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FAQ

To serve our customers well and continuously improve our service, the team od Pepper Sq have collected some key questions and answers which will navigate you though our product and services, our website, delivery, returns and privacy policies. This list is not exhaustive, and if you have a question which is not covered here, simply contact our Customer Service by email at hello@peppersq.com and we will get back to you as soon as possible.

Please also take care of reading our published polices for further information:

Terms & Conditions
Delivery & Returns Policy
Privacy Policy
Cookies Policy

Products and Services

How do I place my first order with Pepper Sq?

First of all, a warm welcome to Pepper Sq, the Spacemaking platform! We are excited you would like to place an order with us. You can do so by browsing the website straight away and finding what you like – individual items or interior solutions. The products which fit your needs, individual style and the chosen space. We make most of our furniture items to order, and we will take full payment in advance. You can pay by a credit or debit card.

Where do you sell your products and deliver them to?

We currently deliver our products to and in the UK only. As we grow our geographical reach will expand, and you will be informed about the new country launches in Pepper Sq Newsletter, as well as on our website www.peppersq.com. You can sign up to our Newsletter to be updated about the exciting development of Pepper Sq platform.

Are your products for commercial use?

Pepper Sq works with partners and furniture manufacturers who predominantly supply products for home use. In other words, they are designed for residential use, and not for commercial use. Hence the default for all our products is that the warranty where applicable will not cover commercial use. There is some limited availability of products designed and manufactured for commercial use. You can ask this question specific to the product by contacting our Customer Service at hello@peppersq.com.

Can I have furniture made with my own fabric?

At Pepper Sq we have made a great effort by choosing curated fabrics to fit your needs and match your interior and style. The fabrics and materials are tested to comply with various technical requirements for individual pieces of furniture. Therefore, mainly for the reason of health and safety as well as speed of production, we only supply products in the finishes and materials seen on the website. We regularly update our collections, so to keep yourself up to speed and learning what’s new and upcoming, please sign up to Pepper Sq Newsletter.

Do I have to create an Account with Pepper Sq?

We are excited about you becoming a Pepper Sq customer! We will not ask you to create an Account with us if you don’t want to. However, as a part of the furniture ordering process, you will be asked to create an Account at the checkout. This way we can serve you better, you can track your order online and see at any moment what happens with your order.

How do I get a VAT refund?

Unfortunately for the majority of situations we cannot refund the VAT once an order has been placed through our website.

Can you help with assembling the furniture?

Building furniture and putting pieces together isn’t for everyone, so we’re happy to take care of it for you on delivery. If you wish to have assembly done it is a free service for Pepper Sq customers, and you can chose this option with no hassle at the check out. Some people don’t like others to assemble their furniture. That’s fine as well you can refuse any time.

Can you provide a fabric or material sample?

We are making all possible efforts to reflect the true image of colours and fabrics online. We understand they might not always look like real swatches. If you are in doubt please contact our Customer Service hello@peppersq.com and we will find a solution for you.

I want to place a large trade order how do I do this?

We're happy to hear you're interested in shopping with Pepper Sq. Welcome to the Sapcemaking! Unfortunately at this stage we do not have a Trade offering. If you wish to place a large order please contact us at hello@peppersq.com and we will get back to you with advice and guidance how we can better serve your specific needs.

Where can I find more information about your privacy policy?

Please read our comprehensive Privacy policy regarding GDPR and how it affects you as Pepper Sq customer or prospective customer. Our Privacy policy is an integral part of our Terms & Conditions. So we recommend you read our Terms & Conditions as well, prior to using our website and making purchases. Any further questions, please ask a question to our Customer Service hello@peppersq.com

Who has access to my data?

We take the security of our customers’ and prospective customers’’ personal data really seriously. We only use it to process your activity on our website, for the best consumer experience. If you’ve agreed to share your personal data with third parties via Pepper Sq website, we only share the minimum needed to be able to provide services to you. Examples of which can be placing and delivering your order. Please refer to our comprehensive Privacy policy and Cookies policy, as well as Terms & Conditions.

What if I change my mind about receiving Pepper Sq communications?

It’s your right to change your mind, and we totally respect that. If this is the case, you can update your preferences on My Account page when you log in. Or, on the bottom of every email from us, there is an unsubscribe link which removes you from all our email marketing with just one click. Although we’ll be sad to see you go, we understand and fully respect your choice. If you are unsure whether you want to unsubscribe, please refer to our Privacy policy and Cookies policy.

How can I unsubscribe from your Newsletters?

