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FAQ

Do you need help? Go to see our FAQ section.

RETURNING GOODS

We hope you are happy with the products you receive from us, but, if for any reason, you wish to return them, please follow these instructions:

Unsuitable or unwanted goods will be accepted for return within a period of 30 days from receipt of your order (excluding Special Orders - see paragraph 3 Special Orders).

Goods should be returned using a safe and tracked method of transit.  We will not be resonsible for returns which are lost or damaged in transit.  The cost of the return is the responsibility of the Customer.

Goods must be returned in their original packaging with all parts, fixings, fitting instructions included.  Please do not write on or tape over original bags or boxes-these should be packed into an outer box or appropriate padded envelope to ensure they are not damaged in transit.

Goods should be carefully and securely packed in the correct size packaging with individual products in protective material to avoid movement during transit which could damage products made from glass, metal, procelain etc.  Please do not package individual parts together which may cause friction and damage during transit.

We reserve the right to charge a restocking fee should goods be returned in a condition that either renders them unsellable or marked.  You will be sent a damages report should this be the case detailing this information.

Please include a copy of your original order or put a note in the package with your order reference for us to identify your order easily and avoid any unnecessary delays.  If you wish, please give us a reason for your return as this will provide us with valuable feedback for improving our products in the future.

Refunds will be processed within 30 days of receipt of returned goods.

COMPLAINTS PROCEDURE

If you wish to make a complaint regarding any aspect of our service, please contact us in writing stating the details of your complaint and this will be investigated by the Company.  Full details of the complaint will be recorded in the Company Complaint Log and a response will be made to the Customer within 5 working days.  Where the complaint is of a more complex nature and a response will not be possible within 5 working days,t he Customer will be contacted within 5 working days and be advised of this.  The Customer will be given an indication of how soon a full response will be made.

Where it is not possible for a complaint to be resolved, the Customer will be given a clear explanation in writing. 

STATUTORY RIGHTS

Nothing in these Terms and Conditions will reduce your statutory rights relating to faulty or mis-described goods.  For further information about your statutory rights, contact your local authority Trading Standards Department, Consumer Direct or your local Citizens Advice Bureau.