SHOP ASSISTANCE
We care passionately about customer service and will do everything we can to ensure that
you enjoy an exceptional shopping experience with us.
If you need any assistance using our site, or if you have any questions or concerns,
we're here to help. We'd also love to here any suggestions too!
We've listed below answers to your most frequently asked questions.
If none of these answer your query... please get in touch!
GENERAL QUESTIONS
How do I contact you?
What are your charges for postage and packing?
Do you accept orders from overseas customers?
How can I pay?
If paying by debit or credit card, can I be sure that the system is secure?
I want to pay by cheque or postal order - where can I obtain an order form?
When will my order arrive?
My order hasn’t arrived – what should I do?
How do I return an item to you?
What if an item is faulty?
Are the products I buy insured if they are lost or damaged in the post?
Can I have a delivery address that differs from the invoice address?
I am purchasing an item as a gift, will you gift wrap it for me?
I am ordering from overseas. Will I have to pay any Customs Duty or taxes?
Can I choose not to have any direct marketing sent to me?
Can I be assured that my details won't be passed on to anyone else?
Q How do I contact you?
A: To contact us you can:
Call our helpline on 0800 077 8270 or +44 1709 541951 from overseas
Email us at info@danielfield.com
Write to KFV Cosmetics Limited, PO Box 591, Rotherham, S66 3WX.
Our helpline is open from 10am to 4pm Mon - Fri.
we will endeavour to respond to queries within 48 hoursBack to top
Q: What are your charges for postage and packing?
A; Postage and packing is free for items dispatched to a UK address.
We charge £0.75 per delivery within the EU outside the UK (one price per package)
and £1.50 for all other countries outside the EU.
In the UK, goods are dispatched Royal Mail Registered Post.Back to top
Q: Do you accept orders from overseas customers?
A; Yes, we welcome orders from overseas customers. All prices shown on our web site are inclusive
of UK VAT at 17.5%. If you are ordering from outside the UK, we advise you to check exchange rates
with your bank. You will be charged in pounds sterling and the amount you are charged in other
currencies will depend on the exchange rate which your bank uses.Back to top
Q: How can I pay?
A: We acceptmost major credit cards and debit cards Visa, Visa Delta (debit card), Mastercard, Maestro,
Electron and Solo in British pounds.
Please note that if you are paying in another currency, the exact price you pay will depend
on the exchange rate set by your card provider.
We can take orders online, by telephone or by post. UK customers can also pay by cheque or postal order,
made payable to KFV Cosmetics Ltd. Please write your full address on the reverse of the cheque and
please send postal orders by recorded delivery. Where goods are paid for by cheque, the goods will
not be dispatched until the cheque has cleared. Back to top
Q: If paying by debit or credit card, can I be sure that the system is secure?
A: All credit card payments are processed by the market leading secure payment system, Worldpay.
At checkout you are transferred via a secure server to Worldpay ePayments, a 128bit SSL encrypted
secure page where you complete your order by providing your credit card details. Your browser
encrypts the information that you type and theWorldpay server decodes it. Systems which
encrypt potentially sensitive information by Secure Sockets Layer (SSL) technology provide
the best possible protection on the internet. You can identify that you are on a secure site
when the padlock appears at the bottom of the screen.
All card details are encrypted using 128-bit encryption; they are not held in clear text on any
Website. When you choose to pay online, your card details will not be available to
KFV Cosmetics staff we do not have access to them at any time. Your card and address details
are security checked and verified with the relevant card issuer and your payment is pre-authorised.
You will receive a message in your internet browser window to tell you that payment has been
authorised, and we will receive confirmation from the payment provider.
However, if you would prefer not to send your credit or debit card details over the internet,
you are still able to choose the goods you wish to purchase using our shopping cart facility.
At checkout you simply choose your preferred payment option, payment by credit card online,
cheque/Postal order or telephone ordering. We would be delighted to take payment for your
order by telephone. Monday to Friday, 10am to 4pm on: 0800 077 8270 (+44 (0) 1709 541951
if calling from outside UK).Back to top
Q; I would prefer to pay by cheque or postal order - where can I obtain an order form?
A: A downloadable order form is available on our shopping page. You can also telephone us
or write to KFV Cosmetics Ltd, PO box 591, Rotherham S66 3WX and we will post one to you. Back to top
Q: When will my order arrive?
A: Orders are dispatched once your debit or credit card payment has been processed or in the case
of cheque payments after the cheque has cleared.
