Vintage Home Help Centre

This is the Vintage Home help centre window.

A comprehensive and continuous document offering help and assistance with all aspects of the Vintage home website.
To help navigate this, choose one of the topics below and the page will scroll automatically to the relevant section.
Use the scroll bar to browse as much or as little information as you need. Choose [return to top] from the foot of the page to return here. Choose [close window] to close this help window and continue enjoying the website.

Finding your way around...
Placing an order / using the order form
How to ask a question
Payment options...
Postage and packaging
Delivery
Returns or queries
Terms and conditions
Data Protection Statements
Legal statements

Your most common questions answered:

Finding your way around...the Home Page.

The main features of the Home Page are:

1. NEW* Picture links to gift items.
2. NEW* drop-down menus.
3. Links to parts of the shop.
4. Listen to the Vintage Home Signature tune.
5. When the latest items were added to the shop

NEW* The drop down menu will be found in exactly the same place on almost every page of the site - in this way you can move from one part of the site or shop to another instantly and effortlessly.

NEW* The main photo-image shown in the background of the home page changes randomly every time the page is visited to show a selection of vintage treasures...

The main Vintage Home shop has six sections...

Although the website now has an all new look - we have been careful to retain many of the essential elements from the previous website. In this way, our existing visitors should find it familiar and those new to Vintage Home will hopefully enjoy the ease of use.

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Finding your way around...the Shop Page.

The shop is divided into six parts: Floribunda (floral accessories), and so to bed (eiderdowns, quilts and bedding), homewares, china and glass, the picture gallery and finally the textiles section. When you first enter each part of the shop you'll be presented with a screen like the one below - the items within that part of the shop are presented six at a time using both a snap-shot and brief description - so you can quickly browse the entire shop.

The main features of the Shop Page are:

1. The Current Section and page no. of the shop.

2. Click any image or description to view that item.

3. Move to another section of the shop.

4. Move through the pages in the current section.

5. Flag showing if the Item is reserved or sold.

Shop pages allow you to browse quickly and effortlessly throught the store.

When you see something you like - just click the relevant image or description to see detailed photos, texts and much more via the item page...

Finding your way around...the Item Page.

The main features of the Item Page are:

1. Item description and unique stock no.

2. Price and more (see next screen below).

3. Available photos - click on these to ENLARGE.

4. Detailed Information (use scroll bar if present).

Please Note: - If an item is already reserved or sold then a 'Reserved' or 'Sold' flag will partially obscure the main snapshot and the 'BUY this item' button will be disabled in order to avoid accidental duplication of orders.

A close-up of the left side of the Item Page showing the options and features available follows...

Finding your way around...the Item Page (additional features).

Features include the price, the cost of postage and packaging (within the UK only) and:

1) Lay-Away symbol (where applicable)

2) Currency Guide (click to see the cost of this particular item in various foreign currencies.)
NOTE: This is meant as a guide only - you should check with us for the exact current price and it does NOT include postage and packaging).

PLUS three other options...

a) BUY THIS ITEM. (opens the order form)

b) EMAIL a question (pre-filled email re: the item)

c) RETURN to the shop page.

Using the various options on any Item Page (above) will launch the following features...

1. Currency guide window

2. Full-size Photographs

3. The Order Form

4. An email prefilled with the items details.

Placing an order...the Order Form.

To order something from Vintage Home - simply locate the item you want to purchase and from the Item Page (see screens above) click on the BUY THIS ITEM button and the order form will appear pre-filled with the item name, reference number and price. Simply complete the order form and click on the SUBMIT ORDER button - that's all there is to it!

Following receipt of your order form - we will reserve the relevant item(s) pending receipt and clearance of your payment.

If payment is not received within 7 days from order then your purchase(s) may be un-reserved and offered once again for sale.

How the order form looks on screen...		The two main areas of the order form...

Please Note: We oversee each and every order personally. Because of differing international time zones and the possibility that we may not be here in person when your order arrives - there could be a delay of a few minutes or even several hours in replying. Please be assured, your order will be processed, the item(s) reserved and your confirmation email sent - all at the earliest possible moment...

How to fill in your order form...

Part 1: You need only fill in the boxes within the first part of the form (the pink area [1] in the image above).

Part 2: The second part of the form (the orange area [2] in the image above) is entirely optional - used for ordering Vintage Home gift items, such as Bone China Mugs and Mouse Mats.

Further guidance regarding specific parts of the order form...

Your Email Address: The email address you enter will be used not only to contact you regarding your order - but also for any online payments - so please take a moment to double-check your entry. Also, be aware that emails sent to that address from us or Paypal/Google checkout etc. might be inadvertantly diverted to your email 'trash' folder by your email software - so always check there if you can not see any email you're expecting.

