How To Order
If you are not an existing customer, please register on our Trade Shop Page. Once you have completed this, you will be able to see prices, browse the site and add goods to your basket.
A contract between Alexander Thurlow and yourself will be set up once we dispatch the goods and send you an invoice. This is 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. If there is a price change, we will always contact you first to ensure that the price is acceptable.
Our contact details are as follows.
Alexander Thurlow & Co Ltd
Unit 4, 1-7 Ernest Avenue
London SE27 0DQ
Tel 020 8766 6466
VAT Registered Number: 315087417
If any items you have ordered are no longer in stock, we will contact you to let you know when they will be available for delivery.
You will not usually be charged until the goods have been sent. However, Alexander Thurlow is not obliged to accept your order, and may req suitable method of payment before the goods are dispatched to you.
Payments can be made by credit or debit card or by direct transfer into our bank account made payable to Alexander Thurlow Co or by cheque (with prior agreement). All credit card/debit card payments are made through the World Pay secured site. We do not store any card details relating to secure payments.
Alexander Thurlow will endeavour to process and dispatch all orders within 3 days. Any out of stock items will follow at the agreed delivery date, unless otherwise advised.
Orders over £150 excl VAT will be delivered free of charge in the UK Mainland. Orders under £150 will incur a £6.95 delivery fee in the UK Mainland. Minimum order value is £75 excl vat.
Overseas orders delivery charges will be quoted on request.
If we have received notification of your cancellation before your goods have been dispatched your order can be cancelled without any charge. You may also request that your order is amended, such as removing items, adding items or increasing quantities of items.
If we have received notification of your cancellation once your order has been shipped, our 28 day returns policy will apply. Alexander Thurlow guarantees to credit the cost of any item returned within the 28 days from the date of invoice. Refunds will be issued to your account. No refund for postage can be provided once the order has been dispatched, the cost of postage merely covers the cost of sending the goods to you, and a service cannot be credited once begun. This is unless Alexander Thurlow agrees that the goods are damaged. Alexander Thurlow is not obliged to credit any local taxes, import duties or custom charges paid.
Alexander Thurlow offers a satisfaction guarantee policy allowing you to return the goods within 14 days from receipt. Goods are returned at no cost to Alexander Thurlow. Goods returned within 14 days from receipt as part of our satisfaction guarantee policy must be returned in ‘as sold condition’. Goods returned not in ‘as sold condition’ will affect the total amount refundable. Goods returned after 14 days from receipt are not refundable under the satisfaction guarantee policy. All goods remain the property of Alexander Thurlow until full payment has been received.
Alexander Thurlow & Co Ltd is a TRADE ONLY company. By placing an order, you confirm that you are a Trade customer, that you are purchasing the goods for the purpose of resale by way of a business, and that you are not acting as a consumer.
Customers have 14 days from the date of the delivery to report any shortages, breakage, miss-deliveries and non-deliveries. Alexander Thurlow will not be liable for any such claims made after this time.
1. What personal information we collect.
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.
2. What we do with the information we gather
We process personal information to enable us to buy, sell, promote and advertise our products and services; maintain our own accounts and records; support and manage our employees. For trade customers, we may also share information with our self-employed sales agents to enable them to sell and promote our products and services and maintain their own accounts and records in their sales territory. Communication may be by email, phone or post.
We are required to comply with all aspects of the General Data Protection Regulation (GDPR).
With regards to timelines, we will keep all sales related personal information for at least six years as directed by HMRC.
3. Your consent and rights
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific legitimate reason only. If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at firstname.lastname@example.org or mailing us at: Alexander Thurlow & Co Ltd , Unit 4 1-7 Ernest Avenue London SE27 0DQ.
Any person may request a copy of personal information pertaining to themselves, which shall be provided free of charge after reasonable proof of identity. Any personal information held on our systems will be deleted on request and after reasonable proof of identity. You can request a copy of the information we hold on you by email or writing to us as above or by calling on 020 8766 6466.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. We follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed. If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and we follow all PCI-DSS requirements.
5. Third party services
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us. However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers. We use World Pay payment processing.
Google Analytics: Our store uses Google Analytics to help us learn about who visits our site and what pages are being looked at. The collected data is anonymous.