| 1. what happens if I am out when you deliver? |
| All of our deliveries will need to be signed for. If you think you might be out, you can add alternative delivery instructions (such as a safe place to leave your parcel) when you place your order. This is done so at your own risk, we cannot be held responsible to items that don't reach you if you have requested alternative delivery instructions.
If you're out when we try to deliver, your parcel will be returned to the depot and the driver will leave you a card explaining where your parcel is and what to do next.
Royal Mail will take your parcel to the local sorting office if it requires a signature and you're not in. Royal Mail will leave a card at your address explaining what to do next if your order requires a signature. |
| Last Updated : 2010-02-23 16:39:36 |
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| 2. Do you ship abroad and if so, what's the delivery charge? |
| Generally, due to the nature of alot of our products and the risk to damage we don't ship abroad. However from time to time with items that are unbreakable we do consider it. So if you would like us to, email a list of what you’re after and we'll be happy to get you a quote so that you can make your mind up before you commit. We do however ask you to bare in mind that due to the nature of buying abroad and costs involved we will only ship abroad if you are sure you want the product and have visited our shop as returns are not accepted with this service.Naturally, cost of shipping abroad is dependent on what you intend to buy. |
| Last Updated : 2010-02-23 16:37:44 |
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| 3. If I buy multiple items for example, a tea, coffee & sugar set, rustic heart & doorstop do I pay for postage for each? |
| No, you can order as many accessories as you like and only pay for one postage of £6.49 for accessories. For furniture items, delivery will be calculated, based on postcode at the checkout stage. So it’s worth buying all your bits and pieces at once or maybe top up an order with a few gifts to get the reduced postage. |
| Last Updated : 2009-04-22 09:54:03 |
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| 4. I don’t think the item I have received is the same colour as the one on the website. What do I do? |
| Every effort is made to ensure that the Products we supply correspond as closely as possible to the samples shown in our shops or displayed in our catalogues and on this Website but they might not be exactly the same.
No responsibility can be accepted for these slight variations, which all add to the unique features. |
| Last Updated : 2009-04-22 09:54:36 |
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| 5. I cannot find what I am looking for? |
| A friendly, personal and efficient service is important to us. If you struggle to use this site let us know so that we can improve it. If you can’t find what you are looking for on the website please give us a call and we will attempt to source whatever you need for your project. |
| Last Updated : 2010-05-20 15:57:56 |
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| 6. If I buy something that doesn't look quite right once I receive it, can I return it? |
| No problem at all. Please either email me or call with the problem. All goods sold are covered by the Consumer Protection (Distance Selling) Regulations, which allow for a seven day 'cooling off' period during which you may cancel your order (in writing) by sending us a letter or e-mail at any time up to and including the seventh working day after the day on which you received your purchase. |
| Last Updated : 2009-04-22 09:55:17 |
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| 7. Change Of Heart |
We appreciate that you may have a change of heart when purchasing, however, there are a few pointers that we would like to mention before you call us.
Please ensure that the goods are
*unused
*in perfect, re-saleable condition (this does also include the product packaging and instructions etc.)
If there are any incomplete items returned to us, we will not be able to refund you. You will be held responsible for any other charges provided to you in connection with your order, for example, delivery charge.
Please notify us within 7 days from receipt of your order.
Goods must be returned to Touches Home Interiors (please see address below) within 7 days after date of receiving the item, for a full refund or exchange.
Please note: We cannot refund postage costs. |
| Last Updated : 2009-04-22 09:57:19 |
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| 8. Items Lost When Returning |
Please note that for any items returned to us it is your responsibility to make sure we receive them. Touches Home Interiors does not accept any responsibility for any lost parcels. We recommend that you use a secure and track able service which is offered by the Post Office.
Faulty goods - Where the fault is due to manufacturing defect, goods will be exchanged or refunded.
Damaged goods must be reported to Touches Home Interiors within 48 hours of receiving the goods. After this time we cannot accept responsibility for damage reported.
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| Last Updated : 2009-04-22 12:21:32 |
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| 9. Can I cancel my order? |
| Your Right to Cancel: you may cancel your order (once accepted by us), for any reason, up to the point of despatch. If you do cancel your order within this time any payments made by you will be refunded in full within 30 days |
| Last Updated : 2009-04-22 09:59:13 |
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| 10. How quickly do you post orders out? |
If the product is in stock we will endeavour to get it out to you within 48 hours. But please allow up to 10 days for delivery.