Within the UK, orders weighing up to a Kilo are dispatched using First Class Royal Mail Registered Post
These are normally delivered within 48 hours of dispatch.
Heavier orders are dispatched using Business Post Home Delivery service. You may select your preferred
delivery date at the checkout.
Both delivery methods will require a signature on receipt.
International orders weighing up to a Kilo are dispatched by Royal Mailwith a certificate of posting.
We can add International Signed For if you would prefer, you can select this option at the checkout.
Heavier international orders will be dispatched via FEDEX.
Once the goods have been dispatched we will send you an email to let you know its on its way.
The email will include a tracking number so if you can check its progress .
If your product is not in stock, you will always be emailed with the option to cancel your order
if you would rather not wait for the stock to be replenished.
Please note that delays in payment processing or product availability may occasionally
affect delivery times. If your order looks likely to be delayed, we will email or telephone
you as soon as we can and you will have the option to cancel your order if the
delay is unacceptable to you.Back to top
Q: My order hasn’t arrived – what should I do?
A: In the unlikely event that your order does not arrive within 7 days of despatch,
please call us on 0800 077 8270 or email info@danielfield.com.Back to top
Q: How do I return an item to you?
A: In the unlikely event that you are not happy with part or all of your order, please return
it to KFV Cosmetics Limited, PO Box 591, Rotherham, S66 3WX. We will refund you within
30 days of our receipt of your returned order.
The goods must be in their original packaging, with any labels and tags intact and any
accessories or incentives/gifts that were included with the goods should also be returned.
You must take reasonable care to ensure the goods are not damaged in the meantime or in transit.
Goods which have been used, opened or are not otherwise in their original condition
are not eligible for cancellation or a refund. Back to top
Q: What if an item is faulty ?
A: All goods supplied by KFV Cosmetics Limited are warranted free from defects. If you find
an item is faulty within 30 days, please call our helpline on 01709 541951, e-mail us at
info@danielfield.com, or write to KFV Cosmetics Limited, PO Box 591, Rotherham, S66 3WX.
Please supply details of the goods you ordered, your order reference and the batch number
when you contact us. This warranty does not affect your statutory rights as a consumer. Back to top
Q: Are the products I buy insured if they are lost or damaged in the post?
A: Yes, if items are lost in the post they are insured, which is why you are required to sign for your
parcel when it arrives.You should inspect the Goods when you receive them for damage or defects.
In the event that your order is incorrectly shipped or found to be damaged or defective,
please contact us within 2 working days of receipt of Goods. The Goods should be promptly
returned to us including the original invoice and packaging.
We will then offer you a full refund or replacement including postage. We will not accept
any responsibility for loss or damage to Goods returned until they are received
at our address (Returns Dept. KFV Cosmetics ltd PO Box 591 Rotherham S66 3WX).
We strongly recommend that returns are sent by 'insured registered delivery' and
the original proof of posting is kept.Back to top
Q: Can I have a delivery address that differs from the invoice address?
A: Yes of course! Please supply the full delivery address including the full postal code
(PO Box addresses are not acceptable for delivery) and a contact telephone numberBack to top
at the checkout.
Q: I am purchasing an item as a gift, will you gift wrap it for me?
A: Yes of course! Please contact us on 0800 077 8270 for more details.Back to top
Q: I am ordering from overseas. Will I have to pay any Customs Duty or taxes?
A: If you reside wihtin the EU, any duty due on the goods we sell has already been accounted for.
Outside the EU certain import taxes or duties may levied by authorities in the destination country.
If you have any queries regarding duty on imports we suggest you contact your local customs office.
Back to top
Q: Can I choose not to have any direct marketing sent to me?
A: You will receive promotional information from us unless you opt out by ticking the appropriate box
during the registration process, or subscribe to our newsletter via our homepage.
You can unsubscribe from our contact list at any time either by replying to a promotional e-mail
with the word "unsubscribe" in the subject line, by e-mailing us at info@danielfield.com
or by telephoning us on +44 (0)1709 541951.
For more information see the Privacy Policy section of our Terms & Conditions. Back to top
Q: Can I be assured that my details won't be passed on to anyone else?
A: We use industry standard security to safeguard the confidentiality and storage of your personally
identifiable information in accordance with current UK Data Protection legislation and guidelines.
We never pass, disclose or sell our customers' personal details to any marketing lists.
For more information see the Privacy Policy section of our Terms & Conditions. Back to top
