Delivery Terms –
Furniture
Delivery of your furniture or bed will be by one of three
methods. Time taken to deliver your item will depend on the method used.
Once your payment or credit agreement is complete and
accepted we will forward your orde4r to our supplier. Depending on the item
your purchase will be delivered by one of the following methods
By Our Own Courier
Once we have placed your order with our supplier and been
notified that it is ready for collection, we will authorise our courier to pick
it up and deliver it to you. Please be aware that this could take up to 14 days
for items that are not made to order. Please check the details of your item on
our website to check if your item is a made to order item. Made to order items
could take up to 30 working days to deliver.
Once our courier has collected your item from our supplier,
they will contact you to arrange a suitable day for delivery. At this point you
will be given an AM or PM delivery slot. Our couriers normally deliver from 7am
to 7pm Monday to Friday.
Our Courier will place your items in your room of choice as
we use a two man delivery service
By Our Suppliers Own
transport or Courier
Once we have placed your order with our supplier we will ask
them to arrange delivery to you. We also ask that they contact you to arrange a
suitable day of delivery. Please be aware that we have no control over our
supplier’s transportation methods but will always ask that this takes place as
soon as possible within the following 21 working days of us receiving your
completed payment or credit agreement.
You may also receive a text message or phone call on the day
of delivery up to an hour prior to the courier arriving at your address to
inform you they are on their way.
Please note that we
always ask our suppliers to arrange a suitable delivery date with you but
cannot guarantee that this will occur.
You may also receive
a text message or phone call on the day of delivery up to an hour prior to the
courier arriving at your address to inform you they are on their way.
Important - Please
note our prices include free delivery and that this applies to the first
delivery attempt only. Should this fail any further delivery attempts may be
charged at a minimum of £75. This charge may be higher dependant on your postcode
and the item.
Pre Order Check List
Before
ordering, please check and provide us with the following information to ensure
your product is delivered successfully.
•
Please provide a landline or mobile phone number
that you will be contactable on the day of delivery.
•
Check the dimensions of the product you plan to
purchase will fit in the space/unit where you intend to place it.
•
If you are ordering a large item such as a sofa
or wardrobe please check your product will fit through internal and external
doorways.
•
Make sure you advise us in advance of any access
issues for the delivery vehicle such as restricted parking etc.
•
If you require time to answer your door
On the delivery day,
please ensure that:
•
There is a clear access route through your home
to where you want the product sited. Please note some of our suppliers couriers
only offer a kerbside delivery service and will not place your item in your
room of choice
•
Your floors are covered to prevent scuffing and
any delicate objects are put in a safe place.
•
You check your new item is the correct model and
colour.
•
You check your new item for any damage and that
all accessories are included.
•
Please ensure that you read the manufacturers
installation and instruction book before you use or assemble your new product.
•
In the case of flat pack furniture please check
that you have all parts to your item and if any are missing or damaged please
contact us and we will arrange delivery of the parts you require.
Delivery without a
signature.
Unfortunately all our deliveries require a signature we
cannot leave products behind houses, in garages, with neighbours etc.
Damaged on Delivery
Very rarely do we deliver damaged goods – however due to the
nature of large items sometimes boxes do get damaged. Please ensure you inspect
your product while the delivery driver is in your home, this makes the
necessary action on this product a lot easier. If you are not ready to unpack
your product at the time of delivery we strongly recommend that your product is
unpacked, inspected then re-packed.
Cancellation, Returns
and Product Collections
Our Product Return
Policy
If you change your mind and would like
to return your product, we will arrange an exchange or refund of your purchase
(within 28 days of delivery) provided that:
•
The product has not been used
•
The product is in its original packaging and the
seal is in tact
•
It is in a resalable condition.
Product Return Procedure
If you find that the item that you have selected is
unsuitable and would like to arrange for the collection and return of the
product, please contact us by email at info@smarterbuys.org.uk quoting your
order number.
Upon receipt of your email we or our supplier will contact
you and arrange for the item to be collected and returned to our supplier.
All products are
checked on return to our supplier’s warehouse prior to exchange or refund.
