Frequently Asked Questions

Catalogues & brochures

Q: Do you have catalogues?

A: To keep our costs (and therefore our prices) as low as possible, we don't print paper catalogues. Instead, we have an extensive selection of furniture on display here on our website. We are adding new ranges & products daily, so we are always worth a visit now or in the future, our contact details are sales@ellishomeinteriors.co.uk or Tel: 01782 749398.

Q: Can you send me a manufacturer's brochure?

A: Due to frequent changes in styles, fabrics & finishes, most manufacturers don't offer comprehensive brochures of their ranges. However, if there is an item you are interested in that is not shown on our site, we may be able to e-mail a photo for you to look at. Call or e-mail us for more information. Where possible we will send a sample of wood finish, please send contact details to sales@ellishomeinteriors.co.uk

Security

Q: How safe is it to give my credit card details online?

A: None of the customers who have shopped at Ellis Home Interiors have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. In the extremely unlikely event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges that result from unauthorised use of your credit or debit card, or may limit your liability to just £50. If your bank or card issuer does hold you liable for any of the £50, Ellis Home Interiors will cover the entire liability to you, up to the full £50. Ellis Home Interiors will cover this liability only if the unauthorised use of your credit or debit card resulted through no fault of your own from purchases made at Ellis Home Interiors while using the secure server. If you still prefer not to send your credit or debit card number over the Internet you place your order by telephone on Tel: 01782 749398.

Ordering & payment

Q: How can I place an order?

A: You can order online simply by clicking the "Add To Basket" button next to the item you wish to purchase, when you have finished shopping click on the "Checkout" button which takes you to our checkout. You may then enter your delivery, billing information & credit card details to submit your order using either Pay Pal or Google Wallet, via our secure server. Alternatively, you can call us on Tel: 01782 749398 to place your order by phone. You can pay using all major credit or debit cards, or arrange payment by cheque, bank transfer, or discuss other requirements.

Q: What methods of payment do you accept?

A: We accept MasterCard, Visa, Switch / Maestro, solo, & Company credit cards, personal cheques & bank or building society cheques. Please call to discuss methods of payments if unsure.

Q: Do Ellis Home Interiors prices include VAT?

A: All prices quoted by us include VAT at 20%

Q: What happens if I cancel my order?

A: An order may be cancelled at any time between the placement of the order and 7 days following delivery of the goods. If you are dissatisfied with your purchase for any reason you may, within seven days of delivery, contact our Customer Service department to notify us that you wish to return some or all items from your order. You can either arrange to return the goods to us yourself at your own cost or you may ask us to collect the goods in which case you will be charged & the transport costs which will be deducted from your refund. Goods must be returned in the same condition they were in at the time of delivery & in their original packaging. Items which are not adequately packaged at time of collection may not be collected and a charge of £175 may be levied to cover cost of failed collection. Refunds will be issued within 30 days of receipt of goods a after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note that for selected items of leather upholstery there is a 50% cancellation / returns fee unless the order is cancelled within one week of placement. Such items are clearly marked. Mattresses can only be returned if they are unopened. Mattresses which have been opened and slept on cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it. Items that have been specially made or finished in non standard colours are exempt from our returns policy.

Q: What happens once I've placed my order?

A: When we receive your order we'll order your goods from our suppliers (unless they are in stock). We deliver to anywhere in the mainland UK, including construction if required.

We complete all deliveries of stock items WITHIN 10 - 14 working days from placing of order.

We deliver using a furniture delivery specialist. They will telephone to book in the delivery date and give you an estimated delivery time, they then send a text before the day of delivery to confirm your item has been loaded onto the delivery vehicle, on the day of delivery they will phone 1 hour ahead to advise you they are soon to be with you, which saves a lot of time taking the day off work or waiting in all day. Our standard delivery service is 1 man, to the ground floor of the property only, room of choice. Please phone to discuss your delivery requirements if not sure or have any special requests, we will do our best to accommodate your needs.

Customer service

Q: How do I contact Ellis Home Interiors?

A: We can be contacted by telephone on Tel: 01782 749398 or email sales@ellishomeinteriors.co.uk Our customer service centre operates between 9.00am and 5.00pm Monday to Friday. Emails received during these hours will usually be answered within two working days.

Q: What if I have a complaint?

A: We are determined to provide the easiest & best way to buy furniture online & we are not satisfied unless all our customers are delighted with their purchase & their experience of shopping at Ellis home interiors. In the unlikely event that you do not enjoy your experience of shopping with us, please tell us by email or telephone us on 01782 749398. We will acknowledge your complaint within one working day & will do our very best to resolve it as speedily as possible. Where a complaint has not been resolved within one week, you will receive weekly updates on its progress.

Policies

Q: How will you use my personal details?

A: Ellis home interiors Interiors has a strict privacy policy of keeping all customer information entirely confidential. We will never pass your details on to a third party. 100% Guarantee!!

Q: Does Ellis home interiors have a returns policy?

A: We want you to be delighted with your purchase. Once you receive your furniture you have seven days to decide if you wish to return it. If so, then you can either arrange to return the goods yourself or you can ask us to collect them from you. If you choose the latter then you will be charged the transfort costs, which will be deducted from your refund. Please note that all items must be returned in their original packaging or similar. Items which are not adequately packaged at time of collection may not be collected & a charge may be levied to cover cost of a failed collection. Refunds will be issued upon receipt of the goods & after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note there is a 50% cancellation/returns fee on selected items of leather upholstery unless the order is cancelled within 1 week. Such items are clearly marked. Mattresses can only be returned if they are unopened. Mattresses, which have been opened and slept on, cannot be returned. If you wish to test a mattress, please keep it wrapped until you are sure you want to keep it. Goods that are made specifically for you or are finished in any nonstandard colour are exempt from our returns policy.

Q: What is your service policy?

A: We've put our years of experience in the furniture business to good use by selecting high quality products that should not need warranty service. However, if you do have a problem, we will contact the manufacturer to arrange for local repair, under the terms of the manufacturer's warranty.

Q: What is your warranty policy?

A: All our products come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.