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Legal

Copyright

All rights, including copyright, in the content of the Petalina web pages are owned or controlled by Petalina.  In accessing Petalina.co.uk web pages, you agree that you may only download the content for your own individual and non-commercial use. You are not permitted to copy, broadcast, download, store (in any medium), transmit, show or play in public, adapt or change in any way the content of the Petalinadolls.co.uk web pages for any other purpose whatsoever without the prior written permission of Petalina.

Placing an order

The quickest way to order is to place an order on line via Petalina.co.uk by following the prompts. Once your order has been received you will be sent an email confirming this.

The use of Cookies

We do use cookies on this website for purposes of keeping products in your shopping basket and enabling you to open an account. By using this site you have agreed to accept the use of such cookies. Without them the site would not function in the same way.

Secure Payments

When you place an order online with Petalina your details are taken and securely transmitted to Sage Pay our payment gateway. Sage Pay then securely pass your information to Streamline where the payment is processed and authorised. Petalina does not store your credit card details and they cannot be seen by anyone at Petalina or Sage Pay. Sage Pay, formerly Protx, handle online credit and debit card transactions for thousands of online retailers.

As part of the payment process you will be asked to verify the payment by entering certain digits from a password that you may or may not have set up already. This is highly advisable as it can prevent fraudulent use of your credit/debit card.
 
When you place an order over the phone your payment details are keyed into Sage Pay’s totally secure on line “Virtual Terminal” and the payment is processed in the same way as if the payment was being made on-line. Petalina does not keep any credit or debit card information you give to us over the phone.

Display of prices on the website

The price displayed on the website will either be inclusive of VAT or exclusive of VAT depending on the country of residence. The website will use the IP address of the device being used to determine whether to display VAT inclusive or exclusive prices as IP addresses are registered with different countries. This system is accurate in 99.9% of cases but where an IP address or device has 'moved house' the website may display the incorrect prices. It may take some months for an IP address to be accepted by the new country but this can also be done by the owner of the device. In the rare circumstance that this may happen, as soon as the correct Delivery Zone is selected during checkout, the prices displayed in the shopping basket will be correct and therefore only the correct prices will be charged.

When a customer purchases items and their country isn't listed in the Delivery Zones, they will automatically be charged VAT and the incorrect postage. In this circumstance Petalina will amend the order so that the VAT is removed and the extra money paid will be put against the cost of shipping.

Paypal

You also have the option to pay for your order via Paypal. In this case you will be redirected to Paypal via a secure connection, and once the transaction has been completed you will be returned to Petalina where we will complete your order in the usual manner. We have been a Paypal Verified Seller since starting the business in 2006.

Please ensure that your Paypal account is up to date so that when we receive an order from you we are provided with the correct address. Petalina will not replace goods sent to the

Delivery - Great Britain

We will endeavour to prepare your order for posting as quickly as possible, normally between 1 or 2 working days of receiving your order. On the day that your order is dispatched you will be sent an email letting you know.

As of March 2013 we have changed the way in which we charge for postage. At checkout all customers will need to select the area or country where they live.  The rates of postage are based on two factors – the location of the delivery address and the weight of the parcel.  All of the products have been weighed and as you add them to your basket our website will calculate the weight and the appropriate postage.

Delivery Charges - UK

For purposes of setting delivery charges the UK has now been broken down into UK Mainland, Scottish Highlands, Scottish Islands, Northern Ireland, Channel Islands, Scilly Isles, Isle of Man and the Isle of Wight.

UK Mainland

Small Order

Royal Mail First Class Post

£3.75

Standard Order

First Class Post or Interlink Express

£5.00

Scottish Highlands, Northern Ireland

Small Order

Royal Mail First Class Post

£3.75

Medium Order

Royal Mail First Class Post

£5.00

Large Order (2kg +)

Interlink Express 48 hour

£16.00

Scottish Islands, Channel Islands, Isle of Man, Scilly Isles, Isle of Wight

Small Order

Royal Mail First Class Post

£3.75

Medium Order

Royal Mail First Class Post

£5.00

Large Order (2kg+)

Interlink Express 48 hour

£21.00

Southern Ireland

Small Order

Airmail

£5.00

Medium Order

Airmail

£10.00

Large Order (2kg +)

Interlink Europe by Road

£16.00

 

Royal Mail First Class

First Class post is supposed to arrive the next day and most of the time it does. Please allow extra time for delivery by Royal Mail at Christmas.

If you have a safe place where a postman can leave a parcel please let us know by leaving a note in the comments box during checkout, so that this can be put on the parcel.

