FAQs

1. Why Should I buy from The Accston Trading Company?

We know that there are a wealth of different online and traditional retailers for customers to choose from and we thank you for considering buying from us. We think you should buy from us as we offer great value for money, terrific customer service, a unique product range and we are an online retailer, proud of our traditional retailing standards. We pride ourselves on the high standard of customer care we offer and are pleased to see so many customers returning again and again.

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2. How can I contact you?

You can contact us by any of the following methods :-

e-mail - post@accstontrading.co.uk

post - The Accston Trading Company
          25 Milnshaw Lane
          Accrington
          Lancashire
          BB5 6ST

telephone - 0845 094 2396 or 01254 604 583

skype - the_accston_group

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3. How can I pay for my order?

You can pay for your order in a number of ways. Please choose the method you feel happiest with.

PayPal - This is perhaps the easiest method and allows you to pay by credit card, debit card or your PayPal account balance if you have one. It is not necessary to sign up for an account and is a very secure online payment method. Just follow the PayPal payment links to use this service.

Cheque / Postal Order - Please make cheques or postal orders payable to 'Accston' and send them with a copy of your order to our office address above.

Cash - If you wish to pay by good old cash we are happy to take your money. However, please ensure that it is posted to us by registered mail for your security.

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4. When will I receive my order?

5. Can I change my mind and cancel an order?

Yes you can is the simple answer. We understand that buying from a picture on the internet is not always the easiest way to buy. We do include good quality photos of all products and a detailed description, but understand that you may decide once you receive your order that you want to change your mind and that's fine with us. We are happy to refund the purchase price of any items returned back to us within 7 days of you receiving them for whatever reason. Please note that you should contact us to advise us that you are returning items and you should use a trackable and suitably insured postal method for returning them. Unfortunately we cannot refund for items damaged or lost in the return post to us but if you use such a postal method and damages or losses should be compensated by the postal company. All returns must be in original condition with all parts, tags, instructions etc intact.

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6. What do I do if an item I receive from you is damaged or faulty?

All of our items are individually inspected prior to dispatch by our own staff. However, occasionally some items may unfortunately arrive damaged in the post or faulty. If this happens, please contact us within 24 hours of receiving them and we will either arrange for a replacement to be sent or a refund to be made. If we ask you to return goods to us we will refund any reasonable postage costs associated with this and you must return them within seven days. The full procedure will be explained once you contact us.

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7. I expected to receive my order by now but it hasn't arrived. What should I do?

We aim to dispatch all orders within one working day of receiving them and will e-mail you if we have your address to confirm when your order has been sent. Most items are dispatched by Royal Mail services and you can expect to receive them within a day or two of them being dispatched. All in all you should have your goods within 3-4 days of ordering and in most cases you will have them sooner than this. If you haven't received them within one week of ordering them please contact us by any of the methods above and we will look into it for you as a matter of urgency. All items are dispatched with proof of posting from our carriers which helps us to sort out any problems.

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8. What personal details do you collect, how is it used and can I check this information?

We only collect the information we need to fulfil your order. This may include your name, address, telephone number and e-mail address. We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).This information is used initially for us to send your item/s to you, or contact you about your order and occasionally for us to send e-mails to you about new products, promotions etc. We take your privacy very seriously indeed and we never swap, sell or otherwise give your information to any third party, unless legally obliged to do so. Any marketing e-mails we do send to you will have instructions on the bottom on how to stop future e-mails being sent. We will not normally send you more than one marketing e-mail per month as we know how annoying they can be.

The information we hold will be as accurate and up to date as possible. You can check the information that we hold about you at any time by emailing us. If you find any inaccuracies we will happily delete or correct it promptly. There is no charge for this service.

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9. How much do you charge for delivery?

Our delivery charges are based on a per item charge which starts at just 75p. Our shop on the web automatically calculates the charge as you shop which is clearly displayed at the checkout. In addition, we also offer discounts when you buy more than one item per order. For example :-

                    Buy one greeting card and delivery will cost 75p
                    Buy one greeting card and one mobile phone booster and the delivery will cost £1.00

             The more you buy, the more you save and we also offer FREE delivery on any order of £50.00 or above.

             We aim to dispatch all orders within one working day of receiving your cleared payment and you will usually receive your goods approximately 3 days after ordering them. Our main parcel carrier is Royal Mail, using either First Class or Parcel services to ensure you receive your goods as quickly as possible and that they arrive in perfect condition.

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10. How do I make a complaint?

All of The Accston Trading Companies staff are extremely well trained and hopefully your interaction with us will be straightforward and enjoyable. However, we realise that there may be occasions when things do go wrong and we encourage all customers to let us know if this happens. Any complaints, or suggestions for improvement should be made either verbally, by e-mail or in writing by traditional mail to the customer service manager at the address in section 2 above. (Click here to go there now.)

Once your complaint is received, we will acknowledge receipt of it within 5 working days and, following investigation, let you know the outcome within 10 working days of that. If at that stage you are still dissatisfied, you can then refer the matter to the proprietor, who will again investigate and let you know the outcome within 15 working days. At this stage, the proprietors decision is final. This does not affect your statutory rights.

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