Please read through our terms and conditions carefully as you are bound by them when you shop with Knock on Wood . If you do not agree with any part of the terms and conditions you should not place your order, but contact us to resolve any issues.
Delivery
We aim to ship upon of receipt of an order, subject to stock availability.
Please note that orders over £95 will be sent by a 'signed for' service, and you need to provide an address where someone is present to sign for the goods. If you are not there, the couriers will leave a card allowing you to contact them to arrange re-delivery or collection from their depot but be aware that this maybe be some distance from your address. If there is no attempt made to contact the courier the goods may be returned to us and we reserve the right to charge for the costs involved
Delivery is charged at cost, based on the total weight of the items in packaging, except for larger and bulky items when volume may take precedence. Stock levels are not shown on the website, but if an item is displayed on the web, it means we have at least one item in stock at the warehouse unless it is described as a special order item. An item may be unavailable if several customers place similar orders at the same time.
Knock on Wood is happy to ship worldwide. We prefer to use a tracked and insured service - especially for international deliveries. Your order may be subject to delays and charges by customs on arrival in non-EU countries, for which you will be responsible
Christmas deliveries can take longer than expected. Please check that an item is available if you need it in a hurry.
Intellectual Property
All content of our website including logos, trademarks, photographs and written text are the property of Knock on Wood and its suppliers. None of the content or software held on this website may be reproduced, copied, sold or downloaded without prior written consent from us directly.
Ordering
You can place an order on the website at any time, or over the phone by calling 01728 598600. Phone lines are open Monday to Friday 9am-5pm. At all other times a message can be left, and we aim to reply to messages with 48 hours, if not the same day. Messages received during the weekend will be replied to the following Monday morning so please make sure you leave a contact number which is available on Monday am.
Contract
By making an order on the website or telephone you agree to these terms and conditions. By completing and submitting the electronic order form (or proceeding through the 'checkout process') you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither submitting an electronic order form or completing the checkout process constitutes our acceptance of your order.
Methods of payment
We accept Paypal online, and card payments both online and over the telephone. We have been trading online since 1997 and we assure you that when you give your payment details online they are totally secure. All payment details are validated and processed by SagePay who use the very latest SSL (Secure Socket Layer) encryption technology. As no credit card details are held on our website you will need to enter your card details every time you place an order with us. We do store your delivery address details, so you do not need to keep re-entering those. The cards we accept are Visa, Visa Electron, Mastercard, Switch, Maestro, & Solo. UK cheques are accepted to pay invoices which have been issued against an institution purchase order, though we prefer to receive fund transfers via BACS.
Please remember that we do not take payment from your bank account until the goods are actually sent whether you order online or by phone.
Our Site does use 'cookies', as do many other e-commerce sites on the internet.
Verified & Secure
Our site is verified as being authentic and secure through THAWTE. Click the logo to verify.
Privacy
Please rest assured your privacy is a priority to us and we will not release any customer information to third parties. By ordering with us you will automatically be added to our e-mail list and will be sent 'e-shots' unless otherwise requested. The amount of e-shots we send is very small, so you will not be bombarded! Credit card payments are normally taken on a secure server through our website. For written/telephone orders all records are destroyed within legal time requirements
Cancellations
Whole and part orders can be cancelled by telephone anytime right up to the time of despatch, unless your items have been specially ordered (including unusual quantities). Once the item has been despatched it becomes your responsibility to return an order or item in an unmarked and resaleable condition before we can issue a refund to you. Please note that postage charges cannot be refunded. Also please note that this only applies to individual customers. Groups or organisations ordering on account are bound by legal contract once an order has been placed.
Non Delivery
In the case of non-delivery or missing goods please contact us in the first instance by phone or email. If a sufficient time has passed for the goods to be delivered by the original postage/courier method, you will be sent a statement of non-delivery to fill in, sign and return. For postal deliveries the form requires validating by your local sorting office. When this has been returned, (or the goods returned undelivered by post or courier) you will be able to choose from either a refund or a replacement product. For replacement deliveries we may choose to upgrade the delivery service to a more secure one which may require your signature.
Returns refunds & exchange policy
No quibble 28 day returns policy
We want you to be totally happy with everything you purchase from us but if for any reason a product does not meet your expectations, please contact us immediately for an agreement to return.
You should let us know within 14 days of receiving your order if you wish to return an item. You then have a further 14 days from letting us know to get it back to us.
Items not returned within the agreed period of time may not be accepted, or may be subject to a 20% restocking fee, this will be at our discretion.
All items must be returned in an unmarked and re-saleable condition for us to be able to issue a refund.
Please note that return postage charges cannot be refunded unless the product is faulty or not as described, or we have accidentally sent the wrong item.
Items that have been specifically ordered in by KOW as part of a customer special request cannot be returned.
If any of your items are received faulty please let us know immediately on 01728 598600 or by emailing info@knockonwood.co.uk so that we can rectify the problem as quickly as possible. We will then provide you with a merchandise exchange, credit voucher or refund. Please include a cover note stating your customer number & invoice number.
Please note we do not offer warranty on any drum skins, heads, drumsticks, beaters ,agogos or strings. These must be considered to be consumable items, so please buy the best you can afford.
Non Delivery
In the case of non-delivery or missing goods please contact us in the first instance by phone or email. If a sufficient amount of time has passed for the goods to be delivered by the original postage/courier method, you will be sent a statement of non-delivery to fill in, sign and return. When this has been received you will be able to choose from either a refund or a replacement product. For replacement deliveries we may choose to upgrade the delivery service to a more secure one which may require your signature.
Please send your returns, once agreed, to:
Knock on Wood (Returns) Unit 3, Carlton Park Industrial Estate, Saxmundham, Suffolk, IP17 2NL
Once we have received the item(s) we will contact you by e-mail to confirm the amount and date of refund. We aim to do this within 3 working days, but please allow 14 days before contacting us.
Please note we do not offer warranty on any drum skins, heads, drumsticks, beaters, agogos or strings. These must be considered to be consumable items, so please buy the best you can afford.
Title
Title (ownership) of any goods supplied on a credit invoice remains with Knock on Wood until the goods have been paid for in full by the customer.