Q. If I want to buy something from eryc.co.uk is my credit/debit card number safe and secure from fraud and hackers?
A. During and after the checkout process your card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your card details are then encrypted again to prevent anyone accessing them. We will never have access to your Credit Card or Debit Card number or personal details. We are also Verified by the Visa and MasterCard Securecode programmes.
Q. How secure is buying over the web? There are constant stories of Credit and Debit Card fraud.
A. If we look at the security issue first; What happens when you type your Credit/Debit card number into our site? Our web site is in secure mode this means that the information you type in will be encoded and our server decodes it therefore anyone attempting to hack into our system cannot obtain any information as it is encrypted, only the last four digits will ever be displayed. The eryc web site is scanned and checked regularly to ensure all security certificates are active and working correctly. We are PCI compliant which means we have satisifed the most rigorous security checks available. You should only ever purchase from a site displaying the official PCI compliant logo.
If you are a UK resident using a UK issued card for a transaction over £100 you are automatically protected by Section 75 of the Consumer Credit Act 1974. This means that if a trader fraudulently charges your card for something that you did not order then the Credit Card company are equally liable for the debt. In practise this means that the Credit Card company would refund you for the fraudulent charge. Putting your Credit/Debit card details into a secure Internet site as eryc.co.uk you are much safer than giving the details over an unsecured telephone line.
Q. Once you have my email address and personal home/business address what you do with them.
A. At eryc.co.uk we work on the strict principal that our customers only receive what they request, from the goods that they buy, the invoice received to the newsletters and freebies we send out. We will not pass any of your data onto other companies except for the use of order processing or warranty.
Q. If I place an order for several items with eryc.co.uk will they be dispatched together or separately?
A. We will always attempt to dispatch all items ordered at the same time. However depending on what is ordered some larger or specialist items may be sent direct from our suppliers or manufacturers.
Q. How can I pay for my order?
A. We currently accept Visa and MasterCard's. You can also use our PayPal or Google checkout facility.
Q. I've cancelled my order but my bank still shows funds allocated to eryc.co.uk?
A. When an order is received we authorise the card to check for fraud and funds. If your order is subsequently cancelled for whatever reason this allocation of funds can take up to 10 days to be unallocated. We do not hold the funds they are held by the banks and we only charge your card on despatch of your ordered goods. On some occasions you can speed up the return of funds process by contacting your card issuer.
Q. Can you ship my order to my work address?
A. Yes! You can request delivery to any address and this can be particularly useful for Birthdays, anniversaries or at Christmas however as we have to avoid card fraud we are required to perform specific security checks and address verification. This will delay your order and this can be up to 24/36 hours. All deliveries must be signed for with identification if to an alternative address.
Q. Can I call eryc.co.uk to place an order?
A. We only accept secure online transactions. This ensures there is no access to your personal information or payment details over insecure telephone lines.
Q. If I've placed an order on your site, am I able to amend it later?
A. We start your order immediately from when you click the order confirmation button; therefore amendments may not always be possible. This is normally due to the process of your payment details.
Q. If I have a problem with a product that I have ordered from you, how do I get help?
A. Contact us directly by telephone or email us your queries.
Q. What shipping options are available to me?
A. Depending on your location and what delivery you have requested we generally ship orders the next working day.
If you are ordering from Northern Ireland / EIRE, the Channel Islands or the North of Scotland then your order could take up to 3 working days longer. Please refer to our site for overseas orders.
Q. How do I track my open order(s) and look at previous order history)?
A. Log in to your eryc account and you can track your order status and previous order history. Order tracking and a range of other benefits are not available via Guest Checkout.
Q. Which Couriers do you use?
A. Parcelforce, Royal Mail and TNT for very large consignments.
Q. If I am not home when the couriers arrive what happens to it?
A. If no one is available to accept and sign for your order then you will be left a calling card and the goods will be returned to your local depot. You will need to contact the couriers to arrange a suitable redelivery, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first) Identification will be required before release. Unfortunately for security reasons we do not operate a 'leave with neighbour' or 'door step delivery' service.
Q. If I place an order over the weekend when can I expect to receive it?
A. We process weekend or Bank Holiday orders on the next working day. E.g. If you place an order on a Saturday or Sunday on a next day service then you can expect to receive it the following Tuesday , if you place it on a three day service you can expect to receive it on Thursday.
Q. Can you specify a timed delivery?
A. Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am-6pm Mon-Fri. However you may contact the couriers once the order has been dispatched and ask them for an approximate delivery time, but there are no guarantees.
Q. If I place an order and something is out of stock what happens to the rest of my order?
A. This is unlikely to happen as our systems are immediately aware when items are out of stock and they are identified on the site or removed temporarily or permanently from sale. We always endeavour to complete your order and despatch it together unless an item(s) is from direct supply from our suppliers or manufacturers.
Q. When do you take payment for my order?
A. Your order will only be processed and payment obtained once authorisation of your Credit/Debit card has been properly received and your order has been accepted for delivery.
Q. What are your business opening hours?
A. We are open Mon-Fri 9am-5.00pm. Unfortunately we are not available during weekends and bank holidays. If you need to contact us outside our opening hours then please email us.
Q. Do you have size charts for clothing?
A. Size charts can be viewed on each product by clicking the 'size chart' tab.
Q. I have been sent the wrong item, how do I report this?
A. In the rare event that you have been sent the incorrect item then please contact us by telephone or email so we can rectify the mistake as quickly as possible
Q. How do I return a product to eryc.co.uk for replacement / refund?
A. All goods delivered will have a returns form included please complete this and return the item as instructed to the correct address on the returns form. It is the customers responsibility to ensure the item is packed correctly and with the address of the supplier. Return postage costs are not refundable unless the item is damaged and we have authorised the return under warranty.
Q. What happens if I receive my order and it is damaged, or there are items missing?
A. This must be reported to us as soon as possible and we will take the appropriate action with the courier. Any items delivered with damaged packaging must be signed for stating 'Goods not inspected damaged packaging' SOME ITEMS NEED TO BE UNPACKED AND CHECKED BEFORE SIGNING THESES INC: ALL BOARDS AND KAYAKS. NO CLAIMS CAN BE MADED FOR DAMAGED GOODS ONCE THE ITEM HAS BEEN SIGNED FOR IN GOOD CONDITION.
Q. What happens if I don't receive my order and I placed it on a Next Day delivery?
A. If your order is not received on a Next Day Delivery, you must report this to us and we will investigate the reason with the couriers. Alternatively you can track your order via eryc.co.uk and contact the courier to arrange a redelivery.
If you have any other questions which you think should be on our list please contact us.