Customer Service
1. Procedures exist for monitoring incoming orders which ensure the customer’s requirements are understood and if there is any alteration to availability or delivery time, the customer is informed.
2. The company operates a customer complaints procedure which ensures that any complaints are dealt with quickly and efficiently. The company also regularly obtains feedback from customers in order to continue to meet customer expectations and identify areas for improvement.
3. All suppliers and sub-contractors used by the company have been assessed for suitability, approved and have their performance regularly monitored. When purchasing goods or services, the company’s requirements are clearly defined in writing. All goods are checked against the original order to ensure compliance before being delivered to the client.
4. Stock control procedures ensure that adequate supplies are always available and are re-ordered promptly and efficiently when necessary.
5. All elements of the service provided are recorded and traceable and are carried out in accordance with the documented procedures within the procedures manual.
6. Customer files are uniquely identified stored appropriately and contain all information and records pertaining to a particular customer.
7. Customer confidentiality is important and any information provided by a customer, such as logo’s is held in the customer record and strictly controlled in accordance with Customer Confidentiality
8. All computer and office equipment is logged and stored in accordance with manufacturer’s guidelines. Equipment which contributes to the quality of the service provided is subject to a maintenance contract which is outsourced.
All items on our website are photographed as accurately as possible, but please note that sizes and colours may vary. Products are made to order after artwork approval has been received. Once the order has been approved and printed the item cannot be cancelled.
If the product has been damaged in anyway please call our customer service team or email sales@orbdirect.co.uk where we will be happy to assist further.
Nothing in this returns policy affects your statutory rights under the Sales of Goods Act 1976 or any contract you have with us.
Orb understands that promotional merchandise may be required for specific dates/events. As such all delivery dates are estimated from the time of ‘art work approval’. At the time of actual ‘artwork approval’ the delivery date shall be confirmed.
If you have an urgent order/deadline please contact Orb Direct where customer service staff shall do their best to accommodate your requirements.
By accessing your Orb Direct account you shall be able to track the status of your order. In the event that you have been provided with shipping tracking code you will be able to check the delivery status of your order via the shipping company’s website; details shall be provided with the tracking code. If there is no tracking code provided this does not mean there is a delay in shipping. It simply means that the facility is not available with the particular manufacturer providing the products. In this case, if you require an update, please call Orb Direct customer service or log onto your account for an update on the order status..
Orb believes in a fair and transparent pricing policy. Postage prices are charged dependant on weight, container size and manufacturer. When all products are sourced from the same destination one postage price shall be charged. However, when products are being delivered from different sources postage shall be charged per source. Please use the charge list below as a guide for postage costs:
|
Weight (UK) |
Postage Option 1 large |
Option2 small |
Option 3 Manufacturer Free |
|
Up to 10 kg |
£10 |
£8 |
FOC |
|
Per additional 1 kg |
£1.00 |
£0.20 |
FOC |
We also have a wide range of products manufacturers give us free delivery on. In this case the free delivery is passed directly to our customers.
You have no items in your shopping cart.
