About Us
Euro-yo.com are specialist yo-yo retailers. Yo-yos by Yomega, Duncan, Yoyojam, Dif-e-yo, hspin, YoyoFactory and almost every yo-yo maker in the World! World-wide shipping. Based in the UK. New Heart Trading are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us using the link on the store page.
We do not have a shop, we only sell through the internet, no visitors please.
Our Contact details:
New Heart Trading
Basepoint Business Centre
1 Winnall Valley Road
Winchester
SO23 0LD
United Kingdom
Phone: 01962 832555
Fax:
Email: pete [at] euro-yo [dot] com
GB 901 9153 46
MOST COMMON QUESTIONS IN BRIEF
Do you have X in stock?
All stock levels are shown on the site and are updated hourly.
Do you have a shop?
No. We only sell online. You cannot visit us, sorry.
How much is shipping?
Shipping is based on weight and location.
Where do you ship?
Worldwide.
How quick do you ship?
Most orders will be shipped within one working day.
How long will it take to arrive?
Shipping is by National Post Services. Shipping times vary.
Where are you based?
Hampshire, UK.
What currency is used?
All transactions are in £ GBP UK Pounds Sterling.
How much will it cost in my local currency?
It depends on the exchange rates at the time of purchase. Use an online currency convertor to work it out.
For more detailed answers please see below.
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Making A Purchase Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. Mail Order sales only.
Payment Methods
We accept all major credit and debit cards including: Visa, Visa Delta, Visa Electron, MasterCard, Switch, Maestro, Solo, American Express, Diners and JCB. Payment by credit card is made through Protx, our secure payment gateway.
If you are an International customer, when you place your order your credit card company will convert the transaction to your own local currency.
Backordered items are not charged until they are shipped.
We also accept payments by PayPal (verified accounts with confirmed addresses only). Due to increasing online fraud, your PayPal account MUST be verified AND your address must have been confirmed by PayPal. PayPal payments from unverified accounts will not be accepted.
We do not accept Paypal Echeque payments.
To get your PayPal account address confirmed, you need to have taken a phone call or received a letter from PayPal at the address where you receive your credit or debit card statements, to demonstrate that you are the owner of the card. Please see the PayPal website for more information on getting your account and address fully verified.
To see if your PayPal account has a confirmed address, log into your account and go to 'Profile' > 'Add or edit address'.
International Postal Orders
We accept CashCheques which are purchased in a Post Office by prior arrangement.
These are known as "Vaglia postale Ordinario" in Italy.
Paypal email address for payments from verified PayPal accounts: sales@euro-yo.com
NoChex email address for payments: sales@letshavefun.biz
Cheques (UK only), International CashCheques and postal orders payable to: Peter Thake
We do NOT accept international bank cheques, sorry. This is due to the large fees charged by UK banks to deposit cheques which are in a foreign currency.
Please make cheques and Postal Orders (UK only) payable to:
New Heart Trading
and send to
New Heart Trading
Basepoint Business Centre
Winnall Valley Road
Winchester
Hampshire
SO23 0LD
United Kingdom
Don't forget to tell enclose your name, address and telephone number!
Important! Please CROSS all postal orders before posting them. This is so they can only be cashed through our bank account, so it is secure to send them through the post. Ask for help when you buy the postal order if you are unsure how to do this.
Please do NOT send cash.
We do NOT accept international bank cheques, sorry. This is due to the large fees charged by UK banks to deposit cheques which are in a foreign currency.
I do not accept payment by International bank transfer due to the large fees charged by UK banks. International bank transfers are slow and expensive; often the sender is not told that an intermediary bank will be used, and that this intermediary bank will deduct a large fee from the amount transferred. Also, bank transfers are slow and difficult to keep track of.
We do NOT accept Western Union or MoneyGram.
We do not do 'cash on delivery'.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.
Payment Security!
Please be assured that when you pay by credit or debit card using Protx, Paypal or NoChex you are taken to a fully secure independent payment web site.
How do I pay in my own currency?
All prices and transactions are in £ UK Pounds Sterling. All purchases must be paid for in UK Pounds Sterling. When you pay using your debit or credit card or a payment system such as PayPal, you will be charged your local currency equivalent of the UK pound sterling price at the exchange rate set by your bank at the time of the transaction. This is all done for you.
What are the "£" and "€" symbols?
£ is the currency symbol for UK pounds Sterling. € is the currency symbol for Euros, the currency of most countries in the European Union.
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Shipping And Handling
We ship Worldwide. Shipping costs are based on weight. Shipping times vary and depend on the performance of the carrier. You will be sent an email when your order is shipped. If you do not receive an 'order shipped' email please contact us. In the event of non-delivery your package will be returned here.
