Frequently Asked Questions
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Website FAQ file
Following the UK decision to leave the EU, all items sent by us to non-UK destinations will be dispatched DDU or Delivery Duty Unpaid. What this means is that items that you buy will be subject to duty and VAT when they reach your country and you will be charged tax at your local rate (which is usually around 20% of the order value). We are very sorry for any inconvenience this may cause, but, at present, as we are a small company, this is the simplest and easiest way for us to deal with your order. We are looking at ways to improve this, and we will update this information as soon as we can. We recommend that all customers use our online shopping cart system with secure credit card encryption by World Pay. You can post your order to us, however this will take longer. Our address is: A.L. Products, 52 Margate Road, Southsea, Hants, PO5 1EZ, England.Please note that this is a residential address so please do NOT try to visit as being turned away may offend. Yes, we can accept Mastercard, Visa, Visa Debit/ Delta, Maestro, Solo, American Express and JCB cards via the WorldPay Secure Servers 
If you pay by card, the statement will just say "A.L.Products Ltd", so there's nothing to tell any other people what you've been buying :-) Card payments are handled via WorldPay, just select that option at the checkout and you'll be passed across to their secure servers to complete your transation We now offer FREE shipping for UK orders of £50 or more! For orders less than £50, postage to the UK is £3.50 for small parcels and £5.50 for medium parcels (long items such as riding crops and spreader bars etc). International P&P starts at £5.60 or 20% of the order value (whichever is greater), however this can be adjusted if you are ordering high priced but lightweight items. Please contact us for details. Low priced International items are usually sent by ordinary Airmail as Tracked and Signed For Delivery for such products can double the P&P cost. If you want your international order sent by a Tracked service, please get in touch and we will give you a price. To find the cost of shipping your order, just click on the Shipping Estimate button when you're viewing your shopping cart If you order by credit card the card company takes care of all the currency exchange details, so you pay in your local currency, but we get paid in Pounds. Note that your card company may add transaction or exchange rate charges to the cost, these are part of the terms and conditions for your credit card and are nothing to do with us. That does depend on what you are ordering and how busy we are. Most orders are dispatched within 24 (business) hours of being placed, or, indeed, if we have time, they may even be dispatched the same day, however being a small company we do get some periods where we have a big order to deal with which takes all our time. As per the requirements of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 we hereby state that we will dispatch all goods ordered within 30 days of the order being submitted, however we will, of course, endeavour to send them much sooner that that! Please remember that if you pay by cheque we have to wait four working days after we pay it in (which may take two or three days until we get to the bank) for it to clear before we can process the order. Yes, we may be able to do this, but we prefer not to. Wherever possible we deal with orders on a First Come, First Served basis as this is only fair, however if it is for a birthday or a special event we can move an order up the queue. We should point out that this is not our usual policy and we will not appreciate anyone abusing our generosity. If you want an item for a specific date, please ensure that you order early. If you want it for Xmas please order very early!! Please note that if your order says it will be shipped by Special Delivery, this is just the posting method that will be used, not a guarantee of next day delivery of your order, however we will, of course, deal with your order as quickly as possible. Standard orders are not generally sent by a tracked service Orders of £60 or more may, at our discretion, be sent by either by Special Delivery or UPS both of which are trackable. International Orders of higher value may be sent by International Tracked and Signed for Delivery at our discretion. If you specifically want your order to be sent by a trackable service, please let us know by stating this in the Additional Information box at the checkout, but please note that there may be an extra charge for this. Yes, we can ship to any country, although we cannot accept liability for postal delays to international destinations. Items that state that they are made from stainless steel use 304 grade Stainless Steel in their manufacture There are many types of stainless steel, however 304 is the correct grade for this sort of use. See our blog post on the different types of stainess steel for more information. If you want an item which is not in our catalogue or you want modifications to one of our standard items please send us a picture/ drawing and a detailed description of the work you want done and we will be happy to quote you a price. For complicated custom-made items we may charge a £30 fee for the extra design and manufacture work required. Please note, if you want to attach a picture to an e-mail we would appreciate it if you would ensure that the image is not excessively large. Yes, all goods are sent in plain padded envelopes or corrugated cardboard and brown wrapping paper and the return address will not have our business name on it, so your privacy is assured. Yes, but only for orders to be dispatched to UK addresses. Also please note that we must have the Credit or Debit Card "billing address", ie the one where the bills are sent to, in order for us to be able to validate the transaction. NB if the name on the Shipping Address is not yours, we reserve the right to include a note to the recipient stating that the goods were ordered from us in their name, this is to prevent anyone using us to harass someone. Your name will appear on the invoice which will be included with the goods unless you specifically request us to send the invoice to your billing address. There are companies which offer private Post Boxes, or, alternatively, you can get mail delivered Poste Restante to your local Post office. See the Post Office Website for details Please note that if you have mail delivered to another address, we still need your billing address (ie the one to which your credit card statements are sent) in order to validate your card transaction. Regrettably we no longer produce a printed catalogue as the majority of our customers access our site via the internet. Discount Codes can only be applied to goods which are not already discounted. They also do not apply to bundles of goods which are cheaper when bought as a set. Please note that you can only use one discount code per order. We much prefer customers to pay by Credit/ Debit card or PayPal. We can accept cheque payments sent to our correspondence address, however this may result in a delay in the dispatch of your goods as we will have to pay it into the bank and then wait for it to clear. If you are posting a cheque, the best way is to print out the invoice from the shopping cart page and send that with your payment. |
