Frequently Asked Questions

What are your delivery charges & timescales?

Any UK mainland order over £75, except for furniture and large, heavy items, qualifies for FREE DELIVERY!

The delivery charge is just £5.75 for fast delivery via courier to UK mainland - see full details on our Delivery section

Delivery is usually within 1-3 working days. Occasionally it may take longer if the delivery address is difficult to find or in a more outlying area.

Any items ordered before 2pm will normally be dispatched the same day.

Can I choose a different delivery address to my billing address?

Yes, you can choose to change the delivery address during the checkout process. This is especially helpful if you know you are not going to be at home to sign for the delivery, then you can specify an alternative address such as a work address, or if it is for a gift it can be sent straight to the recipient!

The option to specify a different delivery address to the billing address is available right up until the final confirmation before placing the order.

If it is a gift, you can choose the 'add gift message' option and the message will be sent in a lovely gift card, placed in an envelope.

Do I need to be there to sign for my delivery?

Yes - we use a secure courier delivery service and you must specify an address where someone will be present to sign for the delivery. If you know you will not be at home, please use the "change delivery address" option during checkout which enables you to have your parcel delivered to a neighbour, work or business address.

The courier company will re-attempt delivery but should there be several failed attempts and the parcel is returned to us, we will have to charge £5.75 for re-delivery.

What if I need help with my order, can I place an order over the phone?

Simply call us on 01872 223220 (Mon-Fri during office hours 9.00am to 5.30pm) and a member of our team will be able to advise you.

Can I add an extra item(s) to my order?

Yes you can, provided your order has not already been packed. Please phone us to check and to allow us to take payment for the additional item(s) as we do not store your credit card details or have access to the card details for security reasons.

Can I order an item that is temporarily out of stock?

No, if something is temporarily out of stock it cannot be ordered, as we do not take payment for items we do not have in stock in our warehouse.

We do however, offer a great "email me when in stock" system. If you choose this option we will email you as soon as the stock is available again.

Can I add a Gift Message to my order?

Yes, you can choose the option "add gift message" and we will print your message on a beautiful gift card & envelope and send it together with your order to the recipient.

Click here to see an image of the gift card.

Does the delivery note show the prices?

No, we have purposely chosen not to show the item price on the delivery note, so that if the item is a gift, the recipient will not see the product price. It just shows the product and the quantity.

Transport Liability

Orders will be sent to the delivery address that you specify when placing your order. We cannot be held responsible if this delivery address is incorrect. We cannot take responsibility for a lost or stolen parcel if you request it is left somewhere rather than being signed for at your address.

Undeliverable Parcels

When your parcel is shipped by courier, you will receive an email with the tracking link number of your parcel. If you would like some help tracking a parcel, please call a member of our Customer Care team on 0845 4751610 and we will pursue it for you.

Can I order items to be sent outside the UK?

Yes, we do ship to International destinations - click here for full shipping information.

Do your prices include VAT (Value Added Tax) and what happens if VAT charges do not apply?

Yes, all our prices are quoted in GBP (Great Britain Pounds Sterling) and we take payment in GBP. All prices quoted on our website include VAT. However, if the Delivery Address is outside the EU, VAT will automatically be deducted upon checkout.

GENERAL INFORMATION

Please note that every effort has been made to ensure that the colour reproduction of products shown in our Online Store is as close as possible to the original. While the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by PC monitors or software used to view the products.

All are subject to stock availability, and are subject to change at any time.

The title of goods purchased remains with Nordic House until full payment is received and cleared for the item.

Your VAT invoice is sent as a PDF attachment to your order confirmation.

STOCK LEVELS

Our website will always endeavour to show current stock levels, this preventing customers ordering products that are out of stock. If products are out of stock, the Product Page will give the option to "Notify Me", meaning that as soon as the goods are back in stock and available to be purchased, an email is automatically sent immediately to inform you of this fact.
When an item is low on stock, it is possible for more than 1 customer to add the last remaining items to their Shopping Bag. In this event, the first person to complete Checkout will buy those items and a "Sold Out" message displayed should another customer attempt to Checkout with the same items.

CARDS ACCEPTED & PAYMENT DETAILS

Our Payment process is operated through SagePay via a secure server. You can check this by looking for the closed padlock at the bottom of your browser window at the payment stage. All card information is encrypted using the latest secure technology and passed directly to SagePay for authorization. No credit card information is stored on the Nordic House server at any time.

We accept credit and debit card payment via Visa, Mastercard, American Express, Switch, Delta (Visa Debit), Electron and Solo.

Payment for your order is processed \'automatically\' as soon as your order is placed. We process the payments via SagePay. Orders may be subject to security checks before despatch.

We can also accept cheques (personal or business) before delivery. Please note that any cheques will need to clear before goods can be dispatched (this usually takes around a week). Cheques need to be made payable to Nordic House Ltd, and sent to the address as stated on this website.

Alternatively you may also make a direct payment into our bank account to pay for an item. Please contact us for further details if you wish to do this. Items paid for in this way will be despatched as soon as the funds show as being cleared in our account.

All purchases are processed in Pounds Sterling.

What is your returns policy?

We hope that you will be delighted with your order but we understand that there are occasions that you may want to return items or that a parcel arrives damaged or faulty. In this case, you must contact us within 14 days of receipt of your order on 01872 223220(Mon-Fri during office hours 9.30am to 5:30pm) or by email at customerservices@nordichouse.co.uk

We do however pride ourselves on our commitment to the highest levels of customer service and will consider cases on a case by case basis, subject to the situation, after this period.

With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage. Once you have contacted us, you must take reasonable care of the products that you wish to return and not use them. Please ensure all items are wrapped securely in the original packaging. We recommend that you use insured registered delivery and keep the Proof of Posting receipt as we cannot be responsible for return parcels that fail to reach us.

Items must be returned within 14 days of receipt with the original packaging to qualify for a refund.

Please note that large unwanted items will need to be collected by one of our couriers and the cost for this will be deducted from your refund - simply call us on (Mon-Fri during office hours 9.00am to 5pm) and a member of our team will be able to advise you.

Nordic House Ltd
Returns Department
Unit 5
St Austell Bay Business Park
Par Moor Road
St Austell
Cornwall
PL25 3RF