We have the following system for handling complaints:-

Our complaints procedure is available on-line, is easy to use and confidential. In the event of a complaint, please email complaints@pazyryk.co.uk, where your email will be passed to the Managing Director for analysis. He will acknowledge complaints within 3 working days and advise you how long it will take to resolve the complaint. He will keep you, the customer, informed throughout the process. The Managing Director has requested to see all complaints as he knows who comes first, it is you, Pazyryk Limited's Customer.

We want and hope you ENJOY your shopping experience.

quantity and then press the UPDATE button. Once you are ready, click on 'Order', where you will be asked for a few details that we need to be able to satisfy the order.

If you do NOT see the 'Add To Shopping Trolley' button underneath a product, then this means it is most likely part of a discontinued line of goods. If the goods are simply awaiting stock, then the text will read 'Out Of Stock' underneath the product. We hope this clarifies our stocking policy.

WE DO NOT CONDONE UNDER-AGE SMOKING. You agree, by using this site that, if you purchase any tobacco related products from Pazyryk Limited, that you are of legal age for the country you are ordering from / shipping to, and not in contravention of any local Laws or Customs regulations regarding the importation or use of such goods. Proof of age is required in ALL cases for the supply of tobacco and rolling papers. Note Best: You must be AT LEAST 18 Years of age in the United Kingdom, this is the Law.

We accept Visa, Mastercard, Switch, Maestro, Electron, NOCHEX, Delta, UK cheques & Sterling bank transfer via internet banking or bank. Bank Giro Credit or internet bank transfer can take as little as 2 days to transfer funds. Email sales for details. Cheques, Postal Orders, Solo, Electron and Bank Transfers require proof of age that you are 18 or over. You can fax this to us on +44 (0)141 772 4383.

We DO NOT accept PAYPAL. PAYPAL is not a BANK like LloydsTSB. This is not our view, it is defined by the UK Financial Services Authority, part of the UK Government. You should note that the UK equivalent service, is NOCHEX, and is run by a very large UK company.

SECURITY

For Credit Cards, LloydsTSB London in association with SecureTrading, in Wales, will handle the transaction in a safe way, to keep you secure on-line. These High Street Banks and Payment Providers are the best available when it comes to handling secure web transactions. We pay a LOT of money annually to these organisations, on your behalf, to provide you with a safe trading environment. We do not keep ANY record of credit card numbers on our premises, to protect the security of customers. These details are only held by Securetrading & LloydsTSB. All paperwork relating to your sale which is not required for accounting purposes is 'security shredded' before disposal, to ensure your safety. We will NEVER disclose the contents of a parcel other than to the person who has placed the order. We don't care if it's your 'Husband' or your 'Mother', we will not tell them; this is the Law and the very reason we are registered with the UK Data Protection Services. The safety of your data is paramount to us. Visit http://www.getsafeonline.org/ for tips on securing your PC and shopping safely.

Please Note: Budget 5 Day delivery is slower than 1st or 2nd Class Mail within the U.K., taking at least 5 days for delivery, after despatch. Small 'Airmail Orders' are subject to a small order fee, which is already included in any costs shown for Shipping and Handling.

Parcelforce 24 will carry upto 10kg for a flat fee and also Parcelforce 48 will carry upto 30kg. Please avoid trying to ship lighters which cannot be drained of gas on any of these services. This means most plastic lighters. Orders destined for Northern Ireland are subject to a 6 GBP + VAT surcharge on this service. Other non UK mainland addresses may incur additional charges as well. If in doubt, please ask, all carriage costs are passed onto the customer.

Next day services must be ordered before 3pm for same day despatch, apart from Wednesday, when orders must be placed by12pm for same day despatch. Parcelforce 24 and 48 must be ordered by 11am for collection that day. Goods ordered on a Friday using Royal Mails 'Special Delivery 1pm' and 'pre 9am' services are not Guaranteed delivery until the Monday. However, it is our experience that Pre 1pm delivery parcels despatched on a Friday do usually turn up on Saturday in most cases, this is not guaranteed though. This service is not available on Saturday or Sunday. Note: There is now a Guaranteed Saturday delivery option by 1pm. It can be ordered any day but will only be delivered on Saturday. Compensation, up to the value of the postage, less any VAT, may be payable if your item is delayed, at the discretion of Royal Mail.

Compensation limits for lost goods are as follows:

Special Delivery 9am & 1pm = 150 GBP

1st or 2nd Class Recorded and Budget 5 day Parcel = 32 GBP

DHL = 60 GBP

International Orders = 150 GBP

Parcelforce 24 & 48 = Compensation up to £150 per consignment included in the price. More on request.

Additional amounts can be insured for a small extra charge, email sales@pazyryk.co.uk for details. This can be added to your order after it is placed.

There is NO despatch or delivery on Public Holidays. Also note, that Scotland has different holiday dates to England.

Please give a working e-mail address, as we may need to contact you and your receipt is e-mailed to you automatically. Also, you will receive an email once the goods have actually left the premises. We only send out orders with 'no email address' in exceptional circumstances. Hotmail style addresses are often unreliable so do give us your main e-mail address. Also, AOL addresses are unreliable if you have your Spam control features in full effect. You can change this in your preferences. We positively, do not send ANY Junk Mail. If you do not want to receive our quarterly newsletter, please specify at the checkout.

