Terms & Conditions

Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service.

We will not pass on your personal details to anyone unless you have given us your consent.

We will give you the chance to refuse any marketing email from us or from another trader in the future.

The type of information we will collect about you includes:-

* your name
* address
* phone number
* email address

We WILL NOT use the information we collect to contact the Children directly or indirectly in anyway whatsoever other than to singularly facilitate the scheduled communication from The Big Red Box as requested by you as the customer.

We do not have access to your credit or debit card details. These are processed securely by Nochex.

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with the law.

If you have any questions/comments about privacy, you should contact:-
sales@thebigredbox.co.uk

We expect you to be delighted with your letter from The Big Red Box. However, in the unlikely event of your letter arriving in a damaged condition we will send a replacement letter if practicable, or issue a refund. Should you be unhappy with the letter or our services please contact us at sales@thebigredbox.co.uk or by telephone 0161 976 5151 with your order details. You will then be entitled to a refund from us, which will be paid no later than thirty (30) days of your notification.

Cancelling your Order:-
Customers are entitled by law to a seven working-day cooling-off period during which they can cancel their contract. To cancel your order, prior to your dispatch date, please send an email to sales@thebigredbox.co.uk with the order details and your instruction to cancel or alternatively contact our office on 0161 976 5151.

Feedback and Complaints:-
You can email your comments about your experience of using our site to us at:-
sales@thebigredbox.co.uk

We will aim to deal with any complaint in a confidential and efficient manner within 24 hours of receiving it.

In the event that you wish to write to us, our address is:-
4 Okehampton Crescent, Sale, Cheshire, M33 5HR, UK and our telephone number is:- 0161 976 5151.

Frequently Asked Questions

If you have any questions regarding our site and service you will probably find the answers here. If you can't find the information you're looking for please go to 'contact us' and send us an email, or alternatively visit us via our Live Chat buttons.

Q: When is the best time to order an Easter Bunny Letter?

A: NOW! As you can appreciate Easter is a very busy time. To avoid any delays we suggest that you order your letter as soon as possible.

Q: I am concerned about sending my child's details over the internet

A: Please don't worry. We use a secure connection which will prevent anyone from intercepting your order details during the ordering process.

Q: Are payments made by Credit or Debit card on your website safe?

A: Yes 100% secure - we use Nochex to process our card payments.

Q: What is Nochex?

A: Nochex is the one of the UK's leading independent providers of 'complete' secure online credit and debit card payment services to many thousands of small and medium size businesses in the UK.

Q: What forms of payment do you accept?

A: We accept Mastercard, Visa, Visa Electron, Maestro and Solo. As we are an Internet only company, we can only accept payments online and therefore cannot accept cash or cheques.

Q: Why have I been charged by credit/debit card before the letter has been posted?

A: This is to verify the payment in time to avoid any problems or delays during the busy dispatch period.

Q: How old does my child have to be to receive a letter from the Easter Bunny?

A: From a day old with our special 'Baby's First Easter' letter to one hundred years old for someone who's still young at heart! Really, there is no age limit!

Q: When is the final order date to ensure delivery for Easter?

A: In the UK, before noon on Wednesday 31st March 2010..

Q: When will my letter be posted?

A: Letters will be mailed by 1st Class Post week commencing 29th March 2010.

Q: What happens if my letter does not arrive before Easter?

A: We have designed our system specifically to avoid this problem. However, sometimes events can occur that are outside our control. In the unlikely event that this happens we have a full unconditional money back guarantee.

Q: Do you offer a money back guarantee?

A: Yes we do! Absolutely! We want you and the letter recipient to be 100% satisfied with our letters. We offer a full 30 day money back guarantee, from the date the letter was sent, should you decide that we did not meet your standards. Within the thirty-day period simply return your letter and envelope for a full refund. Your 100% satisfaction is our goal.

Q: What can I do if I don't like my letter?

A: We have gone to great lengths to ensure that our letter is of the highest quality but in the unlikely event that you are not satisfied with the letter, please return the letter and envelope to us and we will refund you the full purchase price. Please contact us at sales@thebigredbox.co.uk with your order details for further details.

Q: Can I change a letter once I've ordered it?

A: Yes. Please do not hesitate to contact us by telephone, email or via our online Live Chat facility with any amendments required to your order(s).

Q: I cannot find the answer to my question - how do I contact you?

A: Please visit our 'Contact Us' page where we offer several different methods of contact..