Payment
Please make payment within 5 days of ordering, we will not begin work on your personalised item until payment is received (and until cheques have cleared). If payment is not received within 7 days of order date, your order will be cancelled
I'm worried about paying for my order over the Internet.
The Handmade Album Company uses Paypal; pay using your credit card, debit card, or bank account –purchases are secure and your credit card number or financial information will NOT be stored on our system.
Postage
All items are sent First Class Recorded Delivery and include insurance for loss or damage to your items. Should the customer encounter any problems; loss or damage of their goods, they should get in contact with The Handmade Album Company as soon as possible so that we can carry out procedure correctly.
Should items arrive damaged please obtain all original packaging (Royal Mail may wish to inspect the item and packaging before considering a claim for damage).
In the event that Royal Mail attempt delivery of your item, but no-one is available to provide a signature, Royal Mail will leave a card stating that they have tried to deliver the item and that it is now available for collection at your local sorting / post office. All parcels must be collected within 7 days of the date on the card otherwise the item will be marked as undelivered and returned to us here at The Handmade Album Company. It is the customer’s responsibility to ensure collection of the item - all items that are re-delivered will incur a fee of £8.95 to be re-sent. If Royal Mail have failed to leave a card, then this is a matter out with our control - we will not take liability and it is the customer’s prerogative to ensue the matter with Royal Mail.
All items are exclusively handmade to order, therefore standard delivery time is approx 4 – 6 weeks, although often sooner. Customers may prioritise their orders for an additional fee of £10.00 – however, please contact us prior to purchasing so that we can confirm that it is possible for us to complete in time for your requirements; we may be booked up at that particular moment in time.
All personalised items are produced from materials that we hold in stock. If a particular material is unavailable we will contact the customer to discuss the details / alternative options Refund policy
Unfortunately, we do not accept the return of personalised items except on the occasion where there is an error in the personalisation made by The Handmade Album Company, these items are custom made to your specifications. For a detailed look at Distance Selling Regulations, please visit http://www.oft.gov.uk. Please also visit http://www.consumerdirect.gov.uk for further details. If the error is due to incorrect information being provided from the customer, the customer will incur the return postage fees. Safe return of the goods is the responsibility of the customer. We strongly advise that the customer obtains a free certificate of posting from the Post Office on return of the item to protect the customer should the parcel become lost. Please check you item requirements thoroughly before submitting your order, as we will not take responsibility for the customers’ error.
If a custom made item is found to be defective** you must notify us as soon as possible within 7 days of receipt of the item. It will be repaired or replaced with an identical item and all postage costs will be paid by The Handmade Album Company by way of a reimbursement to your PayPal account or by cheque. In the case of a replacement being sent to the customer, the customer is obliged to send the original back to the Handmade Album Company – the customer bears return postage costs and is advised to send back using Royal Mail Recorded Delivery service.
No returns will be accepted for any reason after the 7 day period..
Cancellation policy
Orders may be cancelled within 7 days of receipt (excluding custom made personalised items - see above) The customer bears the cost of return postage and is advised to obtain proof of postage should the item become lost in the post. If we have began work on a custom made item, the consumer becomes bound to the terms of this contract and cancellation is no longer possible.
What is your Privacy and Acceptable Use Policy?
We will not disclose any customer details to a third party.
The information / details we collect will only be used during completion of the customers order.
Do you have a catalogue ?
We do not provide catalogues / brochures as our product list is continually updating – full details of all our products available on www.thehandmadealbumcompany.com.
How can I contact you ?
order@thehandmadealbumcompany.co.uk and we will respond to your questions as soon as possible.
Is your paper environmentally friendly ?
Yes – the majority of the handmade papers that we use are produced from tree barks; trees are not destroyed during the bark harvesting - the bark re-grows during the following season(s).
Is your paper Acid Free ?
Our handmade and milled papers have no chemical additives; they are specially formulated to be neutral 7 (acid free).
**Handmade Items.
The majority of our products are produced from handmade paper. This paper is produced without the use of modern machines or chemicals and is as stated ‘handmade’. Subsequently it may have an irregular texture, an inconsistent thickness and many evident fibres and blemish may be apparent. It is these natural features that add to the appeal of handmade product; it is unique – tailor-made. Please also understand that, printing and decorating work must account for the nature of the paper and may not therefore be as perfect as a mass produced product. It is also likely that dimensions, paper colour / shade and details will vary from one item to another. Text and personalised background wording may not all be visiable due to roses / ornaments being added on top - please ensure that any personalisation / names are added on the 3 lines of personalisation to ensure they are visiable at all times. Please also note that items with handmade figures are fragile - if mishandled, damage may occur to the figure. Items are intended as keepsakes, they are fit for purpose, but must be handled with care.
Contact Details
Please note for business purposes, we are not permitted to have any customers on our premises - we are an online business and trade via the Internet only. For all enquiries, please contact us at order@thehandmadealbumcompany.co.uk
