 
| Frequently Asked Questions1. DO YOU HAVE A SHOP? We are a fully e-commerce retailer so, no, we do not have a shop.Our clothes are available exclusively from our website and we do not supply them via anyone else. 2. CAN I BE SENT A CATALOGUE? We are continually updating the stock every week on our web site and any catalogue would be out of date before it left the printers, so we do not produce a catalogue. Check the website weekly for new stock. 3. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER? Your order should take 7 to 10 working days from the time you place your order to the time you receive it.If there is a delay we will notify you immediately.Our garments are made in our own small factory in Accra, Ghana. Dawn and Helen set up this factory in 1998. By manufacturing ourselves we aim to offer quality and good value to our customers as well as ensuring fair wages, excellent conditions and opportunities for advancement for our staff. 4. HOW DO I KNOW WHEN MY ORDER WILL BE DELIVERED? All orders are sent via DHL Courier Services and as soon as your order has been dispatched we will send you a tracking number and information on how to track your parcel on DHL's own website. DHL make deliveries Monday to Friday and on average it takes 48 hours from the time we dispatch your order to the time you receive it. If a weekend or bank holiday falls in between, delivery will be the next working day. We recommend that you arrange for your delivery address to be one where there will be someone to receive it during working hours. 5. WHAT IS YOUR RETURNS POLICY? If you are not satisfied with your purchase, you simply return the item in its original condition within fourteen (14) days of receipt to the address below: 1647 Ltd Please then e-mail us to advise us whether you would like a refund or a replacement. It is also helpful if you tell us in your email what garments you are returning and your tracking number generated from the delivery service you use to return your parcel. You will find these on the returns slip in your parcel.We request that you also fill in the returns slip and send it back with the items as it helps us to process your returns more quickly.On receipt of the item we will refund the full value of the returned items or exchange the item if preferred.Sale items cannot be refunded but we will be happy to offer you a credit note for the value of the item(s) which you can redeem against a future purchase.We strongly recommend that you send the parcel using a delivery service that insures you for the value of the goods as the item remains your responsibility until we receive it. A new tracking number will be generated by the delivery service you use to return your parcel. Keep this safe and also include it in your e-mail about your return so we can also track it. 6. I AM HAVING PROBLEMS PAYING ONLINE - HELP! It could be that your own security settings are set to a very high level - this is known to block online transactions sometimes. In your browser preferences, go to your security settings and set the level at medium level and then try again. You can always reset your security settings to the higher level again once you have completed your transaction.If you are using a computer on a network at your workplace, there could be a system in place set up by your IT department which is blocking online transactions. If you speak to your IT department they will be able to advise you more specifically.Another thing to check - some lesser known browsers can be problematic with our website. We recommend using Internet Explorer or for Mac users, Safari. 7. I HAVE SEEN AN ITEM I LOVE BUT CANNOT SELECT MY SIZE This means we have run out of that size in that style.We usually have already replaced this with a comparable product. We do not make large quantities but do offer lots of choice. This means that you are unlikely to bump into someone wearing the same thing!We are sorry for any disappointment caused but we are continually adding new stock every week and we hope you will see other items that you like. 8. I HAVE A SPECIAL OCCASION COMING UP AND NEED STYLING ADVICE - CAN YOU HELP? A good idea is to browse our web site with a good friend who knows your tastes and what suits you.If you check the bottom of the page for each of the detailed images you will see that we suggest other garments that go with the one you are looking at.In our notes about the garment we usually say whether the garment is suitable for daywear, workwear, occasion or party wear. We also usually show a close up of the fabric so you can get an idea of its quality and drape.We only recommend other garments if they are a good match in both colour and shape so you can be confident that combining any of the suggested items will work well as an outfit. 9. I LIVE IN THE CHANNEL ISLANDS SO WHY MUST I PAY VAT? 1647 Ltd is a UK registered company so we are obliged to charge you VAT.Our position on this is the same as most UK retailers and is as follows:The Channel Islands is not a part of the EC, and although it is certainly possible for a UK business to ship to the Channel Islands without VAT, it is required that they obtain and keep proof of export so as not to be charged VAT by UK Customs at a later date.This process currently involves significant additional costs, and hence we are unable offer VAT free sales at this time. 10. WHY CAN'T I TALK TO A PERSON ON THE TELEPHONE? We are now fully e-commerce so our preferred way for you to get in touch is by e-mail via the website by selecting Contact Us on our web site. We aim to respond to emails within 5 working days ie Monday to Friday (complex enquiries may take a little longer)When contacting us please include your full name (and order ID number if you have one ) as this will help us to respond to your enquiry more efficiently.We are planning to expand our Frequently asked questions section and information about our website and products.We do assure you that we take a very personal view of our customers and their enquiries but we do find it much more efficient and cost effective to manage enquiries by e-mail. This in turn helps us to keep costs down and continue to give you good value. | |||||||||||||||
