FREQUENTLY ASKED QUESTIONS

Security, Payment and Privacy

Damaged Items

Returns and refunds

Order Cancellation

Shipping

Customs and import duty charges

SECURITY, PAYMENT AND PRIVACY

1. Is the Rave Kit Shop secure?

Yes! All pages and forms on the Rave Kit website are 256bit SSL encrypted. You can check our Comodo security certificate by clicking on the padlock icon in your web browser (usually in the middle of the browser window).

2. How Are Payments Handled?

All of your payment details are handled by PayPal, including credit and debit cards. Your account details (name, email address, mailing address, password) are all encrypted before they are stored on our servers.

3. What is your privacy policy with the details you do store?

Rave Kit will never sell, exchange or otherwise supply your details to any third parties, and we will only ever use your mailing addresses to aid in processing your orders.

We may, from time to time, send you email updates, but these will only ever come from VB Media LTD's brands. If you do not wish to receive these emails, you can opt out and entering your address, or by following the ‘unsubscribe’ links in the emails themselves.

DAMAGED ITEMS

All goods sent out are thoroughly checked before dispatch. If you find goods to be faulty, we would ask you to first contact us for advice [email protected] and then return the goods for inspection. When returning goods please include a note with your name and address along with the reason for return and any requests or comments. Wrap the parcel securely and return to the address below. We suggest using Royal Mail Recorded delivery to send the goods. We cannot accept responsibility for goods lost in transit to us. If a refund is made we shall endeavour to refund within 30 days. Any faulty goods will need to be inspected by the manufacturer before we take any action. If you have any queries or questions please Email us at [email protected]

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RETURNS AND REFUNDS

Before you return anything to us, for ANY reason, please contact us at [email protected] We will deal with your query quickly, but we DO need to know about the problem first. Rave Kit will only refund the cost of you posting returns back to us if we’ve agreed to this before you send them.

You should include a note of your name, order number and a brief explanation of your reason for returning the items. Also – if you are a UK customer – you should ask the Post Office for a ‘proof of postage receipt’. This just proves that you sent the package to us, in case it goes missing on its way back to us. The Post Office will not charge you for this.

Again, please contact us before sending anything back to us, regardless of where you are in the world.

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ORDER CANCELLATION

If you would like to cancel your order, please contact us at [email protected] as soon as you can. We do process orders within 1-2 days after the order is made (subject to weekends and public holidays), so please contact us as close to making your order as possible or your item(s) may have already been dispatched.

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SHIPPING

Our offices are open Monday to Friday 9.00am to 5.00pm UK time, so if you complete your order after midday on Friday, or on a weekend or Bank Holiday, your order will be processed by us on the following Monday.

Please contact us if you have any special requests at [email protected]

1. How long will it take for my parcel to arrive?

We dispatch all orders within 24 hours Monday-Friday.

U.K: 1-3 Working Days

We quote three working days for orders dispatched to the UK. Should you not be at home when a delivery is attempted, your postman should leave an attempted delivery slip and your package will be returned to your local post office awaiting collection. If you do not collect your parcel it will be returned to us, we will then contact you before re-shipping your item. We will charge a postage fee to re-send items which have been returned to us. If you have any questions or querys about the shipping of an order then please contact us at [email protected]

If you have any special requirements for delivery then please contact us prior to making your order.

International: 5–14 Days

International items usually arrive in 5-14 days, but it can take up to 35 days to some destinations. You can contact us any time regarding your order but we request you wait 25 days for EU countries and 35 days for non-EU countries before action will be taken.

2. How much does shipping cost?

Standard: £3.99

Next day: £5.99

FREE over £30

3. Which Postal Service Do We Use?

UK: Most items are dispatched 1st class Royal Mail unless specified at time of order. Large/Heavy items are dispatched by Parcel Force which are traceable and usually arrive within 2 working days. If we use this service you will receive a tracking number. It is the buyers responsibility to make sure someone is home to receive and sign for orders.

International: International items (outside of the UK) are sent via Royal Mail as standard parcels. We send items using 'International Signed For ' service for some areas including Russia & Brazil. For larger orders to some countries including Australia, USA & Canada we can use FEDEX.


3. What happens if my order doesn’t turn up?

If you are concerned that your order hasn’t arrived, the first thing to do is to contact us at [email protected] and make sure your order was completed successfully and has been posted to you.

We consider an item ‘lost’ if it has not been delivered 28 days after the posting date. The reason we must wait 28 days is because this is the length of time Royal Mail waits before they accept a package is ‘lost’, so we must also wait before we can claim compensation from them.

In the extremely unlikely event that your package still has not arrived after 28 days, we will either provide you with a replacement order or a full refund, depending on your preference. Please email us at [email protected] with your order number in the subject field to resolve any missing orders.

Please note if you fail to make us aware of an unsuccessful delivery within 3 months of your dispatch date, we may not be able to fulfil your order.

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CUSTOMS AND IMPORT SUTY CHARGES

Please note that residents of some countries may have to pay customs or import duty charges on their order. Because these charges are levied by your government and are specific to your country, we cannot tell you how much (if anything) this will be. You are responsible for any customs or import duty charges you may incur. If you choose not to pay these charges, your package will not be released by customs and may be destroyed. In this event, we will be unable to offer you a refund. UK and EU residents will not have to pay any customs or import duties.

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