Payment

UK: Payment can be made by cheque, postal order, bank transfer, or PayPal which allows payment using all major debit and credit cards.  Payment by PayPal is 100% safe and secure and your card information is not retained in any way by Fantasy Gothic.  

If you wish to pay by cheque, postal order, or bank transfer, please e-mail sales@fantasygothic.co.uk with details of your order.  We will then issue an invoice with your unique customer reference number.  Your payment must then be sent to us with your customer reference number and full postal name and address.   Please note that you should allow at least 5 working days for your cheque to clear after we have acknowledged receipt.

Europe & Worldwide:  Payment by PayPal only please.  You must contact Fantasy Gothic prior to placing you order as we will need to confirm the correct postage & packing costs applicable to your country.

Confirmation of Order

You will receive a confirmation e-mail within 48 hours of placing your order.  This will advise if any ordered items are out of stock and acknowledge receipt of payment if already made through PayPal.   If you have selected a different method of payment in line with the accepted options, our e-mail will provide you with the necessary information to allow you to forward your payment.

Postage

All our prices include UK postage.  Once we have issued a confirmation e-mail and your cleared payment has been received, your order will be despatched within 2 working days.  You will receive a despatch notice which will confirm the postal service used, with any tracking numbers as appropriate.  The methods we use are Royal Mail 1st Class, Royal Mail Special Delivery and Parcelforce 48 (delivery of items up to 30kg within 2 working days) for UK orders.  Overseas orders are despatched using Airmail or DHL courier.

Lost in Transit

All UK orders should be received within 2 working days of a despatch notice being issued.  However, occasionally delays do occur which are outside of our control.  In the event that your order has been despatched through the Royal Mail 1st Class service and it does not arrive within 2 working days, it may be wise to contact your local sorting office to query if any parcels are being held for your address.  It is quite common for parcels to be returned to the sorting office without an attempted delivery card being left!  However, if the order still does not arrive after 14 days, please contact Fantasy Gothic so that we can investigate further.

Returns

Fantasy Gothic only stock good quality items sourced from reliable suppliers.  However, occasionally, we understand that damage may occur in transit or you may just change your mind on receipt of your order.  Unfortunately, we cannot accept returns of specific items where hygiene issues apply, unless specific damage has occurred prior to receipt and can be proven through return of the item..

If any of your order arrives damaged in any way, you must contact us to advise of the damage immediately.   We will usually provide you with specific instructions for return of the damaged item complete with the original packaging via our requested means so that the damage may be verified.   A replacement item will then be despatched to you where possible.  Alternatively, we may agree an immediate full refund, which of course includes a refund to you of the return postage, subject to our instructions for return being followed.

If you receive your order and decide you don't wish to keep it, we can accept return of the order subject to the following conditions:

* You must contact us to advise that the goods are being returned so that we may confirm that return of the specific product is acceptable.

* You must return the items unopened, unused and as new within 7 days of receipt.

*  You must not attempt to return items which are exempt from the returns policy, such as toilet seats.  The exempt items are listed on the sales pages.

*  The refund will have the cost of the original postage and packing deducted.

Waivers

We reserve the right to amend amounts due where the incorrect price has been quoted in error and subsequently invoice you for the correct amount due. 

We reserve the right to cancel orders and refund money if appropriate, where we do not wish to complete the transaction, for whatever reason.

We do out utmost to ensure that all of the information within our website is accurate and up-to-date, however, mistakes can occasionally be made despite our best efforts.  Sometimes, our items' manufacturing process may be changed without our knowledge and the item may change from our original representation.  We do not accept responsibility for the result of any errors or omissions within our website, including inaccurate prices, measurements or colour information.  Of course this does not remove your statutory rights in relation to Distance Selling  Regulations.