F.A.Q (Frequently Asked Questions)

THE QUESTIONS:

• I enquired about something. Why didn't you reply?
• Why don't the card verses have commas and apostrophes?
• What is the shopping cart?
• Can I take items out of my shopping cart ?
• Do I need a password, or have to 'Log in' ?
• What is the best password to use?
• My order is to be delivered in an EC country, how do I settle the VAT?
• If delivery is outside the EC, how do I settle the VAT and customs duties?
• How can I check on my order status or past orders?
• What if I want to ask a question before buying something?
• Why doesn't the shop work?

THE PRODUCTS

• Have you got a paper catalogue?
• Why can't I find my surname or first name?
• What information is in 'The day you were born' The day our baby was born, The day we were married?

ORDERING

• How long before I receive my order?
• What does 'Sending at a Future Date' mean?
• Are there any hidden charges?
• If I buy from a non UK address but send to a UK address?
• What is a 'Remembered' customer?
• How can I pay for my order?
• Why won't the site work?
• What cards are accepted?
• Do you deliver world wide?
• Can I visit your shop?

THE SECURITY

• Is payment by credit card on internet safe?
• Is your site secure to take credit cards?

CONFIDENTIALITY POLICY

• What is your confidentiality policy?

SHIPPING AND PACKAGING

• If I am not in on the delivery day, what happens?
• How will my order be packed for transport?
• What are the transport costs?

RETURNS

• Can I return an item that I have bought?

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THE ANSWERS:

THE SITE:
• I enquired about something. Why didn't you reply?

We reply to every email. The problem we have, is that some of them get returned undeliverable, as the email address of the enquirer has been entered incorrectly by the person asking the question. The enquiry will still come to us, but when we reply, it cannot get anywhere, as the email address is wrong. Please double check your email address when sending us an enquiry.

• Why don't the card verses have commas and apostrophes?

The code that makes the verses pop up for you to read gets confused with these and so we have to leave them out. We are trying to find a better way to do this. Be assured that all the correct formatting and grammar will be used in the verses we print

• What is the shopping cart?

Buying on the internet is practical, very fast and secure. The shopping cart (basket) enables you to select the Personalised Handmade cards or Personalised gifts you want during your visit to Cards'n'Scrolls and also to remove them (or increase their number as required with non personalised orders). The shopping cart automatically calculates the total amount of your order so that you can see exactly what you have and how much you have spent. When you have finished, you can check the cart contents and proceed to the Checkout.

• Can I take items out of my shopping cart?

Yes, just click on the 'Delete' link on the right of each product.

• Do I need a password or have to 'Log in'?

We give you two options if you are a new customer - The first option you do not have to use a password or Log in. Then, if you return at another time, you go through the same process of filling in all your details.
The second option - the 'Remembered' option requires a password - BUT- this then allows you more flexibility! You only need to use your email address and password when you come back for more (and we hope you do!:-), you can track all of your orders and look over them in your own Customer Area, and you get our great Date Reminder program FREE of charge (in your customer area).

• What is the best password to use?

Easy to remember and over 5 letters and/or numbers long. This, along with your email address you use for purchasing our products, will enable you to re purchase quickly and check on all your past purchases.

• My order is to be delivered in an EC country, how do I settle the VAT?

I am not VAT registered, so there is no VAT to settle.

• My order is being delivered outside the EC, how do I settle VAT and customs duties?

Customs duties are your responsibility. As you reside outside the EU you are not liable to EU VAT and I am not Vat registered.

• How can I check on my order status or past orders?

If you chose to be 'Remembered' when purchasing something, you can go to your account here.

• What if I want to ask a question before buying something?

Email your question from our Contact us page, telephone, or send a letter by snail mail.

• Why doesn't the shop work?

You are probably using a company computer, or a home computer that has Javascript turned off. A lot of companies turn Javascript off as a precaution. It is not usually a problem on a home computer.

Important! Anti virus products, like Norton, turn off 'Session Cookies' without asking you!. Ecommerce sites need Session cookies turned on (allowed) to keep what you have put in the basket tracked to you.

Without Session cookies turned on you will get a 'Your basket is empty' message each time you try and add a product to the basket. (Even massive sites like Amazon won't work with your cookies turned off!)


THE PRODUCTS
• Have you got a paper catalogue?

No, sorry.

• What does sending at a Future Date mean?

There is an option on every product page (except the shields) for you to send a handmade card or gift at a future date. The date you specify, is the date we will post it, so please allow a day or two. Although we send all of our products First Class post, the Royal Mail does not guarantee next day delivery, so a couple of days grace would be beneficial.

• Are there any hidden charges?

No, except for the postage costs for non UK delivery addresses, and they are inline with the Royal Mail's prices. You will see these costs for non UK when you enter your details.

• If I buy from a non UK address but send to a UK address?

