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FAQs

Orders

I have a problem with an order who do I contact? ?

Don’t panic! Email our customer service team at orders@bertshomestore.co.uk. Please note we are only available to answer customer queries Monday to Friday between the hours of 9am – 6pm, excluding bank holidays.

Can I change or cancel an order once I’ve placed it??

Contact the Customer Service team Monday – Friday between the hours of 9am to 6pm excluding bank holidays. If an order has not been dispatched it can be changed or cancelled, however, if your order is already on its way to live with you, it will have to be returned by post or taken to a Bert’s store. Please note you will be refunded for the price of your item/s and not the shipping charges.

Am I charged for the items as soon as I order them??

Yes, payment is taken from your account as soon as your order is placed, and you will receive a confirmation email.

My delivery details are incorrect? ?

It is your responsibility to check your personal details are updated and correct. You can easily update your details  in your Bert’s account. The delivery address for orders can sometimes be amended after an order is placed, providing you contact Bert’s immediately and the order has not been sent out for delivery.

Where can I view my order infomation? ?

All orders you make are stored and viewable via your Bert’s online account you have set up in order to make purchases . You will also receive confirmation emails concerning your orders via your personal email you have registered on your Bert’s account.

I have not recieved my order? ?

Go to your Bert’s online account and check your order status, please allow up to 5-7 working days after your order has been ‘completed’ to receive your order. Check your email and voicemail incase we’ve tried to contact you about a delay or a problem. Check if you have a missed delivery note from the courier by your letter box or with a neighbour. If you’ve tried all of the above, please contact our customer service team at orders@bertshomestore.co.uk.

Delivery

How much does delivery cost? ?

We charge a flat rate of £3.95 and offer free delivery on orders over £45.

How long will delivery take? ?

We aim to deliver within 5-7 working days of receiving your order. Please note, if you place your order on the weekend, your order will be processed on the following Monday. Your order will be delivered by courier straight to your door as speedily as possible.

Can I specify a delivery day or time? ?

Unfortunately we cannot guarantee delivery on a specific day or time, but we aim to fulfil your orders as speedily as possible.

What happens if I'm not home or I miss my delivery? ?

Should you not be around to receive your order, the courier will post a note through your door to arrange a re-delivery or leave it in a safe place.

Can I collect my order from store? ?

We do not offer a ‘Click & Collect’ service, however, if you see something you love and do not want to buy it online why not pop in to one of our Brighton & Hove stores.

Returns

How do I return items? ?

Contact our customer service team at Orders@bertshomestore.co.uk  Monday to Friday between the hours of 9am to 6pm (excluding bank holidays) within 14 days of receiving your order and we will arrange a return. Returns can be made by post or taken directly to one of our Brighton & Hove stores. Please note we do not cover shipping for returned items unless they are damaged or faulty.

My items are faulty or damaged? ?

We are extremely sorry this has happened and will be happy to arrange a refund or exchange, please contact our customer service team within 14 days at orders@bertshomestore.co.uk.  You can return your items via post (we will refund the delivery charge) or return to one of our stores within 30 days. We may require you to send a photograph of faulty or broken items instead of returning the item.

I've changed my mind about an item? ?

That’s ok! If you change your mind about an item or no longer need it, we are happy to offer a full refund providing it has not been used. Make sure to contact Bert’s within 14 days of delivery and return it to us within 30 days. You can return items via post or direct to one of our stores. Please note, we no not cover shipping costs unless they are damaged or faulty, ensure you get a receipt as proof of postage.

When will I receive my money back from a refund? ?

If you return items by mail we will process your refund as soon as we receive them back. If you return your items in store you will receive a refund immediately.