You’ll find the answers to a wide range of questions below.
Can I cancel an order that has already been sent?
No, you can’t. You can exercise your right of withdrawal, however, if it does not meet your expectations (see return form). You’ll get a refund when the product returns to our warehouse.
Can I make changes to an order that has already been sent?
Yes, you can make changes if the order has not yet been fulfilled. You can contact customer service on 02 83623614 or email@example.com.
I have lost the instruction book, how can I get another one?
If the instruction book is not available in the download area of our website, you can request a new one by emailing firstname.lastname@example.org, specifying the code of the product for which you need a new instruction book
How do I check the status of a shipment?
Every product travels with its own tracking number: you can track the shipment by clicking on the tracking code shown in the email sent by the carrier.
How long does delivery take?
It depends on your location. By law, the goods must be delivered within 30 days of placing the order.
Is it possible to pay cash on delivery?
No, because the courier is not authorized to receive cash or checks on our behalf.
Can I pay by bank transfer?
Yes, you can. You’ll find the information you need when you place your order.
What happens if the item I received is different from the one I ordered?
You can exercise your right of withdrawal due to incorrect shipment: you must notify us of the error within 14 days of receipt of the wrong product. PureHomeIdeas will come and collect the wrong product and deliver the correct one. (art. 9 of the General Conditions of Sale)
If I return a product, how do you refund me?
The refund procedure depends on the payment method used at the time of purchase and the refund will be made within 14 working days of receipt of the product at our warehouse. See articles 7 and 8 of the General Conditions of Sale.
Do you deliver abroad?
Yes! After calculating the shipping costs, you can confirm a purchase for anywhere in the world.
Can I request an on-site visit to help me order the right product for my needs?
Yes. You can contact our customer service at 02 83623614 or email@example.com to fix a date. We’ll take 50% of the cost of the visit off your bill if you purchase the product. You’ll need to pay the cost of the visit directly to our technician.
Can I get the product installed for me?
Many of our products are easy to install, but in some cases we recommend using an installer. You can request installation at the time of purchase. We will then call you to fix an installation date. You’ll need to pay the installation costs directly to the installer.
What does it mean if the product is marked DUE IN SOON?
It means that the product is not currently in stock but is being re-ordered and will be available for online sale again within about 15 days. If you’re interested in a product, check back regularly to find out when it will be available again.