This is a small family run business and we can say all of our customers have been happy with our service. Although we can honestly say we have had only one unhappy customer in the 10+ years we have been trading, we are required to provide a 'Legal bit'. This is it!

Spelling and Grammar checking As we get a lot of personalised information from customers, we do our best to check Spelling and Grammar errors. We do not take responsibility for spelling and grammar errors that we miss. This is down to the customer to check what they have written before sending the order and/or checking the 'Order Received' email that we send out after every order has been placed.

Policy: It has always been Cards'n'Scrolls policy to treat our customers in exactly in the way we like to be treated ourselves. Our toes curl at the sight of small print, but it appears that not only to add to our creditability but to comply with new legislation (EC Distance Selling Directive) we are required to offer you our own 'large print' version. You should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced).

Data & Privacy: The information collected from you at the time you place an order (on you or those you gift to) will be stored in our database and is used purely to carry out your instructions and action your payment. There are no circumstances under which, this information might be passed to a third party.

Supply: We undertake to supply you with the goods described in these Web Pages by the date that is listed on our website (currently 5-7 working days). If you have an urgent order it is always advisable to discuss your requirement on the telephone 020 7193 6000. Unless we have specifically agreed otherwise, delivery will be as soon as possible bearing in mind that our products are personalised and need to be made to order.

Contact: We will only contact you in connection with your instructions and keep you well informed should we have any difficulties providing you with the specific goods ordered, to be delivered by your date specified. We may also email you regarding your order.

Delivery: Obviously you the customer recognise that we do rely on Royal Mail's postal service for UK deliveries and International deliveries to perform the 'contract'. Whereas we have so rarely had a complaint about the quality of our goods, there have been a very small number of occasions (less than .01%) when due to circumstances entirely beyond our control our goods have not arrived by the requested time. Please note that once we have posted your order, it is in the hands of the Royal Mail. If your order does not arrive at all, we will re ship your order out (within a reasonable timescale as, although we post everything 1st class post UK, the Royal Mail does not guarantee next day delivery and can (although rarely) take 4-5 days to deliver, so we ask for your understanding), although in International deliveries, there is a 4 week time lag that Royal Mail ask us to wait until claiming non delivery.

Guarantee: We feel confident that we can unequivocally guarantee your total satisfaction with our product and service. Again you should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced).

Refunds: In the event of loss, or dissatisfaction with the product supplied and a replacement is not acceptable, the goods will need to be returned and a full refund will be sent. If initial payment was by Credit/Debit Card, then the refund will be made back to your Credit/Debit Card Company. If however payment was by cheque, then the refund will be posted to you by cheque promptly. Our major concern is to maintain our happy relationship with you our customer. If the goods ordered were a gift to a third party, we would ask them (your giftee) to contact us immediately if they feel the goods are not in perfect condition. We suggest that we will attend to this without any fear of embarrassment to you. We feel this is what you the donor would want us to do on your behalf.

Payment: It is our policy to action Credit/Debit Card payments on the day of order as the order is usually made up of different items and as the finished products are usually used for special occasions, we do not want any reason to delay your order. If Cheques are sent, then we will consider the order ready to be worked on (taking order queues into account) as soon as the cheque is received. Credit/Debit card payment is through our own bank the Bank of Scotland via a secure Merchant Terminal

VAT: We are not Vat registered

Complaints: Well we don't have a procedure - because we have only had one in the 7 years we have been trading (and we gave an immediate refund) Clearly we would take any complaint very seriously and would expect to contact you almost by return. We would expect to hear from you within a reasonable timescale.

Cancelling an order: If we have not started, or posted your order, you can cancel. You cannot cancel a personalised order and expect a full refund if we have already processed/posted it. This does not affect your statutory rights.

Under the Consumer Protection (Distance Selling) Regulations 2000 you have a statutory right to cancel your order and receive a full refund, apart from items personalised for you.

Law and Jurisdiction: Any contract for your purchase from Cards'n'Scrolls is governed by and has to be interpreted under the Law of England, and you agree that such contract will be subject to the non-exclusive jurisdiction of the English courts.

(Sorry, have struggled to find more sympathetic wording on this point without success, I fear)

Final Note: We are a company that believes in giving the customer the best service we can, and we have always enjoyed an open and trusting relationship with our existing customers, so it hurts us to have to write down what has just been mutually understood between us over so many years.

Any concern that you might have regarding security, privacy or complaint in connection with making a purchase online may always be taken up with us. Please ring 020 7193 6000

Kindest Regards

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