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Am I safe buying online?
For added peace of mind we have opted to use Pay Pal as our online payment system. Pay Pal uses cutting edge data encryption and fraud detection tools with all kinds of other advanced techniques and improved security. Pay Pal is accepted in over 190 different countries and takes care of millions of transactions every year making Pay Pal one of the world's most respected online payment systems.
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Is there a delivery charge?
Delivery is free to most areas within mainland UK when you spend over £100.00 excluding VAT. For all orders less than £100.00 the delivery charges start from £2.95 + VAT to £4.95 + VAT depending on the weight. A delivery supplement may be charged for larger and heavy items.
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How soon will I receive my order?
We endeavour to process your order as quickly as possible. We aim to dispatch your order within 72 hours, subject to your credit card payment being accepted. Goods are dispatched during (Monday - Friday) and exclude bank holidays. All orders received after 3pm will be processed the following day. Please allow up to 7 days for your delivery once you have received your confirmation of order.
Our delivery times are offered in good faith, transport delays are unfortunately out of our control, we cannot be held responsible for any late deliveries. Please read our Terms and Conditions for further information.
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I need my order delivered quickly. Are there any guaranteed next day delivery options?
We do offer an Express Delivery service but unfortunately, we do not have the facility on our online shop to offer this service, however, if this service is important to you, rather than processing your order online, you may wish to call our customer services team on 0121 708 2404 who will be more than happy to arrange this for you.
Please note, there will be a small surcharge for this service.
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What payment methods can I use online at sterexshop.com?
We only accept Visa, Mastercard, Maestro and Switch
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Will I get a receipt?
As soon as the goods have been dispatched we will automatically send a paper invoice to the billing address.
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When will I pay for my order?
As soon as you confirm your order online, Pay Pal will take the payment on our behalf. As soon as Pay Pal has confirmed that the payment has been received we will process your order and dispatch to your nominated address.
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Can I pay by cheque?
Unfortunately, you cannot pay by cheque on sterexshop.com. If you would prefer to pay by cheque then please contact our customer services team on 0121 708 2404.
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Out of Stock ('Back Orders')
Most of our products are available from stock; there may be times when a specific product may be temporary out of stock. If this happens, as soon as we receive your order the product will go automatically on Back Order and we will reserve the item for you. When the product is back in stock we will process your order and dispatch the goods to you.
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What happens if some of the items are in stock and other items are on back order?
On receipt of your order, if a product is on Back Order we will contact you either by email or telephone to ask if you would like to wait for the product to come back into stock or to ask if you would like a refund for the product. You may cancel a back order at any time – please contact our customer services on 0121 708 2404.
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Will I be charged for back orders?
For UK mainland you will only be charged once per order for carriage. The carriage will be levied against the first shipment of the goods.
If you are unsure about back orders please telephone our customer service team on 0121 708 2404 or send an email to orders@sterexshop.com
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What do I have to do to return incorrect goods?
If you have made a mistake and ordered the wrong goods you need to telephone us to let us know within 7 days of receipt of the order that you wish to return or exchange the goods. Our customer services team will then issue you with a Returns Authorisation Number which must be clearly displayed on all packaging and accompanying documentation.
When returning the goods, you need to make sure that the goods are packed correctly and not damaged in any way and are in the original packaging.
We will then contact you as soon as we have received your parcel to discuss the exchange.
A 10% handling charge will be taken from the purchase price and carriage charges will not be refunded. A minimum handling charge of £10.00 will be applied to all returns with a value less than £100.00.
Please note, we will not accept any returned goods back that have been opened, used, damaged or removed from the original packaging.
For your own protection, please obtain a receipt from the carrier as the company cannot accept responsibility for lost parcels.
Please return all parcels to: Sterex Electrolysis International Ltd, 174 Kings Road, Tyseley, Birmingham, B11 2AP.
For further information please click http://www.sterexshop.com/ReturnForm.aspx to view our Return Policy.
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