These terms and conditions are your guide to shopping online with Telfords Direct (Telfords Direct is a trading name of Hibiscus Lane Ltd: registered in Scotland company number 274154) so please do read them carefully. Although it may look daunting (and boring!) it could save you time, money and concern if you read this page. Take a deep breath, here goes....

Our terms & conditions do not affect your statutory rights as a consumer and the consumers statutory rights are not excluded or limited in any way in accordance with the sale of goods act 1979 (as amended)


1) PRICES & VAT All prices are in pounds sterling (£) Please note that the price for a product on the web site may not always be the same as in the catalogue. VAT @ 15% (where applicable) is already included in all prices shown. If you require a VAT invoice please e-mail us or add a note to the comments box when you place your order, otherwise a standard receipt will be enclosed.


2) HOW TO ORDER ON THE WEBSITE There is no minimum order value. All of our products are divided into categories, from card blanks and envelopes through to finishing touches and natural elements. Each category is split into the separate products which then have different quantity and colour options. Where there are drop down lists please make sure to choose all the relevant options. If you do not find the same options as are available in the catalogue and you would like to order a catalogue option please e-mail us or make a note in the comments box at the end of the payment process and we will do our best to accommodate your request.


3) PAYMENT Payment is authorised with order and we can accept VISA, MASTERCARD, VISA DELTA, SWITCH (being renamed MAESTRO), SOLO and ELECTRON cards. Please enter your card details at the relevant point in the payment process and your payment will be securely processed by PROTX, our payment solution provider (visit: www.protx.com if you would like to know more about the service they provide for us). As well as the card number and valid from/expiry dates you will be asked for the CVV security number, which is the last three digits from the back of your card. If paying by Switch/Maestro card you will also be asked for the issue number (this is usually found with the expiry date on the lower right hand corner of the card and consists of a one or two digit number. If you only have 1 digit it may require a zero inserting before the number for example 7 may need to be entered as 07). We have the ability to alter the total amount debited/credited to your card and it is not finally processed until your order is ready to be dispatched. You will however receive confirmation that you have paid when you complete your order. This way we can adjust your order total and apply any discounts or promotional prices that the web site can not accommodate before your card is charged (if applicable we will explain the discount or promotion in the individual product description)


4) CARRIAGE CHARGES On all UK orders* carriage is FREE above £45 - below this there is a charge of £3.95. Due to increased postal rates we require to charge carriage at cost for orders to the Highlands & Islands of Scotland, Northern Ireland and Isle of Man. *We regret that BFPO, Channel Islands & Scilly Isles are classed as overseas orders.

a) For overseas orders we charge carriage at cost (subject to our minimum charge of £3.95) and you will be e-mailed with the total shipping cost, your card total will be adjusted and your order dispatched only after you approve the shipping amount. We can ship by International Economy, Air Mail small packet or DHL International service depending on your requirements.

b) BFPO Worldwide orders are sent by the BFPO Worldwide Parcel service and we only charge at cost the published (weight dependant) rates (subject to our minimum charge of £3.95) for costs visit: www.bfpo.org.uk/parcel_rates.htm You will be e-mailed with total shipping cost, your card total will be adjusted and your order dispatched only after you approve the shipping amount. As a commercial user we absorb any other charge that may be levied by the MOD and we will automatically increase any compensation cover charge at our own expense.


5) WHEN WILL MY ORDER BE DISPATCHED ? We aim to dispatch all orders within 1-2 working days of you placing it. We will advise you if there is a delay on your order and you will be kept up to date on the status of your order by e-mail.


6) WHAT IS THE DELIVERY TIME ? Orders for delivery to Mainland England, Wales and the Scottish Lowlands are dispatched by courier (1-2 working day service) or post (weight dependant). Neither the postal nor the courier service guarantees next day delivery, although most parcels do arrive within the next one or two working days. Please note: First Class post is now not considered lost by Royal Mail until 15 working days after it was posted, until that time it is only considered delayed. Please bear in mind that it could take up to 3 weeks for your order to arrive once it has left us (although this is very unusual) and this is totally beyond our control, we do appreciate how frustrating it can be. If your order is urgent please see "urgent orders" paragraph 8 below.

