Customer Help Page

Credit or Debit Card

When you place an order with us your card issuer will reserve the funds for us. We will only take the payment once we are happy that your goods have been dispatched to you. If, for any reason, your order is cancelled beforehand we then void the transaction which releases the money back into your available funds.

Currently, we accept payments from the following cards:

• Visa Credit
• Visa Debit
• Mastercard Credit
• Mastercard Debit
• Visa Electron
• Maestro
• JCB
• Government Procurement Cards

Payments will show on your statement as Redshank Online. All card payments made within our chekout are fully secured using the latest encryption methods. See the Credit Card Security Section on this page for more information.

PayPal

PayPal is fully integrated into our checkout process. At the time of payment you will be securely redirected to PayPal's website to complete a one-off payment where you will have 2 options:

• Login with your PayPal details to authorise the payment
• (or)
• Pay as a guest using PayPal's credit/debit card checkout system

After processing your payment you will be returned to our website via a secure protocol.

Invoice Account

If you are a business and have a trading history with us, we are happy to discuss opening an Invoice Account for you. To use this method you will need to be logged in and select "Pay by Invoice" in the Payment Information Section during the checkout process. On completion of your order we will email a VAT invoice to you together with payment instructions.

Cheque

We accept personal or business cheques from any UK bank or building society. To use this method simply select "Cheque" in the Payment Information Section during the checkout process. On completion we will send you an order confirmation email with details of who to raise the cheque to:

• Please make cheques payable to "Redshank Online Ltd" and post to:
• Redshank Online Ltd
• 3 Palmerston Mansions
• Palmerston Road
• Portsmouth
• Hampshire
• PO5 3QJ

Bank Transfer

You may pay for your online order by BACS or CHAPS bank transfer. To use this method simply select "Bank Transfer" in the Payment Information Section during the checkout process. On completion we will send you an order confirmation email with our bank account details:

• Barclays Bank Plc
• Sort Code: Please check email
• Account Number: Please check email
• SWIFT Code: Please check email
• IBAN Code: Please check email

Pingit

Pingit is a free smartphone app from Barclays that works with any (not just Barclays) UK personal or business bank account. It enables money to be transferred free and instantly using a mobile phone, without the need for sharing sort codes and bank account details. To use this method simply select "Pingit" in the Payment Information Section during the checkout process. On completion you will recieve our payment request text.

If you don't yet have an account that is registered for Pingit you can still use this service and follow the setup instructions included in the payment request text message.

Security is something that we take very seriously and we have adopted the best encryption software available. We use an enhanced version of Secure Socket Layer (SSL) called Extended Validation Secure Socket Layer (EV SSL) that uses high grade encryption to scramble your payment and personal details so that it is impossible for anyone but the intended recipient to read.

To obtain an EV SSL certificate we are subjected to a more extensive investigation than standard SSL from the certificate issuer, in this case RapidSSL, and have to pass an independent audit before being awarded such status.

Payment details are entered on a secure server and your browser will normally inform you that encryption is being used by either displaying a message or showing a small padlock icon at the bottom of your browser. All of the latest major browsers have built-in EV SSL support and this site will cause the address bar to have a green highlight in it.

Furthermore, all data stored on the secure server is protected by a firewall, the specification of which has been recognised by the major banks. This is used in combination with SagePay. As soon as your information reaches us, our own security system keeps your data stored safely.

Delivery Services

We believe in simplicity and great service and that's why we use a next working day* courier service on all orders (unless otherwise clearly stated). Orders are processed and despatched on the same day if the item(s) are in stock and the order is received by 15:30. We will never charge you extra if your order is sent in more than one shipment for any reason.

* Next working day delivery is to UK mainland addresses only. Deliveries to non-mainland UK addresses or the Scottish Highlands may take longer and may incur additional charges. We will, of course, seek your approval before proceeding.

Please note: a signature is required for all deliveries.

Deliveries will occur between the hours of 09:00 and 17:30, Monday to Friday. Sorry, we do not currently offer an evening or weekend service.

Delivery Addresses

During the checkout process you are able to easily change both your invoice and delivery addresses. If you are buying as a business be sure to include your business name on the Invoice Address as this will be required to generate a VAT invoice for your records.

Delivery addresses (and invoice addresses) can be saved for use on subsequent orders.

Delivery Charges

All deliveries are FREE!

It's simple to cancel an order with us. We're not going to make you jump through hoops - just give us a call and one of our friendly staff will arrange an immediate refund.

Refunds are normally processed the same day and you will usually see the money back in your account within 3 working days depending on the payment method that you used. For orders placed on an Invoice Account we will endevour to raise a VAT credit note on the same day also.

You can also cancel an order using any of the contact methods on our Contact Us page.

It would help us to speed up your cancellation if you are able include your Order Number if you aren't talking to us directly.

We give you a full 14 days to return any unwanted items to us. To make things as easy as possible you can contact us on any of the methods on our Contact Us page to arrange a return. We will issue you with a Returns Material Authorisation (RMA) Number and provide you with instructions on how to return your goods.

The timescale is extended to 30 days for any faulty goods. Again, please contact us for an RMA number and details for how to return your faulty goods free of charge.

If you are outside of this timescale, the manufacturers warranty should cover you and we will assist you with any claims. Please see our Terms & Conditions for full details.

Refunds are normally processed the same day and you will usually see the money back in your account within 3 working days depending your providers turn around time for the original payment method that you used.

For orders placed on an Invoice Account we will endevour to raise a VAT credit note and email a copy to you on the same day. If we have already received payment from you we will offer you the option of a store credit or a return of the funds recieved.