Order

1.  On-Line. You can order directly from our secure on-line store. You can pay by using our Secure On-line Credit Card Payment form or by sending a printout of your order with your credit card details to us by Fax or by calling our Free-phone order line.

All Allergymatters On-line Credit Card Payments are handled by The Payment Service Provider Secure Trading. This means that they all take place on a Secure Server and all transactions that take place are encrypted between your browser and the server. Nobody is able to obtain your credit card details nor other information. Of equal importance is the security which surrounds the payment system. By making use of SecureTrading we have the most sophisticated online trading system available. It allows us to safely process your credit card payment with the bank, and complete the financial transactions securely behind protected firewalls. No personal or financial details are left unencrypted on a remote server, and such details are never sent by internet email. For more details about SecureTrading or to find out how you could have an automatic trading system like this on your own site, visit the SecureTrading web site at http://www.securetrading.com

2.  By telephone 0800 052 8228 (Mon-Friday from 09:00 to 17:00). Before calling make note of your order detail specially the eight digit reference number for each of the products that you wish to purchase and have your credit card number and expiry date handy.  Our customer service staff will lead you through the order procedure. Phone orders may be subject to an additional fee.

3.  By Fax 0208 339 0183 (7days 24 hours.). Download our order form by clicking on allergymatters order form.Complete the form with your order details. Please remember to include a daytime telephone number in case of transmission problems.

4.  By Mail. Download our order form by clicking on allergymatters order form. Complete the form with your order and payment credit card/charge card, cheque or postal order details.



Availability Guide

To find out how long it will take for you to receive the item you have ordered, you need to consider its availability. The availability of an item is shown on its product information page. (A product information page shows you the title, image, description and availability of the item). Our products will fall into one of the following categories:

¾    1-5 days: We have stock and can send out immediately or as soon as possible within this time period subject to shipping method and peak times.

¾   1-6 weeks: these are special order items and we need to contact our suppliers who usually fulfill our order within one to six weeks.

¾   Coming soon: This indicates that this item has not yet been released. You can request that a mail be sent to you immediately that this item is released.

¾   Unavailable: This product may be out of stock with our supplier. If you would like to purchase this product, you can request that a mail be sent to you when this product becomes available again.

Please note: in order to keep you fully informed on the progress of your order, we will send you an e-mail when we receive your order, and another when we dispatch your order from our warehouse, confirming the date, contents and method of delivery.

NOTE: If we deliver to you outside the EU then VAT is never payable. Some products are available to buy VAT free, such as nebulizers and light boxes for the treatment of SAD. Although many of our products are being bought for a medical use, for instance, to help with dust mite allergy or eczema, they cannot be sold VAT free, as the items could also be sold for non- medical use. The VAT Head Office has to agree that the product qualifies and that the illness qualifies. The law says that you have to sign a legal declaration that you are indeed buying it for your own (or spouse, child etc's) personal medical use.Please download this form by clicking on the ZERO % VAT GOODS SELF DECLARATION FORM.
THIS FORM MUST BE SIGNED AND RETURNED WITH YOUR ORDER FOR VAT EXEMPT GOODS IN EU (including UK).

If you have recently placed an order and you think the delivery of your item/items is overdue, you can enquire about the status of your order by sending our Customer Services an e-mail at orders@allergymatters.com (Please include the Order Number). You will receive an update of your order status. In spite of all our efforts, there can sometimes be unforeseen delays in delivery. It may be worthwhile contacting your local postal sorting office as it is possible that they have already tried to deliver your package but were unable to.

At Allergymatters.com we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy.

Cancelling an item

To Cancel or Change an Order please email Orders@allergymatters.com.
If your order has not yet been shipped, the order will be cancelled per your request with no additional charge to you. If you were charged for the product your credit card will be credited. You will receive an email confirmation upon our cancellation of the order. Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. This applies to all our products. To cancel this contract, please fill out the back of the delivery slip that accompanies your items, giving the reason for the return as "Contract cancellation". Please package the relevant item securely and send it to us with the delivery slip so that we receive it within seven working days of the date that the item was delivered to you. Please call us on 0800 052 8228 for the return address. For your protection, we recommend that you use a recorded-delivery service. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost. You should be aware that once we begin the delivery process, you would be liable for postage and packaging costs. Once the goods have been returned and verified to be in an unused condition, your credit card will be credited for the purchase price less our original shipping costs to you.

