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| Frequently Asked Questions |
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Q: I want to pay by Credit or Debit card but need to ensure that my details are secure, what measures have ScrimCity taken to keep my credit card details secure ?
A: You are right to be concerned about how we handle your credit card details ...We accept most major credit and debit cards including Switch, Solo, Delta, Visa, MasterCard and JCB. We have been taking card payments online for over 6 years now. Your details are processed on a secure site (https://) using one of the largest and longest established PSP SecureTrading (click here for more details about SecureTrading and how they securely process your credit card details) and  Barclays Merchant Services. The authorisation takes place in real time 24 hours a
day.
Q: I have been sent a discount coupon but cannot see where to enter it?
A: Good for you! The coupon is entered in a box at the payment stage during checkout. However, you have to meet the conditions for it to work.
EG If It is a coupon for a free gift when an order is placed over a certain amount, you will have to order above that amount (Before vat) and you also have to have added the free product to your basket.
eg Free Moondust (worth £9.99+vat) with every order over £150 net. You unique code is xxxxx
add product "Moon dust" to you basket at £9.99+vat
Make sure your net order (before vat) is over £150
Proceed to check out, in the "redeem coupon box" enter your unique code xxxxx
£9.99 will be taken off your order so the "Moon dust" will be free
Note that some coupons are time sensitive, or can only be used once, or can only be used by one customer.
Q: How do I write a review?
A: Log on to your account
Select the product in the left menu (or do a search for it)
When viewed a button will appear for you to write your review (only if logged on)
Reviews help our customers choose the product right for them, we also forward reviews from this site to the manufactures so they receive customer feedback therefore your opinion could help (and indeed has helped) future development. With this in mind if you have a low opinion of a product purchased please be constructive and compare (if possible) to a similar product that has the needed improvements.
Q: How much is your shipping charge?
A: Full details of our shipping charges, courier cut off times and tracking of your order is found on our shipping page (see Information Box Shipping/Tracking)
FREE shipping on ALL orders when delivered by our vans to local businesses in the following postcodes BA11,BA12,BA13,BA14,BA15,BA1,BA2,SN10,SN12,SN14,SP1,SP2.
Our shipping charge to UK Mainland, Scottish Highlands and Northern Ireland is FREE on orders over £80+vat and start from just £4.95+vat on orders under this value. We are happy to be able to continue to provide the same low shipping rates for our valued customers in Northern Ireland and the Highlands.
Shipping to the Channel Islands and Eire is at cost on application.
Q: I cant find an item on your site that I use to order, have you stopped selling it?
A: Not usually! Unlike some vendors, we update our website daily and have found it best to remove items that are out of stock even if just for a couple of days. However we order from companies such as Unger three times a week so usually the item will re-appear within a day or too. Please email sales@scrimcity.co.uk to enquire about any item as we will be happy to advise.
Q: I have changed my email address, how do I change it in my account?
A: Log into your account using your OLD email address (even if this is no longer valid) :: Once logged in: Click on the account button at the top right or click account on the top blue bar. :: Edit your details. :: Now log out of your account (on the top blue bar) 5.Your NEW email address will now be your new log in address still using your old password. Please note: If any orders are placed before you do this then all updated for that order will be sent to the OLD email address even if you update it right after. Therefore UPDATE, LOG OFF AND BACK IN USING THE NEW EMAIL ADDRESS BEFORE YOU ORDER.
Q: I have forgotton my password, can i get another one?
A: Yes. Click Log On :: Select Password Forgotten? (just under password box) :: you will be emailed a new password that you can use to log onto your account and then change this generated password by editing your account to a more memorable one. Please ensure that you do not have spam blockers that could block this computer generated email and check in you junk email too. AOL USERS : AOL are blocking all of these computer generated emails, it not just from ScrimCity but all companies using this shopping cart system numbering into the thousands. AOL refuse to budge on this. We are currently looking into a work around on this. Please email sales@scrimcity.co.uk if you need help
And our most frequently asked question ...
Q: Hello is that ScrimCity Yes .. do you sell Scrim?
A: Yes :)
FAQ is currently being updated - please direct all questions via email to sales@scrimcity.co.uk or by using LIVE HELP - in UK office hours
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