantage of the discounts by ordering online.
We do not have secretarial staff to take orders so every
time we have to stop making sticks to answer the phone it
costs us money!
If you give incorrect
information - such as name/address, telephone number, e
mail address or card details and we have to 'chase' you to
get them corrected then it costs us in wasted time. We
reserve the right to cancel any online discounts or charge a
reasonable fee to cover our expenses in these
circumstances.
To see prices AND pictures AND
descriptions, look at the appropriate online catalogue
pages.
AVAILABILITY
The presence of an item in our
catalogue or web pages does not constitute a promise to
supply. Items may be out of stock or may have been deleted
from our range. While we will do our best to supply any
available item in a timely manner there will be occasions
when we are unable to do so. However, most items listed are
available immediately or within two or three weeks. We do
our best to delete items which are not available and will
always notify you if you have to wait more than the expected
time. Very occasionally we may buy in stock from other
suppliers if our own stocks are depleted - we will endeavour
to find items as similar in appearance and performance as
our regular items but if these are not what you want you may
return them for a full refund.
Cancelled
Orders
If an order must be cancelled please
use our e-mail form and include your Order Confirmation
number. If the order is cancelled before it has been
processed then there will be no charge. If your card has
been processed or a cheque paid into our bank then we will
charge a Refund Fee of £5 to cover our own
costs.
If the order has been packed then
the stamps and packaging will be wasted and these might be
charged for, together with a handling charge for time
required to put items back into stock.
If the order has already been posted then it can not be
cancelled and our Returns policy applies (see
above).
If part of the
order is missing when the package arrives
Please get in touch with The Stick
Man immediately. See E-mail
page.
If the
Invoice is missing
We may post the invoice separately
and you should receive it within a couple of days. You
should have received a copy by e mail anyway - assuming you
gave the correct e mail address!
If part of the
order is damaged
If the contents are damaged you must
advise The Stick Man by e-mail immediately and return them,
carefully packed, with the original packaging
enclosed so that we can claim against the carrier service.
If you do not return the packaging, we will not be able to
claim. Please contact The Stick Man before returning
anything. Where a delivery by carrier needs a signature on
receipt you must not sign unless you have inspected
the contents! Be sure to tell anyone that you delegate to
accept the delivery on your behalf. A signature indicates
that you have received everything listed on the
Delivery Note and that there is no damage. (See
Carriage & Insurance notes, below).
Note: Packaging will often become
crushed during postal handling. This is to be expected. The
packaging is there to protect the product and, provided that
the product itself arrives in good, usable condition, such
cosmetic damage to the packing does not constitute a reason
for rejecting, returning or requesting a
discount.
If the order does
not arrive quickly
If your order does not arrive within
a reasonable time (the average delivery times for different
types of item will be quoted at the top of your invoice)
then you must inform The Stick Man, including all
relevant information. If you leave it too long before
informing us then we may not be able to claim from Royal
Mail or the carrier company and you agree to indemnify
us for our uninsured losses.
If within a reasonable time please
check with your local Royal Mail Delivery Office (this is
often not the same building as your post office) to see if
they are holding it for you. They are supposed to leave a
card but that doesn't always happen (the postman may have
run out of cards or it may have floated under your carpet or
into a black hole!)
Orders to some countries may take up
to three weeks to arrive. This is normally due to Customs
delays. (In Spain it's due to the "mañana" culture!).
If we use "International Signed for" (at extra cost) we will
be able to tell you when the package left the UK but we can
not track an order outside the UK unless you pay a lot extra
for a trackable delivery.
Special Delivery (GB only)
guarantees delivery by 1pm next working day, provided
that the package is mailed before noon on the day, the
address details are correct and there's someone at the
address to sign for the package. You'll often receive the
package next day (Saturdays cost extra) even if we post it
well after noon, but Royal Mail can't guarantee it so
nor can we. In the past, the reason for nondelivery has
invariably been that nobody was home or the postman was
unable to get a reply at the door. We've had a couple of
instances like this where the spouse was left at home to
take delivery but "popped out to get milk" or "heard the
doorbell but was in the bath". For Special Delivery PLEASE
ask us for the "SU" number as this will enable you to track
your package on the Royal mail web site. http://www.royalmail.co.uk/
If your order doesn't arrive
by 1pm, please ring your local Royal Mail Delivery Office
and quote the SU number.
In all cases, if a delivery is
attempted by the mail or delivery service and the package is
rejected (assuming it goes to the address you gave us) we
accept no responsibility if the package is then
lost.
Whenever you contact us about an
order PLEASE include full details including your
name, postcode and our order confirmation number. It also
helps us to locate the order if you can give the exact (or
approximate) date you placed the order. If you don't
give us details then you can't expect us to trace the order
or Returned goods (especially if you keep us hanging on the
phone with customers queuing at the counter while you wander
off to look up your postcode).
Chase
Us!
We don't mind being chased for
orders - in fact we positively encourage it. If we've
forgotten to post something or if you think it's been lost
PLEASE tell us right away! But read the paragraph above
first. If it is still within the normal delivery time given
for your item and you keep pestering us then we do not
appreciate it!
IF YOUR ADDRESS
IS INCORRECT
If the address you give us is
incorrect in any way and causes us to incur additional
delivery charges then you agree to reimburse these
additional charges. Carrier companies often charge up to
£25 for redirecting a parcel sent to the wrong depot so
please be sure to give the correct post code and house
number. Make sure you use capital letters for postcodes as
typing l instead of L, for example, can be mistaken for a 1
(one). Please also ensure that the address you type in the
order form is the actual DELIVERY address where there will
be someone present if a signature is required. You can, for
example, use your office address or a local shop address for
delivery and type your home address in the card holder's
address space. If you give an incorrect address and your
package is "lost" then no liability can be placed on us for
nondelivery.
IMPORTANT: If your INVOICE ADDRESS
is NOT the one listed for your credit card (particularly
correct house/flat numbers and Post Code) you must contact
your card company and inform them of the alternative address
before placing an order, otherwise your card payment may be
refused.
IF YOUR PHONE
NUMBER IS MISSING FROM THE ORDER
We will not normally phone you
except to discuss your specific order - such as to inform
you of any items not in stock, or if your payment card
details are wrong. We will certainly not make unwanted
marketing calls. However, the carrier companies may insist
on having a phone number so that their driver can contact
the delivery address in the case of delays or if he gets
lost. If you fail to provide a correct phone number, we may
simply refuse your order. If the order is accepted but
delivery is late or impossible, we will not accept
responsibility if you failed to supply a working DAYTIME
phone number for someone at (or with access to) the delivery
address.
Email
Index
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