ORDERING

How do I place an order with about the girl?

Once you have chosen a product you wish to purchase, choose the size you require by clicking on the arrow button on the right of the size box and then do the same for quantity. You can then add it to your shopping bag by clicking on the 'add' button. You can then continue shopping and add more items. When you want to view the contents of your shopping bag, click on the bag at the top right of the screen.

You can delete any items from the bag by pressing the delete button. From your shopping bag page you can return to add more items by clicking on 'continue shopping' or complete your purchase by clicking "go to checkout". You will then be invited to sign in or create an account, the personal data bank that records your personal details for use each time you shop online at about the girl.

The first stage of checkout is delivery details and you will be asked to fill out necessary information such as name, address and delivery address in the appropriate boxes. Please ensure a full delivery address including postcode is specified. UK postcodes can be confirmed by calling Royal Mail on 0845 7111 222.

You will then continue to our payment pages. Simply enter your debit/credit card details.

Finally, click CONFIRM ORDER to complete your order. It is only at this point that your order is sent to us over a secure link. Your order will then be summarised on screen. We recommend you print this page for your own personal records. We will acknowledge your order by email.

Do I receive confirmation once I have placed an order?

Yes, once your details are confirmed we will acknowledge your order by email.

Can I change my order?

We are unable to amend your order, however, it may be possible for us to cancel your order on your behalf prior to dispatch. Please call us on 01825 740908 as soon as practically possible. Once the item is dispatched, we cannot cancel your order. You have up to 14 days to return your item for a full refund.

What happens if an item I have ordered is out of stock?

Every effort is made to ensure that the products on About the Girl website are in stock and can be quickly dispatched. Items in stock are usually dispatched within two working days of the placement of the order. Where an item needs alteration or pockets added these will usually be despatched within 5 working days wherever possible.

You will be informed if an item is out of stock and the expected delivery time, when you add it to your shopping bag. You will then have the option to continue with your order, request an email update when stocks arrive and/or delete the item.

If you decide to continue with the order we will despatch each item as soon as they are in stock but you will only pay one postage charge regardless of how many packages we send you.

There may be occasions when an item you have ordered is unexpectedly out of stock. In this event, we will let you know when we expect to be able to deliver your item. Should you prefer not to wait, we will offer the choice of an alternative or refund.

What should I do if my credit/debit card has been refused when placing an order?

For details on why your card was refused, please contact your card issuer.

PAYMENT

How can I pay for my order?

We offer three payment methods; online, phone or post.

• Online; we accept Visa and Mastercard credit cards and debit cards.
• By phone; call 01825 740908. Please make sure that you have a valid credit or debit card when you call to save time when making
• your purchase. By post; send a cheque (for the total amount of the items plus P&P) to:

About the Girl Ltd, Little Foresters, Stone Quarry Road, Chelwood Gate, RH17 7LP

Please write your cheque guarantee card number, guaranteed amount limit and card expiry date on the back of the cheque.

When will payment be charged?

We will debit your account when we dispatch your goods.

I have had a mastectomy, do I pay VAT?

We do not charge Vat on our mastectomy items for customers who have had breast surgery (a mastectomy or lumpectomy). Our non-mastectomy items eg briefs and thongs do attract Vat and this is included in the price shown. If you are eligible for the exemption please complete the Vat declaration on the 'my account' page. VAT will not be added to eligible items at checkout, if you have completed the VAT declaration and ticked the "I am exempt from VAT" box on your order.

PRIVACY & SECURITY

How safe is shopping on aboutthegirl.co.uk?

We take your online security very seriously. Full details of how we protect the information you provide us are given below. When you place your order, secure server software encrypts all information you input before it is sent to us. As an additional security measure, credit card numbers are encrypted both before an order is processed and when stored on our database.

We guarantee to comply with the standards, procedures and requirements laid down in the UK Data Protection Acts 1984 and 1998 to ensure that your personal information is kept secure and processed fairly and lawfully.

To check the security of our website, simply look in the lower bar of your browser when you fill in your payment details. You will see an unbroken key or closed lock, showing that encryption is active and your information is secure. For security reasons, we strongly recommend that you do not send credit card numbers by standard email but use the secure facility provided on this website.

How do we use the information you give us?

We use the information you provide us in the following ways:

• To administer your account, and to disclose your details to our third party service providers for the purpose of processing your order
• And, from time to time, to inform you by post, email or other available means of products, services, promotions and special offers from about the girl.

We will only contact you by telephone if there is a query regarding your order.

Do you disclose information to third parties?

No. We will never disclose your payment details to these third parties.

We may pass on non-personal aggregated information about sales and website usage to reputable organisations for research or analysis purposes only.

What are cookies?

Cookies are small pieces of information that are stored by your browser on your computer's hard drive.

We use cookies for the following reasons:

• To ensure that items are placed into your Shopping Basket and orders are processed correctly
• To identify you as you travel around our site
• To provide site usage information, which together with purchase information, will further help us improve and develop the products and services we offer

No recognisable personal information is stored in the cookie that can link it back to an individual.