If you want to send someone in the UK a card or gift, you can specify this on the product page, or more permanently, add a delivery address in the summary page (if you chose to be a 'Remembered' Customer.

• What is a 'Remembered' customer?

As a new customer, when you go from the shopping cart to the checkout, you will have two choices, either to just fill in the relevant details and then pay, no logging in, no password. If you revisit the shop then you will have to fill in the same information.

If you choose the 'Remembered' option then you fill in the same details PLUS a password. This then gives you access to your own customer area where you can keep an eye on all purchases AND you our FREE Date reminder system. Never forget a date again. Daily, weekly, monthly or yearly! The other benefit is that the next time you order, you will only need the email address and password that you used when you filled in the 'Remembered' details.

The other bonus is that you can store, and instantly retrieve, different delivery addresses.

• Why can't I find my surname or first name?

On certain card and gift pages, there is a search facility to see if we have your First or Surname in our online databases. If we cannot find a First name, then we have not got it. If the site says that we have not got your surname, it will offer you the chance to email us your query, as we have larger databases offline and may have it. Also, there are many variants of surnames, so it is always best to email us to see if we have it in our offline databases.

• What information is in 'What happened on my birthday?' gift, The day our baby was born, The day we were married?

You will find all the information in our Day you were page

ORDERING
• How long before I receive my order?

Orders are taking between 7 to 10 working days. All Handmade Cards and Personalised gifts are sent by Royal Mail First Class post.

• How can I pay for my order?

Online, you have the choice of Paying by Debit or Credit card, securely, paying by cheque, paying by Google Checkout, or paying by Paypal.

Paying by cheque, (the order will not be started until the cheque arrives.)

Over the telephone.

• Why won't the site work ?

Our site uses something called Javascript (so do many of the large shopping sites, Sainsbury's etc:-). If you do not know what Javascript is and you are on a home computer, then it is possible that someone has deactivated it. Usually, the only computers that have problems, are people trying to order from work as many large companies have this turned off.

• What cards are accepted?

Most cards including American Express and Electron. International country specific cards are not taken.

• Do you deliver world wide?

Yes!

• Can I visit your shop?

We are a mail order concern, and as such, have no shop front you can visit.


THE SECURITY
• Is payment by credit card on internet safe?

As soon as the time comes to give your credit card number, the site is automatically secured. You can verify that it is secured either by looking at the address at the top, the http:// changes to https://, or to the key on the screen which becomes complete or the padlock which is closed, depending on the browser that you use. These are displayed in a little window at the bottom of your screen.

• Is your site secure to take credit cards?

We use SSL technology, which is extremely secure. Securing payment on our site means encrypting information so that only you and us may read it. Sending encrypted information on-line is as secure as transmitting by telephone or fax. For maximum security, we do not store your card number online - ever.


CONFIDENTIALITY POLICY
• What is your confidentiality policy?

All information that you supply is exclusively for internal use in order to meet your order. This information will not, under any circumstances, be sold or forwarded to an outside body.


SHIPPING AND PACKAGING
• If I am not in on the delivery day, what happens ?

When an order leaves our premises, we lose control of it and the Royal Mail take over. Most of our cards will fit through a letterbox, but boxed cards and gifts too large to fit through will not be delivered. Royal Mail's normal policy is to leave a card through your letter-box with instructions on how to receive your order.

• How will my order be packed for transport ?

There are two ways we package your order, whether it is for our handmade cards or personalised gifts.
1 - The order is sent to you either at the invoice address or a different address.
2 - The order is sent straight to the recipient. If the order is sent to you, then, where the Cards are concerned, they are packaged as follows:
Cards being sent to you (either your address or a different one):- We get the card and its envelope and put them both in a plastic wrapper. This is then sealed and put in a hard backed envelope (for protection) , along with a letter from us with your receipt attached. You will then write in it if required and send it, or present it, as you would a normal card.
Cards being sent to the recipient (or, a different name than you, and a different address.) :- We place the card in its envelope and seal it down and then label the front with the alternate address you have specified, and send it. Just as you would. We do not send the receipt with this.

Gifts being sent to you (either your address or a different one):- We send you the gift, along with a letter from us with your receipt attached in an envelope or box - (EXCEPT for the shields, where they will be sent to you from the heraldic artists and we send the invoice to you in a separate envelope) Gifts being sent to the recipient (or, a different name than you, and a different address.) :- Basically the same, except we do not send the receipt.

• What are the transport costs?

All products are delivered free in the U. K. For EU countries and ROW (rest of the world) the shipping costs are calculated when you put your delivery address details in.

RETURNS
• Can I return an item that I have ordered ?

If the product is damaged or we have made it incorrectly, then it will be replaced free of charge. If you have just changed your mind, and it is a personalised product we will only refund the amount minus the cost of the non reusable parts. You would have to pay for the return postage and ensure it was packaged in the correct packaging. If the product is not personalised, then you can return it and we will issue a full refund when we receive the product undamaged.