As a family business we understand how good you feel when you are delighted with a purchase and service you have received. Equally we know that the opposite is not so pleasant and so this is where we want to reassure you how seriously we take good customer service and customer satisfaction in our own business. We know how important it is for us to deliver a great experience online, during your purchase, while you wait for delivery and in the aftercare you receive with our products.
So we have committed to the following customer service charter so that you know what you can expect from us as a valued customer.
- We will respond to any email / support request / form / LiveChat or telephone call from you within at least 24 hours.
- All orders received are packaged and despatched within 24 hours of receipt. (not including weekends).
- You will receive an email confirmation at the time of ordering and also as soon as your package is despatched with
i) confirmation of despatch,
ii) courier company used and
iii) tracking details.
- All goods are despatched within 24 hours, insured and tracked with 24-48 hour delivery. (This time frame is dependent on location ie, European customers may find this time period is a little longer). We are also not in control of any issues that may arise with the delivery process, but we will assist where possible in liaising with the courier company should any delays arise.
- In the unlikely event that you are not completely satisfied with the service and products provided, we will put you in touch with a manager immediately who will endeavour to resolve your issue speedily and to your total satisfaction.
- Any refunds/credits will be processed within 2 working days. (We cannot control how long a bank may take to notify of the refund, but we will confirm our administration of your refund within this 2 working day period).
HOME AND GARDEN SECTION
Our home and garden section is operated by a third party through Genie Stove. Products ordered from this section will have despatch times that vary from 1-10 days. We do however apply our normal standards of customer care to any products purchased through the home and garden section.