TERMS & CONDITIONS

Making a purchase

We want to make your purchase as straight forward as possible.

We accept debit and credit card payments via our website. We do not accept payment by cheque.

We will only charge for any item when it is ready to be dispatched. Backordered items are not charged until they are dispatched. We will try to dispatch your order to you within 3 working days of receipt of order, but if for any reason we cannot dispatch goods within 7 working days, we will inform you by email. Should this be unacceptable, the order can be cancelled. A full refund will be made on any payment sent / received.

Back orders

If your item is not in stock, it will be placed on back order. You will always be emailed with the option to cancel your order if you would rather not wait. On cancellation, a full refund will be made on any payment received.

Credit card security

We use Paypal to process credit card payments from our customers and our site is fully secured with the RapidSSL certificate. We do not store any credit card information on our systems.

Paypal is renowned for the provision of safe, secure online transactions.

If you have any questions about security on by-hand.co.uk please email hello@by-hand.co.uk

Guarantee

All of our products come with a 14-day no quibble guarantee which does not affect your Statutory Rights.

We must be informed within 48 hours if goods were received damaged. All parcels should be signed for 'unexamined'.

If you change your mind within 14 days of receipt, we will gladly refund payment, provided:

* You have informed us prior to returning the goods
* The goods are received un-used and carriage paid
* If goods were received by you damaged, we will refund carriage

Please note, that due to hygiene reasons we cannot accept returns on earrings unless they are faulty.

If you have a complaint

If you have any cause for complaint please inform us as soon as possible by email at info@by-hand.co.uk, by telephone, or by letter in order that we can put things right without delay.

All complaints will be acknowledged within 5 working days of receipt, and a decision made within a further 5 working days where the complaint is within our power. If, for some reason we cannot deal with your complaint within these time limits, we will give you a reason for the delay, and a date by which your complaint will be dealt with.

Reaching Us

You can reach us via email on hello@by-hand.co.uk. Alternatively you can write to us at: By Hand, PO Box 360, Leeds, LS19 9GS, or telephone us on 0113 225 8972.

You can also follow us on Twitter at www.twitter.com/fairtradebyhand, or join our Facebook group at www.facebook.com/byhandshop

We look forward to hearing from you!