Shipping Lead Times
All orders will be shipped within one working day of receipt of payment. All orders are shipped with full postal insurance and proof of posting.
UK Delivery Options
You can choose First Class or Next Day delivery. The postage charges will be shown for each service. Special Delivery has a higher insured value and is recommended for orders with a value over £75.00.
First Class Royal Mail
UK orders are normally sent by Royal Mail First Class post. First Class delivery normally takes about 2 to 3 days but is dependent on the performance of the carrier. At our discretion, some orders may be sent by 1st class Recorded Signed For.
UK Next Day Delivery
You can choose to upgrade your delivery to Royal Mail Special Delivery Next Day™ (UK deliveries only). This guarantees next day delivery before 1pm and features online tracking, electronic Proof of Delivery and up to £2,500 insurance cover. It only applies to orders received here by 1pm (13:00 hours), Monday to Thursday, excluding Bank Holidays. Please note there are no Special Deliveries on Saturdays and Bank Holidays. Special Delivery orders are only posted on weekdays (excluding bank holidays).
Order received by 1:00pm (13:00 hours) Monday - delivery by 1pm Tuesday
Order received by 1:00pm (13:00 hours) Tuesday - delivery by 1pm Wednesday
Order received by 1:00pm (13:00 hours) Wednesday - delivery by 1pm Thursday
Order received by 1:00pm (13:00 hours) Thursday - delivery by 1pm Friday
Order received by 1:00pm (13:00 hours) Friday - delivery by 1pm the following Monday
Order received after 1:00pm (13:00 hours) Friday - delivery by 1pm the following Tuesday
In the event that Next Day delivery does not take place on time you can claim the postage costs from Royal Mail (less any handling charge we might apply). Terms and conditions apply, please see the Royal Mail web site.
International orders
International delivery times are not guaranteed but should only take about 4 days for Western Europe, 5 days to Eastern Europe, or 7 days for the USA and rest of the World. Delivery times will vary according to the performance of your National Post Service. The packets are delivered by your national mail service.
In the event of non-delivery your package will be returned here. Please contact me if you have not received your international order within 14 days of payment. Please feel free to contact me before this if you have any concerns!
You can choose to have your order shipped by either Royal Mail Air Mail or International Signed For. You must choose the service that provides sufficient insurance cover for your order. No other shipping methods are available.
Air Mail
Air Mail is ONLY for lower value orders (below £39.00). Delivery times are similar to International Signed For. Insurance cover is ONLY up to £39.00, so this service is NOT for higher value orders. It is NOT trackable. It is NOT signed for. It is NOT available for some high risk countries. It is ideal for cheap shipping of low value orders.
International Signed For
Royal Mail "International Signed For" is a secure insured priority signed-for Air Mail service. This service MUST be used for orders with a value over £39.00.
Signed for - a signature is taken at the destination.
Trackable - all items are tracked until they leave the UK, and in some cases on arrival in the destination country. Check the progress of your item online until it reaches the destination country's postal service as a registered item. The International Signed For tracking reference can be supplied on request. You can track the item while in the UK on the Royal Mail web site at http://www.royalmail.com/portal/rm/track. Once the item leaves the UK your National Post Service is responsible for tracking and delivering the item.
Insured - cover of up to £250 or £500, depending on the destination.
International Signed For™ delivery times vary but can be within three working days to Western Europe, four working days to Eastern Europe and five working days for the rest of the world. This varies greatly.
Insurance
In the unfortunate but rare event of an order going missing a claim for compensation will be made by us for the lost items. Once a successful claim has been made, you will be refunded or a replacement order will be sent.
In the UK a claim for lost post can be made after 15 working days.
If the item was posted internationally, we will submit a claim after 30 days.
How much will shipping cost me?
To find out how much goods will cost to ship to you, add those items you are interested in to your basket and go to the checkout. It will then tell you the shipping charge loosely based on the total weight of the products and your location. Doing this does NOT commit you to any purchase!
Per conoscere l'importo comprensivo delle spese di spezione, aggiunga
in prodotto da Lei scelto al carrello, e prosegua cliccando su "checkout
now", inserendo il Suo indirizzo il sistema calcolerà le Sue spese di
spedizione. Questa procedura non comporta alcun acquisto!
Um herauszufinden wie viel Waren kosten um zu Ihnen zu versenden, addieren Sie jene Einzelteile, die Sie innen zu Ihrem Korb interessiert sind und gehen Sie zur Prüfung. Sie erklärt Ihnen die Verschiffengebühr dann, die lose auf dem Gesamtgewicht der Produkte und Ihrer Position basiert. Das Handeln dies legt Sie NICHT an irgendeinem Kauf fest!
