FAQ Frequently Asked Questions

Questions

Dispatch and Delivery
Returns and Refunds
Ordering and Accounts
Contact and Feedback
Technical Information

Answers

1.1 Do you deliver internationally?

Yes, we deliver to over 240 different countries.

1.2 How long will my order take to deliver?

Once an order has been placed and fully paid for, we pick and package items for your order then dispatch. This typically takes up to one working day for items in stock. We will notify you of any delay because of out of stock items. After dispatch, delivery time is based on the delivery method chosen and is in the hands of the postal and courier services that we use.

1.3 Can I use a PO Box address?

Small packages via Royal Mail can usually be delivered to PO Boxes. Larger parcels using courier services CAN NOT be delivered to PO Boxes. In general, it is best to provide the full postal address where possible. If the address is not recognised by the respective courier or postal service there may be delays to the dispatch and delivery of your parcel.

1.4 Can I use a British Forces Post Office (BFPO) address?
We can not guarantee delivery to BFPO addresses as we have encountered countless problems with parcels being returned. If you choose to use a BFPO delivery address, we may not be able to fulfill the order if the Royal Mail system does not recognise the address provided. The address should take the form: Service No Rank Name Unit/Regt Operation Name (If applicable) BFPO No Parcels over 2kg are not handled by Royal Mail and BFPO addresses are treated as overseas destination by default via our courier services, thus voiding any free UK delivery offers. We will try our best to honour these orders but we recommend alternative delivery points where possible.
1.5 How much is delivery?
Visit our Delivery Rates Page for the latest delivery pricing information.
1.6 How will my order be packaged?

We have had over 10 years of experience in packaging a wide variety of fragile gifts for mail order and online sales. Each order is accessed individually for the best method of packaging. Many of our packages are made to measure to endure the sometimes brutal handling of the postal services. In rare circumstances, where we feel manufacturer's packaging is inadequate for delivery, we do open up the item to insert additional packaging. Packages are marked as fragile. We are environmentally aware and use recycled cardboard and packaging material where possible.

1.7 Can I track my order?
Depending on the size of order and packaging, most but not all, parcels will be tracked using an online tracking system. You can find your tracking number by following the link on your dispatch email. Alternatively you can visit our Tracking page.
1.8 Can I use a Packstation address?

Packstations operating in Germany are currently not supported by Royal Mail and all Packstation addressed destinations are returned to sender as 'undeliverable'. Please use an alternative delivery address.

2.1 My item is damaged; what can I do?

If your item was damaged in transit, please let us know via email within 7 days, quoting name, order number and the nature of damage. Please retain all packaging and if appropriate, take digital photograph evidence of damage.

2.2 I don’t like an item in my order, can I return it?
You can return an item within 7 days of the date on which you ordered the item and we will refund you any money which you've paid us for that item. Please refer to our returns policy for further information.
2.3 What address do I send my returns to?

The address to post the returned item is:

Preshunt Limited

25 St George's Road Industrial Estate

Donnington, Telford

TF2 7QZ

United Kingdom

2.4 My item is a slightly different colour from what is shown in the image, is it the right item?

Minor colour variations are considered normal and within the limits of variability for most products, especially since most items are hand-painted. Please note, due to the wide range of different monitor and display configurations there may also be differences on screen as compared to the actual product. Unless, the colour is significantly different from that shown, the item is deemed ‘as shown’.

2.5 My item has a slight imperfection, is it a seconds?

No. We do not knowingly sell imperfect merchandise, however, due to the nature of many hand-crafted products, certain acceptable imperfections are inherent in the merchandise and will pass quality control at all stages of production including accuracy of hand-painting, blemishes and mould reproduction. If you feel the imperfection is beyond what is acceptable, please email a photograph and describe the nature of the problem.

3.1 An item is shown as out of stock, when will it be back in stock?

Depending on the item, the product may already be on order pending delivery, temporarily unavailable or sold out and discontinued. Please email quoting individual product id for further latest information.

3.2 How do I place an order?

To place an order you must add individual items to a ‘basket’. Once you have added all the items to your ‘basket’ you can ‘checkout’ using the button. You can then followed the numbered steps in the checkout to place your order.

3.3 What is the benefits of having an account?

By having an account you can save items for later in a wishlist, save delivery addresses and view details of all previous orders.

3.4 How do I use the wishlist?

You can use the wishlist function in a similar fashion to the basket. By adding items to the wishlist you can add individual notes to each item. You can move items from your wishlist to the basket at any time. The wishlist will only work if you have an account with us.

