Terms and Conditions of Business,
Customer Safeguards, Privacy and Complaints Policies, etc.
We run a personal service, and do our best at all times to make sure that customers will be happy with the products we sell, and services we provide. However, so as to leave no doubt, the following notes allow customers to check on our terms and practices before ordering, or should they not be satisfied.
Mail Orders
All mail orders are charged the cost of postage, and a £1.00 per
order
handling charge, in addition to the price of the goods, unless
specified
otherwise. Our "How to Order"
page gives more details.
If it is necessary to identify an order, the date of the order, plus
the customer's surname and location, are sufficient to act as a
reference. If an invoice is raised, this will have an invoice number on
it.
For orders paid by credit or debit card, we do not normally process
the card transaction until the order is being made up ready for
despatch.
Telephone orders may be allocated an order number when received, and
the customer will be told this number at the time of making their
order.
Delivery
It is our normal practice to despatch orders within seven days of
receipt.
In the majority of cases it is within three or four working days. If we
are unable to process an order within 28 days of receipt we will
contact
the customer to confirm that the order is still required, to explain
the
delay, and to confirm our expected date of despatch. If an order is not
processed within 28 days, and our proposals are not acceptable to the
customer,
a full refund would be made.
Auctions
Our auctions are conducted according to the "Philatelic Auctioneers
Standard Terms and Conditions of Sale". Any other terms appearing in
our
printed auction catalogue also form part of our conditions of business.
This includes the notes printed on the reverse of the bid form. Any
notes
which appear in the printed catalogue are repeated in the website
version
of the catalogue.
Complaints
Simple complaints (such as an error of packing or of arithmetic) do
not need to be directed to any specific person. If the customer knows
the
name of the person who has dealt with their order, it is best if their
enquiry is addressed to them. In most cases, we try to maintain a
consistency
of contact (i.e. the person who answers an initial enquiry will usually
deal with a subsequent order), but due to the fact that not all staff
work
on every day of the week, more than one person may be involved with an
order.
More serious complaints (e.g. where satisfaction has not been gained)
should be addressed to Robert Murray, the owner and proprietor of the
business.
These can be marked "confidential" if required.
All complaints should be made to our shop address;
Robert Murray Stamp Shop
5 & 6 Inverleith Gardens
Edinburgh EH3 5PU, Scotland
Telephone 0131 552 1220
Fax 0131 478 7021
Email [email protected]
Enquiries in person, and by telephone, can be made during our normal
shop opening hours. See our Shop
Information page for full details.
Please make an appointment if you specifically need to see Mr. Murray.
Complaints will be acknowledged, at least, within five working days
of receipt. A full answer would be made within 28 days.
As members of the Scottish Philatelic
Trade Association, and of the Philatelic
Trader's Society, we are subject to their complaints procedures. If
any complaint cannot be satisfactorily settled directly between
ourselves
and our customer, we will openly give the customer full details as to
how
to make a complaint about us to these organisations. (We should point
out
that as members of the SPTA since 1977, and of the PTS since 1985,
there
have been no complaints to these bodies upheld against us. Disputes and
arbitration can
also be dealt with
by these trade bodies.)
Returns and refund
Should a customer not be satisfied with a product, they should return
it within seven days of receipt. Please note that we do not offer
stamps
"on approval", and orders are taken as firm orders. Special
arrangements
can be made for the delivery of items on approval, but this is done on
an individual basis. We understand that customers can from time to time
make errors in orders, and will always attempt to make refunds or
replacements
if this is practical. Customers are liable for the cost of postage to
us
when returning goods, and are responsible for the safe transit of the
goods
(including adequate packaging, and insurance where necessary). If
posting
goods to us, a receipt should always be obtained.
Refunds are normally made within a day or two of receipt, but would
always be made within thirty days. Our normal practice is to make a
refund
by the same method that the original payment was made (i.e. a credit
card
refund would be made if the original order had been charged to the
customer's
credit card).
Cost of Orders
The total price of an order can be confirmed in advance if necessary.
Some customers do not want to wait for confirmation first, in which
case
the price is that quoted on our website (or quoted individually by our
staff, where an item is not priced on our website), plus the cost of
postage
and handling, calculated as described on our "How
to Order" page.
Privacy Policy
We do not have our own specific privacy policy, but please be aware that we have
never passed any of our mailing lists or customer records to any third
parties
without the specific permission of that client.
Security
No personal information relating to individual customers is stored
on our websites. (The only exception being for example on our listings
sites, where dealers, auctioneers, philatelic societies, etc. have
their
contact details listed.)
All website maintenance is carried out by ourselves, and nobody outwith
our business has access to make changes.
Our server automatically informs us whenever changes have been made
to our websites, and tells us if anybody has attempted to enter the
site
using incorrect passwords.
Our websites are not secure for ecommerce, and we ask customers to
contact us in person, by letter, phone, fax, or email in order to make
orders.
The exception to this is where we use Google Checkout, which is a
secure system.
Items sent to to us
Nothing should be sent to us (whether by post, other carrier, or
delivered by a third party) unless we have asked for delivery or have
agreed to accept delivery. Anybody thinking of sending items for sale,
valuation, or identification, etc., must contact us first . We cannot
accept responsibility for items sent without our agreement. Should such
items need to be returned, we will charge our own delivery costs plus a
reasonable fee to cover the time spent. In absence of such costs being
paid, we reserve the right to dispose of the goods on the open market
to recover our costs.