Company Policy

Payment Terms

For buyers within the UK payment is accepted via:-

• Paypal: When your payment has been received your CD will be sent on our next posting day.
• Credit/Debit card via Paypal: When your payment has been received your CD will be sent on our next posting day.
• Cheque: Your CD will be sent on clearance of cheque, and is normally posted around 7 days after receipt of cheque.
• Postal order or Cash (at senders own risk): When your payment has been received your CD will be sent on our next posting day.

Please make cheques and postal orders payable to Carol Ann's Studio.

For buyers from Overseas payment is accepted via:-

• Paypal in British Pounds (GBP) This is the only method of payment we can accept.

Payment must be received within 7 days of ordering unless agreed by us by email

Delivery

P&P is FREE on all purchases within the UK. Delivery insurance is required on all orders. This will incur an extra cost of £0.80 per order. .

P&P to overseas addresses will be charged at cost price. Please contact us for a postal/total price prior to buying and paying. International signed for is available at an extra cost of £3.50 per order.

All UK orders are sent via Second Class Post.

Our Posting days are Monday, Wednesday and Friday. Postage on these days is guaranteed for orders paid in full by 5pm:

• Saturday: for postage on Monday
• Tuesday: for postage on Wednesday
• Thursday: for postage on Friday

Orders paid for after these times may be posted the following day but this is not guaranteed.

When you place an order, it is important to us to keep you informed about your order status.

If you pay by Paypal - you will receive an email acknowledgement of your order and payment letting you know when your order will be shipped.

If you pay by cheque or postal order - you will receive an email acknowledgement of your order including payment instructions. You will receive a further email to let you know when your cheque/postal order has been received. You will also receive an email letting you know when your order has been shipped.

We do our best to ensure availability of all our products. If, however, we are unable to supply an item, we will inform you of the delay and the expected delivery date. The item will be placed on back order and shipped to you once it is back in stock.

If you wish to cancel a back order - Email us on sales@carolannstudio.com with "Cancel back order" in the subject line

Occasionally we find ourselves having to cancel and withdraw an item. In these circumstances we will inform you immediately. If you have already paid for the item we will refund your payment in full by whatever method you originally paid.

Unfortunately the online store does not show 'real time' stock availability so some items may be out of stock at the time of dispatch. If you wish to be advised of out of stock items before ordering, then please email us on sales@carolannstudio.com with "check stock levels" in the subject line.

All CDs are sent in paper wallets. Your CDs will arrive in a bubble wrap envelope for protection during transit.

All paper products will be sent in plastic sleeves. Your paper will arrive in a board backed envelope for protection during transit.

Claims

UK orders - No claims can be considered until 15 working days have passed since dispatch. We will ask you to call your local sorting office to see if they are holding your order. If your order cannot be traced after checks by the Royal Mail following the 15 working days, we will send replacement goods and handle the claim ourselves.

Overseas orders - International Signed For Airmail Option - No claims can be considered until 15 working days have passed since dispatch. We will ask you to call your local sorting office to see if they are holding your order. If your order cannot be traced after checks by the Royal Mail following the 15 working days, we will send replacement goods and handle the claim ourselves.

Overseas orders - airmail (We will obtain a certificate of posting) - No claims can be considered until 15 working days have passed since dispatch. We will ask you to call your local sorting office to see if they are holding your order. If your order cannot be traced after checks by the Royal Mail following the 15 working days we will send the certificate of posting together with form P58 to the Post Office to make a claim for the loss on your behalf. Please note it can take 4 - 6 weeks for a claim to be processed by the Post Office, and reimbursement is not automatic. Replacement goods will not be sent until your claim has been settled and a reimbursement has been received from the Royal Mail

Returns

Carol Ann's Studio is happy to provide the follwing returns policy which is accordance with "Statutory Instrument 2000 No. 2334 The Consumer Protection (Distance Selling)* Regulations 2000

Exceptions to the right to cancel:-
13. - (1) section (d) for the supply of audio or video recordings or computer software if they are unsealed by the consumer;"

According to these regulations we have no obligation to provide a refund or exchange on computer software media if the seals have been broken. Because of the nature of this item we can only accept returns of unopened CDs, unless it is faulty. All CDs are sealed with a tamper evident label, Once you have opened the CD a refund or exchange will not be given. If you have ordered the wrong CD then we'll be happy to exchange it for you provided it has not been opened. Please contact us by email or post within 7 days of the date of receipt of your order to arrange this. All returned CDs must be in an unopened and original condition for a refund excluding postage costs. We cannot offer an exchange or arrange a refund on any CD that has been opened. We recommend that all returns are sent via recorded delivery for your own protection. However if the CD is faulty we will refund or exchange the item. Please contact us prior to returning it. Once we have received the CD we will give you the choice of a replacement CD or a refund. This must be done within 28 days of receipt of the CD. Please note that all CD's are checked before posting.

distance contract" means any contract concerning goods or services concluded between a supplier and a consumer under an organised distance sales or service provision scheme run by the supplier who, for the purpose of the contract, makes exclusive use of one or more means of distance communication up to and including the moment at which the contract is concluded;"

Privacy Policy

At Carol Ann's Studio your privacy is important.

Customer information is gathered so we can serve you. We only keep the information required to process your order. Your order history information is maintained in order to service your account.

Carol Ann's Studio does not sell or exchange customer information with anyone else. We share relevant information only when required to by law as in the case of police criminal or fraud investigations.

All personal details are stored in a secure database making it virtually impossible for anyone other than us to view it. We make every effort to ensure its security and to treat your information responsibly.

You can change, correct or update the personal details we hold about you at any time by logging in to your account then clicking profile.

From time to time, we may email you with special offers or information. If you don't want us to get in touch, simply change your email preferences on your profile page to have your name removed from our contact list.

You can contact Carol Ann's Studio using any of the means detailed on the 'Contact Us' page.