Frequently Asked Questions
Can I cancel or amend an order online?Darren JenkinsOrders cannot be amended or cancelled online however our customer services team are available 7 days per week via phone or email so please do contact us with any requests and we will endeavour to ensure that these are processed for you wherever possible.
Can I exchange items?Whilst we do not currently have an exchange policy in place, we do have a 14 days money back guarantee to allow you to return any unsuitable items to us for a full refund and a new order can then be placed online. Items must be unopened and in all original packaging for re-sale. The cost of returning items, unless faulty is your responsibility.Bespoke made furniture (beds, sofas etc), or specially ordered in items cannot be exchanged unless faulty, and if faulty we reserve the right to put right the fault not exchange. Some items, such as mattresses cannot be exchanged for hygiene reasons.
Can I have my order delivered to a different address to my billing address?Darren JenkinsYes. If you are placing an order as a gift for a friend, or would like your order delivered to a work address then you may request to have a separate delivery address to your billing address. You may enter the delivery address at the first stage of the checkout procedure.
Can I order without registering?Darren JenkinsYes; it is our policy to make your shopping experience as quick and easy as possible. We do not require registration but should you wish to do so at the end of the checkout process you may. We do not retain any payment details and we only keep your delivery information.
Can I track my delivery?Darren JenkinsYes. You will be able to track your delivery with our couriers once your parcel has been dispatched from our warehouse. You will receive a confirmation email when your parcel has left our warehouse, and this will include your tracking number so that you are able to follow the progress of your parcel.
Are customs duties included in the shipping cost?Darren JenkinsFor delivery to the EU, any customs duties are included in the shipping cost. Once you have placed you order with us there will be no extra charges that you will have to pay before you receive your order.If you are shipping into Gibralter you may face additional fees, these fees are to be paid by you.
Help! I’ve forgotten my passwordDarren JenkinsIf you have forgotten your password that is linked to your account, you can simply go to the log in page and select “lost password” From here, you will be asked to enter your email address that is linked to your account and you will receive an email containing a link to re-set your password.
How do I set up a wishlist?Darren JenkinsYou can create a wishlist by logging into your account and selecting “My Wishlists” From here you will just need to click “create a new wishlist” and you can then personalise the name of your list and begin adding your desired products to the list immediately. You can easily add items to your list via the product pages on our website too. Wishlists can be created without an account but will not persist beyond your current browsing session.
If an item is out of stock, can I still order it?Darren JenkinsOur site will not permit you to order items that are not in stock, it is worth contacting us and we can let you know if and when the item will be available again.
How long do refunds take?Darren JenkinsRefunds will normally be credited to your original method of payment unless your refund is being processed outside of our 30 days returns period. Most payment providers will fully process the refund within 5 working days.
How long will delivery take?Darren JenkinsDelivery times vary from country to country, but, on bed linen and bedding is usually around a week. Larger items of furniture can be 2-4 weeks and bespoke custom made beds, if not in stock can be 3-4 weeks. More information can be found on our deliveries guide.
How much does delivery cost?FREE on all bed linen and bedding in Spain and the UK. Other items are worked out at the cart level, add your items to your cart, then hit calculate shipping when you have selected your country/area.
Do you offer a free returns policy?Darren JenkinsWe do not offer a free returns policy and therefore any costs incurred to return the items will not be covered with the exception of any damaged products that we accept liability for.If you would like to return an item, please contact our customer services team and we can provide a returns reference for you to be able to send the item back to us.For any International returns, please may we also ask you to ensure that you mark ‘RETURNED GOODS’ along with your name clearly on the outside of the parcel to avoid any import duty on its arrival in Spain, any import duty incurred by us will be deducted from your final refund amount.
Is the ordering process secure?Darren JenkinsYes; we maintain the highest levels of security. Our site uses high-level SSL encryption technology, all payments are handled via Paypal not us, so we do not store your card or payment details.
Does the parcel require a signature?Darren JenkinsYes. Our parcels are sent by courier who do require the parcel to be signed for. If you will not be available to accept and sign for the delivery, you can leave delivery instructions at the checkout stages. For example, you may request that your parcel is left with a neighbour, or left behind a gate. Our couriers will leave the parcel in a place if they feel that it is safe enough to do so.
Which payment options do you accept?Darren JenkinsWe use Paypal as our payment processor, via Paypal we accept payment from all major credit and debit cards and PayPal. If you pay via our Customer Services team, you will also be able to request payment via BACs. Goods paid for via BACs will only be dispatched once the funds have cleared.
Do you have seasonal promotions/sales?
Yes we have seasonal promotions and sales throughout the year. Be the first to hear of any special offers by joining our Facebook Group here.
What is your returns policy?For all returns you will be required to arrange and pay for the return of the products to us.If you have purchased an item within the last 14 days that is not completely suitable for you, please contact our Customer Services department to receive details of how to make a return. You can contact customer services by phone or email on the below details, or via Live chat through our website.Telephone (UK): 03300 101 105 (ES): 902 018 287Email: email@example.comOnce the item has been received and checked, your refund will be processed within 2 working days of receipt.Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if this is requested in writing within 14 working days of receipt of your goods. This includes any standard delivery charge charged on your order, but excludes any charges incurred in returning the order to us.This does not include bespoke custom made furniture or special order items. When ordering bespoke pieces of furniture (such as beds, sofas) it is your responsibility to ensure those items will fit into your room and you can get the items into your property and the desired room.You will receive the refund back to the original method of payment.Please read the following carefully:
- We will be happy to make an exchange or refund, providing the goods are returned in perfect condition and in their original packaging excluding “SALE” or “CLEARANCE LINES” which will only be offered as an exchange providing the goods meet all other conditions.
- On receipt of the goods returned for a refund, you will be refunded the amount paid for the goods only.
- We strongly recommend you obtain a ‘Certificate of Posting’ from the post office, as we will not accept responsibility for parcels lost or damaged in transit.
- If exchanging goods and the new item you require costs less than the one you have returned we will refund you the difference.
- If exchanging goods and the new item you require costs more than the one you returned, an additional payment will be required.
- Items that are exchanged will attract a new delivery charge at the current rate.