Terms and Conditions


About Us

Customer Information:
Every effort has been made to make viewing, using and shopping on this site as simple and trouble free as possible. If however you are experiencing difficulties with any part of the shopping process or require any additional information, please do not hesitate to contact us. Our contact details are all available in the "contact us" section of the site or you can use the links below to send us an E-Mail.

You can E-Mail us with
General queries: info@samueljohnston.co.uk
Complaints/problems: customer-services@samueljohnston.co.uk

Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. If you have a discount card or coupon, enter the code in the checkout to receive the discount, this saving will appear on the receipt.
This will show the current number of items in the shopping basket and their total cost.
We accept Visa, Mastercard, Maestro and Switch. Sorry but we do not accept Laser or American Express cards.

IMPORTANT: We cannot ship or post any goods to any location other than the address the paying credit card or debit card has been registered to. This is to help us prevent ourselves and our customers from falling victim to card fraud.

When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the new price is acceptable.

Our site does indicate whether items are in stock or not, and this is updated regularly, however if multiple sales occur before the site has had a chance to update its stock levels there is the possibility that you may be shown incorrectly that an item is in stock when it is not. In any event this is not a problem as we will recieve your order as normal and contact you via email or (if that is not possible) telephone to inform you at the soonest opportunity (no later than the next working day). No money is deducted from your account whatsoever untill your goods are in stock picked and ready for dispatch. This way you have the choice of whether to wait for the item to return to stock or cancel the order with no questions asked.

Pre-Ordering:
We will always endeavour to help our customers by allowing them to pre-order goods which are expected in stock soon to ensure that they receive their goods first and without delay. In the case of Pre-Ordered goods the customer will be required to pay a non refundable deposit of 25% of the total price in advance when placing the order. The remaining balance of the order will then be taken just before the goods are ready to dispatch. Preference will always be given to customers with Pre-Ordered goods when dispatching and in the unlikely event that stock shortages arise.
The price the customer purchases the system at is the final ammount they will pay, customers will not pay less if the goods are put on sale after they have purchased them before they are shipped, and likewise they will not be expected to pay more for goods that are ordered at a sale price which is then returned to non-sale price.
Customers can request to be updated as often as they like on the impending delivery date of Pre-Ordered goods, and we will always notify customers as soon as pre ordered goods arrive in stock.

IMPORTANT:
You MUST check your order upon recepit of delivery to ensure all items ordered have been received in correct colours, quantities and condition. We will only accept errors in picking within seven days of receipt of the goods. For this reason it is imperative that all orders are checked when they arrive, as mistakes cannot be rectified after 7 days of receipt of goods. Also claims for goods damaged in transit must be brought to our attention within 7 days of receipt of them. We will not consider claims for damaged goods not reported within this time.

Shipping And Handling:
Customers must make appropriate arrangements to be present to receive the goods they have ordered. We will provide tracking details where goods have been sent via courier which will provide a rough estimate of epected delivery date/time. Customers must make every effort to be present to receive these goods as items non-delivered will be returned to us at our cost. Should this happen the customer will be liable to pay these return carriage charges, and additionally the carriages charges incurred by Samuel Johnston Ltd for sending the items out for a second time to be delivered to the customer.
Our couriers should show all necessary care during transit and handling, however we recommend that all customers inspect the items they receive and sign for any damaged boxes or items as damaged with the delivery driver. If no damage is evident please sign for all received items as "unchecked". This facilitates the processing of claims where necessary.

International Shipping:
Customers buying from outside the EU may have different tax legislation to adhere to. Samuel Johnston Ltd does not charge VAT (tax) to any orders outside the EU so customers may be liable to pay import tax on any items they purchase at their countries natural rate for that product. Not all items being exported to may be stopped by import customs and charged import tax, but this could happen so please allow for this eventuality at the tax rate your country charges these items.
It is not our duty or responsibility to arrange the tax application on any products purchased from outside the UK or EU.

Delivery Schedule:
Providing the goods you have selected are in stock at the time of purchase we aim to process your order and pick and despatch the goods in well under 5 working days. If there is a problem with the stock levels of any item you have purchased you will be contacted and kept informed by a member of our staff.
All goods (unless specified otherwise) will be delivered using 48 hour courier delivery. Smaller items will be sent using regular mail service to reduce shipping costs and delivery times to you.

Back Orders
If, at point of sale, an item (or items) which you have purchased is not in stock or (cannot be brought into stock) you will be contacted by E-Mail by a member of our staff. This will be to inform you of the expected time to restock and to give you the option to wait, cancel or change your order as you see necessary.
You can of course leave the item on back order with us and they will be despatched at the soonest opportunity.
No charge of any kind will be made to your card until the goods are actually in stock, picked, packed and ready for despatch.
Tax Charges All baby goods on this site are subject to the correct VAT rates (these will be shown in more detail on the invoice/receipt). VAT rates for baby/nursery goods are, depending on the type of product and the combination in which they are purchased, applied at standard 20.0%, reduced 5% and zero 0% rates as appropriate for each product or component of product.
 
