Q&A

Common questions and answers…

This page will help you find the answer to your questions. If your question is not listed below then please email your query to us at: info@hydesfurniture.com

Questions about payment and ordering
Shopping with www.hydesfurniture.com cannot be simpler. Just click on the item you want from the website, add to the shopping cart and checkout when finished shopping.

Do I need to sign-up to order?
Yes. Setting up an account will allow you to order without having to fill in your details every time you shop with us. Just follow the easy steps on screen and remember to have your payment and delivery address details to hand. Once you have signed up you’ll be able to log into ‘My Account’ anytime you want. This is where you go if you want to change your password, email address, delivery information.

If you haven’t visited us in a while it’s worth checking ‘My Account’ to make sure all your details are up-to-date.

What cards do you accept?
We accept the following cards: Visa, Delta, Visa Electron, Mastercard, Eurocard, PayPal Credit Card, PayPal Top Up Card, Switch, Maestro, Solo, American Express.

What currencies can I use?
You can pay using Pound Sterling (GBP).

Is it safe to order online?
Yes, safer than its ever been. We use one of the most secure and trusted online ordering systems on the market – Paypal. Please note that you do not need a PayPal account to shop with us.

When will I be charged?
If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

Can I pay by any other method?
Yes, if you are a UK resident you can pay by personal cheque. Please email us your order at: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm, and we will arrange for you to send us a personal cheque.

Can I change/cancel my order?
Yes of course, as long as your goods haven’t been dispatched, please email customer care on: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm, and they’ll tell you if anything can be done.

Has my order been shipped?
As soon as your order has been dispatched we’ll email you to let you know.

7 day cooling-off period
In addition to our returns policy, under the United Kingdom’s Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase from www.hydesfurniture.com, for a full refund. This does not apply to items that cannot be returned. In this case we will provide you with a full refund but we would ask you to return the cancelled items at your cost. If we do not receive the cancelled items back, we may arrange to have them collected at your cost. If your order has already been shipped, you will need to return the order to us.

Part of my order is missing
Sometimes we don’t send everything you’ve ordered at the same time, so first of all, check your delivery note or dispatch emails to see if any of your items will be arriving separately.
If the delivery note says an item should be in your parcel but it isn’t, please get in touch with customer care on: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm, and let us know the information below and we’ll look into it:
• The order number
• The product code
• The name of the item you wanted
We’ll usually be able to send you the item we missed out, but on the rare occasion that isn’t possible, we’ll refund the money you paid for it.

A mistake has been made with my order
Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact customer care on: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm, and let us know.

Questions about delivery charges and destinations…

How much will posting and packing cost?
UK ONLY P&P:
Order total from £0.00 to £175.00 = P&P £4.99
Order total over £175.00 to £350.00 = P&P £14.99
Order total over £350.00 to £500.00 = P&P £24.99
Order total over £500.00 and upwards = FREE P&P!

How long will it take for my order to arrive?
As long as your item/s are in stock they will be dispatched within 1-3 working days. UK orders will take 1-3 days to arrive. International orders can take up to 28 days to arrive depending on the postal service and any customs delays on entry to your country.

Which courier company do you use?
We use Royal Mail, Parcelforce and Interlink Express for deliveries within the UK. We use Royal Mail and Parcelforce to Europe and the rest of world.

Do you deliver to PO Box addresses?
Unfortunately, we can’t ship to PO Box addresses for security reasons.

Questions about returns & refunds…

If you are not completely satisfied with your purchase simply return the item/s to us in their original condition, within 10 days of receipt. We will issue a full refund (excluding original delivery charge).

Please note: The item is your responsibility until it reaches us. For your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods and is traceable.
The cost of returning the item to us is your responsibility.
Items will not be accepted and refunds will not be issued if there is any sign of ‘use’ or ‘wear and tear’ to returned items.

How do I return an item?
We try to make sure everything we sell will make you happy, but if you do ever need to send anything back to us, you can find full return instructions on your goods delivery note that comes with your order. Or check out our ‘Returns Policy’ on the ‘Information’ page.
When you send us something back it is important that you ask the carrier or Post Office for a receipt for proof of posting.