The Message Box is there for your convenience - to tell us about anything else you think we should know - for example, if you require postal insurance, whether you're purchasing other items at this time or delivery instructions etc. - or it may be left blank. If you wish to order other items at the same time - simply list their product code(s) and description(s) in the message box to save having to fill out further forms.

If you make a mistake, simply overwrite what you have written or click on 'reset' to wipe the form clean and start again.

If you accidentally submit a form in error, just send a replacement order (with a relevant note in the message box) or email us and let us know.

If you receive an error message when submitting your order - take a moment to check your details and correct any omissions or mis-types before once again clicking on the 'Submit Order' button. The order form is set up to detect irregular phone and email formats - so take a moment to check these for errors. Make sure you have read the terms and conditions and ticked the box to confirm your acceptance of the same - the order cannot be accepted without this.

To speed up repeat orders you may find that your computer will remember the last set of details you entered when last using the Vintage Home order form - if you double click within certain boxes (or alternatively click once and then press the down arrow key on your keyboard) you may see certain name, number and email information appear - which you can then click on to select and re-use.

If you experience any problems in using the order form then email us or call us on 01432 830236 or 07805 626447 and we'll be happy to help.

An email will be sent to you confirming receipt of your order.

Asking a question / emailing us

Item Specific Emails...

General email (About Us page)

There are two ways in which you can send us an email:

1. Item specific Emails.

When you want to ask us a question about a specific item in the shop - you can do so by choosing 'EMAIL a question' found to the left of the item description (shown left). The beauty of this method is that the email will appear pre-filled with all the relevant item information - all you have to do is start typing your message and press send!

2. General Contact Email.

This can be found on the 'About Us' page (from the main drop down menu.) Once there you'll find the active email link towards the bottom of the page - just next to the cream framed photo of 'Pushkin' (the pussy cat on the garden wall) (shown right).

Payment options.

Once you have placed an order, the item(s) will then show as reserved for a maximum of seven days to allow time for payment to reach us. Items cannot be reserved without an order. Items will be un-reserved if payment is not received within seven days.

Payment by credit card.

If you select to pay using your credit or debit card then, following receipt of your order(s), a 'Google Checkout' Invoice will be emailed to you which will include the item(s) description(s) and the total cost including the postage and packing. Within this email invoice is a clearly defined link that will take you directly to the Google Checkout Secure payment website.

if you have used Google Checkout before on this or any other website you will have been issued your very own Google Checkout username and password. Entering these will 'fast-track' your purchase as your personal and payment details are recalled by Google from your last purchase. If you're using Checkout for the first time, you only need to fill out one page of information to complete your purchase and you can shop with confidence knowing that Google will protect you from unauthorised purchases should they ever occur.

When we receive notification of your payment from Google Checkout - we will despatch your purchase and send you an email to confirm the same.

Your purchase will show on your card statement as "GOOGLE *Vintage Home" together with the appropriate date and amount.

PLEASE NOTE: Vintage Home does not receive your card number, expiry date, three-digit security number or card name at any time during or following any transaction.

When you buy with Google Checkout, you can track your order and shop with confidence knowing that Google protects you from unauthorised purchases.

To learn more about Google Checkout, visit http://checkout.google.co.uk.

As well as Google being a worldwide business which is highly regarded and trusted across the globe, Vintage Home has been using this system for two years with complete satisfaction.

Payment by Paypal.

If you select to pay by Paypal then, following receipt of your order(s), a Paypal invoice notification will be sent to the email address you supply on the Vintage Home order form. You will need to have a PayPal account or to initiate one. You can then use your Paypal account to pay the invoice online. Upon receiving notification of your payment, we will despatch your purchase and send you a confirmation email regarding the same.

For more information about Paypal - or to open an account with them...use this link: http://www.paypal.co.uk/uk

Please Note: Vintage Home is also Paypal Verified! (Verification means we have successfully completed PayPal's Verification system to establish our identity with them. The Verification process includes having both our bank account and credit card details personally verfied by Paypal and that we have successfully completed a bank transfer to confirm our commercial status.)

Payment by cheque or postal order.

This option is only available to residents of the UK - If you are outside the UK, the payment methods accepted are GOOGLE CHECKOUT and PAYPAL in GBP sterling.

If you are in the UK, you may pay by cheque, postal order or cash (sent at your own risk.)

Please allow 5-7 working days for cheques to clear.

All cheques and postal orders should be made payable to: C Brown.

All payments by post should be sent to the following address:

Clare Brown
The Gayleys
Westhope
Hereforshire
Postal Code: HR4 8BT

Payment by Lay-Away.

To assist in the purchase of high-value items here at Vintage Home we are now offering 'Lay-Away' on certain items. Where the 'Lay-Away' payment option is available on an item - a 'Lay-Away' icon (a tumbling egg-timer) will show next to the price on the Item Page. An item purchased on Lay-Away can be paid for by weekly or fortnightly payments over a maximum of 6 weeks, as agreed between Vintage Home and the purchaser.

