Return/refund/replace/complaint - Online Orders
been selling online for many years, and aim to give the best
customer service a small business can. But sometimes things go
wrong, and you have several options.
Before using this form
please see our customer service page for help. It explains your legal rights to
a refund or replacement
We are human, sometimes mistakes can
happen, we will do our best to sort out any problems, often we can do this by
phone. 01736 330887. The people you will speak to are (usually) Suzanne or
Sharon, Mondays to Fridays 10am to 5pm. Phones are often very busy, if there is
an engaged tone it does not mean you are being ignored.
Complaints: Please note that
these ladies are human beings, and their job is to help customers, and if we
have messed up your order it is not going to help anyone if you shout, swear or
get abusive. Your call will be terminated and your order cancelled with a
full refund if this happens and if you are entitled to one. We are sorry to have
to make this point, but they are both highly experienced in the framing and
mounts business with over 20 years combined experience in the business, so they
should be able to help with most enquiries. If they offer to call you back
there is a good usually reason for this, so please allow some time for them to
find out the answers to your question or solution to the problem.
If you don't think we have been
enough help, or you are not happy with your order please cut through the red
tape and ask for a refund or replacement, but we do appreciate your comments,
particularly if it helps us improve our service.
consumer rights under the law are here
VERIFIED PayPal business sellers, so you often have buyer protection in
addition to your rights under UK trading standards laws. We are
proud to be members of
Trustedsellers.co.uk where you can also see your consumer
rights, and we try at all times to comply with the best practice of
TrustedSellers and the direct selling regulations (trading standards)
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.
Once you have read the info above, please
click here for refund/replacement/complaint form
you will receive a copy of all information
you enter on the form, and we will respond as promptly as we can.
There are other alternatives!
Having Serious Problems?
Paypal Disputes - takes you to paypal where you log in and resolve the
dispute with us through PayPal
Once you have disputed a transaction through,
please note that we can only respond to you through the paypal
Moonshine picture framing and picture mounts home