What forms of payment does Black Sheep Guides accept?
You may purchase products from the Online Shop with the following credit cards: Visa, MasterCard, American Express and Visa Electron via PayPal. All purchases will be charged to your nominated card or account upon submission of your order.
International transaction charges
Please be aware that purchases made from the Online Shop with VISA and MasterCard may carry an international service charge for cross border transactions (i.e. where the retailer and shopper are in different countries). Not all credit card transactions carry this charge (it depends on your credit card issuer) and the amount varies depending on the type of credit card (generally between 1-3% of the purchase total). It is your responsibility to be aware of the international service charges that your credit card issuer may charge. We do not take receipt of these fees and are unable to refund them in any way.
Please be aware that delivery of guides to some regions may incur a customs/sales tax that is payable on delivery of the physical items that you have ordered. We do not receive any amount of these additional taxes. Please check your local tax laws before placing your order for any guide to check whether you might have to pay such a tax. If you aren't sure, contact us and we'll do our best to help you. Being aware of your local tax laws is your responsibility, and we are unable to refund any amount charged at the point of delivery.
Credit card verification codes
We require you to provide your Credit Card Verification Code (or CVC) in order to process your payment. The CVC is a number that appears on your credit card that allows us to verify that the person placing the order has direct access to the credit card being used.
Finding the CVC code
For Visa and Mastercard: The three digit number that appears on the signature panel on the back of the card. American Express: The four digit number that appears in the top right corner on the front of the card.
Please ensure that you provide accurate credit card details, CVC code, billing address and other information that we request from you in order to process your payment. We may not be able to process your payment or deliver your products if the information you provide is incorrect.
ORDER & DELIVERY
My order has not arrived yet
We post all deliveries to the address you provide us with, so check your order dispatch email to ensure that the address is the right one. Where the address you have provided is not 100% correct, we will need to wait for the parcel to be returned to provide any kind of refund, but we will be happy to help you place a new order if you needs the books earlier.
For standard deliveries. These parcels do not have a tracking number, so check with your local post office, or your work mail room if it was sent to a work address. In the vast majority of these cases we find that your local postal service had attempted delivery, but failed to leave a notification in your letterbox. Maybe even check with the neighbour in case they have it safely waiting for you. Still no luck? Contact us.
For express deliveries, your dispatch email should include a tracking number. Use this number to find out where your parcel is.
If your package has been returned to Black Sheep Guides, we'll get in touch straight away. If the address you provided is correct, we'll send it out via standard post at no charge to you. If the address provided is incorrect, you may have to pay an additional postage charge. In both cases, if you decide to upgrade to express postage, you will need to pay a little extra to do so.
In the event your order has not been delivered within a reasonable time frame (per above), please contact us and we will address the situation immediately. Please understand that it is in good faith that we put your order in the hands of our preferred carriers, but in a very small percentage of cases parcels go missing or are unexpectedly delayed. We can't prevent this, but we can discuss ways to meet your immediate needs. We must allow a fair and reasonable amount of time for the goods to be delivered before the parcel is determined as lost (this will vary depending on the carrier and the destination), and we will place a replacement order or issue a refund as the situation demands. We ask for your co-operation in these rare cases.
I can't find my order confirmation email
Check your Spam or Junk folder (or even the deleted items folder) as you are likely to find your confirmation emails in one of these folders.
This is a common query that we receive from customers who have Gmail, Yahoo, Hotmail and similar POP email accounts. Why? Because these email accounts often have an automatic spam filter that hides emails sent from any retail website.
If you have checked these folders and it is still missing, please contact us and we will be happy to help.
If your purchase is in any way defective or damaged, please contact us immediately with your proof of purchase, and we will arrange for a replacement product or refund where necessary. Where the products you purchased were part of a promotion (e.g. percentage discount or similar), the refund amount will be calculated against the terms of the offer and postal charges will not necessarily be refunded.