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Customer Service

Customer Service

The following information is in addition to the Terms and Conditions found on the FAQ page. 

Shipping & Delivery
All items are shipped provided stock is available within 1 Working Day (Monday – Friday) delivery is dependant on it’s method of postage. Our standard postage is either courier or Royal Mail, so please make sure you get your items delivered to an address where you will be. Although every care goes into the packaging of our products, once they leave our possetion they become at risk and covered by the courier company delivering. All damage must be reported within 24 hours of delivery, with photographic evidence. We may ask that you return the defected items.
Privacy & Security
Dark Matter Cafe Ltd and Dark Matter Events Ltd, do not share data with any 3rd party unless otherwise notified. This is in accordance with data protection laws, and privacy laws in the UK. Any further information on this can be obtained by contacting customer services on 0191 386 3851
Returns & Replacements
Returns must be complete, and include original packaging if reporting damaged items. Items which have been opened from their factory packaging will be subject to partial refunds and not in full. Shipping is non refundable. Replacement products may be offered on reciept of defected or incorrect product, or until proof of postage has been received.
Ordering from Dark Matter Cafe Ltd and Dark Matter Events Ltd via this website is set up in accordance with UK distance selling laws. Once the transaction is in place, a contract exists between the receiver and the vendor. Dark Matter Group withholds the right to cancel transactions at any point prior to delivery.
Payment, Pricing & Promotions
Are subject to change and refusal at any point. Errors may result in sale been refused, and prices are not guaranteed to remain stable unless transaction has been made, in which case, once the exchange of money has been made, the price is then fixed. We do not hide fees or costs. Promotions may happen from time to time, in the event of promotions Dark Matter Group reserve the right to refuse sale, and cancel transactions which are over allocated promotional price.
Viewing Orders
Please view orders from your accounts section to keep up to date with the progress of your order. If you wish to speak to someone, please call 0191 386 3851 or email us and someone will be available to help.
Updating Account Information
Please keep account information up to date as best as possible. 

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