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Delivery & Returns Policy
Introduction
Delivery Policy
Assembly
Returns & Refunds
Customer Service Contact Details

Introduction

Introduction Welcome to Pepper Sq Delivery & Returns Policy. Before you place an order, if you have any questions relating to these Terms & Conditions, please contact our Customer Service team by email. This Policy will apply to all orders for Products which are being delivered within the UK. We are currently not delivering Products outside of the UK.

Delivery Policy

General Terms

Delivery is when the items are being delivered to your home. The items are produced before, dispatched and shipped to the warehouse in the UK ready to be delivered to your chosen address by our logistics partners. We deliver smaller items by a courier service. Larger items are delivered by a carrier providing two-man delivery service to the room of your choice. You can track the status of your order and any changes on your order page. All our standard delivery services are free with exception of some areas where our logistics partners apply additional delivery charges for accessibility reasons. They are predominantly non-mainland UK, Northern Ireland, and are listed further on. The same applies to returns when additional charges apply to non-mainland UK and Northern Ireland returns. We are currently not delivering outside the UK. On the website we indicate approximate delivery timelines. Some items are marked ‘express delivery’ which means they do not typically have production times, and can be delivered faster. While we are predicting the estimated delivery dates, there might be delivery delays due to production timelines, e.g. Event Outside Our Control might occur which are explained in detail in our Terms & Conditions. We make sure we keep you informed regularly about any changes to the delivery dates on your order tracking page or by email. We reserve the right not to deliver an order if we believe the address isn’t secure, for example to a communal postal address or PO box. If this affects an order you place, we'll notify you as soon as possible.

Small Items

Small items are generally delivered by a courier service, or one-man deliveries. The size of packages to qualify for small items will vary depending on the courier service. If you have a specific question about your order whether it is small or large, please contact our Customer Service. The small packages typically arrive in a pre-allocated one-hour time slot on weekdays from Monday to Friday, between 9am and 5pm. The Product will be handed over by a one-man delivery service will be made to your door and packaging will not be taken away. When the item is available for dispatch our one-man delivery partner will contact you by SMS to let you know that delivery will happen the next day. On the morning of delivery our delivery partner will send you an SMS confirming your one hour delivery slot. You will have the option to reschedule delivery to a different date, leave with a neighbour or send to a local depot for collection. For one-man deliveries to non-mainland UK there will be an additional surcharge per consignment as follows: Northern Ireland £16 Scottish Isles/Shetland £15 Channel Islands/IOM £15 Please add 2-3 days for deliveries outside the mainland UK. Please note not all delivery services will be available for non-mainland UK territories. We will inform you accordingly.

Large Items

Large items are delivered by two-man deliveries and arrive in a pre-allocated two-hour time slot with deliveries to most of mainland UK available on at least two different days per week, between 7am and 7pm. Delivery usually happens during weekdays. However, for large items we offer delivery service on a Saturday, free of charge. Two-man delivery service will be made to the room of your choice and the packaging will be taken away.
When the item is available for dispatch our two-man delivery partner will contact you by SMS with three proposed delivery dates for you to select from. If the proposed delivery dates are not convenient you should contact the delivery partner direct to arrange an alternative delivery date. You will need to rearrange delivery up to 72 hours prior to the agreed delivery date. A fee of £48 plus any additional costs for non UK mainland delivery will be charged for deliveries rearranged less than 72 hours prior to the agreed delivery date. For two-man deliveries to non-mainland UK there will be an additional surcharge per consignment as follows:
Northern Ireland £45
Scottish Isles/Shetland £45
Channel Islands/IOM £90

Please add 1-2 weeks for deliveries to non-mainland UK. Please note not all delivery services will be available for non-mainland UK deliveries. Two-man deliveries will not be left outside your house or with neighbours or children. If no one is available at your address to accept and sign for two-man delivery a card will be left by our delivery partner asking you to contact their delivery depot at your earliest convenience to arrange an alternative delivery date. A redelivery fee of £48 may be charged. We typically ask for the items to be delivered within two weeks from their availability to dispatch, in order to avoid unwanted storage costs. Hence, if you fail to rearrange delivery within 30 days, unfortunately your order will be cancelled.


Please note: You must examine the item on arrival before you sign for the item to confirm delivery. if you are unsure about the item when it arrives, or you have changed your mind already, please hold on to the packaging in case you want to return.

Delivery is not guaranteed beyond the first floor unless the product can be moved in a lift. You may choose to accept the delivery to the closest accessible point, or refuse the delivery. Delivery will be made to the room of your choice, though deliveries above the third floor are dependent on access to a lift. Our delivery partner can only deliver items up to the third floor which are 75kg or less if no lift is available.

Please note: You need to make sure and check that the items will fit through doors and staircases in their packaging. It is better to do so before you place your order. We’ve got some guidance for you how to measure whether the furniture will fit.


Old Furniture

We will not be collecting your old furniture. However, we are constantly looking for partnerships. The companies specializing on collecting the old furniture particularly for charities, will be recommended to you. If you have queries about collection of the old furniture, please contact our Customer Service.

