Customer Service - Terms & Conditions

 James Pirie of St Andrews Ltd.

• Privacy & Security
• Ordering
• Out of Stock Products
• Returns Policy
• Customer Service
• Payment & Credit Card Security
• Price Match Guarantee
• Viewing Orders
• Updating Account Information

Privacy & Security

We do not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the Customer Account address book is used and to store your details if you select the 'Remember Me' Option.

Ordering - Terms & Conditions

Making a purchase could not be easier. Just browse our website, and click (Add to Basket) on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on "Proceed to Checkout" and you will be asked for a few details prior to processing the order. If you choose to create a customer account with us, your details will be saved and you will never need to fill in the 'details' form again.

If you wish to cancel an order before it is despatched, PLEASE CALL US. We endeavour to ship orders the same day your order is received, so contacting us by email will not enable us to read your message in time to cancel your order.

Out of Stock Products

If we are temporarily out of stock of any items we will email or call you with an expected delivery date or an alterative item suggestion.

Returns Policy

In the unlikely event that any of our products arrives damaged please contact us within 3 days of receipt and we will arrange to send you replacements. We may require the product to be returned and if this is the case we will refund you the cost incurred.

If you are unhappy with your goods or have simply changed your mind, you have 14 days from delivery to return the unused product in its original condition, at your own cost, for a full refund of the goods. The goods must be in the original packaging and be in perfect condition. We reserve the right not to refund or offer a partial refund on returned goods that do not comply with the above.

CHRISTMAS RETURNS - We have extended the amount of days you have to return your Christmas purchases. If purchased on or after 20th November 2023, you have until 12th January 2024 to return you orders for a refund.

Returning Goods

Please email us at sales@jamespirie.com quoting your order reference number and stating the reason for the return. We will then email you a returns note for you to fill in and include in your parcel. Please ensure that your order reference number is clearly marked on the returns note. As soon as we have received your returned items, we will refund your credit card and send you email notification.

Returned Items are to be sent to the following address:

UK: +44 (0)1334 570007

USA : 1-866-280-7164

James Pirie Warehouse
Unit 1, Bury Lane,
Epping,
CM16 5JA,
United Kingdom

Auf Deutsch
Rückgaberecht
Im unwahrscheinlichen Fall, dass irgendwelche unserer Produkte beschädigt ankommen, treten Sie mit uns bitte innerhalb 3 Tage des Empfangs in Verbindung und wir ordnen, Ihnen Ersetzungen zu schicken. Wir können verlangen, dass das Produkt zurückgegeben wird und wenn dies der Fall ist, werden wir Ihnen die entstandenen Kosten zurückerstatten.

Wenn Sie mit Ihren Waren unglücklich sind oder einfach Ihre Meinung geändert haben, haben Sie 14 Tage ab Lieferung, um das unbenutzte Produkt in seinem ursprünglichen Zustand auf eigene Kosten für eine volle Rückerstattung der Ware zurückzugeben. Die Ware muss in der Originalverpackung sein und in einwandfreiem Zustand sein. Wir behalten uns das Recht vor, nicht zurückzuerstatten oder eine Teilrückerstattung für Rücksendungen vorzunehmen, die nicht dem oben genannten entsprechen.

Warenrücksendung
Bitte mailen Sie uns an sales@jamespirie.com unter Angabe Ihrer Bestellnummer und unter Angabe des Grundes für die Rücksendung. Wir werden dann per E-Mail eine Rücksendung Notiz für Sie zu füllen und in Ihrem Paket enthalten. Bitte stellen Sie sicher, dass Ihre Bestellnummer auf der Rücksendung deutlich gekennzeichnet ist. Sobald wir Ihre zurückgesandten Artikel erhalten haben, werden wir Ihre Kreditkarte zurückerstatten und Ihnen eine E-Mail-Benachrichtigung senden.

Zurückgegebene Artikel sind an folgende Adresse zu senden:

UK: +44 (0) 1334 570007

USA: 1-866-280-7164

James Pirie Lagerhaus
Einheit 1, Bury Lane,
Epping,
CM16 5JA,
Großbritannien

In het Nederlands
Retourbeleid
In het onwaarschijnlijke geval dat een van onze producten beschadigd raakt, neem dan contact met ons op binnen 3 dagen na ontvangst en we zullen ervoor zorgen dat u vervangingen verstuurt. We kunnen het product terugvragen en indien dit het geval is, zullen wij u de gemaakte kosten terugbetalen.

