Frequently Asked Questions (FAQ)

We have generated a comprehensive list of FAQ's as below. Please read through this list before calling our customer services department, there is a good chance that you will find a quick answer to your question.

I want to place an order on behalf of my School but we don't have a Credit Card. Is this possible?

A. Yes, you can simply fax your order to us on 02380 750227. Please ensure your Purchase Order is printed on your School headed paper and include full delivery and invoice addresses. On receipt of your order, we will send the goods and include a copy of our invoice for payment. Please send a cheque for payment on receipt of the goods.

A. During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them.

How secure is buying over the web, I've heard horror stories about other Internet companies?

A. If we look at the security issue first, when you type your credit/switch card number into our site, our web site is in secure mode. This means that the information you type in will be encoded and our server decodes it. In layman's terms this means that anyone "listening" to traffic en route will be able to make no sense of the number. Our system the "Secure Socket Layer" works, every trading web company uses it. You will be able to tell if you are in secure mode when a little padlock appears bottom right of your screen.

Secondly if you are a UK resident using a UK issued card for a transaction over £100 you are automatically protected by Section 75 of the Consumer Credit Act 1974. This means that if a trader fraudulently charges your card for something that you did not order then the credit card company are equally liable for the debt. In practice this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Given the above, in practice putting your card details into a secure Internet site are much safer than giving them over an unsecured telephone line.

A. Yes, you can use our Mail Order service. CLICK HERE to view and print a Mail Order Form. Simply complete the form and post it to us, together with a cheque to cover payment. Alternatively, you can use your PayPal account if you have one.

Once you have my email address and personal home/business address, is it your standard practice to send unsolicited mail?

A. At Talking Products Ltd we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore once your data is with us. We will not pass it on to any other companies.

A. All of our prices and stock availability information is displayed in real time, therefore whenever there is a price change the new information is immediately reflected to our web site. Our system has been written in this way so that we can provide you with the correct information prior to you purchasing.

If I place an order with Talking Products Ltd will it all be dispatched together or in bits and pieces?

A. Any order that you place with us will be dispatched together, if you are in need of an item before others on the same order then you should separate the order. Only when all items are in stock will your order be despatched.

How can I pay for my order?

A. We currently accept Visa/Visa Electron/Mastercard/Solo/Debit, Switch and PayPal. Additionally, we accept cheques for Mail Order requirements.

Please make all cheques payable to:

Talking Products Ltd.

And send to:

Talking Products Ltd
210 Mauretania Road
Nursling Industrial Estate
SOUTHAMPTON
Hampshire
SO16 0YS
ENGLAND

Can you ship my order to my work address?

A. You can specify an alternative delivery address. By specifying an alternative address it may delay your order by 24 hours due to the security checks that we need to perform before despatching your order.

Can I call Talking Products Ltd to place an order?

A. Yes, but in most cases you will find that our web site has been designed so that any assistance that you need to place an order can be found on our web site. This enables us to reduce our support staff overhead and therefore pass those savings on to you. If however you can't find the help that you need please do call us and we will assist you in placing your order.

If I've placed an order on your site, am I able to amend it later?

A. If you're order has already begun to be processed then you will not be able to amend your order. We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible.

If I have a problem with a product that I have ordered from you, how do I get help?

A.You should start by sending an email to sales@TalkingProducts.com explaining your problem. You will be contacted by one of our Customer Services team within 24 hours by phone or email to resolve the problem.

What shipping options are available to me?

A. We aim to despatch all orders within 48 Hours. When checking out through the Shopping Basket section, you can choose between standard 1st Class post or Royal Mail Special Next Day Delivery. If you are ordering from Northern Ireland / EIRE or the North of Scotland, then your order could take up to 3 working days. If you are ordering from another country in Europe or anywhere else in the World then your goods could take up to 5 working days to be delivered.

I sent a product back for replacement. How long will it take until I get my replacement?

A. You should receive a replacement or credit within 10 working days.

I need to find out more information about a product, what do you suggest?

A. In the rare event that you cannot find the relevant information on our site then simply give us a call and speak to one of the members of our Sales Team.

If I am not home when the couriers try and deliver my order what happens to it?

A. If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first) Identification will be required on request.

If I place an order over the weekend when can I expect to receive it?

A. If you place it on a next day service then you can expect to receive it the following Tuesday.

Can you specify a timed delivery?

A. Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am-6pm Mon-Fri. However you may contact the couriers once the order has been dispatched and ask them for an approximate delivery time, but there are no guarantees.

If I place an order and something is out of stock what happens to the rest of my order?

A. Unfortunately if something is out of stock on your order then we will not dispatch any of your order until everything is in stock. If however an item has been showing out of stock longer than the quoted lead time on our site then please contact our Customer Support Team and we check the availability of this item for you. In general the best solution is to cancel the out of stock item(s) off the order so the rest of the order can be dispatched forthwith, or alternatively you may choose to wait for all of the items to arrive in stock before the order is dispatched.

When do you take payment for my order?

A. We do not charge debit / credit cards until the order is ready to be shipped. All orders that are placed will only be charged when the goods are ready to be dispatched. Your order will only be processed once authorisation of your credit / debit card has been properly received.

Will I receive an Invoice with my goods that includes VAT detail?

A. Yes, all orders are sent out with a copy of the Invoice.

What is the Time Limitation for Notification of Claims?

A. Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier's delivery consignment note and it will be your responsibility to inform us within 2 days from delivery.

Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 2 days from delivery.

Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this.

Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date.

What is the Customer Support opening hours?

A. We are open Mon-Fri 9am-5.30pm. Unfortunately we do not work weekends and bank holidays. If you need to contact us outside our opening hours then you will be able to leave a voice message on our Answering Machine.

What happens if I am unable to check the contents of my goods at point of delivery?

A. If you are unable to check the contents of the package at time of delivery please sign for the goods as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.

I have been sent the wrong item, how do I report this?

A. You should start by sending an email to sales@TalkingProducts.com explaining your problem. You will be contacted by one of our Customer Services team within 24 hours by phone or email to resolve the problem.

How do I return a product to Talking Products Ltd for replacement / refund?

A. Once you have confirmed your request for return via email, (as above), please send the goods to the following address:-

Talking Products Ltd
210 Mauretania Road
Nursling Industrial Estate
SOUTHAMPTON
Hampshire
SO16 0YS
ENGLAND

What happens if my order is dispatched and I cannot take receipt of it, for reasons beyond my control?

A. The couriers will hold the goods for up to five days before returning the goods back to us. If you are able to contact either Talking Products Ltd or the couriers, arrangements can be made, for the order to be held at your local depot until you are available to collect.

What happens if I receive my order and it is damaged, or there are items missing?

A. This must be reported to Talking Products Ltd as soon as possible and we will take the appropriate action.

What happens if the courier confirms that they have lost my parcel?

A. This must be reported to us straight away. We can then take this matter up with the Couriers, so that they can investigate this matter.

What happens if I don't receive my order and I placed it on a Next Day delivery?

A. If your order is not received on a Next Day Delivery, you must report this to us and we will investigate the reason for this with the couriers

Do Talking Products Ltd have standard trading Terms and Conditions?

A. Yes, to view our company Terms and Conditions, please CLICK HERE.