Customer Service | Cielshopinteriors | UK

Customer Services

  • CONTACT US

We offer a 24hour local rate telephone operator service on 01273 443 837 whereby you can speak to a representative. If they are unable to assist you straight away they will arrange an expert to call or email you back within 24hours. Please be sure to advise your contact method of preference ie email/phone call for returning your enquiry, thank you. If you have a question about any products on the site please visit the relevant product page and copy and paste the link via the contact us form or send us a message via the chat box and we can help you with placing an order. If you wish to enquire about an order you have already made, please contact us via email quoting your order ref number, postcode and nature of enquiry. You can also do this by following the instructions in your 'order confirmed' or 'order dispatched' emails.

  • DELIVERY OPTIONS

  • Delivery -

  • For more detailed Delivery & DELIVERY OVERSEAS please see item 5.0 in Terms & Conditions

  • Standard delivery is for orders of less than 2 items within the UK mainland. We aim to dispatch your order between two to five working days of our receiving payment. However please allow a further three to five working days for any unforeseen delays, in which case we will notify you. Deliveries outside the UK mainland will be charged based on size and weight. When you place your order our standard delivery charges will automatically be applied, thank you.

  • Express Delivery

  • If your order is urgent we offer an express delivery service which guaranteed delivery to UK mainland addresses within two working days, to utilise this service please select the button at time of order and we can arrange this for you as long as we receive your email before 11 am GMT UK 

  • Delivery timescales 

  • Standard delivery orders will be dispatched within two to five working days. 

  • Express delivery orders will be dispatched within one to two working days. Unfortunately at this time we are unable to offer weekend deliveries as standard in exceptional circumstances we may be able to offer a Saturday delivery at an extra charge of £48.00 for large items before 10am or £45.00 for pre-midday delivery, you will need to contact customer services to arrange this. Standard Deliveries are usually weekdays between office hours of 9am-6pm, if you are not going to be in we can arrange for your item to be left with a neighbour or delivered on another day if you advise us in advance at point of order.

  • Combined delivery for furniture items is possible for orders over 2 x items please check our listings page for sets of four or six, if you require a specific colour which is only available on single listings please do contact us and let us know which colour you would like and we will see if its possible to make it available for you. 

  • For orders of multiple items, which are not the same style, we will generally wait until everything is in stock before sending the order out. If for any reason this is likely to delay things beyond the normal delivery time we will contact you to discuss how you would like us to proceed. Some limited edition or handmade items may have a longer delivery time. This will be indicated on the product page. If we receive an order for one of these items we will contact you to let you know the expected delivery time and again just before the item is dispatched. 

  • Unfortunately we cannot specify what time a parcel will be delivered on a given day as this varies with delivery options from each courier company. If available with the courier we can sometimes advise time slots on the day for delivery and will keep you informed as soon as these become available.

  • Can you deliver to an address other than the cardholder address? Yes we can. Please specify a separate delivery address when you are giving us your contact and payment details.

  • What happens if my delivery does not arrive? Please let us know if you have not received your order within one week of receipt of notification of dispatch, thank you. Please contact us using the 'My orders' area on cielshopinteriors.com, we will follow up on tracking references for your parcel and keep you informed.

  • In accordance with the changes in the long distance selling rules, all returns are at the cost of the consumer, except if the item is faulty in any way and then we will cover the collection costs of returning the goods.

  • We offer buyers a period of 10 working days after the date of delivery within which they can cancel the contract (often referred to as the "cooling off" period) and get their money back (within 28 days of cancellation), including the original postage and packing charges /original delivery charges. However, the buyer is required to pay for the cost of returning the item. The regulations do not apply to candles and made to order items. In this instance please contact us. 

  • Some types of goods are exempt from being returned for a refund where they are perishable (e.g.candles, food, flowers).

  • Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable artwork,software product) or a gift card or gift wrapping service

  • Under the Distance Selling Regulations, buyers have a period of 7 working days after the date of delivery within which they can cancel the contract (often referred to as the "cooling off" period) and get their money back (within 28 days of cancellation). 

