CUSTOMER SERVICES

How to Order
Order Processing and Dispatch
Delivery Options and Costs (UK and EU)
Track your Order
Returns Procedure

How to Order

Ordering with us is easy. If you do not want to make a payment via our secure online ordering system, you have the following options:

• Call us on 020 7609 5511 to place your order over the telephone ( Mon-Fri 10.00-17.00 GMT ) and pay via credit/debit card.
• Email orders to orders[at]myredpacket.co.uk and phone us with your credit/debit card details. Please remember to state product, quantity, delivery service required and any personalised details if relevant.

Please note, if paying by cheque or postal order, orders will only be despatched once the cheque or postal order clears our bank account. Cheques to be made payable to Dragon's World Ltd. If there is any problem with your payment, we will contact you. Please remember to include the delivery cost in your payment, other wise your order processing may be delayed. Our address can be found in the contact us page.

Order Processing and Dispatch

Unless otherwise stated, orders placed before 3pm, Mon-Fri, we always try send it the same day. However, do allow 24 hours during peak seasons. Purchases made on Friday after 3pm will be despatched the following Monday unless the delivery option chosen is for a Special Delivery Next Day Saturday Guarantee. For Next Day Saturday delivery you must make your purchase before 2pm on Friday, unless otherwise stated. Some products may have a longer dispatch time- this is clearly indicated by the product.

Personalised Products

MyRedPacket.co.uk continually look to stock a wide range of innovative, unique and premium quality products. A number of these are personalised or bespoke and made for the customer on an individual basis. For this reason we have a wide fluctuation on our delivery times ranging from next day through to 2 weeks. In all instances however, the estimated despatch time is indicated with regards to every individual product.

MyRedPacket.co.uk will endeavour to despatch these products within the said delivery times, and in the vast majority of cases, we will actually despatch earlier than the allotted time.

During times of peak seasonal demand (e.g.Valentine's Day, Mother's Day and especially Christmas) there may be a slight delay in the despatch of your order. Please therefore allow extra time for delivery during this period.

Please allow a couple of extra days delivery time for orders to Scottish Highlands & Islands or Northern Ireland.

Delivery Options

UK Standard Deliver (2-5 days)= £3.99 for orders below £25. £4.99 for orders £25 and over.

UK Next Day Delivery (mon-fri) - unless otherwise stated: £6.99

UK Saturday Guarantee starts from £8.99.

EU delivery from £7.99 by Airmail Signed For. USA and rest of the world from £12.99.

We reserve the right to charge for re-delivery if the item was not collected or if a re-delivery is not arranged by you on receipt of a card from the courier or Royal Mail.

UK

We generally use Royal Mail or a courier company to deliver goods within the UK, which may require a signature. We will chose the most appropriate method depending on the value and size of your package. The delivery service available will depend on your postcode and total weight of goods. You will be given the options available for your delivery at check out. All our delivery costs include packaging fees.If you are not present to receive the delivered goods, a notification card will be left with details of how to collect your item from your local Royal Mail delivery office, or how to re-arrange re-delivery with the courier.

We offer a choice of the following for delivery to UK addresses:

• Standard delivery 2-4 working days.
• Special Delivery Next Working Day this includes Northern Ireland, Jersey and Guernsey, exceptions apply).
• Special Delivery Saturday Guarantee (for orders placed on Friday before 3pm, exceptions apply).

Please note that you may be required to sign for your goods, so please send it somewhere it can be reliably signed for, such as your place of work, or a neighbour.

Exceptions for Special Delivery

Some areas of the U.K. are subject to longer delivery times because of their (relatively) remote locations.

