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Contact Snorestore

Contact Snorestore

The easiest way to contact Snorestore is to email
Our Customer Services number is 020 8427 1312 but you will get a quicker response if you email us. Almost all the information we give out is already on our website. In particular, the sections under "Earplugs Information" tell you pretty much what you need to know. Everyone's needs are different though so if we can't take your call, drop us an email.
You can also follow us on Twitter and on our Earplugs Files blog if you want to keep up to date with our latest news.
Please note - our registered office is not a shop. Please place your order online and we'll put it in the post quickly. We are strictly mail order/internet order only.

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Terms and Conditions

Making a Purchase
If you are ordering from the UK and other selected countries, you can pay using PayPal. Choose the PayPal option on the last page of the checkout and you will be taken through the payment process in easy to follow stages. If you choose the PayPal Express option you will bypass the Snorestore checkout completely which means your address details will be taken directly from your PayPal account, errors and all, so please ensure your PayPal account details are 100% accurate.
We accept card payments. If you are shopping from outside the UK, place your order and your card company will convert the transaction to your own currency.
For online payments via Realex/Global Iris or Sellerdeck/WorldPay, you can pay using Visa credit or debit cards, MasterCard or legacy Maestro cards. For Amex, please call us first. If you have signed up for Verified by Visa or MasterCard SecureCode, you will need to have your password ready. Please note that these two services are an added layer of security for your own protection online. Snorestore Ltd is not a party to or creator of these systems in any way and cannot help you if you have lost your password. You need to contact your card issuer if you have questions in this regard.
If you have made a mistake in your order and cannot correct it in the shopping cart, contact us and we will correct the mistake.

Returns Policy
Your rights to return goods are protected under the UK Consumer Contracts Regulations. Your right to cancel an order for goods starts when you receive the goods and lasts for 14 days.
A refund will be given if your item is returned to us with its original undamaged box or packaging and has not been used.
Earplugs fall within the scope of the exemption in the Consumer Contracts Regulations which allows retailers not to accept returns of used or contaminated personal hygiene items. See link above, under section "What types of contracts are exempt from cancellation rights?".
We don't charge a restocking fee for returned items provided the return falls within the conditions detailed earlier. We do however charge a small fee for items which are returned by Royal Mail as not collected by the recipient, or marked as undeliverable because of customers providing incorrect address details. This covers our time spent processing the return and the packaging which cannot be re-used.
The returns address is on our Contact page. You are responsible for paying the postage to return unwanted items. Included in your refund is our lowest delivery price for getting your whole order to you in the first place, so if you opted for an expedited service eg guaranteed next day, we only refund the basic cost.

Faulty Items
We will refund your money and postage costs if the goods were faulty. Any items you consider to be faulty should be returned with their original packaging to the Snorestore address on the Contact Us page. Please note that "does not fit" does not equal "faulty". Not all earplugs will fit you and no earplugs will block out all noise. That is why we recommend a Sleep Earplugs Pack as your first purchase.

Incorrect Delivery Details
It's your responsibility to get your address details right. If they're wrong, your order is likely to get lost in the Royal Mail system. We do not issue refunds for items that do not arrive because the address was wrong. Please do not set your delivery address as a Collect+ or similar outlet. Royal Mail is not a courier.

Claims for Non-Delivery
From time to time, Royal Mail loses things. If your order was sent Second or First Class and it hasn't arrived within ten days, let us know. Obviously if you have paid for Next Working Day and it hasn't arrived (and you've waited in for it) then let us know straightaway.
What we do next is this: we ask you to be patient and wait a few more days. If the item is still missing, we will send you an email form to complete and return, which amounts to a statement confirming that the item is missing and that you have made checks that it has not been delivered elsewhere e.g. the local Royal Mail Delivery Office. You can at this stage request a replacement or a refund, but bear in mind that if the original item subsequently arrives, you must inform us immediately.

Special Offers
Occasionally we send out offer codes to selected customers, or reduce the price of certain products (e.g. "Buy one, get one free" or "Spend £15, receive x product free"). We reserve the right to substitute an alternative offer or product in the event of the original offer product becoming out of stock because of demand.

The responsibility for the use of ear plugs sold on this website is solely that of the user. Snorestore disclaims any and all liability, loss or otherwise, which may occur through negligence in the use of these products; to include insertion, application, wearing and the removal of these products. Customers are reminded to use discretion when wearing ear plugs, as the ear plugs will reduce outside sound significantly, especially in the case of important sirens, alarms or warnings. Customers must exercise care and proceed cautiously when inserting, applying (silicone and wax products) and removing ear plugs, to prevent potential damage to the ear. Customers must read the instructions provided with their earplugs carefully. Damage to the ear can result if you do not do this. Additionally, your earplugs will not work if they are not worn correctly. Used correctly, earplugs are safe. Put them in places where they're not supposed to go, and you could hurt yourself. They can't get into these places without your (or someone else's) intervention. Any questions, just ask.

These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affects your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.

