FAQ

How Long is Delivery?

The dispatch time for each product can vary from 2-3 working days, to 7-10 working days for larger items that may require a 2-man delivery. The dispatch time for each item will be displayed on the product listing.

Next Day delivery is available on most products if you are in a hurry. This is only applicable on orders placed before 1pm (Mon-Fri), and it may not be available for certain postcodes.

My order is a Pre-order, when will I receive it?

Pre-ordered items will be cleared marked on the product page and at checkout stating when the product will become available. Please then check the dispatch time for the product, which will give an idea for dispatch once available.

Pre-order dates can vary by a few days, so please allow a bit of time to receive your order. If a pre-order date is expecting a large delay, then customers will be contacted to advise. Any questions about a pre-order at any point please contact us.

What if my order arrives Damaged?

If your order arrives damaged or defective, we can offer a replacement unit or parts at no cost. Simply report a damaged item including pictures to queries@pictureperfecthome.co.uk within 48 hours of receipt, retaining all packaging until you receive a response from our help team.

Please try to include any up close pictures of the damage, and also a picture further away of the whole product. This way we can identify where the damage relates to on the product.

Can I change my delivery address after my order has been placed?

Typically we are unable to change the delivery address. If you contact us before your order has been dispatched, we can check if this is able to be changed or not.

Can you hold my order until I am ready?

If you want us to hold onto an order that is no problem at all. You can put a note at checkout to advise what date you are able to take delivery from. We will then ensure delivery takes place ASAP after this date.

If you are not 100% sure when you can take delivery, you can also advise this via a note at checkout. Please advise that you will contact us to let us know when delivery can take place from.

Can I request a specific delivery date?

Unfortunately, we can never 100% guarantee a specific delivery date. If you put a note on your order at checkout to request a delivery date, we will do our very best to ensure the product is delivered on this day for you. It is possible that delivery could fall slightly after the date.

If it wouldn’t be possible at all for that delivery date, then we will contact you to advise before the order is dispatched.

I have only received part of my order, when can I expect the rest?

If you have ordered multiple items where we can, we will always try and deliver them together. Unfortunately, it is not always possible as some items may require certain couriers or get dispatched from a different warehouse.

We will send a notification after the order has been placed to advise if your delivery will be split up.

What if my order has not arrived?

If you have not received your order, or the tracking information shows your order has been delivered but you have not received. Please contact us immediately on 01630 638220, or via queries@pictureperfecthome.co.uk

Can I change my delivery date?

Once an order has been dispatched, unfortunately we cannot change anything with the courier. You can interact with the tracking information you receive from certain couriers such as DPD and Yodel. On this tracking you can request the parcel be delivered on another date.

Do I need to be home to accept my delivery, or can it be left in a safe place?

All orders do need to be signed for by the recipient. You can request for a parcel to be left in a safe place or delivered to your neighbour on the tracking information if sent via DPD or Yodel. If you request this then we cannot take any responsibility if the parcel cannot be located. DPD will photograph the location where the parcel was left.

What time should I expect my order to arrive?

Tracking information for all orders will be sent once the order has been dispatched. This will provide you with a delivery date, and a time window will be provided on the day of delivery. Delivery is typically Monday-Friday, but certain couriers may deliver your parcel on a weekend.

2-man deliveries will be booked in directly with the customer at least 24/48 hours before the delivery is due to take place.

Please provide a mobile number at checkout to ensure you receive tracking and booking requests from our couriers.

I have put incorrect information on my order at checkout, what do I do?

If you have put any incorrect information on your order at checkout, i.e postcode, house number. You need to contact us ASAP to amend this before the parcel is dispatched.

If the parcel has been dispatched, then we cannot take any responsibility for the incorrect information provided. We will do our best to request the parcel is returned to us if not delivered, and a return fee may apply.

Do you deliver outside the UK?

We are unfortunately unable to deliver any of our items outside the UK. If you do wish to ship the item abroad, then we can deliver the product to a 3^rd party courier of your choice. Alternatively, you can arrange for a courier to collect the item from our premises. Please contact us via our email before, so we can confirm all details with you.

WHAT IS YOUR RETURNS ADDRESS?

The address for returns is:

PICTURE PERFECT HOME LTD,