I have received a faulty item
We don’t want our customers to receive items that are anything less than top quality, so if you think anything in your order is damaged/faulty please get in touch with us within 48 hours of delivery, and we’ll see what we can do about it. Please contact customer care on info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm, and let us know the following details.
• Your order number
• Product code/product name
• Details of the fault
• If you want a refund or replacement

How long will it take for you to refund me?
We usually process a refund or exchange within 5 working days of receipt of your returned item/s. At this point we will email you confirmation of a refund, or send you your replacement item.

You have refunded me the wrong amount
Regrettably mistakes can happen. If you think you have been refunded the wrong amount please email customer care on: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm, quoting your order number and the amount you think you should have been refunded.

Please note:
• Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge.

Why have you not refunded the delivery charge?
We are sorry but the delivery cost you originally paid is non-refundable.
If you are returning items because you have changed your mind, this will also be at your own cost, and we can’t refund your postage either.

I have lost my returns note
Mislaid your returns note? Please email customer care on: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm.

Do I have to pay for the return postage?
Yes, the cost of returning your parcel/s is your responsibility.

Questions about a product, or, I need more information about a product…

We include as much information as possible about a product on the product page itself. If you need more detail about a product please email us at: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm.

You haven’t replied to my email query
It is our policy to endeavour to respond to all customer enquiries within three working day.
Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our customer care within 2 working days, please email us at: info@hydesfurniture.com stating it’s your secondary email. Please include:
• Your name
• Order number (if applicable)
• Original query (stating that your original query was not replied to)
We will look into it on your behalf.

Or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm.

Will you be getting any more in?
We often do endeavour to get more stock of a popular item, once sold out, if possible. We do try to keep everything fresh and exciting so you may well find something similar to the one you were looking for.

Questions about discounts…

How do I use my code?
Make sure you type your discount code into the appropriate box when you checkout to apply that discount. As long as it’s a current discount code it will reduce your total amount accordingly.

I forgot to use my discount code
Unfortunately, if you didn’t enter your discount code at the checkout, we can’t apply it to that order or amend your payment later on.

Questions about about Hydes…

Do you have a shop?
Yes we do
Hydes Showroom:

41-43 Timber Hill, Norwich, Norfolk NR1 3LA. Tel: 01603 305982.

Hydes Showroom opening hours:
Monday – Saturday, 10am – 5pm.
We are also a UK-based internet retailer which means you can shop with us 24 hours a day, from all over the world.

Do you have a catalogue?
Not at present but we may in the future.

Do you do wholesale?
No, we are exclusively an online retailer, selling direct to the public.

Accessibility statement
www.hydesfurniture.com is committed to providing a website that is accessible to the widest possible audience, regardless of technology or ability. We are actively working to increase the accessibility and usability of our website and in doing so aim to adhere to many of the available standards and guidelines.

Web accessibility initiative
This website endeavours to conform to level A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 1.0. These guidelines explain how to make web content more accessible for people with disabilities. Conformance with these guidelines will help make the web more user friendly for all people.

Standards
We will continue to develop the site in accordance with guidelines promoted by the World Wide Web Consortium (W3C), the National Institute for the Blind (RNIB) and the Plain English Campaign.
The site displays correctly in current web browsers. If you view our site on an older browser you may find pages don’t display as intended if the browser isn’t standards-compliant. We recommend you upgrade your browser to the latest version to get the most from our site.
Whilst www.hydesfurniture.com strives to adhere to the accepted guidelines and standards for accessibility and usability, should you experience any difficulty in accessing the www.hydesfurniture.com website, please don’t hesitate to contact us on: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm.

Questions about contacting us…

Can I contact you by phone?
Yes you can:
• Telephone customer services on: 01603 305982 (Monday – Saturday, 10am – 5pm), or
• Email: info@hydesfurniture.com.

Customer care
If you have not been able to answer your query by one of the entries on this page, please contact our customer care team on: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm, who will get back to you as soon as possible.

Supplier enquiries
Please contact us if you are interested in selling your products on www.hydesfurniture.com, we are always happy to consider new products.

Feedback
We are always looking at ways to make the site better so if you have any ideas or comments, we would love to hear them. Email us on: info@hydesfurniture.com, or telephone customer services on: 01603 305982, Monday – Saturday, 10am – 5pm.