If the product is out of stock we will notify you of this and an estimated time when it will be back in stock. As soon as a product is back in stock we will dispatch it immediately and inform you of the status. |
| Last Updated : 2009-04-22 10:00:01 |
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| 11. Can I order over the phone? |
| Yes of course, our order number is 0845 072 8480 and is available between 9.30am and 5:30pm Monday to Friday. If we don't answer you call immediately please leave a message and phone number and we will get back to you as soon as possible. |
| Last Updated : 2009-04-22 10:00:44 |
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| 12. After receiving the parcel, I opened the parcel briefly and did not notice the damage until removing it fully out of the box later on. I know it is after the 7 working days policy, however, what shall I do now? |
| Unfortunately, our policy requires that any damaged/missing/faulty items MUST be reported within this time in order to receive a replacement/refund. We recommend that our customers fully check all their products upon receiving them and contact us if they notice any problems. |
| Last Updated : 2009-04-22 10:01:25 |
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| 13. I have taken the item out from the box and assembled it and now I have realised that I measured the item incorrectly? |
| As our policy states, goods can only be returned if in the original resalable condition, this means that any used or assembled items are not eligible to be returned to us. |
| Last Updated : 2010-05-20 15:57:39 |
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| 14. How will my item be packaged? |
| It's worth mentioning that we re-use old boxes for your parcel - we hate waste and environmentally it makes sense too! However, If you let us know that your order is a gift then we'll gladly package it beautifully for you, taking off any irravent costing information so you can delivery it to the recipient beautifully. |
| Last Updated : 2010-02-10 16:00:56 |
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| 15. We wish to return an item for a refund, although I have not got the original packaging? |
| Unfortunately, without having the original packaging included with the product, this will affect the return as it makes the item non-returnable. This is due to us being unable to resale the item onto other customers. |
| Last Updated : 2009-04-22 10:02:32 |
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| 16. I returned the vase that I purchased; However, I was made aware that they arrived damaged. Where do I stand? |
| While we do understand the difficulties of posting fragile items, unfortunately we cannot accept responsibility for damages during transit from the customer to ourselves. We recommend that our customers use an appropriate postal service to ensure the return happens successfully and the item is covered in case of damage. |
| Last Updated : 2009-04-22 10:03:10 |
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| 17. I purchased an item from your website, however, it has developed a fault. I know you have a 28 day policy. What shall I do? |
| If the item becomes faulty, then contact our contact us directly on 0845 072 8480 for further advice. |
| Last Updated : 2009-04-22 10:03:49 |
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| 18. What if I can't return an item? |
If for any reason you are finding it difficult to return an item, then it is possible for us to arrange a collection for you. The collection would be made using Parcel Force or an appropriate courier and can be arranged to take place any weekday when someone is in to meet the driver. This service costs £12.00, which will be charged prior to the collection being arranged.
Please call us on 0845 072 8480 if you want to use this service. Note that collection will be made during normal office hours and drivers cannot be time specific, someone has to be in to dispatch the items, failure to do this will result in a recharge for the customer.
Please note: this service is only for accessory items, the cost of retrieving heavy, bulky items will be charged at the rate of the postage paid.
Returns address:
Touches Home Interiors,
Fron Goch Garden Centre,
Caernarfon.
Gwynedd.
North Wales.
LL54 5RL.
Please Note That
You will be responsible for the item/s until they reach us. For your own protection, we suggest you use a secure despatch method, which requires a signature upon delivery, such as Royal Mail First Class (Recorded Delivery).
These terms do not affect your statutory rights and are in addition to Distance Selling Regulation requirements. Please see our full terms & conditions.
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| Last Updated : 2009-04-22 10:07:49 |
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| 19. Still Not Found The Answer? |
| Still not found the answer to your question? Get our help. Please feel free to contact us on 0845 072 8480 or email kat@touches-interiors.co.uk. |
| Last Updated : 2009-04-22 10:08:29 |
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| 20. If you love our site? |
| If you love your Touches Home Interiors products please let us know! An email of compliments is always gratefully received kati@touches-interiors.co.uk |
| Last Updated : 2010-02-10 16:02:11 |
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