Fraud Prevention
Sometimes we receive warnings that a transaction is suspicious. In these cases, we always make additional checks and may decide that the transaction is fraudulent. If so, we will cancel the order and refund the amount paid to the credit card concerned. These simple steps help ensure that the majority of customers are protected from the fraudulent activities of the few.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Frivolous and Vexatious Complaints
These are thankfully rare. Since 2001 we have had just a handful of people who have sought to obstruct us conducting our business through vexatious behaviour.
Frivolous or vexatious complaints include:
Complaints which are obsessive, persistent, harassing, prolific, repetitious;
The pursuit of unmeritorious complaints and/or unrealistic outcomes beyond all reason;
The pursuit of meritorious complaints in an unreasonable manner;
Complaints designed to cause disruption, obstruction or annoyance;
Demands for redress which lack any serious purpose or value.
Vexatious complaints are often accompanied by abuse which we do not tolerate. We always take legal advice and have no hesitation in involving the police where harassment, abuse or fraud takes place. If we decide that a complaint is vexatious, we will terminate contact with no notice.

Back Orders
If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Snorestore Ltd is a secure website. All your personal data is transferred using high grade 128/256 bit Strong SSL Encryption to protect it from being intercepted. You do not actually enter any payment information onto the Snorestore website at all.
Snorestore is required to undergo regular scans of our website and our business network to ensure that Snorestore is a secure environment for you to browse and from which to make a purchase. We are fully compliant with card processing industry standards.

Instructions for Use
Please read all the instructions on the product packaging carefully, check the FAQs sections and email us if you require any further help. Adults must ensure that earplugs are kept out of the reach of children. Serious injury or death can result from misuse.

Unauthorised use of words and images from this website constitutes copyright theft and is actionable.
The mark Snorestore® (with variants) is a registered trade mark of Snorestore Ltd.

And Finally...
We're really not as fierce as this lengthy page makes us sound. And we're always pleased to hear from our customers. You can find our contact details here.

Privacy and Cookies

Safeguarding Your Details
Data Protection regulations are changing from May 2018. To read our draft GDPR-compliant policy, please click here.
Snorestore is committed to protecting your privacy. We will only use the information which we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the high standard of individual customer service for which Snorestore is renowned. The type of information we will collect about you includes your name, your address, 'phone number and email address. We can also obtain the IP address from which you sent your order.

First party cookies are used for tracking the contents of your shopping basket (without them you can't place an order), to store delivery addresses if the address book is used (your choice) and to store your details if you select the 'Remember Me' Option. For customers with Snorestore accounts, cookies are also used after you have logged on as part of that process.
We also use cookies - which do not identify you personally - to analyse what sort of visitors are on our site, how they found us, which pages they visited and whether or not they got as far as the checkout. We can use this information to track buying trends, popular pages, and whether a marketing campaign results in an increase in visitors/customers, for example. All of this is normal on an ecommerce site. We don't know who you are unless you tell us - cookies will not give us this information!
You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Other ways to limit how your browsing is tracked include the "Do Not Track" setting which can usually be found under Tools | Privacy on some browsers, and opting out of being shown certain ads. Snorestore does not show you third party ads.

Data collected by this site is used solely to:
a. Take and fulfill customer orders
b. Administer and enhance the site and service

New regulations mean that we now have to ask explicitly for your permission to store any data or use it for tracking purposes as you progress through this website. The regulations can be found here: http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:32002L0058:EN:HTML.
If you do not agree to cookies being used in this way, then you must leave the website immediately. Remaining on this website, browsing through products and sections, adding an item to the basket and continuing to the checkout will be considered explicit acceptance of the regulations.

We do not send random marketing emails to personal email addresses (spam). We email you to confirm despatch of your order, or in response to your queries. Occasionally, we email existing customers who are signed up to our newsletter with updates on the Snorestore range, discounts, and offers. You are welcome (really - we won't take offence) to refuse any marketing email from us - simply use the unsubscribe link in your newsletter email. We know how annoying it is to receive junk mail or spam so we're happy to assure you that we will never knowingly pass on your details to anyone else, let alone sell them.

One Last Thing

One last thing: someone asked us why our prices are higher than, say, tax-avoiding Amazon's. Two reasons:
1) We are an accredited Living Wage employer. We value our staff.
2) Amazon's UK business paid just 11.9m in tax in 2014 despite UK sales of a whopping 5.3bn. Amazon's UK sales were until 2015 handled through Luxembourg, a notorious haven for companies wanting to pay as little tax as they possibly can - to the detriment of the UK's coffers. They even pocketed £1.8m in government grants!
Snorestore is a UK registered company through and through and we pay all our taxes. On time. In full. And we pay our staff above the London living wage because we value them. That's why you get excellent service.

Legal Information

Registered office:
Snorestore Ltd
22 Romney Drive

VAT number: 898 6084 54
Company number: 04283828
Registered in England and Wales

Snorestore Ltd is a retailer of earplugs, eyeshades and associated goods and is bound by UK and EU laws and regulations covering mail order goods and services. These include, but are not limited to, the Sale of Goods Act, the Consumer Contracts Regulations and the EU Directive on Privacy and Electronic Communications. We will not sell or knowingly pass your details on to anyone else. We are registered with the Information Commissioner for Data Protection purposes.

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