Als u ontevreden bent met uw goederen of gewoon gedacht hebt, heeft u 14 dagen na bezorging om het ongebruikte product in zijn originele staat te retourneren, voor uw eigen kosten, voor een volledige terugbetaling van de goederen. De goederen moeten in de originele verpakking zijn en in perfecte staat zijn. Wij behouden ons het recht voor om niet terug te betalen of een gedeeltelijke terugbetaling te geven voor teruggekeerde goederen die niet voldoen aan het bovenstaande.

Terugkerende goederen
Stuur ons een e-mail naar sales@jamespirie.com met vermelding van uw bestelnummer en vermelding van de reden voor het retourneren. Wij zullen u dan een retournota emailen voor u in te vullen en in uw pakket in te vullen. Zorg ervoor dat uw orderreferentienummer duidelijk op de retournota staat aangegeven. Zodra we uw geretourneerde artikelen hebben ontvangen, zullen we uw creditcard terugbetalen en u een e-mailbericht sturen.

Teruggegeven artikelen worden verzonden naar het volgende adres:

Verenigd Koninkrijk: +44 (0) 1334 570007

USA: 1-866-280-7164

James Pirie Warehouse
Unit 1, Bury Lane,
Epping,
CM16 5JA,
Verenigd Koningkrijk

Failed Deliveries

Goods normally require a signature unless you specify ‘if out’ instructions (at your risk). If there is no one in to receive the goods the carrier will leave a card. It is your responsibility to contact the courier to rearrange delivery. If the goods are returned to us you will incur an additional £4.95 redelivery charge.

Customer Service

If you have a query with your order, please call us on 01334 570007 Monday – Friday 9am - 5pm. alternatively email us on sales@jamespirie.com. We are a very friendly company and will always try and answer your queries straight away. We have so many products on our website that occasionally an error or inaccuracy with pricing or sizes may occur. If an item’s correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation. If sizing is critical please check with us to check prior to ordering. We apologise in advance for any such errors and inconvenience caused.

Payment, Credit Card Security

We accept credit card payment through SagePay which is processed through the highly secure Merchant Bank Service Provider or payments made through Paypal. If you are shopping from North America or anywhere else in the world, place your order and your credit card company will convert the transaction to US Dollars or your own currency. We accept Visa, Mastercard,  Debit cards and American Express. We do not charge for any item until it is ready to ship BUT SagePay or Paypal will secure the funds from your card until the order is processed or refunded. You may also give your credit card information over the phone.

All credit card numbers are encrypted in the software when the order is placed using 1024 bit encryption. This is 10 times more secure than a standard SSL server. They are only decrypted after they reach our computer and are not held in clear text on any website or server. Our Merchant Bank Service Provider is SagePay which utilises the most technologically advanced payment authorisation system available.

Price Match Guarantee

The James Pirie Price Promise:

'if you can find the same product for less from an official authorised online UK stockist, we will match the price'.

All you need to do is provide us with the name of the product, it's price and the name of the competitor you want us to match and we will do the rest. We will verify the price and match the price for you.

Terms and Conditions:

The competitor's product must be brand new, identical to ours and be immediately available to buy in the UK.

All Packaging must be perfect and of the same quality.

We will match the price of a product only, not delivery charges or other services.

The competitor's price must be publicly advertised online and cannot include any membership/personal discounts.

We cannot match bulk promotional offers such as buy one get one free or any other short term promotional event.

The competitor must be based in the UK a sell direct to customers (no auction or marketplace retailers such as EBay, Amazon and private member sites as the goods cannot always be identified).

Excludes factory shop outlets, high street/retail stores or shopping portals.

Only applies to first quality stock i.e. no seconds.

The product must be a current line - not a clearance or discontinued item.

We are not able to make a refund (to match someone else's price) for a purchase already made.

We reserve the right to refuse an order where we are unable to reasonably match a price.

To claim a Price Match for an online purchase, please call our Price Match phone line on 01334 570007. Lines are open Monday-Friday 9am - 5.30pm. Outside these hours a message can be left and we promise to return your call the next working day.

Viewing Orders

By creating an account with our store, you will be able to move through the checkout process faster, store multiple shipping addresses, view and track your orders in your account and more.

Updating Account Information

Just login to your account and use the edit function to update your account details. For example; you may move to another address or wish to add another separate delivery address.