Defective items

You can always return items if they are defective. Occasionally a product is damaged in transit or is not working properly. We ask that you inspect your package as soon as possible after receipt for shipping damage and to see that the item works properly. If your item appears to be damaged in transit please report it, if possible, to the person who delivered it. Then call our Customer Service for a replacement. If your item showed no shipping damage but is not working properly notify our Customer Service describe what is wrong. We will discuss your options for reshipment of a replacement item as well as arrange the pickup of the defective item. Any initial defects must be reported to us within 72 hours of item receipt via phone, fax or email.
If you are returning an item because of an error on our part or because it is defective, we will be happy to refund the delivery charges incurred in sending the item to you and your costs in returning it to us.

To return an item

To return an item, please enclose a note giving the reason for the return, wrap the package securely and call us for return address. In the case of a defective product, please provide a full description of the fault and return the defective item in its original box (if any), with all warranty cards, licences, manuals and accessories. For your protection we recommend that you use a recorded-delivery service.
This returns policy does not affect your statutory rights.
Please note: We will send you an e-mail to let you know when we have processed your return.

Return Policy Requirements

We hope that you will be 100% satisfied with your purchase. However, if within 30 days upon receipt you are not satisfied with your order, please contact us immediately. Some items will need to be returned back to the manufacturer's distribution centres and others direct to us. Please email us Orders@allergymatters.com or call us free on 0800 052 8228 for return address before you send anything back. You are responsible for the cost of shipping the unwanted item back to the specified destination. All returnable items must be in "as-new" in the box condition including the original manuals, warranty and other paperwork that may have shipped with the product. We suggest you keep your original box for any purchase in case you need to return it to receive proper credit. Once the item is received by the distribution centre and is verified to be in unused condition, your credit card will be credited for the purchase price less our original shipping costs to you.
Note: Some products may be subject to a restocking fee (see below) or may not be returned if used (see return policy exceptions paragraph below).

 
Restocking Fees

Vacuum Cleaners, Steam Cleaners, Dehumidifiers, Air Purifiers, Air Conditioners, Nebulizers, Anti-Ageing Light Therapy Lamps and Air Scenters: Return freight costs must be prepaid by the customer. Used machines are subject to a restocking fee of 25% of the item price.

Return Policy Exceptions

Air Filters, Jewellery (made-to-order jewellery items like rings, and earrings are non-returnable for health & hygiene reasons), Pillows, duvets, sheets and dustmite encasings: Used or opened items cannot be returned. We suggest that you measure the item to be covered carefully (especially the height for mattress encasings) before ordering so that you will select the proper size for your bedding item. We list the dimensions of each product on our item pages for your review.

At Allergymatters.com we are committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience. Please read on for more details about our privacy policy.

Controllers of personal information

Any personal information provided or to be gathered by Allergymatters.com is controlled primarily by Allergymatters Ltd.

What information do we collect and how do we use it?

When you order, we need to know your name, e-mail address, delivery address, credit or debit card number and the card's expiry date. This allows us to process and fulfill your orders and to notify you of the status of your order.

¾  E-mail: We will use your e-mail address only to confirm your Internet order or to notify you of the status of your order. If you are a member, we may also email you to occasionally notify you about important functionality changes to the Web site, new Allergymatters.com services and special offers we think you'll find valuable. If you would rather not receive this information, you may opt out by emailing us on marketing@allergymatters.com.  Make sure you change your preferences for each account you hold or e-mail address you have given us.

¾  Telephone: We also ask for your telephone number, which enables us to contact you urgently if there is a problem with your order. For some international deliveries this number may be given to our couriers.

Will Allergymatters.com disclose the information it collects to outside parties?

Allergymatters.com does not sell, trade or rent your personal information to others. We employ other companies and individuals to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending postal mail, providing marketing assistance, processing credit card payments and providing customer services. Such companies and individuals will have access to personal information needed to perform these functions, but may not use it for any other purposes and are required to process the data in accordance with the UK's Data Protection legislation.

How does Allergymatters.com protect customer information?

