Terms and Conditions

Ordering on-line

The Fishheads Shop provides secure Credit Card ordering via PayPal. All major credit and debit cards are supported.

Managing Your Orders

When you order from Fishheads Shop, you can create an account to manage your orders and check their status. This also allows you to access digital downloads after the order. User account details are stored by Chocolate Frog Record Company. We do not store bank or credit / debit card details.

Ordering by phone

Call 01620 826150 from the UK, +44 (1620) 826150 from the rest of the world.
When ordering by phone, please talk slowly and clearly. Provide all your details including:

Cardholder’s name, address, membership number (if you have one) and phone number. It will be helpful if you spell the cardholder’s name letter by letter.
Delivery address if different from cardholder’s address.
Card number, card expiry date and the last 3 digits of the security number from your credit card. In most cases, this can be found on the back of your card just above or on the signature strip.
The catalogue numbers and/or a brief description of the items you wish to order.

Ordering by fax

Please use the text order sheet whenever possible. Fax your order (typed, if possible, or written clearly in BLOCK CAPITALS) to 01620 826144 (from the UK) or +44 (1620) 826144 from outside the UK.

Credit Card Security

If you are shopping from outside the UK, place your order and your Credit Card provider will convert the transaction into your own currency. All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are not held in clear text on any web site or transmitted via Email.

We cannot accept Credit Card orders by email as we do not store customers’ card numbers in our office.

Postage and delivery

We cannot accept liability for lost packages sent outside the UK by International Post (surface or air-mail). For increased reliability, please choose ‘Signed Delivery’ or ‘International Signed For’ as your postage method. Goods paid for by Cheque, International Money Order or Postal Order must include the correct amount of postage, failure to provide this will result in your payment being returned to you and not the items that you ordered.

Returns Policy

Whether your order is made via the website or by any of the other methods listed above, you are covered under the Distance Selling Regulations laid out by the Office of Fair Trading. If you cancel an order and wish to return the goods you must confirm, in writing, to us within 7 working days from the day on which the goods are received. You must ensure that reasonable care is taken of the goods and that they are returned to us by some form of insured, signed for carrier at your expense. On receipt of the returned items, they will be checked and tested to determine that reasonable care has been taken and then we shall credit your credit/debit card with the total amount of the original order less the carriage and the credit card surcharge. If returning items please ensure that they are packed in a secure box or bag to avoid a restocking charge. Items which are delivered to you in shrink-wrapping (i.e. CDs and DVDs) must be returned with the shrink-wrapping intact and unbroken.

For ordering enquiries, please contact us.