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How To Contact Us You may contact Tortoys via our 'Conatct Us' page.  We are an online business only, and stock is not held at our office address.

Making A Purchase Click the + ADD button next to an item you wish to buy and it will be added to your shopping basket. Click VIEW BASKET at the top right of the page to view or amend your basket contents and to see the total including delivery. When you are ready, click CHECKOUT to proceed to our secure checkout and make payment.

As soon as you have completed checkout, the message SOLD will appear on the website next to the items you have purchased. This means they have automatically been reserved for you and will be dispatched shortly if payment has been made.

All items are sold subject to availability. We reserve the right to cancel any order prior to dispatch and refund any payment received.

Delivery and Packing Website prices exclude delivery. The delivery charge is added at the checkout and is based on the approximate total weight of the package, the destination and the delivery method. We can only consider claims for loss or damage in transit if a Tracked or 'DHL' delivery method is chosen. The delivery charge includes packaging and handling. Orders for multiple items may be split into two or more packages.

We deliver worldwide. Payment of any import duty or tax levied by countries outside the European Union is the responsibility of the purchaser.

Orders are dispatched immediately upon receipt of payment, either the same day or the next available business day. Within the UK most items are delivered the following business day. For the rest of the world, delivery is normally within 3-5 days. Heavy or bulky items may take longer. Tracked services usually require a signature on delivery and may be tracked at www.royalmail.com or www.dhl.co.uk as appropriate.
For full details please see our Table of Delivery Charges.

Payment Payment is due at the time of purchase (card payments and PayPal) or within 14 days (Personal Cheque, Bank Transfer, Bank Draft and Postal Money Order). We reserve the right to wait for cheques and drafts to clear before dispatching goods.

We accept the following payment methods:

  • Credit and Debit Cards Card payments are made securely through SellerDeck Payments powered by NMI Payments (CreditCall). CreditCall is certified to the highest level of the Payment Card Industry Data Security Standards (PCI DSS) so you know your payment data is in the safest possible hands. In certain circumstances we may need to contact you to perform additional security checks before dispatching your order.
  • PayPal You may pay using your PayPal account. The Tortoys checkout automatically transfers you to PayPal's own website so you can log in and make your payment securely.
  • Bank Transfer, Bank Draft, Postal Money Orders and Personal Cheques (UK only) If you have chosen one of these payment methods, you will receive an email from Tortoys giving details of how to complete the transaction. All payments must be in GBP (Pounds Sterling) and must be received within 14 days of the order being placed.

No other forms of payment will be accepted without prior agreement. Please DO NOT send cash by post.

Reservations A Reservation service is offered free of charge to our customers on a "fair use" basis. Items may be reserved for up to 120 days, subject to availability. Reservations exceeding this period will be cancelled automatically. We reserve the right to cancel a reservation at any time. Customers may cancel a reservation without penalty by emailing us at any time within the 120 day period. Cancelled reservations are not renewable.

Items should be reserved online via the website. Simply add the item(s) to the basket, then proceed through the checkout in the same way as making a purchase, but select 'Please reserve these items for me' as the payment method. The item(s) will immediately appear as SOLD on the website, and shortly afterwards will be moved to your personal Reservations Page. We will email you with a link to this page. Any further items you reserve will be added to your page and you may also go there to pay when you are ready. Delivery charge will be calculated on the total shipping weight of the items.

Reservations may also be requested by email or text message, but these may not be processed immediately and another customer may purchase or reserve the item(s) meanwhile. Online reservations will always take precedence.

Returns Policy Any item may be returned within 14 days of delivery for a refund of the purchase price, whatever the reason. If you are returning an item because it is not as described on our website we will also refund the delivery costs. Please contact us before returning anything to us.

Cancellation Policy
You may cancel all or part of an order at any time prior to dispatch. A full refund will be made immediately we are notified of the cancellation. Once an order has been dispatched, our Returns policy will apply. Tortoys reserves the right to cancel any order prior to dispatch and refund payment in full.

Privacy Policy Please see our full Privacy and Security Policy.

Tortoys does NOT store customers' financial details (including full credit/debit card numbers).
Tortoys does not disclose customers' personal information to third parties other than carriers for delivery purposes. Data collected by this site is used solely to:
a. Take and fulfill customer orders.
b. Inform customers by email, if they request, of Tortoys offers and promotions.

Tax We are not a tax-registered business and therefore prices do not include tax.

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