We will always try to fulfil an order however there may be reasons an order cannot be fulfilled and we reserve the right not to accept an order. For an example we may not accept an order for one of the following reasons.
- The product you ordered is unavailable from stock.
- We are unable to obtain authorisation for your payment.
- The identification of a pricing or product description error.
We will inform you as soon as we can if we are unable to fulfil an order. Order acceptance and the completion of the contract between you and us will take place on the dispatch of the products ordered to you unless we have notified you that we do not accept your order or you have cancelled it in accordance with the instructions in Order Cancellation.
You are buying a handmade product made to order in Plymouth that is supporting the British economy. We believe you’re looking forward to receiving your order and thank you for your patience. We hope you don’t cancel your order however you can cancel an order at any time up to the point of dispatch. Contact us by email and we will refund your card and cancel the order. Once the order has been dispatched you can still return the product subject to terms and conditions. See Returns & Shipping Damages below.
Pricing and Description Errors
All product details entered on the site have been entered with due care however there may be errors. Where a description error becomes obvious we will contact you in order to establish if you wish to cancel the order – in which case we will refund payment in full. Where a pricing error occurs, if the price is understated we will dispatch the order and refund the balance. Where the price is overstated we will contact you and determine if you wish to pay the balance or cancel the order. NOTE: Order acceptance occurs at the point of product dispatch – we reserve the right not to fulfil an order where a pricing error has occurred.
Our Security Policy
We at New Plymouth are committed to a secure transaction.
All card transactions are processed by Stripe. All transactions are encrypted and processed across a Secure Socket Layer (SSL), ensuring a secure link between your browser and the server. The familiar padlock becomes visible when you move to our secure area and enter your card details. If you are having problems connecting it may be because you have the security settings at too high a level on your browser. You can try reducing these or, if you feel uncomfortable with this, you can order by email using the contact page.
We at New Plymouth are committed to protecting your privacy.
When you shop with us you will have given us your name, address, phone number and email address, because this is the only way we can process your order.
We will not pass your details on to any 3rd party – this includes your email address!
Payment and Delivery Information
Payment By Credit Card
We accept most major credit and debit cards including Visa, Mastercard, Delta, Switch and Solo.
Your card is debited at the point of order. You are buying a handmade product made to order in Plymouth that is supporting the British economy . We will email you once a week with images from the production process so you have a record of your unique item being produced and also an estimated delivery date.
You are buying a handmade item made to order. Including manufacture and delivery it may take a month to arrive and we will provide an update and images of your product once per week. At all times other than Christmas items are dispatched within 3 working days of completion of your order and should therefore arrive in about 7 days after postage. For next day delivery, gift wrapping or other special requests, please contact us.
Returns and Refunds
At New Plymouth we take pride in our customer service. If you are dissatisfied with your purchase please return it to us along with your order number. Provided it arrives back in its original condition and within 28 days, we will be happy to arrange a replacement or refund of the item. (Let us know which). If you do wish to exchange a product we will send you the item free of any additional charges. Also please clearly state the reason for return – it will help us to ensure our website and quality of products meets our customers’ expectations.