FAQ

Questions

Ordering

Delivery & Dispatch

Customer Support

Privacy & Security

Returns & Refunds

Other Information

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Answers

Can I order over the phone?

Absolutely. We have a friendly, dedicated sales team waiting for your call on 01623 672070. They have technical knowledge of all of our products and will be able to answer any questions you have. Our phone lines are open 9.00am - 5.00pm Monday - Friday. Lines are closed bank holidays, however online ordering is available 24/7.

Do I need an account to place an order?

No, you do not need an account in order to place an order with us. Upon completing an order, an account will be created for you to keep track of your order and also make your next purchase quicker.

Do you have a showroom?

We have a large showroom where the majority of our products are available to view. Click here for more pictures and information on our Showroom

Do You Price Match?

Yes we do!

For those customers who would like to purchase from AV4Home but have seen the same product cheaper elsewhere, simply call our dedicated sales team on 01623 672070 or email us.

How do I place an order online?

Ordering online could not be easier, Once you have found the product you wish to purchase click on the "ADD TO BASKET" button. When you place an order before 2.30pm, Monday to Friday, we aim to process your order and dispatch it on that same day. Delivery will be by the selected option in the checkout, which includes an option for you to indicate a preferred week-day date that helps you to ensure your availability to take delivery. Orders placed after 2.30pm are dispatched as soon as possible, usually no later than the next working day (Monday to Friday). Orders placed on Saturday and Sunday will be processed on the following Monday.

If you want to buy another product click on the "Continue Shopping" button and select your additional products as described above.

Once you have completed your selections, review them in the Shopping Basket and click on the "Checkout Now" button. This will now pass your purchase to our secure checkout area.

We have a completely secure one page checkout, all information regarding your order, including invoice and separate delivery addresses (if required), delivery options, payment choices and order summary.

We have 2 different payment methods

1. CREDIT OR DEBIT CARD - 100% Secure Payments
Use this method to pay for your goods with a debit or credit card.

2. Paypal
Use this method to pay for your order with a debit or credit card including American Express. You can also use your Paypal account if you have one.

If you have any difficulty with the ordering process or have any questions regarding your purchase, please do not hesitate to contact our Sales Team on 01623 672070.

Is there a mimimum order amount?

No, we do not have a mimimum order amount

Payment Options?

We accept all major credit cards including VISA, MasterCard, Maestro/Switch, VISA Debit and American Express.

If you wish to pay via American Express please select the Paypal option at the secure checkout.

If you have a Paypal account, we welcome payment by this method.

If you would feel more comfortable making your payment over the telephone, please do not hesitate to contact our Sales Team on 01623 672070 - a representative will be happy to take your details.

Getting a VAT Invoice.

When you complete your order you will be taken to a page showing a confirmation of your order. There is a link to download your VAT invoice on this page. Your order confirmation email will also have a link to download your VAT Invoice.

Can I specify a day for delivery?

Yes, you can specify a day during the week for delivery. Simply add the product to your basket, then scroll down the basket page and you will see a text box where you can type in your preferred delivery date. You will still see the default delivery options in the checkout, but we will use your preferred delivery date rather than the delivery option selected on your order. If we are unable to meet this requirement we will contact you by phone to discuss options.

Delivery options

All prices on our website include VAT and free shipping to UK mainland addresses on all orders. For most items this is usually a 1 to 3 working day service. Next working day options are also available in our secure checkout for applicable items

You can choose a specific day for delivery, that is convenient for you. Once you have clicked add to basket, scroll down and on the basket page you will see a text box to type in your preferred delivery date. You will still see the default delivery options in the checkout, but we will use your preferred delivery date rather than the delivery option selected on your order. If we are unable to meet this requirement we will contact you by phone to discuss options.

Delivery to another address

We are able to deliver to a separate delivery address (for example, a work address). Simply enter your delivery address on the first page of the checkout, you will be able to add your billing address at a later stage.

Delivery to Europe

We have a large selection of products available for delivery to Europe. We currently do not ship any products with glass outside of the UK. We ship to the following European Countries:-

Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxemburg, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden and Spain

Do you deliver to my area?

We deliver to all areas within the United Kingdom as well as UK offshore Islands and Northern Ireland. We are unable to deliver to the Channel Islands.

Deliveries to Ireland, Highlands and Islands of Scotland may be subject to a delivery surcharge and longer delivery times, we will contact you to discuss this if applicable to your order. Alternatively please contact us on 01623 672070 if you wish to discuss this prior to placing your order.

How can I find out when an item can be delivered?

On the product page there is information showing you the delivery time scale for that specific item. You can click on the delivery information tab and it will show you the full delivery details for the product you are viewing. Click this image to show you how to find this information.

What happens if I'm out?

