Terms and Conditions - Marionettes

Tony Sinnett - Handmade & The Company of Marionettes

The business started in 1993 and has traded on the Internet since 1998. I've put far too much time and effort into my business to allow you to be dissatisfied with the products or service. My objective is for you to be completely satisfied. If you have any problems with the product(s) or service just call me on +44 7976 739535 and I'll do my uppermost to sort it out.

Statutory Rights: 
None of the information here affects your statutory rights.

Pre-Orders: 
Pre-Orders are taken against marionettes as new designs or commissions. The money is debited from your credit card at the time the order is taken and I will advise you of an expected date for completion

Back Orders:
Products that are out of stock, or are made to order, will have a waiting time, these times are indicated according to each product. On receipt of an order I will give you an expected delivery time. You will always be emailed with the option to cancel your order if you would rather not wait, note you must respond within 7 days to this notice or I will assume that you wish your order to be processed and will be supplied as soon as available.

Dispatch of your order...
I will endeavor to dispatch orders within two working days of receiving the order*, subject to stock availability. However, during seasonal peak demand there may be a slight delay in the dispatch of your order. If for any reason there's a delay with the expected delivery time, I will contact you and explain the situation. A full refund is always available if you are not happy with the expected delay, up until the time I actually post your order. Products that are out of stock, or are made to order, will have a waiting time, these times are indicated according to each product. On receipt of an order I will give you an expected delivery time.
*Excepting for times when I'm on holiday. Details of my holiday times are posted on the website and on the answerphone of my phone.

Delivery to UK addresses... 
All orders delivered to UK addresses are dispatched via Royal Mail and will need to be signed for on delivery. Please allow a couple of days extra delivery time for Scottish Highlands & Islands or Northern Ireland.

Delivery to International addresses... 
All orders delivered to International addresses are normally delivered using airmail courier services. You can expect to receive your items within 14 working days after you have placed your order.

Distance Selling Regulations: 
Under the Distance Selling Regulations you have a right to cancel your order for any item purchased on this website, for a full refund. I am pleased to support your right to a cooling off period, under the Distance Selling Regulation, during which you may cancel your order for any reason within 7 full working days. This does NOT apply however to items personalised or made to your specification. The goods should be returned essentially in an "unused" state, allowing them to be sold "as new" elsewhere. If this is not the case, then I am permitted to levy a charge equivalent to the amount required to make those goods saleable as new. Once I've received them back, I will arrange to either credit you or replace the goods. If products are unwanted I cannot refund the carriage charges or any costs incurred by you in returning them. I do advise you to return any goods to me via a service requiring a signature on delivery and providing insurance.
I cannot accept liability for packages damaged during transit from you to me so I advise you to package the goods adequately to prevent damage from occurring.

Damaged or faulty goods.. 
Where goods are faulty or damaged you must contact me as soon as possible using the details on the contact page. The goods will have to be returned to me before I can either refund or replace the order. I do advise you to return any goods to me via a service requiring a signature on delivery and providing insurance.. I cannot accept liability for packages damaged or lost during transit from you to me so I advise you to package the goods adequately to prevent damage from occurring.

Return of Products... 
All products that are returned to me for a refund must be returned in their original condition. This means that all the items included in the original shipment must be included.

Complaints... 
I welcome all feedback about my service and I aim to deal with any problems or difficulties both quickly and fairly. If you feel you have a complaint you wish to make please use the form on the contact page or call me 44 (0) 7976 739535 For issues that cannot be resolved immediately I will respond within 48 hours* either resolving your complaint or with an expected timescale for resolution of the issue.

*Excepting for times when I'm on holiday. Details of my holiday times are posted on the website and on the answerphone of my phone. I will respond as soon as possible to any complaints left on the answerphone, e-mail or by post.