SoRaiseYourGlasses

If you cannot find the answer to your question here please feel free to contact us on 01823 490037 between the hours of 9.00 and 16.30 Monday - Friday or by email at sales@soraiseyourglasses.com

Frequently asked questions:

These questions come up a lot and we are adding to them all the time. If your question doesn't appear here please go to the Contact Us page and submit a question. We'll be glad to help if we can.

Q: Can we deliver next day? 

A: Yes, but please call us so we can confirm that this is possible and we have the stock yopu require. There is an additional fee for  "express" delivery, but we can usually deliver next working day (Mon - Fri) and often on Saturday mornings within the U.K. and even to Northern Ireland and the islands. If you choose express delivery we promise to deliver in 2 working days, but if you need your goods on the next day, please call us and we will confirm to you whether we can get your order to you in time.

Q: Can we deliver on a Saturday?

A: Yes. As long as you call us to request delivery specifically on a Saturday (e.g. if you wish to order on a Friday and need the item the next day). There is a small additional charge of £2.50 for delivering to you on a Saturday as Royal Mail charge us for this service 

Q: Can we deliver on Sundays and Bank Holidays?

A: Unfortunately the answer is No, as there are no couriers willing to deliver on Sundays and Bank Holidays for a reasonable charge

Q: Can we deliver to countries other than the United Kingdom?

A: No, you need a U.K. delivery address and postcode to receive goods from us

Q: How do I know it is safe to place credit card details and personal details on this website?

A: We are very careful with your security. The most important identification to you that the website is safe is the lock sign that appears on your browser once you enter the checkout area. This signifies that the site has been certified as using a secure SSL server, which means that the data you input is encrypted such that no-one can intercept the data as you enter it, and that it is held securely once you have entered it. Further than that, we use Secure Hosting to process all credit and debit card data for us. They are the preferred payment gateway of "Safebuy" the UK's leading accreditation scheme for web retailers. They are fully approved by all the major banks, and we never see your card details - we just approve the transaction once we are ready to despatch to you.

Furthermore, we use the "Verified by Visa" and "Mastercard Securecode" process to re-direct you to your bank after you have entered your card details and before the transaction is completed. Because only you know the passwords etc., that you have set up with the bank, only the genuine cardholder can complete the codes which allows the transaction to complete successfully. At that point you are returned to our website and we can confirm the process is complete and the order has been successfully placed.  

You can also check that we are a fully legitimate business. We are listed in all standard directories at the address shown on our contacts page and with the telephone number shown there and at the top of every page of our website. You are welcome to call us (01823 490037) and ask any questions you wish. We are also registered at Companies House with the England Company number 4999915.

Q: Do you accept cheques?

A: No. We only accept payment by credit or debit card - Visa, Mastercard, Maestro, Electron and Solo

Q: Can we personalise our napkins?

A: No, the napkins you see on the website are pre-printed. The specialist processes required to print on napkins are something that we cannot offer, and suppliers we have contacted about it quote 6 - 8 week lead times, which we think is far too long.

Q: How quickly can we provide personalised banners?

A: As quickly as any other goods. We print them ourselves and we pride ourselves in meeting the same timescales that we meet for all our orders. If you order a personalised banner on Sunday, for instance it will be printed and despatched on the Monday. If you've chosen Express delivery your banners will normally be with you by Tuesday, and certainly by Wednesday.

Q: How many letters can we fit on a personalised banner?

A: Quite a few! Our software shrinks all the words to fit on the banner and so we can get quite a bit on, and it will still look good. We also use a second line of text if the first line looks too squashed. So, it's no problem to put on something like "Congratulations Natasha and Michael on your Silver Wedding Anniversary" and we can add the anniversary date on the second line "25th September 2011"

Q: Can we deliver other personalised goods in the same timescales?

A: For all personalised goods other than personalised banners we need one additional working day to get them printed and despatched to you. So, if you order a personalised bear or a personalised T shirt any time up to 4.00pm on a Monday, for instance, we will despatch the order to you on Tuesday, and if you have chosen Express delivery you will receive your order on the Wednesday of the same week. Orders placed over the weekend or bank holidays will be despatched on the second working day after the date of the order.

Q: What are your terms and conditions? 

A: Click here to view our full terms and conditions.

Q. What is your returns policy

A. The full terms are shown on the link above but in simple terms we'll always be happy to receive back, and refund on any goods that are unused and in their original packaging. It doesn't matter if you simply don't like the product once you have received it, or if you've ordered a bit more than you needed - we'll still take it back and refund you. All you need to do is send the goods back to us and include your name and order number in the package so that we can find the right order to refund against. We only refund the value of the goods, not the carriage charge.

Q. How are the carriage charges determined?

A. We try only to cover our costs in the charge we make for carriage. We have to pay for packaging, and for the cost of getting the goods to you, and we use predominantly signed for methods of carriage to ensure that the goods arrive safely and in good time. We also have to charge VAT on carriage because the government identifies getting goods to you as a service, and so even though stamps don't attract VAT we still have to charge VAT on carriage.

Q. I live in the Channel Islands. Can you remove the VAT from the cost of my order?

A. Unfortunately we can't. We have to pay VAT on all the goods we send out from here, and the process of registering for exemption and reclaiming the VAT would make the despatch of goods to the Channel Islands unecomnomic. In order to allow for this we only charge standard carriage charges to the Channel Islands (with the exception of vert heavy express items) even though it is sometimes more expensive for us to send goods to the Channel Islands

Q. I live close to Taunton where you are based. Can I collect my order and so avoid the carriage charge?

A. Yes. We're very happy for customers to collect. At the moment the carriage charge will still appear on your order confirmation, but we will remove this from your invoice and adjust the charge from your credit or debit card. Just tell us this is what you want to do. Make a note in the "Customer Special Instructions" on the last page of checkout before going to "secure payment", or telephone us on 01823 490037, or email us at sales@soraiseyourglasses.com However, please let us know quickly after ordering because we ususally get orders despatched on the day the order is placed or the next working day.

Please feel free to telephone us anytime for any reason. If we don't answer the telephone please leave a message and we'll call you back as soon as we can - 01823 490037

DELIVERY

 

 

Delivery : We normally despatch the day you place your order (if placed by 2.00pm) or the next working day subject to stock availability - we will call you if there's any problem

All orders are despatched within one working day unless we contact you to identify a problem. We normally despatch orders placed by 2.00pm on the same day as the order is placed. Choose EXPRESS to guarantee delivery within 2 working days (subject to availability - we'll contact you if there's a problem)

 

Standard delivery is by Royal Mail 1st class post and express delivery is by Interlink Express or Royal Mail Special delivery.

 

Standard carriage charges are determined by weight and range from £2.95 to £4.95. For express delivery an extra £2.45 is added. Slightly higher charges apply for heavy express orders only to the islands and Northern Ireland

We deliver to addresses in the U.K. only.

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SECURITY

 

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Your security: Once you move to checkout you are taken to a secure encrypted server, using SSL. You can see the "padlock" sign above appear in your browser confirming this. This means that all personal data you enter is fully protected.

All payments are accepted via Securehosting. The Securehosting payment gateway has approximately 2500 website customers and it is fully accredited by all major banks in the U.K. including our provider (Natwest Streamline).

  It is the preferred payment gateway of SafeBuy – the UK’s leading accreditation scheme for web retailers. The high level of security provided by Securehosting means that we do not see your credit card numbers which are held by them on their fully secure servers – they just allow us to approve the transaction when we have completed your order.

 

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