If you are out when an attempt at delivery is made, the courier will leave a card. Simply contact the courier to arrange an alternative delivery date. The courier will hold the consignment at the depot for five days pending contact. If it is more convenient, you may arrange to collect your consignment from the depot.

Due to the high value of our products, a signature will be required when you receive the goods. Therefore, we are unable to arrange for items to be left unattended by our couriers. We can, however, arrange for items to be delivered to a neighbour if you foresee that you may be out at the time of delivery. Simply complete your delivery instructions in the "Special Delivery Instructions" box within the checkout. If we are unable to fulfill these instructions, you will receive a telephone call from our Sales Team to discuss any alternatives.

When will I receive my order?

Order placed before 2.30pm will be processed same day (subject to stock), orders placed before 3pm will often be processed same day. Shipping and delivery time is subject to delivery option selected at time of purchase and specific timescales as might be indicated for Furniture and other products on the web-page at time of purchase.

We will send you an e-mail on the evening of despatch that will confirm to you that your order has been despatched, and the delivery service used with links to tracking facilities if appropriate.

Sales Support

If you have a question regarding any of our products you can ring us on 01623 672070 or email us at sales@av4home.co.uk

Technical Support

Our trained staff will be happy to answer any technical questions regarding our products. Please call us on 01623 672070 or email us at sales@av4home.co.uk.

Technical support is available by phone from 9am to 5pm Monday to Friday. Out of hours our telephones are redirected to an answering service where one of our support team will answer your call or if you leave a message they will contact you at the earliest possible opportunity.

Emails are monitored during and outside of working hours and again we will respond to any queries at the earliest possible opportunity.

Data Protection

AV4Home fully conforms to the data protection act 1998.Our Data Protection Registration Number Z1827883

Privacy policy

AV4Home does not disclose buyers' information to any third parties, where such may be used for direct marketing or for the promotion of any additional products or services. Information may be disclosed to third parties as part of the order fulfilment process. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

Any information collected by AV4Home, including that gathered at the time of ordering, is collected lawfully and in accordance with the Data Protection Act 1998.

AV4Home do not sell or transmit any customer's personal information, including e-mail addresses, to any organisation for any purpose other than for processing orders placed with us (where necessary).

Security

We take our customers security and privacy very seriously. All transactions are encrypted to the highest level using SSL certification to ensure your shopping experience with us is as safe and enjoyable as possible.

All of our pages are protected by advanced SSL Encryption. SSL certificates are the highest assurance certificate, perfect for reassuring our customers.

Damaged or Faulty Goods?

Visible / Audible Damage at Delivery

If on Delivery the Goods appear to be visibly/audibly (sound of broken glass) damaged, the packaging shows signs of having been dropped, or have any other concerns about the goods condition – DO NOT ACCEPT DELIVERY, (please make such decisions based on the type of goods you have ordered – e.g. Cables, wall brackets etc are unlikely to actually suffer from bad handling, furniture is more likely to be damaged by bad handling). Refuse delivery and instruct the delivery company to “return to sender as refused due to damage. If you can take any photographs of the package with a camera, please do so as this may assist us in our claim against the delivery company.
Contact us to advise us of the situation immediately that the delivery company has left. Wherever possible, we will endeavor to ship replacement goods as soon as possible.
Please ensure that when you delegate taking delivery to someone else, that they are aware of the option to refuse delivery due to damage.

Damage found after opening my order

Please ensure that you open and check your order for damage within 24 hours of delivery.
If you find that your order has any parts damaged when you unpack it, however this may have been caused, or if you are not happy with the quality, finish of the item / parts, please call us or email us to discuss the damage or issues you find. We will agree with you how to quickly resolve any issues you find. We can usually ship replacement parts, or replacement goods within 24 hours of such damage being reported. We may ask you to assist us by taking photographs of any damaged etc to help us understand the issue, resolve it and assist us in improving our service and our supplier’s products.

Quick resolution of any Delivery Damage

We aim to resolve all problems resulting from delivery damage within 1-2 working days, to the full satisfaction of our customer.

How do I exchange an item?

Provided the goods are in perfect condition, with all original packaging and accessories, just call us to discuss the alternative product you would like and the options available.

Returns Policy

If for any reason you are not happy with your order:-

Please call us on 01623 672070 first to discuss why you may wish to return an item and to receive a returns number. We will take all steps possible to solve your problem / offer you a replacement or exchange product, or a refund.

We have a no quibble returns policy within 30 days of purchase, provided the item is in a re-saleable condition, (i.e unused, unassembled, unmarked and in original unmarked packaging) we will refund you the cost of the product minus the cost of shipping to you. It is the responsibility of the customer to return the item and ensure the package has been reasonably protected in return transit. You must include a copy of your invoice with the return.

Our extended returns policy does not affect your statutory rights and if you open the goods to inspect them you can still cancel your puchase at any time up to 7 working days following the day the goods are delivered.

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