Customer Help and Support
Ways to Order a Print
The best way to place an order is to use the secure on-line shopping system. Customers can also telephone if they have an enquiry about an order or prefer to speak with me directly and place an order this way.
If you require an order for a special occasion, or if your need is urgent, then I recommend that you telephone and discuss your requirements with me. Please note that all orders are accepted on the understanding that when you place your order you have read and agree to the Terms and Conditions of Business.
Confirmation of Order
When you place an order using the on-line shopping system on the website you will be provided with an order acknowledgement, a receipt and an order number on the final screen of the checkout system. A confirmation acknowledgement e-mail is also sent to the address that you supplied during the checkout process. If you do not receive notification from me, before making contact with me please check that you have supplied a correct e-mail address and that any communication from me has not been 'spam filtered'.
Payment must be in UK Pounds Sterling. Goods ordered by credit or debit card are charged through the PayPal Secure Payments Gateway and settled by Pay Pal or the credit card issuing bank from your account in UK Pounds Sterling.
Customers may, if they prefer, telephone an order and supply credit/debit card information. Whilst all information is treated with the strictest confidentiality, this method of ordering can never be as secure as ordering on-line through the website.
Customers paying on-line do so through secure systems powered by PayPal Secure Payments Gateway with additional 'Secured by Visa' or 'Mastercard Secure' identity verification. Your shipping details and credit card information provided in payment for orders placed using the on-line automated system is encrypted before it is passed to the clearing bank for authorisation. All sensitive information remains strictly private and unseen by me or any third parties.
I ship either by Royal Mail First Class Post or Parcelforce Worldwide Express 24 or 48 courier service.
My shipping charges are £5 for 'Print Only' orders and £10 for 'Framed Print' orders to all destinations within the United Kingdom (including the Scottish Highlands).
Framed prints are only shipped to addresses within the UK, and these are despatched directly from my framer by Parcelforce Worldwide Express 24 service.
Production and Shipping Times
The schedules I have given below are average times and may vary over holidays and busy periods such as Bank Holidays, Christmas and New Year. I will keep you informed is there is likely to be any delay that will extend beyond my normal delivery schedule.
The 'Print Only' order production time is normally 1-2 working days.
The 'Framed Print' order production time is normally 5-7 working days
The shipping time is normally 1-2 working days. I use Royal Mail First Class Post for 'Print Only' orders and Parcelforce Worldwide Express 24 for 'Framed Print Orders'.
PRODUCTION AND SHIPPING times should be ADDED together to give you an estimated delivery date for your order from the time it was processed through the website. You will be notified by an 'In Production' e-mail to the address that you have supplied to confirm that your order has been received and is being processed. If you need a print very quickly or for a birthday or special occasion, then I recommend that you telephone and discuss your requirements with me; I will always do my best to complete a very special order if the timescale is realistic.
I always notify customers by e-mail of the despatch of an order giving the service used and an on-line tracking number. If you provided a mobile telephone number when you placed your order then you will also receive a text message from Parcelforce Worldwide confirming shipment. Having received your e-mail, you should then receive your item within the schedule given. If you do not receive your order within this timescale, PLEASE CONTACT ME immediately so that I can trace the whereabouts of the package. Please remember .. the longer you leave making contact, the harder it is to resolve any problem!
All of my products come with a 30 day no-quibble money-back guarantee. Prints are manufactured individually for each customer and they are inspected before shipment to ensure that they are in perfect condition. If you are not satisfied with the merchantable quality of a product, or if it arrives in a damaged condition, then I will replace them or provide a full credit including postal charges upon safe receipt of the returned goods. Any damages must be advised within 5 working days of receipt of your order.
Please note that this guarantee relates to the merchantable quality of the products which are supplied in accordance with the Customer Protection (Distance Selling) Regulations 2000 as amended by the Consumer Contracts Regulations (2014). Customers should also be aware of the separate cancellation and returns policy which is included in the Terms of Business
Cancellation and Returns Policy
(i) My cancellation and returns policy conforms to the requirements set out in the Customer Protection (Distance Selling) Regulations 2000 as amended by the Consumer Contracts Regulations (2014), but is also subject to the exclusions explained in (ii) below.
(ii) My Framed Prints are not 'stock items'; they are manufactured specifically to meet a customer's order. In accordance with the Customer Protection (Distance Selling) Regulations 2000 as amended by the Consumer Contracts Regulations (2014) they do, therefore, qualify for exclusion from the normal rules under the 'Tailor Made and Personalised Goods' clause.
(iii) Customers are perfectly entitled to cancel an order that they place before it has been shipped, however that is not the case once an order has been manufactured and shipped.
(iv) For the reasons explained in para (ii) above, refunds requested for cancelled orders or returned goods for reasons other than defects in manufacture or damage in transit should not therefore be considered as a right. However, in certain circumstances I will consider offering, without prejudice, a goodwill refund of up to 50% (fifty per cent) of the cost of the goods plus the outward shipping, but any such a refund will be made entirely at my discretion.
(v) Any refund, made for whatever reason, will be issued only upon the complete and safe return of the product. However, except in the case where the goods are received faulty or damaged and the customer wishes to return them for a full refund, the arrangements for, and cost of the return shipping, are the responsibility of the customer.
(vi) Because my prints and frames are sold subject to the 'Tailor Made and Personalised Goods' clause within the Distance Selling Regulations I therefore request and strongly advise customers to ensure that they are familiar with product and product specifications before they place an order.
I am totally committed to the protection of your privacy during your visit to my website, and I recognise my responsibility to keep the information that you provide confidential at all times.
'Mountain Images' is a business operated by Ian Evans registered at Tigh nam Beithe, Glendale Park, Invermoriston, Highland, IV63 7AB, Scotland. Any information that you provide to my business for the purpose of placing an order will never be disclosed outside of the business.
What is done with information that is gathered ?
The information that you give is used strictly for the purposes of handling orders, delivering products and services that you have ordered, processing payments, and communicating with you about such orders, products and services. The information you provide is NEVER disclosed to third parties and is never used for mailshots nor any other unwanted or unrequested marketing operation. Any financial information that may be held briefly during the process of order fulfillment is handled with strict security and confidentiality and is responsibly destroyed as soon as it is no longer required.
A cookie is information that a website stores on your computer so that it can remember something about you at a later time. Cookies are commonly used on the Internet and do not harm your system. Cookies used do not include any information that others could read and understand about you, and are used primarily to improve the use of this site and for your own browsing convenience.
The security of my website is given the highest priority.
I operate a fully secure website, confirmed by the padlock icon which appears adjacent to the URL in the browser address bar.
All of the data transmissions from the Mountain Images' website to the online database and shopping cart system is encrypted using Secure Sockets Layer (SSL) encryption. All financial transactions are processed through PayPal Secure Payments Gateway, market leaders in internet payment solutions. I also operate an additional level of security at the website; 3-D Secure is offered to customers who have registered for this service using "Verified by Visa" and "MasterCard Secure Code" protocols.
Terms and Conditions of Business
CLICK HERE to see my full Terms and Conditions of Business