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Frequently asked questions

IS YOUR WEBSITE SAFE?

Yes our website is safe, we have our own SSL Certificate which has been issued by First Data Merchant Solutions Sysnet™ and uses up to 256 bit encryption. You can view our certificate at any time by clicking on the First Data Merchant Solutions™ tab on the right of any of our website pages. The payment pages of our website will transfer you to GoCardless who will take your payment on our behalf. We also incorporate PayPal, Verified by Visa and MasterCard® SecureCode™ for extra security.

HOW LONG WILL IT TAKE TO PROCESS MY ORDER?

We aim to process any orders placed before midday, during the same day. This is not possible on Saturdays, Sundays or Bank Holidays. Please bear in mind that this may not be possible at busy periods.

HOW DO I CANCEL MY ORDER?

Orders can sometimes be processed and shipped within a few hours of the order being placed. The best way to cancel and to ensure it has not already been shipped is to phone us on 01635 868517. Any cancellations by e-mail cannot be guaranteed as shipping may have already occurred.

WHAT DO I DO IF I MAKE A MISTAKE?

If you have made a mistake when placing an order and have fully completed the payment, please phone us as soon as possible so that we can make any amendments before it is shipped to you. Any amendments of an order cannot be guaranteed if sent by e-mail as shipping may have already occurred.
Any mistakes made when placing an order or adding items to cart can be altered before completing payment, simply find the product you do not require in the shopping cart and select the remove button for that item and then click UPDATE on the line below the cart products, the item will then have been removed from your order completely.

HOW DO I RETURN ITEMS?

New and unused items purchased from us can be returned within 14 days for an exchange or refund. Any items that are found to be faulty should be brought to our attention immediately on receipt, please phone us on 01635 868517 for further instructions and information.

CAN I ORDER OVER THE PHONE?

Yes. Orders can be processed by phoning us on 01635 868517, payments can be made by either credit/debit card or you can send us a postal order for the amount, please confirm with us the exact total before sending as we cannot be held responsible for incorrect amounts. Please note we do not accept cheques of any kind.

CAN`T FIND THE ANSWER?

Any questions that we haven`t answered already, please phone us on 01635 868517 or e-mail info@thatchamarmysurplus.co.uk.

Get in touch

Email: info@thatchamarmysurplus.co.uk

Telephone: 01635 868517


Visit our store

In addition to our on-line store we have a shop in Thatcham, near Newbury, Berkshire.

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