Please note that in
the event of the product being used, or an accessory missing, a full refund
will not be processed. We will charge you the cost of replacing any missing
item(s). Each manufacturer has a different cost per item. Due to the large
range of components and items we sell we will notify you of any charges levied
for missing items. This may be by email or letter depending on the best method
of contact with you.
Please note that our suppliers or manufacturers endeavour to
offer a free repair service for all products that develop a fault, not caused
by accident, misuse or neglect, within the manufacturers guarantee period.
Order Cancellation
Procedure
In the event that the goods have already been despatched at
the date of receipt of your cancellation of the order you must return the goods
to us and we will credit your credit or debit card with the price of the goods
within 30 days beginning with the day on which notice of cancellation was
given. If you do not return the goods within 21 days of your cancellation, we
will make a charge in respect of the cost of recovering the goods. Please note
that when purchasing a product the delivery charge is subsidised, the full cost
of returning the product will be charged. If you do not return the goods or fail
to make them available for collection within 30 days of your notice of
cancellation, you will be deemed to have accepted the goods, at which point a
new purchase contract and or credit agreement will be made and you will be
charged for your order at the price set out on the web site at that time. This
does not affect your statutory rights.
We recommend that you
obtain proof of despatch. Please note that all goods returned must be in their
original packaging and with all seals intact.
Your statutory rights
are not affected.
There is a charge for
collection, which will be dependent on the item to be collected. The minimum
charge levied will be £75 but may be higher dependent on the item and your post
code.
Distance Selling
Regulations
If you are not completely satisfied with your purchase you
may cancel your order under the Consumer Contracts Regulations (2014), within 7
working days of delivery for an exchange or refund, even if you have opened the
goods to inspect them, as long as you have taken reasonable care of the goods.
To exercise your right under these regulations you must write to us at the
address below or email us details the product you wish to return.
Please note: - The
following address is for letters only:
Smarterbuys, Webster’s Ropery, Ropery Road, Deptford
Terrace, Deptford, Sunderland, Tyne & Wear SR4 6DJ
(DO NOT attempt to return purchases to Smarterbuys address,
there are no facilities to accept parcels or packages at this office.)
The following points
must be observed:
Items must be returned in the best possible condition (and
where possible with the original packaging) including any accessories or free
gifts.
Faulty Products
Procedure
In the unlikely event that your product develops a fault
please follow the following procedure
•
Contact Smarterbuys on 0191 5656216 or by email
at info@smarterbuys.org.uk
•
Please quote your order number or payment
reference so that we can deal with your issue quickly
•
We will ask you for name, current contact
details, postcode and house number, your landlord if applicable, details of the
issue with your product and the serial number of the product which can be found
on your product. If you have these details to hand when you contact us it will
help us to resolve the issue quickly.
•
We will then refer your issue to our supplier
who will decide on the resolution of the issue under the terms of the
manufacturer’s warranty. Please Note – This may include you supplying visual
evidence such as a clear photographs of any fault or an assessor calling at
your home to inspect the item prior to any resolution taking place
•
Once we have been informed of the resolution we
will take the appropriate action to resolve the issue raised.
•
At all stages we will endeavour to keep you
informed of the progress of your issue
•
Your
statutory rights are not affected.
Payment Options
The Smarterbuys Store offers a range of payment options to suit individuals’ requirements:
Apply for affordable credit
We do strongly encourage you to carefully consider your financial situation before taking out any finance arrangements.
How long will a loan application take through The Smarterbuys Store?
Loan applications on average take 48 hours to be approved. Once approved, it will then take a few more days to complete your loan application as supporting documents and signed loan agreements are required prior to the loan being finalised. Sending requested documents promptly will speed up the application process . Once your signed loan agreement has been received by The Smarterbuys Store your order reservation will be confirmed and your products ordered.
How do I make a purchase online and apply for affordable credit?
