FAQ's

1 . What are Orchard Cards delivery charges?

Please refer to our "Terms" of business (shown in the menu at the top of the page)

2 . Why am I being charged for postage when I have ordered 10 or more cards?

You must also have a gift item, calendar or wrapping paper in your order. Unfortunately we aren't able to offer free postage on these orders as the shape and size of the packet makes it much more expensive for us to dispatch.

3 . I'm having difficulty navigating through the checkout process.

In the "News" area of this website (see menu at top of page) you will find a category (in the right margin) called "Orchardcards User Tips". Scroll down to an entry made on 22nd September 2010, and by clicking on the high-lighted link, you can download step-by-step directions through our checkout process.

4 . I've forgotten my Orchard Cards password.

Go to the "Login" screen (from menu at the top of the page) and follow the appropriate link. A new password will be emailed to you immediately. When you receive the new password, we recommend that you use it to login straight away and change it again to something memorable, by selecting "My account" and then "Change my password". IMPORTANT NOTE: Your password is case-sensitive (i.e. please make sure you use capital or lower-case letters as appropriate) but your email address login is not.

5 . I can't login.

Are you sure you are using the correct email address and password? If not, use the forgotten password facility on the login page, and we will send you a new password immediately. The Orchardcards.co.uk system permits unlimited login attempts, but we are aware that some customers' own PC security settings lock them out of websites after a certain number of unsuccesful login attempts. If so, please leave the website and try again later, or telephone us and we can re-set your account for you.

6 . I'm not sure if I have completed my order successfully?

Check your inbox to see if you have received an email from us to confirm that we have received your order successfully. Sage Pay will also send an email confirming that your payment has gone through. If you cannot find either of these emails in your inbox, please also check your "spam" filter, in case they have been directed there. Alternatively, log back in to orchardcards.co.uk, using your email address and password, and check your order history (go to "My account" followed by "View my order history"). Can you see the order in question? If the order status appears as "Payment taken" or "Order Shipped", then it has gone through successfully. If you cannot see the order, or it appears only as "Order cancelled" or "Order submitted", then it has not completed successfully. Please try to order again online, or telephone us on 01270 524509 if you're having difficulties.

7 . The "Sage Pay" payment process seemed to stall whilst I was navigating through it.

It is unlikely that your payment has completed successfully. Please refer to question 4 above to find out how to check whether your order has been successful or not. The failure could have been caused by your PC "timing-out" for security reasons during the payment process (for instance, if the system is very busy) or because the security settings on your PC are high and do not permit the necessary communication between you and Sage Pay (via "cookies") or because your broadband internet connection was briefly interrupted. If you had got as far as the Sage Pay payment area before the process stalled, we will have a record of what you were trying to purchase so please do telephone us on 01270 524509 if you would prefer to make the order by phone, rather than trying again online.

8 . Am I too late to make an order for dispatch today?

We undertake to dispatch all orders received before 3pm on a working day on the same day. Orders received after 3pm or at the weekend or public holiday will be dispatched on the next working day.

9 . What precautions does Orchard Cards take to make shopping on its website safe?

We operate a secure website i.e. the connection to our server (where our databases are held) is encrypted. This is verified by our valid security certificate, issued by Geotrust. To view the security certificate, please click on the link at the bottom of the right-hand margin. For additional assurance, please view our website from the secure address https://www.orchardcards.co.uk (note the extra "s" after the more usual "http"). A "padlock" icon should appear to the right of the address box. Hover your mouse over the padlock for additional security information. All aspects of payment are handled by Sage Pay (the UK's leading independent payment processor). We do not EVER store, input or even see your credit card details, unless you make an order by telephone (in which event we shred all personal and financial details immediately that they have been input). Finally, we have obtained accreditation as an Approved Retailer by ISIS (Internet Shopping Is Safe) and, as such, undertaken to conduct business in a manner which is legal, decent, honest, truthful and fair.

10 . What general precautions can I take to protect myself when using the internet?

We suggest you visit the website www.getsafeonline.org - a helpful source of advice about protecting youself against computer viruses, fraud, identity theft, phishing and other internet threats.

11 . How does Orchard Cards use my personal information?

Your personal details are stored on a secure server. We ONLY use your name, address, email and telephone number, if provided, to process orders and to contact you on matters relating to Orchard Cards. We will NEVER reveal, rent or sell your personal information to a third party (except in connection with an Orchard Cards transaction e.g. to enable our credit card processor to cross-check your address). We keep no paper record of your personal details, except in relation to one-off correspondence.

12 . My order has not arrived, and I opted for Standard Delivery.

During the busy pre-Christmas period, we would ask you to wait two full weeks before contacting us about a missing order. Do try contacting your local Delivery Office. If the packet is too large to fit through your letter box (e.g. advent calendars), it may have been taken back to the Delivery Office for safe-keeping. A "while you were out" card should be left informing you about this, however we find that occasionally this has been over-looked, and the packet is eventually returned to us marked "Not called for" without the customer ever having known that delivery was attempted.

13 . My order has not arrived, and I opted for Express Delivery.

If you opted for Express Delivery, and your order was placed before 3pm, delivery will be attempted at some point before 9pm on the following working day. A signature for the delivery is required, so if no-one was present at your shipping address when the Courier or Postman called, then a "While you were out" card should have been left. Please follow the instructions on the card to arrange re-delivery on a convenient day. If you cannot find a "While you were out card", please contact us on 01270 524509 and we will trace the delivery for you.

14 . How can I search for a certain card?

We've tried really hard to make our search facility helpful. In the "Quick Search" box, try typing any relevant noun (e.g. labrador), or artist's name, or even the code number of a card you have ordered before. Alternatively, if you need inspiration for that tricky friend or relative, browse the drop-down lists of themes and artists to find something suitable.

15 . What is Orchard Cards' environmental policy?

We're trying to be as "green" as we can. More than 90% of our stock is made in the UK and we try very hard to source cards produced with sustainably-managed, recycled and biodegradeable materials. These features are high-lighted in the "Eco" section of the details for each product by various icons (Union Jack, recycling logo etc). We also try to reuse packaging, where we can, to avoid waste - we trust you won't consider this unprofessional.

16 . Why have some of my cards arrived without a cellophane packet?

Although most of our cards do come in a cellophane or corn-starch packet, some are not supplied with a protective cover. However, because our cards are never handled by the public (as they would be in a shop) we are confident that they remain in pristine condition.

17 . I'm an artist and would like to submit designs for Orchard Cards' consideration.

Unfortunately we do not commission or print any greetings cards ourselves, we are purely a retailer, and buy printed and packed cards from publishing houses and self-published artists only.