We’ve pulled together some of the most popular questions that we receive. The FAQs below should help point you in the right direction, but if you can’t find the answer you need, please get in touch with our customer service team at [email protected]
We want to let you know that during these uncertain times our hearts are with our customers, families and communities that have being affected by the outbreak of the COVID-19 virus.
Please be assured that we are carefully considering health and safety in all decisions that we make to maintain the safety of our customers and staff. We currently are adhering to the guidance and best practice advice from the World Health Organisation and Public health England as it is crucial at this time to help reduce the spread of the virus COVID-19.
We are taking precautions and have implemented safe working practices, to help prevent the spread of the virus. Due to the social distancing guidance deliveries will be undertaken by 3rd party delivery companies. Our third party delivery teams have there own dedicated vehicle, which is kept to the highest standards with thorough daily cleaning with hand sanitising stations, gloves and shoe covers in every vehicle.
We will of course do our utmost to adapt to changing situations and continue to do everything we can to keep our business running as normal.
Remember we are here for you, so please feel free to contact us, as we are determined to get through this crisis together.
As always, thank you for being such a loyal customer and on behalf of our team, I do hope you and your family stay safe and healthy during these difficult times
Q1 WHAT IS YOUR ADDRESS?
Our office address is: Eclectic Niche Ltd, 58 Celandine close, RM15 6JA South Ockendon
Q2. DO YOU HAVE A SHOWROOM?
Yes! However, we are closed due to the current pandemic. We are closely following the current government guidelines and we will open once its safe to do so. if you would like to view sample materials (e.g. wood or fabric samples) we can arrange these for you.
Q3. What payment methods do you accept?
At the checkout, simply enter your credit/debit card details – including the security code. Please be aware that some providers may direct you to further security checks. Eclectic Niche takes payments from you within four days of you placing an order. We accept payments from the following:
- Visa (debit and credit cards)
- MasterCard (debit and credit cards)
- PayPal Credit
- American Express
Q4. What is PayPal Credit, can I purchase an item and pay later?
Given that PayPal is one of our payment options, you can buy items using PayPal credit and pay at a later date. PayPal Credit is like a credit card without the plastic. And with 0% interest for 4 months on all purchases of £99 or more, it’s the perfect way to spread the cost of larger online purchases. You can buy now and pay no interest for 4months, after which 19% APR variable becomes applicable. To apply for PayPal credit, you will have to do so online by visiting www.paypal.com
Q5. Delivery FAQs
Please see our COVID-19 update above for more delivery information
Q6. Where do you ship to?
At the moment, we deliver to all of the UK, Republic of Ireland and Channel Islands.
We also deliver across the EU. For International deliveries, email us at [email protected] so that we can inform you of the additional delivery costs.
Q7. How long will it take before I receive my delivery and what are the costs?
Standard delivery costs’ £9.95 and takes 5-14 working days depending on if we have the items in storage or with our suppliers. Delivery time periods will be stated on the product page. Please check the product description or basket page for further details on shipping costs.
Please note that, on very rare occasions deliveries may be delayed due to circumstances beyond our control which we are unable to take responsibility for due to unforeseen logistical issues.
Q8. How can I track the process of my order?
Once your parcel/s has been shipped you would be contacted by our 3rd party courier or sent a text to arrange a suitable delivery time.
Q9. What happens if you deliver whilst I’m out?
Usually before any delivery time slots are booked, we confirm with the customer. If delivery is attempted and the customer is unable to receive the item, we would attempt to redeliver the item at a later date. A delivery surcharge may be chargeable . In the event that delivery isn’t possible, the items will be returned to our depot and we’ll refund you the full value of the goods. This can take anything up to 14 days.
Q10. WHAT ABOUT ACCESS ISSUES?
Our delivery team will deliver up to the first floor level only. We cannot deliver above this level unless there is suitable lift access. It is the customer’s responsibility to think about any access limitations that might occur for the item purchased – including large furniture items required above the first floor. Access must be evaluated before booking. If you would like an access evaluation prior to ordering an item please contact our Customer Service team at [email protected]
Q11. What is your returns policy?
You will have 7 days to return your parcel back to us from the date of delivery. All items returned must be unused and in their original packaging.
To return an item, you will need to email Eclectic Niche at [email protected], stating reasons for the returns and quoting the order number, address and full name as stated when the order was placed. The Buyer must return the item(s) in good condition, unused and with their original packaging (including dust bags). Returns are the full responsibility of the buyer along with associated costs this may incur.
Q12. When will I be refunded?
We will process your refund within 14 calendar days of receiving your return. You will be sent a notification email once your refund has been processed.
Q13. My item is wrong/faulty, what should I do?
We are sorry to hear that! Please contact our Customer Service Team at [email protected]. We request that delivered items be checked with the driver before signing. If you do not manage to check goods upon delivery, we allow 24 hours after signing for goods for damages to be reported to us. Claims for damages outside this period may be rejected. In the case of damaged items, we will replace the faulty item or issue a full refund.
Q14. What are Made-To-Order Items?
Made to order items are items made especially for your purchase. If you would like to discuss further bespoke options please email us at [email protected]. Please note that products which are made-to-order will be clearly stated on the product page. This will affect your returns right.
If you have any further questions, please drop us a message below