Help and Assistance

Q - HOW LONG DOES DESPATCH TAKE?
A - Day You Were Born Products are despatched  on a daily basis Monday to Friday, excluding bank holidays and promulgated holiday breaks.  Generally The cut off time for City Link UK courier despatch is 14:00 hours, and Royal Mail/Parcel Force 15:00 hours.  Every attempt will be made to process paid orders received by these timescales on a same day basis.  If City Link Next Day is selected after 14:00 hours, we may at our discretion use Royal Mail Special Delivery to ensure Next Day delivery is achieved.

Q - DO YOUR PRODUCTS USE REAL GLASS and WHAT HAPPENS IF THIS BREAKS IN TRANSIT?
A - DAYBORN framed personalised gift products are available with either styrene plastic Perspex safety 'glass' or traditional glass.  Due to increases in the glass breakage rate by Royal Mail in recent years, styrene safety glass is normally despatched as standard with an option to select traditional glass (UK customers only).  This choice is available on checking out, either by selecting from a drop down box or by including a note.  The Economy Framed version is normally only available in plastic glass.  If glass is selected, this will be packed carefully, and replacement styrene glass will be offered as a replacement if glass is broken in transit.  

Q - I WOULD LIKE TO SEND ONE DIRECT AS A GIFT - CAN PRICE DETAILS BE ELIMINATED?
A - DAYBORN make tremendous gift products, and provide an excellent quality and novel gift solution.  Different invoice and delivery addresses can be selected on checking out; in this case the recipient will not be provided with any pricing details.

Q - HOW CAN I SEE A LARGER IMAGE OF YOUR CERTIFICATE PRODUCTS?
A - Almost all images on the DAYBORN website are thumbnails.  Each can be clicked to produce a larger image.  Clicking on a certificate thumbnail for example, provides an enlargement to fill most computer monitor screens, and details can easily be read.

Q - WHICH COUNTRIES ARE THE PERSONALISED GIFT PRODUCT BASED ON?
A - Currently our personalised gift products are based on United Kingdom news and information with Irish and Scottish variants.  These options are available for Day You Were Born, Wedding Day, and Baby Certificates.  Birthday News certificates come in USA and Australia versions, together with England, Northern Ireland, Scotland, Wales variants.

Q - THE ADDRESS IS IN IRELAND AND DOESN'T HAVE A POST CODE - WHAT DO I DO?
A - Some countries such as Republic of Ireland (outside Dublin) do not use post codes, in this case simply type in some characters such as NA (for Not Applicable).

Q - CAN I PRODUCE MY OWN PERSONALISED CERTIFICATES ON MY HOME COMPUTER?
A - The short answer is no.  The information and database used is a business only product used under a franchise license.  Furthermore the certificates are printed on high quality templates, and subsequently laser printed.  If you are interested in being a franchiser please contact us, but be aware this is a serious bonafide business venture requiring an investment of several thousand pounds.

Q - CAN I PAY USING MY CREDIT CARD?
A - You can indeed pay for your frames by credit card (Mastercard, JCB, Visa, Switch, Solo, Delta, and Electron).   American Express is an option via checking out using Paypal Pro, in practice this only tends to work only for USA based customers. For JCB card please select Streamline on checking out.  Payment by credit card may be made online as you check out using our secure server. Alternatively  goods can be ordered and paid by credit card via telephone.

Q - I DON'T WISH TO USE A CREDIT CARD - HOW DO I PAY?
A - We accept alternative methods of payment.  This includes UK cheque, Paypal Direct (a simple method of payment, your  address is automatically provided), Postal Order, and Direct Online Bank Transfer.  Gift products will be despatched on receipt of payment.  Full details are provided when you check out and you will be kept fully informed by E-Mail.

Q - I LIVE OUTSIDE THE UNITED KINGDOM - HOW CAN I PAY?
A - Normally only via Credit Card or a Paypal Account.  Cheques (Checks in USA) are not normally accepted when drawn from bank accounts outside the United Kingdom due to the expense (around £10) of cashing them.

Q - WHAT IS VALUE ADDED TAX (VAT)?
A - Value Added Tax (VAT) is a United Kingdom HM Revenue and Customs tax generally imposed on products sold by companies whose turnover is above a certain threshold.  The UK rate is currently 20%, and is chargeable on all products and services including delivery, within the United Kingdom and European Union. 

Q - CAN MY COMPANY CLAIM BACK VALUE ADDED TAX (VAT)?
A - We at Datalite UK Ltd are a United Kingdom VAT Registered Company under GB 922 4169 36; therefore if entitled under current regulations VAT Registered Companies and Organisations may claim VAT back. 

