Frequently Asked Questions

Welcome to the GlitterGoth FAQ. We make every effort to ensure that our customers' questions are answered swiftly and easily. However, if you have a query that we do not address in this document, then please contact GlitterGoth, and we will reply promptly to make your shopping experience as smooth as possible.

Finding The Alchemy Gothic Item You Desire

  • Q. You do not have the item I want listed on the site. Is there any way you can get it for me?
    A. Absolutely. If you contact our sales team, we would be delighted to place the item you desire in our next order to Alchemy Gothic. We can guarantee a great price and there is no obligation to purchase if you change your mind. We will notify you when we have the item in stock.
     
  • Q. I want to purchase a special order item. What should I do?
    A. To purchase a special order item, please add it to your shopping cart and proceed through checkout. We will then order the product from the manufacturer and inform you of how long it should take us to dispatch the item. This is normally fifteen to twenty-eight working days. You can cancel your order and receive a full refund at any time if you feel it is taking too long.
     
  • Q. How long does it take to dispatch an order?
    A. As long as the item is listed “in-stock” we can dispatch within 48 hours.. Special order and out of stock items may take up to 28 days to be dispatched, as they are with the manufacturer rather than in our warehouse, and this can result in delays.
     
  • Q. Do you notify me once my order has been dispatched?
    A. Yes. GlitterGoth is committed to keeping the customer informed of the status of their order. You will be informed the same day your item is dispatched.
     
  • Q. I want to send someone a gift. Is there any way to keep the receipt so that they do not know how much I paid?
    A. If you are shipping to a recipient within the UK, we can send the receipt directly to you and leave it out of the parcel. Simply add your address in the billing section, and the recipient's address in the shipping section. However, if the intended recipient is outside of the UK, we would need to include the receipt in a sealed gift receipt envelope within the parcel, in case of a customs inspection at a given nation's border.

Payment

  • Q. Is payment secure?
    A. Yes. We use the paypal integrated payment system to offer you a secure shopping experience. Only paypal is privy to any of your financial details, making sure that your personal information is utterly secure.
     
  • Q. Do your prices include VAT?
    A. Due to the British law, GlitterGoth is not currently required to charge VAT to its customers. Instead, we pay VAT to our supplier. This means that the prices shown on-site include all relevant taxes except for import duty, which may be payable by our international customers at their border. We do not offer VAT excluded prices at this time.
     
  • Q.What payment methods do you accept?
    A. We accept payment via cheque (UK customers only) or via debit/credit card through the paypal system. This allows us to maintain thorough security of your financial details.
  • Q. Do you accept instant cash transfers as a payment method?
    A. We accept international bank transfers on orders valued at over £300. Once this total has been reached, the option will display during checkout.
  • Q. Can you take debit/credit card payments over the phone?
    A. Unfortunately we do not have the systems in place to guarantee the security of your debit/credit card details. As such we do not currently take debit/credit card payments over the phone. Please make your purchase through Paypal's secure system.
     
  • Q. I don't have a paypal account. Can I still pay by debit card?
    A. Yes. When you proceed to the paypal screen, it will look similar to one of the images below. Simply click the relevant link (either continue, as shown in the first image, or "pay by card" as show in the second) to pay by credit or debit card. No paypal account is necessary.

     

Shipping

  • Q. Do you ship to my country?
    A. We ship to almost every nation in the world. The only exceptions are those currently considered war-torn, where efforts to deliver present a risk of death to the courier. If you have any doubt about whether or not we ship to your county, please contact our sales team for more information.
     
  • Q. How do I qualify for free shipping?
    A. All orders with a sub-total over £15 are eligible for free shipping within the UK. International orders weighing up to 1KG and worth over £45 also qualify for free shipping. Simply select the free shipping option during checkout to take advantage of this offer. We make sure the weight of your order is listed in the "View Cart" option, as well as elsewhere on site.
     
  • Q. Why does my order not qualify for free shipping?
    A. If you are shipping the order to the UK and the order is less than £15, you will not qualify for free shipping. If you are shipping the order to international addresses and the order is less than £45, or weighs more than 1kg in total, you will not qualify for free shipping.
     
  • Q. My International order weighs more than 1KG. How much is shipping?
    A. Our full tarrifs are available on the Shipping Information page.
     
  • Q. Which items are heavy enough to go over the 1Kg free shipping limit?
    A. Items likely to make your parcel heavier than 1Kg are: walking canes, the larger bags and accesssories, glassware and the larger decor items, such as clocks.
     
  • Q. Who do you use to deliver my orders, and how long does delivery take?
    A. We use Royal Mail as our carrier, and ship by First Class, First Class Recorded, First Class Airmail, Airsure or International Signed For where appropriate and available. Packages throughout the UK normally arrive within 1 to 2 working days. However, please allow up to 15 working days during bad weather or busy times of year. International customers normally receive their items within 4 to 5 working days, but should allow 28 days for delivery.  
     
  • Q. I need an item quickly, what should I do?
    A. For UK customers, the option for next day delivery is available on checkout. Sadly, this does incur an additional cost. However, as long as you order before 4 p.m., your item should arrive with you before 1 p.m. the following day (Saturdays excluded).
     
  • Q. My item never arrived. What should I do?
    A. Contact our sales team for assistance. We will be happy to ship a replacement or offer a refund if you desire.

Customs and Duty

  • Q. Do I have to pay customs duty on my items?
    A. Countries inside the European Union do not have to pay duty on their purchases. All other nations may subject your order to a customs inspection, and may charge you tax on your purchase.
     
  • Q. Will you falsify information on the customs declaration so I do not have to pay tax?
    A. Sadly, GlitterGoth cannot falsify information on a customs declaration without facing legal repercussions. The value that the customer pays in pounds sterling will be displayed on the customs form, including the cost of shipping (where appropriate).

If you have any questions not answered above, or you would like more information on our site, then please contact GlitterGoth with your enquiry.

Returns and Refunds

  • Q. I have received my item, and I do not want it. What should I do?
    A. Please contact our sales team and let us know of your decision. We will issue a refund as soon as we receive the item in return. Please note that customers are responsible for the return postage to GlitterGoth in cases where the item is not faulty, but simply not what they desired.
  • Q. I have received my item, and it is faulty. What should I do?
    A. Please contact our sales team and let us know. We will either issue a refund or send a replacement, depending on what you desire.

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