Beyond Words

Terms & Conditions

 

PRIVACY NOTICE

Beyond Words collects and stores only the minimum personal data from our customers required for processing orders, payments and refunds; for communicating with customers about their orders and transactions; and  (when authorised by the customer) for providing information about the products we sell and the services we offer.  Our privacy policy is set out in detail below.

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This Privacy Notice relates to the business of Neil McIlwraith trading as Beyond Words.

Newsletter subscription

If you subscribe to our emailing list, the information we store is limited to the email address you give us.  The email address is securely stored on Mailchimp for the purposes of newsletter distribution.

Newsletter subscribers will be sent a newsletter by email, approximately every fortnight.  Every newsletter will provide an opportunity for you to unsubscribe.  You can also unsubscribe at any other time.

Processing orders

If you place an order with us, you will be asked for your billing address, delivery address, email address, phone contact number and credit/debit card details.

We retain the email record of your order in Microsoft Office. This information is limited to your email address, billing address, shipping address and the items you have ordered.   

If you place an order via our website, the information is securely processed through our website software, currently nopCommerce, but now (May 2018) in process of being transferred to Magento.

A customer record, linking a customer’s name to the orders they place, is created on the stock control software we use, Bertline.  This is required to aggregate orders for suppliers and to ensure incoming items are correctly allocated to customers.

Payment information

All credit/debit card information sent via our website is securely encrypted and processed via your preferred payment services provider (Paypal or Secure Trading).

If you do not wish to pay online, you can contact us to arrange an alternative method of payment.

When card details are voluntarily given by customers by phone or in person, those details will be entered in a Secure Trading virtual terminal. They would not subsequently be held digitally by Beyond Words.

Paper records of a customer’s card details would only be held at the specific request of that customer and would be held in a secure, locked place. A customer is free to withdraw their consent for such storage at any time.

Shared information

We ask for a phone contact when you place an order only so that the number can be passed to the delivery companies we use.  This is solely to enable them to contact you if there is any difficulty with delivery. The number will never be used by us or by them for marketing purposes.

Except as outlined above or as may be required by legal authorities, we never disseminate personal information about customers to any third party.

Your rights

You may contact us to review, correct, update or request deletion of any or all personal information about you by emailing info@beyondwords.co.uk or by phoning 01620 675050 or by post to: Beyond Words, Unit 3 Prora Steading, Drem, North Berwick EH39 5LN

The GDPR regulations of 2018 give customers the statutory right to submit a Subject Access Request (SAR).  Our standard response time would be 48 hours. (The legislation requires response within a maximum of 40 days.)  It is the responsibility of the business owner, Neil McIlwraith, to respond to an SAR request, which should be sent to info@beyondwords.co.uk

 Transactions

Transactions are normally processed through Secure Trading, though you have the option of using Paypal. . We use Secure Trading because it allows us to delay debiting your card account until your order is ready to be sent. None of the details of your card account are revealed to us.

Order confirmation & delivery

You will receive an email confirmation when you place your order. You will also receive an email from Secure Trading, confirming your card transaction. 
We will contact you within 24 hours to give an estimated date of delivery and to notify you if any title you order is not immediately available.
We will email you again to confirm that goods are being despatched.

Checking the status of your order

If an order has not been received by the estimated date of delivery, you can e-mail us at info@beyondwords.co.uk. We will investigate the matter and respond within 24 hours.

If the item does not arrive by 14 days after the estimated delivery date, you may ask for a refund of the cost of the goods and the carriage.

Returns Policy

You may return goods if they are received damaged, or if the incorrect item is delivered. They should be returned by the cheapest available method of carriage. You will be refunded the cost of goods and the carriage once we have received the goods. Please email info@beyondwords.co.uk to inform us that the goods are being returned

Legal Rights

You are entitled to invoke your statutory rights under The Consumer Protection (Distance Selling) Regulations 2000.

Overseas orders

We will supply customs forms for all international orders, which list the value, contents and description of items contained in the package. All orders will be marked "Gift". The customer must pay any customs or import duties levied once the package reaches an international destination.

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