  • *In compliance with the new Data protection rules which come into effect 25.05.2018 all data is stored securely and is never shared with any third party, or for mailing purposes. Any mailing is by opt in or sign up.

  • RETURNS & EXCHANGES

What is your returns policy?

Whilst we believe you will be really happy with your order, should you wish to change anything or return it for another item, colour or refund please notify us within 14 days with a note of the preferred outcome along with a photo to make arrangement to return, replace or swap. Please note that not all products are returnable, customised and items made especially to order are non -returnable unless faulty, so please do consider this before ordering. Returns must be within 28 days if a return is longer than 30 days to return the item, you'll have to choose between a repair or a replacement

  • How do I return my order?

To view cielshopinteriors.com's returns guidelines in full, please see above

  • Who do I return my order to?

Always return your item to the returns address given once you have contacted us.

  • How long do I have to return it?

Unless stated otherwise in the product description, you will have 28 days to return an order from the date of purchase 14 days from the date of receipt. Please contact us to agree a return arrangement of the items before posting back as we maybe able to assist you with arranging the return.

  • Will postage costs be reimbursed?

The costs of return postage will be at your expense unless the goods are faulty or if the item is eligible for a 'free returns' service.

  • When will I be refunded?

Refunds or exchanges will be made to you within 28 days of receipt of the returned goods, provided you have followed all of the procedures and time frames set out in ceilshopinteriors.com's returns guidelines here.

  • Can I exchange items for anything else on the site?

Yes you can exchange items for other items up to the value of the return. if you take longer than 30 days to return the item, you'll have to choose between a repair or a replacement

  • Have my returned items reached you? 

For information about whether items have arrived at the return address, please contact us via email when you arrange the return and be sure to retain a certificate of posting, if returning via the post office or provide us with the courier details and tracking numbers and date of return.

  • We offer buyers a period of 10 working days after the date of delivery within which they can cancel the contract (often referred to as the "cooling off" period) and get their money back (within 28 days of cancellation), including the original postage and packing charges /original delivery charges. However, the buyer is required to pay for the cost of returning the item. The regulations do not apply to candles and made to order items. In this instance please contact us. 

  • Some types of goods are exempt from being returned for a refund where they are perishable (e.g.candles, food, flowers).

  • Other types of services cannot be returned for a refund, for example where the service begins as soon as you make the payment (e.g. a downloadable artwork,software product) or a gift card or gift wrapping service

  • Under the Distance Selling Regulations, buyers have a period of 7 working days after the date of delivery within which they can cancel the contract (often referred to as the "cooling off" period) and get their money back (within 28 days of cancellation).

  • ACCOUNT SECURITY

  • Is my payment secure?

At cielshopinteriors.com, we ensure that we offer all our customers the highest level of security possible on all orders. We are verified daily by McAfee Secure, certified as providing the highest level of protection for customers. Customers have the option of paying via Stripe, an industry certified secure and encrypted payment gateway, which incorporates the Verified by Visa and MasterCard SecureCode processes; or PayPal, an industry leading alternative payments provider that offers 24-hour monitoring and advanced encryption. Both options support our already high levels of fraud screening. cielshopinteriors.com is one of a number of stores providing this added security for customers to give you peace of mind when shopping online.

  • Why does my payment need to be verified when paying with credit or debit card?

This is a simple security procedure put in place by your bank, card issuer or payment service provider to insure against internet fraud. It really is nothing to worry about as it is there to protect you. You simply need to enter the required details. If you have not yet registered your card for this security check, you will be prompted to do so. If you have any further questions regarding either Mastercard Securecode or Verified by Visa, please get in touch with your bank or card issuer. 

  • Why do you need my email address and phone number?

Legislation requires us to ensure that if you make an order on cielshopinteriors.com, you are kept up-to-date on the order process and informed of any transactions/orders that you make. In order to do this, we need an email address. We never pass on your email address to any third party so your security is guaranteed. The phone number is needed for the courier company so that they can contact you to arrange your delivery window.

