CUSTOMER QUESTIONS

If you have questions about item descriptions, postage, items in the post or items received, please contact us at pascoeleather@aol.com. We will respond as soon as possible, and in any case never normally more than 24 hours.

PAYMENT

You can pay in any currency by Paypal or most debit or credit cards (through Paypal but you are not obliged to register with Paypal if you do not wish to). We will send you an email acknowledging receipt, and another confirming dispatch.
 
POSTAGE

DELIVERY: Payment through Paypal is received almost immediately and we dispatch all items daily from Monday to Friday. We normally send the same working day or the next working day, depending on the time of the order. We pride ourselves on our rapid, efficient service.

POSTAGE SERVICES:
ROYAL MAIL FIRST CLASS RECORDED DELIVERY U.K: Delivery within 1-2 days. A signature will be required on delivery. If you are out, a note will be left at your house and you can arrange either for re-delivery or to pick up your parcel from the local sorting office within 7 days. If not collected, the parcel will be returned to the sender.
ROYAL MAIL SPECIAL DELIVERY U.K. This is a guaranteed next working day delivery service, and includes full insurance for loss or damage during postage.
ROYAL MAIL INTERNATIONAL SIGNED FOR AIRMAIL EUROPE AND WORLDWIDE (non U.K. destinations):  A signature will be required on delivery. Delivery standards vary in other countries, so Royal Mail are unable to guarantee delivery times but estimate 3 working days for Europe and 5 working days for all countries ourside Europe. Articles are occasionally delayed so it is best to allow 1 week for Europe and two weeks for all countries outside Europe, in case.

IF YOU HAVE NOT RECEIVED YOUR PARCEL IN A REASONABLE TIME:
Please contact us. All parcels sent have a tracking number and we will chase it up. We will send you an email with all the information that we can find and your tracking number so that you can confirm this information.

If your order is delivered to your door but no one is available to sign for it, the postman should leave a red card indicating that you will need to to contact your local sorting office to arrange collection or redelivery. (This varies in non U.K. countries).

It is very rare for items to be irretrievably lost in the post and they usually do turn up. If you have paid the optional POSTAL INSURANCE offered to you at Checkout and your parcel is declared irretrievably lost, you will be offered a replacement item free of charge, or if not available, a full refund of your payment. For those without Postal Insurance, compensation up to a maximum of £36 will be made per parcel. Special Delivery (UK only) parcels are automatically covered up to £500. The time for the Royal Mail to begin investigating loss is 25 Working Days. Compensation will not be paid out until the parcel is then officially declared missing. Claims for missing post cannot be begun after 60 days.

IF YOU ARE WAITING FOR POST, we do understand that this can be very frustrating. Parcels can be delayed for any number of reasons. We will, however, do our very best to assist with any lost post.

RETURNS AND REFUNDS

Items must be returned within 14 days of receipt (or 30 days outside the UK) in as new condition to obtain a full refund (excluding postage).

Communicate to us by email before returning an item. We can send you our address and confirm details.
Please indicate a brief reason for returning the product(s).
Items must be in the original packaging or packaging of similar standard, unused and in the same condition as sent out, any price tags and labels still attached and within 14 days of delivery (UK) or 30 days (outside the UK).
The buyer will be asked to cover all postage expenses. Please take the parcel to your local Post Office. It is recommended that Royal Mail Recorded Signed For or International Signed For is used to return items.
For returns from non U.K. countries, you may need to fill out a customs form. You will need to write a description of the item you are returning along with the words GOODS FOR EXCHANGE and ensure the value is NIL.
The address to send returns is found on the payment receipt accompanying your parcel.

If you receive an item that is faulty, it will be replaced free of charge. Return postage costs up to the value of 1st Class Recorded Delivery or International Airmail will be reimbursed.

ITEMS DAMAGED AS A RESULT OF MISHANDLING, MISUSE, UNAUTHORISED REPAIRS, APPLICATION OF UNAUTHORISED CLEANING FLUIDS, OR NORMAL WEAR AND TEAR cannot be considered for exchange.

IMPORTANT TO REMEMBER - Refunds for items bought as gifts can only be reimbursed to the original purchaser. If you are returning items we will credit the Paypal account of the purchaser.  

PHOTOS AND ITEM DESCRIPTIONS

We do our best to obtain an accurate photo of items displayed. However, colour can vary from monitor to monitor and in different light conditions. We try to give full and accurate descriptions along with correct measurements in our listings.