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International Orders : The Contrabass Shoppe Ltd: Policies, Sales Terms & Conditions for Online and Telephone Orders of Accessories for International Buyers. Your Most Frequently Asked Questions - click on the question for an answer I have just placed an order. What happens now? I have received the automated response. What happens now? Can you tell me what credit and debit cards you accept? Can you tell me what credit and debit cards you don't accept? Can you tell me at what point I become the owner of the goods that I have ordered? Are all your prices inclusive of UK VAT? Will I incur any import duty on my order? I noticed that you altered your prices on certain items. Are you allowed to do that? Are all your accessory items available for immediate dispatch? If I place an order - are my card details safe? Can you tell me what your Privacy Policy is on the storage of my data? How is my item normally delivered? Do you make any adjustment (reduction) for shipping multiple orders? How is my item normally delivered? I wasn't in when the post man called and he has left a card. What should I do? What is the last date for deliveries in time for Christmas? I have received the wrong item. What should I do? I have received an item that has sustained damaged in the post. What should I do? I want to return an item even though it is not faulty. How do I go about it? I have just placed an order. What happens now? Following the placement of an order with The Contrabass Shoppe Ltd you will receive an automated response that confirms the item or items required, your invoice address, the delivery address and any message that you entered into the "message" box. The automated response is also your acknowledgement that the order has been safely received by our secure server. You should receive the automated response within 24 hours of placing your order - however if you have not received it within this time you should;
Disclaimer; Please be aware that we cannot be held liable for acts or omissions that are out of our control including telecommunications service providers, networks and equipment.
I have received the automated response. What happens now? The Contrabass Shoppe Ltd will receive your order as an E-mail. We then access our secure server to view and print out both your order and payment details. As soon as the necessary information has been printed out - the electronic records are permanently deleted from the system. The next stages of your order can now take place. This is what happens;
Can you tell me what credit and debit cards you accept? You can pay for your online or telephone order using the following cards: Visa, MasterCard, Delta, Maestro, Switch and Solo. We also accept Visa Electron cards - but not for mail order or telephone orders. Visa Electron cards can only be used when they are swiped through the terminal equipment whilst the cardholder is present.
Can you tell me what credit and debit cards you don't accept? We do not accept American Express cards or Visa Electron - when the card holder is not present.
Your payment details are normally processed through our card terminal equipment once your item has been wrapped and made ready for dispatch. For those items that are made to order or which have to be obtained especially - we normally require payment in advance. In such circumstances we will contact you to advise on availability, estimated delivery date and on payment terms.
Can you tell me at what point I become the owner of the goods that I have ordered? Once The Contrabass Shoppe Ltd has processed your card details - good title will transfer to you and a contract will have been formed between you - the customer - and us - the supplier.
Are all your prices inclusive of VAT? Re Accessories and Delivery charges; Yes. All prices advertised are inclusive of UK VAT at the standard rate of 17.50%. When you receive your invoice you will notice however - that the element of UK VAT has not been shown separately. This is because under UK VAT primary legislation relating to the zero-rating of exports - providing that we hold clear and valid commercial documentary evidence that the item has been sent - or "Exported" - to a destination outside the EC - the supply can be "zero-rated" or in other words made exempt.. Re Books; Books do not incur VAT because they are zero rated.
How do you account for the UK sales tax when you "Export" items to countries outside the European Community (EC)? When items are sent to destinations outside the European Community it is necessary to comply with a number of official procedures and declarations that satisfy the regulations made by UK Custom & Excise. In simple terms - this means that there is a lot more paperwork in comparison to a domestic or intra-EC transaction. Much of the additional work involves preparing and producing a commercial invoice and in completing a customs declaration. In total - the additional requirements can easily add another 30 minutes to the time that it takes to dispatch an order. Re Orders upto GBP 150.00; On orders up to a value of GBP 150.00 - it is our policy to offset the element of UK VAT - against the additional time involved in preparing and shipping to a destination outside the EC. From past experience we believe that because most countries have a duty free allowance of around GBP 100.00 that any orders of around this value - should safely arrive at their destination without the customer incurring any import duties. Re Orders above GBP 150.00; For orders that have a value above GBP 150.00 your items will be zero-rated in the normal way and you will be charged the "Export" price. The Export price is the advertised price less the element of UK VAT which is currently set at 17.50%. You will be informed by E-mail of the Export price only after your card has been charged and your item has been dispatched. The E-mail will also inform you how much we have charged you for the shipping and state the total amount - that we have charged your card.
Will I incur any import duty on my order? For all our clients in North & South America, Asia, Australasia, Africa and the European countries outside of the European Community (EC) fiscal (VAT) area - there may be import duty levied on the purchase price of your acquisition. The amount payable will depend on the type of product that you have purchased, the value and on the regulations that apply in each individual country. If you're local customs authority does implement charges you will be responsible for settling them. For the purposes of this web site www.contrabass.co.uk it is not possible to maintain a database containing the complete, accurate and up-to-date information relevant to each country. However - as a rough guide only - the duty free allowance permitted by each individual country should enable most low value items or orders - upto a value of GBP 150.00 - to be delivered duty-free. For more information regarding the question of import
duty and for suggestions and links to help you determine the correct
rate applicable to your country - please
click on our Import Duty Page by here.