To unsubscribe, please scroll down to the bottom of the newsletter, you will then see unsubscribe from this list and update subscription preferences. Please click on the link where you want to make the change to your settings with Pepper Sq communications.

What does Pepper Sq use my data for?

Pepper Sq uses the information you choose to share with us. We want you to have the best customer journey possible on our website. Sometimes it’s useful to collect information about you - and how you use our site - to make sure we’re showing you what you will want to see, as well as to establish our contract with you. For example, for your order placement and delivery. For further details please refer to our Privacy policy and Cookies policy which you can find on our website, alongside our Terms & Conditions.

How do I change my personal details?

You can change your account details by logging into your account. You can also change your delivery details for pending orders here.

Is my payment through the website secure?

Thank you for shopping at Pepper Sq! You’ve made the right choice. At Pepper Sq we use secure software to process customer payments. By means of software technical features we monitor all payments to ensure they are fully secure. If you have doubt, have got something to report or simply want to reconfirm technical capabilities of the website with regards to the payments, please contact us at hello@peppersq.com.

How do I communicate with Pepper Sq?

We are constantly looking at best and advanced ways to communicate with our customers. First of all, we communicate via My Account page on the website where you can track your order online in any given moment. Our Customer Service is at your disposal as well. You can contact us any time at hello@peppersq.com. We will get back to you if not immediately, then within 48 hours. Last but not the least, you can communicate with Pepper Sq team via Social media. These options are listed on our website. Please don’t hesitate to contact us any time! And look out for Pepper Sq Newsletters for new ways to communicate.

What are the production lead times?

majority of Pepper Sq items are made to order with the best European manufacturers you can only imagine. Curation is a process and a good furniture piece deserves time and attention. You will have noticed on our website that we mark al our products with delivery times dependent on the production (lead) times from our well chosen suppliers and partners. Production times are usual matter, you don’t have to worry. Some of our curated items are Express delivered up to 10 days. They will be marked accordingly. Anticipating your chosen pieces is an enjoyable process. You will be looking forward to the Spacemaking!

How fast is Express delivery?

You will have noticed some of our items are marked as available for Express delivery. This is great news! Express delivery means you will received your order within 10 days. There is no need to wait for the beautiful item to arrive at your home. Enjoy the Spacemaking!

How can I track the progress of my order?

You can track your order when you log into My Account on our website. You will have your personal Account created with the first order you will have placed. This is very useful when it comes to tracking your order at any given moment. For example, you will find an estimated dispatch and delivery date which is the most up to date information we have for you. And you will be receiving communication from us by email with the information about your order.

Can I change my delivery address?

You can change your delivery address within 24 hours window since your order placement. 24 hours applies to the items or orders being manufactured for you, as well as for express delivery items. If something is going not as planned, please immediately contact our Customer Service hello@peppersq.com. Unfortunately, if your items have already been dispatched to your home, and you want to make a change to the delivery address, it isn't usually possible at this stage. You may be charged for arranging redelivery.

How can I contact the delivery company?

We work with several delivery companies, and there's no point contacting them until we've dispatched your item to them, at which point we'll be able to give you more specific details. They'll contact you directly when this happens. We'll update you at every stage of the delivery process until then via My Account page where you can track your order. Please read our comprehensive Delivery & Returns policy for more details. As well as our Terms & Conditions. If you have further questions, do get in touch with us hello@peppersq.com

It's been longer than the estimated lead time and I still haven't received my order. What should I do?

Firstly, we do apologise for unforeseen changes. Often times such change are happening because of our partners’ situation. We work hard with our manufacturers to reduce lead times, be predictable with our customers and avoid delays, which we let you know about as and when they arise. If you've been waiting longer than you should have and you haven't heard from us, please log into My Account page on the website and check where your order is (assuming you haven’t done it yet). Otherwise, please get in touch with us as soon as possible hello@peppersq.com and we'll give you the latest information available. It might take us up to 48 hours to investigate what went wrong. We will get back to you.

What happens if I'm not in when my items are delivered?

We use different delivery services and our specialist third party partners, depending on the size of the parcel. For more details, please refer to our Delivery & Return policy. In a nutshell, if you are due to receive a small item which is usually delivered by a courier service, and you are not there when they (the driver) try to deliver, our delivery partner will leave a card with your unique parcel reference number so you can arrange redelivery. Or they will contact you. For large items our delivery partner will contact you before the delivery to propose a delivery date and time frame, and give you the option to reschedule this if it's not convenient. If you're not at home at the agreed time, your item will be returned to their warehouse. We might be able to arrange re-delivery but this might incur an extra delivery cost at the rate originally paid. Please refer to our Delivery & Return policy for costs. In all cases we'd advise you try and be in on the original delivery date, so your items don't stay too long in transit, you can enjoy them as quickly as possible, and avoid all additional unnecessary costs and hassle. Please contact us should you need help.

