Help

WE HAVE SPLIT OUR HELP INTO THE FOLLOWING SECTIONS:-
NECKER DESIGNER
LOG-IN
NECKER SHOP
DELIVERY DETAILS
OTHER HELPFUL HINTS
REFERENCE CHART

1. NECKER DESIGNER

· Q. HOW DO I COLOUR A CERTAIN PART OF THE TEMPLATE - WITHOUT RESETING THE WHOLE TEMPLATE ?
· A. YOU CAN SIMPLY SELECT AND DRAG THE COLOUR YOU WANT AND COLOUR OVER THE SECTION YOU WANT ON YOUR TEMPLATE.

· Q. WHY, WHEN CHOOSING CERTAIN TEMPLATES IS THERE ONLY ½" BORDER AVAILABLE AND NOT 1" ?
· A. WHEN CHOOSING A TRIPLE BORDER TEMPLATE FOR EXAMPLE - ½" BORDER LOOKS BETTER - IF THE OPTION WAS THERE FOR A 1" BORDER, THERE WOULD NOT BE MUCH OF YOUR MAIN COLOUR LEFT - THE BALANCE OF THE SCARF WOULD LOOK ALL WRONG.

· Q. WHY CAN I NOT JUST ORDER ONE NECKER ?
· A. THE MINNIMUM ORDER IS TWO - MAKING TWO IS MORE COST EFFECTIVE FOR US AND FOR YOU. ALSO IT IS ALWAYS BETTER TO "BE PREPARED" AND HAVE A SPARE WHEN YOU ARE WASHING THE OTHER, OR PERHAPS YOU MAY WANT TO START SWAPPING YOUR DESIGNS WITH OTHER SCOUTS AND GUIDES AROUND THE WORLD.

· Q. WHY, WHEN I HAVE COLOURED UP MY DESIGN AND PRESSED THE BACK & FORWARD BUTTON ON THE BROWSER OR REFRESH - THAT I HAVE LOST THE COLOURS I HAVE CHOSEN.
· A. THE NECKER DESIGNER WILL ONLY SAVE YOUR DESIGN WHEN YOU PRESS "ADD TO CART".

· Q. WHAT HAPPENS TO MY DESIGN IF I DO NOT WANT TO "ADD TO CART" ?
· A. YOU HAVE THE OPTION TO "RESET" THE TEMPLATE BACK TO A BLANK CANVAS OR YOU CAN "PRINT" YOUR DESIGN.

· Q. WHAT DOES THE REFERENCE MEAN ON THE PRINTOUT ?
· A. THE FIRST NUMBER IS THE TEMPLATE CHOSEN ON THE TEMPLATE PAGE. IF YOU FOLLOW THIS LINK YOU WILL BE ABLE TO CROSS REFERENCE THE NUMBERS & THE PANELS FROM YOUR PRINTOUT TO THE COLOURS WHEN YOU HOVER YOUR MOUSE OVER THE PALLETE IN THE DESIGNER.

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2. LOG-IN :-

· Q. I AM NOT A BUSINESS CUSTOMER, DO I STILL NEED TO LOG IN AS ON THE OLD WEBSITE ?
· A. IT IS NO LONGER REQUIRED FOR GENERAL CUSTOMERS TO LOG IN, ONLY FOR BUSINESS CUSTOMERS.

· Q. WHY DOES MY PREVIOUS LOG-IN NO LONGER WORK ?
· A. FOR BUSINESS CUSTOMERS, WE HAVE CHANGED THE USERNAME TO BE YOUR REGISTERED
E-MAIL ADDRESS FOR INCREASED SECURITY. YOUR PASSWORD IS THE SAME HOWEVER.

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3. NECKER SHOP :-

· Q. WHY DOES THE SHOPPING CART NOT SUPPORT MULTI CURRENCY TRANSACTIONS ?
· A. THIS OPTION IS NOT SUPPORTED AT PRESENT AND WE ONLY ACCEPT STERLING.

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4. DELIVERY DETAILS :-

· Q. WHY DID MY CART RE-CALCULATE THE COST WHEN I CHANGED THE DELIVERY ADDRESS ?
· A. THIS HAS HAPPENED BECAUSE THE DESTINATION COUNTRY OF YOUR CHOICE FOR YOUR PARCEL TO BE DELIVERED TO IS SUBJECT TO UNITED KINGDOM VAT AT THE CURRENT RATE OR IT COULD BE THAT THE COUNTRY IS NOT SUBJECT TO VAT.

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Refund Policy:

What conditions will the merchant accept a return or exchange ? - Neckers that have been designed , embroidered or special event can only be returned if faulty, damaged or are incorrect to what they ordered. Neckers that are a stock held line can be returned for a refund or exchange.

How should the item be returned (mail, collection) ? - Collection if scoutneckers.com at fault. Registered post or carrier that requires proof of delivery if customer at fault.

Where the customer should return the items to ? - Scoutneckers.com, Tower House, Ruthvenfield Road, Inveralmond Ind. Estate, Perth, PH1 3UN

Time limit to return the item(s) ? - 14 days

Are the delivery charges refundable ? - Only if scoutneckers.com are at fault, will the delivery charges be refunded.

What happens when the item(s) is/are damaged or has a quality issue ? - Scoutneckers.com should be contacted in the event of these issues. The customer will then be allocated a returns number which will be e-mailed to them. The goods will not be accepted if the returns note is not attatched to the parcel. In addition the number should be written on the parcel. This is required in case the paperwork gets detached from the parcel.

What should the customer include with the returned item(s) i.e. paperwork ? - The returns email that they print out should be attatched to the outside of the parcel and the delivery note to customer, a copy or original should be inside parcel. This will help to track back your order and expedite the refund.

How much time will it take to process the refund ? - On return and satisfactory inspection of goods by scoutneckers.com quality control, your refund will be processed at the month end.

How will the customer know whether the refund has been processed ? - The customer will be advised by telephone or e-mail. The customer can also contact us at finance@scoutneckers.com if they require any further information.

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Delivery Information:

Do we accept orders for anywhere in the world ? - yes

Are there any countries that you will not deliver to ? - If there are any. The customer will be notified of any potential delivery problems.

How long do you anticipate the order will take to deliver to the customer's addresss - export / UK ? - Neckers designed, embroidered or special event will be delivered within 6 weeks of payment being received and confirmed. Stock items will be delivered within 2 weeks. UK 48 hour. If delivery is going to be outside this time frame the customer will be notified by scoutneckers.com. If this is deemed to be unsatisfactory to the customer, they will have the option to cancel or order a different item.

Detail's of courier used - method of delivery ? - scoutneckers.com will use a courier that has proof of delivery service on larger orders and mail will be of a registered or recorded method on lighter weight orders where applicable depending on delivery address.

What name will appear as the merchants name on the cardholders statement ? - Macnaughton Holdings

Does the customer need to be home to sign for the delivery of goods ? - Yes

Can the customer fasttrack the delivery of goods ? - Yes. You have to conact us at sales@scoutneckers.com . Please quote you order number in all correspondance & we will reply as soon as possible, advising you where the status of your order is.

How can the customer track the order ? - e-mail sales@scoutneckers.com

OTHER HELPFUL HINTS…

IF YOU HAVE ANY QUESTIONS THAT YOU WOULD LIKE ANSWERED ABOUT ANY SECTION OF http://www.scoutneckers.com OR PERHAPS HAVE COME UP WITH SOME TIPS OR IDEAS - PLEASE SUBMIT TO :-

postmaster@scoutneckers.com

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