I noticed that you altered your prices on certain items. Are you allowed to do that? Yes. We reserve the right to change our prices at any time. Any orders received prior to a price change (increase) will not be affected or subject to the price difference.
Are all your accessory items available for immediate dispatch? Yes and No. We do hold the greater majority of advertised items in stock and as such they are available for immediate delivery. Occasionally however - there may be circumstances when we are awaiting delivery of new stocks or for certain items such as the less popular makes of strings, high-value "specialist" strings or the more expensive pick-ups and amps - we have to order them in from our suppliers. In the event of an item not being immediately available - we will inform you of the delay by E-mail or telephone and provide you with an estimated delivery date or any other suitable options. Should you not want to wait for an item or proceed with any of the alternatives offered - you may of course cancel your order. For those items that are made to order - you should refer to the relevant web-site pages.
If I place an order - are my card details safe? Yes. We strictly follow the rules, record keeping, authorisation procedures and fraud prevention programmes that are enforced by the banks. To ensure that all personal and transactional information is protected to the highest standards we utilise the latest in "Secure Server Technology". When you place an order online - your payment details are automatically encrypted. Access to the records is restricted to The Contrabass Shoppe Ltd and is permitted only by the use of a series of security codes. Immediately after your card information has been printed out - the electronic records are permanently deleted from the system. Immediately after your printed payment details have been processed they are inserted into our auto-shredder and deleted. We do not store any card details.
Can you tell me what your Privacy Policy is on the storage of my data? Re Card data; Your card data is held only for as long as it takes to process the order. Re Order details and contact information; Once authorisation has been obtained for your card - your order details and the merchant's copy of the card receipt are attached to a copy of the numbered purchase invoice that we send to you. These are then filled as part of our accounting procedure. In addition to this we reserve the right to hold your order and contact information in the form of a database for our own marketing purposes. It is our policy not to sell or make available any database or supply any other type of personal information to companies outside The Contrabass Shoppe Ltd unless required to do so by law.
How is my item normally delivered? It is our policy to try and provide a fast, reliable, safe and secure method of delivery for all orders. For small low value items; In most cases your item will be dispatched by Royal Mail "International Signedfor" or by Royal Mail "Airsure". Both these services are priority services and require a signature upon delivery. For long, heavy or bulky items and items of high value; In most cases - these items will be sent by an International Courier service rather than the Royal Mail priority services that we use for smaller items. The advantages of using a courier service are;
Your items are delivered directly to your door with the charge based on either the gross weight or on the volumetric weight - whichever is the greater. We endeavour to obtain the most competitive quote from a number of different courier companies and normally inform you by E-mail of the costing. Should you not wish to accept the quote - you may of course request an alternative method of shipping or cancel your order.
Do you make any adjustment (reduction) for shipping multiple orders? We particularly value customers who make multiple orders because - in most instances - it involves little more work than in shipping a single item. Although it has to be said that any adjustments to the cost of shipping are at our discretion - it is our policy to make a reasonable adjustment wherever possible. Here is what we normally achieve and how you will be notified. Re Small items; Yes - an adjustment will be made - providing that the items can be sent together in the one consignment. Re Large, long or bulky items; Although at our discretion - we are happy to pass on any reductions in the shipping costs that we obtain. Re Notification of adjustment; You will be informed by E-mail of any adjustment made only after your card has been charged and your item has been dispatched. The E-mail will inform you how much we have charged you for the shipping and state the total amount - that we have charged your card.
I want to place a multiple order. Can you give me a firm quote for the shipping before I place the order? Yes of course. If you are considering purchasing several items and would like to know exactly how much the shipping will cost - please contact us before placing your order and let us know which items you are interested in. We will endeavour to get back in touch with you within 48 hours. Should you wish to proceed with an order - the agreed adjustments will not show on the order form - so most likely - we will ask you to type in the amount quoted in the "message" box at the bottom of the order form. When we receive your order - we will then make the adjustment manually at the point of sale and on your invoice.
How long will it take for my item to be delivered? Re Pre-noon orders; For orders that are received before 12 noon Monday - Friday (excluding public holidays) your item will be dispatched - in most cases - on the same day and you should receive it within 7-14 working days. If you have not received your item within 21 working days - you should contact us for advice. Re Post-noon orders; For orders that are received after 12 noon Monday - Friday (excluding public holidays) your item will be dispatched - in most cases - on the very next working day and you should expect delivery within 7 - 14 working days. If you have not received your item within 30 working days - you should contact us for advise. Disclaimer; Please note that the above is for your information only. We are unable to guarantee any delivery dates or times and have no liability to you for any delay in the delivery of products ordered to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.
