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Help!
Rest assured that placing an order with Carp.com is secure and easy. Here's how to do it:
Ways to Order
Whichever method you prefer is fine by us - you can:
- Order online via our secure website, or
- Order using the phone, or
- Order by fax, or
- Order by post.
We accept Visa and Mastercard credit cards and Visa Delta, Switch and Solo debit cards. Please note that cheques must clear before orders can be shipped and should be denominated in Pounds Sterling, drawn on a UK bank and made payable to 'Carp.com Ltd'. For all the offline numbers and addresses you may need, check our contact details .
Security & Peace of Mind
Security isn't a worry. Carp.com uses state of the art security systems designed to safeguard all information you supply when placing an order. Our server is secure. We use 128-bit SSL Software to encrypt your credit or debit card information. This means that Carp.com and ONLY Carp.com is able to decrypt the information.
In case you're interested in this sort of thing, after you click on the "Proceed to Checkout" button, look out for the secure pages, which are indicated by the web address changing from "http://" to "https://" and a "padlock" symbol (or key) in the bottom right-hand status bar of your web browser.
But our security doesn't stop there. In the extremely unlikely event of unauthorised use of your credit or debit card for a purchase at Carp.com, most banks and card issuers either cover all the charges or may limit your liability to just £50.00. If your bank or card issuer holds you liable, Carp.com will cover your liability up to £50.00 provided that the unauthorised use of your credit or debit card resulted through no fault of your own. As we said earlier, we care. And because we care, we go that extra mile.
Despatch & Delivery
The vast majority of orders placed before 1:00pm (Monday-Friday) are despatched from our warehouse the following day. Obviously this is subject to stock availability and any security checks. Orders are sent via Royal Mail 1st Class or our couriers, who are Initial Link Express.
Customers in the United Kingdom can choose between:
Standard Delivery Service
Orders sent this way should arrive within 3-7 days of the order being placed.
Express Delivery Service
Orders sent via this method (placed before 3.00pm on weekdays for products marked "in stock") should arrive the next working day by courier, subject of course to any short delay caused by security checks.
Please note that the Express Delivery Service is only available to orders delivered to mainland UK addresses and is unfortunately not available to customers with the following postcode prefixes: JE, GY, ZE, BT, IM, KW, IV and HS.
Orders placed after 3.00pm during the week or at weekends are processed and despatched the following working day.
Pre-Orders: If customers wish to pre-order products not currently in stock on the basis that Carp.com will ship these products as soon as the stock is available, you should note that a separate P&P charge may apply to each pre-ordered item.
Order Early if you can: During times of peak seasonal demand (eg peak fishing season, Bank Holidays, Christmas etc) there may be a slight delay in the despatch of your order. Think ahead. Allow extra time for delivery.
If for any reason there's a major delay with the expected delivery time, we'll contact you and explain the situation.
Please allow a couple of extra days delivery time for orders to Scottish Highlands & Islands or Northern Ireland.
Also note that we cannot deliver orders to PO Box addresses.
Overseas Orders
Although we may show the approximate US dollars and Euro amounts for items for sale on Carp.com, if you choose to pay using a credit card, you will be charged in Pounds Sterling and your credit card will be debited in your national currency. The actual exchange rate used for the transaction (and thus the final amount in your local currency) will be determined by your credit card company and not by Carp.com. (Please also remember that exchange rates vary sometimes quite quickly, so if you place a pre-order with us the exchange rate may vary significantly from the time you place the order to the time when we charge the transaction to your credit card.)
Postage Costs are calculated automatically and displayed at the top of the order, dictated by your choice of 'destination country'.
All orders delivered to international addresses are usually delivered using Airmail and our international courier partners. You can expect to receive your items within 3-14 working days after you have placed your order, depending on which country you are ordering from.
Please note: our International Courier cannot deliver to PO Box addresses.
Complaints
Our commitment to Customer Service is such that we expect complaints to be either very rare indeed or caused by circumstances beyond our control, such as industrial action by the postal services or a freak avalanche. If you feel Carp.com is not meeting your expectations we need to hear from you quickly. You can either e-mail us at shop@carp.com or call our Customer Service team on 0870 350 9950.
We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.
Returns And Refunds Policy
Obviously our commitment to Customer Service extends to a Returns and Refunds Policy which is based on integrity. We care. Because we care we go that extra mile. Because we go that extra mile we are convinced you will be happy to receive a solid and dependable product from Carp.com. But we aren't naive; we do realise that, due to the sheer volume of the products we ship every day, for some reason there may be occasions where you feel it necessary to return an item. Here's how you do it, without, of course, affecting your statutory rights...
Faulty Goods
If you are unlucky enough to receive an item from us which is faulty in any way, or which you did not order, or if you have received any item from us for any other reason which you perceive to be the fault or mistake of Carp.com, please ring us on 0870 350 9950 or email at shop@carp.com to inform us within 30 days of receipt and we will arrange a refund or replacement if appropriate. We usually ask that you send items back to us via Royal Mail First Class (Recorded), but occasionally items may have to be picked up by a courier service. Please obtain a proof of posting certificate from your Post Office to enable us to process the refund for your return postage costs.
For help with items later than 30 days after purchase please email us at shop@carp.com for more information.
Returns Address
Carp.com Returns
Carp.com Ltd
PO Box 8112
Chelmsford, CM3 7WB
United Kingdom
Please be aware that you are responsible for the item or items until they reach us. For your own protection, we strongly suggest you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery).
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