Terms and Conditions
Credit Card Security
Items purchased online are processed via a secure credit card ordering system and any payment transactions are processed securely using a minimum of 128bit SSL encryption. We work with Worldpay, one of the largest independent payment gateway service provider in the U.K. Your credit card details are not held by us on our servers.
We accept VISA, MASTER CARD, SWITCH, SOLO, JCB and DELTA cards.
If the payment is not authorised by your bank or card issuer, you will receive an e-mail usually within a few minutes advising you of the reason why. Please note that some issuing banks may still reserve your funds for a period of time.
If payment is authorised but we have a query with your order, we will send you an email as soon as possible to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
Acknowledgment and Acceptance of your order
We will notify you by email as soon as possible to confirm receipt of your order - generally this will be an automated e-mail response.
Our acceptance of your order will take place upon dispatch of the product(s) ordered.
All items are subject to availability. On the rare occasion that the goods you have ordered are not available we will inform you of this as soon as possible with an explanation of why this has happened.
Accuracy of content
Intro has taken care to ensure that prices quoted on the website are correct at time of publishing and that all products have been fairly described. However, orders will only be accepted if there are no material errors in the description of the goods or their prices on the website. All prices displayed are inclusive of VAT.
Occasionally, delivery of your order may be delayed or postponed. On the rare occasion that this may happen we would make every effort to keep you as informed as possible and discuss revised delivery timescales with you.
Intro always aims to provide the highest level of customer service. If you feel that we have not met that aim, then please contact us. We will respond to your complaint as soon as possible but always within five working days. Your complaint will be dealt with fairly and as quickly as possible. If the complaint can not be resolved immediately you will receive a weekly update on progress.
This website, any content contained herein and any contract brought into being as a result of usage of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England and Wales. All contracts are concluded in English.
We reserve the right to change our terms & conditions from time to time
Non-delivery / Damages
If you have not received your order within 5 working days of dispatch you must contact us by e-mail to firstname.lastname@example.org to let us know. If we have not been informed of a non-delivery within this time we may be unable to verify matters with the shippers and offer a refund or replacement.
To return any item for exchange, refund or credit please email us at email@example.com within 14 calendar days of receiving your order. Once we have received your email we will issue you with a returns authorisation number, which will need to be written on the outside of the package.
After receiving your authorisation number from Intro, you have a further 14 calendar days to return your item(s) to us for an exchange, credit or refund. After this time, we will not be able to accept any returns.
PLEASE NOTE WE CANNOT PROCESS OR ACCEPT RETURNS WITHOUT AN AUTHORISATION NUMBER.
Returned items must be unworn and, where applicable, returned with any packaging and all original tags still attached to the garment.
Unfortunately we do not offer a free returns service and returns are the responsibility of the customer until received by Intro. We strongly advise customers use an insured delivery service. The cost of returning all items is the responsibility of the customer. In the event you wish to return an item sent that was not ordered, we will make arrangements regarding returns costs with you during the returns authorisation process.
Please note that for hygiene reasons we cannot accept any returns on underwear or socks.