Making a purchase could not be easier. Choose the products you wish to purchase by browsing the website using the product categories or search facilities, and add any items that you wish to buy into the shopping basket.
As you add each item to your basket, you will see the shopping basket (at the top right hand side of the page) re-calculates the total. You can easily edit or delete items from your shopping basket by clicking on the ‘Shopping basket’' icon (at the top right hand side of any page) at any time. After you have finished your selection, click on 'Checkout'. If you are a new online customer you can choose if you wish to create an account, or checkout as a guest.
If you are an existing online customer you will just need to confirm your email address and password to proceed.
When you place an order online with this site you are making an offer to buy goods. We will then send you an email acknowledging that we have received your order, confirming the contents of the order, you will subsequently receive an email advising you when the goods have been despatched. All orders are despatched with a hard copy of the VAT invoice included
If you have any problems at all with the site or would like some help or advice, just click on the contact us link, call us on 01494 772 956 or email: firstname.lastname@example.org
Q. How will I know if my order has been received?
A. You will receive an acknowledgement email shortly after placing your order.
Q. How do I get a VAT receipt?
A. An invoice will be sent with the goods, which confirms the price of the goods the VAT and Carriage charge. Please keep in a safe place, in case you need to return anything.
Q. What is the VAT rate used on the Practical SurfaceWare website?
A. All prices displayed online will include the current VAT rate which is now 20%. The VAT rate and charge will appear on your delivery invoice. Orders sent outside of the EU will be VAT exempt and always subject to a postage and packing charge plus any local duties and taxes payable.
Q. When can I expect to receive my order?
A. Orders received before 1pm will be despatched same day - working days only - excludes Weekends & Bank Holidays. Standard Royal Mail delivery usually take between 2 - 5 days. The Courier Delivery is a Next Working Day Delivery,for UK Mainland postcodes Excl. Scottish Highlands & Islands, Channel Isles, Isle of Man and Northern Ireland, which is a 2 working day delivery. Please note: Courier Next Working Day Delivery does NOT include delivery on Weekends or Bank Holidays. Orders received after 1pm on Friday, will not be despatched until the NEXT WORKING DAY. Please see the ‘Delivery & Returns’ page for full details.
Q. Is the site secure and is my payment protected?
A. Yes, SagePay is our payment service provider. Thousands of businesses outsource their transaction security to SagePay (previously known as Protx). It is their top priority to ensure that transaction data is kept secure at all times. The site is encrypted through Thawte: An SSL certificate is a bit of code on your web server that provides security for online communications. When a web browser contacts your secured web site, the SSL certificate enables an encrypted connection. It’s kind of like sealing a letter in an envelope before sending it through the mail. To view the Thawte certificate you can click on this link, which is only issued to accepted Thawte secure sites, and confirms the validity for the Practical SurfaceWare site.
Practical SurfaceWare are also fully PCI/DSS Compliant. PCI/DSS is the Payment Card Industry Data security Standards, a set of standards which aim to ensure that all merchants accepting card payments are conducting business in a secure manner. Compliance with PCI/DSS standards is mandatory for all merchants accepting credit card payments. Trustwave is the leading provider of PCI DSS Compliance validation certification, by clicking on the link below, Trustwave can confirm compliance certfication.
Q. What should I do if my credit card is refused whilst ordering?
A. You will need to contact your credit card provider or use an alternative method of payment.
Q. When will the money be taken out of my account?
A. We only charge your credit or debit card with the goods and carriage when the order is accepted and we charge only the value of the goods and carriage, which are sent.
Q. By which method can I make a payment online?
A. We accept all major credit / debit cards.
Q. Can I pay for goods by cheque?
A. We do accept cheques for orders from within the UK and in British Pounds only, the goods will be despatched when we have received a written confirmation of the order and the cheque has been cleared. Please put your name and address details on the reverse side and send it with your order.
Please call our helpline if you need help to place the order: Tel 01494 772 956, or use the contact us form on the site. If you are ordering from a country outside the UK, please contact us first to get a postage and packing quote.
Q. If part of my order is out of stock, do I need to pay extra for another delivery?
A. We will email you to offer you the option of either waiting until the whole order is complete or accepting the immediately available goods. You will not be charged for the subsequent deliveries.
Q. I have ordered a special length of fabric from the ‘By The Metre’ section, will the delivery take longer?
A. We ask customers to allow 2 extra days for delivery of custom cut fabrics, if you think you have made an error in your order please let us know by telephone or email as soon as possible. These products are unlikely to be resold due to the individual nature of the orders and so they are not covered by our standard returns policy. Please see the ‘Delivery & Returns’ page for full details.
Q. I have been given a special promotion offer code, where do I put in the code?
A. Please click on your basket where you will see a box to complete with your special offer code. Once the code is accepted, your shopping trolley total will be amended to reflect the special offer.
Q. Will I be charged a customs duty charge?
A. If the delivery address is within the European Union you will not be charged any customs duty on your goods, as you will pay VAT on the goods at the time of purchase.
If the delivery address is outside of the European Union, you may be charged customs duty on your goods. If you do receive a customs charge, and this varies depending on the country and total value of the goods, it is the responsibility of the purchaser to pay the charge at the time of delivery.
Q. How do I return goods for an exchange or refund?
A. Please see the ‘Delivery & Returns’ page for full details.