Deliveries & Returns

Ordering

After placing an order on the website you will receive a confirmation email from us detailing your order, and a receipt email from PAYPAL of your payment. 

Goods are normally dispatched within 2 working days of your order being confirmed and paid for. If any items are out of stock we will contact you and let you know.

The total cost of your order is the price of the products plus delivery.

When you place your order we require your personal details to process the order. As well as your name, and address details we need a contact telephone number and an email address so that we can get in touch with you in case there are any problems. It is also helpful to add some information about where a parcel can be left (a safe place) if you are out.

If there are any problems with your order due to stock unavailablilty, payment or postage issues, or any errors in pricing or description we will contact you by email or telephone before the order is dispatched.

If you realise that you have made a mistake you can cancel your order before the items are dispatched, just contact us at orders@roomremedies.co.uk as soon as possible and we will refund you in full.

Product Finishes and Quality Checks

We make every effort to accurately describe our products on our website. If an item is described as distressed, shabby, rustic, aged or antique you should expect to see finishes such as, uneven paint, paint chips, crackles, scrapes, and or the original surface pulling through. Many of our items are handmade and hand-finished, so they may have small defects and blemishes, that in our opinion gives each item, its own individual character. It is also natural and to be expected that an item will show evidence of its manufacturing process (including bubbles and ripples in glass), these are not considered to be defects. All items are quality checked prior to packing, and are only sent if we consider them to be in their best possible condition.

Returns

If you are dissatisfied with your order for any reason, you may return any item for a full refund within 14 days of purchase. You must notify us by telephone (020 8946 6894) or email ( returns@roomremedies.co.uk ) within 7 days of receiving your order if you intend to return an item. From 14 to 28 days we are happy to offer you an exchange or a credit note. For any return you are responsible for returning the item, in its original packaging and at your own expense.

If a product arrives faulty or develops a fault within a 3 month period, please contact us. We will endeavor to replace, repair, exchange or offer a full refund. Please securely package the item, return it to us, clearly stating your name, address and original order number and we will contact you to discuss the next course of action.

Delivery & Collection

At present we can only send items within the UK (excludes Channel Islands and Isle of Man) . For delivery elsewhere please contact us for a delivery quote.

Option 1 - Small and Light - £3.99. For parcels weighing up to 2kg, and measuring no more than 45x35x8cm. This is sent second class using the Post Office and takes up to 3 days. If your parcels dimensions exceed this size, but it still weighs below 2kg, we send it using My Hermes and this is a 3-5 day service.

Option 2 – Most other parcels £6.99. For parcels that weigh up to 5kg, with a maximum length of 120cm, and a maximum combined volume of 225cm. This is sent using MyHermes and following collection by them from our store its is a 3-5 day service.

Option 3 - Collection Only - free. Select this option if you plan to pay for your items on line, and then visit the shop to pick them up.

Occasionally the cost of postage may exceed the delivery option you have selected, if this is the case we will contact you to let you know the additional amount. You will be given the option to cancel the order if the postage is more than you want to pay. We will try to contact you by email, and if this fails we will try to call you, so please make sure you give us this information when you order.

Once your order has been dispatched you will be sent an email to let you know it is on its way. 

Please note: Neither the post office or MyHermes insures items which are ceramic or have any glass content. We wrap these items up extremely well, if you receive them broken this is not our responsibility and will not be eligable for a replacement or a refund. When you order these items it is at your own risk.

Please also note: If items are ordered on the weekend (Saturday, Sunday or Monday) Post Office parcels will be sent the next working day, which for us, is a Tuesday. In general items are sent either the day the order is received or the following day. 

Faster Delivery or Signed For

If you would like a faster delivery service or would like you parcel to be signed for please contact us by phone, email or by using the website contact form. We will do our best to accommodate you.

MyHermes

Delivery should take from 3-5 days from the date of collection, however outlying areas such as the Highlands & Islands of Scotland, the IOM & IOW may take slightly longer. Please allow 7 working days from the date of collection before querying a delivery.

The recipient, as long as they have the parcel reference number (the 16 digit barcode printed on the label) & know their postcode, can also track the parcel on www.myhermes.co.uk.

 The volume of the parcel is calculated by adding the two shortest dimensions and then multiplying them by two, then adding the length, the total calculation needs to be under 225 cm.

Bulky or Fragile Items

All bulky or fragile items such as furniture and mirrors are collection only. We do offer a free delivery service within a 3 mile radius of the shop in South West London. Will can deliver further afield, but we do charge. For example; Mitcham, Sutton, Cheam, Surbiton, Kingston, Tooting are £15. Twickenham, Richmond, Putney, Esher, Streatham, Wallington, Belmont, Ewell, Chessington, Wandsworth Town are £25. Epsom, Ashstead, Banstead, Kingswood, Purley, Croyden, Crystal Palace, Clapham, Chiswick, Molesey, Claygate, Oxshott are £35. These deliveries happen in the evening after 6pm, and on a Saturday or Monday during the day. Further afield we can get quotes from transport companies, for example a chest of drawers to the Midlands costs between £50 - 80.

We use the Royal Mail or My Hermes for sending our parcels. This means that if the parcel could not be delivered in your absence, they will leave you a card with instructions as to your next course of action. If you know you are going away, please let us know so that goods are sent out at the most appropriate time.

We re-cycle and re-use all packing materials where possible.

You are welcome during opening hours to collect your order from the shop. So that we can put your order together please give us 48hrs notice of your visit, by contacting us by phone 020 89466894, using the contact us form on the website or by emailing directly using orders@roomremedies.co.uk.