Help!
- How to Order
- Order Processing & Dispatch
- Order Cancellation
- Pre-Orders
- Payment Security & Credit Card Safety
- Stock Availability
- Delivery Options
- Pricing Policy
- Returns Policy
- Christmas Returns Policy
- Recycling Household Electrical Equipment
- Privacy Policy
- Business To Business Terms
- Business To Consumer Terms
- Packaging info
- Non-Delivered & Delayed Orders
- Gift Vouchers
- Delivery During Severe Weather
Conditions
- Complaints
- Contact Us
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How To Order
Ordering is easy and can be processed in four different ways:
- Online via our secure site.
- Telephone.
- Fax.
- Post.
We accept orders from every country in the world. We accept
payment via Visa, Mastercard, Maestro, Visa Debit, Visa
Electron, BACS and cheque. We also accept payment via PayPal and
Google Checkout. If paying by cheque, funds must clear before we
can dispatch your order. All payments should be denominated in
Pounds Sterling. Cheques should be made payable to 'CuteBitz
Limited'. For all offline orders please check our
contact details.
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Order Processing & Dispatch
We aim to dispatch all orders placed before 2pm (Monday -
Friday) the same day, subject to stock availability and any
security checks. All orders are dispatched via Royal Mail or
courier. We aim to dispatch all orders placed after 2pm (or at
weekends) the next working day.
During times of peak seasonal (for example Valentine's Day,
Father's Day, but especially Christmas) delivery may take
slightly longer than usual due to the volumes of orders we
receive.
Every product tells you if it's in stock or not, and also the
expected delivery time. If for any reason there's a major delay
with the expected delivery time, we'll contact you and explain
the situation.
Most UK orders are received within 1 - 3 working days, however
please allow up to 5 working days before contacting us.
International orders are usually received within 5 working days,
however please allow up to 15 working days before contacting us.
Pre orders can be cancelled any time up until the item has been
sent to the warehouse for processing.
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Order Cancellation
You can cancel any order that has not yet entered the “Delivery” process. Please contact us via email to notify us of a
cancellation.
Please Note:
Orders are sent to our fulfilment centre for processing within 1 hour of being placed. Once an order has been sent to the
fulfilment centre the “Delivery” process begins. We will make every
effort to recall your order, however due to the large volume of orders we
handle, we are unable to guarantee cancellation of the order before it ships.
If the order you want to cancel has already entered the "Delivery" stage, you will need to wait until the order is delivered to you
before you and then subsequently contact us to return it.
Orders are sent to the warehouse automatically 24 hours a day, 7
days a week. |
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Pre Orders
If you would like to order a product before it has launched, or if it is currently out of stock, you can place a Pre-Order with us.
If you are paying via credit/debit card you will not be charged
until your order ships.
The expected arrival date of pre order items is shown on the
product page. This date is not guaranteed and is possible to
change. We recommend monitoring the site to receive up-to-date
on expected arrival of pre-order items.
Items available to Pre Order are displayed with
a due date and yellow pre-order button. By pre Ordering your
order will be guaranteed to ship as soon as stock becomes
available to us. |
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Payment, Security & Credit Card Safety
We are fully PCI compliant and use SSL encryption when taking
payments online. After you click on the "Proceed to Checkout"
button, secure pages are indicated by:
- the web address changing from "http://" to "https://";
and
- a "padlock" symbol (or key) in the bottom
right-hand status bar of your web browser.
We use the latest security measures to protect your details when shopping with us. We use 256-bit SSL Software to encrypt your
details when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction.
Potentially fraudulent transactions are constantly monitored and we use the help of Verified by Visa, MasterCard Secure and 3D Verification to verify a user’s address in gaining authority for sales charged to their credit / debit card. From time to time we may also implement further security measures such as contacting the customer directly via telephone or email to ensure that customers do not become victims of fraud.
These additional security checks can delay order processing by 1
- 2 days, however we would stress this is to ensure your safety
when shopping with us. |
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Stock Availability
We display stock levels of each item on every product page.
Items are shown to be either "In Stock" or "Out Of Stock".
Please ensure you check the product page for each item you order
to ensure you are aware of the stock availability. When items
are Out Of Stock the expected delivery date is displayed and you
are able to Pre Order these items. Please Note: These due dates
are subject to change and not guaranteed.
In the event that an "In Stock" item is unavailable we will
contact you immediately to notify you of this error. |
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Shipping & Delivery
We aim to dispatch all orders placed before 2pm (Monday -
Friday) the same day. Once your order is dispatched you will
receive an automatic email confirming this. Please add us to
your "safe list" to ensure this doesn't end up in Junk Mail.
We accept orders to all BFPO addresses.
We offer a range of delivery methods. These are:
UK Standard Delivery - Now Free!
