Terms & Conditions
Hook & Loop Fasteners
'Top Barn' Home Farm
Phone: 01767 222367
Email: sales [at] hookandloopfasteners [dot] co [dot] uk
Company number: 8259945
VAT Number: GB226 3355 21
Making A Purchase
Ordering online is easy - just follow these simple steps
After browsing through our shop, click on the product that interests you to expose a list of features and benefits.
To order, click Add to Basket where you may enter the quantity you require in the appropriate box (don't worry you can change your mind at any point up to confirming your order, also some pages within the site give you the option to enter a quantity before you add them to you shopping basket.)
View your Shopping Basket at any stage to amend your order.
Proceed to the Checkout when you are ready to make your purchase.
Complete your invoice address details.
Enter any delivery instructions, e.g; can be left with neighbour etc (all goods will require a signature).
Select your payment method from the options available. We accept all major credit and debit card payments including Visa, MasterCard, Switch/Maestro and Solo (we do not accept American Express) all card payments are handled by Creditcall, we also accept PayPal payments.
Click finish to confirm your order.
Print your receipt, if required.
Your order is now being processed, an email will confirm your order and details. Once your order has been dispatched we will email you confirmation.
We want you to be confident about shopping with us, should you have any concerns, please contact us. All orders for tapes are subject to a plus or minus 10% tolerance.
About your order:
All orders are dispatched at 2pm (Monday to Friday).
Payments can be made using Visa, Master Card, Delta & Switch/Maestro.
We will acknowledge your order by e-mail.
Once your order has left the warehouse, we will notify you by email.
For orders that do not match the address or postcode we will void or credit the order within 24 hours.
For high fraud score returns we will normally credit the card within 24 hours.
A recent (2011) change in EU regulations requires that consent must be obtained before using any cookie that is not strictly necessary for the functioning of the site. It is not yet clear how this will be interpreted in law. Our website software currently uses the following types of cookie:
Specifically excluded from the scope of the regulations:
ACTINIC_CART. Records the session file of the shopping cart.
Consent is obtained for the following cookies by agreement to the Terms and Conditions this is enforced in the checkout and orders can not be completed if the check box is not ticked, only then will the cookies load in order to complete the checkout process:
ACTINIC_BUSINESS. The login digest for logged in customers.
ACTINIC_CONTACT. Checkout 'Remember Me' function stores contact information to avoid the need for re-entering for subsequent orders.
Necessary for the correct functioning of the associated elements of the site:
ACTINI_REFERER. Returns the customer to the last page visited after completion of the checkout.
LAST_SECTION_URL. Used by the Back link on the Product Page, to return the visitor to the correct Section Page.
ACTINIC_RECENT. Records the image filename(s) for the Recently Viewed Products list, if enabled.
CART_CONTENT. Stores the cart value and item count for the shopping cart summary.
None of these four stores personal data. The first two expire on closing the browser. Expiry period of the second two is set for 24 hours.
At present there is no indication that the above cookies will be affected by the application of the new law. However we are monitoring the situation and will respond to any change that would negatively affect our website and your privacy.
Account FacilitiesWe do not offer credit accounts, therefore do not complete supplier forms, we are more than happy to accept a purchase order and supply a Proforma, but no goods will be dispatched prior to full payment being made, a purchase order will not reserve stock.
Shipping And Handling
*Free delivery on order values over £120 is only available to the UK this does not include some of Scotland and N. Ireland. Full details on our carriage charges and delivery areas can be found in our delivery section and within the delivery info tab on every product, this advises stock and availability of items and it is important that you read this information so you are aware of any potential lead times, especially when selecting express delivery at the checkout.
Please note that if you wish to cancel your order you must notify us immediately, as we generrally dispatch orders the same day, the fastest method of contacting us to cancel is here. If your order consists of more than one product, and we are out of stock in part, we will notify you, however we may choose to ship part of your order separately, to minimise the inconvenience to you, you will not be charged extra shipping if we choose to ship your orders separately.
