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Is the information I provide and the Galaxy Four website secure?

When you order with us online, your details are encrypted and transmitted securely to us using a secure server and encrypted email. The entire website is tested and protected by THAWTE, which then allocates it a security certificate which can be viewed by clicking their logo at the bottom of each page. We never disclose any of your details to third parties under any circumstances.

How can I pay?

We accept Visa (including 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.  If you don't have a credit or debit card you can pay by cheque by opening an online account, adding the items you require to your basket in the same way and selecting the pay by cheque method at checkout. You can also use our website to order items and collect them in the shop (If you use this method items will be saved for 7 days only)

Can I order by telephone?

Yes. There is usually someone here to answer your calls personally during business hours of 10 am-5 pm, Monday to Friday and 10am-4pm on Saturdays (excluding UK Bank Holidays).  During busy times it may not be possible to take your call personally, but please be assured that we appreciate your call and call us back later.  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.  If you have an enquiry about an order already placed please help us to deal with your enquiry quicker by having all your order information ready when you call us.

Can I order by post?

Yes, please use the site and shopping basket to calculate the final price of your order including postage, then print out the details of the items you wish to order with a cheque or uncrossed postal order for the full amount made payable to Galaxy 4.  Payment must be in UK pounds sterling, we don't accept payment in any other currency.  We don't advise sending cash payments through the post unless you use Royal Mail's 'Special Delivery' service.

Is there a postage and packing (shipping) Charge? How much Is it?

Your postage and packing is calculated automatically on line when you check out. The website calculates these charges by taking into consideration the size and weight of the items in your order and where the order is being sent (as specified by your delivery address) It will also give you several 'shipping' options which allows you to choose the best service for your area to suit your own requirements (for example 3-5 working days by Royal Mail second class or next day by courier)  On rare occasions there may be difficulties calculating the postage and packing rates automatically and the website will allow us to personally check your order details and quote the postage and packing rates individually for you.

How long will it take to receive my order?

Goods ordered with credit/debit cards or postal orders are processed immediately and despatched at different speeds depending on the shipping choice you have selected. In most cases, for all items in stock (ie not pre-orders or advance orders) you will receive an order sent to a UK address within 7 days.  This will be much quicker if you select our priority postal services such as 'Special Delivery', 'Next Day Courier' or if you upgrade to 'Royal Mail First Class'.  Most orders sent outside the UK are delivered in 3-8 days to Europe and 7-14 days outside Europe, depending on the shipping method selected.

If you make an advance order or pre-order for products not yet released they will be despatched as soon as they come into stock and we will inform you of any changes or updates to the anticipated release/despatch date. 

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.

What if any of my ordered items are out of stock?

In most cases, the website will state if an item is 'out of stock' and give you an option to be notified (via your online account and email) when it comes back into stock, or place an order for the next available.

On very rare occasions there may be a delay in a product being updated on the site and it could be incorrectly listed as 'in stock'.  In these cases your whole order will be held for a reasonable time until stock becomes available or we may send out any available items immediately with the remaining out of stock item(s) to follow. You will be notified via email and your online account of the full despatch status of your order and any ammendments or changes from the moment your order is placed to the point of despatch.  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).

What if my parcel doesn't arrive, arrives damaged or with items missing?

All our orders are despatched with a certificate of posting and are packed securely and carefully to avoid damage in transit. If a parcel does arrive damaged or incomplete, this must be reported within three days of receipt. The easiest way to report any query with your order is to click on the 'email us about this order' link directly from your online account alternatively you can use the contact us page. 

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.

FOR FURTHER INFORMATION ABOUT OUR RETURNS POLICY PLEASE READ OUR FULL TERMS OF BUSINESS AND CUSTOMER SERVICE POLICY FAQ

Does Galaxy 4 send orders to addresses outside the UK?

We supply to many customers all over the world. Payments can be made by Visa or MasterCard or by International Money Order in pounds sterling drawn on a British bank. 

Our website automatically calculates shipping charges for you based on the specific country you select for delivery and these charges vary considerably depending on the size and weight of the items you order. Please be aware that standard Air Mail packet prices will only allow carriage of items that weigh under 2kg.  If your order weighs over 2kg the shipping options are more restricted and these orders cost considerably more to send.

Freepost and subscription prices apply to UK customers only (also excludes Republic Of Ireland, all offshore islands and some parts of Scotland) 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.

Although postage and packing charges are referred to as 'shipping' charges Galaxy Four only uses 'Air Mail' services and will not send any order by surface mail.

 

Can I place an Advance order for something that isn't yet available?

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.

In general, we don't charge credit or debit cards for any items that are not in stock so if you place an advance order your card will not be charged until the items are due and being processed for despatch.

Our Full Terms of Business and Customer Service Policy

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.