Making a purchase

Our website has been designed to make shopping easy and secure. However, if you would prefer to order over the phone please call our London shop on 020 7602 5757. You can also order in writing or by faxing us on 020 7602 6561.

Our products are arranged in easily identifiable categories. All of these categories can be viewed by pressing the shop button on the left-hand side of the screen. By selecting a category you will then be shown the products it contains. More detailed information is available for every product and, when you have found what you want, you can add to your shopping basket. Please note that the basket does not commit you to anything. You can edit it or empty it at any point. Once you have selected the products you want you then press ‘Proceed to checkout’ and our secure checkout and payment system will then guide you through step by step.

We accept credit card payments which are processed using a secure server - our payment processors are Secure Trading, one of the world’s leading online payment providers. Our system is set up to charge credit and debit cards in Pounds Sterling. Please note that if you are shopping from outside the UK, your card company will convert our Sterling price into your local currency and the amount will appear on your next card statement.

We accept most cards - but not American Express or Diners. You can pay us online or offline using Delta, Electron, JCB, Maestro, Mastercard, Solo, Switch, Visa, Fortoak, Switch (TR) and Visa (TR). In order to progress your order, payment is taken when the order is placed. This ensures stock is allocated to you.

Your statutory rights are not affected.

Overseas purchases. Please note that promotions and sale prices are for UK based customers only. Holloways reserve the right to charge full price to overseas customers.

Delivery information

We aim to get your items to you as soon as possible and ideally within 7 working days of placing your order. We are a small family business and orders are sent out from our shops – we do our best! We offer a huge range of items and, in particular, many options and finishes. Unfortunately this means we cannot keep stock of every combination and, on occasion, this means your order may not be ready for immediate despatch. If this occurs we will contact you with an estimated delivery date. If this is too long we will be only too happy to refund your order. Our delivery charges ONLY apply to UK purchases. We reserve the right to make additional delivery charges for overseas deliveries and remote parts of the UK such as Shetland and the Western Isles. We recommend that all overseas customers call us to discuss their order and delivery charges before placing an order.

IMPORTANT

On receipt of your purchase it is essential that the items are thoroughly checked. Any breakages or missing items must be reported in writing to support@hollowaysofludlow.com within 24 hours. We will help resolve any problems reported after this point but reserve the right to pass on any associated costs.

Radiator Deliveries

All radiator deliveries are booked in advance with the customer. We cannot give a time of delivery and our haulage company will only deliver to kerbside or as near to your front door as possible. We are afraid that hauliers are not insured to carry goods into customers' homes. Please ensure there are some strong helpers available on the day of delivery.

VAT

All of the product prices on this site include VAT at the standard rate of 17.5%.

Credit Card Security

Your credit or debit credit card number will be encrypted when you place your order. The software we are using applies 128 bit encryption before passing your card number over the internet to our payment processor, Secure Trading. Card numbers are only decrypted after they reach Secure Trading's computer system and are no longer on the Internet. Card numbers are not held in clear text on any web site and are not stored by us on any machine connected to the Internet.

Please don't email us your credit card number as part of general correspondence - it's not really safe to do so. If you sent us a card number as part of the Shopping Cart checkout process, you will be undertaking a secure transaction with us.

Returns

We conform with the Distance Selling Regulations and all goods can be returned if they do not meet your requirements. However, the following conditions apply:

- We MUST be informed of your intention to return goods within 7 days of receipt by email (support@hollowaysofludlow.com) or in writing. NOT by phone.

- Returned goods must be received by us within 10 days of receipt of goods. Goods returned outside of these time limits, may in certain circumstances be credited with a credit note. This is at the discretion of Holloways of Ludlow.

- Returned goods must be returned with all parts, packaging, instructions and must be in perfect condition. A refund will not be made unless all of these conditions are met.

- Goods must not be used in any way.

- The customer is responsible for selecting a suitable means of returning the goods to us and must take responsibility for their safe return to us taking out insurance if required.

- Postage to the customer and the return posatge will not be refunded.

- We reserve the right to issue a credit note and/or apply re-stock charges for special order items.

