Help with your order
We hope this section answers your queries, if you have any further questions please contact us, we will be happy to help. Please email email@example.com or call 01837 608242
Where is my order?
If your order was despatched by Courier AND 2 days have elapsed since the despatch date, please email or call me.
To check the status of your order, or a product that you have pre-ordered, please also call or email me.
Want to know more about a product?
For product information that is not given on the product page, click here
For the expected delivery date of a product that is on ‘Pre-order’? click here
Call us on (+44)7802 206271 or email Customer Support click here
First time to the website?
If you are making a payment – please either use Paypal, cheque or BACS.
- Account name
- Account type
- Account number
5 1 6 0 8 9 7 9
- Sort code
5 3 – 5 0 – 2 8
- Bank address
Why is it safer to order online through Paypal?
When you order online through Paypal WE NEVER get to see your cards and couldn’t if we wanted to. Paypal are the world’s most trusted online payment gateway.
The papers say online fraud is increasing, it can’t be safe!
It is true, online fraud is increasing. However the papers normally fail to explain what is classed as online fraud. If someone steals your credit card from your wallet or bag and then uses it to buy online, this will be classed as online fraud. In the UK this type of crime is increasing because retail shops are now using “chip and pin”. In effect the crime is switching from the high street to online, but the criminals still need to get hold of your card details in the first place.
Will I be asked for my “chip and pin” number (UK only)?
Chip and pin does not work online. The banks are working on new systems for use online.
What about hackers breaking into your website and stealing my details?
Poorly built websites can make it easy for hackers to break into the website; we have invested a lot of time insuring our site is hacker proof. Even in the very unlikely event that a hacker broke into our site, they would be disappointed. Remember we don’t store any credit card details!
Is it safer online compared to ordering over the phone?
Amazingly it is. If you order online we don’t get to see you card details, when your order over the phone we do. We prefer it when you order online because you are able to visually double check the address and order details yourself.
Is it safer to send a cheque/check?
Definitely not. They can and do get lost in the post. Processing a cheque can increase the time to dispatch by up to 10 days and people sometimes send the wrong amount which delays things further.
Will you pass my details on to third parties?
We don’t pass anything on to third parties. It’s that simple.
How long do you keep my card details?
If you order online we don’t keep your card details. We only get to see your card details if you place on order over the phone. These details are destroyed after the order has been processed.
Do you use a secure server?
Yes we do. An SSL secure server.
Privacy and Security
Hayes Farm does not pass on or resell your details. However a few companies do need to see your details in order to process the order, these include the delivery companies (e.g. Royal mail, USPS, UPS, Parcel force) and our bank (who process payments)
What information we hold about you
We only hold the basic information we need in order to make the website fully functional and secure. We do log visitor traffic to understand which areas of the website appeal to customers and to secure the website (so we are aware if someone is trying to attack the website). We do keep a full history of your orders to assist you in the future.
Website Problems? Click here to report a problem.
How to order – select and pay for goods:
Your order will be dispatched in the manner specified by you on checkout. There are links for tracking etc on the ‘Info’ Page. If we have offered you a discount for a longer delivery time then we will keep you in touch with the status and you can always email us:
Returns and Problems – What to do if you get something you are not happy with.
Our return policy is based on fairness, common sense and British law. If your product arrives damaged or defective, we would ask you to contact us immediately. Our terms state you must inform us within 24 hours. If it goes missing we will claim from the courier/post office and make sure you get what you ordered.
We cannot accept return due to the consumer able nature of the product and in accordance with Health and Safety