FREQUENTLY ASKED QUESTIONS
|
 |
How do I buy goods and create an account ? |
 | Orders can be placed online. During the buying process your details will be added to our system and you will be issued with a login account.
Once you have placed your order, you will receive an email which serves to indicate that we have received your order. If you are a new customer, then you will also receive an email which confirms your account details & provides you with your initial login details. |
|
|
How secure are my card details when I use your online ordering ? |
| Our ordering system integrates directly with the banks card authorisation service, so you can be safe in the knowledge that your card details are highly secure.
Protx security:- credit/debit card details are secured within 128-bit encrypted sessions
- sensitive information is stored on a heavily encrypted database that is protected by multiple government approved firewalls.
- additional security measures include a security key that is used to produce an MD5 hash value. Hash values are often used as digital signatures as they cannot be reversed to obtain the original information. They allow the receiver to validate that the information received is identical to that sent.
As your card details are captured by Protx, we do not have a requirement to store (or even have access to) any such sensitive information. We only have access to a unique reference number from which we can identify your transaction. |
|
|
How do I know if you have stock? |
| Items which are in stock are shown as  and can be added to your basket.
Items which are out of stock are shown as and cannot be added to your basket.
The maximum quantity that you can add to your basket for any product is our actual unallocated stock level at that time. If you attempt to add more, then your quantity will be reduced to our current stock levels. |
|
|
What happens when I place an order online, but you do not have the item in stock ? |
| Items that are not in stock are identified by the crossed "add to basket" button (see above).
However, on occasion we may be temporarily out of stock of an Item. If this happens, we will contact you regarding your order to resolve the matter. We do not charge your card until the order is despatched, so you can place your order without the worry of you being charged for goods that we dont send. |
|
|
Do you accept purchase orders? |
| We will only accept purchase orders from certain Government Bodies.
(Such as Councils, Schools, Colleges, Universities, Police Forces, MOD, NHS etc).
If you are in one of these categories and wish to place an order, you can just fax the order to us on 0870 745 8613.
Alternatively, you can request an account so that you can place your purchase orders online. In order to do this please call our sales team on 0871 717 9156. |
|
|
Do you accept International Orders? |
| Yes, Starmount can ship goods worldwide. However, at present we only accept orders on a "cleared funds" basis. For international orders, this usually means TT in advance.
European Community Sales
If you are a VAT-registered company outside the UK, but within the European Union, we can supply goods ex-VAT. However, you must first request this service, and is subject to successful verfication by H.M. Customs & Excise. We co-operate closely with the VAT Verification unit in order to prevent intra-EU missing traders and VAT carouselling.
|
|
|
How do you send the goods? |
| All our goods are sent by a method that requires a signature on delivery.
Domestic Customers (including Northern Ireland)
We usually send the goods by City Link. Some small orders, however can be shipped by Royal Mail Signed For or by Special Delivery.
International Customers
Our usual courier is TNT. We offer a choice of service level, where available, via Global Express (Air) or Economy Express (Surface) shipments. However, on request, we also can send goods by DHL, UPS, surface freight or other method.
The available shipping options are presented to you at checkout and depend on the size of your order and your delivery country. |
|
