|
It is recommended that you read the online information before you contact MS FOODS as the answer you seek may be available from any of the pages below.
Topics
First Time Visitors :
Security Pledge
Privacy Policy
Cookie Information
Frequently Asked Questions (FAQ)
Account :
View Orders/Quotes
Change Account Information
Payment Methods & Information :
Payment Options
Print a Receipt
Shipping and Handling :
Warehouse Locations
Shipping Methods
Shipping Rates
Tracking a Shipment
Ordering /Customer Services :
Order Status
Order Cut off Times
Order Cancellations
Search Tips :
Filtering Unwanted results
Advanced search techniques
Returns :
Returns Policy
Important Exceptions to Returns Policy
First Time Visitors
Security Pledge :: Privacy Policy :: Cookie Information :: FAQ
At MS FOODS we are committed to help you find the right products, quality and service at the lowest possible price.
Security Pledge
MS FOODS UK Ltd. is committed to respecting your privacy. In general, you can visit MS FOODS without revealing any information about yourself. We do collect information regarding visitors to our Web site. Some information is required in order to process orders, for example. We analyze this data for trends and statistics to help us provide you with a better service.
Privacy Policy
To process your order, we require your name, billing address, phone number, email address and ms foods Account number. We use this information to process your order and, if any questions should arise, to contact you about your order.
If we need to contact you, we will contact you via email first. If unsuccessful (or time is critical), we will try to contact you by phone.
Any information provided by you will be used for MS FOODS's purposes only. However, MS FOODS may need to provide your name and delivery address to third parties that are involved in the processing of your order uses for delivering specific services to you (for example, the financial institution that issued your credit card or the courier that delivers your order).
Your information will not be shared with individual or other companies (such as direct mail organizations or other third parties) unless required by law.
There are times when we may request information from you, such as your, name, address and e-mail address. When additional information is requested, we will try to let you know at the time of collection how we intend to use the personal information you provide, such as respond to your inquiry, accept an order, conduct a survey or allow you to access specific information such as account information, etc. We do our best to maintain the accuracy of any personal information you do supply to us.
You can help MS FOODS update and maintain the accuracy of any personal information you supply by using the account profile pages or notifying MS FOODS of any changes to your address, title, phone number or e-mail address.
Cookie Information
Cookies are small bits of text used by a browser to store information on your computer’s hard drive. Each cookie can only be read by the web server that originally issued it.
Cookies cannot profile your system or collect information from your hard drive. Most On-Line retailers use cookies.
MS FOODS uses Cookies to let us know you are a prior customer and thus you will not need to re-enter certain information every time you shop at the site. We do not use cookies to store credit card numbers, address information or any other personal information.
Frequently asked Questions (FAQ)
If you need to find more information on specific support related issues then please follow the information links below:
I looked at a product a few moments ago, when I went back in to double check the availability the price had increased. Why has this happened?
A. All of our prices and stock availability information is displayed in real time, therefore whenever there is a price change the new information is immediately reflected to our website. Our system has been written in this way so that we can provide you with the correct information prior to you purchasing.
How does your product search work, it seems quite a lot different to search engines I've used in the past?
A. Our Product Search Engine is one of the most advanced around, it lets you search on a single field manufacturer name or on multiple fields. By searching in this way you should be able to find the product that you are looking for faster and easier.
How are you able to offer your prices far more competitively than your competition?
A. Due to our streamlined business model and levels of automation we are able to greatly reduce the costs of our business, this allows us to run our business more efficiently and pass the savings on to you.
If I want to buy something from MS FOODS.co.uk, is my credit card number safe from hackers?
A. During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them.
How secure is buying over the web / I've heard horror stories about other Internet companies?
A. If we look at the security issue first, when you type your credit/switch card number into our site, our web site is in secure mode. This means that the information you type in will be encoded and our server decodes it. In layman's terms this means that anyone "listening" to traffic en route will be able to make no sense of the number. Our system the "Secure Socket Layer" works, every trading web company uses it. You will be able to tell if you are in secure mode when a little padlock appears bottom right of your screen.
Secondly if you are a UK resident using a UK issued card for a transaction over £100 you are automatically protected by Section 75 of the Consumer Credit Act 1974. This means that if a trader fraudulently charges your card for something that you did not order then the credit card company are equally liable for the debt. In practise this means that the credit card company would refund you for the fraudulent charge whilst making the corresponding charge directly to us. Given the above, in practise putting your card details into a secure Internet site are much safer than giving them over an unsecured telephone line.
Once you have my email address and personal home/business address, is it your standard practise to send unsolicited mail?
A. At MS FOODS.co.uk we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore once your data is with us. We will not pass it on to any other companies.
If I place an order with MS FOODS.co.uk will it all be dispatched together or in bits and pieces?
A. Any order that you place with us will be dispatched together, if you are in need of an item before others on the same order then you should separate the order. Only when all items are instock will your order be despatched.
How can I pay for my order?