No matter what you order, we're currently offering
FREE DELIVERY on all orders.
Goods are dispatched via
either 1st Class Post or Courier (dependant on weight) and
should arrive with you in approximately 1 - 3 working days. We aim to dispatch all orders
placed before 2pm the same working day and within 1
working day during peak times. The vast majority of these orders arrive the next working day after dispatch,
however on occasion
delivery can take a little longer than this, so please be
patient and wait at least 5 working days before contacting our
Customer Service Team. Please Note: This delivery service does
not provide a guaranteed delivery date. Please bare this in mind
when ordering gifts for Christmas, Birthdays etc. To view
details on non-delivered or delayed UK orders please click
here.
Please note: We are currently unable to ship goods to the
Channel Islands.
UK Express Delivery - £6.95
Express orders are given priority when being picked and packed
in the warehouse. We aim to dispatch all Express Orders received
before 2pm (for items marked "in stock") the same day. Your
order will be dispatched via the most appropriate method to
ensure your order arrives with you within 2 working days.
Currently 90% of orders are received next working day.
Please note: This service often requires a signature upon delivery
and is not guaranteed.
If you chose our Express Delivery service and our delivery
partners do not attempt to deliver to you within the given time
frame we will refund you the difference between the Express and
Standard Delivery charge (£3.95).
European Deliver - £9.95
European Orders are dispatched via either Airmail or courier.
Most European Deliveries are received in 3 - 5 working days,
however, on occasion deliveries can take slightly longer and we
ask you to allow up to 15 working days before contact our
Customer Service Team.
The option to upgrade European Delivery to a Courier Service is
available at an additional cost. This is dependant on weight and
order value, but is usually an additional £10.
If you chose our Express Delivery service and our delivery partners do not attempt to deliver to you within the given time frame we will refund you the difference between the Express and Standard
Delivery charge.
USA & Canada Deliver - £14.95
Orders to the USA and Canada are dispatched via either Airmail or courier.
Most deliveries are received in 5 - 7 working days,
however, on occasion deliveries can take slightly longer and we
ask you to allow up to 15 working days before contact our
Customer Service Team.
The option to upgrade your delivery to a courier is
available at an additional cost. This is dependant on weight and
order value.
Rest Of World Delivery - £19.95
Orders shipped to "rest of world" locations are dispatched via either Airmail or courier.
Most deliveries are received in 7 - 10 working days,
however, on occasion deliveries can take slightly longer and we
ask you to allow up to 15 working days before contact our
Customer Service Team.
The option to upgrade your delivery to a courier is
available at an additional cost. This is dependant on weight and
order value.
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Pricing & Promotions Policy
Prices are shown against each product and inclusive of 20% VAT. Shipping and other costs are clearly shown either at the point of selection or before you commit to your purchase. We make every effort to ensure that all pricing information on the
website is accurate. If we discover an error in pricing of your
order we will contact you as soon as possible using the contact
details provided. At that time, we will offer you the opportunity
to either cancel your order and receive a full refund or to continue with the order and pay the correct price. We will not be obliged to supply goods at the incorrect price. If we are unable to contact you or we receive no reply from you, we will cancel your order and any monies paid will be refunded.
Prices that are reduced for sales and promotions are only valid for the specified period stated.
We reserve the right to adjust prices, offers, goods and specifications of goods on the
website at our discretion at any time before (but not after) we accept your order.
All prices on our websites are in GB Pounds (UK Pounds Sterling) and for mainland UK customers are inclusive of VAT at the prevailing rate.
Non-EU customers are responsible for Import Duty/Tax in their respective countries. Unfortunately we cannot advise you what these costs will be - please consult your local customs office for more information.
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Returns Policy
We hope that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your statutory rights.
Please return all items via Royal Mail unless advised otherwise.
We recommend you use a secure delivery method which requires a
signature upon receipt (such as Royal Mail First/Second Class Recorded
Delivery) and which insures you for the cost of the items being
returned, as in the rare event of the parcel going missing, you
are responsible for the returned products until they reach us.
if you are returning an item via courier (including Parcelforce)
please contact us PRIOR to sending your goods.
We are afraid we are unable to refund or dispatch replacement
items until the original goods have been returned and received
by us.
Unwanted Items
You can return an unwanted product within 14 days of the date on which you received it and we will refund you any money
(excluding original delivery costs) which you have paid us for that product. The product needs to be
returned in an ‘as new’ condition and complete with all
packaging and components. All you pay for is the return postage
of the goods. Please contact us BEFORE returning your order by email (sales@cutebitz.com) to inform us of your wish to return the goods and we will allocate you a Returns Number.
Please include a Returns Forms with your return. This can be
accessed by clicking here.
If you cannot print the returns form, please include a separate letter with your return detailing all the relevant information – including the return reason code.