You will need to ensure your cookies are enabled which will allow you to register your details and to purchase from our site. If you need further information on cookies you can visit the following website: aboutcookies.org

DELIVERY

Do I get charged for the delivery of each item I ordered?

No, you will be charged per order no matter how many items are placed.

How much do you charge for delivery?

We charge a UK fixed delivery charge of £3.95 on all orders to a UK address with a total order value of less than £100. UK Delivery is free for orders with a total value of £100 or more. Our products are sent by first class post and require a signature on delivery. If you would prefer an alternative delivery option please contact orders@aboutthegirl.co.uk for more details. Your order will arrive beautifully gift packed. All our packaging is recycled (except ribbon) and we have deliberately left our gift boxes plain so that you can reuse it.

Do you deliver outside the UK?

• Republic of Ireland and European Delivery Addresses:
• We charge a fixed delivery charge of £6.50 on all orders.
• International Delivery:
• International deliveries will be charged £12.50 per order.

RETURNS & REFUNDS

Can I return my order because I have changed my mind?

If for any reason you are unhappy with your purchase, we will exchange or refund it, subject to normal conditions:

• it must be returned within 14 days from receipt
• it must be unworn, and in its original condition with all the packaging and tags intact.
• the returns form enclosed with your order must be completed and returned in the parcel.

How do I return something to you?

Please contact us by email, refunds@aboutthegirl.co.uk or call us on 01825 740908 to let us know you would like to send an item back. Then fill in the returns form enclosed with your order (it has a returns label on the back) and put this in the return package. Write your order number on the return label, seal the package and stick to the outside of the parcel before posting to us.

We recommend using recorded delivery to show "proof of postage".

Will I receive a refund?

Subject to the returns conditions above, the cost of any item returned and received by us will be refunded in full. We are happy to refund the cost of returning defective, damaged in transit goods and items sent in error and will not charge postage to replace those items. Postage costs for other returned items will not be refunded.

Where the refund (except where you received damaged, defective or wrong items) would bring the value of your original order to below the £100 qualification for free delivery, we reserve the right to deduct our standard delivery charge from your refund.

PROMOTION CODES

How do I use a promotion code?

Simply enter the promotion code into the designated field. Promo codes cannot be used for delivery charges or Gift Vouchers. I have entered a Promo code, but it says that the code is invalid, why is this?

The code you have entered may have expired, or the start of the promotion may not have started. Please refer to the terms and condition of the offer for more details.

Can I use more than one promotional code?

No, you can only use one promotion code per order. Please refer to the terms and condition of the offer for more details Managing my account'

What is My Account?

My account is a personalised data bank that records and stores your information for use each time you shop. By creating your account your shopping experience at about the girl is made quicker and easier as you only have to enter your details once and they will be remembered next time you shop. Once you are registered, you can sign up for emails and be the first to hear about all our great offers, new products, special promotions and exciting events.

What information will be stored?

Information stored within your account will be your home address, your email address and your payment details. All the information stored within your account can be accessed and changed by you at any time.

Will my personal information be saved securely?

Yes, all the information you provide is protected using the latest encryption software. Whenever you access your account, you will be asked for your password. In the event that you forget your password, we'll email you a new one that you must use to login. Once you have logged in you will be prompted to change it to something you can remember. For additional peace of mind, you can change your password as often you wish.

Do I need to be registered to shop with about the girl online?

You can shop with us without creating an account. If you do not create an account you will need to add your details at checkout each time you place an order.

I have forgotten my password, how can I request a new one?

Simply click on Login/Register at the top of the page, click Forgotten Your Password and enter your Login ID email in the box provided. When you have done this, we will email you your new password. Once you have logged in with your new password you will be prompted to change it to something more memorable.

How do I change my password?

To change your password, click on Login/Register at the top of the page, enter the email address that you registered with, click on Change Password, fill in the box provided and click Update.

Can I change information that is stored in My Account?

Yes, to change any information stored in My Account, sign in and click on the area that you wish to change and amend accordingly. Once you have finished, click Update and always remember to logout so others cannot access your personal data.

Please note:If you amend your email address your Login ID remains unchanged. Please continue to log in with your original email address. Future correspondence will however be sent to your new email address. Some of the functions of the site do not appear to be working properly.

It is possible that you do not have javascript enabled in your web browser. If you suspect this might be the case, the following instructions tell you how you can check this with some of the more common web browsers.

If you are using Internet Explorer, Go to: Tools > Internet Options > Security - then scroll down to "Scripting" and then make sure the "Enable" radio button under "Active Scripting" is selected.

• For Firefox (pc), go to: Tools > Options > Content, then tick "Enable Javascript"
• For Firefox (mac), go to: Firefox > Preferences > Content, then tick "Enable Javascript"
• For Safari (mac), go to: Safari > Preferences > Security, then tick "Enable Javascript"
• For other browsers refer to the help files.