We want you to enjoy your shopping experience with us. In this page we have put together the answers to the most commonly asked questions so that you can rest assured that shopping with us will be safe, secure and problem free.
Credit Card Security and the Internet
Verifying who you are dealing with
Ordering by Post
Ordering by Telephone
Alternative Payment Methods
Inclusive Pricing Policy
Credit card billing
VAT Exemption
Inclusive Pricing Policy
Delivery Area
Delivery Services
Delivery Time
Arranging Specific Delivery Dates
Express Delivery Service
If Delivery fails due to no-one being in to sign for goods
Insurance for Damage in Transit
Returning a Faulty Item for Exchange
Returning a Faulty Item for Refund
Returning an item if you are not happy with it
Our Policy for Return Postage Costs
Privacy Policy
Our Policy on Passing Customer Details to Third
Parties
Anti-Spam Policy
Web Statistics
Disposal of Waste Electrical and Electronic Equipment
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We have many thousands of satisfied customers, many of whom see fit to write to us praising one or more aspects of our service. You can read some of their comments by clicking here.
Contrary to popular belief, your credit card details are statistically far more secure when used to buy over the internet than they are when you pay in a restaurant. That's not to say that credit card fraud isn't a problem on the internet. Most frequently fraudsters use card details they have obtained in restaurants (whilst working as casual waiters etc.) to attempt to buy goods which they can later sell on for cash. If your card details are stolen and used in this way, the vast majority of card companies will refund your account in full. The only loser in this situation is the retailer who has shipped the goods in good faith, as the credit card company will claim the money back from them (surely you didn't think the credit card companies would be the losers here did you?).
Suffice it to say that we therefore take Credit Card Fraud very seriously indeed and invariably pick up any attempted fraud well before goods are shipped.
With the explosive growth of traders out to make a quick buck from the boom in internet shopping it is vitally important that you know who you are about to spend your hard earned cash with. We have compiled this general advice to reveal how we, as an experienced online retailer can instantly tell the difference between a legitimate retailer, and a potential scamster. All points are in order of importance.
1. Are they a Ltd. or Plc. Company. If you can find no evidence that they are then you should NOT deal with them, they are most likely running their business in some form of illegitimate way. However, even if they claim to be a Ltd. company, if you're making a significant purchase, you would be advised to check them out at the Companies House Database. Use this link to search for the company by name. There are a number of web sites claiming to be Ltd. companies that are not. This should instantly sound warning bells in your ears. Of course if you would buy a Rolex from the guy standing in the middle of Oxford Street believing that it's a genuine bargain then that's up to you.
2. Whilst your on the Companies House Database, take a look at how long the company has been trading for. We have seen several "alleged" competitors appear and then disappear just as quickly after less than a year of trading. If you buy a product that goes wrong and the web site you bought it from is no longer in existence you will have an incredibly hard time getting anything done about it.
3. Do they have their own merchant account directly with a bank for Credit Card transactions. Banks are very careful about who they give credit card processing facilities to. You should use this valuable tool in your strategy for deciding who to deal with on the internet. A direct account with a bank saves the retailer a significant amount of money per transaction. The majority of traders however are turned down by the banks as they need, amongst other things, a viable business plan in order to obtain this type of account. These traders turn to other payment solution providers who charge exorbitant fees, but are rather less picky about who they deal with. You can always spot the trader who doesn't have their own merchant account as they invariably have to redirect to the payment processors web site to gather your card details.
4. Do they publish their real address. In accordance with the Distance Selling Regulations, this is UK Law. If you can't find an address, then they do not know the fundamental laws of trading and you have to ask whether they are therefore competent enough to be a legitimate retailer. If they use a PO Box number then they don't want you to know where they are and this surely tells its own story (and is in breach of the Distance Selling Regulations)!
5. Do they have a phone number (not a mobile number, please!) so that you can contact a real person should there be a problem.
6. Do they have their own secure server certificate. Ownership of a valid secure server certificate (SSL Certificate) means that the company has been independently verified by one of the certificate issuing authorities. When you're on a web sites secure payment page, look for the gold padlock at the bottom right of the browser screen and double click on it. Check the domain the certificate was issued to (ours reads 'www.savers-uk.com' which is the domain of our secure server).
If you're at all worried about us, then let us gather together all the information you require to thoroughly check us out here.
Company Name: Savers UK Ltd.
Trading since: January 2001
Company Number: 04148098
VAT Registration number: 776768459
Address: Unit 11 Kempton Gate Business Centre, Oldfield Road,
Hampton, Middlesex, TW12 2AF.
Phone Number: 0208 487 0011
Merchant Account Provider (for Credit Card Processing): Natwest Streamline
If you wish to send your order by post, you can click here for an order form that you can print.