3.5 Will my ordered items be in stock?

Our site uses a database to track the inventory levels of each product. The database updates automatically but is not 100% foolproof. We manage hundreds of thousands of individual items and unfortunately damages in the warehouse and human error can occur. If an ordered item is out of stock, we’ll contact you.

3.6 Can I buy wholesale/trade?

Our primary business is with retail consumers direct, however, we can and do offer wholesale prices to genuine traders. If you wish to consider becoming a wholesale partner, please do not simply request for wholesale prices. Please email a list of your requirements and we will determine rates based on the value of the order. Please also provide any information you can to justify the wholesale nature of your requirement.

3.7 I'm getting an error 'totals of the cart item amounts do not match order amounts' What is happening?

This happens when our payment gateway breaks down the vat amount. In a rare cases, this causes the total order value to be a fraction of a penny out - causing the error. We have fixed this issue - if you are still experiencing this error please let us know immediately and we will look into it.

4.1 How can I get in touch?

Please use the contact form by clicking ‘Contact Us’ at the bottom of each page on the website. Alternatively, please send enquiries to:

Preshunt Limited

25 St George's Road Industrial Estate

Donnington, Telford

TF2 7QZ

United Kingdom

4.2 What is your telephone number?

Our telephone number is: 0845 680 2628. 0845 numbers are non-geographical, "Lo-call" numbers and are included in many free minute bundles for landlines and mobiles.

4.3 How can I leave feedback?

We welcome all comments to assist us to improve the website and service. Please leave feedback via our contact form by clicking ‘Contact Us’ at the bottom of each page on the website.

4.4 I wish to make a complaint, who do I contact?

Please make all enquiries via our contact form by clicking ‘Contact Us’ at the bottom of each page on the website. We will do our utmost to rectify any problems or issues you may have with our service or products.

5.1 What software do I need to use this website?

The site is designed to run with a modern browser supporting HTML5, CSS3 and Javascript. You can get an optimal experience by using a web-kit based browser (Google Chrome or Apple’s Safari). We have decided to drop support for Internet Explorer 6. Internet Explorer 7 and 8 have been tested and will function, but it is recommended that you upgrade to the latest version of Internet Explorer or try using an alternative browser. AOL browser users may also experience problems specific to their browser which prevents checkout completion.

5.2 What are cookies?
Find out all about cookies and the cookies we use on our Privacy Policy page
5.3 Is my information safe?

Absolutely. We take your information security very seriously and do everything we can to protect your information. SSL certificates are providing up to 256 bit encryption thereby offering the highest level of encryption and security possible. This means you can rest assured that communications between your browser and this site's web servers are private and secure. Our dedicated server is located in a Data Centre in Germany which has 24/7 monitoring by Internet specialists, 150+ permanently recording video cameras, safety locks and more to ensure that only authorised personnel can enter the Data Centre.

5.4 Are you PCI DSS compliant?

The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle cardholder information for the major debit, credit, prepaid, e-purse, ATM, and POS cards.

We are PCI DSS compliant and are managed by Trustwave. Trustwave is the global leader in PCI Compliance solutions. Our server in Germany is fully managed in a secure data center and PCI DSS compliant. Our payment processor, Paypal is a global leader in secure online payments and our office is PCI DSS compliant. This is not required by UK Law, but for your peace of mind and to show that we are committed to keeping your data safe and that we take your security very seriously we have made every effort to eliminate any fraud.

5.5 Do you sell our personal data?

No absolutely not! We only use your personal details to process your order, and if you opt in, we may occasionally send you an email.

5.6 A link is not working, what can I do?

A link is not working usually because either we have made an error, the page no longer exists or has moved. We also occasionally make site wide updates that may make some links unavailable for a short period of time.

5.7 An image is not showing up, what can I do?

Occasionally images may not appear on the website. We might have made a mistake and linked to the wrong image, alternatively the image cache may not have updated (the image will appear after an automated update). Users of Internet Explorer 6 may have grey blocks instead of images. This is because Internet Explorer 6 cannot handle PNG image files natively. We advise that you upgrade your browser for an improved experience (both on our website and the internet in general).

5.8 I keep getting Error 500 messages, what does this mean?

An Error 500 is an ‘internal server error’. This means that the problem is on our end and not yours. Unfortunately this is a very broad error message. The problem can usually be resolved by simply refreshing the page. If you come across a page that always gives Error 500 messages please let us know so we can look into it.

5.9 I can’t log into my account - what can I do?
All accounts created before August 2012 on the old version of the website have been removed. You may have to recreate your account. If you still cannot login, you can reset your password http://www.preshunt.com/customer/account/forgotpassword/ If you are still having problems you can contact us directly and we’ll see what we can do.