Ordering & Payment
By placing an order a customer agrees to accept our standard terms and conditions as summarised below.
All contracts are subject to English Law.
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 may sometimes be out of stock of some 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 unless the postage was free, where we may ask for a small contrubution.
You can order by telephone on 01531 828009 (international +44 1531 828009). We can normally be contacted from 10:00 to 5:00 (UK time). 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 throughto this 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.
The best way to order is on the website. If you do not want to order directly from this site then please feel free to telephone your order. We discourage order by mail in our expericnce there are usually issues. Under no circumstances will we accept cheques.
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 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 sent by Royal Mail First Class post or international by Royal Mail Airmail. Some shipments will, at our discretion be by courier. Very long items or on the Royal Mail Banned List will be sent by Courier.
Courier shipping may not be faster than post. We have a cut off time of 12 noon for courier orders and orders processed after this time may not go the same day. On a Monday after a show courier orders may not be shipped until the Tuesday.
Courier deliveries to Highlands & Islands, Channel Islands, Isle of Man and Isle of Wight may take up to 5 days.
We usually email tracking information for Courier Deliveries. We are not able to provide tracking information for Royal Mail shipments.
Please note we have had problems sending Lead to Australia/New Zealand. The Royal Mail decides to send it by sea, despite it not being on any of their banned lists.
All Post and Packing prices include VAT where applicable.
We do not accept Cheques as a form of payment. Payment should if at all possible be maid through the website. We do not accept Bank transfers from other than UK banks because of high Bank Charges. We accept most other forms of payment except AMEX and Postage Stamps.
When you place a web order and pay by Credit or Debit Card or by Paypal we will take payment immediately. If we are unable to complete you order within a reasonable time for whatever reason we will endeavour to contact you to arrange a solution. Note, for security we do not recommend sending your card details by email.
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 discretion. If we are unable to complete the order for any reason we will attempt to contact the customer and advise of the situation. Where products are not available alternatives will be offered and if not acceptable a refund given. This may be delayed due to extermal circumstances and at times of national crisis.
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 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 ON THE SITE INCLUDE VAT AT THE CURRENT RATE OF 20% EXCEPT WHERE THE ADDRESS HAS BEEN SET TO OUTSIDE THE EU OR TO VAT REGISTERED EU BUSINESES. 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 withheld. 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. If the goods were supplied correct to order then we reserve the right to apply a 15% handling charge and all carriage costs are to be borne by the customer.
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.As these products are intended primarily for use by modellers we are unable to provide RoHS information or any form of Certificates of Conformity. Health and Safety information will be sent on request, where available from the manufacturer.
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 dispatch.
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. In the rare event of a short shipment please contact us and we will rectify the situation.
Any damaged goods should be reported to Eileens Emporium within 48 hours of receipt. After this time Eileens Emporium cannot accept any responsibility for the damage.
Knives, solvents and other dangerous items will not be supplied to anyone under 18 years old. Royal Mail will require proof of age on delivery for Blades
Unless otherwise stated, all items are guaranteed for 1 year from date of purchase. Any problems please contact us. Some products have longer guarantees, but these are from the Manufacturer or Distributor and claims should go to them.
Orders will be normally be shipped within 2 working days of ordering, this may be slightly extended when we are out of the office at Exhibitions. If we are unable to complete the order for any reason we will attempt to contact the customer and advise of the situation. Where products are not available alternatives will be offered and if not acceptable a refund given.
Once an order is placed it can only be cancelled by prior agreement. This will not be unreasonably withheld. Orders that have been processed by us cannot be cancelled, even if the website information does not yet show that the goods are shipped.
Special orders cannot be cancelled.
In the rare event of a short shipment please contact us and we will rectify the situation.
If goods are faulty on receipt, please contact us with 7 days and we will take appropriate action.
Wrongly ordered goods may be returned at our discretion but please contact us first. Depending on the circumstances, a handling charge may be made.By agreement with the customer refunds can either be via original the means of payment or a credit held on the customers account for later use.
We do not hold any Credit or Debit card information other than for the duration needed to process orders. This is not held in any database or in any electronic form.We do not give or sell any personal information provided to us to any third party other than in the necessary course of our business. This is usually only to a Courier to enable them to notify you of delivery status and contact you if they need to. We hold data in 3 seperate and unlinked data bases. Data is transferred manually as required to operate the business.
This is an opt in database, which means that you have requseted to join the list, by telephone, email, by ticking the box in your account on the website, or by other means. The only information in this data base is Title, First Name, Last Name and email address. We manually maintain this list so any requests for removal are usually dealt with just before a newsletter is sent. The "Receive Newsletter" box in customers acount information on the website will generate an email to us to change the status as set. We work to the latest communication we have, so will not go back and check if the "Receive Newsletters" box matches the current status. There is a link in all newsletter to generate an email requesting removal, we will also remove if we get a request by telephone, email or other means.
The only information held in the data base for the website is information the customer has generated, and is necessary for processing orders. There is also a history of customers own orders for customers to reference. We are in the process of creating a mechanism for customers to completely remove themselves from this database. Meanwhile any communication to us requesting such an action will be processed in a timely manner.
Sales and Invoice
We keep and maintain a database for the processing of orders. The information we hold is that necessary for the processing of orders and a history of orders. There is a record of how payment was made, but no record of the Card number used. Any communication to us requesting removal from this database will be processed in a timely manner.
Eileen's Emporium is a trading name of 'Russan Limited'.
Registered in England number 05148631. VAT: 842 6796 90