We may occassionally vary the method of delivery chosen if we feel it represents a faster delivery period, or is more appropriate for the size of the order.

In the case where you wish to have goods sent to a 3rd party delivery address, i.e. not the statement address for the card you are using, it is at our sole descretion as to whether we will fulfill such orders on a 'first time customer' basis. We would advise you to register for the 'Verified By Visa' or 'Mastercard SecureCode' program with your card issuer. Once you have this form of 'Chip & PIN' for the web, we can then send orders to your place of work or other areas. Your new PIN can be used at our checkout with 'securetrading'. This service is available on an International basis, and guarantees the security of your transaction and that you are the cardholder, even if you are away on work or for other reasons; we appreciate our clients' travel. This is for the protection of the cardholder and ourselves. Should additional security questions exist because of non-registration, we will inform you by email as soon as possible. International orders, allow 7 - 14 days for delivery.

Non E.U. orders do not incurr VAT, however, you are responsible for any Tax or Duty which may apply in your Country / State upon arrival of the goods.

For the USA only: U.S. customs, in London, have advised us that goods (excluding delivery charges) upto the value of $100 will not be assesed for any tax or duty when they arrive in the United States.

This site meets the criteria of the United Kingdom's major clearing banks security criteria for credit card processing. See http://www.securetrading.com for full details.

Securetrading Ltd. use Military strength encryption with additional fraud detection systems.

Pazyryk Limited may also carry out other checks, simply to verify you are the cardholder. Non UK residents note best: This may involve asking you for further information or identification. In some cases, we may charge your card for the goods, but delay despatch. We may ask you to provide details from your card statement. This will happen only in order to get you to verify that you have full access to the account being used for your purchase. Should you not wish to continue with your purchase, a full refund will be made immediately. Please be patient with us, as we process your order. Some banks can be slow to respond to requests for information.

Email queries are ALWAYS dealt with first. Telephone calls second. If you can't get in touch for technical reasons, send a Fax to the Managing Director on +44 (0)141 772 4383, 24 hours / seven days a week. This is a standard UK Land-line number and a computer will accept your fax. Note: It will not accept voice calls, only faxes.

You can call on 07932 050 784 Monday-Friday 1pm - 2pm GMT. This is a premium rate line (Calls are charged at 25p per minute, but may vary according to your phone provider) (International +44 <phone without first zero>) We use a mobile service so we can give you round the clock support. We'll happily call your landline back if you ask us to, or your mobile. We want to make communication with our customers as easy and inexpensive as possible. You can also send a text message to us as well on the same number.

Alternatively, write to us, at our registered office, Pazyryk Limited, 2 Avon Grove, Midlothian, Edinburgh. EH4 6RF SCOTLAND

The person responsible for privacy matters is Paul and he may be contacted via e-mail at paul@pazyryk.co.uk. Our concern is that your have an online point of contact for privacy matters. We are registered with the UK Data Protection Agency, registration Number Z8112460.

INFORMATION COLLECTED ABOUT YOU:

Who Collects - Pazyryk Limited. In addition, Securetrading Ltd and LloydsTSB Cardnet Ltd.

What's Collected - Any information given at the time of ordering or registering.

Why - Pazyryk Limited use your information to create your order, confirm payment and deliver the goods you have requested . Securetrading Ltd and LloydsTSB Cardnet will collect information required, ONLY in order to process your payment for the goods you order, or to prevent fraud.

How - Information is collected lawfully and in accordance with the Data Protection Act 1998. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' option.

Pazyryk Limited do not disclose buyers information to any other third parties. Also, in accordance with the 'Privacy & Electronic Communications Act' passed into law 11 Dec 03, We do not send random marketing emails to personal email addresses (spam).Data collected by this site is used to:

a. Take and fulfill customer orders

b. Administer and enhance the site and service

c. Issue a unique identifier (e.g. customer login)

d. Monitor customer account status beyond that required for individual purchases

You may return the goods within 14 days. You have the right to cancel your order (a 'cooling off period') within 14 working days without giving a reason. The 14 working days start from the day after the day you receive the goods.

The goods must be unused and in good condition, with all packaging.

Under the EEC Directive on distance selling, incorporated into UK law by The Consumer Protection (Distance Selling) Regulations 2000, you are required to provide written notice of cancellation within 7 working days, however, Pazyryk Ltd will give you 14 Days, just to be sure you get exactly what you want. This can be by email to enquiries@pazyryk.co.uk or a letter posted to our address as listed in the 'Reaching Us' Section. Goods do not have to be returned within this period for you to secure a refund. A refund will be made within 30 days of cancellation, irrespective of whether goods have been returned at this stage. If goods have not been returned, where requested by Pazyryk Limited, Pazyryk Limited is entitled to make a charge to reflect the cost of collecting goods from you and deduct this from the refund. Your statutory rights are not affected.

The initial shipping & handling charge plus the postage costs for returning goods, are to be paid by the customer. This will be deducted from your refund.