The Rose In Darkness (Paperback)

At Loaded Dice we take pride in our shipping. You have made a purchase with us and we greatly appreciate it, we will do everything in our power to get your package to you as fast as possible and in the best condition.

1. Free Shipping Exclusions
2. Order Amendments / Cancellations
3. Shipping Rates
4. Why Hasn't my Order Shipped yet?
5. Order Not Arrived
6. Tracking Says Delivered but it's not
7. Delivery Failure
8. Incorrect Item Received or Item Missing
9. Right to Cancel
10. Stock Outs
11. Delivery Timeframes
12. Returns Policy
13. Return Address
14. Changed Your Mind
15. Damaged or Faulty Item
16. Attempted Fraud / Fraudulent Activity

1. Free Shipping Exclusions

Please note, there are some free shipping exclusions such as spray paints or large and heavy items and the free shipping information bar at the top of the page may not reflect this. All products that are excluded from the free shipping will be indicated on their respective product pages or on the checkout page.

2. Order Amendments / Cancellations

We have worked hard to provide an efficient dispatch and shipping service, we all like to receive our goodies as fast as possible and we are set up to provide an incredible service.

If you place an order with us by 2:30pm (weekdays) it will be picked, packed and shipped the same day. Because of this, any cancellations and amendments must be made as fast as possible. Please use the following methods if you need to change something:

1. email - customerservice@loadeddice.uk
2. telephone - 01446 788 676

Please be aware - you MUST receive confirmation of some kind (verbal or written) that we have received your request and your order has been amended. If you do not receive a response your order may be dispatched unamended and you will be responsible for any returns of unwanted items. This is particularly important during busy times.

Orders that have been fulfilled and where a dispatch notification has been sent CANNOT be amended or cancelled under any circumstances. Please see below for your rights regarding your right to cancel.

All products are shipped via Royal Mail 48 Tracked as standard. Express service refers to Tracked 24 which usually means next working day, however this is not a guarantee. We apply a discretionary signed for service at no extra charge should the value of goods exceed a desired threshold set by us or if we deem an address may be problematic for Royal Mail staff.

3. Shipping Rates (Excluding RM Prohibited Items)

Where possible we always keep postage and packaging rates as low as possible. We only pass on costs that are applied to us.

Our shipping rates are as follows:

Please note that we try our best to offer the most competitive shipping rates. Shipping fees incurred by the customer are only covering the cost of the shipping as charged by our third-party delivery company, packaging materials and labour costs.

For Royal Mail prohibited items we will ship via a courier service and these prices are subject to change but will be displayed at checkout.

4. Why hasn't my order shipped yet?

If it is after 2:30pm on a Friday, a weekend or bank holiday you must wait until the next working day before your item is shipped. Where possible we will aim to ship faster but we reserve the right to adhere to the policy.

During peak times we will pick and pack on Saturdays in order to meet our fulfilment commitment to you. In light of this you may receive a shipment notification on a Saturday but the parcel will not leave us until the Monday. Please be aware of this as it does not mean you will receive your parcel a day earlier.

If you think your order has not been dispatched we ask that you wait 24 to 48hrs as there may be system delays that are out of our control.

If for whatever reason we cannot send your item in time we will contact you to discuss so please check your email (and spam folders).

5. Order Not Arrived

At Loaded Dice, we always endeavour to get your products to you quickly and safely, from time to time some deliveries may be delayed beyond our control and we would ask customers to be patient at this time if their package is delayed. Full details of your rights are below.

We strictly adhere to the following process:

1. Please allow up to 7 working days from when you receive your shipping notification to contact us as we cannot investigate prior to this. Once this amount of time has passed please email customerservice@loadeddice.uk. We do not investigate and may not respond to emails asking us to do so if 7 working days have not passed
2. If 7 working days has passed we can then investigate with Royal Mail as to where your shipment may be, this may take up to 5 days to complete and is completely out of our control.
3. If your item cannot be located then we must file a claim with Royal Mail and we may need further information from you.
4. If we ascertain that Royal Mail have likely lost your parcel then we will refund or replace the item.
5. If a resolution cannot be reached and your item is still missing we reserve the right to wait for up to 90 days after purchase before issuing a replacement or refund.

6. Tracking says 'Delivered' but it's not

This does happen and more often than not it is either left with a neighbour or in a safe place. If you receive a delivery notification but have not received your package please do the following:

1. Check your tracking for any further information that may clarify where your package is, there may be a picture or map information that will help you locate it.
2. Check any outbuildings such as sheds, storage, porches, garages etc.
3. Check with neighbours

If you have done this and your package still can't be located please report to us at customerservice@loadeddice.uk and we will investigate further. If we ascertain that Royal Mail have likely lost your parcel then we will refund or replace the item, but we reserve the right to fully investigate which can take up to 90 days.