Credit Card Security All transactions carried out on this site are perfectly secure. The site uses industry standard SSL (Secure Socket Layer) protocols to ensure that all information sent is kept strictly secure and private.  Samuel Johnston Ltd are full PCI certified for guaranteed peace of mind for all our customers.

Site Security:
This site does utilise "cookies" however this is solely for the purpose of tracking the contents of your online shopping cart. You can disable the cookies from running however this will also disable the shopping cart too. We suggest that cookies are not blocked on this site as no information is gathered about you except for that which is absolutely necessary to allow the provision and delivery of your goods and ability to contact you should the need arise.
Guarantee
Warranty:
Samuel Johnston Ltd offers a seven day, no quibble, guarantee. You may return your goods at any time within seven days of receiving them for a full refund, providing a letter stating the reason has been attached to the outside of the box on return. This is in accordance with the Long Distance Sale of Goods and Services Act.
Unless specified otherwise all products will be supplied with a full manufacturers warranty (usually this is six months but may vary depending on the particular product / manufacturer).

Returning Faulty/Damaged Items:
If a product deveolps a problem within its warranty period we can repair or replace it (at the discretion of our service department) see information on product returns (Returns Policy).
If an item displays a fault we can uplift this item using our own courier or you can post it back to us yourself.
Initially all carriage costs will be chargeable to the customer untill the nature of the problem is determined upon inspection by the Service Manager. You must provide a proof of purchase with all items returning for inspection / repair / replacement. This can be either a copy or original of the paper invoice sent to you witht the goods, a printout of the original payment taken e-mail as sent automatically by our system or credit card statement but must have the original order number visible so we can validate that the items were purchased from us.

Once returned to either our own premises or the manufacturer/distributor of the brand the items will immediately be inspected by the Service Manager. Both Samuel Johnston ltd and our customer agree to abide by the ruling of the Service Manager in respect to whether the fault/damage has been caused by manufacturing defect or customer damage/misuse.
If the item is deemed to be a manufacturing fault then the item(s) will be repaired or replaced at the discretion of the Service Manager. In this instance all shipping or postage costs, incurred in the repair process, will be refunded. In this instance the customer will not be notified and the repaired/replaced items will be immediately dispatched back to them with all haste.
If the item(s) problem(s) is/are deemed to be due to customer misuse or damage (either willful, accidental, due to carelessness or through improper care and maintenance) then the postage costs incurred will not be refunded and the customer will be fully responsible for them. The carriage charges are £25 per box incoming to us and £10 per box returning to customer, unless the customer has sent the items back to us at their own expense (not using our returns labels, which will be chargeable at the above rate) in which case only the outbound (returning to customer) carriage charges will be charged. In this instance the cost of the items to be repaired or replaced will also be chargable to the customer. The customer may request that the goods are returned without repair or replacement and in this instance only the carriage charges incurred by ourselves will be charged to the customer.

We strongly recommend that any items being returned are sent recorded delivery, so that a signature is obtained and as a result we have a proof that the item was indeed received into our possession. Proof of posting does not constitute proof of delivery, and we cannot credit, exchange or repair items we have not received. As detailed above the cost of recorded deliver for obtaining a signature will be refunded if the item exhibits a manufacturing fault or was delivered in error.
CUSTOMERS ARE ADVISED NOT TO SEND GOODS BACK THROUGH SPECIAL DELIVERY OR OTHER EXPENSIVE PREMIUM POSTAL SERVICE AS WE WILL NOT REFUND THIS COST.

Privacy Policy
Samuel Johnston Ltd does not share this information with ANY third parties for ANY reason (except our courier company and then only the details relevant to the delivery of the goods to you, as mentioned above.) This is in accordance with the Data Protection Act 1998.
Returns Labels:
We can happily arrange collection of damaged/faulty goods to be returned for inspection using our current courier company. Labels will be sent to the customer to facilitate a quick and efficient return of goods for repair/replacement pending inspection and Service Manager ruling. Use of these labels to return the items indicates the customers acceptance of our terms and conditions.  All customers returning goods for repair inside or outside warranty will be required to pay the carraige and labour charges in advance of labels being sent out.  If work is covered by the manufacturers warranty then these charges will be refunded in full.

Returns Policy 
Our full returns policy can be found here:
http://www.samueljohnston.com/Information.aspx?TranslationLargeID=4 

Credits and Refunds:
All credits and/or refunds will be made to the original card used to purchase the goods and will be made in no more than 28 days of the refund being authorised.
CUSTOMERS ARE ADVISED NOT TO SEND GOODS BACK THROUGH SPECIAL DELIVERY OR OTHER EXPENSIVE PREMIUM POSTAL SERVICE AS WE WILL NOT REFUND THIS COST.