Contact Us - Moonshine Framing
Info | Email | Map | Phone | Support
INFO if phoning or calling in please note that we close for approx 30 minutes from around 1pm for staff lunch breaks!
Heed it in a hurry? It's easy to contact us!
We always try to help - If your order is urgent let us know! See Below!
Mounts: Most small mount orders are processed and sent same or next working day - when we are very busy orders can take 1- 4 working days. It's easy to contact us!
Option1. Phone or email first - we will let you know how quickly we can process and send your order, and give you a precise turnaround time.
Option 2. If you have already placed your order - phone or email and let us know if it is urgent - we will get back to you and let you know how quickly it will be sent.
* some jobs can be rushed through easily without holding up other customers deliveries, so we will always try and help out if you ask us! We are human, just like you!
MAP - FIND US
1 High Street Penzance TR18 2SX
Tel: 01736 330887 Mon to Fri 10 to 5
You can phone us Monday to Friday 10-5 if we are busy dealing with another customer, or out of normal working hours just leave a message and your phone number and we will call you back as soon as we can. If you leave a message we ALWAYS call back if you leave a number! Phone Busy or Engaged? We do value your enquiry, and we will get back to you as soon as we can if you leave a message!
Or ask us to call you! Want us to call you? Click here! Need a call back at a time to suit you? - This is usually very prompt but can be later the same day or next day. Please remember we are a small business, and the people that help customers on the phone are also working at the shop counter and with email enquiries! If our phone is busy, so are our staff! We are not a "call centre", we're a framing shop!
Need to change your order or delivery address? many orders are done same day as they come in, so the sooner you let us know, the sooner we can amend your order! Use the additional information form. If you have made a mistake in your order, don't worry, we can usually change it for you. It may be more convenient/simpler/clearer for you and us if we refund you, and cancel the original order to allow you to re-order afresh. Just let us know. You can track your order online when it is on it's way if you wish. We cant giveyou a tracking number if the order has not yet been shipped!
info and terms -everything you need to know, and the legal stuff
All items are subject to VAT - The checkout will work out the VAT and P&P for you
If your order has not arrived or has been damaged or lost It is usually quickest and easiest to telephone us. Please do allow reasonable time for your order to arrive. eg. allow 1-4 working days before it leaves our premises, at least 7 working days for special custom colours etc. Working days (days when our carriers can collect or deliver, or days when we can send orders) do not include weekends or public holidays, items sent by post can take at least another 1-4 days to arrive, although the Royal Mail will not consider an item lost or delayed before 15 days.
On many occasions when we hear of a non delivery, the slip that the carrier or postman is supposed to leave has gone astray. The Distance Selling Regulations are clear that it is the sellers responsibility (our job) to make sure your goods arrive. We take every care to securely pack and ship all orders as soon as possible, but items can still go missing or become lost or delayed or damaged in the post. We try to send all larger orders to areas covered by our insured carrier (usually ANC).
Orders sent by trackable, signed-for service.
Almost every order is shipped trackable and signed for - and we do always keep proof of posting, and carriers consignment notes, logged by delivery address and UK postcode in the event of any problems.
Online Order Enquiries
If making an enquiry about an online order, it is really helpful if you can give us the transaction ID or Receipt ID which was emailed to you when your order was made, this is not essential, but it can help us deal with your enquiry very quickly.
Contact: telephone 01736 330887 - phone contact is far easier and usually quicker than emailing us, we have to deal with a lot of emails every day, and frequently it can take some time to reply. and any delivery problems or problems with your order can normally be sorted out on the spot by telephone as the shop counter staff can check in the workshop while you are on the phone. Often our counter staff will manage to remember taking your recent order, and can deal with any problem while you are on the phone. Please remember they are at a shop counter, and may already be helping a customer, so if we are busy we may ask to take your number and call you back.