7. Delivery Failure

If you fail to take delivery of the ordered goods and they are returned to us, we may contact you upon their arrival via email and/or refund of the cost of goods (minus shipping fees) will be processed within 7 days unless you have notified us before then to advise that the goods are still required. If the goods are still required, you will be charged an additional shipping fee for a second delivery which will be agreed with you prior to dispatch.

Signed for Service - we reserve the right to apply a 'signed for' requirement on any parcel depending on the type of address. This usually applies to flats, office buildings or locations where we deem it is worth providing extra proof of delivery. We are not responsible for any failed deliveries where someone has not been able to sign for the parcel.

Incorrect delivery address - the customer is entirely responsible for providing the correct delivery address as we ship exactly as it is written. We cannot physically check every address before sending out so please take care to fill it out correctly. If your order is shipped to an incorrect address and is 'delivered' then the customer is then responsible for retrieving the parcel from that address.

Any packages returned to us due to an incorrect delivery address will be refunded (minus the postage cost). If a redelivery is required then payment will be required for the redelivery. We are also not responsible for any delays caused by having an incorrect delivery address.

8. Incorrect Item Received or Item Missing

If you have received the wrong item or something is missing please let us know as soon as you open your parcel by contacting us at customerservice@loadeddice.uk and include photo evidence where possible. We will investigate and if we have made a mistake we will rectify it in a timely manner by sending a replacement or refunding.

Please note: It is your responsibility to check your delivery and inform us of any errors in a timely manner, we are not responsible for any special occasions that are time sensitive. 

If something has been sent in error, depending on the cost and size of the item(s) involved we may arrange a courier collection and we will not be able to refund or replace until the incorrect item has been collected.

Please be aware, any fraudulent claims that can be proven could result in criminal prosecution. We have active measures such as CCTV that monitor all shipments being packed and we refer to this for evidence where necessary.

9. Right to Cancel

As a consumer you have the right to cancel your order 14 days after your purchase. We advise that you contact us as quickly as possible to avoid disappointment.

The outcome of your cancellation depends on the timeframe that this is done within:

1) Cancellation prior to dispatch - Full refund (including shipping cost) will be processed as soon as we confirm it has not been shipped from our warehouse (normally if you have not received a dispatch notification).

2) Cancellation after dispatch but prior to delivery - Customer must refuse goods and refund will be given once it is received by Loaded Dice. Any shipping fees will not be refunded.

3) Cancellation after goods received (within 14 days or sooner) - Customer is liable for the return shipping cost, refund will be given once the item is received by Loaded Dice and any shipping fees will not be refunded.

10. Stock Outs

Usually everything displayed on our site as "In Stock" is present in our warehouse and available for immediate dispatch. In the unlikely event that any ordered goods are not readily available to us, we reserve the right to cancel your order. You will receive an email notification of any order cancellation as a result of stock out confirming that any pre-authorisation has been released or payment refunded as relevant in line with our Payment Terms, to the extent that the out-of-stock item forms part of a larger order, all other goods ordered by the customer will be dispatched in the normal way.

11. Delivery Timeframes

It is our objective to achieve on time delivery on all orders. We monitor our delivery partners and our experience is that delivery is successful within the chosen delivery time period in 99% of cases.

We can use a number of third-party courier service providers. Once dispatched, the on-time delivery of a package is the responsibility of the relevant courier company and Loaded Dice cannot be held responsible for a package not reaching its destination on time.

In order to avoid disappointment, we suggest that customers place orders well in advance of when they are required to allow for any unforeseen delays. We accept no responsibility for delays/loss of revenue to customer's projects/deadlines due to shipping delays.

12. Returns Policy (Online Only)

We accept all returns that adhere to your consumer rights and our policy, no quibble. 

13. Return Address

All returns must be sent to:

Loaded Dice, 28 Holton Rd, Barry, Vale of Glamorgan, CF63 4HD

Please make sure to include your order number in or on the package so we can match it to you. You can download an unpaid returns label here

14. Changed Your Mind?

Our policy has been written in accordance with Citizens Advice Guidelines.

It is your responsibility to confirm that all the items in your basket are correct prior to checking out, this includes any product types, variations and quantities. Once checking out you will receive a confirmation email that is automatically generated by our system based on your selections. This is completely automated and cannot be amended by us without your authorisation. We also CANNOT automatically charge your payment method without your further authorisation.

