FAQ

TERMS & CONDITIONS

WHO ARE WE?

Masonic Design Company Limited

Registered Office: Unit 77, The Maltings,

Stanstead Abbotts, Herts, SG12 8HG

Registered in England & Wales No: 681502

Telephone: 01279 723141

karenharris@masonicdesign.co.uk 

Conditions of Use

Card Payments

All major credit and debit cards are accepted and processed through the secure systems provided by PayPal and they are fully integrated within our checkout processes.

Cheque or BACS also accepted

Trading Policy

It is our intention to deal with all our customers promptly, efficiently and fairly at all times.  However, occasional problems will arise

Stock Availability & Prices

Prices are as set out on the website. We reserve the right to alter prices at any time.
Products which are imported from other parts of the world may be subject to erratic supply and we may ask for your patience.  Prices are subject to change at times due to fluctuations in exchange rates and suppliers’ price increases and reductions however, we make every effort to keep these changes to a minimum.  We will do our best to inform you of any delays.

If you prefer to order by telephone, we can deal with your call personally during office hours. 

Our telephone number is 01279 723141

Privacy Policy

Here at Masonic Design Company Limited we take your privacy very seriously and will only use the personal information you supply to us to provide the products and services you have requested from us.  Should we ask you to provide certain information by which you can be identified when using this website, you can rest assured that it will only be used in accordance with this privacy statement, and used only to process your order, keep you informed of its progress and deliver it to you safely.

What we collect

When you place an order with us, we will collect the following information in order to record, process and deliver that order.

  1. Your full name, and company name, if a business or organisation.

  2. Your billing address and delivery address, if different.

  3. Your email address & telephone numbers.

What we do with the information we collect

The information we collect is used as follows:

  1. Your order details are kept for internal record keeping

  2. Your email address will be used to send you an order confirmation, a dispatch notification, to advise of any issues sending your order, and any delivery details.

  3. Your telephone number will only be used if we need to contact you about your order

  4. Your payment details are input directly to the servers of              Paypal and no credit/debit card details are passed to us or        stored by us. Cheques and BACS payments are processed          accordingly and no details stored.

Who we share the information with

We do not sell, distribute or lease your personal information to third parties unless we have your consent to do so. We may share the personal information you provide for the following reasons:

Your payment details are shared directly with our payment processing partners for the purpose of taking payment for your order. We do not store any of these details.

Controlling your personal information

Once you have input your personal data into our secure website, we will only hold the data for as long as is required for legal and financial purposes, after which time it will be permanently deleted from our records.

Delivery, Postage & Packing Policy

Orders are normally despatched within 30 days of confirmation of order and receipt of payment.  Postage & Packing is £3.95 per delivery on orders up to £149.99, with free delivery on orders over £150.  Deliveries are made via Royal Mail 1st Class Post, with additional charges for Special delivery based on weight of order.  Handling of orders can take a little longer than usual in exceptional busy periods.  We will of course advise you if there is likely to be any delay.  International orders are also based on weight and destination.
Non-Receipt

Whilst we do try to despatch orders promptly, please allow 28 days before enquiring, in case the item which you have ordered is temporarily out of stock.  In the event of any item you have ordered and paid for becoming unavailable from our suppliers, we will grant a full credit, which can be used against further purchases or is readily refundable on request.

Returns Policy

To minimise any errors occurring we like to ensure confirmation of all design proofs before production.  Our aim is to deal with any problems you may have fairly and efficiently - we will do this by monitoring all complaints. If you feel you have a problem then please contact us immediately. You will be informed within 3 working days of our reply to your complaint. We will explain what actions we intend to take to resolve your complaint.

Damages

We take great care to ensure our parcels are packed so that your items arrive in perfect condition, however sometimes damage does occur in transit. In this instance, please email us immediately, with your order number and full details of the damaged item with photos if possible. Please do not dispose of the item and packaging until we have dealt fully with your enquiry as it may be needed. 

We are completely dedicated to total customer satisfaction and we understand we have to provide an exceptional level of service and support for our products, to maintain and develop our customer base. If you have any questions regarding our service or suggestions for improving it or our products please contact us.

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