• Customer Loyalty Scheme
  
• Customer Orders
  
• Prices
• Order Processing
• Order Tracking
• Security
• Delivery
• Availability
• Returns
• Cancellation Rights
• Privacy Policy
• The Data Protection Act
• Right To Request Infortmation
• Changes To This Policy
• Law
• Other

Customer Loyalty Scheme
Our customer loyalty scheme is open to both new and existing customers. Customers are automatically enrolled in the scheme upon making a purchase. Points may be collected against purchases online or in store. Upon reaching 250 points a customer will automatically receive a voucher for the value of £2.50 that may be used towards any future purchase. Each £1.00 spent in store or online gains 5 points. Automatic redemption of points only occurs in-store. To redeem your points online simply contact us via email and we will post a voucher out to you.

Customer Orders
We will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

To order goods on our website, you must be at least 18 years of age and accept delivery within the UK. All orders placed on our website will be acknowledged electronically by e-mail. Please note that verbal and/or electronic acknowledgements do not constitute order confirmation or order acceptance.

Your order will be accepted and the creation of a legally binding contract between you and us  will take place once the goods have been dispatched or collected. (Alternatively, we may decline all or part of your order for any reason, in which case we will inform you in-person or by telephone or e-mail).

When deciding whether or not to accept your order we may use certain information about you, including any received from credit reference agency checks. This helps to protect you and us against fraudulent transactions.

Prices
The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. We are entitled to make adjustments to the price to take account of any increase in our suppliers’ prices, or the imposition of any taxes or duties, or if due to an error or omission the price published for the goods is wrong whether or not the order has been acknowledged.

We will inform you of the correct price and give you the opportunity to cancel the order. All prices are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time the order is placed. From time to time the prices displayed on our website may be different if you are directed to it from a third party website.

Purchases at these prices can only be made on our website and by arriving on it through a relevant third party website; these prices will not necessarilly be available in-store.

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative.

On occasion, the prices payable and promotions offered in respect of goods advertised on the website may differ from those prices and promotions offered at the same time in-store.

We are under no obligation to honour any in-store price or promotion in the event that they differ from those on the website. Similarly, our store is under no obligation to honour any website price or promotion in the event that they differ from those in-store.

Although we endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be mispriced. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.

Prices that are reduced for sales and promotions are only valid for the specified period.

Order Processing
Your order is sent directly to our secure till in our shop for processing. Once we have received your order and payment, our staff will pick, pack and dispatch the item. We will aim to do this the same day for all orders made before 3pm in our shop Mon-Fri (excl Bank Holidays). However during periods of high demand this may not be possible.

Order Tracking
You can track the progress of your order at any time by logging into My Account from the Home page on this website.

Security (SagePay)
We use the industry leading internet payment company SagePay to protect your card details and protect us from fraud. The following security systems are used. .

All transaction information passed between merchant sites and the SagePay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from SagePay are signed using MD5 hashing to prevent tampering.

You can be completely secure in the knowledge that nothing you pass to the SagePay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Encryption and Data Storage. All sensitive data is secured on SagePay using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign’s Global Root certificate, making them all but impossible to extract.

The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so. SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible
networks.

Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

Employee access. No individuals within Pineapplehat or SagePay are able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police).

Your transaction information and customer card information is secure even form our own employees because our systems never display the full card numbers, even on administration screens.

Delivery
Delivery is charged as priced on each order. Once you have placed an order it will be dispatched the same day or the next day depending on the time the order was placed.
Delivery times are subject to Royal Mail unless otherwise specified.

If you are unavailable when our delivery partner tries to deliver your order, they will usually try to deliver again the next working day or they will drop a card in to offer you a collection from a local collection point. If you should refuse delivery of goods, or are not available to accept the delivery on both delivery attempts, you will be required to cover any extra costs incurred.

