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FREQUENTLY ASKED QUESTIONS
How do I know if you have received my order?
When you place an order you will receive a confirmation e-mail with your order number and confirming your ordered items. If you have any queries, please quote your order number when e-mailing or phoning us. We will send you another e-mail containing your tracking reference, once your order has been dispatched.
How do I know that you are a legitimate company? Do you have a shop, warehouse or someplace we can visit?
redeyeheadshop.co.uk has been in this business for over eight years and have excellent working relationships with all of our customers and suppliers.
We are the leading retailers both on and off the Internet and we're constantly expanding. Our other online store at Redeyeheadshop.co.uk has been running successfully for over eight years and we have big plans for the future.
How do you send out my order?
All orders are sent in discreet packaging. Your order will arrive in a plain padded envelope or box. There are no labels on the packaging except the delivery address. There is no reference to what is contained with the envelopes or boxes. Inside there will be your order and an invoice. We may even throw in a free gift!
I've been charged too much for my order.
You probably live in the States. That funny looking dollar sign next to the price is a pound sign, meaning that since we are a UK site, all payments are taken in UK Sterling. We ask our customers to kindly check their bank statements and convert the total to British Sterling before you send us an enquiry asking why you paid £5 British sterling but were charged nearly $10 US Dollars.
I've looked all over the Internet and I just can't believe how cheap you are!
Because we have been doing this for a very long time, we have built up many relationships that can supply us with quality product. Coupled with the fact that we buy all our stock in large quantities, we can offer our customers a great range of products at fantastic prices.
So these photos and information in the shop section... are they EXACTLY what I'm going to receive?
We take all our product photographs in house, unless a supplier is nice enough to provide us with excellent hi-res images. All photos on the site are genuine photographs of products from our stock. The information about sizes/weights etc. is given to us by our suppliers. Occasionally, a supplier may alter their design ever so slightly. Maybe they'll move or change their logo slightly; maybe they'll slightly alter the colour; occasionally they'll change the size by a couple of mm. This isn't an exact science. If the design has changed significantly (i.e. the operation of the item is different etc.) then we'll take a new photograph and replace the old one.
What about security when I pay by credit card?
Our security is second to none. When you place an order, your personal information is transferred safely. We use militarily standard 128 - bit Secure Socket Layer technology, as provided by Thawte, one of the world's leading secure certificate organisations. Our payment gateway is provided by Secure Trading. We never even see your card details.
Why did you have to explain that then?
We have had some very pedantic customers who demand money from us over a miniscule change in the product. These people are the reason that McDonald’s coffee cups say 'Caution - Hot' on them.
Can I have my order dispatched to a P.O. box address?
Standard International and Signed-For Registered mail can be delivered to P.O. Boxes, with the latter accepting a signature from a staff member at the P.O. Box depot.
Express Courier companies such as FedEx or UPS will not deliver to P.O. Boxes. FedEx and UPS require a customer signature to release the package. It is possible to arrange with the courier company to have parcels delivered without signatures. However, this needs to be specially arranged and authorised between the customer and the courier company.
Can I order from the country that I am resident in?
Yes, we ship worldwide but we strongly recommend you check your country and state laws. All products sold on the website are legal for sale in the UK and Europe. We cannot be held responsible for persons who choose to act in conflict with their national laws and we do not encourage anyone to do so. Our system will not allow certain items to be ordered outside the UK as they conflict with international laws.
I want to buy large amounts, do I get a discount?
Please e-mail us with your request and we will help you out as much as we can.
I've looked all over the Internet and I've actually found a product I bought from you, cheaper elsewhere!!!
E-mail us and let us know where. Once we've confirmed the price of the product at the time you ordered it from us, we'll refund you the difference.
Once I have ordered how long will it take before I receive my order?
If you pay by credit/debit card we will endeavour to send out your order the same day.
You will receive an e-mail when your order is dispatched, which will contain a tracking reference if the dispatch method you have chosen allows for it. You can use this reference to track the progress of your parcel with your chosen courier company.
UK customers will generally receive their order the next day, however we recommend paying the extra for a next day delivery service, as they are more reliable. Packages to Europe generally arrive within 3 to 4 days. Packages to the rest of the world arrive in 4 to 8 days.
Please note that packages can take longer to arrive overseas. We are at the mercy of the postal services, and they can be less than reliable!
Note also that some items in your order may be temporarily out of stock. We will do our very best to ship your order as soon as possible.