Conditions of Use

Ordering

We offer free postage and packaging on all orders subject to a minimum order value of £5.

We do not post to International or BFPO addresses

Ribbon Mad reserves the right to refuse any order submitted. We only accept orders for delivery within the UK. Orders with an overseas delivery addresses will be cancelled and refunded

You have the right to cancel your order at any time up to the end of 7 working days after you receive your items. To exercise your right of cancellation, you must give written notice to Ribbon Mad by letter or email, giving details of the items ordered and (where appropriate) their delivery. Notification by phone is not sufficient.

If you exercise your right of cancellation after the items have been sent to you, you will be responsible for returning them to Ribbon Mad at your own cost. The items must be returned to: Ribbon Mad, 35 Quarry Park Road, Sutton, Surrey SM1 2DR You must take reasonable care to ensure the items are not damaged in the meantime or in transit. Once you have notified Ribbon Mad that you are cancelling the contract, Ribbon Mad will refund or re-credit you within 30 days for any sum that has been paid by you for the items. If you do not return the goods as required, Ribbon Mad may charge you a sum not exceeding the direct costs of recovering the items.

We aim to offer a fast service and normally despatch orders within 2 – 5 working days after payment unless otherwise advised. Orders received after 5pm are deemed to have been received by us on the following morning. Orders received after 5pm on Friday are deemed to have been received by us on the following Monday morning. If there is going to be a delay in despatching your goods we will let you know and advise you of the expected despatch date. We will email you when your order is being processed and again when it has been dispatched to keep you updated of its progress.

We pride ourselves on good customer service and are always happy to help with any queries you may have. Please feel free to email emma@ribbonmad.co.uk or call us on 0208 643 8949

Payment

We accept all major credit and debit cards via PayPal which is an external and secure credit and debit card processing service. You do not need to have a PayPal account to pay via PayPal. We also accept payment by personal cheque although this will delay your order whilst we wait for funds to clear. Please be advised that cheques can take upto 5 working days to clear and also upto 2 working days to arrive with us by post. Please therefore allow at least 12 working days in total for goods paid for by this method.

Stock levels are checked when you add an item to your shopping basket. In this way we hope to avoid any stock shortages, however this can sometimes occur during sale times and because of damage or short deliveries. If an item is out of stock we will email you to let you know. We do not accept back orders.

Product Information

All of our products are deemed unsuitable for children due to the risk of small parts, entanglement or other injury.

We are very happy to advise you on any of our products and offer additional information if required. We cannot however guarantee the suitability of any of our products for a specific purpose therefore customers are asked to make their own tests before making any large orders. We cannot exchange or refund any money on items that have been used.

Please note that while great care has been taken to produce the best quality pictures for colour and texture, everyone's monitor shows colour differently. If an exact match is required therefore you are advised to contact us for product advice or purchase a smaller quantity first to assess suitability. We will also send out ribbon samples upon receipt of stamped SAE (see our article on ribbon colours and sample requests for more details)

Postage

Postage is charged at £1.20 on all orders of £5 or less in value and is free on all orders over £5

We only post to UK addresses – no international or BFPO orders will be accepted.

All items will be checked before packing them and posted to you in a secure envelope. We are not able to guarantee that an item won’t be lost or damaged in the post but we do obtain a proof of posting certificate for every order sent out. This means that we can claim for a lost or damaged item up to a maximum of £34) from Royal Mail on your behalf. Please note Royal Mail do not class an item as lost or missing until 15 working days (ie 3 whole weeks) have passed (most “lost” parcels do eventually turn up normally because they have been mis-sorted or mis-delivered and then re processed). If you think an order has been lost or damaged in transit, please email sales@ribbonmad.co.uk

The following procedure will apply for lost items:

Once 15 working days have passed from the date of dispatch, Ribbon Mad will complete the Royal Mail P58 form and send it to Royal Mail along with the original Proof of Posting Certificate for your items. Royal Mail will acknowledge receipt of the claim (usually within 2 weeks but in busy times this can be longer). Royal Mail suggest that you to check with your local sorting office as postmen do not always put a card through the door after a failed delivery and also to check with neighbours in case it has been left elsewhere. If the parcel is still missing, they will investigate the loss and will require you to sign and return a declaration stating that you do not have the parcel. Failure to sign and return the declaration in time assumes that the item has arrived and Royal Mail will then cancel the claim. Once you have signed and returned the declaration, Royal Mail will compensate us for the lost items and we in turn will pass all compensation on to you. You are then responsible for ensuring that this refunded money can be returned to Royal Mail should your parcel subsequently arrive even if this is beyond the original 15 working day cut off period. The whole process should be completed within 30 days but it can take longer if several items from the same area are lost, if there is a delay in you returning the declaration to Royal Mail or if Royal Mail need to contact either party for further details. Unfortunately Ribbon Mad is unable to speed up the process for claiming for lost parcels as it is entirely subject to Royal Mail rules and procedures. We will however assist fully with all claims and provide a copy of the Proof of Posting to all customers upon request.

For damaged items:

You must retain the damaged items along with the original packaging in order for us to make a claim with Royal Mail. Royal Mail requires proof of all damages and also the opportunity to inspect the damaged packaging so this must be retained if you would like to pursue compensation. If your item arrives damaged, please contact us at sales@ribbonmad.co.uk We will then begin the claims process described above.

If you require a greater level of insurance on an order or wish to request a signed for service, please contact us prior to placing your order for a quote.

Every effort will be made to deliver the goods as soon as possible after your order has been accepted. However Ribbon Mad will not be liable for any loss or damage suffered by you through reasonable or unavoidable delay in delivery. In this case, Ribbon Mad will inform you as soon as possible.

Returns Policy

We take great care to describe all of our products fully and accurately and to ensure that you will be happy with every order that you place with Ribbon Mad.

If an item is faulty we ask that you please contact us by email or telephone (0208 643 8949) for a refund and return authorisation. We cannot offer refunds on goods that you simply do not like or that you find unsuitable unless they are faulty or wrongly described by us. Your statutory rights are not affected.

Any shortages/discrepancies must be advised within 7 days of receipt of your parcel.

We will process returns as quickly as possible.

We cannot be held liable for goods lost in transit whilst being returned to us. In this event you must obtain compensation from the postal service involved. To safeguard your return package, please telephone us before returning any goods and then obtain a free proof of posting certificate from the Post Office when posting the item(s).

Privacy

We are committed to protecting your privacy.

The information that we ask you to provide when you order is used to be able to send your order to you and/or to contact you if we have a query with your order. We do not pass your details to anyone else.

Whilst we take all reasonable precautions to keep the details of your order and payment secure, Ribbon Mad will not be liable for unauthorised access to information supplied by you unless due to negligence on our part.

Applicable Law

Please note that by placing an order with Ribbon Mad you accept that English law shall apply to these terms. You irrevocably agree that the courts of England will have exclusive jurisdiction to settle any dispute which may arise out of, under, or in connection with these terms.