- Browse the range of product(s) and add your product(s) to the shopping basket
- Shopping Basket Page:
- Check your products, options (where applicable) and quantities are correct
- Refer to the Loan Breakdown for details of the weekly payment price (this is a total of all products in your basket)
- When you are ready to proceed, read and confirm the Terms and Conditions and select ‘Buy and Apply for Affordable Credit’
- Checkout page:
- Select your billing and delivery address (note that delivery address must be the same as your credit application address)
- Enter any special delivery instructions
- Read through the delivery details for important information regarding your delivery
- Credit Application Page:
- Fill in the credit application form with your details
- Double check all product, loan, delivery and credit application details and once your are happy click Confirm
- Order Details Page
- You can print a copy of this for your records - please ensure you note your Order Number as this is required for all correspondance. You will also receive an Order Reservation email containing these details.
The Smarterbuys Store will receive your credit application and:
- Contact your landlord to confirm your tenancy and carry out a rent account check (if you are in rent arrears this may affect your credit application).
- Carry out a credit reference search
- Contact you to carry out an affordability assessment and request supporting documents (6 months bank statements, 2 forms of identification, income/expenditure information, home contents insurance certificate)
- If your credit application is successful, a loan agreement will be sent to you. You need to read through this loan agreement and if you are happy to proceed, sign and return the loan agreement to The Smarterbuys Store.
- Once your signed loan agreement is received by The Smarterbuys Store your products will be ordered.
When you are ready to proceed, select ‘Buy and Pay Online’ and follow the steps given to enable us to confirm your details, including payment authorisation. We will then acknowledge your order by email.
What payment cards can I use?
We accept the following payment cards:
VISA
VISA Electron
VISA Debit
MasterCard
Maestro
Why do we need your card security code (CV2)?
We ask for the security code from your payment card to prevent the fraudulent use of your account. This is printed on your card but is not embossed or in the magnetic strip, so only the person in possession of the card should know the code.
On most UK cards, the security code is the last three digits of the number printed on the signature strip
How can I be sure that shopping online with The Smarterbuys Store is secure?
The Smarterbuys Store is committed to ensuring that your personal details will be kept safe at all times and has a number of fraud prevention measures in place.
Privacy Policy
You will also be asked to read our privacy policy which explains that any details given to The Smarterbuys Store are secure.
What if my card is declined?
The Smarterbuys Store will only decline a transaction on the advice of your issuing bank. It may be that you have insufficient funds in your account, that your card has been blocked because of unusual or suspicious activity, or that the details you have provided do not match those held by your issuing bank. In each case, you should contact your card issuer in the first instance to try to resolve the problem or use an alternative payment method.
This solution enables you to buy product(s) online without the need of a credit/debit card, or if you do not wish to enter your card details online. You pay with cash or credit/debit card offline at your local PayPoint or Post Office outlet, using a barcode system.
Paying offline is an easy, convenient and safe method of paying for your online purchases.
How do I make a payment offline?
When you are ready to proceed, select ‘Buy and Pay Offline’ and follow the steps given to enable us to confirm your details and place your order.
To make payment for your online purchase, simply:
- Print out the barcode invoice you are given once you have completed your order
- Take your barcode invoice to your nearest PayPoint or Post Office outlet before the expiry date shown
- The payment outlet will scan the barcode
- Pay the full amount shown on the invoice in one transaction
- The payment outlet will issue you with a receipt for your payment
- Smarterbuys will be notified of your full payment, your order will then be passed to the supplier for your product(s) to be dispatched.
Payment can be made at PayPoint and Post Office locations. To find your local payment outlet please use the links below:
PayPoint Locator - www.paypoint.co.uk/locator.aspx
Post Office Locator - www.postoffice.co.uk/branch-finder
FAQs
Q.How much does it cost to make a purchase and pay offline?
A.Nothing
Q.I’ve lost my barcode – what can I do?
A.You can reprint your barcode from The Smarterbuys Store website through the ‘My Account’ area and select ‘My Reserved Deals’
Q.I’ve lost my barcode – am I at risk?
A.Your barcode contains no personal details about you – only your transaction. If someone finds your barcode, all they can do is pay for your purchase.
Q.Does paying offline delay the completion of my online purchase?
A.Unlike other methods of payment, where a credit/debit card is used to make an online purchase, your delivery will be dependent on when you make your payment.