We can not be responsible for delays in delivery once your order has left our warehouse, therefore are not able to offer any form of compensation should your order not arrive in time, please do not arrange for any work to be carried out until you have received your goods.
*We are a mail order only business and can not offer any collection of goods unless agreed before hand, please call us to make any arrangements.
For the UK including N. Ireland and the Channel Islands, please allow 2 to 3 working days for delivery.
For Europe including S. Ireland please allow up to 7 to 10 days for delivery.
For Outside the UK & Europe, please allow up to 10 to 14 days for delivery.
If any order has not been received after 14 working days from the day after you received your dispatch email please contact us so that we can resolve the issue and track your parcel as soon as possible.
*Stock items are dispatched the same day when ordered before 2pm Monday to Friday. Made to order, back order and pre-order items are dispatched when stock becomes available. We provide lead times on each specific page.
Should our stock control fail and your item is not in stock, we will place it on back order for you. You will always be notified by email with the option to cancel your order. In most cases we will include a delivery timescale when we are out of stock, so that you have an idea of how long your order will take.
Special Order Items
We offer custom options including coloured tapes from Alfatex and Velcro companies, once in production they can not be cancelled or altered, you will be liable for the full cost. These custom orders can only be cancelled within the first 3 working days of placing the order. During busy times production can take up to and over 10 weeks, though normally orders are completed in 2 to 3 weeks; please get in touch for manufacturing lead times before placing an order should you require a confirmed delivery timescale.
EU Tax ChargesOrders where delivery AND invoice address are loacted in the EU can select exempt VAT in the checkout and enter your company VAT number. *Please note that the VAT number is checked by us before dispatch and if not valid we will charge the Value Added Tax back to you or void the order completely.
If the order is placed and the VAT exempt box is not ticked and your valid company VAT number is not entered in the box, subsequently VAT will be charged on the order we will not under any circumstances then be able to refund this Tax, you will need to claim this back through your own accounts.
Credit Card Security
You and your relates to the natural person reading this document that is: considering purchasing, has purchased from Hook & Loop Fasteners or is making an enquiry.
HOW WE USE YOUR PERSONAL DATA
We will use the personal information you supply to us in the course of submitting an order for the purpose of fulfilling that order.
Along with, or instead of, placing an order you may have sent an enquiry to us, in which we will use the information youve provided to respond to and answer the enquiry.
We may contact you by telephone, email or other means in relation to your order, for example: notifying you of delivery status, updating you on stock availability or informing you of changes with the order. You cannot opt out of these communications. We will never combine these communications with marketing promotions that you have a legal right to opt out of.
We may use your data for marketing purposes but will always provide a means for you to opt out. We may occasionally use the data you supplied, in our own Legitimate Interest, to send details of products and services that we believe may be of interest to you. We will never use your data in a way that conflicts with your own legal rights and interests.
If we share information with a third party, such as a payment gateway or delivery company, their use of your data will be limited to the purpose of fulfilling your order.
After your purchase, we use a third party customer feedback service to send you an email and request for your feedback, which you may choose to leave. The feedback is held on the customer feedback services website and on our website. The service provider we use is Reviews.io who act as our data processor for us as the data controller.
We will make our reasonable endeavours to ensure that all third parties treat your personal data in a legal and appropriate way, we can confirm that Reviews.io delete your data after 60 days, they only use UK servers and encrypt all contactable data, this is why we chose to use the review services they offer over other 3rd party collectors.
We endeavour not to transfer the data of EU citizens outside the EU but where we cannot avoid it we will only do so via a third party that have conformed to all of the appropriate EU legislation providing equivalent protection to that if the data was retained within the EU.
WHAT DATA DO WE HOLD?
We hold the personal data that you supplied in the course of placing your order or enquiry.
The data normally consists of: product information, transactional information, fraud checking information, name, address, phone number, email, special delivery instructions and potentially other information to ensure the successful completion of your order.
We may hold notes of our communication with you through different channels including, but not limited to: email, live chat, CRM (Customer Relationship Management system) and phone.
We will not seek personal information from you relating to race, religion, political affiliation, trade union membership, sexual orientation, medical or genetic history and we ask you not to provide such information to us under any circumstances.
