Frequently Asked Questions - Vivana
How do I place an
order? When you find an item
you want, simply click the purple shopping basket icon to the right of the item
and it will place it in your shopping basket. You can view what is in your
basket at any time by clicking the view basket icon at the top right of every
page or selecting it from the Shopping Zone toolbar on the top left of every
page. Whilst in the view shopping basket page you can alter the number of items
required, or remove items from your basket. Once you have finished choosing the
items you want, click "proceed to checkout" and follow the simple on-screen
instructions. You will need to have cookies enabled in order to use the on-line
secure payments facility. When ordering, please include a valid email address so
that you receive an order confirmation, receipt from our payment handler and a
date of despatch notice and so we can contact you if there is a problem with
your order. If we cannot contact you by email we may have to cancel your order.
How can I
pay? We use Nochex
(www.nochex.co.uk) to process all payments using secure server facility. We do
not receive or hold any sensitive data other than delivery information provided
directly to us by customer for completion of the transaction.
When will my order be
shipped? We aim to dispatch
your order within 2 working days, we do not dispatch orders at weekends or
Bank Holidays. We will send a date of despatch notice email when your item is
ready to be shipped.
When will my order
arrive? We use a Royal Mail
1st class service to deliver orders. Deliveries usually take between 2 and 4
working days to arrive, however please allow 15 working days from notified
despatch date for delivery.
Bulky or high value orders are automatically upgraded to signed for service for delivery. If no-one is able to sign for the delivery, a while
you were out card will be left to let you know a delivery attempt has been made
and where the parcel has been taken. Please contact the parcel holder to make
alternative delivery arrangements within 7 days as after this the parcel will be
returned to us as unclaimed. Unclaimed parcels can take up to 2 weeks to arrive
back with us and customers will be liable to pay for despatching the order
again. If customer decides to cancel an unclaimed parcel then a small admin
charge will be deducted from the refund to cover shipping and payment handling
costs. We are unable to despatch replacement goods in lieu of awaiting return of
unclaimed parcels by Royal Mail.
Do you ship overseas? We use a Royal Mail
International Signed for service for overseas orders. A signature is required upon delivery. During checkout please select the second delivery option labelled "Royal Mail next day special delivery / or International (overseas)" to ensure correct shipping is added.
A brief word about donations to charity:
years Girlyshop has supported
and donated to various charities and campaigns. As we sell
cancer awareness items many customers ask us whether we make donations based on the
sales of these items. Here is our position:
don't make statements or
advertise on listings about donating a % of price per item sold,
we make regular monthly donations to two cancer charities. These
donations are fixed and happen regardless of trade.
Every single donation helps and we mean no
disrespect to fund raisers who auction/sell awareness items who
donate on the % of final value / flat rate per item. We have hit upon a
system that's easier for us to administrate and provides the charities with
regular funds to continue their valuable work.
We also sponsor individuals who run / walk for fund raising
events. Our last sponsor took part in the Cancer Research UK Race for Life
event in Gillingham on 1st June 2008. We
are always open to requests of sponsorship for cancer awareness events and as
long as the sponsorship can be completed online via a recognised, secure
donation website, we always oblige.
We are currently supporting Cancer Research UK and Macmillan