Grouped Delivery

You will have the option to receive multiple deliveries as and when your products are ready to be dispatched, if, for example, you want one of the items delivered as soon as it becomes available. We generally reserve the right to decide whether the orders are grouped or delivered once they are available to dispatch, depending on the production times of the products and logistics arranged with our suppliers. Particularly the large items. Where possible we might offer you the ability to group your order, so that all the items arrive on the same day. This is only possible:

  • If all items can go with the same carrier (typically large items);
  • If the difference in lead times isn’t too significant (typically one week).
When your items arrive on different days because they are delivered from different carriers, you won’t be charged for additional deliveries. You will be able to leave a comment at the check out related to your order delivery preferences which we will consider.

Assembly

As a part of our exceptional customer service we offer optional assembly of the furniture. Assembly might not be your thing, and we do not want you spending time on it. You can choose an assembly service at the check put by adding this to the shopping cart. The cost per item to assemble is £25, and we offer this service for large items only delivered by two-man service. Otherwise, you can go ahead and assemble yourself, it is entirely your choice.

Returns and Refunds

For more details about Order Cancellations, Returns & Refunds please refer to our Terms & Conditions.

Amending & Cancelling Your Order

We hope you are excited about your order and is happy with it. In most circumstances it's not possible to make changes to your order once you've placed it. If your order has already been placed into production, or dispatched from the supplier warehouse, you will have to follow the Return & Refunds process. We would normally hold onto the order during 48 hours since the order was placed on the website, before sending it to the supplier for production or dispatch if the item is marked ‘express delivery’. This is to allow for the time in case you change your mind. Beyond 48 hours it is likely the order is either placed for production or dispatched from the supplier warehouse if this is the ‘express delivery’ item.

Out of Stock Items

The majority of our items are made to order. There will be items on promotion or seasonal items, which might be out of stock because they are sold out or discontinued. We sincerely apologise for the inconvenience. You might or might not be able to buy these items at a later stage. We will notify you if the items are out of stock and whether you can buy them later. Your order might be cancelled by us if we don’t have the items available in stock or their production discontinued. Please see more details in our Terms & Conditions.

Your Consumer Rights to Return an Item

If you’ve received your order damaged (partially or in full) or you've changed your mind about keeping your purchase, you can return it. According to Consumer Contracts Regulations 2013 and further amendments in 2015 for most of the products bought online you have a legal right to change your mind within 14 days from receiving your order and are entitled to a refund. These rights are explained in more detail in these terms.
You can return the items within 30 days of receiving your order, if there is a fault or damage with the item, or you have been delivered the wrong item.
For damaged or faulty products (as well as incomplete orders or dispatched orders that don't arrive), please email our Customer Services team, and we will get back to you within 48 hours after our investigation along the supply chain. We would appreciate if you could send us pictures of the faulty or damaged items as evidence.
For faulty electronic items, please notify us in the similar way via the Customer Service email system, describing the issue, with a short video or pictures of the fault attached if possible.

Returning an Item

Please note: You will be asked to complete a return form on the website, or otherwise contact our Customer Service for any claims, order cancellations, returns and refunds.

Depending on the size of the items and our logistics partners guidance, here is how the returns are done:
  • Identify small or large items, depending how they were initially delivered;
  • For small items returns are free to our delivery partner office or hub, some might arrange a pick up;
  • All large items delivered to your home are being collected from your home.

Small Items Returns

Use if returning:
  • Peppersq.com orders;
  • Parcel must be 120x100cm or smaller and weigh less than 15kg.

How to return:
  1. Fill out the returns section on the front of your delivery note;
  2. Package your parcel securely with the delivery note inside, making sure that you've removed the original address label;
  3. Arrange free collection by appointed courier from your home. Please note that you'll need access to a printer to print off your returns label;
  4. Track your return.

Large Items Returns

Use if returning:

  • Peppersq.com orders;
  • Items weighing more than 15kg or delivered by 2 persons;
  • Home collection, two-men service
  • For heavy unwanted items (when you changed your mind, but there is nothing wrong with the product) and there were originally delivered by a two-person service, we charge a collection fee of £48 for non-mainland UK;
  • Additional collection fees apply to non-mainland UK as follows: Northern Ireland £45 Scottish Isles/Shetland £45 Channel Islands/IOM £90
  • We don't charge for the collection of damaged, faulty or wrongly delivered goods.

How to return:
  1. Fill out the returns section on the front of your delivery note;
  2. Package your item, making sure that you've removed the original address label;
  3. The delivery note should be handed over to courier service
  4. Arrange free collection by appointed courier from your home. Please note that you'll need access to a printer to print off your returns label;
  5. Track your return.

Refunds

You'll receive an email to confirm when we have received the item, after which your refund will appear in your account. This shouldn't take longer than 14 days from the day that you returned the item back to us.
Please note: Where a product has been made to measure or personalised for you, unless damaged and/or faulty, we're unable to refund or offer an exchange. If the packaging has been removed (we encourage not to remove the packaging if you changed your mind), and the item became faulty and/or damaged because the item was in use or while removing the packaging, we reserve the right to dispute the fault and/or damage claim.
When returning your item, the way you originally paid for the purchase will determine how you are refunded. We typically collect payment by credit or debit card, and we will refund the same card originally used to place and pay for the order.

Customer Service Contact Details

Customer Service email: hello@peppersq.com

Our company details are:
Pepper Sq. Ltd.
Registered office: Kemp House,160 City Road, London, EC1V 2NX

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