Q - What countries do you ship to, why don't you ship to mine?
A - We ship to as many countries as possible! If you can't find your country, drop us an email and we'll add it to the list.
Q - What is the latest time I can place an order if I want it tomorrow?
A - To receive your goods by the next working day, your order must be placed before 1pm. If placed after 1pm, your goods will be sent on the following working day. (Please note that Saturdays, Sundays and public holidays are not classed as working days). Please remember to select the appropriate courier option. Next Day delivery is only available to customers in the UK.
Q - When do I know if and when my order has been sent?
A - You will be sent an email as soon as your order is dispatched.
Q - Do I have to pay tax or duty on my order?
A - Prices displayed include UK VAT where applicable. If you live outside of the EU you may be liable to import duty or taxes for your country. This is out of our control. Our orders are shipped from the UK. Please check before ordering.
Q - Is your online shop secure, do you store my card details?
A - Our shopping cart is completely secure and uses a secure certificate. You will see the padlock in the bottom right hand corner of your browser, as well as SSL EV secure certificate which makes the address bar green showing you it's totally secure whenever you input your personal details. We never ever store your card details.
Q - When does my card get debited?
A - Your card is debited when your order is placed.
Q - Can I track my order online?
A - If you have selected DPD or DHL Courier you shall be sent tracking information.
Q - How do I enable cookies?
A - If you are using Internet Explorer you may need to enable cookies to shop on our site. Select 'Tools' from the top menu bar/Internet Options/Privacy - within this section you should be able to enable cookies. You may need to refresh your browser after doing this. If you experience problems please email us.
Q - What cards do you accept?
A - Visa, Mastercard, Maestro (formerly Switch), Visa Delta (replaced by Visa Debit), Visa Electron, Solo and Switch (replaced by Maestro). We also accept Paypal. If you wish to use American Express, please pay via PayPal (You do not need a PayPal account for this)
Q - Do you accept Visa Electron?
A - Yes, but some banks will not allow you to pay online via Visa Electron. This is nothing that we control, it is purely dependent on your bank.
Q - I'm trying to pay by credit card, but it's not working?
A - This could be because the type of card being used is not accepted by our secure payment partner, Sage Pay. Logos of all the cards accepted are shown above. If you continue to experience problems ordering, please email us at firstname.lastname@example.org.
If you are having trouble using your card, try using PayPal to process your order. You do not need to have a PayPal account in order to do this, and it's just as safe as our payment system.
Q - What is 3D secure?
A - 3D Secure is an added security measure that protects both you and us from fraudulent transactions. It may make the shopping process slightly longer but it guarantees peace of mind for everyone.
Q - Can I have my order specially gift-wrapped?
A - We don't currently offer gift wrapping, but it's something we're working on.
Q - Do you sell gift vouchers?
A - Not at present, but we are hoping to in the near future.
Q - Can I include a note with an order?
A - Unfortunately, not at the moment.
Q - Can I pay over the phone?
A - If you are having difficulties placing your order, you can give us a call on +44 (0)20 3176 2619.
Q - Can I pay by cheque or postal order?
A - We only accept payment via Credit / Debit cards and PayPal.
Q - Do you have a shop or showroom that I can visit to place an order?
A - No, and unfortunately we cannot deal customers at our warehouse or design studio.
Q - I need some advice before ordering, can I speak to someone?
A - We will be more than happy to help. Email us first at email@example.com, as we'll probably be able to answer your question immediately. Alternatively you can give us a call on +44 (0)203 176 2619.
Q - The item I wanted is out of stock, what should I do?
A - Simply put your email in the 'Notify me when this product is available again' box and we shall let you know as soon as it is back in! Don't worry, your email shall not be added to any of our other mailing lists without your permission or passed on to any third party sites.
NB: REFUNDS CAN ONLY BE MADE WITHIN A MAXIMUM OF 30 DAYS OF YOUR CARD BEING DEBITED.
Q - How do I exchange an item for something of a higher value?
A - Please email us to request a returns form. Print out this form, complete it and return it to us with the unused product in it's original undamaged packaging to our returns address.
Q - Will I get charged extra for postage if I want to exchange something?
A - If you wish to exchange your product for another item, you may be liable to pay towards the postage costs of the new item.
Q - How quickly will my exchanged goods be sent?
A - Upon receipt and inspection of unused items, your product will usually be dispatched the next working day.
Q - I've sent an item(s) back for refund, how soon will my card be credited?
A - Please allow up to 10 working after receipt and inspection of unused goods for your card to be credited. (It's usually much quicker than this, however somtimes there are delays with credit card companies)
Q - I sent an item back for exchange but I haven't received my replacement.
A - If your items were sent via Royal Mail, please allow up to 7 working days from us receiving and inspecting your goods (although most arrive between 2-3 working days). Many items ordered, which are too large to post through the letterbox, may require a signature; it is possible that your local post-person has tried to deliver the item to you and left a 'while you were out' card. These can sometimes be mistaken for junk mail and discarded in error. So, please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email us at firstname.lastname@example.org stating the billing contact (name and address), Order number or Transaction ID and date the order was placed.
We aim to respond to your enquiry within 24 hours (Monday to Friday).
Q - I've been sent a faulty or wrong item - what should I do?
A - Please email us at email@example.com with your full name, order number, address and date you purchased the item, along with details of the problem. We aim to respond to your enquiry within 24 hours (Monday to Friday).
Q - Where's my order - it hasn't arrived yet?
A - Please allow up to 7 working days if you are based in the UK and up to 10 working days if you are based outside of the UK from the date of your order being dispatched. Many items ordered, which are too large to post through the letterbox, may require a signature; it is possible that your local post-person has tried to deliver the item to you and left a 'while you were out' card. These can sometimes be mistaken for junk mail and discarded in error. Please contact your local sorting office to enquire if your order is awaiting collection. If there is no package waiting for you, please email firstname.lastname@example.org stating the billing contact (name and address), order ID and date the order was placed.
We aim to respond to your enquiry within 24 hours (Monday to Friday).
Q - Where's my order (Next Working Day) - it hasn't arrived yet?
A - Orders placed before 13.00 GMT (Monday to Friday) will be despatched the same day (stock permitting). If your order has not arrived by 2pm the next working day please check with your local post office, mailroom or reception to see if the item has been signed for on your behalf. If not, please email email@example.com stating the billing contact (name and address), or Transaction ID (beginning with RC) along with the date the order was placed. We aim to respond to your enquiry within 48 hours (Monday to Friday). Please note, Saturday is not classed as a working day, so if you order on Friday, your order may be delivered on the Monday.
Damaged goods must be reported to us within 14 days of purchase.
Please email us as soon as you receive any damaged goods. Please explain what is damaged, how it's damaged and please send photographic evidence. (This will speed up the process). When emailing us, please ensure you provide us with your full name, order number and purchase date to ensure that we can process your claim quickly and efficiently.
If you have been sent a damaged item, we will inspect it and either send a replacement or a refund if prefferred.
Q - I experienced problems when I ordered and I don't know if my order went through.
A - Send us an email at firstname.lastname@example.org stating your name and the time you ordered / tried to order, plus any order details you may have been emailed. We will reply to your email within 24 hours (Monday - Friday).
Q - The details of my order are incorrect, how can I change them?.
A - If you have incorrectly submitted your name, delivery address, telephone number or email address, please send us an email immediately to email@example.com stating your name and order number along with any information that needs to be modified . We will reply to your email within 24 hours (Monday - Friday).
Can't find an answer to your question? Email us at firstname.lastname@example.org