If writing please ensure we have your full card number and expiry date, Switch cards normally have an issue number - This is required!

Cash should only be sent by Registered post, UK£ or US$ only please. Cheques & Postal Orders payable to 'Key Mail Order'. Please allow 10 days for cheque clearance. Overseas personal cheques are not accepted. Cash refunds are not issued on overseas orders, credit notes or cheque refunds only.

International Money Orders or Bank Drafts must be in Sterling, please ensure that your full name & address and the items required are listed on the pink advice slip which is attached to your Money Order.

In stock items will normally be despatched within 24 hours, if the item you have selected is out of stock, it will be supplied as soon as possible. We will hold part orders (where 1 item is out of stock) until the order is complete, unless specifically requested not to do so. All orders remain on our system until supplied, or until we confirm a cancellation request via email.
Under UK trading laws we have 28 days in which to supply an order and any cancellation before this period is discretionary.

Ownership:
All goods remain the property of "Key Mail Order.Com Ltd" until payment has been received in full.
We operate a Civil Recovery Program to recover our costs and losses for any theft or fraud.

Credit Cards:
We accept Visa, Mastercard, American Express + Debit Cards
Credit Cards incur a 50p per transaction (not per item)
Cards are only charged at the moment of despatch.
Exceptions to this are clients with whom may have had card charging difficulties previously, or where a deposit may be charged.
If you wish to query a charge please do so within 2 months of the charge appearing on your statement.

Post & Packing:
Advertised rates apply and are per package.
Oversize items may be priced individually, please enquire when ordering.
We only undertake to deliver to the address given, not to the client directly in person.
Any signature given at the address will be regarded as adequate proof of delivery.

Lost Items:
The Post Office will not take a claim from us until 10 days after posting. If an item is lost we will lodge a claim. We may have to await their reply before sending a replacement, as they will forward any lost parcels that are found when a trace is instigated.
Refunds will only be issued on a lost/damaged parcel once Post Office/Carrier enquiries are completed.

If Postage & Packing is underpaid we may at our discretion still supply the order, but will undertake no work, if lost, other than to provide you with the information to make any claim against the carrier yourself.
Underpayment may also mean that the parcel may not be adequately insured in the event of loss and we will not accept liability for any difference between goods value and compensation paid by the carrier. If the correct P&P is paid, you will be covered in full against loss or damage.

Special Orders:
Items may be special ordered at the request of the client. All such items are supplied on the understanding that we are not responsible for the track listing or content. We will do all we can to supply information that may help your order, and will stand by information WE give you, but we are not responsible for descriptions from other sources (websites, reviews other adverts etc..,)

Imports:
Please be advised that all items imported from outside the UK for your order are considered "Special Orders" for the purpose of the Distant Selling Act.

DVD's:
Every client has a different machine. YOU must make sure that the DVD you are buying is compatible with your player.
UK DVD's will play on standard UK DVD players, however, if you buy any NON UK DVD you must make sure you can play that Region/Format as we CANNOT take returns on DVD's that won't work because your machine can't read/load it. Check your DVD & TV Manual First!

Returns:
Unless specified, all items we sell are new. If you have any reason to return an item, please contact us first.
When you contact us, we will advise how to return and whether to return by Standard, Recorded or Registered Mail.
In all circumstances you MUST get and keep a proof of return.
Reasonable Postage Costs will be reimbursed only on goods that are faulty or have been sent in error.
Please ensure a letter, with a contact telephone number accompanies any return.
Returns can only be processed when an item is received at our office.

Faulty Items - these will always be accepted back and we will, in the first instance, try and send a replacement. If a replacement cannot be sent then a refund will be issued, unless we are advised that you would like an alternative.
We reserve the right not to take returns where there is no fault with the product. If, at our discretion, we do take a return, a Credit Note (not redeemable for cash) will be issued. Any costs we incur may be deducted accordingly.

Due to the advent of CD and DVD Copiers, we are unable to accept any returns where the item has been opened.
Claims: Any claim for damage or shortage must be made within 7 days of receipt of your parcel.
E&OE