Your details are secure.​

 

  •  TERMS & CONDITIONS

1.0 Online Returns and Exchanges

1.1 You may cancel your order any time within seven (7) working days, beginning on the day after you received the goods. We will refund the price of the goods in full and will reimburse you for the delivery costs you paid except where multiple items have been ordered and not all of them are being returned. However you will be responsible for the cost of returning the goods to us. If a refund is payable to you we will process the refund as soon as possible, and, in any case within thirty (30) days of the day you give written notice of cancellation.

To cancel an order, you must inform us in writing. You must also return the goods to us as soon as possible, intact and in their original packaging, and at your own cost and risk.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

 

 

2.0 Pre-orders of deposit and out of stock items

2.1 We take £50 deposits for pre-orders on out of stock, be-spoke and specially made items. A deposit is exactly that, a deposit and is non refundable should the order be cancelled. Deposits are only ever refunded for the following reasons:

(Pre-order, out of stock items) We cannot provide the item ordered or whereby it takes longer than the advertised waiting period by more than 6 weeks (14 in total)

(Bespoke & Made For You Items) We Cannot provide the item ordered or whereby it takes longer than the advertised waiting period by more than 8 weeks. (16 in total)

2.2 Important - when your pre-order, out of stock, bespoke item arrives we will contact you to let you know. Balance payment must then reach us within 35 days (5 weeks) of the arrival date otherwise the deposit will be held and the item released for re-sale. If you have a valid reason for extension and you inform us then this is done by agreement. With agreement however after 6 weeks of holding we will charge storage of your item at £5.75+VAT per pallet per week.

2.3 Please be aware that pre-orders, out of stock and made for you items taken in December and January can take longer than the advertised period due to our factory being closed from the 18th of January to the 10th of February due to the festive period in the country of origin. The week count of items ordered during that time will only begin once the item order has been placed with the factory.

2.4 Pre-ordered and Made For you items are covered with the same 24 month warranty however are not covered by the 7 day ruling of return as they have been made/purchased especially. It is a customer's responsibility therefore to view an item or order samples in advance to ensure suitability.

 

3.0 Advertised Lead Times

3.1 Many out of stock and made for you items advertise a lead time of 8 to 10 weeks. It is important to understand the processes involved with these orders. The lead time is based on an average and there are things that can slow this down including the following:

 3.1.1 Shipping - The shipping from our factory takes 4/5 weeks of the lead time alone. We order in bulk quantities only and shipping is by sea container. Shipping can be affected by loading delays, weather conditions, port arrival, customs etc all of which are directly out of our control.

 3.1.2 Production - Sometimes production can be slower than normal and may be because of the availability of raw materials, public holidays etc.

 3.1.3 Date Of Order - We order once a month from each factory therefore the date at which you order makes a difference to the length of time an order may take.

We try our best to keep customers informed of the progress but please note it is not always possible. We advise periodic checks to review the status of your order. As part of the terms on pre-order deposits we allow a total of 6 weeks (14 in total) in order to try to deliver and should it be delayed any further customers are free to cancel and receive a full refund.

 

4.0 Warranty

4.1 All Items are covered by Manufacturers Warranty for 24 months.

4.2 Only manufacturing defects are warranted. We do not cover any damages, chips, tears, marks etc caused by the customer either through use or installation of the product.

4.3 It is important to note that items with swivel mechanisms can sometimes be treated as fairground rides by minors! Damage to items that have been caused by 'spinning' very fast on swivel mechanisms is not covered, only manufacturing defect. We advise concise instruction of minors.

4.4 We are obliged to offer a replacement or repair on Warranted items.

4.4 Due to distance selling we always request digital images in order to process and assess any resulting warranty issue.

4.5 In the event of a problem we are obliged the opportunity to correct it and we do not charge shipping or delivery costs for replacements or repairs (within 14 days) unless a) the customer is using the 7 day ecommerce ruling and returning unwanted items b) returning items without giving the opportunity of correcting reported problems or c) the customer is reporting a fault on delivery but has signed as perfect with the courier. Outside of 14 days and the items are on a return to base warranty to be repaired or replaced.