Orders to one of the following areas: Northern Ireland and postcode areas beginning PH19-44, PH49-50, IV, KW, PA20-88, ZE KA27-28, HS and all addresses within the Isle of Man, Isle of Wight and the Isles of Scilly are usually dispatched by Courier or Royal Mail standard parcel service with an expected delivery of 3-5 working days from the day of dispatch. Neither the postal nor the courier service guarantees the above delivery times, although most parcels do arrive within the specified period. The method of dispatch will be confirmed once the parcel is on the way to you.

Overseas orders are sent by one of the following methods: International Economy, Air Mail small packet or DHL International service depending on your requirements. Air Mail small packet service has an expected delivery time of 3 days following the day of posting to destinations in Western Europe and for smaller orders is the most cost effective method to use. Please e-mail for information on expected delivery times to other parts of the world. None of the above methods guarantee a delivery time, although most parcels do arrive within the specified period. We will always confirm by e-mail once the parcel is on the way to you.

BFPO Worldwide orders are sent by the BFPO Worldwide Parcel service unfortunately the delivery time is unspecified. For further information visit: www.bfpo.org.uk We will always confirm by e-mail once the parcel is on the way to you.

NOTE: If any parcel has not arrived within 7 days of placing your order, please contact us so that we can attempt to locate your parcel. We cannot accept liability for any consequential loss arising from late delivery of your order. Please bear this in mind when promising deliveries to your own customers and place your order in good time to allow for any possible delay. We assure you of our best endeavours at all times.


7) RECEIVING YOUR ORDER When you place your order you agree to accept delivery at the shipping address you give us. Please ensure that there is someone available to receive and/or sign for your parcel OR YOU MAY HAVE TO COLLECT YOUR GOODS FROM YOUR LOCAL COURIER DEPOT / POST OFFICE. We can deliver your parcel to work or to a neighbour if this helps, but we must have this address at the time of ordering. ONCE THE PARCEL LEAVES US WE CAN NOT ALTER THE DELIVERY INSTRUCTIONS.


8) URGENT ORDERS We regret that due to our location and the timing of the courier pick-ups IT IS NOT POSSIBLE FOR US TO DISPATCH ORDERS ON THE SAME DAY AS WE RECEIVE THEM, sorry. Our Post Office run is also made first thing in the morning to allow all parcels the best possible chance of arriving the following day, so the soonest your parcel can possibly leave our office is the next working day. We do apologise if this causes you any inconvenience.

We can dispatch orders the next day by Special Delivery from the post office to UK destinations to guarantee delivery the following working day by 1pm (this service is charged at cost and is not in addition to our normal P&P charges). Please add a note to your order in the comments box at the end of the order process and we will e-mail you with the cost, your card total will be adjusted and your order dispatched only after you approve the charge for special delivery. Note: In the event of a late delivery we can only refund the difference paid between our normal p&p cost and the extra charge made to cover special delivery. Later guaranteed delivery times apply for remote parts of Scotland, if you are unsure please ask at the time of request.


9) CUSTOMER SATISFACTION Is of the utmost importance to us. We receive many letters of thanks from our happy customers, but we know that things can sometimes go wrong. If for any reason you are not satisfied, please tell us so we can put things right. Most problems are easily & quickly rectified.


10) RETURNING GOODS If you wish to return goods for any reason you must telephone us first for advice. If you return goods without speaking to us first we may not be able to refund any carriage paid by you, even if the product is faulty. If an item is unwanted it may be returned for exchange or refund within 7 working days of receipt and subject to the goods being unused in original packaging and in a re-saleable condition. Where goods have been correctly supplied return postage costs are at the customers own expense. If you are unsure about a product please phone us for further details or a sample before ordering. Damaged goods will of course be replaced or refunded, but again do please phone us first as it may not always be necessary for you to return damaged items.