All quoted delivery prices are for most UK Mainland addresses. Northern Ireland (BT), Isle of Wight (PO30-37), Isle of Man (IM), Scottish Highlands and Orkney Isles (PA, ML, EH, KA, G, KY, PH, DD, AB, IV, KW), Outer Hebrides and the Shetland Isles (HS, ZE) may experience delivery delays and additional chargers.

We will only deliver goods to the address on the order.

Availability
All information provided on the products on this website is intended as a guide only. Dimensions and weights are only approximate, as are colours. If you are ordering goods that are out of stock we will dispatch them when they are received from our supplier. On occasion goods are subject to availability and delay in delivery of goods is sometimes outside our control. As such, delivery cannot be guaranteed and any dates we specify for the delivery of the goods are approximate only. We shall not be liable for any losses, costs, damages, charges, or expenses caused by any delay for delivery of the goods.

Any returned items must be sent back at the customer’s expense in original packaging and condition they were received in. In order to arrange a return please e-mail enquiries@pineapplehat.com with your full details and order number. Please return items to:

The Party Props Shop
31 Murray Square
East Kilbride
G75 0BH
Telephone: 01355 263117

We suggest for your own protection you use 1st class registered post.
Any refunds will be issued once we have received the goods, in their original condition.
This refund only includes the total of goods sent not the delivery charge.
We will not charge a restocking fee for returned items.
Any goods with manufacturing faults on arrival will be exchanged for an equivalent product.

Cancellation Rights
Under the (Distance Selling) Regulations 2000 (Regulation 10), you have the right to cancel your order within 7 working days of receipt. Certain products such as costumes, earrings, gloves, make-up, tights, underwear and wigs are excluded once worn for hygiene reasons. This exclusion is specified under Regulation 13 Paragraph 3.38 in which they are classed as ’goods that by reason of their nature cannot be returned’ for hygiene reasons. With the exception of costumes, the previously mentioned products are shipped with intact hygiene seals, removal of these seals will be interpreted as usage and will be non-returnable. Costumes may be tried on for sizing, however care should be taken to avoid any potential damage. Costumes containing wigs and underwear will be sealed for hygiene purposes. If you cancel you must return the goods to us at your own expense, and take due care of the goods until they are returned to our possession.

Privacy Policy
Pineapplehat is committed to protecting your privacy. We will only use information given at the time of ordering or when making an enquiry by whatever means is collected lawfully and in accordance with the Data Protection Act 1998.

We do not pass your personal information on to third parties. All transactions that you initiate with Pineapplehat on this web site are confidential. Your name will not be added to any third party mailing lists.

The Data Protection Act
Under the terms of the Data Protection Act 1998, we have a duty to protect any information we collect from you. It will not be disclosed to any other organisation unless you give explicit permission, or there is a legal obligation to do so. We collect information about you for two main reasons:

To process your online order.
To provide you with the most efficient possible service.

The information collected will be used to personally keep in touch and let you know of any offers, sales or promotions that Pineapplehat are carrying out (if you have selected to receive these emails/newsletters).

Right to request information
You have a right to request a copy of any personal data held by Pineapplehat at any time, in order to check its accuracy. If you wish to do this, please write (explaining that your interest is in personal data maintained by Pineapplehat) to: The Party Props Shop, 31 Murray Square, East Kilbride, G75 0BH.

Changes to this policy
This privacy policy will change from time to time as we develop the range of services on the website. When this privacy policy changes, we will place an updated version on this page.

Regularly reviewing this page ensures that you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties. You should always check the privacy policy before using this site, even if you have visited it in the past. This ensures that you will be aware of any changes.

Changes to our privacy policy do not affect information we already hold about you. This statement was last updated on 29/08/2009.

Law
These Terms and Conditions of Sale shall be governed by the laws of Scotland and you agree to submit to the non-exclusive jurisdiction of the Scottish courts. We are required by law to inform you that sales can be concluded in English only and that no public filing requirements apply.

Other
Our VAT number is: 828737000
We are a member of The British Costume Association.
All correspondence must be in English.
Our usual opening hours are Monday to Saturday 9.30am to 5pm