Our business address 1 High Street, Penzance, Cornwall, UK TR18 2SX
UK CUSTOMERS RETURNS FOR CONSUMERS (RETAIL SALES, NOT TRADE) if you are a trade/bulk customer see here
We offer a full no-quibble refund policy: if you are not 100 percent delighted with your order for any reason but obviously this does not apply to some items made to your spec! (special or non standard sizes, colours etc) We will replace or refund (your choice) for any faulty goods delivered within the UK.
Replacement or Refund We will replace or refund (your choice) for any faulty goods delivered within the UK if notified within 14 days. If you simply change your mind you are also welcome to return any items excludludes items made to your spec (special or non standard sizes, custom made, special sizes cut to order, special colours etc) just return the goods in unused condition, with any packaging if possible, and we will refund the full purchase price AND the initial P&P charge you paid.
Please see the regulations we comply with here for the relevant full details on return of goods. It is the customers responsibility to return the item to us under the no-quibble refund offer, unless the item is faulty (in this case CONTACT US FIRST AND WE WILL ARRANGE COLLECTION/SHIPPING) if returning an item because you have changed your mind this is at your own cost, we recommend you obtain proof of sending and if possible (for your own protection) by a signed for service (eg Royal Mail recorded or special delivery or a carrier) so that you can claim compensation from them if it is not delivered back to us.
Click to Return items or Cancel an order
*Lost items during delivery will be replaced or refunded (your choice) after allowing a fair and reasonable time for them to arrive.
Your Payment information, UK VAT,
VAT - all prices are subject to VAT We are a UK VAT Registered supplier mainly to trade and business users, so prices are displayed ex-VAT. If you require a full VAT invoice, please ask at time of placing your order. Our VAT registration number 717523733
Paypal Process our online orders for credit and debit cards as well as paypal account customers. You do NOT need a paypal account to order online from us.
Telephone orders Credit and debit cards are securely processed by Royal Bank of Scotland via electronic terminal. If ordering online your packing slip with your order will include our VAT details and VAT number. If you are ordering by telephone and paying by card we will send you the card receipt with your order. We normally make a refund back to your card if you paid by card and require a refund, or refund to your paypal account if you paid by paypal. If you paid by paypal online, we authorise paypal to refund to your card.
Your card statement may show the transaction with us "Moonshine", "Moonshine Framing" or "Paypal, Moonshine Framing". Your paypal account overview will show payment to "Moonshine Framing". To see your paypal payment just log in to paypal.co.uk and go to your account. When you receive a receipt for an online payment or make a card transaction, this is part of processing your order (verifying payment).
Card security: Online- we never see your card details. Telephone- we key all card orders in as received, we do NOT store any customers card numbers or any information not relevant to fulfilling and delivering your order (eg. your delivery address etc). If you suspect fraud or an unauthorised payment from your account, notify the card issuer/paypal right away, and let us know so that we can provide the card company or paypal with any evidence we have to help. Helping eradicate online fraud whenever possible means that honest business can supply better value to honest genuine customers.
Cancelling your online order
You can cancel your order within 7 days. Just let us know by telephone, email or in writing. we will refund you. If you have already received your order, please follow the returns procedure above. Cancel your order online if your order has not yet been shipped we will refund you and cancel your order. If it has been shipped we will ask you to return the item or you can "refuse delivery" and it will be returned to us then we will refund you.
If you have made a mistake in your order, we can usually change it for you. It may be more convenient/simpler/clearer for you and us if we refund you, and cancel the original order to allow you to re-order afresh. There is no obligation on you to re-order (see below)
Acceptance of your order, and processing your order
Your order, if accepted by us, should be shipped in a reasonable time as per the guideline despatch times shown on our web site in working days. (We aim to deal with your order promptly 1-4 working days is an average guideline for popular items kept in stock. we try to keep stocks of all regular lines to meet day to day retail orders, special colours etc may take longer, and we have no control over distribution before stock or specially ordered items for customers reach us, although we do use suppliers with good reliability).
