FREQUENTLY ASKED QUESTIONS

Find the answers here

CAN I HAVE MY ORDER GIFT WRAPPED?

Unfortunately, we do not offer gift wrap for our products. However, you can easily find wrapping paper and other materials at your local store or online to wrap your order yourself. If you have any further questions about how to wrap your order, please don't hesitate to reach out to our customer service team for assistance. Thank you for choosing our store for your shopping needs!

What is your return or refund policy?

DO YOU SELL GIFT CARDS?

Yes, we do sell gift cards! Our gift cards are the perfect way to show someone you care. You can purchase a gift card in any amount, and they can be used to purchase any of our products online. Our gift cards make great presents for birthdays, anniversaries, holidays, or just because. Plus, our gift cards never expire, so the recipient can enjoy their gift whenever they’d like. So choose the perfect gift for someone special today and buy a gift card from us!

What is your privacy policy?

WHAT PAYMENT METHODS DO YOU ACCEPT?

At our website, we accept a wide range of payment methods to make your purchase easier. We accept payments via Paypal, credit cards, and debit cards. We also accept payments through various other payment processors like Stripe, Apple Pay, and Google Pay. All payments are securely processed, and we make sure your personal information is kept safe and secure. We strive to make your shopping experience as smooth and hassle-free as possible. If you have any questions about our payment methods, please contact us.

How long will it take for me to receive my order?

Thank you for choosing Sussex Steam! We want you to be completely satisfied with your purchase. Therefore, we have developed the following Returns Policy to ensure a hassle-free return process for our customers.

Returns

If you wish to return an item to us, please contact our customer service team within 14 days of receiving the item(s). We will then provide you with a Returns Authorisation Number (RAN) and instructions on how to return the item(s) to us. Please ensure that the RAN is clearly marked on the outside of the package.

Please note that we cannot accept returns for items that have been used, damaged or altered in any way. All returned items must be in their original packaging, in a resalable condition and with all accessories and documentation included.

Refunds

Once we receive the returned item(s), we will inspect them to ensure that they meet the requirements of our Returns Policy. If everything is in order, we will issue a refund to the original payment method used for the purchase. Please note that the cost of shipping the item(s) back to us is the responsibility of the customer and will not be refunded.

Refunds will be processed within 14 days of receiving the returned item(s).

Exchanges

If you wish to exchange an item for a different size, colour or product, please contact our customer service team to arrange this. We will provide you with a Returns Authorisation Number (RAN) and instructions on how to return the item(s) to us. Once we receive the returned item(s), we will send out the replacement item(s) as soon as possible.

Please note that the cost of shipping the original item(s) back to us is the responsibility of the customer and will not be refunded.

Faulty or Damaged Items

If an item is faulty or damaged upon receipt, please contact our customer service team within 14 days of receiving the item(s) to arrange a return or exchange. We will provide you with a Returns Authorisation Number (RAN) and instructions on how to return the item(s) to us.

Once we receive the faulty or damaged item(s), we will inspect them to confirm the fault or damage. If we confirm the fault or damage, we will issue a refund or exchange, depending on your preference.

The cost of shipping the faulty or damaged item(s) back to us will be refunded to the customer.

If you have any questions or concerns about our Returns Policy, please do not hesitate to contact our customer service team at info@sussex-steam.com. We will be happy to assist you in any way we can.

We respect your privacy and are committed to protecting your personal data. This privacy policy will inform you about how we collect, use, and protect your personal data when you visit our website or use our services.

What data we collect We may collect the following personal data:

Name, email address, and other contact information when you register for an account or subscribe to our newsletter.
Information about your device, such as IP address, browser type, and operating system.
Usage data, such as pages you visit on our website, the time and date of your visit, and the time spent on each page.
Payment and billing information when you make a purchase or subscribe to a paid service.

How we use your data We use your personal data for the following purposes:

To provide and maintain our services, including customer support.
To personalize your experience on our website and tailor our content and services to your preferences.
To process your payments and fulfill your orders.
To communicate with you about our products and services, and to send you promotional offers and updates.
To analyze usage data and improve our website and services.

How we protect your data We take the security of your personal data seriously and have implemented technical and organizational measures to protect your data from unauthorized access, theft, and loss. We also limit access to your data to authorized personnel who need it to perform their duties.
Data retention We retain your personal data for as long as necessary to provide our services, comply with legal obligations, and resolve disputes.
Third-party disclosure We do not sell, trade, or otherwise transfer your personal data to third parties for their marketing or advertising purposes. We may disclose your data to our trusted service providers who assist us in providing our services, such as payment processors, analytics providers, and email service providers. We require these service providers to protect your data and use it only for the purposes for which we have engaged them.
Your rights You have the right to access, rectify, and delete your personal data. You may also object to the processing of your data or request that we restrict its processing. To exercise these rights, please contact us at [insert contact information]. We will respond to your request within a reasonable time frame and in accordance with applicable law.
Cookies We use cookies and similar technologies to collect usage data and improve our website and services. You can control the use of cookies through your browser settings.
Changes to this policy We reserve the right to modify this privacy policy at any time. Any changes will be effective immediately upon posting the revised policy on our website.
Contact us If you have any questions or concerns about this privacy policy or our data practices, please contact us at info@sussex-steam.com

It typically takes 1-3 business days for your order to be processed, and then an additional 5-10 business days for it to be delivered to you. Depending on the item and its availability, it may take longer to receive your order. If you need your order sooner, you may be able to select expedited shipping during checkout and have it delivered faster. To check on the status of your order, please log into your account and view your order history. If you need further assistance, please contact our customer service team.