The following postcodes offer Next Working Day Delivery by 5.30pm:

Mainland
AB30-56 Aberdeen
IV21-28, 40, 52, 54 Inverness
KW1-14 Orkney
PA28-38 Argyll
PH15, 17-26 Perthshire
PH31-40 Perthshire
PH49 Ballachulish
PH50Kinlochleven

Islands
HS1Stornoway (Lewis)
HS3Harris
HS4Scalpay
HS5Leverburgh
HS6N Uist
HS7Benbecula
HS8S Uist
HS9Castlebay (Barra)
IV41-51, 55-56Skye
KA27Arran
KA28Cumbrae
PA41Gigha
PA42-49Islay
PA60Jura
PA77Tiree
KW15Kirkwall Town
KW16Stromness Town only
GY9Alderney (Channel Islands)
ZE1Lerwick (Shetlands)
HS3Harris

Special Delivery Next Day is NOT available for the following postcodes. We will use standard delivery for these areas, but allow a couple more days for delivery:

GY1Herm only (Channel Islands)
GY9 Sark (Channel Islands)
HS2 Lewis
PA61 Colonsay
PA62-75 Mull
PA78 Coll
ZE2-3 Shetlands
KW16-17 Orkney
PH30 Corrour
PH41 Mallaig
PH42 Eigg & Kuck
PH43-44 Rhum & Canna

Special Delivery Saturday Guarantee is NOT available to all postcodes.

International Delivery

We can ship internationally (exceptions apply). If your country is not listed please contact us directly by phone or email for possible activation. For USA deliveries we would recommend you purchase from our USA shop (www.myredpacket.com). Should our USA shop not offer a product that is in our UK shop, then we will of course deliver to you from the UK, subject to international shipping costs.

Please note that we display currency amounts for products featured on MyRedPacket.co.uk in GBP (UK sterling). When you pay with a credit card you will be charged in Pounds Sterling and your credit card will be debited in your own currency. The actual exchange rate used for the transaction (and thus the final amount in your local currency) will be determined by your credit card company.

Exchange rates can fluctuate between time of order and time of despatch, so any calculations made at time of order should be considered estimates. We have no control over such fluctuations and therefore cannot be held responsible for any discrepancies in exchange rates between time of order and time of despatch.

To assist you with a currency conversion, please use this tool

Currency Converter

http://www.xe.com/ucc/

Please note that we can only take orders from people whose credit cards are registered to that particular country (regardless of where your order is being sent).

International orders below 2kg are sent by Airmail Signed for. Please allow 3-5 working days for delivery to EU and 7-10 working days to USA and rest of the world. Prices start from £6.99 (EU) and £10.99 (USA and rest of the world). The exact price will be shown at checkout, depending the weight of your parcel.

Parcels over 2kg will be sent by our courier Parcel Force and price will depend on weight and destination country.

Please note: our International Courier cannot deliver to PO Box addresses.

Out of Stock Items

We will always endeavour to maintain our stock level. However, on rare occasions when a product is out of stock, it will be shown as out of stock with the BUY button not being visible and you will not be able to buy. An estimated time of when the product will be back in stock will be displayed.

Track your Order

To track the status of your order, you can either go straight to Order Tracking, or My Accounts and Order History. Here you can find out whether your order has been processed and despatched. Once despatched you will receive a confirmation email. For Recorded, Special, International Signed For or Courier deliveries, you will be provided with a tracking number, so you can track your delivery with Royal Mail or the courier company. The tracking number will be sent to you in you dispatch confirmation email, along with the direct link to the tracking service website.

Returns Policy

Customer satisfaction is our number one priority and we want you to be a happy customer. We therefore offer a 30 day 'No Quibbles Guarantee', which means if you are unhappy with your product, you can return it. Please inspect your goods on delivery. If it is damaged on delivery or we have sent you the wrong goods, you must notify us as soon as possible. This applies to all our products.

If the product you have ordered is faulty/defective, you must notify us as soon as possible, for a replacement or a refund. We will refund the the amount you paid for the item plus your postage cost for returning it back to us (we can not refund any gift wrapping as this was purchased as an additional service). If you would like an item replaced, please state this on your return email. Should an item be out of stock at the time your faulty product is returned to us, we will notify you of when it will be back in stock. You will also have the option of a refund if this is the case.

