FAQs
- Q: How do I know everything you sell is Fair Trade?
- Q: How do I contact you if I have a query or problem?
- Q: Are my card details safe and secure in your hands?
- Q: What will you do with my personal information?
- Q: When will my goods be delivered?
- Q: How do I return goods that are damaged/faulty or not wanted?
- Q: Will my furniture be installed in my house?
- Q: Can my order be sent to an address other than my home?
- Q: Where are your products from?
- Q: How much does delivery cost?
- Q: What wood do you use for your furniture?
- Q: I have not received all the items I ordered, what do I do?
How do I know everything you sell is Fair Trade?
We adhere to very strict fair trade guidelines when sourcing all of our products and have a very strong ethical policy. The majority of our suppliers are members of BAFTS (The British Association of Fair Trade Shops), who have stringent criteria which must be met. For any other supplier/importer who hasn’t yet been accredited by one of the well recognised ethical governing bodies available, we ensure that an extensive review of their buying policies is undertaken before we start to trade with them.
How do I contact you if I have a query or problem?
If you need further help or advice please view our contact details.
Are my card details safe and secure in your hands?
Yes, we use Protx to process our ePayments. Protx has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). They adhere to the most stringent levels of fraud screening, ensuring that your details remain secure throughout the transaction process. Learn more about the security standards employed by Protx.
We use 256-bit SSL encryption technology to protect your card details, which is certified by GeoTrust®.
What will you do with my personal information?
We are registered with the Information Commissioners Office (registration number Z1203763) and must conform to many regulations regarding the data protection act 1998. We will not pass your information onto any 3rd parties (except where we are legally obliged to do so). Your information will be used to process your transaction and provide you with excellent customer service. If you have indicated that you wish to be on our mailing list we will hold the relevant information we need to keep you up-to-date with our activities and promotions.
When will my goods be delivered?
Goods (except furniture) will usually be delivered by Royal Mail within 1-3 working days (please allow up to 10 working days). You may need to sign for your goods; in the case that you are not at home a card will be left explaining how to re-arrange delivery or how to collect from your local depot. Delivery of furniture will be for a specific day on which you will need to be available at your chosen delivery address, this will be pre-arranged with you prior to dispatch. Delivery Information
How do I return goods that are damaged/faulty or not wanted?
A returns form will be sent with your goods, you will need to complete and return this along with your unwanted or damaged items. If your goods are damaged or faulty we will pay for the return of your goods. Returns Policy
Will my furniture be installed in my house?
Only if you select our installation service. Otherwise it will be delivered on a pallet and dropped as close as possible to your door. You will have to move the items and packaging yourself. Delivery Information
Can my order be sent to an address other than my home?
Yes, you can specify any address in the UK for your parcel to be delivered.
Where are your products from?
The majority of our products are sourced from developing countries such as, India, Chile, Nepal, Indonesia and Vietnam. Within these countries our Fair Trade policies ensure a better way of life for the artisans and producers than is otherwise the norm. We also support a number of small scale artisans from the UK. Who we work with
How much does delivery cost?
Standard delivery is £3.95 (free when you spend over £50, excluding furniture) Standard furniture delivery is £20 (free when you spend over £250). For a full list of delivery options and costs please see our Delivery Information page.
What wood do you use for your furniture?
We have a Sheesham Wood range; this is a sustainable, fast growing hardwood from Northern India. A Teak range from Java, the wood is from government managed plantations. And our range of Mango Wood is from a small family run business, also in Java.
I have not received all the items I ordered, what do I do?
Please check carefully your packing slip as orders may sometimes arrive in more than one package. If all the items listed on your packing slip are not enclosed please notify us within 48 hours of any discrepancies. You can contact us by email or telephone 01209 891 311.