Pour découvrir combien les marchandises coûteront d'embarquer à vous, ajoutez ces articles que vous êtes intéressé dedans à votre panier et allez au contrôle. Il t'indiquera alors la charge d'expédition lâchement basée sur tout le poids des produits et de votre endroit. Faire ceci ne vous commet à aucun achat !
All prices exclude postage and packing (shipping). Postage and packing is very reasonable and is charged on a total weight and destination basis. Shipping is calculated at the checkout before you commit to pay.
What are the prices in my local currency (Dollars, Euros etc) ?
To convert the prices given in £ pounds into your local currency you can use a currency converter on the internet. Use Google to search the phrase "Universal Currency Converter" to find a suitable online tool. Remember that the actual conversion rates change all the time.
All prices are in £ UK Pounds Sterling. All payments must be made in £ UK Pounds Sterling. When paying by Paypal or credit card, the bill will be in £ Pounds. This is automatically converted for you into your local currency, at the current exchange rates.
What is the € price shown in the shop?
Next to the price in UK £ Pounds is the approximate price in € Euros. This uses a fixed unchanging exchange rate and is intended as a guide only for my European customers.
What is my tracking number?
We can provide you with your tracking number on request. It is not the same as your order number.
Which packages can be tracked?
Only packages sent using the Royal Mail 'International Signed For' service can be tracked. Air Mail is not trackable.
How to track an International Signed For package
International Packages shipped by the International Signed For service are trackable. Packages are handled by Royal Mail while in the UK and are given a UK tracking reference. They are passed to the appropriate National Postal Service once they reach the destination country. Most National Postal Services use the UK tracking reference. The UK tracking reference is in this format: RJ123456789GB.
While the package is in the UK, you can track it here:
http://postcode.royalmail.com/portal/rm/track
Once the package arrives in the destination country, you can usually track the package online using your National Post Service web site. Tracking methods vary by country. We do not have a complete list but these include:
USA:
http://www.usps.com/
Italy:
http://www.posteitaliane.it/
Turkey:
http://www.ptt.gov.tr/
France
http://www.chronopost.fr
Hong Kong
http://hongkongpost.com/
Greece
http://www.elta.gr/
Canada
http://www.canadapost.ca
The Netherlands
http://www.tracktrace.nl
Note: it is not clear if you can track international packages in The Netherlands.
Lietuva, Ukraine, Slovenia, Slovakia
www.worktrace.com
UK
http://track.royalmail.com/portal/rm/trackresults
Other - use the 'Post/EMS' option.
www.track-trace.com
About tracking your package on USPS
Why does USPS online tracking say "We have received notice that the originating post is preparing to dispatch this mail piece"?
USPS can only be used to track your package once it arrives in the USA, clears US Customs and enters the USPS postal system. Until it clears US Customs, USPS will only report that the sender is preparing to dispatch the package. Sometimes packages can be stuck in US Customs for many days or weeks, particularly at busy times of the year. This is outside of our control.
Once the package enters the USPS postal system, USPS online tracking will report something like "Origin Post is Preparing Shipment". Delivery will then normally be within a few days, depending on the performance of USPS. Subsequently USPS will display a message saying "Your item was delivered" with delivery times and dates. If delivery fails, USPS will indicate when the delivery was attempted. USPS should leave a calling card if they cannot deliver and should try to redeliver the package again.
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Delivery Schedule
Delivery Times
I have a daily collection of mail (Monday to Friday). Orders received and paid for by 1pm (13:00 hours) Monday to Friday will generally be shipped the same day. I can usually promise to despatch your order within one working day of receipt of payment. International orders to Europe are generally delivered in under 7 days. International orders to the rest of the World generally arrive in under 10 days.
Urgent Orders
If you want your order sent by guaranteed next day delivery (UK), it can usually be done (at extra cost) and with sufficient notice. Please ask!
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Back OrdersHow accurate are your stock levels?
Stock levels for all products are shown on the web site and these should be very accurate. An automated process updates the stock levels as new orders are received. In this way the stock levels are updated every hour, 24 hours a day, 7 days a week.
If your item is not in stock, we may be able to back order it for you. Ask us for help. |
| Tax Charges For orders made from the UK or the European Union, 20% VAT is added. All other orders are VAT free. |
Credit Card Security Security policy
Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.
Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.
Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.
So when buying through our site, you can be sure that you are completely protected.
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Guarantee We want you to be able to buy in the confidence that you are going to get good value, great service and excellent products. I want you to be happy with your purchase. If this is not the case, for any reason, simply return the item to me within 7 days of purchase and I will give you a full refund. If the item has in all fairness been accurately described, then you (the buyer) will pay the cost of returning the item. The item must be returned in the same condition as it was received. Please do not hesitate to contact me, Pete, via email at sales@euro-yo.com or by telephone on 01962 832555 if there are any problems at all.
