FAQ
1. How do I place an order?
A. Select the item
Either use the search function to find a product or browse the shop. When you find a product you want, click on the 'add to basket' link to add it straight to your basket or click on the title to see more details, including description, price and sizes available, and then add it to the basket.
With the t-shirts, you can choose the gender and size you require by adding a note in the 'Add special instruction to seller' box on the Review Your Payment page at PayPal.
B. Check the basket
Once you have selected your item(s), select 'basket' from the left-hand drop-down menu to see a list of the products you have selected. To change the quantity, amend the number and click on 'update total'. The basket will automatically update. To delete an item simply click 'remove' under the item description.
C. Confirm your delivery address
Once you are happy with your order, click on 'go to checkout' to enter your delivery address. Click on 'continue to order summary' where you can check the items and delivery details. If you need to change the delivery details, click on 'edit delivery details'. Otherwise click on 'enter payment details at PayPal' to make the payment.
D. Order confirmation
Once you have made your payment through PayPal you will be redirected to the order confirmation page, which will give you an order number and confirmation that the order is complete. We recommend that you print a copy of this page for your records. A confirmation email will also be sent to you to confirm that the order is being processed.
2. How soon will I receive my order?
We aim to deliver goods in 2-3 working days to the UK, 3-5 days to Europe and 2-3 weeks to countries outside of Europe. We will contact you if there is likely to be a delay, and either offer to keep the goods on backorder or refund you.
Postage costs vary from item to item
The animate! book: UK £3.00, Europe £4.50, Outside of Europe £7.50
The Animators catalogue: UK £3.00, Europe £3.00, Outside of Europe £4.50
Badge packs: UK £1.50, Europe £1.50, Outside Europe £2.00
T-shirts: UK £3.00 (recorded delivery), Europe £3.00, Outside of Europe £3.00.
3. Can I return an item?
If the goods that are faulty, damaged or incorrectly supplied, please contact us by email at info@animateprojects.org or call +44 (0)20 7407 3944 within seven working days. We will ask you to return the goods to Animate Projects, 89 Borough High Street, London SE1 1NL, UK. We recommend that you use registered post or recorded delivery to return goods to us as we cannot be responsible for non-delivery of returned items.
We will refund postage costs incurred in returning faulty, damaged or wrongly supplied goods. We shall use reasonable efforts to replace damaged or incorrect goods but if replacement is not possible, or if an order is cancelled for any other reason, we will only be obliged to refund the full amount paid by you. This does not affect your statutory rights.
4. What payment methods do you accept?
We accept payment through PayPal, which is a secure payment site at http://www.paypal.co.uk/uk . We do not take cheque, credit or debit card payments.
5. What happens to items I have ordered that are currently out of stock?
The item that is out of stock at the time of ordering will go onto a back order and as soon as it comes into stock the order will be dispatched. Postage is only charged to the initial order. When an order is placed for an out-of-stock item we will email you to let you know when to expect delivery.
6. Will there be additional duties and taxes payable on my purchase?
You will be liable for all duties or levies payable at any foreign port as a result of delivery of goods outside of the United Kingdom. You shall not be entitled to cancel your order on the basis of unforeseen duties or levies.
7. How will I know if you have received my order?
After you make the payment through PayPal you will be redirected to the order confirmation page where you will be given an order number. We recommend that you print or keep a copy of this page for your records. We will also email you to let you know that your order is being processed.
8. How will I know if you have shipped my order?
We will email you when the order has been shipped.
9. Who do I contact concerning the status of my order?
Please email us at info@animateprojects.org or call us on +44 (0)20 7407 3944 (Monday-Friday 10am-6pm).
