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Customer Services

Call:  01736 330887  10-5 Monday to Friday

if answering machine, Please leave your phone number and we'll call you right back as soon as we can!

Contact:   Send additional information  Request a tracking number  Send Enquiry

delivery?

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!

Fedex UK tracking  FedEx | Track

Royal Mail tracking www.royalmail.com/portal/rm/track

note that carriers or RM tracking number will not usually be available until your order is shipped and may not enter the tracking system for several hours after it has left us.


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

We offer a full no-quibble refund policy: if you are not 100 percent delighted with your order for any reason    Obviously this does not apply to some items made to your spec!  (special or non standard sizes, colours etc) - as per UK distance selling regulations refunds for items made to your specification are at our discretion. We will replace or refund (your choice) for any faulty goods delivered within the UK, regardless of whether they are made to spec, standard pattern or stock items.

Replacement or Refund We will replace or refund (your choice) for any faulty goods delivered within the UK. Notified within 7 working days to let us know you are returning the items for a refund click here does not apply to items made to your spec!  (special or non standard sizes,  custom made, special sizes cut to order, specialcolours etc) - as per UK distance selling regulations

Retail Customers only (this does not apply to business-to-business sales- eg. packs of  mounts, bulk orders, items supplied to the trade),  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  (under the distance selling regulations we do not refund return delivery costs which are the customers responsibility.

Please see the DSR regulation 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. Proof of sending is not proof of delivery.

Items lost/missing/delayed

Lost items  shipping will be replaced or refunded (your choice) after allowing a reasonable time for them to arrive (Post = 15 days from sending,  carrier = 3 working days from sending) Items by post will be refunded when you return the RM claim form sent to you by the post office when we claim for the missing items.  This is simply a written and binding confirmation from you that your goods have not arrived.  Missing items sent by carrier can all be dealt with by us, with no claim form required.


Your Payment information, UK VAT, 

VAT - all prices are subject to VAT. We are a UK VAT Registered firm. 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) 


Best Practice

We do our best at all times to comply with the spirit and letter of distance selling regulations, data protection, and i 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


Buyer protection!

 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. We are proud to be members of Trustedsellers.co.uk and we try at all times to comply with the best practice of TrustedSellers and the direct selling regulations (trading standards) and the data protection act. Please see below for our Privacy Policy.

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.


SEE PRIVACY POLICY


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.

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