If you return a product to us that is not in an ‘as new’ condition we reserve the right to return the product to you
(at additional cost to you), or refund you in CuteBitz.com Gift
Vouchers rather than credit your payment card.
Certain products and services are excluded from this returns policy, including food/perishable items, personalised products or those made to order. These items cannot be returned for a refund unless faulty.
Faulty Goods
If you receive an item from us which
develops a fault or which you did not order, please contact us via email (sales@cutebitz.com) to inform us within 30 days of receipt and we will arrange a refund or replacement.
We will provide you with a returns form and advise you how to send the item back to us; usually this will be by
via Royal Mail though for larger items we may require a courier to collect them from you.
Discrepancies & Missing Items
You must notify us of any discrepancies or
missing items within 48 hours of receipt of your order via
email.
Goods Damaged In Transit
If your goods have been damaged in transit, you must report the incident
to us within 48 hours of receipt. If the damage is clearly visible on delivery, then you must note this on the delivery note when you sign for the goods. Once the damaged goods have been received back into our warehouse, we’ll issue you with a replacement product.
International Returns Policy
Our International Returns Policy is the same as our standard
returns policy, with the exception that we are unable to refund
or cover original, return or replacement postage costs in any
situation. We are afraid that these are the responsibility of
the customer.
Please Note
We are unable to provide a refund if you provide us with the
incorrect/wrong shipping address. Please check your confirmation
email to ensure you have entered all details correctly. We are
also unable to provide a refund for personalised orders or some
items due to hygiene reasons.
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Christmas Returns Policy
Looking for our Last Christmas Posting Dates? Click here.
We know a lot of items bought from our site are intended as a
gift.
If you purchase something from our site for Christmas and the recipient doesn't
like it (heavens forbid!) you can send the product back to us for a refund as long as the product is
unopened and in perfect condition.
You must advise our customer service team before the 15th January and we must receive it back in our warehouse before the end of the
January. Recipients can send their gifts back directly and we can offer them a
CuteBitz.com gift voucher matching the value of the initial purchase.
This applies to any order purchased between the 14th November and the 25th of December, which falls outside the normal
14 day guarantee.
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Recycling Household Electrical Equipment
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to
make producers pay for the collection, treatment and recovery of waste electrical equipment. The
regulations also mean that suppliers of equipment like high street shops and internet retailers must allow
consumers to return their waste equipment free of charge.
Further information on this can be found
here.
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Privacy Policy
CuteBitz Limited makes a commitment to protecting your privacy and promises only to use information collected about you in accordance with our
Privacy Policy.
CuteBitz is registered with the Information Commissioner in accordance with the Data Protection Act 1998.
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Packaging Information
Most CuteBitz.com orders are shipped in corrugated containers which on average contain 43% recovered
fibre content. Once used, these containers are 100% recyclable
for use in the manufacture of other paper products. To protect
your order we use a combination of either air-filled pillows
which are 100% recyclable and non-toxic or paper packing
materials (again 100% recyclable).
If a customer cannot reuse or recycle these cushions, they can be deflated and disposed of. Deflated air cushions take up less than 1% of their inflated volume.
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Non-Delivered & Delayed Orders
In the unlikely event your order does go missing we will attempt to resolve the issue as soon as possible.
For UK deliveries, if you order has not arrived within 5 working days from the
date of dispatch please contact us. Please do bare in mind that,
although we attempt to resolve all non-deliveries as soon as
possible, orders will not be classed as "lost" by our carriers until 15 working days has passed from the date of dispatch and we may not be able to dispatch a replacement
order until this time has passed.
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Gift Voucher Terms
Gift Vouchers may be redeemed at our website (www.cutebitz.com). Any unused balance will be held in the recipient's Gift Voucher.
If the value of your order (ie. product cost and any applicable P&P charges) exceeds the amount of the Gift Voucher, the balance may be paid by credit or debit card.
Gift Vouchers and unused portions of Gift Voucher expire one year from the date of issue, where permissible under applicable law.
Gift Vouchers cannot be applied to historic orders already placed with CuteBitz.com.
Usual CuteBitz.com Terms and Conditions of purchase and use of the CuteBitz.com
web site apply.
Please Note: Gift Vouchers can not be reused. They are
non-refundable, non-transferable and have a cash value of
0.0001p.
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Delivery During Severe Weather Conditions
During serve weather conditions (such as flooding or snow) deliveries across the country may be delayed.
We hope that your order does arrive on time, however some
deliveries could take a little longer than usual to be delivered, depending on the weather conditions in the part of the country the delivery is going to
and because the weather conditions may affect our carriers getting to and leaving from our fulfillment
centres.
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Complaints
We welcome feedback on our service and we aim to deal with any
problems or difficulties experienced in a quick and fair manor.
If you feel you have a complaint you wish to make please email
info@cutebitz.com.
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