Customer Service
N.B. We sometimes need 24 hours to source an item at our local warehouse, so an Express Delivery package can take a day to dispatch. Please call if the Express option is not available on checkout and you want your item urgently and we will see if we can assist.
Please find below our postage and packaging charges:
Despatching within the UK:
| First Class | Second Class | Express Delivery | |
|---|---|---|---|
| Up to £10 | £2.85 | £2.25 | |
| Express (dispatched within 1-2 days) | £9.95 | ||
| Over £15 | Free Shipping |
Sending items abroad:
| Europe | USA | Rest of World | |
|---|---|---|---|
| Standard International | £11.90 | £19.90 | £19.90 |
| International Tracked | £18.90 | £25.90 | £25.90 |
The personal contact information that you give us, stays with us. We understand the importance of data protection. Our database is viewed by our staff only, who are fully briefed on confidentiality. The information you supply will be used to ensure a smooth transaction. We will keep you informed about promotions and updates but will not release your information to a 3rd party.
If the goods are faulty, please return to us and we will reimburse you, or send replacement goods, depending on your preference. Sadly, we are unable to accept returns on ribbon and trimming which have been purchased by the metre due to a ‘change of mind’. The ribbon and trimming is measured out from a reel and therefore not suitable for resale once cut. Other items can be returned within 14 days of receipt if they are received back unused and ‘as new’. Refunds will be issued within 7 days of receipt of the goods.
Hopefully this won’t happen but if we have made an error with your order, please return the items and we will send you the correct goods and refund any postage paid on the return.
The customer has the right to cancel their order, unless the goods have already been despatched or the ribbon/trimming cut.
We will request certain contact details from you when you make an order with us. This is mainly to ensure we can contact you if there are any problems with your request.
We aim to deliver within 48 hours of payment being made. Orders are despatched by Royal Mail and by the method selected by you at time of checkout. Unfortunately, if there is loss or damage from a delay in delivery, we can’t accept liability if Special Delivery has not been selected by you. We therefore recommend you choose the posting option carefully at checkout if the item is of high importance or needed by a certain date. Our current postage and packaging prices are detailed above under Shipping & Delivery.
We accept payment via PayPal and Stripe. Please contact us if you wish to pay by cheque and we will issue you with an invoice.
All prices are displayed in GBP and are inclusive of UK VAT, at the current rate. Ribbon is measured and priced by the metre or dispatched in specified roll sizes. We will endeavour to display the correct prices at all times but occasionally errors do happen and we reserve the right to change this on our website accordingly.
We regularly run promotions which will be displayed on our home page, along with any terms & conditions and the timeframe for the offer. We will always try to alert customers to these promotions via Facebook & Tweeter, so it is worth being our friend on social media. We will also send out emails from time to time.
You will be send email confirmation of your order. If you don’t receive this, please contact us. If you have registered with us when ordering you will be able to view your order on line and its status.
When you register with us, your information will be available for updating online. You will simply need your email and password, that you used to setup your account with us.
We are committed to providing you with an excellent service. If you need help with ordering, please call us on 07828 724609 or email us at sales@bertiesbows.co.uk. Or you can write to us at Bertie’s Bows, Unit 6, Netham Industrial Estate, Netham Road, Bristol BS5 9PJ.
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