Frequently asked questions

 

Is my information safe?

At www.themouseclub.co.uk, we take security very seriously. We use a secure connection between your browser and our server to ensure that any contact details you give to us are transmitted securely and we encrypt the data in our database once we receive it. This means that if anyone was to steal our database, they wouldn’t be able to retrieve your details without thousands of computers and many years to crack the encryption!

 

What happens to my personal information when I register on the site?

Any information provided by you as part of our registration process is for www.themouseclub.co.uk use only. We do not pass on any information to third parties in any way, shape or form.

On occasions we may email you with an update on our free resources, new products or special member offers. If you would like to unsubscribe from these mailings, please log into your account and uncheck the relevant box(es).

 

How do you store my credit card details?

We don’t store any credit card information ourselves, instead we use PayPal, one of the world’s leading online transaction security specialists to process your payment. In fact, PayPal are now officially recognised as a bank in the EU and are subject to the same rules as your own bank!

If you have any queries about site security please call us on 0161 247 7932 or email us at support@themouseclub.co.uk and one of our Internet Team will try and answer your queries.

 

Do I have to create a PayPal account to order online?

In a word, no! You can just enter your details into the secure web page and the system will not remember them again. If you think you might use PayPal again for your purchases either at www.themouseclub.co.uk or the thousands of other internet sites that accept paypal, then it might be more convenient for you to create an account and have your details saved for your next purchase. We want you to choose the option you are most comfortable with.

 

How much is delivery?

Delivery costs £2.00 per item and then 50p per additional item. So, if you were to order 3 Mouse Island CD-ROM’s, then it would cost you £2.00 + 50p + 50p = £3.00.

 

How quickly will my order arrive?

We aim to ship orders out within 2 working days, subject to stock levels and goods are generally sent through Royal Mail. Most goods are usually delivered within a week. Should we not have sufficient stock, then someone will contact you and give you an estimated delivery date.

 

I haven’t received my order, what should I do?

If you haven’t received your goods with a week of placing your order, please ring us on 0161 247 7932, fax us on 0161 237 5156 or email us at sales@themouseclub.co.uk and we will be happy to look into it for you.

 

How can I contact you if I have a problem placing my order?

Should you have a problem with our website during placing your order, you can ring us on 0161 247 7932, fax us on 0161 237 5156 or email sales@themouseclub.co.uk.

 

Can I buy a product in any other way?

Of course! You can ring us on 0161 247 7932, fax a purchase order through to 0161 237 5156 or email sales@themouseclub.co.uk.

 

Can I order for my School/Local Authority?

Yes. We are more than happy to accept orders placed through Schools and Local Authorities. All items ordered will be despatched with an invoice for payment within 30 days.

 

I would like to place a bulk order, do you offer discounts?

If you would like to place a large or bulk order, please contact us on 0161 247 7932 to discuss your requirements. We are sure we can offer a discount depending on the size of your order.

 

I haven’t received any emails from www.themouseclub.co.uk?

This is a common problem that we see but is often out of our control. Please check your email settings and your anti-spam settings to make sure that you can receive emails from any emails sent from themouseclub.co.uk. This is very common with Hotmail, BT/Yahoo mail and AOL email users in particular. Please check the help files of your particular email provider for further details on how to do this. If you still have problems, then please give us a call on 0161 247 7932.

 

Do you have a refund policy?

Of course! Should you not be happy with your product, you can return it to us within 30 days and receive a full refund so long as the product is still in a saleable condition.

 

I’ve forgotten my password, what should I do?

You can use the password reset function on our website which you can find by the login box.

 

I need some help with my purchase, how do I get technical support?

First, check out our Support Pages. We have very few issues with our products so most likely your question will be answered there. Should you not find the solution to your problem, then you can email us at support@themouseclub.co.uk or call us on 0161 237 7932.

 

Who are www.themouseclub.co.uk?

www.themouseclub.co.uk is wholly provided, free of charge, by d2 Digital By Design Limited, a web design agency based in Manchester who specialise in producing resources, websites and marketing campaigns for the Public, Charities and Not for Profit sectors and for organisations who need both content and production skills, particularly in relation to Health and Education related projects.

Should you have a project in mind that you think we might be able to assist with, then please feel free to have a look round our website or call us on 0161 247 7932 for a no obligation chat.

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