I wasn't in when the post man called and he has left a card. What should I do? If a card has been left by a courier company or your post man - you need to follow the instructions on the card. Re Courier service notification; If a courier service notification has been left you will normally be instructed to contact the customer service number on the front of the card to arrange another delivery that is convenient for you. You will also need to give them the number of the waybill or consignment number which is also normally written on the card. Should you experience any problems in getting your item delivered or if you think that you should have received your item by now and it has not yet arrived - you should contact us for advice. Re Postal service notification; If a Royal Mail postal service notification has been left you will normally be instructed to contact the customer service number on the front of the card to arrange another delivery. Alternatively the address details of the Post Office or sorting office at which the item is held are usually provided on the card. This will enable you - should you wish - to collect the item yourself upon presentation of the card and some form of ID.
What is the last date for deliveries in time for Christmas? For all international countries we recommend you place your order prior to the 12th of December. We will endeavour to dispatch your item within 24 hours - however we are unable to guarantee delivery on or before the 24th of December.
I have received the wrong item. What should I do? In the rare event that you have received the wrong item - get back in contact with us within 48 hours of receiving it and let us know exactly what the problem is. If we agree that the product should be returned you will need to wrap the item securely - if possible using the original packing materials. If you are unable to reuse the original packaging - it should be included with the return item. Normally we will arrange for the item to be collected by courier - alternatively we may ask you to return the item for us by a traceable method - such as Royal Mail Recorded - for which you will be reimbursed. On receipt we will inspect both the item and the packaging. If we agree that the item is the wrong one we will send you the correct one as soon as possible. Alternatively - if you do not wish to receive a replacement - you will be entitled to a full refund including shipping costs.
I have received an item that has sustained damaged in the post. What should I do? Firstly; Get back into contact with us within 7 days of receipt and let us know exactly what you think has happened to the product and what the damage is. If we agree that the product should be returned you will need to wrap the item securely - if possible using the original packing materials. If you are unable to reuse the original packaging - it should be included with the return item. Normally we will arrange for the item to be collected by courier - alternatively we may ask you to return the item for us by a traceable method - such as Royal Mail Recorded - for which you will be reimbursed. On receipt we will inspect both the item and the packaging. If we agree that the item has sustained damage whilst in transit we will send you a replacement as soon as possible. Alternatively - if you do not wish to receive a replacement - you will be entitled to a full refund including shipping costs.
I have received an item and it is faulty. It is not useable. It will have to be returned. How do I go about it? Prior to shipping - we inspect all items very carefully and make sure that they are in good condition and that they are working properly. In the rare event that you have received a faulty item - get back in contact with us within 48hours of receiving it and let us know exactly what the problem is with the product. If we agree that the product should be returned you will need to wrap the item securely - if possible using the original packing materials. If you are unable to reuse the original packaging - it should be included with the return item. Normally we will arrange for the item to be collected by courier - alternatively we may ask you to return the item for us by a traceable method - such as Royal Mail Recorded - for which you will be reimbursed. On receipt we will inspect both the item and the packaging. If we agree that the item is faulty or has sustained damage whilst in transit we will send you a replacement as soon as possible. Alternatively - if you do not wish to receive a replacement - you will be entitled to a full refund including shipping costs.
My item has developed a manufacturing fault within the first three months of purchase. What should I do? Firstly - get back into contact with us and let
us know exactly what the problem is with the product. If we agree that the item has malfunctioned as a result of a faulty manufacturing process - we will either repair or replace the item - at our discretion - free of charge. Alternatively if you do not wish to receive a repaired or replacement item you will be entitled to a full refund. Certain items have an extended manufacturer's guarantee for which you will need to refer to the manufactures warranty that came with the product or to the relevant web site pages.
I want to return an item even though it is not faulty. How do I go about it? Many online retailers provide fairly limited information about the products that they sell and one can appreciate that you don't always get what you thought you'd purchased. Under these circumstances it would seem fair enough to simply send it back and request a full refund. When it comes however - to The Contrabass Shoppe Ltd - you would have to agree that they have certainly gone to a lot trouble to describe and photograph their products as fully and as accurately as possible. So why would you want to send the product back? If you still have any doubts after reading about the product - you are most welcome to visit The Shoppe where you can have a demo of the product and even try it out for yourself. Maybe that's too much trouble? Only you know the answer to that. Still - you legally have the right to cancel your order within 7 days of receipt and obtain a refund for any cancelled items - provided that you return the goods to us in perfect condition. The goods must be unused, unopened and in their original undamaged packing. Returns are subject to the following charges;
You may - if you wish return the item yourself - alternatively we will arrange to have the item collected by courier. Should you choose to return the item yourself we strongly advise that you use a traceable method such as Royal Mail Recorded or by courier as we cannot be held responsible for any losses incurred in the return shipping. If we agree that the item is unused, unopened and in its original packaging the charges will be deducted from the original purchase total and any balance will be refunded to your card - within 7 working days from receipt of the return.
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