Ordering Information
How do I use this website to make a purchase?
Can I place an order by phone?
What do the FT, ET and RE symbols next to products mean?
Are there any kinds of discounts available?
Can I order something that isn't in stock?
How do I pay for my purchases, and are my credit card details secure?
Who do I make my cheque/postal order payable to?
How much will it cost to deliver my order?
Can I get my order delivered to an address different to my billing address?
Do you deliver to countries outside of the UK?
What do I do if I have a problem with my order, or if it doesn't arrive?
Do you have an alternative to your 0870 number?
How do I know your product descriptions are accurate?
Wishlists
What is the 'Wishlist' used for, and how do I use it?
I've forgotten my password - what do I do?
Newsletters
How do I unsubscribe from your newsletter?
Wholesale
I'm a retailer. Do you sell your products at wholesale prices?
How do I use this website to make a purchase?
Selecting items to purchase is very easy. Simply browse our site, view the details of any items you would like to buy, then click on 'Add to Basket' to add the item to your shopping basket. The contents of your basket are always displayed in the left hand column. You may view your shopping basket details at any time by clicking the 'Your Basket' button at the top of the page. Viewing your basket also enables you to adjust quantities or remove an item.
When you have everything you wish to purchase in your basket, click the 'View Checkout' button at the top of the page. You have the option of logging in (if you already have an account), creating an account, or to order without creating an account. Creating an account provides you with extra facilities, such as order tracking and the ability to create a wishlist, plus you won't need to enter your address details each time you order.
Select the account option you prefer, then enter your details on the forms as they appear. You may pay for your purchases online using your credit or debit card via the PayPal or Nochex secure online services, or by sending us a cheque or postal order (details for this method are sent with your order confirmation email).
Final confirmation that you wish to place your order occurs when you click 'Submit Order to Us'. Up to that point, exiting the website or checkout procedure will stop the order process. If you've elected to pay online via credit or debit card, you'll now be forwarded to the secure PayPal or Nochex website to enter your card details (depending on which option you chose).
Once you've placed your order, you will receive a confirmation email with your order details, and instructions should you wish to cancel it.
Can I place an order by phone?
We do not take orders by phone unless you are unable to order via our website. Please note that payment will be limited to cheque or postal order only. We cannot take credit card details over the phone.
What do the FT, ET and RE symbols next to products mean?
These symbols indicate whether a product is fairly-traded, ethically-traded or contains recycled materials. For more information on these symbols, and fair trade, please view our Fair Trade Policy.
Are there any kinds of discounts available?
Not at the moment.
Can I order something that isn't in stock?
The checkout will not allow you to order something that isn't in stock. This is to avoid disappointment in the event that we are unable to obtain the item you wish to purchase immediately.
How do I pay for my purchases?
Payment can be made either online using your credit or debit card via either of our secure checkouts (provided by PayPal and Nochex), or via the mail by cheque or postal order.
PayPal do not require you to hold a PayPal account. If you do not have a PayPal account, simply select the option to pay by credit card without an account.
Nochex do not require you to hold a Nochex account unless your order is over £100.
Please note we are not liable for any charges levied by your bank/card issuer for any reason.
We are not registered for UK VAT, therefore VAT is not added to our prices.
Who do I make my cheque/postal order payable to?
Please make your cheque/postal order payable MOONDRAGON RETAIL. Please also write your order number on the reverse of the cheque or postal order.
How much will it cost to deliver my order?
Our standard postage and packaging rate is £3.25, and we currently deliver to UK addresses only. Postage and packing is FREE if you spend over £50.
When will I receive my order?
All orders under £30 are sent via First Class post. All orders over £30 are sent via Recorded Delivery. We may also choose to send orders below £30, at our cost, via Recorded Delivery. Your order will normally be dispatched the next working day, but always within 3 working days (barring unusual circumstances), and if your order was sent via Recorded Delivery you will need to sign for your parcel (or arrange for a neighbour to do so). Once dispatched, your parcel should arrive the next day (although some may arrive the day after). It should take no more than five working days for your parcel to arrive.
