Information / Help Section / Terms & Conditions
On this page you will find information on how to use the website, how to pay, when to pay, when to expect your order, shipping charges (if any), service and product guarantees, whom to complain to if things go wrong, how to get help, how to return items, customs and excise, and anything else that we thought you might want to know about Ollipops. In particular, please take a few minutes to read the paragraphs about returns, refunds and exchanges. New laws came into force in 2015, and we have attempted to set out clearly and succinctly what your rights are as a consumer.
Who is Ollipops?
Ollipops.com is a trading style of MICA Media Limited, a company registered in England (company registration number 09740052), whose registered office is located at Unit 4 Sunfield Business Park, New Mill Road, Finchampstead, Wokingham, Berkshire, RG40 4QT, England.
Simply browse through the shop, select any items you wish to order, and proceed to the checkout. You may pay by credit card via the secure server at SagePay, who operate a "real-time" system - i.e. they will make security checks on your card, obtain payment authorisation, and debit your account immediately. The item will appear on your statement under the merchant name "MICA Media Ltd T/As Ollipops.com". In the case of non-UK orders, your credit card company will convert the sterling amount into your own currency at the rate prevailing under their own terms and conditions. When viewing the contents of your shopping cart, you will see a mini cart summary at the foot of the page, together with a link which will enable you to get an instant price conversion into your own currency. Please note that this should be used as a guide only - what you will actually pay depends on the exchange rate applied by your own card company.
Ollipops.com has been validated compliant with the requirements of the Payment Card Industry Data Security Standard. Please click the Comodo logo for details.
We accept Visa, Mastercard, American Express and any debit card displaying the Visa or Mastercard logos. We cannot accept Maestro cards or Visa Electron cards. If you have a Paypal account and would prefer to pay via Paypal, you will see this as an option once you reach the secure payment server at SagePay.
Our Payment Service Provider is SagePay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland. SagePay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is SagePay’s utmost priority to ensure that transaction data is handled in a safe and secure way.
SagePay uses a range of secure methods such as fraud screening, IP address blocking and 3D secure. Once on the SagePay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
SagePay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.
SagePay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.
So when buying through our site, you can be sure that you are completely protected.
More information about shopping securely with SagePay can be found at www.sagepay.com/shoppers
IMPORTANT: Please note that ALL orders are sent by Royal Mail, requiring a signature on delivery. We understand that this isn't always convenient, but we do it to meet the requirements of Paypal and other online payment service processors, as well as to safeguard all parties. If you're not going to be in, you will have the opportunity to arrange delivery on a more convenient day.
We charge a flat rate per order (irrespective of how many items) and will ship to any UK address and to the following countries:
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Ireland, Italy, Latvia, Luxembourg, Netherlands, New Caledonia, New Zealand, Norway, Portugal, Romania, Kingdom of Saudi Arabia, Slovakia, Slovenia, Spain, Sultanate of Oman, Sweden, Switzerland, United Arab Emirates, United States
If you want delivery to a country not listed above, let us know. We will always try to accommodate you.
All orders are sent by Royal Mail, requiring a signature on delivery.
Shipping charges are as follows:
UK - Standard (2nd Class: normally 2-5 days): GBP3.95
UK - Express (1st Class: normally 1-2 days): GBP5.95
Rest of the World (except AU & NZ): GBP19.95
Australia & New Zealand: GBP24.95
Ollipops does not levy a handling or administration charge.
Overseas deliveries only: import duties vary worldwide depending on each country's importation legislation. It is the customer's responsibility to discover what, if any, import duties their order may be subject to, and the liability for import duties resides solely with the customer. Within the European Community Free Trade Zone there are no import duties payable. For destinations outside the EC free trade zone, we are obliged to make a customs declaration, verifying the value of the parcel. UNDER NO CIRCUMSTANCES WILL WE AGREE TO MAKE A FALSE DECLARATION. This practise is illegal. Please do not ask us to do this!
We want you to be happy with the products and services you have received from Ollipops. The law in the UK relating to the purchase of goods via the internet changed considerably on 1st October 2015, when the Consumer Rights Act came into force together with the Consumer Contracts Regulations. We think that it is really important that you should be aware of and understand your rights, so please take a moment to read this section. Of course, the entire Act is much more detailed than the following, but we have simply sought to extract and set out your rights in relation to any order placed at this website. If you think that any of the following information is factually incorrect, we will be very pleased to hear from you - the aim is to point out your rights clearly and accurately, not buried in mumbo-jumbo!
