FAQ

Delivery

Where do you deliver to? We deliver world-wide!

How long does delivery take? We attempt to dispatch orders within 24-48 hours with the exception of t-shirts. Orders containing t-shirts will not be dispatched until all items are in stock and available to be dispatched.

If you are living within the UK. please allow 1-2 working days from time of dispatch for your order to arrive. We dispatch most items by First Class Royal Mail. Guaranteed next day delivery is available at an additional charge.

If you are outside of the UK please allow 5-7 working days for delivery after your order has been dispatched.

What are your delivery charges? Postage is calculated by weight, size and the value of the total order. A full list of delivery charges can be seen here.

Ordering

Why do you require a password during check out? We offer a 10% loyalty discount to our returning customers. By setting up an account our site will then trigger this discount to returning customers. It also allows customers to look up previous orders in case they need to check the size or design of product previously purchased to avoid duplicates.

Can I pay safely using a credit or debit card? Yes, we use PayPal and Google Checkout to process credit card and debit card payments. All information is automatically encrypted into transit from the customer’s computer to our own using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

Can I pay by cheque? Yes, please make cheques payable to Tam's Treasures Online. Orders over £25 will not be dispatched until the cheque clears generally 5-7 working days.

Can I order by telephone? Yes, orders can be taken over the phone between 9-5 GMT. We are located in England, UK so please remember if you are outside the United Kingdom there may be a time difference.

Returns

What do I do if my goods arrive damaged or faulty? Contact us immediately quoting your order number and telling us of the damage or problem. We will then either replace or refund in full the order and make arrangements to collect the damaged or faulty product.

Can I return products I don't like? Yes, you can return a product within 14 working days less postage both ways. It is up to you to return the item securely and in saleable condition. Sending by a trackable method is recommended.

The product and packaging must not be damaged, all pieces and instructions must be included. Items returned missing pieces or damaged due to poor packaging by the buyer will not receive a full refund.

T-shirts can be returned for a full refund only if they are saleable not washed or worn with tags still on. Music CDs can only be returned if they are still sealed in their cellophane wrapping. This is due to copyright and keeping customers from burning copies and returning.

A refund will be issued in the same way payment was received.

Customers wanting to exchange an item for something else will be required to pay postage for the new product.

Technical Problems

My payment has failed what do I do? Either try another card or payment option or you can contact us by telephone and we will try to process the order for you.

The site won't let me add products to the basket, now what? In most cases this is because a customer's computer cache needs to be cleared. We find customers who clear their cache file will find this problem has been solved.

If Things Don't Go Right

What do I do if I have a complaint? In the unfortunate event you have a complain please contact us immediately by telephone or email and state your problem. Unfortunately, mistakes do happen and we will do everything to help in making it right.

The total on my credit card statement doesn't match my invoice. Generally we find this only occurs with non-UK residents. This is often because customers don't realise our website is listed in British Pound Sterling and not US dollars for example.

If you received a refund and it wasn't for the same amount initially paid it is generally because of the exchange rate fluctuating at the time between initial payment and the refund. Unfortunately, we don't have any control over the exchange rate and it is important to contact us quickly with any problem requiring a refund.

It is also important to ask questions regarding the product including sizes or colours in the first place to avoid the need for a refund.

In the event however; that none of the above applies and there was a genuine error on your credit card we will correct it on our end within 24 hours of being notified. Please allow a few extra days for your credit card company to receive the amendment.

General Questions

Do you sell wholesale? No, not at this time. However, we do offer bulk discounts on most products. Please contact us with your requirement and we will let you know our best discount.

Do you have a shop or catalogue? No we do not have a shop. We try to keep overheads down so we can keep our product prices competitive. We do not offer a catalogue again for the same reason. However, we do have a t-shirt catalogue which can be purchased for £4 which includes postage. We pay for these from the manufacturer so unfortunately they cannot be given out for free.

Do you have all the goods I see in stock? Most items are in stock with the exception of t-shirts. See the following answer regarding t-shirts. Whilst most of our products are in stock occasionally they will sell out. However, we attempt to get these items back in stock within a few days.

Please contact us if you require an item that is out of stock. We will make every attempt to get it for you.

Why do I have to wait for t-shirts? T-shirts are non stock items. With over 500 designs and 9 different sizes to choose from that is just too much stock to have on hand. T-shirts fall into 2 groups. UK stock and Special Order. UK stock are designs and sizes that are held by our UK distributor. Special Order t-shirts are designs and sizes that have to be ordered directly from the US.

We place several weekly orders with our UK distributors and generally get 1-2 shipments of t-shirts in each week. We ask customers to wait 5-7 working days for UK stock although sometimes it can be a lot quicker depending on when your t-shirt was ordered and how soon before or after we made our order with our distributor.

Special Order t-shirts are ordered by our UK distributor every Wednesday to the US manufacturer. They generally receive their special order shipments in the following week. Special Order t-shirts must then be checked through customs. So for these designs we ask customers to wait 7-14 working days.

Why is my t-shirt still on back order? Sometimes popular t-shirts will sell out and are placed on back order. As the printing process is complicated and many dye colours are used in producing these fantastic t-shirts the manufacturer will wait until all sizes are out of stock before they re-print a design.

Privacy

Will I receive unsolicited emails? No, we hate junk mail and spam just as much as you do. So we never send emails that are unsolicited. We only send emails that are pertaining to your order. We do have a monthly newsletter but customers must sign up and agree to receiving this.

What information do you keep on file? The only information we keep on file is name, address, telephone number, email and the password you have set up with your account. This is solely so that customers can take advantage of the 10% loyalty discount scheme.

We do not store any of your financial data. None of your information is given to 3rd parties.