Frequently asked questions

 

Q1) What payment types are accepted and do you offer credit?

A1) Payments can be made with Mastercard and Visa debit and credit cards through the secure worldpay payment system. We also accept paypal where you can use any card you have associated with your paypal account including american express. We do not offer a credit facility.

Q2) What happens if I order multiple items and some are available now and others on pre-order?

A2) We typically wait for all items to be in stock before dispatching the complete order in one go. There are exceptions to this where we might agree to send some pieces straight away and the others when they arrive but this is only in certain circumstances.

Q3) Where can I find the availability and lead time for an item?

A3) On every product page, we show its availability with an estimated lead time for dispatch. This is also displayed on the cart page and in the confirmation email. On the rare occasion we believe the actual lead time might be longer than this, we will inform you straight away and give you the opportunity to cancel the order if you wish. If you would like to confirm a products availability in advance, please contact us though we do try to keep every page as accurate as possible.

Q1) How much is the cost of delivery?

A1) Delivery is free to Lichfield. For the rest of mainlaind UK, the delivery cost varies based on the order vaue and the delivery postcode. For most areas, the delivery cost will range from £3.99 to £34.99. For Scotland, some parts of Wales, the North East and London congestion zone, a surcharge may be added. The exact delivery cost is shown during the checkout page once you have entered the delivery postcode. You can abort the transaction without any commitment at that stage if you do not wish to proceed. Or you can contact us with the order details and delivery postcode and we can give you the delivery cost. Please see our delivery and returns page for more information.

Q1) Do you deliver outside the UK?

A1) We only deliver to mainland UK. For UK isles and Northern Ireland, we may be able to provide a delivery quote depending on the order details. For international orders, we do not deliver but you can arrange your own courier to collect from us. For more information, please contact us.

Q1) What happens if I don't like the item when it arrives? Can I return it for a refund?

A1) Yes, if you decide, for whatever reason, that you would like to return the item, please notify us within 7 days of receiving it. We will advise the steps to return it and refund you in full including the original delivery charge less the cost of the return postage. The exact cost of this will vary depending on the item. We do not profit from the return charges, these are the charges made to us by the courier. If you would like to know the potential return cost of a specific item, please contact us. Please see our delivery and returns page for more information.

Q1) What happens if an item arrives damaged?

A1) We check all items before dispatching and package them very well so damages are very unlikely. However, if an item does arrive damaged, then please notify us as soon as possible. We will ask for images to confirm the damage and then we will arrange for the item to be returned and a replacement sent out as quickly as possible. Please see our delivery and returns page for more information.

Q1) I am trying to match an existing piece of furniture. Can you send wood samples out?

A1) We do not have wood samples to send out. However, we will always do our best to help you make an informed purchase decision. You can email us with images of your exisiting pieces and we will give an honest appraisal of how well we think our pieces will match.

Q1) Many pieces say they are unique and handmade and so may slightly vary from the pictures. How can I be sure I will like the one I receive?

A1) The main furniture pieces we sell in mango, sheesham, oak and acacia are very consistent and the pictures give a good representation of how each one will appear though of course, the exact grain patterns and shades will be individual to each piece, such is the beauty of real wood furniture. For the teak root, monkey-pod and driftwood pieces, yes these can vary a little from the pictures though they are all made to the same specification. If we feel a piece differs substantially from the website images, we will pro-actively send you photos of the exact one you will receive for your approval. But if you have any concerns on how any item will look compared to the website image, please contact us and where possible, we will send images for your approval.

Q1) Do you have a showroom where I can see the items "in the flesh?"

A1) Yes, we have a shop in Lichfield, Staffordshire. Please see our "Visit Our Shop" page for the details. Please note that not every item on our website is available in our shop so if there is a particular piece you are interested in, please let us know and we can confirm if we have it in store or not.

Q1) I can't find the answer to my question, how easy is it for me to speak to someone?

A1) Very easy! We can be reached on 01543 250138. We are a small team so you won't be passed around departments or made to hold in an queue for ages. We can answer our phones during the shop opening hours. See our "Visit Our Shop" page for opening hours. If we don't happen to answer, it may be we are busy serving customers in the shop so please leave a message and we will call you right back. Alternatively, you can email us at sales@paraphernaliauk.com 7 days a week and we will reply as quickly as possible.