Q. Do I need to register to make a purchase?

A. You can browse our web site without the need to register. However, if you decide to purchase a Bond Telegram from our web site you will need to register. Registering allows you to keep track of your order and provides a means for us to contact you regarding any queries which may arise.

When you register you will be required to provide an email address and password which you will use to gain access to your account, your account can be accessed anytime by clicking the 'My Account' link. During the registration process you will also be required to provide personal details such as your name, address and contact details.

Once you've registered with us, you only need to 'Log in' next time you wish to place an order to use your saved personal details, your details can be amended at anytime within your 'My Account' area.

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Q. I am a new customer how do I register online?

A. You can register anytime by clicking the 'Register' link at the top of our web site, simply fill in the online form and an account will be created for you. You will also be able to register, if you have not already done so, during the checkout process.

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Q. How do I place an order?

A. Orders can be placed directly from our web site by simply choosing the 'Bonds' you require, such as 'Wedding Bonds', and filling in the required information via the online form. This will provide us with the personalised information required to create your 'Bonds'. Once you have provided and reviewed the information simply click 'Add to basket' to add your items to your basket.

At this point you will have the opportunity to either continue shopping or checkout. Once you checkout, you will have to log in, if already registered, or register.

Once you have completed the above you will then be required to make payment by credit or debit card. Payment processing is handled by our chosen merchant 'Barclay Merchant Services', Bond Telegrams do not have access or store any customer card details. Once payment is received the creation of your Bonds will start and you should receive your items within 14 days.

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Q. Do the prices include delivery and VAT?

A. All prices on our web site are shown in Sterling and include delivery to any UK mainland address. Prices are inclusive of VAT, where applicable, at the current rate. We reserve the right to amend prices if there is a change in the rate of VAT.

Please note, if in the unlikely event a pricing error occurs on our web site we will correct the price and ask you to confirm whether you still wish to make the purchase at the correct price. We will not accept an order if there is a pricing error.

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Q. What payment options do you offer?

A. We accept Visa and Mastercard debit and credit cards as methods of payment on our Web site. The payment will be debited from your card as soon as your order is confirmed.

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Q. What should I do if my credit/debit card has been refused when placing an order?

A. If your credit or debit card is refused whilst placing an order please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.

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Q. Do I receive any confirmation once I have placed an order?

A. Yes, once payment is made, we will send an order confirmation by e-mail. This confirmation will acknowledge safe receipt of your order, confirm successful payment and let you know the 'expected dispatch date' (EDD).

Because each Bond Telegram is individually created as a one off, the 'expected dispatch date' should be treated as a guide only and not as a guarantee that your Bond Telegram will be dispatched on that date. It is important that time critical orders are placed far enough in advance to allow sufficient time for your Bond Telegram to be created and delivered.

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Q. What do I do if I have forgotten my password?

A. If you have forgotten the password for your BTC account, simply click the 'forgot password' link on the 'Your Account' sign in page. You will be required to enter the email address set up on your account to verify your identity and then we will email the password reset procedure.

If you no longer have access to the email account associated with your BTC account, please contact customer services via our contact page.

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Q. Is the information you give us confidential and safe?

A. Yes, absolutely. All payment processing is undertaken by our nominated third party payment processor who is 'Barclay Merchant Services'. This means you can have total confidence in how your information is handled and treated. None of your credit or debit card details are at any point held or available to us.

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Q. A communication has requested my password or financial details, what should I do?

A. Bond Telegram Company takes the security of your transactions and personal information very seriously. We will never ask for your account password or your bank account details by email. If you are contacted or receive an unsolicited email, which asks for your password or personal banking information, disregard the request and report the communication to us for investigation.

Please note that email correspondence is not a secure means of communication. Please do not send sensitive information, such as passwords or credit card information, via email.

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Q. How will my Bond Telegram be delivered?

A. Each Bond Telegram we create is treated as a high-value item and quite rightly so. Delivery is always via one of our designated couriers, who has been carefully selected to ensure your precious Bond Telegram is delivered in perfect condition. At the point of delivery, our designated courier will require a signature of acceptance from a responsible person over the age of 18.

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Q. How will I know when my Bond Telegram has been dispatched?

A. We will send an email to the primary email address you gave when you created your BTC account to let you know that your Bond Telegram has been dispatched, you will also be able to track the progress of your order in 'My Account'. If available you will also be given a unique tracking number.

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Q. What if I'm not happy?

A. Everything we do is geared to achieving 100% customer satisfaction. That means getting everything right each time and every time. Here at BTC we don't just talk about a customer first mentality, we live and breath it. Our aim is to continuously over-deliver on expectations, and this fanatical approach to customer satisfaction runs right to the very core of our business. We want you to be completely satisfied by the finished article, and we'll do whatever's necessary to make that happen. And that's our promise to you.

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