A. All payments are to be made cash upon delivery of goods unless prior credit arrangements have been made. If a cheque account has been opened with ourselves we can accept cheques. Please make all cheques payable to:
MS FOODS UK Ltd.
At:
MS FOODS (UK) Ltd
52 Camford Way
Luton
LU3 3AN
Can you ship my order to my work address?
A. Deliveries can be made to any address specified by yourselves
Can I call MS FOODS.co.uk to place an order?
A. Orders can only be placed with MS FOODS via our website. The telephone lines are provided for support purposes/order status queries. Our website has been designed so that any assistance that you need to place an order can be found on our website, this enables us to reduce our support staff overhead and therefore pass those savings on to you. If however you can't find the help that you need please do call us and we will assist you in placing your order.
If I've placed an order on your site, am I able to amend it later?
A. If you're order has already begun to be processed then you will not be able to amend your order. We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible.
What shipping options are available to me?
A. Depending on your location we can generally ship to you next working day. If you are ordering from Northern Ireland / EIRE or the North of Scotland then your order could take up to 3 working days.
How do I view my past orders?
A. You can view your order history by going to Account section. Here you will see your orders in invoice number order, by selecting an invoice, you can see what items were on the orders and who ordered them.
I need to find out more information about a product, what do you suggest?
A. In the rare event that you cannot find the relevant information on our site then we advise you to visit the manufacturers site to obtain more detailed information. Afterall they know their products better than we do.
If I place an order over the weekend when can I expect to receive it?
A. Orders , as long as they are placed within the designated time limits will be delivered on your next scheduled delivery day.
Once my order has been dispatched can I request it to be redirected somewhere else?
A. Assuming that it is not your first order then you may request your goods to be redirected to an alternate shipping address. In order to arrange the redirection then please contact our Customer Support Team. Please note that a charge may be applied for this service.
Can you specify a timed delivery?
A. Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am-8pm Mon-Fri. However you may contact the couriers once the order has been dispatched and ask them for an approximate delivery time, but there are no guarantees.
If I place an order and something is out of stock what happens to the rest of my order?
A. Unfortunately if something is out of stock on your order then we will dispatch the rest of your order without the missing item. If an item has been showing out of stock longer than the quoted lead time on our site then please contact our Customer Support Team and we check the availability of this item for you. In general the best solution is to cancel the out of stock item(s) off the order so the rest of the order can be dispatched forthwith, or alternatively you may choose to wait for all of the items to arrive in stock before the order is dispatched.
What is the Time Limitation for Notification of Claims?
A. Damage in transit: If goods arrive in a damaged condition you must make a note on the carrier's delivery consignment note and it will be your responsibility to inform us within 2 days from delivery.
Shortages: It is your responsibility to sign for the correct number of packages as shown on the carrier's delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within 2 days from delivery.
Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this.
Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within 10 days from the expected delivery date.
What is the Customer Support opening hours?
A. We are open Mon-Fri 9am-5.30pm. Unfortunately we do not work weekends and bank holidays. If you need to contact us outside our opening hours then please send us an email.
What happens if I am unable to check the contents of my goods at point of delivery?
A. All goods must be checked for upon arrival and signed for. We cannot accept liabaility for any claims arising afterwards if signed for except at our discretion .
I am having problems logging into the website, what should I do?
A. Please visit the login problems page.
I have been sent the wrong item, how do I report this?
A. In the rare event that you have been sent the incorrect item then please contact our telesales team or send us an email to info@msfoods.co.uk
What happens if my order is dispatched and I cannot take receipt of it, for reasons beyond my control?
A. Kindly contact us at the earliest available opportunity. We do make a 10% restocking charge for orders which are despatched but not received !
Can I have my order left at my neighbours?
A. As long as this is not your first order, then this is possible.
What happens if I receive my order and it is damaged, or there are items missing?
A. This must be reported to MS FOODS as soon as possible and we will take the appropriate action.
What happens if the courier confirms that they have lost my parcel?
A. This must be reported to us straight away. We can then take this matter up with the Couriers, so that they can investigate this matter.
What happens if I don't receive my order and I placed it on a Next Day delivery?
A. If your order is not received on a Next Day Delivery, you must report this to us and we will investigate the reason for this, with the couriers.
Top
Account
Order Status :: Changing Account Details
Order Status
This section allows you to view all order history on your account The first page will display the last 5 orders on your account, but you can view all orders to date by clicking on the link "show all orders". The orders page will tell you the status of your orders, view any notes that have been posted by MS FOODS staff and allows you to track delivery of your orders. Once the orders have been received you can view / print a VAT Invoice by selecting the order number and clicking on the Invoiced link.
Changing Account Details
This section allows to change your password and security question, update your email address and your contact telephone numbers online.
Top
Payment Methods & Information
Payment Methods :: CVV :: Print a Receipt
Payment Methods
MS FOODS accepts the following methods of payment:
Cash on delivery
Cheques - subject to credit account being opened
Advance bank transfer
BACS
Print a Receipt
Customer Self Service is crucial to the MS FOODS business model. You can print off any invoice/receipt from the account section.
Top
|
