|Acknowlegements, Receipts, Returns, Carriage, etc.||
Shopping. What can I expect? What happens next? VAT and Carriage? Returns?
Should I get an acknowledgement?
Yes - two by email So please make sure the email address is correct! particular problems occur when relying on an email address registered with PayPal that isn't up to date - please just login and change it.
The card processor often PayPal or Worldpay will send a payment receipt and order summary automatically by email, usually instantly. We will send our order acknowledgement once we start to process your order, these acknowledgements are sent during normal hours and are not instant but normally go out within a working day after your order. Delays may occur if there are queries on specification, stock availability, etc.
Yes VAT is included in all our prices - as they should be on every retail page as best practice. VAT invoices are available on request and will follow separately from the goods by email. Zero-rated supplies are not generally possible.
We are proud that our standard carriage charges are very low compared to many of our competitors and that they are clearly visible in your shopping basket before checkout -
For more info on carriage - offshore Europe - exports please see our new Carriage FAQs page (click)
PayPal - I don't have an account
PayPal - I don't want to use my old PayPal account
NB: For additional and latest information please see our Checkout Hints FAQ page (click)
You don't have to have a PayPal account you can just pay with your credit card as you would with any on-line payment provider. In this case PayPal just act as the card merchant, like WorldPay, Barclays, etc.
When you proceed to the Secure Checkout there are two options, one to checkout via a PayPal branded button and a second plain checkout button. If following the plain route ignore any encouragement to login and follow links like ...
... Pay with a debit or credit card
... Checkout as a Guest
... don't have a PayPal account ... continue
Just click on that 'Pay with' or 'Guest' or 'continue' link to be taken to the Card Details screen, this is very similar but with a set of boxes for you to fill in your card details. All this is still administered by PayPal but outside of their 'account' system and now only operating as a card processor.
As well as taking monies from your card they will of course ask for the information needed for us to process and deliver your order.
If you have difficulties with this you can ring us on 01789 778825.
For info: PayPal Customer Service are on 0870 7 307 191.
PayPal "can only discuss an account with the account holder, we cannot do this for you. Please have the following information available when you call: Your telephone number. Your email address. The last four digits of your credit card or bank account registered with PayPal."
Is it secure?
Yes clicking on an Add to Basket button takes you to a certificated secure shopping page using a 128 bit encryption key (the highest commercially available). This protects your confidential information in transit. Once your information reaches PayPal - our card payment processor - it resides on a server that is heavily guarded both physically and electronically and is not even connected to the internet. This is the same level of security you would expect from your own bank and card issuer. Your financial details are never transmitted by email and nor do they ever appear outside the transaction between you and the card payment processor. Your financial information is never seen by anyone at motorcaravanning.co.uk, we are just told that you've paid - this is much higher security than the processing on many other sites.
Privacy. Are my details kept private?
Yes they are. We respect your privacy so, quite apart from the security described above, you can rest assured that your other personal details that we do see, address, email, contact numbers, etc., are used solely to process your order. They are not used for other purposes nor passed to any third parties except where required to fulfil your order.
I want to buy on-line -
what happens next?
Do note that on the card details page it is essential to enter a valid and error-free email address - your receipts and your order confirmation will be sent there but they will only arrive if it is absolutely correct!
users NB: You should add
email@example.com and possibly
firstname.lastname@example.org to your address book (or 'friend' /
list). If you don't you probably won't receive any of our receipts,
order confirmations and order or delivery updates because AOL will
the emails as spam! The vast majority of our email 'bounces' are
from AOL and to some extent Hotmail accounts, so please do it now!
OK I want to buy - but not
on-line how do I do that?
As a mostly internet based business we don't man the phones all the time but do promise to return calls reasonably promptly. It is best to leave a message asking us to ring for your order, just ringing repeatedly is unlikely to produce a result. Also for your convenience we are often available to receive & make calls during early evening up to about 8 pm.
For your added security any card details that
we take manually are security shredded after use.
A recent UK survey found that an astonishing 37% of all telephone calls contain errors & untruths while it is much lower for emails at 14% - that's still very high so please do take particular care to give us accurate addresses, phone numbers, and especially your current email.
3. You can also post orders and cheques to us. You may wish to email or telephone first for help and/or instructions.
I've paid - what happens next?
Need a VAT receipt?
Not sent routinely but readily available. Simply email to request one. VAT receipts/invoices will follow separately from the goods by email, maybe several days later.
In the rare case where a return is necessary please email us first to discuss and for advice and for returns authorisation and instructions. We will normally ask for a reason for the return before issuing an RMA, this information may be used to improve product and service descriptions where appropriate. Our generally large and/or heavy goods are expensive to move round so we do not operate a try before you buy policy nor do we issue return labels.
Any returns of non-faulty items must be of saleable quality, this means in as-new condition and normally in undamaged product packaging. You have a right to examine the goods but with that goes a responsibility to conserve packaging as far as reasonably possible, many of our products can be examined without opening packets and most can be opened and reclosed without destroying the packaging. Save the planet and unnecessary expense - please do take some care.
The costs involved are return postage or carriage and any insurance, possibly plus a rare reworking charge if the return is in poor condition. It is necessary to state this because of the bad behaviour of just a few individuals, it is unlikely to apply to normal customers.
Consumer law allows 14 days for you to 'change your mind', we are not rigid about this but do expect you to open your delivery promptly and to report a change of mind or damage or shortage as quickly as you can. Some carriers ask for damage or shortage reports within 24 hours, most within 7 days.
Where a genuine need exists we will do our utmost to help with all this and in the very rare case where goods are faulty or if we are at fault we will of course underwrite these costs ourselves.
Please note that you must have a returns authorisation and return address instructions. Under no circumstances will returns be accepted unauthorised nor at the administration office address given on order confirmations and emails. This is for your protection as well as ours, ignoring this can lead to loss.
We try to use images that represent the product exactly or at least closely. Manufacturers make product changes from time to time and do not always provide new images along with the change, so there may in some cases be differences between the picture displayed on our site and the current product. All pictures on this site must therefore be considered 'for illustrative purposes only'.
Yes as far - as we can make it! In general we use the manufacturers own descriptions. Those are substantially correct but manufacturers do retain the right to make modifications from time to time and we must pass on that claim. We do try to keep up with all changes but cannot guarantee 100% accuracy 100% of the time - we try but 100% simply isn't possible. We also add our own opinions occasionally, they will be fairly obvious with phrases like "we think..."; these are just our honest opinions so please note that they are not part of the manufacturer's specification.
We regularly ship to Ireland, North & South and most of Europe at cost typically our 'Ireland/Europe C' service but do not generally export to worldwide destinations like US, OZ, RU, etc., we can however ship to a UK forwarding address for OZ, Africa, etc, for customers to arrange their own forwarding - and then of course their own returns if applicable. In this case UK spec, retail law, and established custom apply. A suitable export forwarding service is provided by forward2me.com who offer you a permanent UK 'Membership' address for repeat use for goods from any supplier to be forwarded at your cost.
For more info on offshore carriage and to to Europe - please see our new Carriage FAQs page (click)
If you have any difficulties or concerns please email
© All material copyright Motorcaravanning.co.uk and/or Neill & Dilys King 1999 - 2016 unless otherwise stated.