Q - HOW IS VAT CALCULATED ON PRODUCTS PURCHASED FROM DAY YOU WERE BORN?
A - Prices quoted on the site are inclusive of VAT tax.  On checking out and proceeding to pay, products initially show the NET amount prior to adding VAT - this will be less than the inclusive amount.  VAT is shown as a separate figure calculated at the current UK rate of 20%.  The NET amount and TAX amount added together will amount to the inclusive figure.  Please note when purchasing multiple items the final price may be a few pennies different (either slightly more or less) this is due to rounding - a requirement of HM Customs and Excise. 

Q - HOW IS VAT CALCULATED FOR SHIPPING CHARGES?
A - Shipping prices quoted on THE DAY YOU WERE BORN website are inclusive of VAT.  On checking out and proceeding to pay, Shipping will also be shown as the full inclusive amount.  VAT will be charged even for zero rated services such as Royal Mail or Parcel Force, unfortunately this is a VAT tax law requirement.  If Shipping VAT is applicable (i.e. Delivery within the United Kingdom and/or European Union) a separate Shipping Tax box will appear to show the amount of VAT included.

Q - MY VAT REGISTERED BUSINESS IS OUTSIDE THE UNITED KINGDOM BUT WITHIN THE EUROPEAN UNION - DO WE HAVE TO PAY VAT?
A - VAT registered businesses outside the UK but within the EU do not have to pay VAT.  Their is an option for entering VAT registration details for such organisations on checking out.  To qualify the goods must be physically delivered outside the United Kingdom.

Q - I LIVE OUTSIDE THE EUROPEAN VAT AREA - DO I HAVE TO PAY VAT?
A - No you do not have to pay VAT.  This will automatically be calculated on checking out, saving around 15% on the quoted VAT inclusive prices.  For example USA, Australia, Isle of Man, Jersey, and Guernsey customers do not have to pay VAT provided goods are physically delivered outside the European Union.  Please note that you may be liable to pay import tax if required by your country's rules.
 
Q - I HAVE ALREADY SUBMITTED AN ORDER, CAN FURTHER ITEMS BE ADDED TO TAKE ADVANTAGE OF DISCOUNTS AND/OR POSTAL SAVINGS?
A - Provided your order has not been despatched, further orders will be entitled to full discounts and postal savings equivalent to the overall order.  Any monies due will be automatically credited to you.

Q - CAN I PURCHASE MATCHING FRAMES FOR YOUR DAY YOU WERE BORN PRODUCTS? 
A  - Yes please visit our sister site 'FRAMES ONLINE' (Link also available from DAYBORN's Home Page).  If you do this before checking out of our Online Store, your Day You Were Born purchases will be remembered on the shopping cart software.
  
Q - DO FURTHER ITEMS ORDERED FROM YOUR SISTER SITE 'FRAMES ONLINE' QUALIFY FOR DISCOUNT/POSTAL SAVINGS?
A - Yes.  Both 'The Day You Were Born' and 'Frames Online' use the same shopping cart software and discounts/postal savings  will be based on the overall transaction.  This should be automatically calculated following procedure in question above, otherwise we will credit difference provided previous item(s) are not despatched.

Q - IS THERE A LIMIT TO THE AMOUNTS THAT MAY BE ORDERED?
A - In short no.  We can provision any amount from 1 upwards and customers benefit from delivery savings.  You can order as many certificates you like, and our Online Shopping Cart allows you to add further items as you shop. 

Q-  CAN A PERSONALISED MESSAGE BE ADDED?
A - Personalised messages may be added to our 'DAY YOU WERE BORN' and 'BABY CERTIFICATES'.  This option can be purchased from options provided from the Specials Menu Pages.  Any message can be added up to 60 characters, including spaces.  We reserve the right to reject grossly offensive text or messages breaking the law.

Q - HOW ARE UK DELIVERY CHARGES CALCULATED?
A - When you order these are automatically calculated for you, being primarily based on weight.  For small quantities despatches will be by Royal Mail 1st Class Post.  Larger orders will be despatched by next day courier service - this provides you with an economical and efficient carriage service for larger quantities.

Q - WHAT IS YOUR POLICY REGARDING INTERNATIONAL DESPATCH?
A - Unfortunately we do not normally provision glass products outside the UK, the risk of breakage during Airmail transit is too high.  However, we can supply non-glass products, such as our Laminated Certificates and Certificates with the Acrylic 'Glass' Wood frame; worldwide by Airmail (3-5 working days delivery time). 

Q - WHAT HAPPENS IF PRODUCTS ARE DAMAGED DURING DELIVERY?
A -  Customer satisfaction is our top priority and we will undertake to promptly replace or arrange a credit/refund for items damaged during delivery.  To enable us to claim from the respective carriage mail/courier insurance we may ask for proof and/or information on the damage sustained to products and packaging.