Customer Service
- Terms & Conditions
- These are our legal terms and conditions.
- Definitions: "Buyer" means the individual or organisation who buys or agrees to buy the Goods from the Seller; "Consumer" shall have the meaning ascribed in section 12 of the Unfair Contract Terms Act 1977; "Contract" means the contract between the Seller and the Buyer for the sale and purchase of Goods incorporating these Terms and Conditions; "Goods" means the articles that the Buyer agrees to buy from the Seller; "Seller" means Naked Ape, 96 Pinstone Street, Sheffield, S1 2HQ; "Terms and Conditions" means the terms and conditions of sale set out in this document and any special terms and conditions agreed in writing by the Seller.
- Conditions: Nothing in these Terms and Conditions shall affect the Buyer's statutory rights as a consumer. These Terms and Conditions shall apply to all contracts for the sale of Goods by the Seller to the Buyer and shall prevail over any other documentation or communication from the Buyer. Acceptance of delivery of the Goods shall be deemed conclusive evidence of the Buyer's acceptance of these Terms and Conditions. Any variation to these Terms and Conditions (including any special terms and conditions agreed between the parties) shall be inapplicable unless agreed in writing by the Seller.
- Ordering All orders for Goods shall be deemed to be an offer by the Buyer to purchase Goods pursuant to these Terms and Conditions and are subject to acceptance by the Seller. The Seller may choose not to accept an order for any reason. Where the Goods ordered by the Buyer are not available from stock the Buyer shall be notified and given the option to either wait until the Goods are available from stock or cancel the order and receive a full refund. When making an order through the Website, the technical steps the Buyer needs to take to complete the order process are described as you go along the order process.
- Price and Payment: The Price of the Goods shall be that stipulated on the Seller's Website. The Price is inclusive of VAT. Delivery charges are itemised separately. The total purchase price, including VAT and delivery charges will be displayed in the Buyer's shopping basket prior to confirming the order. After the order is received the Seller shall confirm by email the details, description and price for the Goods. If these differ from the details, description and/or price shown on the Website the Buyer shall be entitled to cancel the order. Payment of the Price and delivery charges must be made in full before dispatch of the Goods.
- Rights of Seller: The Seller reserves the right to adjust the price and specification of any item on the Website at its discretion. The Seller reserves the right to withdraw any goods from the Website at any time. The Seller shall not be liable to anyone for withdrawing any Goods from the Website or for refusing to process an order.
- Age of Consent: If the Seller discovers that the Buyer is not legally entitled to order certain Goods, the Seller shall be entitled to cancel the order immediately, without notice.
- Warranty: The Seller warrants that the Goods will at the time of dispatch correspond to the description given by the Seller. Except where the Buyer is dealing as a Consumer, all other warranties, conditions, or terms relating to fitness for purpose, merchantability or condition of the Goods, whether implied by Statute, common law or otherwise are excluded, and the Buyer is satisfied as to the suitability of the Goods for the Buyer's purpose.
- Delivery: Goods supplied within the UK will normally be delivered within two to five days of receipt of order. Details of delivery costs and periods for delivery are explained in a separate delivery section. Goods supplied outside the UK will normally be delivered within ten working days of receipt of order.
- Secure Online Shopping
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- Transaction security: All transaction information passed between merchant sites and the Protx VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the Protx servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.
- Encryption and Data Storage: Once on Protx systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. All data is extremely secure and is regularly audited by the banks and banking authorities to ensure it remains so.
- Links to banks: Protx has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
- Employee access No individuals within Protx are able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even from our own employees because our systems never display the full card numbers, even on administration screens.
- Return Policy
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- Returns: If for any reason you are not happy with your purchase or need to exchange an item, simply return it to us at the address below and we will send out a replacement, or provide a full refund of the value of the clothing. Goods must be returned at your cost and should be adequately insured during the return journey.Please repackage your goods carefully and use Recorded Delivery or a similar service to return your items. Goods must be returned in new condition, in the original packaging plus labeling and with the Naked Ape Online receipt. You will receive a refund of all monies paid for the Goods excluding delivery charges and return postal charges provided Goods are returned within 14 days of original dispatch. PLEASE NOTE WE CANNOT REFUND POSTAGE UNLESS THE ITEM IS FAULTY
- Footwear: Any footwear returned for exchange to a different size will have a £4.00 carriage charge applied for the return postage costs.
- Defects: Where a claim of defect or damage is made you will be entitled to a full refund (including delivery costs) plus any return postal charges if the goods are in fact defective.
Returns should be sent to:
Naked Ape
96 Pinstone Street
Sheffield
S1 2HQ
If you have any queries, please call 0114 273 9777. - Postage & Delivery
- Our web site has been designed to accurately reflect the stock status of items presented on our site.
On detailed product pages and during the check out process, item availability will normally be shown. Items showing “Awaiting Stock” means that we are expecting receipt of goods and will usually be despatched within one week. Items showing “ Out of stock” may also be ordered and if available from our supply partners are also normally despatched within a week to ten days. Items that are identified as “discontinued” are usually of limited availablity and once sold out may not always be available to order any longer. If an item is going to take longer than a week to dispatch or is unavailable we will contact you with details and give you the option to cancel your order and obtain a full refund. All items will be despatched according to the delivery option you select.
UK Royal Mail 1st Class Recorded Delivery 1 -2 day delivery £4.00
WE NORMALLY DESPATCH YOUR ORDER WITHIN 24 HOURS if we receive your order before 12 noon, Monday to Friday. Orders received on a Saturday by noon will be despatched on a Monday. Orders received later in the weekend will be despatched on a Tuesday. This is a one off cost per order, so no matter how many items you purchase we only charge the one rate £4.00. All items are despatched by Royal Mail 1st Class recorded delivery although in the event of any further strike action by Royal Mail we will use courier services. It's a recorded service and a signature will be required on delivery. We need your home address to process payment but we are happy to deliver to a different address such as your work address and you can fill in this option at checkout. You must also provided a contact phone number. (We never pass on any details to a third party). Please call us if you need more advice on 0114 2739777
Prices cover the UK and Channel Islands and are inclusive of UK VAT @15%.
Guaranteed Next Day Delivery £8.50
We need to receive the order by 11am to guarantee next day delivery. However if it's later in the day just give us a call on 01142 739777 and we will let you know what we can achieve. Orders received on a Friday will arrive on Monday. (or Tuesday if there is a Bank Holiday).
Prices cover mainland UK only.
Overseas Orders - Eire £6
Orders generally take 6-8 days. For most packages we use the signed for Royal Mail Airmail service. Prices are inclusive of UK VAT @ 15%.
Overseas Orders - European EEC £12.50
European orders generally take 6 to 10 days depending on the country. For most packages we use the signed for Royal Mail Airmail service. Prices are inclusive of UK VAT @ 15%.
Overseas Orders - The Rest of the World: Please email us at waynebiney@aol.com for postage charges stating your order requirements and which country goods should be delivered to. We will let know whether we are able to arrange delivery to your country of residence and quote you a price for delivery before you proceed with your order. Bulky or heavy orders We charge special rates for some bulky or heavy orders. Please contact us on 0114 239777 These special rates apply to UK delivery only. Please contact us if you are based overseas.
