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Here at Terraplana.com we want to make shopping with us easy! You can order and pay for your goods in pound sterling, US dollars or euros – simply select the currency you wish to use using the currency selector buttons in the top right hand corner of the screen. |
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Selecting suitable products |
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We know that sometimes it is hard to know if a product will be suitable or not without seeing it in the flesh. Here at Terraplana we try very hard to provide you with all the information you will need about a product to help you decide whether it is right for you or not. We provide good quality images of all the products that we sell in addition to written information about the product including any special features and what it is made from. If you have any questions about product selection you are welcome to contact us by phone on 212 274-9000 ext 2. or email us and we will endeavour to provide you with any additional information you may need. |
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I am ordering from outside the EU, do I have to pay VAT on the goods I am buying? |
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If you are ordering goods from outside the EU and are having the goods sent to the same destination then you will not be required to pay VAT on your order. VAT will automatically be deducted during the check-out process once a country outside the EU has been selected.
Please note that we are unable to mark items as a gift and that you are liable for any import duties that may be payable. |
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The country I am ordering from is not listed, what should I do? |
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We may be unable to deliver to your country or may have to offer different delivery charges than those currently listed. Please e-mail us at ecommerceusa@terraplana.com with details of your order and delivery address and we will get back to you within 48 hours (Monday to Friday only) explaining whether or not we are able to proceed with your order. |
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How do I contact you? |
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You can call us between 10am and 6pm Monday to Friday and we will endeavour to answer any questions you may have. Our customer services number is 1-212-274-9000 ext 2. You can also contact us by email, ecommerceusa@terraplana.com we endeavour to respond to all emails within 24 hours (Monday to Friday only). Alternatively you can write to us at; Terraplana, 254 Elizabeth Street, New York 10012.
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My payment failed/ My credit card got Declined, what do i do? |
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To protect your security and privacy, your bank cannot provide Terra Plana with information about why your payment was declined. Because of this, you most likely need to contact your bank directly to solve most payment issues. Contact your bank to resolve other payment issues even if: - You've successfully used the payment method on a previous order.
- You have funds available in your bank or credit account to cover the order cost.
Here are steps you can take to resolve payment issues: - Contact your bank about payment security policies. Your bank may flag any unexpected activity on your account. This includes first time orders and high value purchases, regardless of the amount of funds available (or credit limit). Your bank may require your verbal authorization to proceed with a transaction.
- Contact your bank about daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Your bank may require you to request a higher purchase limit to complete the transaction.
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I live outside of the USA is the import tax or customs duties included in the shipping cost when i place an order? |
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You are responsible for assuring that the product can be lawfully imported to the destination country. When ordering from Terraplana.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders that are shipped to countries outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. |
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