Returns Policy
1. This policy sets out the returns policy for goods or services purchased through the online store operated by www.house-shop.co.uk and is valid for 14 days. The policy applies to the full order being returned and we do not accept returns on part orders.
2. Some types of products are exempt from being returned for a refund where they are made to order. The product page will advise if the item is a special order or made to order.
3. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging. You must notify us within 14 days of receipt of your order that your intention is to return the order. You will need to advise us by emailing us at sales@house-shop.co.uk
4. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods or services you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.
5. Our standard returns policy entitles you to a full refund of the purchase price and postage and packaging charges if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days. Please note the policy applies to the full order being returned. We do NOT take back left over boxes/items/rolls that have been over ordered or are simply an excess. We recommend you double check all your measurements prior to ordering.
6. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.
7. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. To obtain a refund for a non-physical product (like a service) please contact us for further information about how this can be done.
8. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within a certain amount of days.
9. If you haven't received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it hasn't been received and then contact your bank as some banks or card companies take a number of days to credit your account.
10. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).
11. If an item you purchased was in a sale then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.
12. Returns address : House Shop c/o Big Yellow, 61 Merton Road, Morden, SW19 3BE.
Delivery
We offer a free delivery service on majority of our products within Mainland UK. However some products have a fee which will be advised to you at the time of the checkout.
Delivery is generally between 7 - 10 days and some products have different delivery times. These are listed on the product pages.
- We will require a contact mobile telephone which you need to provide when you place your order.
- The contact number will be shared with third party courier services.
- The delivery service is a kerb side delivery - we do NOT take goods inside your property.
- If the driveway on entrance to your property has a pebbled driveway then the courier maybe unable to take the pallet truck across it. In this case they may leave the goods in an area prior to the pebble driveway.
- You will need to be at home to accept the delivery. We do not offer an 'unattended' delivery. An example is asking us to leave the goods in the garden or driveway.
- Any cancelled deliveries could be recharged.
- If we attempt to deliver and you are unavailable to accept delivery then a delivery charge could apply.
- Any changes to deliveries need to be requested 48 hours prior to the delivery date and requests must be made to sales@house-shop.co.uk.
- We do NOT provide order updates by telephone. Order updates are provided by emailing sales@house-shop.co.uk.
- Some items maybe delivered by nationwide couriers. If when they attempted to deliver the goods and were unable to, then they may leave the product/s with a neighbour or at a collection point.
- The delivery and courier companies do take pictures as proof of delivery.
- Please note that in the event of a delivery being delayed, we do not accept any costs incurred or paid by you for the delay in the delivery. This includes any third party contractor costs. We always recommend that you wait until the product has been delivered prior to booking in contractors.
- Any damages to the delivery must be reported to us in writing by emailing us at sales@house-shop.co.uk and this must be done within 48 hours of receiving the delivery. We will ask ask for photographs of the damages.
- If the wrong item has been delivered, you need to notify us and we will arrange for it to be collected. Please note if a wrong item or order has been delivered then we will not refund or accept it as a return if the item has been installed. Neither would we pay for any services costs for uninstalling it or removing it.
Please note we are pleased to advise that on some products we are offering a same shuttle delivery service to a London postcode. However the order would need to be placed by 10am. Please contact us on 020 4538 8500 to discuss if this is possible prior to ordering.
Privacy Policy
Personal identification information
We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the siteplace an orderfill out a formr to respond to a survey, subscribe to the newsletter and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number,
We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Web browser cookies
Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.
How we use collected information
Your House Shop Ltd collects and uses Users personal information for the following purposes:
- To improve customer service
Your information helps us to more effectively respond to your customer service requests and support needs. - To personalize user experience
We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site. - To improve our Site
We continually strive to improve our website offerings based on the information and feedback we receive from you. - To process transactions
We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service. - To administer a content, promotion, survey or other Site feature
To send Users information they agreed to receive about topics we think will be of interest to them. - To share your information with third parties
We may share or sell information with third parties for marketing or other purposes. - To send periodic emails
The email address Users provide for order processing, will only be used to send them information and updates pertaining to their order. It may also be used to respond to their inquiries, and/or other requests or questions. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.
How we protect your information
We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.
Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.
Third party websites
Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website\'s own terms and policies.
Google Adsense
Some of the ads may be served by Google. Google\'s use of the DART cookie enables it to serve ads to Users based on their visit to our Site and other sites on the Internet. DART uses "non personally identifiable information" and does NOT track personal information about you, such as your name, email address, physical address, etc. You may opt out of the use of the DART cookie by visiting the Google ad and content network privacy policy at http://www.google.com/privacy_ads.html
Changes to this privacy policy
Your House Shop Ltd has the discretion to update this privacy policy at any time. When we do, post a notification on the main page of our Site,. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.
Your acceptance of these terms
By using this Site, you signify your acceptance of this policy and terms of service. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.
Contacting us
If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:
Your House Shop Ltd
3rd Floor
86-90 Paul Street
London
EC2A 4NE
0204 5388500