Store Policy

The business started in 1993 and has traded on the Internet since 1998. We have put far too much time and effort into our business to allow you to be dissatisfied with the products or service. Our objective is for you to be completely satisfied. If you have any problems with the product(s) or service just contact us an we will do our uppermost to sort it out.

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

 

Pre-Orders (Commissions):
Pre-Orders are taken against products before being made. The money is debited from your credit card at the time the order is taken by the Payment system and we will then undertake to supply you the product within specified date, as shown on this website.

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Despatch of your order...
We endeavor to despatch 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 despatch of your order. If for any reason there's a delay with the expected delivery time, we 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 we 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 holiday times. Details of our holiday times are posted on the website.

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Delivery to UK addresses...
All orders delivered to UK addresses (except those detailed next) are normally despatched via Royal Mail and may need to be signed for on delivery. Therefore, you should normally receive your items within four working days after you have placed your order. Please allow a couple of days extra delivery time for Scottish Highlands & Islands or Northern Ireland.
 

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Delivery to International addresses...
All orders delivered to International addresses are normally delivered using your local postal services. You can expect to receive your items within 14 working days after you have placed your order.  We can arrange faster (Courier) services, there will usually be an option on Checkout 

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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 we are permitted to levy a charge equivalent to the amount required to make those goods saleable as new. Once we have received them back, we will arrange to either credit you or replace the goods. If products are unwanted we cannot refund the carriage charges or any costs incurred by you in returning them. We do advise you to return any goods to us via a service requiring a signature on delivery and providing insurance e.g. recorded delivery, as, if they are lost, we cannot be held responsible for them.
Recorded Delivery provides basic insurance cover for you up to the value of £27. Special Delivery offers higher levels of insurance.(UK)
We 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.

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Damaged or faulty goods..
Where goods are faulty or damaged you must contact us as soon as possible on +44 (0)7976 739535 or via email. The goods will have to be returned to us before we can either refund or replace the order. We do advise you to return any goods to us via a service requiring a signature on delivery and providing insurance e.g. recorded delivery, as, if they are lost, we cannot be held responsible for them. Recorded Delivery provides basic insurance cover for you up to the value of £27. Special Delivery offers higher levels of insurance. I cannot accept liability for packages damaged during transit from you to me so we advise you to package the goods adequately to prevent damage from occurring.

Return of Products...
All products that are returned to us 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...
We welcome all feedback about our service and we aim to deal with any problems or difficulties both quickly and fairly. If you feel you have a complaint you wish to make please e-mail me us at companyofmarionettes@gmail.com or call +44 (0) 7976 739535 For issues that cannot be resolved immediately we will respond within 48 hours* either resolving your complaint or with an expected timescale for resolution of the issue.

*Excepting for holiday times. Details of our holiday times are posted on the website.