| We have listed here the questions that we get asked most frequently. Click on the relevant question to see the answer. If your question is not answered here, please contact us. |
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| Q. |
What do I do if an item I order is not suitable or not what I expected?? |
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How will I know if something is out of stock? |
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How soon can you get my order to me? |
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Will I have to sign for my parcel? |
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What happens if I am not in when your carrier arrives? |
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What are your delivery charges for the Channel Islands? |
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What are your delivery charges for B.F.P.O customers? |
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What are your delivery charges for UK Non-Mainland post codes? |
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How much delivery charge do I pay if I live overseas? |
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Do your prices include VAT and what is your procedure for organisations that are exempt from paying VAT? |
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Are the ‘special offers’ listed on the website only available to purchase online? |
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When placing my order over the internet, how will I know if it has gone through correctly? |
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What should I do if I experience problems on the website? |
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How am I able to track the order I have just placed? |
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Will I be able to amend my web order once it has been submitted? |
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| Q. |
What do I do if an item I order is not suitable or not what I expected?? |
| A. |
Simply return the item to us within 14 days and we will give you a refund of the goods value or exchange it for you. Items should be in their original packaging and in resaleable condition. Please include the Returns Form sent with your order and state why you are returning the item and whether you would like a refund or an exchange. If you are requesting an exchange, state the product code of the item you wish to receive. We strongly recommend that you obtain proof of despatch when returning items in case they get lost.
If you can not find your Returns Form then please enclose a letter quoting your Customer Reference Number to ensure that we are able to carry out your instructions or contact you in the event of any query. |
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| Q. |
How will I know if something is out of stock? |
| A. |
A message will appear next to the product explaining that the item is out of stock and will also give an approximate date when we expect to receive more stock of that item. If an item is discontinued an appropriate message will be displayed. |
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| Q. |
How soon can you get my order to me? |
| A. |
Standard Delivery Service - If you order using our STANDARD UK Mainland service, we aim to deliver to you within 6 working days. This service costs just £3.95. Delivery to Northern Ireland and UK non-mainland addresses costs £6.95 and takes up to 7 working days.
Priority Delivery – However, if you would like your order sooner you can request a 4 working day PRIORITY delivery which costs £4.90. (Not available to Northern Ireland or UK Islands).
Express - For delivery within 2 working days use our EXPRESS delivery service which costs £6.90. (Not available to Northern Ireland or UK Islands). NB: Orders placed after 12 noon are regarded as received by us on the following working day (Mon-Fri).
Urgent - If you need your order urgently and require it for the following working day (UK Mainland ONLY), you can call Customer Services on 0844 826 8684 who will advise you of the cost. You need to call before 12 noon to ensure next working day delivery.
BFPO & Overseas – click here. |
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| Q. |
Will I have to sign for my parcel? |
| A. |
Yes. The carrier will not leave a parcel without a signature. This is for your and our security. Please make sure that you give a DAYTIME delivery address as our carriers generally deliver anytime between 8am and 6pm Monday to Friday. |
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| Q. |
What happens if I am not in when your carrier arrives? |
| A. |
Our carrier will leave a card indicating the day and time they attempted delivery. The card will advise what has happened to the consignment and give contact details, along with a reference number, so that you may make alternative delivery arrangements. Our carriers only make two delivery attempts; after the second attempt the consignment will be returned to us. |
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| Q. |
What are your delivery charges for the Channel Islands? |
| A. |
Carriage to the Channel Islands costs £8.95 per order and takes up to 7 working days. Unfortunately we are unable to offer a PRIORITY or EXPRESS delivery service to the Channel Islands. (Channel Islands pay no VAT) |
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| Q. |
What are your delivery charges for B.F.P.O customers? |
| A. |
Postage for B.F.P.O customers costs £9.95 and takes up to 10 working days. Unfortunately we are unable to offer a PRIORITY or EXPRESS service to B.F.P.O addresses. |
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| Q. |
What are your delivery charges for UK Non-Mainland post codes? |
| A. |
UK Non-Mainland areas include Northern Ireland, Scottish Islands, the Isles of Scilly and the Isle of Man. Further to recent negotiations with our carriers, delivery charges to these destinations have been reduced and now cost £6.95 per order. Delivery may take up to 7 working days. Unfortunately we are unable to offer a PRIORITY or EXPRESS delivery service to UK Non-Mainland post codes. |
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| Q. |
How much delivery charge do I pay if I live overseas? |
| A. |
The delivery charge for orders going outside the United Kingdom depends on the weight of your order. When we receive your order it will be packed and weighed and we will e-mail you to inform you of how much it will be and asking if you wish to proceed with the order. If we do not hear from you within 7 days we will assume the order is not required and we will delete it for your security. |
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| Q. |
Do your prices include VAT and what is your procedure for organisations that are exempt from paying VAT? |
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Yes, all our prices include VAT where applicable. Organisations exempted from paying VAT are advised to order their goods and pay the VAT and then should make their own arrangements to claim it back. We are unable to deduct it for you. Channel Islands pay no VAT. |
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| Q. |
Are the ‘special offers’ listed on the website only available to purchase online? |
| A. |
Yes. A product that appears in the ‘special offers’ section is only available at the displayed price when purchased online. From time to time we also offer additional discounts for purchases online. |
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| Q. |
When placing my order over the internet, how will I know if it has gone through correctly? |
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You should receive an email confirmation with your unique order reference number within 24 hours of your order. If, for any reason you don’t receive an email confirmation from us and need re-assurance, you may want to contact our Customer Services Department either by telephone: 0844 826 8684, or alternatively by email: enquiry@yellowmoon.org.uk and we will be able to confirm the status of your order, and advise you accordingly. |
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| Q. |
What should I do if I experience problems on the website? |
| A. |
If you encounter any problems via our website which you feel we need to be made aware of, you should contact our Customer Services Department immediately by telephone: 0844 826 8684, or alternatively by email: enquiry@yellowmoon.org.uk, stating what the actual problem is, and where on the website this occurs. We will investigate the problem as soon as possible and advise you accordingly. |
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| Q. |
How am I able to track the order I have just placed? |
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If you have placed an order via our website you can simply check the status of your order by signing in via ‘Your Account’ link at the top of the screen. You will then be able to access your account details and view any previous or current orders you have placed by clicking on ‘Your Previous Orders’. If the status of your parcel shows “Despatched” click on ‘Track’ next to the consignment number to be taken to the couriers website where you will be able to view the current status of your delivery. |
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| Q. |
Will I be able to amend my web order once it has been submitted? |
| A. |
You will need to immediately contact our Customer Services Department either by telephone: 0844 826 8684, or alternatively by email: enquiry@yellowmoon.org.uk, they should be able to action your request, unless the order has already been despatched. |
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