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Customer Service


Christmas 2016 Recommended Last Order Dates

To avoid disappointment we recommend that you order before the following dates:

UK: Thursday 22nd December

Belgium, France, Ireland, Luxembourg: Saturday 17th December

Austria, Denmark, Iceland, Netherlands, Norway, Portugal, Slovakia, Spain, Switzerland:Friday 16th December

Czech Republic, Germany, Italy, Poland: Wednesday 14th December

Canada, Finland, Sweden, USA: Thursday 15th December

Greece, Australia, New Zealand:Saturday 10th December

Caribbean, Central & South America: Thursday 8th December

Africa, Middle East:Saturday 3rd December


Shipping & Delivery

The goods you order will be delivered to the UK address you give when you place your order. We will only ship goods to UK registered billing address and regrettably we are currently unable to ship to territories outside of the UK [Mainland and Isles]. Delivery to UK addresses are made by Royal Mail Special Delivery or TNT Courier service, and are charged at :
Royal Mail Special Delivery £10.00
Courier Service £20.00

If there is no one at the address given who is competent to accept delivery of the goods, you will be notified of an alternative delivery date or a place to collect the goods.

You will become the owner of the goods you ordered once we receive full payment of all sums due in respect of the goods, including delivery charges. You will be responsible for risk of loss of or damage to the goods from the time of delivery.

All orders must be signed for at point of delivery. If your order is returned because no signature was obtained or for any reason such as postal strikes, you will be responsible for all return and re-delivery charges. If someone unauthorised signs for your purchase at the address you have given us, it will not be the responsibility of William & Son.

Delivery time is subject to product availability and clearance of your payment.

We are fully insured to despatch goods to the value of £2,500 per consignment. Orders where goods exceed this amount will be split in to multiple packages. Where there are multiple packages a shipping charge will be applied to each individual package.

Please note that any duties and taxes incurred in the country of destination are the responsibility of the client.

Privacy & Security

We will take all reasonable precautions to keep the details of your order and payment secure, but unless we are negligent, we will not be liable for unauthorised access to information supplied by you.

We will use the information you provide about yourself for the purpose of fulfilling your order. You can correct any personal details, or ask for your personal details to be deleted, by giving written notice to us at customer.services@williamandson.com.

Returns & Replacements

If you are not entirely happy with you purchase or your goods are faulty or incorrect, please call +44 (0)20 7493 8385 or email customer.services@williamandson.com with 7 calendar working days if receiving the goods and we will issue a returns authorisation number.

All item(s) must be returned in an unused (saleable) condition, in their original packaging, with proof of purchase with 14 calendars days of the invoice date with the returns authorisation number, for an exchange or full refund.

Please retain proof of postage as we cannot be held responsible for parcels lost in transit.

Please return by traceable means to:

William & Son Returns, 34-36 Bruton Street, London, W1J 6QX.

Please note that you will be responsible for the costs of returning the goods to us. Only in the case of faulty or incorrect goods will we be responsible for the cost of returning the goods.

Ordering

As we process your order, we will inform you by email if any items you order are unavailable.

If you realise you have made a mistake and want to cancel your order, please contact us as soon as possible on customer.services@williamandson.com or call +44(0)20 7493 8385. If we have already processed your order, it may not be possible to cancel so please adhere the Returns Policy (5.4).

We reserve the right to cancel the contract between you and us if: a] we have insufficient stock to deliver the goods you have ordered; or b] we do not deliver to your area/territory; or c] one or more of the items you have ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do cancel your contract we will notify you by email and will re-credit to your account any sum deducted by us from your credit card as soon as possible, within 28 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

If you need assistance for any reason, please email customer.services@williamandson.com or call +44(0)20 7493 8385 between Monday to Friday 09:00 – 18:00 (GMT).

Payment, Pricing & Promotions

All payments must be made by electronic bank transfer to our account, and you will be responsible for any charges involved in the transaction. If your bank fails to transfer any sums due, your order will not be accepted and we will not be liable for any delay or non-delivery.

We accept VISA, Mastercard, Switch, Maestro and American Express [AMEX]. All orders will be charged in GBP pounds sterling. To securely receive your payments over the internet we use Sagepay technology which provide secure online credit card and debit card solutions. Sagepay has achieved the highest level of compliance under the Payment Card Industry Data Security Standard [PCI]. They adhere to the most stringent levels of fraud screening, ensuring that our customer details remain secure throughout the transaction process.