4.6 Please note that in the process of manufacturing acrylic and fibreglass products it is not unusual for there to be small blemishes. This is not constituted as damage due to the nature of the material as long as they do not represent a significant size by which will then deem the item as faulty.

4.7 Always check that the dimensions of hallways and doorways are able to fit the products ordered. If you mis-calculate this then we are not responsible and the goods must be returned under the 7 day ruling therefore costing the customer shipping charges both ways.

4.8 We do not take any responsibility for customers own fixings. For example a Bubble chair that hangs from a customers own ceiling fixing.

4.9 We do not take responsibility for damage caused by the customer. Clearly marks, scratches and chips that are not on the product when it arrives are the customers responsibility. Likewise Damage that was not present when boxed at the warehouse and the product signed for on delivery is the responsibility of the customer.

4.10 Pre-ordered and Made For you items are covered with the same 24 month warranty however are not covered by the 7 day ruling of return as they have been made especially. It is a customer's responsibility therefore to view an item or order samples in advance to ensure suitability.

4.11 Due to the logistics involved, reported problems from countries outside of the UK will be dealt with financial re-imbursement. We do not collect and return items from outside the UK. We either a) send replacement parts or b) pay compensation/refund amount for items damaged or missing.

4.12 Warranty is void in all cases whereby any item has been modified from its original condition.

4.13 Items sold as seconds/ex-display carry no warranty. It is the responsibility of the customer to ensure they are fully aware of the condition of an item before purchase.

 

5.0 Delivery 

5.1 Important - In the case of larger items we always try to recommend 2 people are present to receive delivery. Our courier will call in most cases to arrange convenient delivery (pallets). A convenient delivery constitutes whereby the courier delivers to an adequate and accessible address where the necessary help is on hand to move the items. Please note that although many of the drivers are very helpful, their contract is to get the items to your home, not inside it.

5.2 It is important you check the goods on arrival wherever possible. Couriers will not entertain a claim for their damage if the delivery sheet is signed as ok. If a courier does not give you time to check your goods please sign the sheet as UNCHECKED. At the very least any transport damage must be reported within 7 days but the chance of a successful claim are diminished. Please note that this refers to courier/transport damage and does not affect any warranty issue & or component fault.

5.3 Important - If you reside outside of the EU there may be an import tax payable by the customer to the local government. Please be aware we do not take any responsibility for these costs and they are NOT included in shipping, it is tax levied by local government and we do not know what these charges may be.

5.4 Notification of Damaged Goods In Transit Must Be Made Within 48 hours of receipt.

5.5 Refusal of a correct delivery is still charged. Likewise if this delivery is then returned to us by the carrier the charges for this are also the responsibility of the customer and we will deduct from the cost of any monies owed for the cancelation of the order.

5.6 With Pallet and large item deliveries it is very important not to miss the scheduled or saturday delivery because re delivery is chargeable at the same original rate.

5.7 Please be aware that CIELSHOPINTERIORS cannot be held responsible for local laws in regards to imports. Items sent within the EU are fine but please contact your local customs or consult legal advice if you reside out side of the EU to be fully averse to local conditions.

 

 6.0 Purchase Terms Acceptance

6.1 by clicking on buy now, pre-order item now, ordering over the telephone or direct via paypal you enter into agreement of our terms and conditions as given both above, please read them carefully.

  • TRADE

      Please click the link to apply for our trade account here 

  • GUARANTEE

We offer a 2 Year No Quibble *Guarantee on all Furniture.

 * 2 year Guarantee exceptions include fair wear and tear or consumer damage please see our T&C for more details..

   * PRIVACY POLICY: WE RESPECT YOUR PRIVACY & WILL NOT SHARE YOUR EMAIL ADDRESS WITH ANY 3RD PARTY

   * This does not affect your statutory rights.For more detailed outline of our terms and conditions please contact us.

  

   * In compliance with the new Data Protection Rules which come into effect 25.05.2018 all data is stored securely and is never shared with any third party, or for mailing purposes. Any mailing is by opt in or sign up only.

 
 
 
 
 
 
 
 
 

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