Please send your order to:
Savers UK Ltd.
Unit 11, Kempton Gate Business Centre
Oldfield Road
Hampton
Middlesex
TW12 2AF
Our sales staff can be reached on 0208 487 0011 during normal business hours.
We accept Mastercard, Visa, Switch/Maestro, Solo and Connect cards.
Alternatively you can pay by Cheque or Postal Order (made payable to Savers UK Ltd.), please see Ordering by Post.
All of our prices are inclusive of VAT and UK delivery.
We firmly believe that the price you see is the price you should pay. Why many internet retailers think that they can adopt a different set of rules to high street shops is a mystery. UK trading law states that if you are selling to the general public, all prices must be displayed inclusive of VAT. If prices are shown on a web site exclusive of VAT, then the retailer does not know the fundamental laws of trading and you have to ask whether they are therefore competent enough to be a legitimate retailer.
In addition, the practice of enticing a customer to select a product because the price seems attractive, only to be told much further down the line (during the payment process) that there is a significant extra delivery charge is, in our opinion, a form of deception.
Your credit card will not be billed until the day we despatch your order to you. The transaction will show up on your credit card statement as "Savers UK Ltd."
We are a UK retailer and all purchases from our web site are subject to VAT at UK rates. All prices shown include this amount.
We get occasional requests from customers in the Channel Islands asking us to sell to them VAT free. To be clear, our position on this is the same as most large UK retailers and is as follows: The Channel Islands is not a part of the EC, and although it is certainly possible for a UK business to ship to the Channel Islands without VAT, it is required that they obtain and keep proof of export so as not to be charged VAT by UK Customs at a later date. This process currently involves significant additional costs, and hence we are unable offer VAT free sales at this time.
We use Royal Mail for the majority of our deliveries, they deliver to the whole of the UK plus the Channel Islands and the Isle of Man. Royal Mail also deliver to BFPO addresses.
For heavier items that are sent by courier (over 2Kg), in a few circumstances we may need to make an additional charge for deliveries outside of mainland UK and to the north of Scotland. If this is the case, we will contact you to check this is OK once your order has been received. Please note that any additional delivery charges we agree with you are non-refundable in the event of an item being returned for any reason other than because of a mistake on our part.
We can send most orders to the Republic of Ireland for a small delivery surcharge of just £2.00 which covers our increased postage costs. This charge will be added when we process your order.
We do not currently despatch to any other destination.
We use Royal Mail 1st class post for the majority of our deliveries. Very large items are despatched either by courier or the Royal Mail Standard Parcels service, dependant upon delivery location. If you have a specific delivery request then please contact us and we will try to accommodate your wishes. Any increase in delivery cost will be charged to you at cost and we will quote you for this before final agreement.
When using our free delivery service, delivery time is normally 1 to 5 working days.
Although we make every effort to despatch orders promptly, neither we or the Royal Mail will guarantee to meet any delivery timescales unless you use our express delivery service option (see below).
Delivery time for items despatched outside of the UK is 2 to 7 working days.
We normally use Royal Mail or Parceline and delivery will be by their normal rounds. These are not guaranteed services and we cannot therefore give a specific delivery date. If you require an item urgently, or need delivery on a specific date, please see our express delivery service option below.
This service is not available via our web site for a specific reason. If you need an item urgently, this requires a two way communication to ensure that firstly we have immediate available stock, secondly we are aware of your actual delivery timescale so that we can let you know if we are able to meet it (so you have time to try elsewhere if we can't) and most importantly so that we can prioritise your order if necessary to ensure the delivery timescale is met.
In general, we can despatch items using a guaranteed next working day delivery service for an additional £3.75. This means that if you order before 3pm, you will have the item in your hands the following working day. Please contact us if you require this option. This service is only available for UK deliveries.
You will need to sign for the majority of items despatched by us. If you are not in when the Postman or Courier calls to deliver, they will leave a card which will inform you of how to arrange collection or re-delivery of the item. It is important that you contact their office as soon as possible (and in any case, within 3 days). If the item ends up requiring re-delivery, we may charge for the postage required to re-despatch the item to you (though only at cost). Please note that in the event of an item being returned to us due to non-delivery, we will not despatch replacement items whilst the item is still "in transit". The only way around this is for you to authorise us to take a further payment from your card on the understanding that we will refund this once the "in transit" item reaches us. In particular, items returned to sender by Royal Mail go through a clearing system which can cause a delay of several weeks before items are finally returned.