When you receive a receipt for an online payment or make a card transaction, this is only the first stage of us processing your order, processing the payment does not mean we have yet accepted the order. (Why is this? ... As a great deal of our customers orders are custom made in custom sizes, colours, and with other unpredictable variables in cutting, capabilities of the machinery etc, we have to define acceptance of your order as the point where we are sure we can successfully fulfil and deliver your order to you, so your order is "accepted" when it reaches the stage where we have cut/made it. This definition of accepting your order is a legal requirement as we have to specify a clear point at which your order has been accepted. We reserve the right to cancel any order if we are unable to process it to completion for any reason (deliver it to you).
All items advertised or offered for sale are on the understanding of the term "e&oe" (errors and omissions excepted) - this simply means that if we have made a genuine mistake, or there are problems out of our control etc, we have not intended to mislead or misrepresent any product and we are not obliged to accept your order in these circumstances. Mistakes do happen, particularly with web-site code, changes in server-side operations, upgrades to host servers, even spelling or typing mistakes. If any errors are reported or discovered we do promise to correct them as soon as reasonably possible and give you the opportunity to re-order. Similarly if you make a mistake in ordering, we are always pleased to amend, refund or cancel your order without obligation - see elsewhere)
We do our best at all times to comply with the spirit and letter of distance selling regulations, data protection, and internet best practice guidelines relevant to our business. We understand and value our customers concerns about internet security, particularly your credit card security, and your online privacy. We do value our customers' privacy. We appreciate that by placing an order with us you are paying up front and trusting us to do our best to deliver in a timely manner, and we always aim to meet your reasonable expectations. If you have any concerns, problems or questions, please don not hesitate to contact us by telephone, email or in writing.
Our aim is to make our terms and conditions as clear a as possible. All business is conducted within the scope of the distance selling regulations under UK law and all of our terms or conditions are intended to meet the spirit and letter of customers rights under UK law.
We are only human, please remember you are dealing with a small family run business and allow us reasonable time to respond to any enquiries, returns, or complaints. If you want to make a complaint please click here
We are VERIFIED PayPal business sellers, so you often have buyer protection in addition to your rights under UK trading standards laws. we are also members of the fine art trade guild, and apply their standards as far as possible when dealing with any customers online or at the shop counter.
So if you buy online using Paypal you may also have Paypal's buyer protection up to £500, if you buy by credit card you may also have additional or separate credit card protection, as well as rights under UK trading laws, the Distance Selling Regulations, and our voluntary membership of the Trusted Sellers scheme.
Trade terms (not applicable to retail website sales)
All trade transactions are under UK laws
We draw your attention to this only if you are a trade buyer! Some examples of "trade" are below.
eg. If you are an amateur artist, an art club, school, an amateur photographer, or an arts student needing mounts and frames in quantity, we may still have granted you the same discounted rates. Discounted rates are not necessarily the same as "trade", but for these purposes under UK law we do assume that a buyer who requires quantity is knowledgeable enough to know what they are buying. So if you are seeking a discount based on quantity, please ask any questions before ordering! -We cannot refund bulk orders where (for example) the colour has changed slightly since your last order two years ago, batches change and this is acceptable in the trade. If you do require exact and perfect colour matches from the latest batch, please visit the shop counter. In general variations in colour are the exception rather than the rule.
If you are buying to re-sell, then trade terms will apply, unless other terms have been agreed. (for example- if you are in business and have bought items in connection with your business, then this is deemed a trade sale. Another example- we will assume that an individual buying bulk quantities of any item is "trade" - We are sensible about the application of these terms but retain the right to apply standard UK law trade terms to trade customers in the event of any dispute which we cannot resolve. If returns accepted (or accepted at our discretion under UK law) we reserve the right to add a reasonable re-stocking fee for the return of items sold on a business to business basis, no less than 20 percent for standard/stock items.