We only ask for the information required to process an order. The account is simply so you can log in and see previous orders, and invoices. We can of course take orders over the phone, in these situations we simply create the account for you and will require the same information. The system will only operate on an account basis.

Overseas customers should be aware that they are responsible for any customs / import taxes. Their local customs office will contact them to arrange payment if appropriate.

As a UK based VAT registered company we charge VAT on all our products. However within the VAT guidelines:

• For all UK customers VAT at the current rate will be charged. VAT registered companies can download the invoice and reclaim the VAT in the usual way.
• No VAT is charged for the rest of the world - though you should be aware that you may be asked to ay VAT / DUTY on the import when it reaches your customs systems

Please note that the price you see initially may include the VAT tax. This is because the website cannot know your location and tax situation until you log in and add your address. The VAT will be amended to the correct price following the above rules during the checkout process - before you need to commit so you still get the opportunity to cancel. 

• Order before 2 PM for same day dispatch for items in stock
  
  
• Shipping Disclaimer
  

  Graphskill cannot be held responsible for any delays caused by delivery issues provided we have shipped your order at the required time. All couriers can have issues from time to time, locally and nationally, that can affect deliveries. Refunds will not be given for shipping issues that are outside our control. If we do not ship on time, or send by the wrong method, we will re-imburse the difference between standard post, and the expedited costs paid.

  We use Royal mail and standard couriers. These will generally NOT call in advance. They will NOT call for access to properties etc. Most couriers are not given phones to contact recipients and do not have time to wait. If you need special access then please use "Collect from Factory" and your own couriers

• Shipping costs
  
  Are automatically calculated based on the total weight of the products. The shipping estimator tool in the shopping cart will show you the costs involved, and the options you have. For example if you live in mainland UK and add 1 washer to the cart you will see prices for standard Royal Mail, Couriers, AM deliveries, Saturday courier services. If you then add a few u-bolts to the cart you may see the Royal Mail option disappear as the products will be too heavy for Royal Mail. You will see all this without committing, or even before creating an account.
  
  

  We do reserve the right to change your shipping option at no cost to you. This is because certain combinations are just hard to predict. For example high value, low weight products may give you the option for standard Royal Mail. We may for security reasons upgrade that to courier to ensure safe delivery. Do tell us if this is not appropriate to you for any reason

• We are happy to ship anywhere in the world.
  
  All shipping costs are based on the total weight of the items in the shopping cart. We have a shipping estimator on the cart page. To check  the cost of shipping add the items to the shopping cart and you will see the available costs and options before committing to purchase

  Shipping to non EU countries can be very expensive. We find many overseas companies have their own logistical systems in place which is cheaper for them. If this is the case simply chose "Collect from Factory" during checkout then you will not be charged for delivery and you are free to arrange collection (But please do wait until we tell you the order is ready)

  Please do note though that if you are outside the EU you may have to pay import duties / taxes. If this is the case your local customs will contact you directly

• Can I collect the order directly from you?
  
  Yes, we are happy for you to collect the order in person, or to arrange a collection. In fact many of our overseas customers do prefer to arrange their own collection. During checkout just select the "Click 'N' Collect" option - yes that option is free. Please do not arrange the collection or travel to us unless we have informed you the order is ready
  
  
• Can I give special instructions for delivery? 

  Yes, during checkout you can leave a special instruction for delivery. Please note however that we will use our discretion what to pass on to delivery companies. For example we will not pass on "please leave on the doorstep if out" because this is not a secure location

  We use Royal mail and standard couriers. These will generally NOT call in advance. They will NOT call for access to properties etc. Most couriers are not given phones to contact recipients and do not have time to wait. If you need special access then please use "Click 'N' Collect" and your own couriers
  
  Please do not add messages such as "Please deliver between 10 AM and 3 PM" when choosing Royal Mail or standard courier delivery. This will not be acted upon as we do not book time slots. Also, you do have a choice of an AM delivery and a pre 10 AM delivery. Use those if you require more control

• Do you provide tracking numbers?
  

  Depends. We have different systems for shipping. Some provide tracking details direct to the customer. Some provide us with the tracking number and some do not have tracking at all. All of our couriers will email tracking details directly to the customer. Royal mail will not and pallet delivery will not

• What days do you ship on?
  
  We process order on Monday - Friday inclusive. Orders placed on Saturday  / Sunday will be shipped on Monday
  
  
• Do you send part orders?

Every product page and the cart shows current stock level. Our normal practice is to only ship the full order, unless the shortfall is our fault.

