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The Cream Stores – Frequently Asked Questions
Do I have to pay Customs & import charges?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
I Have Placed And Ordered With You, When Will It Be Shipped?
Shortly after you placed your order, we will have sent you an order confirmation email, to the email address that you placed the order with.
If your order was placed before 2pm*, dispatch of your parcel will be before the close of play on the same day. If you ordered after 2pm, or over the weekend**, we will dispatch your parcel on the next business day.
Does My Parcel Have Tracking Information?
All our parcels are tracked and you will receive a unique tracking number once your item has been dispatched. If however, you have not received a tracking number then please feel free to contact us via email at email@example.com and we will be happy to assist you with this.
My tracking information says a parcel has been delivered, but I don’t have a missed delivery note. What can I do?
If the tracking for your parcel shows your parcel has been delivered, but you haven’t received anything, you should:
– Check if someone else at your address has accepted it.
– Look around the delivery location. Your parcel may have been left with a neighbour or in a safe place like a porch or garage.
– Contact the carrier if there’s still no sign of the parcel.
– Arrange a redelivery with the carrier through their website.
If after following these steps you are unable to locate the whereabouts of your parcel then please feel free to contact us and we will be happy to investigate further. You can contact us via email on firstname.lastname@example.org
Can I return my item?
Absolutely! Please find our returns information and policy on the following link: Returns page
When will I get a refund?
As soon as your parcel arrives back with us we will check and process your return, and you will be notified via email. We aim to process all returns within 3 working days of receiving them.
If you have paid via credit or debit card, please allow 3-5 business days for your bank to process the payment back into your account.
I have a faulty item, what can I do?
If you have an item that you consider to be faulty, please contact us via email on email@example.com explaining the fault with some photographs if possible. We will then be able to determine what the next course of action will be.