11) CLAIMS Any complaints of damage must be made within 7 days of receipt to enable us to investigate the matter. Please check the contents of your parcel carefully before claiming shortages as products are often packed in together for protection and most customers find the missing item on closer inspection! Many of our products are packaged by weight, in which case you should receive more than the stated quantity, so for example the number of cards may not match the number of envelopes exactly.


12) DISCOUNTS 5% discount on orders totalling over £100 for any order, or by promotion. In some cases promotional discounts may not be deducted until after your order has been placed, if this is the case the reduced amount will not show on the order total but we will manually adjust it when we finally process your payment. Our mission is to provide you with the best quality products at competitive prices all the time.


13) TRADE PRICES We do not differentiate between trade and retail prices as many of our customers trade in one respect or another and it is difficult to draw a line between a small business and a money-making hobby. Instead we use a bulk pricing system, so that anyone buying in larger quantities can benefit from the lower prices. Our prices for card blanks and envelopes start at a minimum quantity of 25, with significant discounts for quantities of 500 - 1000. Bulk discounts may be negotiable on very large quantities of other items, please e-mail Sheonagh for details.


14) OUT OF STOCK ITEMS If an item is out of stock we may remove the product from the web site until it is back in stock, therefore you will be temporarily unable to order it (although we are happy to say that this does not happen very often!) If an item becomes unavailable between the time you place your order and when it is picked we will either substitute with a close alternative or send the item on as soon as it is back in stock. We will of course keep you informed by e-mail at all times.


15) SPECIAL OFFERS All special offers are subject to availability and we reserve the right to supply an close alternative product type of equal or greater value.


16) YOUR COMMENTS We welcome all of your comments as it is invaluable to know what our customers really want (or don't want!).


17) SAMPLES / QUESTIONS We have such an extensive range that it is not possible to send you samples of all of our cards or other products. If you would like to try out a wide range of products we are happy to put together a pack for you, just call us with a total amount to spend and an idea of the type of finishes/colours you would like and leave it to us! If you'd like to see something before you order we will happily send samples of specific items on request (please note this only applies to cards, envelopes, papers etc. not to larger items such as notebooks and tools.) If you are interested in a particular product or have any questions about what to order please do not hesitate to phone or e-mail us and we will be happy to help.


18) USE OF PERSONAL INFORMATION We only use the personal information which you provide to us via this web site to process your order. We do not share information with any other companies or pass your details to any third party. We will not even e-mail you with offers or updates in the future unless you have subscribed to our newsletter. Should any information that you have provided to us become inaccurate or out of date please e-mail us at: info@telfordsdirect.co.uk or you can go into your account details, click on "Edit Account" and amend the details yourself. If you would like your details to be deleted from our database please e-mail us at info@telfordsdirect.co.uk and we will do this for you.


19) WEBSITE COOKIES We do not use cookies on our web site and will not leave any on your computer.


20) SECURITY STATEMENT Our website uses SSL (otherwise know as https) to protect your online transaction. When creating/modifying a new account you'll be diverted to our secure site to protect your privacy. SSL allows your computer to communicate with our servers in a way that is designed to prevent eavesdropping, tampering or message forgery. (you'll see a padlock at the bottom of your browser to confirm this) Your credit card number is encrypted and stored by our Payment provider Protx. Please note that we only store the last 4 digits of your card in our database for identification purposes, we do not have access to your card number but we do have the ability to alter the amount charged and/or refunded to your card via our secure server and your card is not finally debited/credited until we press the button. We still like the human touch !


TELFORDS DIRECT is a mail order/internet company and is not set up as a shop, so unfortunately we are not able to accomodate visiting customers, we apologise for any inconvenience. Local customers may collect an urgent order - please phone first to arrange a mutually convenient time for collection.


THANK YOU FOR TAKING THE TIME TO READ THESE TERMS & CONDITIONS - (if you have not already done so we recommend you print a copy for your records)