What the Law says: A customer has the legal right to cancel a contract at any time up to 14 days AFTER the day on which they received the goods. They then have a further 14 days in which to return the goods.
Ollipops' Policy: Providing the item is in brand new, unused and resaleable condition, we will be happy to refund items returned up to 30 days from receipt. If you have a return requirement outside this period, please contact us and we will try to accommodate you.
Sale Items and End-of Line Items: The Law draws no distinction between reduced-price and full-price items, and you have exactly the same rights as a consumer as you would have had, had you purchased an item at the full price. Beware of online retailers refusing to accept returns for refund or exchange just because they were sale items - that's rubbish!
How to Cancel: We need to receive notice of cancellation in writing (by email is fine), and you should include at least your name and address and a line confirming cancellation. You can phone to cancel (this is often sensible in order to avoid an order being despatched unnecessarily), but we will also need you to drop us an email confirming this.
How to Return an Order: Please complete a RETURNS NOTE (link opens a PDF document in a new window for you to print) and enclose it with the goods. If, for any reason, it is not convenient for you to print the returns note, please just ensure that you enclose your own note with the information requested (name, phone number, order number and instructions). Please note that items are returned at the sender's cost and risk and we advise you to consider returning the items via a traceable service, although in the UK, a proof of posting certificate will normally suffice (this is free of charge).
Duty of Care: The customer is expected to take reasonable care so as to return items in acceptable condition. For many of our products (Plus12, all shoes etc) the product box is part of the product, in that it may give essential information or instructions. It is therefore essential that all such products are returned complete with the product box, as they cannot be considered to be in new and resaleable condition without it.
Exchange Requests: We have found that the simplest way to handle an exchange is for the customer to place a new order via our website. This avoids a situation where an item might go out of stock whilst you are returning the original item.
Refund Requests: If you cancel an entire order and return all of the goods within the statutory (legal) timescales we will refund the total cost of the items plus, for UK orders, the value of the least expensive delivery choice that was available to you when you placed the order. This means that if you chose a more expensive delivery method, you will have to bear the cost of the difference.
If you cancel an order and return the goods outside the statutory (legal) timescales we will refund the total cost of the items only.
If you cancel the order prior to despatch, we will issue an immediate refund. If we have to wait for the goods to arrive back, we will issue the refund normally within 3 working days of receipt, but in any case within the 14 days permitted by law.
If you cancel and return part of an order where you had a discount or free shipping based on number of items or total value of order, we will adjust the refund to reflect the value of the discount originally allowed if the return of one or more items renders your order no longer eligible for such a discount. If your purchase made you eligible for a voucher for use against a future purchase, but you subsequently return such an item, your voucher will be voided, even if we have already sent it to you. If you have used the voucher, the value will be deducted from any refund due.
Return of Faulty Items: the Law gives you a great deal of extra protection when it comes to faulty items. Of course, we hope that no item we send out is faulty, and we deal only with suppliers with very high standards of quality control, but occasionally, mistakes do happen and an item will get through when it shouldn't have done so.
Firstly, the timescale in which you must return a faulty item is very different. You have six months in which to do so without having to prove that the item was originally shipped in a faulty state. After this, you will need to prove that you didn't cause the fault, but you have six years in which to do so.
Secondly, we will reimburse you for the cheapest available return postage if you return an item that proves to be faulty. IMPORTANT: Please ensure that you have contacted us for shipping instructions prior to doing so - consumer law is based largely on what is "reasonable", so, for instance, returning an item via same-day motorcycle courier at considerable expense is not what most people would consider reasonable!
Should you have any concerns or complaints, please inform us via any of the contact details below. You will receive an immediate acknowledgement of receipt, and at least a preliminary response within 2 working days. Our preliminary response will, at the very least, provide a detailed plan and timescale for dealing with the matter you have raised. In most cases, we anticipate resolving any issue within 2 days of receipt of your communication. All concerns and complaints will be treated personally, confidentially and seriously. Your satisfaction with the service you have received from Ollipops is of paramount importance to us, and we welcome your comments.
Please contact us by any of the following means. The office is usually staffed 5 days a week during office hours (GMT/BST). At all other times we recommend that you contact us by email. Emails are usually responded to at any time, whether sent within office hours or not.