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General Questions
Other Links:
Where is China Etc & how can I contact you? back to top China Etc is in Staines in Middlesex, England. If you need to contact us with any enquiries or suggestions please call, fax email or snail mail as follows: China
Etc Ltd Telephone: 44 (0)
1784 210 019 (From the US you will need to dial 011 44 1784
210 019) Do you have a shop? back to top We do not have a shop where you may come and view products, but we do have a collection point if you would prefer to collect your order rather than have it delivered. Our office opening hours are as follows(GMT):
Can you send me a catalogue? back to top Sorry no. We do not have a hard copy catalogue. We have tried to make our web site as comprehensive as possible to serve this purpose. We regret we are unable to offer a gift wrapping service due to the fragile nature of our products and the packaging required to ensure goods arrive safely. However, if your order is a gift we will of course enclose a gift card at your request. My pattern has been discontinued. Can you help? back to top Unless your pattern has been very recently discontinued and is still in stock at the factory then it is unlikely we would be able to help you. We recommend that you contact discontinued china dealers for this purpose. Do you sell "second hand" china, "seconds" or "rejects"? back to top All of the products we sell are brand new, of perfect quality and directly from the manufacturer. Occasionally we may offer seconds and when we do, these will be on special offer and clearly marked as seconds on our website. I would like to sell my dinner service. Will you buy it from me? back to top Sorry, no. We only buy brand new, straight from the manufacturer. I have inherited some china. Can you give me a valuation? back to top Sorry, no. We only have information on current products. If the pattern you have is not on our website then we will be unable to supply prices for you. We suggest you contact discontinued china dealers or the manufacturer directly for further assistance. How much do you charge for delivery? back to top UK mainland deliveries are charged a flat rate of £7.95. For overseas orders, shipping charges are calculated by weight, number of items and destination. The easiest method to calculate how much shipping will cost, is to add the items you are interested in ordering to our shopping cart. Our website will then calculate your order total including delivery for you. Don't worry - you have not placed an order until you enter your payment details and submit your order for processing. How do you ship and when will my order arrive? back to top It is difficult for us to say exactly how long your order will take to arrive since not everything is within our control. Since we do not keep all items in stock, some items may need to be ordered for you from the manufacturer and the time it takes to come from them depends on whether they have the item sitting on their shelf, or whether they must make it for you. On "average", we ask you to allow approximately 4 weeks for delivery, however in many cases orders will be fulfilled much sooner. If you require goods by a specific date we will always do our best to accommodate wherever possible. Please ensure you let us know when you place your order so we can let you know if we foresee any delays. Alternatively, we are always happy to advise of approximate delivery times for specific products if you wish to contact us prior to placing your order. UK
deliveries:- Overseas
Shipments:- What happens if my order arrives damaged? back to top Your shipment is fully insured. In the unlikely event that damage does occur in transit, please let us know within 7 days of receipt and where possible, we will organize a replacement. If the item is purchased from our sale pages and a replacement is not available a refund or exchange will of course be offered. We may ask for a photograph of the damaged goods, or our insurance company may want to inspect them so please keep hold of the pieces and the packaging until notified. What is your returns policy? back to top Customers may cancel their orders in writing within 7 days of receipt of the order provided it is returned to us unused, in saleable condition and with the original packaging. Goods may not be returned without prior consent by China Etc. All returns will be assigned a returns number by China Etc once we have received your written request. Any import duties charged will not be refunded and return shipping costs are the responsibility of the customer. Goods being returned from outside the EU may result in a customs charge to China Etc, so to avoid refusal please ensure you contact us first for return instructions. If goods are not returned within 30 days, we reserve the right to organise collection and all costs to retrieve the goods will be charged to the customer. For faulty/damaged items we may arrange collection or ask for photographic evidence. In some cases goods may be non-returnable, e.g.. items made to your specifications. If you have any doubts/questions about your purchase we recommend that you contact us before placing your order. How can I check the status of my order? back to top Once you have placed your order you will receive an automated order acknowledgement by email that will contain your order number. You may email us at any time regarding the status of your order, and to enable us to deal with your enquiry quickly, please include your order number in the message. Alternatively you can check the status of your order via the order history link on our website. Once your order has been dispatched we will send you an email containing the tracking details. Where are your products made? back to top All of our products are first quality and original and may be made in any such country decided by the manufacturer. Manufacturers often change their place of manufacture and this is beyond our control. Therefore, returns will not be accepted due to the country of origin not being the UK. Likewise, if you are ordering items to match existing items you already have, we cannot guarantee that they will be made in the same place, nor can we guarantee an exact match. Is my transaction secure? back to top Yes! We take credit/charge card information security seriously and use a variety of technical solutions to make shopping safe at China Etc. Secure
Socket Layers (SSL)
What payment methods do you accept? back to top We accept all major credit/debit cards:- Visa, MasterCard, American Express, Switch/Maestro and Solo. We also accept cheques or international money orders made payable to "China Etc Ltd" in UK Pounds Sterling.
When will you charge my card? back to top As soon as we dispatch the goods if they are in stock, or when we place your order with the factory if not. Do I have to pay VAT? back to top If we are to be delivering goods within the UK or anywhere within the European Union then yes, by law we have to add 20% VAT. All of the prices on our website are shown excluding VAT. If you are ordering from overseas e.g. USA and wish for us to deliver the goods to somebody residing in the UK for example, VAT will apply. Will I have to pay import duty? back to top If
you live in the UK or European Union then no, but some other countries may
impose import duty which is, unfortunately out of our control. What currency will you charge my card in? back to top Since we are a British company, we only have the facility to charge in UK Pounds Sterling. Our website offers prices in US$ and Euros as an approximate guideline only. Your credit card company will convert the transaction into your currency for you. Why is the charge on my statement different the the total shown on your website? back to top We only charge in UK Pounds Sterling. The total shown on our website in UK Pounds Sterling is accurate, however any prices shown in US$ or Euros are there for your assistance and are approximate. Although we update the exchange rates on our website regularly, we cannot guarantee the exchange rate your card issuer will use to convert the transaction. Slight variations in currencies other that UK Pounds Sterling will occur. |