Ordering & Payment

ORDERING

We have no minimum order level. We try to keep ample stocks of all our lines, but as we are not manufacturers of most of our lines we rely on others to supply bulk stocks, so with the best will in the world we sometimes may be out of stock of certain items. Also some of our lines can be difficult to obtain, or on long leadtimes. Do bear with us please, but when this happens we will try to ascertain the probable delay in supply and try to keep you advised of the situation. We may put any out of stock items on back order for supply when the items come to hand, or cancel the item if there is a longer term problem or if it is uneconomic to send on later. We normally try advise on the invoice the status of any items not included. Split orders are normally sent without further postal charges.


TELEPHONE ORDERS

You can order by telephone on 01531 828009 (international +44 1531 828009). We can normally be contacted from 10:00 to 5:30 and also in the evenings from 7:00 to 8:30 Monday to Friday, and from 10:00 to 12:00 on Saturdays. We may be available outside these hours and there is a voicemail system. We have an automated forwarding service to a second phone, you may notice a wait of about 15 seconds before clicking through to the evening and weekend service. Please give us time to answer. If we are already on the line, or cannot get to the phone for any reason please leave a message and we will get back to you as soon as possible. Please note we attend many shows listed on the Exhibitions tab, and may not be able to take calls on the working day before, during or after some shows.


ORDER FORM

If you do not want to order directly from this site then please feel free to send us your order on our order form (here), by mail or Email. We are no longer guaranteeing to maintain our fax facility. When completing the order form, or at any time when dealing with us, please make sure you give us the reference number and/or a full description of the goods required. Make sure that you check the unit of sale, i.e. Each, Packet of 10, Coil, Kilo etc, so that you can correctly order the number or amount you want. We do not recommend sending credit card information by email, our website is designed to accept cards securely.


SPECIAL ORDERS

We will try to fulfil special orders for non stock items as soon as possible, however, payment for such orders may have to be made at the time of ordering.


TRADE ORDERS

Trade orders are welcome and discounts for sensible trade quantities will be given. Please contact us by phone or email for details. Trade discounts will not be given at exhibitions, except on pre-orders.


POST AND PACKING

All goods are normally send by Royal Mail First Class post or international by Royal Mail Airmail. Shipments over 1kg will, at our discretion be by courier.

UK Post and Packing will be charged at £3.00 for anything up to 750g that can be shipped as a Large Letter as designated by Royal Mail.

Anything larger or heavier than above, that can be shipped as a Small Packet as designated by Royal Mail (up to 25mm thick and up to 450mm long) will be £5.00 P&P up to 1kg. We usually ship this category by courier to England and Wales and by Royal Mail for Scotland and Isle of Wight.

Anything larger or heavier than above, or on the Royal Mail banned substance list will be £7.50 P&P (or £12 P&P if 36" or longer) for England and Wales Scotland, excluding Highlands and Islands and Isle of Wight. For Highlands and Islands, Northern Ireland and Isle of Wight a courier will be used and cost £18 P&P (£24 P&P if 36" or longer)

European (EU) Post and Packing will be charged at £6 up to 250g and £2 per additional 250g up to a total weight of 1kg. We will have to quote for over 1kg or over 500mm long but it is usually about £20 for a courier. We are unable to ship anything on the Royal Mail banned list by Airmail.

Rest of World Post and Packing will be charged at £6 up to 250g = £6 and £3.50 per additional 250g up to a total weight of 1kg. We will have to quote for over 1kg or over 500mm long. We are unable to ship anything on the Royal Mail banned list by Airmail.

Only minimum Post and Packing will be show on the web order and the final cost will be added to the invoice.

All Post and Packing prices include VAT where applicable.


PAYMENT METHODS

We accept most forms of payment except AMEX and Postage Stamps.

The easiest way is to pay by card on a web site order.

If you request a Pro-forma this will be emailed to you. If we do not have an email address, please supply a stamped self addressed envelope and we will post it to you. If no stamped envelope is provided we will add £1 to the postage costs of the order.

When you place a web order and pay by credit or debit card we will not take payment until your order is ready to ship. If requested we will send you a pro-forma with the full price and await payment or authority to proceed. If you have not provided card details, you can then pay by bank transfer (from UK banks only), mail cheques (while the banks still permit) or postal orders, or you can call us with credit or debit card details. Note, for security we do not recommend sending your details by email or fax. We do not accept Bank transfers from other than UK banks.

Please do not send cheques (especially blank ones) with order unless we have confirmed price and availability.

Pay-Pal can be accepted reluctantly, but costs us significant time and expense - hence we charge a surcharge of £5.00 or 10% whichever is greater. To use paypal please follow the Pro-forma route on the web checkout and state in the notes box that you want to pay by Pay-Pal.


SHIPPING POLICY

It is our policy to try to ship within 24 hours of receiving orders, at busy times and when we are away at shows this may be extended. If we are out of stock of any item we may delay the order, or split the order, or cancel the problem items at our discression.


EXHIBITION PRICE POLICY

We do not guarantee to charge the same prices at exhibitions as we charge for mail order. This is not a deliberate attempt to have differential pricing, more a case of the fact we cannot guarantee that any price changes have been rippled through.


PRICES

Prices on this site are correct at the time of publication, but we reserve the right to alter them at any time without notice. However, we will do our best to notify any changes prior to completing your order. We reserve the right to alter specifications and prices without notice should the need arise.


ALL PRICES IN THIS LIST INCLUDE VAT AT THE CURRENT RATE OF 20%.

VAT is charged according to UK law based on the delivery address of goods. Export customers in the EEC who cannot supply a VAT reference number will be charged at the UK VAT rate. Postage to EEC countries (including UK) carries VAT at the full rate. If you are a VAT registered EEC customer please add your VAT number in the notes box during registration, or edit your information in the Account tab. Customers outside the EEC will not be charged VAT.

Eileen's Emporium is registered in UK for VAT, reference is GB 842 6796 90


CANCELLATION OF ORDERS

Once an order is placed it can only be cancelled by prior agreement. This will not be unreasonably witheld. Orders that have been processed cannot be cancelled, even if the website information does not yet show that the goods are shipped.

Special orders cannot be cancelled.

Wrongly ordered goods may be returned at our discretion but please contact us first. Depending on the circumstances, a handling charge may be made.


DESCRIPTION OF GOODS

We try to ensure that the description of the goods on the website is accurate, but in cases where the manufacturer changes specification we may not pick up on the change, for example both Evergreen and Plastruct change quantities in packages without notice. In such cases the manufacturers specification and quantities over-ride the information on our site.


GOODS NOT CORRECT

If goods we supply are received faulty in any way please let us know within seven days so that we may deal with your complaint. Wrongly ordered goods may be returned at our discretion but please contact us first. Depending on the circumstances, a handling charge may be made.


OWNERSHIP & RISK OF THE GOODS

Any goods supplied remain the property of Eileen's Emporium until full payment has been received. Risk in respect of goods supplied passes to the purchaser from the moment of despatch.


SAFETY POLICY

Knives, solvents and other dangerous items will not be supplied to anyone under 18 years old. A credit card number may be required as proof of age even if it not used for payment.


WARRANTY

Unless otherwise stated, all items are guaranteed for 1 year from date of purchase. Any problems please contact us.


Eileen's Emporium is a trading name of 'Russan Limited'.
Registered in England number 05148631. VAT: 842 6796 90
 
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