FREQUENTLY ASKED QUESTIONS
ORDER RELATED
Why is my Offer code not working?
When you enter the code you must click on the word SUBMIT for it to
work.
If the code is FREE DELIVERY then this will not show until you fill
in your delivery details.
It's possible that the code has certain limits - these would have
been listed on the email you received with the code e.g. minimum
spend, applicable to certain products only etc
If you have got the code from a voucher code site, forum or blog it
is quite likely that the full information has not been listed or
has been listed incorrectly. We have little or no control over this
I'm afraid.
At checkout you have asked for my CVV code. What is
this?
CVV is Creditcard Validation Value. This is the 3 or 4 digit code
printed or embossed on the back of Visa, MasterCard and Discover
cards and on the front of American Express cards. This is required
as an extra security measure against card fraud.
How long will my order take to reach me?
Our standard delivery time to mainland UK is 7-10 working
days from placing the order. However, during our Seasonal Sales
when demand is very high this may extend to 14 working days.
EXCEPTION: Made To Order
Mirrors (check product description) - 21 working days.
Delivery to Western Europe is up to 14 working days from the date
of placing the order.
What is your delivery charge?
Standard delivery charge to mainland UK is
£4.95. With the following exceptions:
Scottish Islands/Highlands: £12
Postcodes starting IV40 & IV54: £12
Isle Of Man: £12
Northern Ireland: £14
Channel Islands & Scilly Isles: £16
Delivery to Western Europe is £20 per delivery address.
Is VAT included in the price shown?
VAT is included in all prices shown on our site. The VAT element is
shown separately at checkout for your information.
I live in the Channel Islands will you refund the
VAT?
We will refund the VAT to your credit card after your order has
been placed.
I got part of my order where is the rest?
Sometimes if you order a variety of products they will be delivered
from separate Wallace Sacks warehouses and as a result may not all
arrive at once. They should, however, arrive within 3 days of each
other.
What guarantee do you offer?
We have a 28 day no quibble guarantee.
How do I return an item for exchange?
* There is no need to telephone us when sending a return.
* Fill out the Returns form enclosed with your order noting whether
you would like an exchange or a refund. Please address the parcel
to: Wallace Sacks Returns Dept, Allport, 13 Hayes Road, London
Heathrow Airport, UB2 5ND.
* Please take your parcel(s) to your nearest post office. We
recommend that you send returns by recorded post. Always retain
proof of postage. Goods are returned to Wallace Sacks at your own
expense.
* You will receive your refund credit, or exchange order (when in
stock) within 2 to 3 weeks after you post the goods back to
us.
* Please note that refunds bought as presents can only be given to
the original payer, and if you decide to swap an item, we can't
stop the payer knowing.
Do I need to be at home to receive the
delivery?
Someone needs to be at the delivery address to sign for your order.
We are happy to deliver to your work address or to a neighbour, but
please ensure that they are going to be in. We will not leave your
order in a garage, porch, stairwell or under your recycling bin as
it is likely to be stolen.
PRODUCT RELATED
Your products are often very cheap, are they
seconds?
None of our products are seconds.
We have very good relatioinships with our factories in Egypt and
China and are able to pass on the great deals that we get from them
directly to you.
If you receive a product that you think is a second then send it
back to us. We have a 28 day no quibble guarantee.
Are cushion pads included with all your
cushions?
All our
cushions come complete with a polyester fibre cushion pad.
How deep are your
fitted sheets?
Our
fitted sheets will fit a maximum mattress depth of
22.5cm/9inch. Remember if you have a mattress cover to include this
in your measurement.
Can you send swatches of material so I can check the
colour?
Unfortunately, we are unable to send swatches of materials but we
do understand that sometimes you may see variations in the colour
of the actual product compared to that shown on the website. This
is why we have a 28 days no quibble guarantee. If you don’t
like the colour just send it back.
If you have any questions that are not answered here
please call Customer Services on 0208 960 6988 and we will be
pleased to provide you with the information you need.