All items we despatch are insured against damage in transit. However, you must inform us of any damage immediately so that we can claim on our courier or the Royal Mail. In general, we have 3 working days from the date of delivery to let our carriers know about a claim and so you must let us know well before this deadline so that we can put together our case. If you do not let us know in a timely manner, please bear in mind that in most cases you will have signed for the goods being received in good condition.
All finished goods sold by us are covered by the usual 12 month return to base warranty. As is usual, this warranty does not include spares, or parts which require regular replacement due to normal wear and tear (Shaver Foils, etc.). Please contact us before returning goods.
If the fault develops within 14 days of purchase then we will, at your request, refund the full purchase price. Please contact us before returning goods.
Provided the goods are in an unused re-saleable condition, and any hygiene seals have not been removed then we will accept a product back from you on this basis within 14 days of purchase. We will refund the full purchase price of the goods. Please contact us before returning goods.
If you return a faulty item within 28 days of receipt then we will refund your postage costs up to an amount equivalent to posting using the cheapest method available from a local post office, this is usually either Second Class mail, or the Standard Parcels service. Please ask when you contact us about your return if you would like to know the approximate cost of returning an item. We cannot be held responsible for returned items that do not arrive with us. We will not refund postage where faulty goods are not being exchanged. Please do not delay in returning goods to us even if you have contacted us about the return, we will not refund postage where items have not been posted back to us within 28 days of receipt. You must contact us before returning goods.
The details you supply are used only to process your order, and contact you should we have any problems in relation to it. If you allow us, we will keep your contact details on file to inform you of any significant enhancements to our product range and any special promotions we may be running. We promise that we will not mail you more often than once every three months.
If, at any time, you would like to be removed from our mailing list, please inform us of the address on which you are receiving mail either by e-mail, phone, or letter and we will remove your address from our list without delay.
We will never pass your details to other parties unless required to do so by law.
Our rules on spam are strict. We ourselves suffer from enormous amounts of spam on a daily basis and this is making effective communication increasingly difficult. We have a quarterly newsletter which we would like to send you, but you have the option of not participating when you place your order, or dropping out at a later date. If you ask us not to contact you, then we will not. Not now, not tomorrow or at any time in the future.
We are currently using Google Analytics to provide us with visitor statistics so that we can maximise our marketing investment. Google require that we bring to your attention their statement below. Please note that absolutely no personal information is passed to Google using this service, and the information is only used to generate statistical information across all of our visitors in any time period. Specifically, neither ourselves, nor Google are able to track the actions of individual users by name, address or any other personally identifiable means.
Google Statement - "This website uses Google Analytics, a web analytics service provided by Google, Inc. (“Google”). Google Analytics uses “cookies”, which are text files placed on your computer, to help the website analyze how users use the site. The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States. Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage. Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google's behalf. Google will not associate your IP address with any other data held by Google. You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website. By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above."
Please contact us as soon as possible. If you wait until the goods are despatched then you will be responsible for the cost of return postage. You may cancel your order up to 7 days after receipt of the product. A returned product should be in its original condition and should be sent by Recorded Delivery, with your original purchase receipt. Please contact us first before returning goods to us. For hygiene reasons, any sealed cartons or packages must not have been tampered with in any way. The original cost of the goods will be refunded to you within 7 days of the item being received by us in a satisfactory condition.
Our turnover of individual items is much greater than many high street shops and so we can offer substantially better advice. In addition, we care very much about the products we sell, and the customers we sell them to. Please contact us with your requirements.
In Accordance with the Waste Electrical and Electronic Equipment (WEEE) Regulations 2006, Savers UK Ltd. is a member of the WEEE Distributor Take Back Scheme which has been set up to enable private households to easily dispose of their waste electrical and electronic equipment in an environmentally friendly manner at no cost. For further information and to locate your nearest collection point, please see the www.recycle-more.co.uk web site.
Business Customers are required to take full responsibility, including all costs involved, for the end of life treatment of any Electrical and Electronic Equipment purchased from Savers UK, and also for any equipment that is being replaced by the same. This treatment should be carried out in accordance with the Waste Electrical and Electronic Equipment regulations 2006.
If you have a complaint about a product we have supplied, or our service, please contact us. We aim to handle complaints in a fair, confidential and effective manner and will acknowledge any complaint within 5 working days. We will provide a likely timescale for resolving the complaint and keep you informed about progress.
Please note - We do everything in our power to ensure that our customers are happy, however, we reserve the right not to deal with anyone who is rude or abusive to our staff.
All images and text contained on our web sites are protected by Copyright law. If you are in any doubt about the law, please have a look at The Patent Office Website. We do not authorise the use of material on our websites for any purpose whatsoever. Copyright © 2004 Savers UK Ltd.
All trademarks acknowledged.
Errors and omissions excepted.