Please note that some heavy parcels may be sent via parcel post, in which case your order will take few days longer to arrive.
If you pay by cheque please allow a further 4 working days, as it must show as cleared in our bank account before dispatch.
Please note our store is mail order or online purchase only. Please do not visit us in person as we will not be able to assist you.
We cannot be held responsible for delays in delivery caused by external couriers.
Can I get my order delivered to an address different to my billing address?
We don't allow orders to be sent to a different address to reduce the risk of Credit Card fraud.
Do you deliver to my country?
At present, we deliver to the United Kingdom only.
What do I do if I have a problem with my order?
We hope you will be happy with your purchase. However, we promise you that if you are not 100% happy with any item you have purchased from us, simply notify us in writing (via email is fine) within 14 working days of receipt, take reasonable care of the item and return it in its original packaging (if possible), for a full refund to be paid within 30 days.
To make a claim in respect of goods damaged in transit or not received, you must contact us regarding your claim via post or email not later than 14 days from the date we confirm goods have been dispatched to you. Once this period has passed, all liability for goods passes to you, the customer, and we will not accept any liability for such claims.
If we have sent goods in error, they remain our property. Please notify us for return instructions.
If you are unhappy with our products or any part of our service, we would like to know! We will respond to complaints about any product or service we supply within 5 working days.
How do I contact you?
We can be contacted via our online form (click here for our online form), via telephone on 0870 745 6334 (National Rate), or via post at the following address:
Ethnic Spirit
Virtual Tapestry Ltd
Bridge Farm Cottage
Dulcote
Wells
Somerset
BA5 3NU
United Kingdom
Do you have an alternative to your 0870 number?
We do, but we can't guarantee it will always stay the same, so always check this page before you call us! Our standard landline number is 01749 988073.
Can I collect my order?
Our premises do not have a shop you can browse, nor will we sell items from the door under any circumstances. (We have a good relationship with our neighbours - we'd like to keep it that way!) Orders are strictly via the Internet or mail order only.
How do I know your product descriptions are accurate?
We always make every effort to display accurate product descriptions and pricing at all times. However, mistakes can happen (hopefully rarely!), and Ethnic Spirit reserve the right to refuse the sale of mis-described or mis-priced products. This does not affect your statutory rights as a consumer.
We are not registered for VAT, therefore VAT is not added to our prices.
What is the 'Wishlist' used for, and how do I use it?
A wishlist is a convenient way for you to save a reminder of an item you would like to purchase later.
You can add an item to your wishlist by clicking the 'Add to Wishlist' button for any item that interests you. The 'Add to Wishlist' button appears next to the 'Add to Basket' button under the product information.
You can view your wishlist at any time by clicking the 'Wishlist' button in the bottom menu bar while you are logged in to your account.
You can move wishlist items to your basket by clicking the 'Add to Basket' link on the right of the wishlist entry.To delete an item from your wishlist, click the 'Remove' link on the right of the wishlist entry. You can also update the quantity of an item in your wishlist by changing the appropriate quantity field, and then clicking 'Update Wish List'. Comments can be added for your personal use by completing the appropriate 'Add a Comment' field, and then clicking 'Update Wish List'.
You can email your Wishlist to other people by viewing your Wishlist, then entering their email addresses in the 'Send Wishlist To Your Friends' box (separated by a comma), then clicking the 'Send Email' button.
I've forgotten my password - what do I do?
If you've forgotten your password you'll need to get a new one sent to you.
To do this, click the 'Account Login' link in the bottom navigation bar, then click the 'Forgotten Password' link. Enter the email address you used when registered for your account in the box provided and click 'Send a New Password'. You will receive a new password via email, which you can change to something more memorable once you have logged in.
How do I unsubscribe from your newsletter?
Click the unsubscribe link in any newsletter you have received from us, or the link in the email sent to you when you signed up to receive our newsletter. If you are unable to find either of these, please email us using the email address you signed up with.
I'm a retailer. Do you sell your products at wholesale prices?
Not at the moment.