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Customer Service

Mail Order Packaging 

Recycling policy

We recycle packaging where ever possible when sending out orders. 

This reduces waste and helps keep prices down.

Breakable items

Glassware is sent at customers own risk.

For more effective packaging, we may alter the kit manufacturers boxes. If you would wish us not to do this, (e.g. if you wanted to give as a gift ) just ask.

Payments

This web site gives our prices including 20% vat, and where applicable manufacturers' RRP.

This is a fully secure site using the SSL system.

We accept all DEBIT/CREDIT CARDS , please give full number, expiry date, security number and issue number where applicable.

We also accept payment via PayPal. Please be aware that PayPal will take the payment immediately from your account/card. Any further charge to cover extra items added, refunds or additional shipping costs will be requested via PayPal before shipping.

Please be aware that our system does not take payment as soon as you place an order; we process payment when the order is ready for dispatch.  This allows us to make any changes you may have requested more easily, including any additions/refunds for postage or extra items.

If you wish to pay by cheque/postal order/stamps, these should be made out to  

'HOP & GRAPE LTD' and sent to HOP & GRAPE, 117 NORTH RD, DARLINGTON DL1 2PS.  Please indicate this in the payment box & we will dispatch your order on receipt of payment.

Pricing

We reserve the right to alter prices without notice should external influences make it necessary (eg manufacturer's price increases, exchange rate fluctuations).  Errors and omissions excepted.

Dispatch of Orders

We aim to dispatch all orders of in stock items within 1-3 working days, but we are grateful for your patience at busy times.  If there is likely to be a delay beyond this time, we will contact you.  Mainland UK orders are usually delivered within 24-48 hours of dispatch.  Other areas can take a little longer.  

If you have a specific date you wish your order to arrive on, please let us know and we will do our best to comply.

Alternately you can order by phone, post or e-mail.

When you receive your order

Please ensure that you sign for the correct number of parcels. i.e. if the consignment note says 3 parcels & you only receive 2, please sign "2 only received"  & let us know. 

If there are any signs of damage please sign "damaged" & point it out to the driver, then let us know if there are any damaged items, preferably with photographs, within 2 days of receipt.

We are quite happy to accept alternative delivery instructions (i.e. Leave in Garage; or Leave with Neighbour etc.) but at customers own risk.

Please be aware that some of the carrier companies we use request the email address of the recipient. This is so that they can notify you of expected delivery. If you do not want us to pass on your email address please let us know.

If you don’t receive your order

You will be able to find the date your order was dispatched in 'your account/my orders' details.

If you think your order may have gone astray, please contact us.

For OVERSEAS ORDERS please allow 28 days.

© 2015 Hop and Grape