HOW WE HOLD YOUR PERSONAL DATA
We will retain the personal information you supply to us in the course of submitting an order or an enquiry, for the purpose of fulfilling that order, responding to or processing that enquiry.
If you place an order, we will retain an electronic copy of your invoice data for the period required by HMRC, after which we will delete it.
Your information will be: securely stored on hardware that has limited access to only relevant persons; and on a server maintained by a third party such as a web host. Whether held by us on our hardware, or on our behalf by a third party, it will be kept secure and protected from unauthorised access using all reasonable means.
CO-OPERATING WITH LEGAL AUTHORITIES
If requested, we will pass information about you (and if relevant, your business) to legal authorities who have the legal right to demand such data.
We may source data from publicly available lists of contacts to use only to target advertising as described above and again under Legitimate Interest. We never use this data to directly contact you.
Our Legitimate Interest is to provide marketing information to people who have shown their interest in our products. We also have a Legitimate Interest in finding other, similar, people and we may use your email address or phone number to help find such people without any detrimental impact on you and our advertising suppliers similarly have a Legitimate Interest in displaying the most relevant ads.
The third-party processors that we use are large responsible companies or organisations and we are sure they have appropriate technical and organisational measures in place to protect your data. Many of these use sub-processors themselves such as cloud services like Amazon Web Services or Microsoft Azure to run their own services. In the case of payment processors, the entire banking infrastructure lies behind them and they pass data to Visa, Mastercard, other similar schemes, the relevant card issuer and acquirer.
We may use personal data for automated decision making; we may send you emails, notifications or other communication that are tailored to you and based on your purchasing history.
Some advertisers, particularly Facebook and Google (but there are others), are used by us and decide what advertisements to show to people based on automated processing of personal information, in order to make those advertisements as relevant as possible to the people who see them. These advertisers should provide the means for you to opt out of such personalisation.
If you have engaged with us, but never placed an order, you may request the complete deletion of your details from our systems. Whether or not you have placed an order, you may request us never to contact you again, and we will comply with your request unless you make a further enquiry with us.
You have a number of rights in addition to those mentioned above, including access to the information (the right to be informed). If we process your data for marketing purposes on the basis of your Legitimate Interest, you have the right to object. You also have the right to withdraw your Consent to being marketed to, if you previously gave your Consent.
You have the right to see the data held about you and to receive a copy. You have the right to have any errors corrected. You have the right to ask and be told where your data came from.
You can exercise any of these rights by contacting us using the details below.
You have the right to lodge a complaint with the Information Commissioners Office (ico.org.uk) if you believe any of your rights are being infringed.
HOW TO CONTACT US
If you have any questions or concerns, please do not hesitate to contact us through our our contact form., or by phone on 01767 222367
Should a replacement product be required we will arrange for a collection of the faulty/damaged item at the same time the replacement is delivered, this will minimise the inconvenience to you. Please make sure that the item due to be collected is securely packed, wrapped or boxed, as the postal service/couriers will not collect non-packaged goods, if this is the case they will be unable to leave the replacement and we can not offer any refund. Should the return item be unavailble you may be liable for a second collection/delivery attempt charge of up to £7.30.
If you require a refund, we will credit your origional payment method within 14 days of receipt of the returned product. Please note that the delivery charge is non-refundable. For faulty goods, we will either replace the goods or refund you in full (including delivery charges) refunds for faulty goods are made within 14 days of receipt.
Your statutory rights are unaffected.
You may cancel your order at any stage before, and up to 14 days after the goods are delivered to you by notifying us in writing at the address or emailing us. We aim to process your order for dispatch on the same day of receiving it. Consequently, even if you do cancel your order shortly after placing it, it is possible that we may be unable to prevent goods you have ordered being dispatched to you, if this is the case, you will then be required to return the order to us at your cost.
Excluded from our returns are special order items, custom made straps and any "Cut To" items including any items purchased by the metre, these can not be returned as they have been specifically cut from larger drum rolls.