Faulty Goods 

We pride ourselves on the quality of the goods we supply and guarantee to replace or refund any goods that are found to be faulty or not fit for purpose. However, our liability is limited to the value of the purchased goods and we accept no responsibility for ANY costs associated with the supply of faulty goods. 

Guarantee

All of our products are covered by a minimum of a one year guarantee where the items supplied are found to be faulty or not fit for purpose. Many of our items have longer guarantee where the manufacturer offers longer terms.

Privacy Policy

We don't share your details with anyone else…. ever.

We collect information about you when you order, when you ask us for information and if you decide to sign up to our email mailing list. Information is collected lawfully and in accordance with the Data Protection Act 1998. Whenever we email you, you are free to let us know that you don't want any further emails from us - just say, and we'll stop contacting you.

Cookies are used on this website to keep track of the contents of your shopping basket once you have selected an item.

We don't store or capture any other information, other than logging your IP address and session info such as the duration of the visit and the type of browser you used. This is automatically undertaken by our web server and is only used for system administration and to provide statistics which we analyse from time to time to evaluate use of our site. This information doesn't identify you to us as an individual, and we don't track your behaviour on our site and link it to you. We use summary data in house to improve our service to customers, and might share some statistics and summaries, without any elements of personal data attached, with other companies - for instance to persuade them to advertise with us.
Of course, our privacy policy only applies to this website, at www.hollowaysofludlow.com. We have no control or influence over the privacy policies that apply to websites that you can access by following links out of this site.

Glossary of terms - or what we are banging on about above...

Browser: software that locates and displays Web pages. You will probably be using Netscape Navigator or Microsoft Internet Explorer as your browser.

Cookie: a small, text message given to a web browser by a web server. Your browser stores this cookie as a file and will send it back to the web server at appropriate moments. Cookies are used by web servers to identify users and to personalise their visits by customising web pages - for instance, a cookie can be used to deliver a web page which welcomes you by name, every time you visit a the web site that created it and placed it on your machine. Some sites use cookies to store your personal information - your name, e-mail address and interests. Our web site doesn't use cookies in this way.

IP (Internet Protocol) The Internet is, in effect, a giant network that connects computers together. Protocols and technical standards ensure that all the computers connected to the Internet can exchange data and messages successfully.

TCP/IP (Transmission Control Protocol/Internet Protocol) is the main standard that underpins the Internet network.

IP address: your computer will have a unique address assigned to it while it is connected to the Internet. An IP address is numeric, has four sections separated by a full stop and each section can have up to three digits. It is most likely that your computer will have a temporary IP address assigned to it, just for the duration of an online session, and if we really wanted to we could work out which Internet Access service you use to connect to the Internet by examining your IP address.

Web Server: a computer that is connected to the internet 24 hours a day, seven days a week and is used to store the data needed to serve up web pages in response to requests from browser software. When you type www.hollowaysofludlow.com into your browser's address window, you send a request over the internet which reaches our web server and is a request for it to send your browser the home page of our site.

Complaints Procedure

We are consumers too! We respect your rights as a consumer and aim to do everything in our power to ensure that you have an enjoyable experience dealing with us.

If you have any problems or criticisms please feel free to contact call our support line on 020 7603 4523.

We do our best to respond to all complaints as soon as we receive them, and should be able to resolve them within a few days. We'll guarantee to respond to you within five working days and to keep you fully and regularly informed until your complaint is resolved.

We have told our local Trading Standards Office what we are doing and have taken their advice on several issues. In the very unlikely event that you have a dispute or problem with Holloways of Ludlow that you can't resolve, feel free to contact Shrewsbury Trading Standards office. Our business is located 'on their patch'.

Trading Standards,
Shropshire County Council,
The Limes, Belle Vue Road,
Shrewsbury,
Shropshire
SY3 7LQ

Contact: Tel 01743 254105
Email tslao@cix.co.uk
www.tradingstandards.gov.uk/shropshire/

Opening times: Monday, Tuesday and Thursday 9.15 am to 4.30 pm Wednesday 9.15 am to 2.00 pm and Friday 9.15 am to 4.00 pm.