We will replace any item found to be faulty within 28 days of purchase. Breakages are not usually covered, sorry. If I do not have a replacement in stock I will refund you in full. |
Reaching Us
If you need to reach us, please email us using the link on the store page, alternatively, you can call on 01962 832555 (International +44 01962 832555) or write to us at
New Heart Trading
Basepoint Business Centre
1 Winnall Valley Road
Winchester
Hampshire
SO23 0LD
United Kingdom |
Privacy Policy New Heart Trading do not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.Data collected by this site is used to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes |
Returns Policy We want you to be happy with your purchase and to be able to buy in the confidence that you are going to get good value, great service and excellent products. If this is not the case, please let us know.
If a product is faulty and cannot be repaired, we will replace it or refund you upon return of the faulty item. If a product is NOT faulty, we will refund you if the product is returned to us in an as new, resalable, unused, unplayed condition with all the original packaging. Please contact us first.
If you are having problems with your new yo-yo, please take a look at our Yo-Yo Help Section on the Euro-Yo web site and if that does not help, please ask us for help. Yo-yos are rarely faulty; quite often a problem can be resolved by email or phone. Please remember that yo-yos do require some maintenance. For example, new yo-yos often require 'breaking in', the yoyo ball bearing is often supplied greased and will require a clean for optimal performance, the string will need to be changed and the response pads often need to be worn in through play for best response.
If we are not able to help you resolve any faults with a product please contact us for a Returns Number.
If you wish to return a product that is not faulty, please contact us for a Returns Number and then return the unused item to us within 7 days of purchase. It must be returned in the original packaging and in its original condition. If the item has in all fairness been accurately described, then you (the buyer) will pay all postage costs. The item must be returned in the same condition as it was received. Please do not hesitate to contact me, Pete, via email at sales@euro-yo.com or by telephone on 01962 832555 if there are any problems at all.
Please note that once a yo-yo has been thrown (ie played) it is used and is no longer new. We cannot refund customers who return a played yo-yo. You cannot try a yo-yo and then decide you do not like it, sorry. Once a yo-yo has been played it is used and we cannot and do not sell it as new. A played yo-yo, however carefully treated, will have suffered wear and tear. Please choose a yo-yo carefully! Remember that many yo-yos are for very advanced players and are very difficult to play and maintain. If in doubt, please ask!
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
Cooling Off Period:
If you are in the European Union you are entitled to return anything you purchase if you change your mind within 28 days of the purchase date. The unused item must be returned in its original condition with the manufacturer's packaging unopened. Unless the product is faulty the customer will pay the cost of postage.
Faulty or defective items:
We will replace any item found to be faulty within 28 days of purchase. Breakages are not usually covered, sorry. If I do not have a replacement in stock I will refund you in full. Some items are covered by the manufacturer's warranty and it may be quicker to deal with the manufacturer directly. Please ask me!
Returns:
Under the Distance Selling Regulations, you have a right to cancel your order for any item purchased on this website for a full refund. Please notify us by email, letter or telephone within 7 days of receipt of the items if you wish to return them. Items must be returned in their original condition and in their original packaging for arefund. You must take reasonable care of the item(s) and must not use them. Unless the product is faulty the customer will pay the costs of returning the goods.
Please note that once a yo-yo has been played it is no longer new and unused. Refunds will not be given for yo-yos that have been used, unless they are faulty.
Yo-yo Breakages
Yo-Yos WILL break if they hit anything during play, if they are sat on, kept in a pocket, over-tightened, under-tightened, the axle is mis-threaded, if pieces are lost, or if the string breaks during play and the yo-yo hits anything. These are just a few of the ways a yo-yo can become broken or damaged. There is nothing wrong with the yo-yo. BREAKAGES ARE NOT COVERED BY ANY WARRANTY unless it can be proven that the item was faulty. Please do not ask for a refund as refusal can offend. Note that metal yo-yos are not necessarily stronger than plastic yo-yos.
How can I cancel my order?
If the order has already shipped, just contact us to obtain a returns number. Then send it back to us at the address provided, in its original unopened state, with your name and address and the returns number. If the order has not yet shipped contact us to cancel.
Do you charge a fee for returns?
If you decide to cancel your order, we will charge you a £2.00 administration charge. This will be deducted from your refund. This charge contributes to our staff costs and any bank fees incurred processing your refund. Applies to non-EU customers only.
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| Remittance Terms Payment must be made in advance. No orders will be shipped unless full payment has been received. |
Copyright 2011, New Heart Trading. Euro-Yo is part of New Heart Trading, run by Peter Thake, a registered Sole Trader. Established in 2005, based in Hampshire, UK. All images and trade names are used with permission. VAT Registered 901 9153 46. |
