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Your Account Shopping Basket Search VIDEO/DVD CD's FIGURES/TOYS BOOKS MISC Ordering - Frequently asked questions Here are the answers to some frequently asked questions. If you have any other queries, please email us, or give us a call on +44 (0)114 268 4976. Is the information I provide secure? How can I pay? Can I order by telephone? Can I order by post? How much is postage & packing? How long will my order take to process? What if my item is out of stock? What if my parcel arrives damaged or goes missing? Do you accept overseas orders? Can I place an advance order? OUR CUSTOMER SERVICE POLICY & TERMS OF BUSINESS Is the information I provide secure? When you order with us online, your details are encrypted and transmitted securely to us using a secure server and encrypted email. Once with us, your details are held securely and confidentially on file to allow us to process future orders for you. We never disclose any of your details to third parties under any circumstances. Back to top How can I pay? We accept Visa (not Electron), MasterCard and Maestro. When paying by card, we will deliver to an address of your choosing, however we prefer orders be sent to the cardholders registered address, as we can accept no responsibility for goods if we are instructed to send them elsewhere. Full payment must accompany all orders. Back to top Can I order by telephone? Yes. There is someone here to answer your calls personally during business hours of 10 am-5 pm, Monday to Saturday. Answer-phone operates at other times. If you wish to place a credit/debit card order, please have the card number, expiry date and, if Maestro or Solo, the cards issue number when you call. Back to top Can I order by post? Yes, please use the site and shopping basket to calculate the final price of your order including postage, then send details of the items you wish to order with a cheque or uncrossed postal order for the full amount made payable to Galaxy 4. Back to top How much is postage & packing? Your postage and packing is calculated automatically on line when you check out. This will be a maximum charge and may well be less. However as a guide, the UK postage and packing rate is as follows: Paperback novel/magazine: 80p each CD or DVD: 70p each Single video: £1.25 each Double video: £2.00 each Other items are quoted individually. There is a maximum of £12.00 postage per consignment. Back to top How long will my order take to process? Goods ordered with credit/debit cards or postal orders are processed immediately and despatched within 24 hours, providing items are in stock. If paying by cheque, please allow 7-10 days for delivery. Please note we cannot be held responsible for cancellations or delays to release dates of products imposed by the manufacturers. All titles will be despatched to you within 12 hours of receiving them from the manufacturer. Back to top What if my item is out of stock? Your order will be held for a reasonable time until stock becomes available. Cards are not charged but cheques will be cashed to ensure a swift despatch when orders can be fulfilled. If you have ordered by cheque and we are unable to fulfil part of your order, a credit note will be sent for the outstanding balance. To claim credit against a future order, the note must be returned (not a copy). If possible, list alternatives. Back to top What if my parcel arrives damaged or goes missing? All our orders or despatched with a certificate of posting and are packed securely and carefully to avoid damage in transit. If a parcel does arrive damaged, this must be reported within three days of receipt. Please keep any packaging as the carrier in the event of a claim may request this. Larger packets are sent with extra insurance but in the rare event of a missing parcel we will endeavour to trace it or claim compensation on your behalf. If goods arrive damaged, it may be possible for us to sort out a problem without the need to return goods, incurring postage costs and any possible further damage to items. Please do not return any goods unless you have contacted us and been advised to do so. Back to top Do you accept overseas orders? We supply to many customers all over the world. Payments can be made by Visa, MasterCard, and Amex or by International Money Order in pounds sterling drawn on a British bank. Airmail is charged at cost but a guide is: Europe: 2 x UK rate Rest of the world: 3 x UK rate Freepost and subscription prices apply to UK customers only (also excludes Republic Of Ireland) All standing orders and subscriptions sent outside UK will incur additional shipping costs. Additional import charges and duties may be levied by Customs & Excise upon delivery of your parcel (according to the published laws imposed by the authorities of your Country). The liability to pay them rests with the customer not Galaxy Four. Back to top Can I place an advance order? Yes, you can pre-order items on our coming soon page, and we have a comprehensive standing order service available to make sure you receive all new and forthcoming titles, some of which are post free. If you wish to pay in advance by cheque for your standing orders, please contact us with details of the standing order you wish to set up, and we will arrange payment details with you. Back to top OUR CUSTOMER SERVICE POLICY & TERMS OF BUSINESS 1. Money Back Guarantee/Cancellation Policy All purchases are covered by our 7 working days exchange or money back guarantee, should you change your mind or do not require the goods for whatever reason and complies with the Distance Selling Act 2000. The Seven day period means working days (ie excludes Sundays and bank holidays) and takes effect immediately after the customer takes receipt of goods. This 7 day guarantee is subject to the following conditions: The goods are returned unused, not damaged, and in the original packaging; accompanied with the receipt or invoice supplied and returned to Galaxy 4. Whereupon receipt of goods a refund or exchange will be offered to you. All carriage costs in returning the goods remain the responsibility of the purchaser. (please observe section 3 for further returns information) 2. Faulty /Damaged Goods/ Missing Items Upon taking delivery of the goods, we advise that you examine them thoroughly, and should they appear to be faulty or damaged or that some components are missing, you must inform us of the problem within 72 hours of receipt (3 days). If you do not intend to use the goods for a period of time after receipt, we strongly urge you to check them even so, as we may not accept complaints about damaged or faulty goods after this time. Although we endeavour to try to ensure your purchase arrives with you on time and intact, we will not accept responsibility for any costs incurred through late delivery or from incomplete or damaged goods as a result of being in transit. The responsibility for goods damaged in transit rests with the carrier but we may claim compensation on your behalf at our discretion. In all other cases we will inform the customer how to contact and arrange compensation with the carrier directly. If your order has not arrived 14 days after despatch- please notify us immediately. We cannot claim for loss of any goods not reported to us within 21 days of despatch. 3. Returns We must be fully informed of any goods that you wish to return to us as we will not accept any goods without prior notification. Carriage charges are non refundable unless the goods are faulty or not fit for the purpose as stated in The Sale of Goods Act. Carriage costs on all other goods returned, remain the responsibility of the purchaser although we can arrange collection subject to a charge- please ask. Please note that any refundable agreed carriage costs will not exceed the total amount incurred by us when first despatching the goods in question to the customer. 4. Shipping charges and pricing We will always attempt to offer our customers the very best prices obtainable but the product price or shipping charges may be ammended from time to time. We cannot be held responsible for increases in postal rates imposed by Royal mail or other carriers or for changes to product pricing incurred by manufacturers. All such changes will be notified via our website. Your right to cancel your order in these instances remains (subject to item 1 above) 5. Our Pledge Galaxy 4 will always endeavour to provide the highest level of service obtainable. We strive to give 100% customer satisfaction and this is attained through our commitment to constantly reviewing and improving our business. We subscribe to a policy of non discrimination against any person regardless of creed, sexuality or gender. Back to top