If you can see we are short of stock and want to receive what we have as soon as possible, and the remainder when they are available, then add this product to the shopping cart also: CLICK HERE FOR ADDITIONAL SHIPPING COSTS

Yes - and No :)

Yes they are really photographs of our products, but at the same time representative. A photo of a large galvanised U-bolt, zoomed out to fit the page will look just like a photo of a small u-bolt zoomed in to fill the space. So we use a representative photo.

Please check the dimensions of each product as given in the product description to ensure it matches your needs

You can pay by Credit / Debit Card. We use Stripe as our card processing company

You can also pay by PayPal (either with our without a PayPal account)

Yes.

Obviously the main concern is credit card data. When you get to the payment screen it is not on our website, but on a very secure encrypted Stripe / PayPal hosted page. So Graphskill do not see your details, they go direct to the secure processing company.

When you place an order over the phone we will not write down your details. They are typed diretctly into the HTTPS PayPal virtual Terminal system over a separate secured network. We are fully PCI compliant

Graphskill do not store your card details - ever!

Returns & Refunds

We will make refunds for all items within the standard 14 day rule according to the Consumer Contracts Regulations

Your right to cancel

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods. 

If your order consists of multiple goods, the 14 day period runs from when you get the last of the batch.

This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

More Details: https://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations

If an item is received damaged please take an immediate photograph if at all possible and contact us for details on the process

If you have simply changed your mind, or the item is the wrong size, we will refund or exchange, but contact us first for details

Refunds and exchanges can only be done if the original items are returned to us first. If we are in error we will refund the cost of purchase and the return postage fees. If we are not in error we will only be able to refund the cost of the item (not return postage fees)

We will accept refunds from outside the UK, but we reserve the right to only refund the cost of the items not the shipping costs.

The regulations do not cover business to business selling. We will still try when we can to abide by the consumer contracts regulations, but reserve the right not to refund shipping costs and, for large orders and where stock has been specifically manufactured to not offer refunds or work with a 20% re-stocking fee.

More details of the distance selling regulations can be found here: http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft913.pdf 

PLEASE BE AWARE THAT ANY PROBLEMS OR ERRORS MUST BE NOTIFIED TO US WITHIN 7 DAYS OF DELIVERY. WE WOULD EXPECT COMMUNICATION MUCH SOONER THAN THIS UNLESS THERE ARE EXTENUATING CIRCUMSTANCES

In all instances please contact us first. Details are on the invoice / packing slip and you can also use the Contact Us form

Yes. The invoice is automatically generated as soon as you make payment and it is emailed to the email address used on your account. If it does not arrive (attachment to email) then check your spam / junk folders. If it is still not there then maybe your company has an overriding spam filter so ask your tech department.

Also, and probably easier than asking you techincal department , you can log in to your account at any time and download from there

We can change your password manually, but we have to be 100% certain the account is yours. So it is best, and easy, if you do this your self.

At the top right hand side of the website you will see the "Login" link- Click it, then click the blue "Already registered?" button On the pop up window you will see the "Forgot your Password" link, at the bottom right hand side - click it

Now enter your email address and click the "Retrieve Password" link, and you will get this message on screen : A confirmation email has been sent to your address: blah@blah.com

Check your email system. The mail should arrive within a few minutes. If it does not then please do check you spam / junk mail systems

The email you receive will ask you to click a link. Do that and you will receive a new message on screen saying: Your password has been successfully reset and a confirmation has been sent to your email address: blah@blah.com

Now, go back and check your emails and you will find your new password to use to log in to the site. I would then suggest after logging in that you manually change your password in your account to one more suitable to you

Refund procedure:

Returns - Once the return has arrived the products will be inspected and approved / disapproved (used or damaged by customer) depending on the quality of the goods. Refunds will be completed once this procedure has happened.  

Cancelled before sending - Refunds will be completed once the order has been cancelled. 

PayPal:

It may take up to 5 days for this refund to show on your PayPal account or bank. If you paid using a credit or debit card, the money will be refunded to it. Depending on your card provider, it can take up to 30

Stripe:

Typically, refunds will be completed within 5-10 business days depending upon the bank.

UK Postocode Expedited Delivery Restrictions

General:

Next day means next working day (Monday - Friday and does not include Saturday delivery without additional payment)

Royal Mail Special Delivery by 1 PM

Royal Mail Special Delivery, Saturday Delivery : 

As above with the addition of no guarantee of Saturday delivery to Herm, Sark and Alderney

Expedited / Courier Delivery (Parcelforce):

Order before 2 PM for same-day dispatch for items in stock. 

Graphskill cannot be held responsible for any delays caused by delivery issues provided we have shipped your order at the required time,

Graphskill cannot be held responsible if you chose a delivery option not suitable for your postcode