Here are some questions often asked and our comments on them:
Q. When I try to browse your site I get an error message.
There are two common error messages you are most likely to experience. The first one is as follows:
Microsoft OLE DB Provider for ODBC Drivers error '80004005'
[Microsoft][ODBC Microsoft Access Driver] Could not use '(unknown)'; file already in use.
This message appears when we are updating the website database. A more appropriate 'plain English' message would read 'Closed for 5 minutes for cleaning!' The update takes between 2-5 minutes and we update the site at least once a day. If you experience this error message, try browsing the site again in 5 minutes. Unfortunately we cannot avoid this unwelcome inconvienience.
The second error message is as follows:
The page you are looking for is currently unavailable.
The Web site might be experiencing technical difficulties, or you may need to adjust your browser settings.
This error message can occur at any time and is unfortunately completely out of our hands. We suggest you follow the onscreen instructions for troubleshooting this problem.
|GO BACK TO THE TOP OF THE PAGE|
Q. Aren't there problems dealing with overseas sellers?
With some overseas sellers you may experience problems with currencies, exchange rates, payment procedures, packing standards, and shipping delays. Not so with Madelena. For US customers we are organised to ensure your transaction is as trouble free as buying from another state. Payments, whether by check or by credit card, are in dollars, paid in the USA, using American institutions exlusively. Our packing standards are the highest anywhere. And delivery of the merchandise from England is as fast as US Mail.
|GO BACK TO THE TOP OF THE PAGE|
Q. What about red tape - taxes and duties?
There are no taxes to pay. And import duty is charged only on items less than 100 years old. Most of our merchandise is over 100 years old, clearly declared to US Customs, so nothing to pay, and no delays. 20thC items are liable to import duty of 10%. On the occassions when these are stopped by US Customs they will phone you. Pay up, and the merchandise is delivered without further delay. Shipping documents are attached to the outside of the package so a box is almost never opened.
|GO BACK TO THE TOP OF THE PAGE|
Q. Shipping from England - how can it be as fast as US Mail?
A package posted in your local Post Office takes a day or two to reach a 'node' from whence it is re-directed to the addressee. A package posted in England is on a plane the same night and arrives at a 'node' in the USA the next day from whence it is re-directed to the addressee. Priority shipping takes 5-8 days (under 2kg) or 7-11 days (over 2kg). Shipping between Friday 22nd December - 2nd January may take a little longer than usual.
|GO BACK TO THE TOP OF THE PAGE|
Q. Shipping from England - is damage more likely?
The main cause of damage in transit is inadequate packing. We pack to a very high standard and enjoy an excellent reputation for packing quality. We use the box within a box method for extra protection as appropriate. A less significant cause of damage in transit is the number of times a package is re-handled, the same number of times as a State to State postal shipment.
|GO BACK TO THE TOP OF THE PAGE|
Q. Shipping from England - is it more expensive?
The high cost of shipping parcels UK to USA is a fact. We don't know why, but it is an unfortunate fact of life. It is true of all shipping methods: airfreight, national parcel services linking up with USMail, through to the top end shippers like Fedex and UPS. To offset this as far as possible we charge only the actual shipping cost. Our excellent in-house packing service, handling, and materials is completely free of charge. As a result, our shipping charges are low compared with other UK shippers. To further offset the high cost of shipping we regularly 'accumulate' items for our customers if they wish to purchase more items in the auctions or from the website. One plate, for example costs $24 shipping. An additional plate costs just $5 addtional shipping.
|GO BACK TO THE TOP OF THE PAGE|
Q. Shipping from England - what about insurance?
Some customers do not require insurance e.g. they may be covered under their own policies. Where insurance is required we have to insure privately because none of the shippers' compensation policies cover antiques, china or jewelry. Full insurance on any shipment costs us 3% of its value. Shipments under $500 in value we make no charge to you. For shipments over $500 in value we ask you to contribute 2% and make no charge for the remaining 1%.
|GO BACK TO THE TOP OF THE PAGE|
Q. Do you guarantee authenticity of your antiques?
We guarantee that ALL items we sell are exactly as described and pictured. If any discrepancy should occur, see our Return Policy below.
|GO BACK TO THE TOP OF THE PAGE|
Q. Return Policy - do you have one?
We will accept returns. All we ask is that you look before you leap. Read the description and look at the illustrations before you buy. If we have omitted to mention something that affects the value of a purchase we will refund the cost of the item in full or come to an arrangement according to the customer's wishes.
|GO BACK TO THE TOP OF THE PAGE|
Q. Can I pay in dollars? How do I pay?
You can pay in almost any currency. Here are the most popular methods:
1. US$ Visa/Mastercard/American Express. Use the URL http://madelena.com/payment.html to pay by US$ Visa/Mastercard/AMEX using a totally secure on-line form. No human ever sees your card details using this method. You get an instant receipt-of-payment email. The main benefit of paying this way is that it is the most secure, it speeds up delivery, and it provides 'recourse'.
For more information on using the online payment facility, take a look at our HELP page.
2. US$ Visa/Mastercard/AMEX. Send me your shipping address and credit card details with the cc number split into TWO SEPARATE emails for SECURITY. I would know what the numbers were for.
3. US$ Check or money order. Please make the Total Amount payable to Madelena Antiques, and send to our address in Atlanta (please enquire for address), e-mailing to your shipping details and daytime telephone contact number.
4. UK£ cheque. Please make the total amount payable to Madelena Antiques, and send to our address in England (please enquire for address). Shipping address and daytime telephone contact number by e-mail please.
|GO BACK TO THE TOP OF THE PAGE|
Q. Credit card payment. Is it safe?
Yes. We use the QuickCommerce service, which boasts RSA certified 40 bit encryption using Secure Socket Layer v2.0. In short, this means that nobody, under any circumstances, will be able to view your credit card and personal details. It is safer than giving your credit card number over the telephone. And a lot safer than giving your credit card to a shop assistant.
|GO BACK TO THE TOP OF THE PAGE|
Q. I get an error message saying certificate has expired when i try to use the online payment form. Why?
You need to upgrade your browser to Internet Explorer 4 or above (recommended), or Netscape Navigator 4 or above. To find out more click here.
Q. Does the item come with a statement of authenticity?
We will be happy to provide a formal statement authenticating age, origin, and condition, if required. Our description together with our guarantee of a full refund if the item is not as described normally serves the purpose, but any other format we will be glad to provide.
|GO BACK TO THE TOP OF THE PAGE|
Q. Can I get someone else to check it over for me?
Of course. You may have a friend in the UK or know a specialist whose opinion you value. Or you may want to use one of the on-line appraisal services. Or you may want to use i-Escrow at http://www.iescrow.com/ebay/. We would co-operate fully with any reputable third party appraisal or escrow service.