If your parcel does not arrive, the first thing we will do, is ask you to check at your local sorting office because sometimes for whatever reason, postmen don’t leave a card. Take some ID with you and in most cases missing parcels are found there safe and sound.

Interlink Express

We have been using the delivery services of Interlink Express for over a year now and we are very impressed! The standard service we use for mainland UK is 24 hour. Other areas of the Great Britain are all delivered using a 48 hour service.

On the day of delivery you will receive either a text or an email from Interlink (a text if you provide a mobile number during checkout) giving you a one hour slot during which time you can expect the package to be delivered. If this isn't suitable you can follow the instructions laid out in the message you receive and change delivery to another day and again, you will be sent a text or email with a one hour delivery time. Customers have been really pleased to receive their orders so quickly and to not have to wait in all day.

Please note that Interlink Express will not leave a parcel without obtaining a signature. They will happily leave parcels with neighbours or deliver to a workplace so please think about this before placing your order.

What happens if I haven't been at home when Interlink have tried to deliver my order?

Interlink will attempt to deliver twice. On both occasions on the day of delivery they will have sent an email or text with the estimated one hour delivery slot. If this isn't convenient the day can be changed and again, another email or text is sent on this alternative day with a one hour delivery slot. If the parcel is then returned to us due to non delivery, we will book the parcel in for re-delivery but there is a £10 rebooking fee for this service.

Delivery – International

As from March 2013 Petalina has been set up to allow customers from the USA, Canada, Australia and many European countries to place their orders directly on the website. We are very pleased to have found a company that can deliver at a much lower cost than standard international couriers.

To find out if we deliver to your country, add something to your shopping basket. You will then see that there is a drop down box called Delivery Zone for you to select your country. If your country is included in the list we can easily send something to you and prices for shipping for what you have added to your shopping basket will appear automatically. We are sorry if your country isn't yet included but we are adding new countries all the time. Please let us know if you would like us to deliver to yours!

If we don’t deliver to your country, please let us know exactly what you would like to order and we will let you know how much shipping will be.  It is inadvisable to order heavy wooden dolls furniture and prams due to the size and weight, and they will be very expensive to ship.

How much does shipping cost?

For every Delivery Zone there is a sliding scale of prices which will change depending on what you order. All of our products have been weighed and the website will add up the weight of the products in your basket and charge Postage and Packing accordingly. Prices are based on the most economical shipping method available to us and we use several different companies. With the exception of Australia, all parcels dispatched to one of our listed Delivery Zone countries are trackable.

How long does delivery take?

The reason why we can offer such reasonable prices for International delivery is because the company we are using do not offer an express service. They aim to deliver parcels in the following time scales. However, these are aims and not guarantees so please allow up to 3 weeks for delivery. All parcels can be tracked with the exception of those going to Australia.

Europe – between 5 and 10 business days from dispatch

USA/Canada – between 7 and 12 business days from dispatch

Australia – between 7 and 15 business days from dispatch

If you have a deadline looming and would like a faster delivery, please get in touch and we can look at using other couriers.

Payment of Value Added Tax

If you reside in the European Economic Community (EEC) you will be charged 20% Value Added Tax (VAT) on the total cost of your order including the delivery charge.

If you reside outside the EEC you will not be charged VAT.

If you live in Australia, North America or a Non EC country, if you add a product to your shopping basket and then go to the basket and select your country in the delivery zone, the prices of all products will be displayed without VAT and you will also see an approximate price in your own currency. This is approximate because exchange rates vary and our website does not automatically know the latest exchange rate.

The Petalina website will display prices either including or excluding VAT based on two factors. Firstly, it will use the IP address of your device to decide which prices to display. IP addresses are registered by different countries and the website will use this information to determine whether to show VAT inclusive prices or not. The second factor is determined by the customer using the website and selecting their correct Delivery Zone. All of the zones are set so that the prices displayed are correct. Therefore, when a customer purchases and selects their delivery zone, they will be shown the correct prices to be paid for their country. A confirmation email showing the prices paid will also be sent to the customer after purchase.

If Petalina does not deliver to your country and you would like to calculate the cost of our products without VAT, just divide the price shown by 1.2 to give the price without VAT.

If you are buying from outside the EEC but the goods are to be sent to an address within the EEC, you will be charged 20% VAT at the time of purchase as the goods will be used within the EEC and therefore VAT must be paid

Russia - we are unable to ship to Russia and Belarus due to restrictions put in place by Russian Customs.

Packing

In order to help conserve the planet we recycle boxes and packing where possible and also use some packaging materials that are made from recycled material. We try to use packaging materials that can be easily reused or recycled, so please do so if you can.

