Frequently asked questions

How can I get in touch with someone if I have a problem?

You can contact me from the Contact form or write to me at: 1st floor, 65 King Street, Belper, Derbyshire, DE561QA. Or feel free to call us on 01773687727 (Monday to Friday), 9am to 4pm.

What do you charge for postage and packaging?

We have a UK set cost of £4.00 pp and for international orders a set cost of £8.00 pp. . So for 2 or more mugs a flat rate of £4.00 for UK and £8.00 for International Airmail apply.

When will my purchase be delivered?

Orders will be dispatched within five to ten working days of ordering. Please note it is possible for deliveries to take a little longer in peak times.

My order has not arrived, what do I do?

UK Orders
We use The Royal Mail 2nd Class mail as our UK Delivery Service.
Our delivery aims are: Two or three working days, including Saturdays

For items posted in the Christmas period (first Monday in December to the first working day following the New Year public holiday) a further working day (2 working days for redirected mail) will be added to the due day for delivery.

Items sent by 1st Class, 2nd Class and Royal Mail Signed For™ are not classed as lost until 15 working days after the due date.

All claims must be submitted to Tone Cartoons Ltd within 3 months.

Please feel free to contact me with any worries you may have.  I will confirm your order dispatch date and provide proof of your orders postage.

Remember to provide your order number and delivery address when contacting Tone Cartoons Ltd.

International Orders
We use The Royal Mail Airmail as our International Delivery Service.

Our delivery aims are:

  • Western Europe within three working days
  • Eastern Europe within five working days
  • the rest of the world in five to seven working days.

We cannot accept a claim for loss unless at least 20 working days (for items posted to Europe) or 25 working days (for items to the rest of the world) have passed from the due delivery date. All claims must be submitted to Tone Cartoons Ltd within 6 months.

Please feel free to contact me with any worries you may have.  I will confirm your order dispatch date and provide proof of your orders postage.

Remember to provide your order number and delivery address when contacting Tone Cartoons Ltd.

For more information about The Royal Mail delivery service go to: www.royalmail.com

 

A few Tips to help you  track down your order.

  • Call your post office or shipping office and verify that for whatever reason it is not at the company waiting on you to claim (a lot of the time for whatever reason packages are just at the post office and people did not see that tiny orange package claim post card).
  • Ask a neighbour if they have excepted your delivery  and forgotten to pop it round to you.

Please do not worry you will get your order, it is insured but I must wait the allotted time by The Royal Mail before I can dispatch your replacement.

How do I return a purchase?

We’ll refund or exchange any items that are returned to us within 14 days, providing they are returned in the original packaging and unused. We will ask that you arrange and pay for the return, unless they are faulty. Please include a covering note with any returns stating your order number, your name and your reason for return and post it to: 1st floor, 65 King Street, Belper, Derbyshire, DE561QA.

For more information refer to our Terms and Conditions Page.

I have seen a product but it no longer seems to be in stock?

If we are out of stock of an item you can see when it will be back in stock on the product page. If we are no longer selling an item then it will be removed from the website.

Are my personal details secure?

We use the latest in secure server technology to ensure that all personal and transactional information is protected to the highest standards. We only store your name and address details to make it easier for when you make another purchase. Your personal credit card information is not kept on the system.

What if I forget my password?

Click this link ==> Lost Password and I will send you a nice new one. Remember you can change your password any time at the Change Password Page or follow the link on the my account page.

Do I need to set up an account to make a purchase on the Online Shop?

Yes you do need to set up an account to make a purchase through the online shop, and you can process full orders through the guest log in. You will be asked at the end of the purchase to set up an account, which does make future purchases easier as we store your address details (your card details are not stored on our system for your security).

Tone Cartoons Shop is giving you 30% off with coupon code: DALEK until 31st of August