If goods arrive damaged/defective in transit, you must notify us within 48 hours of receiving the goods, by email or phoning us.

If you have a change of heart you must notify us within 14 days and return it back to us within 30 days in its original condition (with all accessories and original packaging) for a replacement or refund (sorry we cannot refund any postage costs of the purchased item or gift wrapping purchase).

Refunds will be made in the same form of payment used to make the initial purchase and we aim to do this within 7 days.

Please note: If a returned non-faulty product does not arrive at MyRedPacket.co.uk in a resalable condition then we will not be able to offer you a refund. We will have to send the product back to you and you will have to incur these subsequent delivery costs. We regret we cannot accept returns on the following non- faulty products:

• Products which have been personalised, made to order or customised in any way.
• Products where the packaging has been unsealed or damaged.
• Products which are perishable.

How to Return a Product?

Please obtain a Returns Authorisation Code by emailing Customer Services, via the contact form located here. Alternatively, call us on 020 76095511. Failure to do this will delay your return being processed. Your email must contain:

• What you are returning and the reason.
• Your name, order number and email address.

We will then email you back within 24 hours with a Returns Authorisation Code.
What to include in the returned parcel:

• A copy of the delivery note or the returns email we sent you. If you do not have a printer, please write you name, address and Returns Authorisation Code on the back of the parcel. Also include your return postage receipt.

We do advise that for your own protection you use a secure delivery method which requires a signature upon delivery depending on the value. We do not accept responsibility for products lost or damaged in the post.

Where to Send your Return Product?

Returns Department
Dragon's World Ltd
PO BOX 58244
London
N1 0WP

Recycling Electronic Equipment

The UK Waste Electrical and Electronics Equipment (referred hereafter as WEEE) regulations came in to effect on the 1st July 2007. The regulation requires the collection, treatment, recycling and environmentally sound disposal of WEEE to reduce the amount of it ending up in landfill. The WEEE directive affects all brand owners, importers, distributors and retailers (that's us, My Red Packet).

WEEE is one of the fastest growing types of waste. To show some figures, each year in the UK we throw away over 1.2 million tonnes of electronic and electrical waste, equivalent to 150,000 double decker buses! This is increasing by around 5% each year. Over 75% of waste electrical goods end up in landfill where lead and other toxins contained in them can cause soil and water contamination. (Facts taken from recycle-more.co.uk)

To jog the memory of consumers for the collection methods available (which in turn allow recycling to take place), all electrical items sold now carry the 'crossed out wheeled bin' symbol on their packaging. This shows that the vast majority of WEEE can be recycled and recovered to make new products.

As a retailer to comply with these regulations and more importantly to do our bit for the environment we offer you (the consumer) a take-back service. This means if you purchase any new EEE product you are entitled to send the equivalent older item back to us and we will take the full responsibility for the costs involved to recycle that item. The service we provide is only on a like-for-like basis, so for example if you were to purchase an digital photo frame, we can only take back your old digital photo frame. We would not expect you to send back a dish washer as this would not be a like-for-like exchange! Any WEEE item returned to us is at your costs.

If you wish to return the WEEE to us please do so within 28 days of the sale date. Before doing so please drop us an email stating the item you are sending back, we will then reply to your email to give you the go ahead.

If you prefer to recycle the items yourself you may visit your local recycle centre, to locate one near you please visit recycle-more.co.uk.

Having stated the above we meet the obligations under regulation 33 to make information available to users of EEE in private households on:

(a) the requirement on each member State under Article 2 of the Directive to minimise the disposal of WEEE as unsorted municipal waste and to achieve a high level of collection of WEEE for treatment, recovery and environmentally sound disposal;

(b) the collection and take back systems available to them;

(c) their role in contributing to the reuse, recycling and other forms of recovery of WEEE under these Regulations.

(d) the potential effects on the environment and human health as a result of the presence of hazardous substances in EEE; and

(e) the meaning of the crossed out wheeled bin symbol.