Ordering

How To Order
You can buy online or alternatively you can call us on 01524 936985.

Last Order Time
Our last order time for same day processing is 4pm Monday - Thursday and 3pm on Friday. Orders or payments received after this time will be processed on the next working day.

Who Do We Sell To?
We predominantly sell to businesses but anyone can buy from us, whether as an individual or as a business.

Pricing
We are not currently VAT registered and do not charge VAT.

Payment
Payment can be made by debit or credit card, paypal, cheque and bank transfer.

Credit Accounts & Purchase Orders
We do not offer credit accounts. All orders must be paid in full before processing.

Order Fulfilment
We aim to complete all personalised orders within 5 working days of artwork approval, and we will notify you once your order is shipped or ready to collect. Stock orders are generally shipped next day. We cannot guarantee delivery times.

Deilvery
We use Royal Mail for all deliveries.

You can collect from our shop at 70 Yorkshire Street, Morecambe, LA3 1QF.

Fraud Checks
If we are not satisfied with the authenticity of an order we will not despatch it and refund the payment.

All orders detected as fraud are reported to the Police and also added to our internal fraud screen systems.

Returns / Picking Errors

Returns
If it is necessary to return goods to us we try to make this as straight forward as possible.

Our Mistake
If we may make an error in your order we will send out the correct item out to you with no additional carriage charge. We will also arrange for collection of the incorrect item.

Damaged Goods
We check all items before they are despatch to ensure they are in perfect condition. If damage happens in transit please call us on 01524 936985 within 48 hours of the delivery. Please have your invoice number to hand and let us know which items are damaged. We will replace the damaged items free of charge and arrange for the damaged items to be collected and returned to us.

Your Mistake / Changed Your Mind
If you wish to return products that have no fault with them then we reserve the right to charge a restocking fee of 20% subject to compliance with EU distance selling regulations for consumer purchases. The restocking fee is is due to the administration costs and credit / debit card surcharges that are incurred in processing the order. You are responsible for returning the items to us in perfect condition at your expense. Please ensure you pack the items properly as if any item is damaged it will not be accepted for return. Carriage charges cannot be refunded once an order has been despatched.

Unfortunately we are unable to accept returns on the following unwanted items:

  • Products that have been personalised, made to order or customised to your requirements
  • If you have made a spelling mistake on your order and it has been sent for production
  • Perishable products, such as food and inflated balloons.
  • Non faulty items that are returned to us, in an unsaleable condition.

Picking Errors
If your order is missing any items please contact us within 48 hours of delivery. When calling us please have to hand the invoice number. Also please advise us if there was any damage to the parcel packaging. Where applicable we will replace any missing items. If we are not notified within 7 days of a picking error we cannot replace missing items.

Delivery

Costs
Full information on delivery costs and timescales are shown in the shopping cart before you place your order.

Tracking
We do not offer order tracking on small deliveries.

Delays / Loss In Transit
If an order is delayed we will endeavour to keep you informed. If a courier informs us that a delivery is damaged or lost we will, at our expense send out a replacement using the same type of delivery service as the original order.

Liability
If an order is delayed in transit, for whatever reason, then our liability is limited to the refund of any delivery cost paid (if any). We do not pay compensation for any consequential loss under any circumstances.

Stock

Stock Levels
We hold a stock for our most popular items but most other items are ordered as required and have usually arrived by the time we complete any design work.

If any item is out of stock such that it delays your order, we will call you to advise of the expected date. If an item is on order you do of course have the right to cancel without surcharge.

General

Ownership Of Goods
All goods remain the property of Autistec until payment has been made in full.

Customer Comments
We welcome comments from existing, new or potential customers. If we have done a good job or you feel we could have done better please do let us know. Maybe you have a comment about the website or a product. You can call us on 01524 936985 or email us as info@autistec.org.uk. We will reply to all comments made.

Privacy
We do not share information with third parties unless required to do so by law. We strictly adhere to the Data Protection Act. We do not store any financial information provided by clients.

Resolving Issues
For us customer service is our top priority and we want to assist you as much as possible. Occasionally things can go wrong, for example a courier can lose a parcel or an item can get missed out of an order, and when this does happen please call us and we will do everything appropriate to get the issue sorted as quickly as possible.

Please don't take your frustrations out on our staff by giving them a torrent of abuse or by making unrealistic demands. We won't put a replacement £50 order in a taxi for 100 miles, we won't pay £2000 in compensation because a £100 order didn't arrive on the correct day due to a courier miss-sort. If a customer is abusive we will simply cancel the order and refund if the goods have not been received. We do not pay compensation for any consequential loss under any circumstances.

General
Autistec is a social enterprise, operated by Tracy McCarthy-Allen, 70 Yorkshire Street, Morecambe, LA3 1QF All profits are invested into the business to employ and train people with autism.