If after checking your confirmation email you realise there is a mistake please make sure to contact us ASAP - see our Order Amendments / Cancellations section above. If you fail to do this and your items are dispatched then you will have to follow the process below:

If you have changed your mind and wish to return something for a refund you must follow this procedure:

1. Notify us within 14 days of receipt of the item that you wish to return it. Please tell us your order number, name and which item(s) you are returning.
2. Within another 14 days send the item(s) back to us (Address above) and include a note stating the order number and your name. The item must in an unused and resell-able condition. Any damage incurred to the item under your care may result in your refund being refused. We highly recommend using some kind of tracked or recorded service to prevent any shipment issues, we cannot take responsibility for any loss of parcels being returned to us.
3. Once your item is received please wait while we inspect the item, this may take up to 7 days (but usually quicker) and we will process the refund which could take a further 3-5 days depending on your bank. We will notify you by email during this process.

Please note, any items returned to us due the customer changing their mind will be refunded minus your original shipping fee. This is unfortunately because we have incurred a fee to send it to you in the first place and we cannot get this back. This has been written in accordance with citizens advice guidelines.

If the product has been opened, ie cellophane packaging removed and or the product box opened or damaged and content repacked we may impose a 15% restocking fee which will be deducted from your refund.

15. Faulty or Damaged Item

Our policy has been written in accordance with Citizens Advice Guidelines.

In the unlikely event that your item arrives damaged or faulty please follow this procedure:

1. Notify us within 14 days of receipt that the item is faulty or damaged. Please tell us your order number, name, description of the fault and pictures if necessary.
2. If we accept the return we will send you a return label via email.
3. Within another 14 days send the item(s) back to us (Address above) and include a note stating the order number and your name.
4. Once your item is received please wait while we inspect the item, this may take up to 7 days (but usually quicker) and we will process the refund which could take a further 3-5 days depending on your bank. We will notify you by email during this process.

Please note, any items returned to us due to the product being faulty will be refunded including the original shipping fees you have incurred. 

16. Attempted Fraud / Fraudulent Activity

We will prosecute to the fullest extent of the law any fraudulent activities, including without limitation, any attempt to reverse or seek a refund of a valid charge for an order that has been properly fulfilled and delivered to you and is not subject to a right of return.

We utilise multiple systems to protect our business from fraudulent activity such as AI enabled fraud monitoring, trained staff that will assess each claim and CCTV of every parcel that we package. If we believe fraud has been attempted we will blacklist, take legal action and report to Action Fraud

PRE ORDER UPDATE - SEPTEMBER 2024

We are currently experiencing delays to many pre order lines due to the current situation in the Red Sea & Suez Canal that is affecting global shipping.

https://www.seatrade-maritime.com/shipping-finance/suez-canal-revenue-drops-by-almost-half-due-to-red-sea-crisis

We are asking all customers to please be patient at this current time and rest assured any pre orders you have with us will be fulfilled as soon as possible.

Please read below regarding our pre order process and your rights.

At Loaded Dice we want to make it as easy as possible for you to get the products you want without having to pay scalper or reseller prices.

This is why we offer pre orders on certain products that we know will be in high demand. Here are the main reasons we do this:

1. It gives us greater leeway to control the sale of items that are in high demand, so they do not just end up in the hands of scalpers. If we see suspected scalping activity we have time to step in and even cancel orders if necessary.
2. It gives you the customer a larger window in which to pay as opposed to trying to all order at once on release day.
3. It allows us to predict demand better and if we see that demand is high we can hopefully order more to satisfy it.
4. There are business benefits for us which gives us the ability to concentrate on a higher standard of customer service.

Unfortunately though, pre-ordering is not a cast iron guarantee to receive the product, simply because of things that are out of our hands.

We therefore make the following promises:

1. Any pre-order stock we sell will have been ordered from our suppliers in advance - we will never "sell" anything that we have not asked for.
2. You have the right to cancel (and be fully refunded) or amend your order until the point of dispatch, at which point normal consumer rights will apply.
3. We will communicate with you during the pre order period if we believe there is going to be a problem with your order.

FAQs

Why hasn't my order shipped yet?

Your order will ship as early as we are allowed to and/or depending on when the stock arrives with us. There are sometimes manufacturer, shipping or distributor delays that are out of our control and these may delay the item in getting to you.

Please note:

• We always aim to have you order arrive on release day 
• The release date is not a guarantee of when you will receive the item. If you are hoping to receive something for a special occasion please bear this in mind.