I've tracked my order with your delivery company and it says it's been lost, or has already been delivered, but I don't have it. What should I do?

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to tracking issues, or they may have left your delivery with a friendly neighbour. We will help you with the situation, so please make a contact with us hello@peppersq.com. It might take us up to 48 hours to investigate what happened here.

What happens on my order delivery date?

We use different delivery services and our specialist third party partners, depending on the size of the parcel. For more details, please refer to our Delivery & Return policy. In a nutshell, if you are due to receive a small item which is usually delivered by a courier service, our delivery partner will contact you directly. You will usually be given delivery slots and provided with the tracking information (if available) from the partner. For large items our delivery partner will contact you before the delivery to propose a delivery date and time frame, and give you the option to reschedule this if it's not convenient. In all cases we'd advise you try and be in on the original delivery date, so your items don't stay too long in transit, you can enjoy them as quickly as possible, and avoid all additional unnecessary costs and hassle. Please contact us if you have further questions.

Returns & Refunds

What if I don't like the product I ordered when it arrives?

We are confident that shopping with Pepper Sq is an enjoyable experience, and you will like your purchase with us. However, if this is not the case, you can return it to us within 14 days of delivery for a full refund less additional costs involved. The additional costs might be associated with delivery, re0delivery and storage, where applicable and these are described in full in our Deliveries & Returns policy and in Terms & Conditions. We would appreciate if you do not remove packaging from any items, if you no longer want the product(s) for the reason of changing your mind or that your situation has changed. Please contact us within 14 days of receiving your product(s) hello@peppersq.com and we will assist you with your return, as well as explain additional delivery charges should they occur in your specific situation.

What if the item is damaged or the wrong item has arrived?

Our partners’ quality teams do check your furniture to make sure it's up to the required standards throughout the entire process from production to dispatch. This is happening at different stages of each of the process steps, and before we dispatch the items to you. Hence damages are genuinely rare. It’s also very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you are not happy with the goods when you inspect them, please let our delivery partner know or note this on the form and contact us. If you only realise after the delivery that you're unhappy with the quality, or if we've sent you the wrong item, just contact us as soon as possible at hello@peppersq.com. Ideally sending us a couple of photos of the damage or other issues with the product. Our team will assess your complaint and tell you how to return the item or arrange to collect the item from you, and either give you a full refund, arrange for a repair, or order you a replacement. Please allow us sufficient time to deal with the situation. At least 48 hours to get back to you.

Can I cancel an order if I change my mind?

If you have a change of heart, you can cancel at any time before your item is dispatched or sent to our delivery partners, typically within 24-48 hours from the tine you placed the order with us. Simply contact us hello@peppersq.com and we will take the necessary steps to cancel your order and give you a refund, less the charges applicable for delivery and other extra charges associated with the delivery of your order. Please refer to our Delivery & Returns policy as well as Terms & Conditions for more details.

Can I change my existing order?

Once you've placed an order, you won’t be able to make changes to what you have ordered but you will be able to change contact and delivery details through your order page in My Account after you will have logged in, within 24 hours window after the order was placed. You can still contact our Customer services within 48 hours after the order placement for the changes you wish to make. Please reach out to hello@peppersq.com

What are the costs to collect items?

If you need to return an item because it is faulty or as a result of something we have done wrong, we will not charge you for the return or collection costs. The charges might apply are delivery and storage, outlined in our Delivery & Returns policy and Terms & Conditions. In any case of doubt, please contact us at hello@peppersq.com. If, however, you simply have changed your mind and wish to cancel the order after the delivery occurred, or beyond 48 hours after you placed the order, you will need to pay the return or collection costs. You will pay one return or collection cost based on the subtotal value of the products you are returning as per the below table. Please refer to our Delivery & Returns policy and Terms & Conditions for more details.

How long will my refund take?

For security reasons we can only make refunds to the original payment method you used to place your order. The refund can take the minimum of 3 to 5 working days. Yet we cannot guarantee this is going to be the case for the reasons which might be outside our control. In the worst case scenario the refund can take up to 30 working days or approx. up to 6 weeks depending on the type of the card you have been using for paying the order, and specifics of your bank. The timeline includes the average processing time.

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