Our objective is to ensure that you are happy with your purchase from Primo Presents. Ordering can be done easily, quickly and securely. The following sections will outline all relevant customer information for ordering online or by post.

How to Order

Online

You can order directly from our web site through our secure ordering system, currently provided by WorldPay. Before sending your order you will be able to view what you are ordering, along with any postage and packing fees.

We accept online payment in a secure environment by credit and debit cards. We currently accept Visa, MasterCard, Delta, Switch and Amex. Your details will be 'encrypted' so that they cannot be viewed by anyone else using the Internet. The yellow locked icon at the bottom of your screen tells you that you are in a secure shopping environment.

We also only accept orders through using Secure Socket Layer (SSL). This prevents your personal information being revealed through un-secure connections.

By Post

Please print off the order form provided on the site and complete the relevant sections. The order form will be displayed when you checkout online and choose the cheque payment option. Post the form with your personal cheque to Primo Presents, . Please write your cheque guarantee card number on the back of the cheque. Your order will be sent out on delivery once your cheque has cleared. Don't forget to include postage and packing fees.

If you have any questions before ordering, please email us at enquiries@primopresents.co.uk

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Delivery Times and Charges

Postage and Packing will be charged at cost. We will aim to have your purchases delivered to you within 7- 14 working days unless otherwise stated as in the case of bespoke items and items personalised. For most orders we will endeavour to get your products to you earlier than the above stated times.

If you require your purchase sooner, please email us at enquiries@primopresents.co.uk. All orders are sent using Royal Mail

Postage is calculated by weight and we use Recorded Signed For delivery on orders up to £28. For orders over £28 we use Special Delivery Next Day service.

If you require delivery to somewhere outside the UK that is fine. We will aim to have your purchases delivered to you within 21 days. For this we use International Signed For service.

We endeavour to make every effort to deliver within the time scales suggested on our web site, but we will not be liable for any loss caused to you by late delivery. If the goods are not delivered within the delivery time which we have quoted for that item, please contact us by telephone or email.

We may post information on our site from time to time, to change the above delivery times or to put a halt on deliveries due to holiday periods etc.

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Returns Policy

We are confident that you will be delighted with your purchase. Should you wish to return an item for a refund or exchange, please do so within 14 days. Unless faulty, goods must be unused and in perfect, re-saleable condition (including product packaging etc), otherwise we will not be able to refund you. If the item has been bought as a gift, you are responsible for any other service provided in connection with your purchase, eg.. gift wrapping.

You will be responsible for any returned goods until they reach us, so please ensure you get proof of postage. In the unlikely event of a lost package you will be responsible for claiming from Royal Mail - we recommend sending the package using a Recorded or Special Delivery service.
Once the item has been returned and we find everything is as expected then you will be credited with the full purchase price of the item. If you paid by credit or debit card then your card will be refunded, otherwise you will be sent payment by cheque.

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Product Availability and Specifications

Please note that all products and services, including those "on offer", are subject to availability and may be withdrawn at any time, including after you have placed your order.
If your item is not in stock, we will back order it for you. In case of long delays or unavailability, you will always be notified and given the option to cancel your order if you would rather not wait.

We always endeavour to ensure the accuracy of the information provided but, inevitably, there is the possibility of us being 'Out of Stock'. We continue to list those products that we can re-order.

Occasionally manufacturers make changes to products so they may differ slightly from the photographs and descriptions shown on this web site.

While colour reproduction of the products is a close representation, we cannot accept responsibility for any variation in colour caused by the browser software or computer system you use.

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Complaints Procedure

At Primo Presents customer satisfaction is our primary goal. If you need to make a complaint about our products or services, please email us at enquiries@primopresents.co.uk. Please title the email Complaint with your full name. We will endeavour to deal with your complaint quickly and efficiently. This does not affect your statutory rights.

Confirmation Of Your Order

A contract will exist between us once we have emailed you at the email address given to us that your order is accepted. The contract is considered to have been formed and the confirmation deemed to have been given to you as soon as you are able to access the message, whether or not you actually receive that message. We are entitled to refuse any order you place without giving a reason.

Your Right To Cancel

You may normally cancel your order (once accepted by us) for any reason within 7 days of delivery of the products. To do so you must give us written notice (including email) within that 7 day period. If you do cancel the contract within this time any payments made by you will be refunded in full within 30 days. Cancelled items must be returned to us in the manner set out in our Returns Policy and must be received by us complete, in perfect condition, unused, and in their original packaging.

Prices will be honoured where possible but we do reserve the right to increase the price of any undelivered goods. In this instance you will be advised of the increase before goods are despatched. Any date given for delivery is intended as a guideline and orders are accepted subject to availability

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Privacy Policy

The following statement outlines how we use personal information. We are committed to protecting your privacy. By using our services and our site generally you agree to this use. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

The information you provide will be used to assist the ordering process and to help us provide you with the best possible service. We will not share this information with any third parties unless you have given us your permission to do so.

We do not hold your credit/debit card information. This is secured with WorldPay (a member of the Royal Bank of Scotland Group) who provide the best available level of encryption. Your details will be encrypted so that they cannot be viewed by anyone else using the Internet shopping environment. We also only accept orders through using Secure Socket Layer (SSL). This prevents your personal information being revealed through un-secure connections.

It is our duty to take all reasonable steps to protect your personal information. However, we cannot guarantee the security of any data you disclose on the Internet 100%. By using this site you accept the inherent security risks of providing information and buying over the Internet and will not hold us responsible for any breach of security unless this is due to our negligence.

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Terms and Conditions

The use of this web site is subject to the following Terms and Conditions and your use is an acceptance of these Terms and Conditions. These conditions do not affect your statutory rights as a consumer.

Our responsibility:

• We will not be responsible for any losses that are beyond our control due to your use or the inability to use our web site or resulting from unauthorised access to, or alteration of your transmissions or data in circumstances which are beyond our control.
  
  
• We will not be responsible for your loss of profits, wasted expenditure, corruption or destruction of data or any other loss which does not directly result from something we have done wrong.
  
  
• You will be responsible if you use this web site in breach of these terms of use and will reimburse us for any loss that you cause to us as a result of your misuse.
  
  
• We make no promise that our web site will be uninterrupted or entirely error free. Because of the nature of the Internet, the shopping online service is provided on an 'as is' and 'as available' basis. We are not responsible to you if we are unable to provide our Internet services for any reason beyond our control.
  
  
• This web site and our terms and conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider orders and queries from outside the United Kingdom, we give no express or implied warranty that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.

General

We may change or withdraw any part of our web site, or may refuse you access to the web site at any time if we consider it necessary. These terms are governed by the laws of England and Wales and any disputes will be decided only by the courts of England and Wales.

Our web site is monitored on a daily basis. We may use our discretion to change or withdraw part of all of our web site - when deemed necessary.

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