• I can't add stuff to my basket
• Security - or what do you do with my details?
• Privacy
• What Discounts can I get?
• Status of the Order
• What does the "In Stock?" column mean?
• What does "Make Enquiry " mean?
• What does "Save/Recover Basket" mean?
• How do I delete the contents from the basket?
• How do I change the quantities of a particular item?
• How do I delete a particular item?
• What quantities can I put in?
• What does "My Account" mean?
• What if I want a mixture of custom equipment and standard equipment?
• Terms and Conditions
• Shipping
• Tax

Possible solutions:

1. Delete history by clicking on the "delete" button beside "settings" and then "deleting all" in the "Delete Browsing History".

2. Forcing page refreshing by going to "Tools" in the menu at the top
then "Internet Options" in that list
then the tab marked "General" on the grey box
then in the bit for "Temporary Internet Files" press the button for "Settings"
and in the list under "Check for newer versions of stored pages" select the option which says "Every visit to the page"
then press "OK" to close one box, then "OK" to close the next box, and it should work.

3. Using Firefox as a browser? www.mozilla.com/firefox/ <http://www.mozilla.com/firefox/>

In all cases you will need to enable cookies (using options or tools or settings or some similar tab), whichever browser you use, but Firefox gives the option of deleting the cookies at the end of a session

Or we can work the old-fashioned way! Just call +44 1394 380390

Security

We are as concerned about the security of your details, especially card details, as you are. So what do we do about it?
Firstly our privacy policy is simply stated here. We do not abuse your trust under any circumstances. The site does use "cookies" to operate, but only that.  You won't get a "hello again, Mrs. Gubbins, can we interest you in our new range of widgets this month". We believe that to be intrusive and unnecessary.
Second, as is usual with e-commerce sites, we use secure areas on the server for transacting the order. As you move through the order process you are likely to be advised as you enter and leave the secure areas.
Third, we do not store the orders or credit card details on the server database, but send them immediately via encrypted email back to the shop.  Once the order is complete, your card details are deleted. Your address is stored on the web to enable you to use your customer number to avoid having to fill it all in again. 
Fourth, we provide the opportunity for you to send your list of requirements as an enquiry, whereby you send the list of items to us with an email address, and communicate your other details by another method.
Fifth, you are always welcome to contact us to place an order - this is an organisation with real people in it!

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Privacy

It is very simple.

If you want a catalogue, you get a catalogue

If you want to be on the mailing list, the newsletter is sent to you

If you buy something we will send it to the address specified - and not keep your card details on the web server!

no selling of lists, or stupid ads, or mailshots, or offers of the latest guides to squashed animals on the motorway, or guaranteed sure-fire ways to make your fortune without capital, skills or effort....................

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 Customers placing large orders, or who place regular orders with us, often (naturally) ask for discount. In order to make our response consistent and fair, we have implemented a Discount scheme with the following features:

• The scheme applies to end-user customers only.
• It is based on the value of goods supplied over the previous calendar year.
• It applies to the ex VAT value of the goods supplied at the time of invoicing (please note that it does not affect the amount of VAT).
• It is structured on the basis of a rolling 12 month total as follows:
• The first £200 spent attracts no discount
• The next £300 – ie from £200 to £500 – will be discounted at 6%
• The next £500 – ie from £500 to £1000 – will be discounted at 9%
• Expenditure beyond £1000 will be discounted at 12%
• Discounts are applied automatically – customers don’t have to apply for them, or remember a number or anything.
• They are applied as cash savings at the time of invoicing.
• Discounts are in addition to quantity discounts offered on items such as fasteners and rope.
• Quotes will indicate the likely level of discount, but this is an indication only. Actual discounts achieved will depend on the contents and timing of invoices.

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The kind of people we deal with are individualists (!), so it is rare that an order is simply a list of pieces.  Much more commonly there needs to be some interaction to tidy up details, sort out your specific needs, and sort out the appropriate shipping method.  So on receipt of your order, we will get back to you to confirm delivery times, shipping costs and any discounts applicable.  Besides it is EU law that you are offered the chance to confirm or even cancel the order.

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There are three possible entries:

"Usually" means that it is an item we expect to keep in stock at all times - though there are inevitably some occasions when that isn't so.  We will advise you if there is a problem.

"To order" means that it is an item we do not normally keep in stock.  Supply times vary, so we can advise on that.

"To make" means that it is an item made in our workshops.  Lead times vary through the year.  From February to July, a typical lead time is 6 weeks.  In other months 2 to 4 weeks is more likely.  That is not to say we cannot respond more quickly in an emergency - we usually keep a bit of time up our sleeves.

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If you don't want to place an order, perhaps because you need more information on items, availability or shipping, or perhaps you prefer not to give card details on the web, then you can press the "Make Enquiry" link to send us an email

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You can do a number of things with this. Saving a basket enables you to come back later to recover an order, or - lucky you! - asking someone else to come to the site to recover that basket and buy it on your behalf.  It can also be a means of making repeat orders.  But you don't have to save the basket in the same way as you might save a document you are working on.  It will exist as long as you are logged onto the site.

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Go to the basket view, and hit the "Delete basket" button

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Go to the basket view, type in a new quantity, and press "Recalculate"

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Go to the basket view, look in the row for that item, and press "Remove"

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Items where no pricing unit is shown are sold "each", so integer values only, please
Other items, where the unit is specified, you can buy in non-integer values greater than 0.01
For example - keelband, sold by the foot, you can have 2.5 feet or whatever - but don't put in 2'3"!
Copper boat nails, sold by the kilo, you can order 0.86 kilo, etc
...and you can have 0.5 of a pair of handed fairleads - but please let us know which one.

This is where you can look up the status of existing orders, or recover previously saved baskets.

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Probably the best bet is to make an enquiry which features the standard products in the usual fashion, and add your other requirements into the text of your enquiry.  We have not yet become clever enough to allow you to spec custom equipment on line.

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Terms and Conditions of Sale

The products listed here come from many countries including the U.K., U.S.A., Denmark, Germany and Holland. Prices are shown on the separate price list and are subject to regular review due to fluctuating exchange rates and market conditions.

Stocks are held of the most popular items, but due to the breadth of the range we are unable to keep every product shown in stock. We will, however, always despatch stock items quickly, and advise as to the delivery on other items. We acknowledge that there is scope for misunderstanding when ordering remotely, and are usually happy to accept returns. We reserve the right to apply a re-stocking charge of 15% on returned stock items which have been correctly supplied. Items ordered or made specially are not normally returnable.

Credit accounts for trade customers will be considered on production of a bank reference and three trade references.

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Shipping Methods and Charges

When you make an order or enquiry, shipping will be added depending on the weight of the order, and the country to be shipped to.  Our normal methods of shipping are next day carrier in the UK, and by air freight elsewhere.  If you wish to explore alternative methods, either quicker/more expensive, or slower and cheaper, please advise us with the order or enquiry.

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Sales Tax / VAT

For all individuals in the UK, and private individuals in the EU, VAT is levied at the current UK rate of 17.5%.  For all others, tax does not apply at the point of sale, but may be charged on import.  Usually the carrier will organise customs clearance for you, and you will pay them any duties or tax due.

The shopping cart system recognises which countries attract tax at the point of sale.

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