Gift Wrapping

We will very happily gift wrap items for you. We have a selection of good quality wrapping paper, cards, tags and ribbon in the Gorgeous Gifts section. Paper is mostly sold per sheet and they are standard in size so do order enough to cover the items. You will need two sheets to cover many of the doll boxes including Kidz 'n' Cats and Precious Day dolls. You can always order plenty and we can refund you for any unused sheets! We will also add ribbon free of charge. Please let us know if you would like us to write a birthday card for you too. There is a notes section during checkout where you can leave instructions, but if you have a lot to say it may be better to send an email via the contact form providing us with your name and order number.

Returns Policy

Petalina hopes that you will really love your purchase. However, if for any reason you do not, then simply return it to us. All we ask is that you return your purchase to us in perfect condition in it’s original display box/packaging within 14 days of receipt. Please ensure that the item is well protected and wrapped carefully to avoid damage in the post. Finally, you just need to include a copy of your receipt with your return, together with a brief reason for the return.

We will be happy to exchange the item for you or provide you with a full refund.

Please let us know of your intention to return something before doing so, just to make sure there is someone available to take in the parcel. May we suggest that you keep your postal receipt as proof of posting, and maybe consider returning more expensive items via registered post, as Petalina cannot be held responsible for any returns lost or damaged in the post.

For boxes over 2kg Royal Mail is now very expensive. As an alternative there are several websites where you can book a collection by a courier, such as P4D.co.uk, and pay using Paypal. More insurance is also included in the cost compared to Royal Mail.

We will let you know by email when we have received your parcel and that a refund or exchange has been processed for you.

Please send your returns to:
 Petalina, 55 Ashley Road, Epsom, Surrey KT18 5BN.

Non-delivered/Missing Orders

If you are concerned that your order has not arrived and may be lost please let us know and we will confirm how the order was sent to you.

First Class Post

Orders sent by first class post should normally reach you within 1 to 2 days of posting but sometimes may take longer. Generally Royal Mail First Class is fantastically reliable but occasionally things do go wrong. The severe weather during 2010 severely interrupted Royal Mail deliveries.

If your order hasn't arrived, the first thing you will be asked to do is confirm that the address you provided is correct. Then we will ask you to check at your local sorting office to see if your order is being held there for you. Sometimes cards aren’t left by postmen or are mislaid and very often missing parcels can be found here. However, don’t leave it too long before visiting the sorting office as uncollected parcels will be returned to us. Unfortunately, we we are unable to replace goods that have been posted to an incorrect address provided during the checkout process.

If your parcel still hasn’t arrived after 16 working days from the date of posting, Petalina will send a replacement package or provide a refund if you would prefer. You will also be refunded accordingly if any of the items originally ordered are not available.

Delivery by Courier

Delivery by courier is very reliable. However, if your order doesn’t arrive you will be asked to confirm that the address you provided us with is correct and we will then do our best to trace your order for you. If it cannot be traced we will send out a replacement order for you or process a refund, if that is what you would prefer. You will also be refunded accordingly should any part of the original order no longer be available.

Faulty or Damaged Goods

Whilst we do our utmost to ensure that your goods reach you in perfect condition, if you do find a problem with your order on receipt, please let us know immediately. It is helpful to send us a photograph of the problem. In this situation we will arrange for a replacement to be sent to you as soon as possible. You will be asked to return the damaged item to us and of course we will refund all postage costs incurred.

Out of Stock Items

The stock control system is automated and stock is allocated to orders on a first come first served basis. If a product in your basket is unavailable at the time of check out you will not be able to purchase it. If you would like us to let you know when the item is available again, please send an email to that effect.

Christmas Delivery

Mainland UK

The last order date for delivery by Christmas 2013 is Friday 20th December for delivery by Interlink on Monday 23rd. Interlink send you an email to say that they are going to delivery on a certain day and you are given the option to change the day if needed. If you include your mobile number with your order details they will send a text, if not they will send an email. On the day of delivery they will send another text or email giving a one hour delivery slot. Please make sure someone is available then to accept the delivery, otherwise it will hold up your order. If you can't be in at the specified time, again you can change the date and start the process again.

So please ensure that the address given for delivery will have someone available.

Scottish Highlands & Islands, Channel Islands, Ireland (N & S)

Last order date for delivery by Christmas is Wednesday 18th December. We will use a mix of Royal Mail and Interlink Express.

International Destinations

Please order well in advance to ensure orders reach you in time. At this time of year our international parcels will be slower due to the volume of parcels in the network so please do allow for this. Ordering by mid November is advisable for our standard service.