Please Note: Any orders that contain non pre order items will not be shipped until the latest release date of any pre orders contained within the order. Therefore if you want the non pre order items earlier please make sure to place a separate order.

Do you take full or part payment for pre-orders?

We take full payment in advance for all pre orders. Due to consumer rights protections there really is no benefit to us as a retailer to take a deposit, we could not and would not want to ever keep someones money if they simply changed their mind. In addition to this, part payments just cause more administration for us. Obviously though we need some kind of commitment so it just has to be full payment. But...

Can I amend my pre order?

Yes. Please email us at customerservice@loadeddice.uk with your order number and we will amend it if we can.

Is my pre-order payment refundable if I change my mind?

Yes. Your pre order payment is fully refundable until the moment of fulfilment, at which point your normal right to a refund or exchange (as per our policy) kicks in.

We will cancel your order but depending on your bank it will typically take 2-5 working days for the money to appear in your account.

Am I guaranteed to receive the items?

No, but.... 99% of pre orders are fulfilled without any problems, however sometimes things out of our control can prevent this. The most common occurrence is allocations being cut, this means that we have ordered a certain amount but our suppliers tell us we simply cannot have as much as we asked for. Unfortunately they often don't tell us until the last minute. However, we put safeguards in place by only putting on a certain percentage of pre order products up for sale but occasionally allocations are so drastically cut it will affect some customers.

But why can't the suppliers just give you more?

There can be many reasons for this such as:

• The manufacturer has not made as many as they said they would (Resource Shortages)
• Some have been lost during shipping (War, Piracy etc)
• Human error eg, supplier orders getting lost

We hope this page helps you understand the pre order process. In an ideal world pre ordering would not be necessary and there would just be enough to go around.

Effective Date: [14/7/24]

Introduction

At Loaded Dice, we are committed to providing a fair and transparent shopping experience for our customers. We understand that chargebacks are a consumer protection mechanism. However, we take chargeback fraud very seriously. This policy outlines our stance on chargeback fraud and the steps we take to protect our business and customers.

Definition of Chargeback Fraud

Chargeback fraud, also known as friendly fraud, occurs when a customer disputes a legitimate transaction through their card issuer with the intent of getting the item or service for free. This can involve:

• Claiming an item was not received when it was.
• Claiming an item was returned without having actually returned it.
• Claiming an item was defective or not as described without proper justification.
• Falsely stating a transaction was unauthorized.

Our Commitment

• Transparency: We ensure all transaction details are clear and accurate, including descriptions, prices, and terms of sale.
• Customer Support: We provide robust customer support to resolve any issues or disputes quickly and fairly.
• Data Security: We employ advanced security measures to protect customer data and prevent unauthorised transactions.

Reporting and Investigating Chargebacks

• Notification: When we receive a chargeback notification, we will inform the customer via email or phone.
• Investigation: We will thoroughly investigate the chargeback claim by reviewing transaction details, shipment records, communication logs, and any other relevant information.
• Response: Based on our investigation, we will respond to the chargeback with evidence to support or refute the claim.

Consequences of Chargeback Fraud

• Dispute Process: If we find the chargeback to be fraudulent, we will contest it with the card issuer, providing all necessary evidence to overturn the chargeback.
• Account Actions: Customers found engaging in chargeback fraud may have their accounts suspended or terminated, and may be banned from future transactions with Loaded Dice.
• Reporting: Any attempts successful or not will be reported to Action Fraud.
• Legal Action: We reserve the right to take legal action against individuals who commit chargeback fraud to recover lost revenue and associated costs.

Prevention Measures

• Verification: Implement advanced fraud detection and verification processes during the checkout process.
• Education: Inform customers about what constitutes legitimate chargebacks and the potential consequences of fraudulent claims.
• Record Keeping: Maintain comprehensive records of transactions, communications, and shipment confirmations to support dispute resolution.

Customer Responsibilities

• Accurate Information: Provide accurate and complete information when making a purchase.
• Communication: Contact our customer service team to resolve any issues before initiating a chargeback.
• Honest Claims: Only file chargebacks for legitimate reasons and provide truthful information to your card issuer.

Contact Information

For any questions or concerns regarding this policy, please contact our support team at:

• Email: customerservice@loadeddice.uk
• Phone: 01446 789 088
• Mail: 28 Holton Rd, Barry, CF63 4HD

Policy Updates

We reserve the right to update or modify this policy at any time. Any changes will be posted on our website and will be effective immediately upon posting.

Loaded Dice is committed to maintaining a trustworthy and secure environment for all transactions. Thank you for your cooperation and understanding.