Customer Help and Support
Introduction by Ian Evans
“Here at Mountain Images I value every order that I receive for my landscape prints and I give each and every one my full and personal attention. Customers have my assurance that they will receive a friendly and efficient service and will enjoy a first class product. I offer a 30-day no-quibble guarantee if your purchase is not of the standard advertised on this website or if any damage has been sustained during delivery. Full details of the services offered and the means by which they are fulfilled are explained in detail below.”
Ways to Order a Print
The best way to order one of our landscape prints is to use the secure on-line shopping system. Customers can also telephone if they have an enquiry about an order or prefer to speak with us directly and place an order this way.
If you require an order for a special occasion, or if your need is urgent, then we recommend that you telephone and discuss your requirements with us. Please note that all orders are accepted on the understanding that when you place your order you have read and agree to the Terms and Conditions of Business.
Confirmation of Order
When you place an order using the on-line shopping system on the website you will be provided with an order acknowledgement, a receipt and an order number on the final screen of the checkout system. A confirmation acknowledgement e-mail is also sent to the address that you supplied during the checkout process. If you do not receive notification from us, before making contact please check that you have supplied a correct e-mail address and that any communication from us has not been ‘spam filtered’.
Payment must be in UK Pounds Sterling. Goods ordered by credit or debit card are charged through the PayPal Secure Payments Gateway and settled by Pay Pal or the credit card issuing bank from your account in UK Pounds Sterling.
Customers may, if they prefer, telephone an order and supply credit/debit card information. Whilst all information is treated with the strictest confidentiality, this method of ordering can never be as secure as ordering on-line through the website.
Customers paying on-line do so through secure systems powered by PayPal Secure Payments Gateway with additional ‘Secured by Visa’ or ‘Mastercard Secure’ identity verification. Your shipping details and credit card information provided in payment for orders placed using the on-line automated system is encrypted before it is passed to the clearing bank for authorisation. All sensitive information remains strictly private and unseen by us or any third parties.
We Accept Most Major Credit Cards and PayPal
Prints are shipped by Royal Mail First Class Post. The flat rate shipping charge is shown at checkout and is charged per order.
Production and Shipping Times
Production and Shipping times may vary over holidays and busy periods such as Bank Holidays, Christmas and New Year, but we will keep you informed if there is likely to be any delay that will extend beyond our normal delivery schedule.
The production time for most orders is normally 1-2 working days.
Shipping is by Royal Mail First Class Post and normally takes 1-2 working days. Our office is based in a Highland location so precise shipping times cannot be guaranteed.
Production and shipping times should be ADDED together to give you an estimated delivery date for your order from the time it was processed through the website. You will be notified by an e-mail to the address that you have supplied to confirm that your order has been received and is being processed. If you need a print very quickly or for a birthday or special occasion, then we recommend that you telephone and discuss your requirements; We will always do our best to complete a very special order if the timescale is realistic.
We always notify customers by e-mail of the despatch of an order. Having received your e-mail, you should then receive your item within the schedule given. If you do not receive your order within this timescale, PLEASE CONTACT US immediately so that we can attempt to trace the whereabouts of the package. Please remember .. the longer you leave making contact, the harder it is to resolve any problem!
All of our prints come with a 30 day no-quibble money-back guarantee. Prints are manufactured individually for each customer and they are inspected before shipment to ensure that they are in perfect condition. If you are not satisfied with the merchantable quality of a product, or if it arrives in a damaged condition, then we will replace it or provide a full credit including postal charges upon safe receipt of the returned goods. Any damages must be advised within 5 working days of receipt of your order.
Please note that this guarantee relates to the merchantable quality of the products which are supplied in accordance with the Customer Protection (Distance Selling) Regulations 2000 as amended by the Consumer Contracts Regulations (2014). Customers should also be aware of the separate cancellation and returns policy which is included in the Terms of Business
Cancellation and Returns Policy
Our “Cancellation and Returns Policy” can be found by visiting our “Terms and Conditions” page.
Terms and Conditions of Business
CLICK HERE to see our full Terms and Conditions of Business