FICTIONAL DOCUMENT FOR PRACTICE - no reference to real people, companies or records

ONLINE SHOP RULES (fictional)
1. Free delivery on orders over £49; below that, £4.95. Delivery in 2-4 working days within the UK.
2. Returns within 14 days of delivery, goods unused and in their original condition; return postage is paid by the customer, unless the item is faulty.
3. Refund within 10 days of receiving the return, to the same payment method.
4. We only deliver to addresses in the United Kingdom.
5. Food products that have been opened cannot be returned.

EMAILS RECEIVED IN OCTOBER (extracts)
a) How much is delivery on a £35 order?
b) My parcel arrived yesterday, can I send back a bottle that is still sealed?
c) Do you deliver to Jersey?
d) Is delivery free on a £60 order?
e) I opened the jar of tapenade but I don't like it, can I return it?
f) The item arrived broken: who pays for the return?
g) When will I get my refund after returning an item?
h) Do you offer gift wrapping with a card?
i) Can I pay by bank transfer?
j) Do you deliver to Jersey? I have a holiday home in St Helier.