CUSTOMER SERVICE

Ordering

Ordering on our website is quick and easy.

All products are subject to availability. In the event that we are out of stock, you will be notified by the next business day. We reserve the right to limit the quantity of products we supply, to supply only part of an order, or to divide an order into multiple shipments to expedite delivery. We also reserve the right to change the terms or duration of any special offers or sales promotions.

 

Payment Information

We accept the following credit and debit cards: ApplePay, Visa, Visa Debit, Visa Electron, MasterCard, Debit MasterCard, American Express as well as PayPal. 

The price of any product is the price in force at the date and time of your order. We may change the price of any product before you place an order. We try to ensure that our prices displayed on our site are accurate but the price on your order will need to be validated by us as part of the acceptance procedure. We will inform you if a product’s correct price is higher than that stated in your order and you may cancel the order and decide whether or not to order the product at the correct price. 

 

Promotions

Occasionally our website will offer promotions through e-mails and advertisements. Please note that excessive misuse of promotions and codes may result in order or item cancellation. Upcycled Creative may restrict redemption to one per client.
 

Gift Packaging

A gift-wrapping service is available upon request. Please contact us for pricing.

 

Delivery – UK, Mainland Europe & Worldwide

Orders are processed and dispatched on business days only (Monday through Friday, excluding bank holidays); we will take all reasonable care to deliver to the address given. However we will not be liable for non-delivery or miss-delivery as a result of incorrect data entry, so please make sure to provide accurate address and postcode information to prevent any errors or delays in delivery.

If you live in a remote area or in the Highlands or Ireland please allow at least one extra working day.

All orders require a signature upon delivery. If you are not there to sign for your order, our delivery company will leave a telephone number for you to call to make alternative arrangements.

Any times or dates stated on our site for delivery are estimates only. Upcycled Creative will make all reasonable effort to deliver goods within the time specified, but does not accept liability for any failure to deliver within that time.

 

Lighting Products

Free UK delivery (including Northern Ireland) – You will receive your parcel within 5 working days via a courier signed for service.

 

Furniture Products

Prices for the cost of furniture delivery (sofas and tables etc.) will be quoted on an individual basis.

 

European and International Postage

We post Worldwide - for our European and International postage costs please refer to postage options calculated within the checkout process on the website.

 

Cancelling Your Order

To cancel your order please contact us as soon as possible on +44 (0)1332 919 085, or alternatively email us at hello@upcycledcreative.co.uk with the words ‘Cancel Order’ in the subject box.

During processing time it may be possible to cancel your order, but once the order moves into the shipping process, it cannot be cancelled.

 If you have changed your mind about the order and it is too late to cancel, you can return any unwanted items in accordance with our returns policy. For more information on returns, please visit our Returns section.

 

Products we are unable to cancel, refund or exchange

We can’t offer refunds or exchanges, unless faulty or not as described, on the following items:

·      Products, which have been personalised for you.

·      Made to order products such as furniture or made to measure items.

Where a product has been specially ordered for you, unless faulty, we’re unable to refund or offer an exchange. We are unable to accept cancellations for these orders, unless within 48 hours of the order being placed.

This does not affect your statutory rights.

 

Damaged Goods

If you are unfortunate to receive a damaged item, please contact us within 7 days. We will be happy to help you arrange a replacement or refund where applicable. We do advise you to check goods upon arrival and note on the couriers paperwork of damages.
 

If you refuse delivery, please notify us immediately. Goods refused on delivery that are found to be undamaged on return to us may incur the postage charge.

 

Returns Policy

We want you to shop in total confidence and your shopping experience to be as easy as our returns policy. If you purchase anything from us and it’s not exactly what you wanted, please return it unused and in its original packaging and condition within 28 days and we’ll refund your purchase in full (minus postage). 

If you choose to return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, delivery charges are not refundable and you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a proof of postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the products, in the unlikely event that we do not receive the returned parcel.

If:
1) the product delivered is not what you ordered (including any substitute products), or does not correspond with its description; or
2) the product delivered is not of a satisfactory quality,

Upcycled Creative will, at its option, deliver to you a replacement product or refund to you the price paid and your reasonable costs of returning the products.

 

Refunds

If you have chosen a refund, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition within 30 working days from delivery. You will receive email notification of your refund.

If Upcycled Creative issues a refund and you fail to return any products to us where required to do so and/or fail to make them available for collection after receiving notice requiring you to do so, Upcycled Creative shall be entitled to compensation from you equal to the sum of the purchase price for the relevant products and the original delivery charges. You authorise Upcycled Creative to deduct any such sums from the payment method used by you to make the purchase.

This policy is only applicable to purchases made online at www.upcycledcreative.co.uk we are unable to process returns for purchases made within a partnered retail location. Refunds will be issued to the original form of payment as soon as possible, but in any event within 30 days.

Please Note: We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.

 

Warranty

We promise that for any product you purchase from our web site:
1) we have the right to sell the product to you; 

2) the product will correspond with the description we have given to you; and 

3) the product will be of satisfactory quality, 

4) all electrical items will come with a 12 month warranty.
 

Contact Us

If you would like to contact us please use our contact us form on the website or telephone us on +44 (0)1332 919 085, or alternatively email us at hello@upcycledcreative.co.uk. We try to reply emails within 1 working day during normal office hours. If your email is outside of normal office hours we’ll endeavour to respond as soon as possible the very next day. It is essential, if you are contacting about an existing order, that you include full details and your order number.

 

© Upcycled Creative 2017 (updated: 30.01.2017)