When you place orders or access your account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection Legislation, we follow strict security procedures in the storage and disclosure of information, which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you.

Other sites links

This site contains links to other sites. Allergymatters.com is not responsible for the privacy practices or the content of such Web sites.

What about "cookies"

Cookies are small pieces of information that are stored by your browser on your computer's hard drive that web sites use to remember information about users. Our cookies do not contain any personally identifying information, but they do enable us to provide features such as recognizing members and to store items in your Shopping Basket. Most Web browsers automatically accept cookies, but you can usually change your browser to prevent that. Even without a cookie, you can still use most of the features in our store, including placing items in your Shopping Basket and purchasing them.

In summary

We are committed to protecting your privacy. We use the information we collect on the site to make shopping at Allergymatters.com as easy as possible and to enhance your overall shopping experience. We do not sell, trade or rent your personal information to others.

Your consent

By using our Web site, you consent to the collection and use of this information by Allergymatters.com. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.

Tells What you think

Allergymatters.com welcomes your questions and comments about privacy.

Please email us on feedback@allergymatters.com.

© 2002-2003 allergymatters.com All Rights Reserved. Information presented at allergymatters.com is for educational purposes only, and is not a substitute for medical advice or treatment. Use of this online service is subject to the disclaimer and the terms and conditions.

All Web site design, text, graphics, the selection and arrangement thereof, and all software compilations, underlying source code, software (including applets) and all other material on this Web site are copyright Allergymatters.com, Ltd. ALL RIGHTS RESERVED.

Permission is granted to electronically copy and to print in hard copy portions of this Web site for the sole purpose of placing an order with Allergymatters.com or using this Web site as a shopping resource. Any other use of materials on this Web site, including reproduction for purposes other than those noted above, modification, distribution, or republication, without the prior written permission of Allergymatters.com is strictly prohibited.

Trademarks

Product and company names mentioned on this Web site may be the trademarks or registered trademarks of their respective owners.

Conditions of Web Site Use

Governing Law and Contract Formation. No contract will subsist between you and Allergymatters.com for the sale by it to you of any product unless and until Allergymatters.com accepts your order by e-mail confirming that it has dispatched your product. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time Allergymatters.com sends the e-mail to you (whether or not you receive that e-mail). Further, any such contract will be interpreted, construed and enforced in all respects in accordance with the laws of England, and you and Allergymatters.com irrevocably submit to the non-exclusive jurisdiction of the English Courts.

Disclaimer

To the fullest extent permitted at law, Allergymatters.com is providing this web site and all its contents on an “as is” basis and makes no (and expressly disclaims all) representations or warranties of any kind, express or implied, with respect to this web site or the information, content, materials or products included in this site including, without limitation, warranties of merchantability and fitness for a particular purpose. In addition, Allergymatters.com does not represent or warrant that the information accessible via this web site is accurate, complete or current. Price and availability information is subject to change without notice.

Except as specifically stated on this Web site, to the fullest extent permitted at law, neither Allergymatters.com or any of its directors, employees or other representatives will be liable for damages arising out of or in connection with the use of this Web site or the information, content, materials or products included on this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties. For the avoidance of doubt, Allergymatters.com does not limit its liability for death or personal injury to the extent only that it arises as a result of the negligence of Allergymatters.com, its directors, employees or other representatives.

Under UK Consumer Law these include the following:

¾    Where the goods are returned due to being faulty the consumer is entitled, under the Sale of Goods Act 1979 (as amended), to return the goods within a reasonable time after purchase and claim a full refund plus any other losses that have been incurred as a direct result of faulty goods being supplied, such as the costs of postage.

¾        Where faulty goods are returned the refurbishment charge, and/or delivery charges cannot be deducted from the consumers' refund.

¾     Additionally under the new Consumer Protection (Distance Selling) Regulations October 2000 you have the unconditional right to cancel an order. The law says that:

•   You must inform us within seven working days starting with the day on which they are delivered
•   You must ensure that you take reasonable care of goods and return them to us.
•   We must refund the money as soon as possible and at the latest within 30 days of receiving written notice of your decision to cancel.
•   You may only be charged at most for the cost of returning goods.

The detailed guidance for this new law is on www.dti.gov.uk/cacp/ca/bisguide.html