The first payment must always be made at the time of order.

For example; an item costing £300 including p&p might be split into an initial payment of £100 followed by 2 further payments of £100 - one after two weeks and the third and final payment at 4 weeks.

When filling in your order form for a lay-away item - indicate in the message box if you would like to use this facility and we'll contact you to discuss payments.

There is absolutely no charge for this service and no interest is charged - the total paid is simply the price of the item(s) and the P&P. The item(s) will be despatched upon receipt and clearance of the final and full payment.

VERY IMPORTANT NOTICE - Once the payment terms have been agreed and an order received (together with the initial payment) NO REFUNDS, partial or full, can be given. At this point the item(s) will be reserved for you - which effectively removes them from sale and the possibility of us selling them to another buyer - for this reason it is imperative that you are sure of your purchase(s) before entering into the agreement.

Postage and packaging.

Unless otherwise stated or agreed - The Post Office and Parcelforce are used for all deliveries.

A Certificate of Posting is obtained for every parcel sent.

By default all packages are covered by standard Post Office insurance up to the value of £39.00 per package (glass, china, plaster and some other fragile types not included).

If you require additional insurance we are happy to arrange it, but this will incur an additional cost to the P&P price shown on the item page. Note: Where the P&P for some fragile or particularly valuable items includes additional insurance by default - this will be shown on the item page.

With certain higher value items we include insurance (where stated in the item description). We can insure any item at your request but this will incur an additional cost.

Surface mail is not used when sending larger/heavier items overseas. It is not possible to insure items sent by this method and delivery can take 8 weeks or longer. Also, a high proportion of parcels go missing when sent by economy surface.

Whilst items are sent by 1st & 2nd Class, Standard Delivery & Parcelforce, delivery times can vary due to postal services for your area.

For extremely fragile, unusually large or for high value purchases - we can deliver the item(s) for an agreed fee or arrange for you to collect from us or meet somewhere convenient to both parties between locations.

Delivery.

Where Items have been paid for by Google Checkout, Paypal, postal order or cash, purchases will be despatched as soon as possible thereafter - normally within two or three days.

Items that are paid for by cheque will normally be despatched two or three days after the cheque has cleared.

Where unforeseen or preplanned events such as, national holidays, postal strikes or our own vacations may interfere with the prompt delivery of your purchase we may suggest reserving the item and arranging payment upon a return to normal service. In any such event, we will email you to arrange a solution at your convenience.

Returns and queries.

We trust you will be completely satisfied with your purchase.

Unless an item has been grossly misrepresented, returns will not be accepted - although statutory rights apply.

Item(s) returned unsolicited will be refused.

In exceptional circumstances we may agree to the return of an item but this is expressly at our discretion and only following our written agreement of the same.

Any items accepted for return by us will be refunded less postage and packaging costs.

In the event of gross misrepresentation, a full refund including P&P charges will be made.

Terms and conditions of sale (summary) .

Overview
There follows a summary of the information regarding the terms and conditions relating to the purchase and or receipt and or use of any item on or from the www.vintage-home.co.uk website. To read the full terms and conditions - choose [top] from the foot of this screen to return you to the head of the file and proceed to read all parts relating to the same. Your acceptance of the following summarised terms and conditions is also your acceptance of any and all terms and conditions as described in full elsewhere in this file.

Postage & Packaging
The postage and packaging quoted with each item is for UK customers only. If you reside outside the UK the postage and packaging will be higher. Please contact me via email if you are interested in a specific item and would like a quote for postage. I will combine postage and packaging on multiple sales.

How To Pay
Once you have selected your item, please complete an order form by clicking on the relevant 'BUY this item' button. You will be required to give your full name, full address, telephone number and email address. You must select a payment method and confirm that you have read and accept these terms and conditions. If you are in the UK, you may pay by credit/debit card, paypal, cheque, postal order or cash (the latter sent at your own risk.) All payments must be made in GB Pounds Sterling. Please allow 5-7 working days for cheques to clear. If you wish to pay by credit/debit card a Google Checkout email will be sent to you containing a link which you can then use to make a secure online payment. If you wish to pay by paypal, a PAYPAL invoice will be forwarded to you - you will need a paypal account. All cheques and postal orders should be made payable to:C Brown and all payments by post should be sent to the following address:

Clare Brown
The Gayleys
Westhope
Herefordshire
England
Postal Code: HR4 8BT

If you are outside the UK, the only payment method accepted will be Google Checkout or Paypal in GBP sterling or you may wish to arrange payment via a friend or family living in the UK...

