Frequently Asked Questions

Fair Trade

How do I know that your things are really Fair Trade?

We are members of the British Association of Fair Trade Shops who monitor us. We are both importers and retailers so we can monitor the whole supply chain. We travel out to see our suppliers twice a year and over the twenty years that we have been in business they have become our firm friends.

Your things seem very cheap compared to other Fair Trade Companies

We buy direct from the producers, we sell directly on the internet and at markets and festivals so we can keep our costs down. We believe that Fair Trade should be for everyone and not just a preserve of the middle classes and we would rather sell our products than sit here looking at them, so we sell our goods at very competitive prices. By selling cheaply we get more Sales which means more work for us and our suppliers.

Does Fair Trade really work?

Yes it does! At a grassroots level it really helps all our producers, their families and their communities. By paying our suppliers fairly for the work that they do it means that they have more money to invest into their businesses so that they can expand and employ more people. This means that the benefits of our Trade reach more people. However, it is not just the people who work for our suppliers who benefit, as the employees have more expendible income the whole community benefits.

What is your Fair Trade Policy?

Please click here to see our Fair Trade Policy

Fair Trade - What does it all mean?

Click here to find out!

Ordering

Can I pay by cheque, bankers draft or international money order?

If you live in the UK you can pay by cheque or Bankers Draft. All cheques or Bankers Drafts must be in sterling and made payable to ' One World is Enough'. We need to allow five working days for your cheque to clear before despatching your goods so you will not your goods as quickly as you would if you were paying by card. If you pay by bankers draft we do not have to wait for it to clear. To order by cheque or Bankers Draft then please go through the checkout process and select pay by cheque. Please print out your receipt and send a copy to us together with your cheque.

If you are living outside the UK then you can pay by International Money Order or International Bankers Draft. These MUST be payable in Sterling. To order by International Money Order then please go through the checkout process and select pay by Sterling Interantioanl Money Order. Please print out your receipt and send a copy to us together with your International Bankers Draft or Money Order made payable to' One World is Enough'.

You can also pay us by BACS, please click here to request our bank account information.

What cards do you accept?

We accept Mastercard, Visa, American Express, Visa Debit, Maestro ( Switch), Solo and JCB Cards. We also accept payment by Paypal

Are your payments secure?

Yes they are! We use Paypal to process our payments they are fully compliant with the latest credit card regulations. Your card details go straight to our bank, they are not stored or written down, in fact we never see your card details.

Can I order by phone ?

Yes you can, you can phone us on 01223 606506 ( UK ) or 00 44 1223 606506 ( International ), our lines are open 10 til 5 Monday to Friday UK time.

Why do you ask for my telephone number?

This is purely so that we can contact you if there is a problem with your order. We do not use it for marketing nor do we sell any information to outside companies.

Shipping

Do you ship all over the World?

We ship to most countries, if you would like to buy something and your country is not listed in the drop down list at the checkout, then email us and we will see if we can help.

How much are your shipping charges?

We try to keep our prices as low as possible by not resorting to gimmicks like free shipping ( which obviously means more expensive products!) and so our shipping charges reflect the real cost of shipping, ie postage, packing materails and labour. Saying that we have negiotated some good deals to try and keep the shipping costs as low as possible.

How long does it take me to get my goods ( UK address)?

It depends where you are! If you are shipping to a UK address then we have two delivery options. If you are in a hurry use our express service, we aim to get these to you within 1 - 2 working days. Your order gets priority over Standard service orders and is sent out by first class post or fastway couriers for larger orders.

If you are not in a hurry our Standards service aims to deliver your goods in 3 - 5 working days ( depending on how busy we are). Orders are processed in the order in which they were received and sent out by second class post, or courier for larger parcels.

How long does it take me to get my goods ( non UK address)?

It depends on where you are. We aim to deliver goods to Europe in 5 - 7 working days, to North America and the Middle East in 10- 14 working days for airmail. For Australia and New Zealand and the rest of the world your delivery should arrive in around 14 working days for airmail and around 90 days for seamail.

Who delivers your goods?

We use the Post Office for small orders and other couriers for UK larger orders and generally local Postal Services for international orders. Most of our customers prefer us using the Post Office as it is much easier to collect the goods from the local Post Office if they are out, rather than some courier company on some distant industrial estate.

My Goods haven't arrived?

If your goods haven't arrived within the time scales above then if it is a small order ( less than 2 kg in weight) please check with your local post office, maybe your dog, children, hoover ate the red card the post man left! If the Post Office haven't got them then get in touch. Click here to find all the different ways of contacting us. If you do contact us and your goods subsequently arrive please let us know, so we can call off the search for your missing order.

If your goods are returned to us because you did not collect them from the post office then we will charge you a second postage charge to resend you your order.

Returns

My Clothes have arrived, I love them but they don't fit me properly

Please return them to us , within 7 days of receipt , to the address on your invoice. Please include a covering letter ( including your order number) stating what you would like to exchange it for. We are happy to exchange for larger, smaller, different colout, different product, we like to keep our customers happy! We will charge/ refund any difference in price to your card. We generally do not charge you postage a second time although in cases of large or bulky items we may need to charge you additional postage. If we need to charge you we will contact you first.

My goods have arrived damaged

Please let us know within 24 hours of receipt. Click here to find out how to contact us. You will need to hang on to the goods and the packaging so that our delivery agents can inspect them. We will send you a replacement if one is available otherwise we will send an alternative.

My goods look different from those in the photo on your website

Please be aware that all our goods are hand made in small villages in the developing world and there may be small differences in between the goods that you receive and the goods pictured on our site. This should be seen as a sign that your product is made by hand and not mass produced, you have something unique! However if you are unhappy with your purchase you may return it for a refund or exchange within 7 days of receiving your goods.

I'm not happy with the goods that I you have sent me

If you are unhappy with your purchase you may contact us  within 7 days of receiving it, for a return authorisation number.Once you have a RAN we can accept your return for a refund or exchange. Please return your purchase in its original packing material together with the paperwork that you received with your order, together with a covering letter explaining whether you would like a refund or exchange. Please obtain a free proof of posting form from the Post Office when you return your goods as we can not be held liable for any returns that fail to reach us. Please send your returns to;

One World is Enough ( Returns)

19 Meadow View Industrial Estate,

Reach Road,

Burwell,

Cambridge CB25 0GH

United Kingdom

In order to keep our prices as low as possible we do not operate a free returns service and we are unable to refund the postage and packing cost. If you wish to exchange, we do not generally charge you postage on your exchange. ( we only charge you for large, heavy items where the postage cost is significant, we would email you about this before charging you). In cases where the actual cost of shipping exceeds the the shipping and handling costs charged then the actual cost of the shipping will be deducted from the order total. Our liability is restricted to the cost of your purchase.

Please note the above return policy relates only to retail customers, trade customers please click here for wholesale faq

All refunds will be made directly to your card, if you pay by cheque refunds will be credited to your account.