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FREQUENTLY ASKED QUESTIONS... ...if you can't find an answer to your question here, use our contact link above to send us an email with your enquiry - we'll get back to you as soon as possible. How to contact us: Snail mail: K-Play International, P.O. Box 110, Brigg, DN20 2AB Email: Sales: sales@k-play.co.uk Information: info@k-play.co.uk Accounts: accounts@k-play.co.uk Website: www.k-play.co.uk Telephone: 0800 75 66 586 (free!) Facsimile: 08456 444843 (local rate) Landline Facsimile: 02071174214 How to order: letter / postcard / email / fax / telephone Telephone Hours: Monday – Friday 9.00am – 3.00pm Is there a minimum order value? NO ! What do prices relate to? Prices are per sales unit excluding VAT. What do the prices include? Prices are net, including packaging, ex warehouse. Explain the VAT to me? If you are VAT registered, delivery will be VAT free – we must, however, have a valid UK VAT number for you - please quote your VAT No. on your order form. The reason for VAT free is that the point of supply is Germany - you will be invoiced directly by Gollnest & Kiesel KG. K-Play International accepts payment only on behalf of Gollnest & Kiesel KG. Your invoice will be notated in your VAT100 as an European supply in BOX 9. How will the goods arrive? Usually by UPS – unless otherwise instructed. Is there any discount? Although the prices are some of the most competitive in the country, a discount of 3% is offered on orders over £1000 net. We can also negotiate larger discounts for bulk buyers. How much is delivery? On orders up to £200 net, the charge is £7 On orders over £200 net, delivery is free. What about goods not delivered? Goods that cannot be delivered at the time of order will be cancelled – there are no back-orders. A delivery information sheet accompanying your shipment will inform you when these goods will be back in stock, you can use this information for placing future orders. This does not affect the net value of your online order in regard to freight costs. We suggest you use our online facility for checking whether goods you require are in stock - our facility is updated once a week. You can also telephone or email us regarding stock availability, before placing an online order and we will be able to give you real time information regarding availability. What’s the lead time? As little as possible. Stocks are kept high and despatch normally occurs within 48 hours. Delivery normally takes another 2 to 4 working days. If you work on one week from order to delivery you wont usually be disappointed. Is there new customer credit? Yes. We are looking forward to working with you, that’s why new customers (with satisfactory references) are granted credit of up to £1000. Invoices must be settled within 30 days – settlement of open invoices (regardless of whether this is within your credit limit with us) is expected before new orders are shipped. We normally work on the principle that when new stock is ordered, this means that what has been delivered has been sold and can therefore be paid for. Unpaid invoices are referred to a Debt Collection Agency. Will I be sent a Statement of Account? No, you will not. Statements of Account are a costly practice which incur administrative and postal charges. Were this to be done, these charges would eventually filter onto prices. We believe you prefer low prices rather than expensive bureaucracy. Do you have images I can use? Yes, of course. We have images of all products in convenient jpeg format. We can send you up to 10 images per email free of charge. Over 10 (this is due to mailbox limitations of many IP's)and we will send you images of all 1700+ products on CD. There is a £10+VAT charge for CDs. Please be aware that all images are copyrighted and may only be reproduced with written approval. We will expect to see copy of how the images will be used. You are also required to refer to the designer of the product. Can you deliver direct to my Customers? Under some circumstances goods can be delivered under plain cover for a small administrative charge. However, the contract of sale remains with yourself. Neither we or Gollnest & Kiesel KG will be drawn into any communication with your customers. How do I pay? We like this question. Easy again. By personal or business cheque Make cheques payable to Gollnest & Kiesel KG and send to our address above*. *Please Note: We will be phasing out cheque payments within the next catalogue period (2009-2010). Please begin now by setting up your bacs payment system to pay directly onto the Gollnest & Kieasel KG RBS bank account (details below). Please be sure to write your customer no. and the invoice and credit note nos. for which payment is being made on the back of your cheque*. *Without this information it may not be possible to allocate your payment to your account - this could result in orders being refused due to open invoices. By BACS or CHAPS? Please be sure to reference your payment with your customer no. / last four digits of your invoice no. i.e. customer no.= 30295/ invoice no. = 12001246. Therefore reference should be 30295/1246* *Without this information it may not be possible to allocate your payment to your account - this could result in orders being refused due to open invoices. By credit card? Payments by Visa and Mastercard are accepted. Please note that these payments will be taken net and will be processed by Gollnest & Kiesel KG in GBP in Germany. However, this will only be done when you have contacted us to approve payment. DO NOT ASSUME that because you have previously paid with a credit card that we will automatically take payment in future. Somewhat frustrating for you may be the fact that each time you want to pay by card, you must give us the details afresh. This is due to the fact that for your own security purposes we do not store any of your credit card information either online or on our own in-house systems - this means that as far as K-Play International is concerned, your personal credit card information is never recorded. We strongly recommend against sending any financial related information (including credit card information) by email. K-Play International will only accept information regarding credit card payment by telephone or in person. (all other information will be ignored and erased from our systems) And if there’s a problem? We probably wont know until you tell us. Use the Customer Feedback form on the left to contact us directly – we’re here to serve you! |
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