Terms and Conditions
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Terms
Prices and Payment
All prices are in £ sterling and include UK VAT, where applicable.
Delivery charges are not included. Hertford Town and Tourist Information Centre offer the option for shipping nationally and internationally (at an additional cost to the customer) or free click and collect service from 9.30 – 5pm Tuesday – Saturday at the Town and Tourist Information Centre located at 10 – 12 The Wash, Hertford, SG14 1PX.
We accept payment by most major credit and debit cards.
Payment will be taken once we have processed your order. We do not charge your credit or debit card until we dispatch your goods.
Please ensure that all information provided for purchasing products is correct, that the payment card you are using is your own and that there are sufficient funds to cover all costs.
If the payment card has expired or insufficient funds are available, we will be unable to fulfil your order and will contact you by email.
Delivery
We aim to post your order within the UK within 5 working days of your purchase.
Overseas deliveries will vary according to location and we will contact you with an approximate delivery date once your order has been placed.
Whilst current stock levels should be accurate on the website, should one or more products not be available you will be informed by email as soon as possible.
Please contact us immediately by email tic@hertford.gov.uk if the incorrect product has been delivered. Please include your Order ID in the email, so that we can access your order details. The product will be exchanged for the correct goods if they are available or refunded.
Delivery Costs
We use Royal Mail First Class and the standard delivery costs for the UK are based on weight of the item(s) and are as follows:
Royal Mail 1st Class | Weight up to and including | 1st Class |
Size | Price | |
Letter | 100g | 85p |
Large Letter | 100g | £1.29 |
250g | £1.83 | |
500g | £2.39 | |
750g | £3.30 | |
Small Parcel | 1kg | £3.85 |
2kg | £5.57 | |
Medium Parcel | 1kg | £6.00 |
2kg | £9.02 | |
5kg | £15.85 | |
10kg | £21.90 | |
20kg | £33.40 |
We use Royal Mail International Standard and delivery costs for outside of the UK are weight of the item(s) and are as follows:
Royal Mail International Standard | ||||
Letters | Europe | World Zone 1 | World Zone 2 | World Zone 3 |
Weight up to and including | Price | Price | Price | Price |
10g | £1.70 | £1.70 | £1.70 | £1.70 |
20g | £1.70 | £1.70 | £1.70 | £1.70 |
100g | £1.70 | £2.55 | £2.55 | £2.55 |
Large Letters | Europe | World Zone 1 | World Zone 2 | World Zone 3 |
Weight up to and including | Price | Price | Price | Price |
100g | £3.25 | £4.20 | £4.20 | £4.20 |
250g | £4.25 | £5.70 | £6.80 | £5.85 |
500g | £5.25 | £8.00 | £9.85 | £8.30 |
750g | £6.25 | £10.65 | £13.55 | £11.10 |
Small Parcels | Europe | World Zone 1 | World Zone 2 | World Zone 3 |
Weight up to and including | Price | Price | Price | Price |
100g | £5.80 | £7.15 | £8.35 | £9.35 |
250g | £5.95 | £8.30 | £9.90 | £10.95 |
500g | £7.80 | £12.10 | £14.50 | £16.60 |
750g | £9.05 | £14.85 | £17.60 | £19.35 |
1kg | £10.20 | £17.65 | £20.85 | £23.00 |
1.25kg | £11.05 | £19.85 | £23.75 | £26.45 |
1.5kg | £12.10 | £22.10 | £26.85 | £29.20 |
2kg | £13.00 | £23.30 | £28.55 | £30.45 |
Purchasing
All items offered on our website are subject to availability. Items are photographed as accurately as possible, but please note that sizes, colours and designs may vary.
To purchase any of the items in our Hertford Shop, click the "Add to Basket" button shown on each product page. Once an item has been purchased, we will send you an e-mail confirming receipt and containing the details of your order.
Your order is an offer to us to purchase the goods subject to these terms and conditions and is subject to acceptance by us. Your order is only accepted by us and a contract formed between you and us for the purchase of goods when we issue an e-mail confirming dispatch of the goods.
Refunds / Exchanges
You have the right to an exchange or refund within seven working days of delivery (starting the day after you receive the goods). This will apply to all products in your order except for the following:
- Perishable goods.
Hertford Town Council is not responsible for products which are lost, stolen, mutilated or destroyed after receipt. Refunds and exchanges cannot be authorised in such cases.
You are under a duty to take reasonable care of the goods. The goods must be returned in the condition they were sent out. The customer is responsible for covering the shipping cost of any returned item. We would recommend for your own protection that you use a recorded delivery service and keep a record and receipt of the return made.
Returns and exchanges are also available within Hertford Town and Tourist Information Centre at 10-12 The Wash Hertford, Hertfordshire, SG14 1PX between 9.30 am and 5 pm Tuesday to Saturday. Please bring goods in the same condition in which you received them, unused and in their original packaging together with the original receipt.
Cancellations
It is your responsibility to give notice of your wish to cancel within this cancellation period of seven days by email to tic@hertford.gov.uk stating the reason for returning the goods) and return the goods in the same condition in which you received them, unused and in their original packaging together with the original receipt at your own cost and risk within seven days from your receipt of the goods.
You have a legal obligation to take reasonable care of the goods while they are in your possession and should send the goods back via recorded delivery to us at the below address:
Hertford Town and Tourist Information Centre at 10-12 The Wash Hertford, Hertfordshire, SG14 1PX
Customer Service
Any complaints regarding the goods or services supplied should be made to:
Jenny Bullen
Hertford Town & Tourist Information Centre, 10-12 The Wash, Hertford, Herts, SG14 1PX
T: 01992 584322
You can e-mail, write or telephone with your complaint. Our office hours are 9.30am-5pm, Tuesday to Saturday.
Statutory Rights
These Terms and Conditions do not affect any of your statutory rights.