Delivery
Where Items have been paid for by credit/debit card, paypal, postal order or cash, items will normally be despatched the next available working day. Items that are paid for by cheque will be despatched the next available working day after the cheque has cleared. We use the Post Office and Parcelforce for deliveries unless we advise otherwise. We obtain a certificate of Posting for each parcel sent. All items are sent uninsured (apart from any standard insurance included by the post office.) If you require additional insurance we are happy to arrange it, although this will be an additional cost to the postage and packaging stated.
We do not use surface mail when sending larger/heavier items overseas. It is not possible to insure items sent by this method and delivery can take 8 weeks or longer. Also, a high proportion of parcels go missing when sent by economy surface.
Please note that whilst items are sent by 1st & 2nd Class, Standard Delivery & Parcelforce, delivery times can vary due to postal services for your area.

Returns
We trust you will be completely satisfied with your purchase. Unless an item has been grossly misrepresented, returns will not be accepted - although your statutory rights apply. Item(s) returned unsolicited will be refused. In exceptional circumstances we may agree to the return of an item but this is expressly at our discretion and only following our written agreement of the same. Any items accepted for return will be refunded less postage and packaging costs. In the event of gross misrepresentation, a full refund including P&P charges will be made.

Liabilities
Vintage Home can not be held responsible or accept any liability for any damage or loss to life, property or possessions relating to the purchase, receipt, storage, use or disposal of any of the items advertised, offered or sold here on the website: www.vintage-home.co.uk. Your submittance of an order is your acknowledgement of and your agreement to the same.

Questions?
If you need any more information please email me. I am online regularly so will get a reply back to you asap.

[ END OF SUMMARY OF TERMS OF SALE ]

Data protection statements.

We do not store credit card details nor do we share customer details with any 3rd parties.

The law relating to businessess operating within the United Kingdom requires that we specify what information is collected from our customers, under what circumstances, how it is stored and how it is used. Here is our Data Protection Statement:

The Data Protection Act 1998: The Data Protection Act 1998 (hereafter referred to as "The Act") is a statutory act of the government of the United Kingdom of Great Britain and Northern Ireland. The Act defines what types of data are allowed to be collected, how they should be stored and what can and cannot be done with that information. In particular The Act states that personal data relating to individuals must be stored securely and only used for legitimate purposes. Full text of The Act can be found here.

Definitions: "Us" means "Vintage Home" as defined elsewhere on this website.
"Customer" means anyone who requests services from us and has entered into a contract with us.
"Contract" means the contract between us and the customer covering the supply of services by us to the customer.

Personal Data Collected (Part 1): The following customer data is collected by us as part of the formation of a contract between our customers and us and is necessary for us to enter into said contract with the customer. In addition, some of this data is also collected each time customers request services from us (either via our web site or via email or written communication):

The customer's full name.
The customer's full mailing address.
The customer's email address.
The customer's telephone and/or mobile telephone number(s)
The customer's marital status and any messages as part of emails or orders.
The customers message included with any email or order to Vintage Home.

What the above information is used for: The information collected above is used solely to implement our contract with the customer (setting up of an account with us, supplying of goods by us and the issuing of invoices by us) and is not disclosed to any third party or used for any other purpose.

Where the above information is kept: The above information is maintained on an electronic computer storage device used solely by us and only available to us.

Personal Data Collected (Part 2): The following information is logged by our web and mail servers when customers contact us by these means:

The internet protocol address (IP address) of the computer used to send the request.
The version of web browser and the computer operating system used to send the request.
The email address of the requestee.

What the above information is used for:

The information collected above is used solely for the purposes of implementing the contract between us and the customer, monitoring web and mail usage and the diagnosing and rectifying of problems that may occur.

Where the above information is kept: The above information is maintained on the server logs and is used solely by us and only available to us.

If you have further questions or want to see the personal data we hold: If you require further information or clarification of any of the statements made above, please contact us. We respect the personal privacy of our customers and their right to access the information held about them by us. Any customer wishing to obtain a copy of the information about them held by us should contact us (in writing) asking for the information. A charge of £10 sterling is levied for each request.

[ END OF DATA PROTECTION STATEMENTS ]

Legal statements.

The phrase "furnish your home with your heart" is a trademark of Vintage Home. Its use by other agents or parties is strictly forbidden and will be agressively defended.

At Vintage-Home, all our photographs and texts genuinely reflect the items for sale and suggest their original purpose. Due to their age, some may not meet modern health and safety requirements and so all items should be used primarily for display only and otherwise with care and consideration and solely at the risk of the purchaser.

Vintage Home can not accept any damage or loss to life, property or possessions relating to the purchase, receipt, storage, use or disposal of any of the items offered for sale here on the website: www.vintage-home.co.uk.

Vintage Home can not guarantee the age, purpose, origins or value of any item given or sold.

[ END OF HELP FILES ]

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