Delivery

Costs: Delivery costs vary from country to country. When you place an order, the country you specify in the delivery address will calculate the cost of postage and packing to your region, the full cost of this is displayed in the order summary prior to you placing your order. All orders are in Pounds Sterling (GBP)

Despatch: For the majority of our orders we use Royal Mail's Small Packet Service (for UK and International deliveries).

Times: Royal Mail aim to deliver by the next working day from the day we despatch you order (for UK deliveries only, other countries may take a little longer).

Undelivered Items: The Royal Mail's Small Packet Service includes postal insurance, we always keep proof of postage so please contact us if your package has not arrived within 28 working days of your order being placed, we will investigate it for you and get a replacement in the post as soon as possible.

If you have any queries regarding delivery please either email us your request at tim@greymatterfigures.com or telephone us on 01773 743720 and we will be happy to help.

Returns

Cancellations, Returns & Refund Policy:You have the right to cancel an order within seven days of delivery, whereby you will return the goods to us. We offer a full refund only for those goods that are returned as undeliverable or damaged / incomplete on delivery. However, if the packaging is unopened we will comply with the EU Direct Selling Regulations which stipulates a full refund. We also supply reasonable requests for replacement parts, free of charge.

Damaged Goods Procedure: Upon receipt of the damaged item we will despatch a replacement by return or offer a full refund in line with our returns policy.

Returning Goods: We advise you to contact us first at tim@greymatterfigures.com or call us on 01773 743720 should you have a query, we can then suggest the best course of action.

Returned goods should be sent to the following address (we will refund the postage costs for returned items once the goods are received):

Grey Matter Figures,
19 Moseley Street
Ripley
Derbyshire
United Kingdom
DE5 3DA
Secure Payment

Credit Card Safety: Ordering online with us is guaranteed to be safe and secure. Financial information (for example: credit card numbers & expiry dates) is directly processed using a secure bank transaction - online transactions are handled for us by Worldpay.

Worldpay uses industry standard Secure Socket Layer, Thawte and Worldpay unique encryption systems. When you fill in the payment form and click the Submit button, your details are not sent straight away. First a secure link is set up between your Internet browser and Worldpay and an encryption code is requested and received, which then 'wraps' the order and transaction details before leaving your computer. No other third party will have access to the information you provide. Your credit card information is never re-used except to issue refunds if the need should arise.

Our Privacy Policy: why we collect certain information & how we use it. When you place an order with us we need to know your name, address, email address, credit/debit card number and the card's expiry date (and also the issue number for some debit cards). This allows us, in conjunction with Worldpay, to process and fulfil your order(s).

We also ask for your telephone number - enabling us to contact you in the unlikely event there is a problem with your order.

We do not use your contact details for anything else, you will never receive unsolicited email by signing up to our site, nor will your details be sold to anybody by us.
FAQ's

If you have a question which is not covered here, email us and we will respond accordingly. If we feel it is a question which may be asked by other customers we will also add it to this page.

Will you deliver overseas? Yes, there are no restrictions imposed by us regarding worldwide delivery.

Is there a minimum order? No, you may order as many or as few of our products at a time as you wish.

What are the delivery costs? For orders in the UK the cost of shipping is 10% of the order total, for countries in the EU the cost is 10% of the total + £1, for the rest of the world the cost is 10% of the order total + £2.

What happens if my order doesn't arrive? In this unlikely event, please call us on 01773 743720 or email us from the contact page.

What if I don't want to order over the Internet? No problem - we also accept telephone orders, see our contacts page for the contact information that suits your needs best.

How can I be sure my credit card details remain safe? Ordering online with us is guaranteed to be safe and secure. Financial information (for example: credit card numbers & expiry dates) is directly processed using a secure bank transaction - online transactions are handled for us by Worldpay. No other third party will have access to the information you provide. Your credit card information is never re-used except to issue refunds if the need should arise. Please also see 'Your Security'.

What if there is a problem with the products I receive? We offer a full refund for those goods that are returned as damaged, incomplete or undeliverable. However, if the packaging is unopened we will comply with the EU Direct Selling Regulations. We also supply reasonable requests for replacement parts, free of charge. We advise you to contact us first via email or call us on 01773 743720 should you have a query we can then suggest the best course of action.

What should I do if I have a complaint? In the unlikely event of a complaint, you can contact us by any of the following methods: Emailing us at: tim@greymatterfigures.com
Phoning us on: 01773 743720
Writing to us at:
Grey Matter Figures
19 Moseley Street
Ripley
Derbyshire
United Kingdom
DE5 3DA


How will I know if I have successfully ordered on the site? You will receive an email confirming receipt of your order - it will include your order reference number.

I am experiencing technical difficulties with your site? Please contact us on 01773 743720 or email us at tim@greymatterfigures.com
 
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