Below is a list of commonly asked questions together with answers. If you cannot find what you are looking for please .

• General Questions
• Purchases
• Carriage

General Questions

• Do you send out samples?

Samples of rigid and folding stock boxes can be purchased on the relevant product pages in the shop section of the website.

We supply swatches of tissue paper colours free of charge.

• Do you have a brochure?
  
  No. All of our products are featured on our Website which is updated regularly. We find this is the most effective way to ensure all product details are current.

Purchases

• How do I place an order?

Placing an order with us is very easy. Just browse through the products in our shop and add any items that you wish to buy into the shopping cart. You can see how many items and the value of your order in the top left-hand corner of the screen. Once you have finished shopping, click on the 'Checkout' button and you will be asked for a few details that are necessary for us to complete the order. Please note that for security reasons, your name and delivery address must match your cardholder name and address, otherwise your order will be rejected.

We accept payments by credit and debit card securely via Sage Pay. Once you have made your payment you will receive two emails. One from Sage Pay confirming that your payment via credit/debit card has been made and also an email from us confirming that we have received your order.

Please note that for any orders with a value of £50.00 or more placed via Sage Pay, you must be registered with the 3D Secure Verified By Visa or Mastercard SecureCode schemes. This is a fraud prevention measure we have introduced and it exists to protect both ourselves and our customers. If your card is not currently registered for this scheme, you are able to quickly register when prompted at the Sage Pay pages at the checkout in order to complete your transaction.

• How do I know if my order has been received?

You will be sent an order confirmation as detailed above.

• Is payment secure?

Yes, all payments are 100% secure. Our payment service provider partner is Sage Pay who is the largest independent Payment Service Provider in the UK. All transaction information passed between Twinklepeeps and Sage Pay is encrypted using 128-bit SSL (Secure Socket Layer) certificates. Sage Pay is fully approved as a Level 1 compliant provider under the Payment Card Industry Data Security Standard (PCI DSS). This is the highest level of compliance. No cardholder information is ever passed unencrypted and any messages sent to Twinklepeeps from Sage Pay are signed using MD5 hashing to prevent tampering. None of the information passed from Twinklepeeps to Sage Pay can be inspected, used or changed by any third parties attempting to gain access to sensitive information. For further information on Sage Pay click here.

• What happens if the item I want to purchase is out of stock?

If an item is out of stock this is generally indicated within the product description. If you require an item urgently or you require a large quantity, it is always best to email us before placing an order and we will confirm stock levels.

• What happens if I want to return an item?

You can return items within 7 days of receipt (Certain exclusions apply. Pleae refer to our Terms & Conditions for further information). If you need to return an item, please read our Returns Policy for detailed information on the process before sending your order back.

Carriage

• How much is delivery?

For packs of gift boxes, there is a flat rate delivery charge of £9.95 excl. VAT.

For reams of tissue paper, there is a flat rate delivey charge of £10.00 excl. VAT for up to and including 6 reams. Each set of up to and including 6 reams thereafter is an additional £9.50 excl. VAT. If you require more than 6 reams please email us as we will need to process your order directly.

The above costs are based on delivery to mainland UK (excluding highlands & islands). For carriage charges to these destinations please email us for a price.

All products are sent via courier and will require a signature upon delivery.

The delivery cost for a sample box is included in the price displayed.

• I need my order urgently - What can I do?

If items are in stock, we can send them out on next day or timed deliveries. Please email us your delivery address and we will confirm the charges.