Frequently Asked Questions

Aldiss are committed to making your shopping experience easy, quick and convenient. That's why we have put together answers to the most frequently asked questions.

We would like to thank you for visiting www.aldiss.com and hope you enjoy shopping with us.

Ordering

How do I place an order?

Once you have decided upon the item(s) to order, first you must ensure you have specified which options you require from the available list i.e. size, colour, fabric etc. Enter the quantity (this will default to '1') and click 'Add to Basket'. From within the shopping basket, you will have the option to either 'Continue Shopping' or to 'Checkout'.

Once all items you require have been added to the shopping basket, click 'Checkout' and follow the on-screen prompts to enter your billing and delivery information which will determine the total amount due inclusive of postage and packaging. Continue by entering your payment details, marketing preferences and finally, your acceptance of our terms and conditions. All required fields will be marked with *

Upon clicking 'Confirm Order', your order will be placed and a confirmation document will display on-screen. We recommend you print this page for your own personal records. An electronic version will be emailed to the email address supplied during checkout.

Can I amend my order?

If you would like to make an amendment to your order, contact us as soon as possible either via email or by telephone on 0845 130 3388, for further assistance. Please note that once an item has gone into production with the Manufacturer or has been dispatched from our Warehouse, we will be unable to accept any amendment requests. To return the goods, please refer to our returns policy.

What happens if an item I have ordered is out of stock?

All items are subject to availability. If an item is listed on our website as 'in stock' then generally, it is available to order. However, during busy periods, we may be in a position where we cannot supply an item or there may be an unexpected delay in dispatch. If this is the case, we will contact you as soon as possible. You will have the option to cancel the order if you wish.

Where is my order?

If you wish to check the progress of a current order, you can do so by logging into 'My Account' on our website and selecting the relevant order number. Should you require further assistance, you may contact us via email or by telephone on 0845 130 3388.

Why am I unable to purchase furniture online?

We will be offering the option to purchase furniture online in due course, so please watch this space.

Payment

What payment methods do you accept?

We accept the following methods of payment:

  • Visa
  • Visa Debit
  • Mastercard
  • Solo
  • Maestro
  • Visa Electron

All payments are processed through Sage Pay.

What is Sage Pay?

Sage Pay Go is a secure payment gateway that enables businesses to accept card payments from their customers via the internet, over the phone or by mail order. Here's how it works:

  1. You select the goods you wish to purchase from our website and proceed through checkout.
  2. Your credit or debit card details are captured securely by Sage Pay.
  3. You will be prompted to enter your Verified by Visa or MasterCard Secure Code password on your card issuer's page.
  4. Our bank sends the credit card details to your card issuer who authorises or declines the transaction.
  5. Our bank then sends the transaction results back to Sage Pay.
  6. Sage Pay sends the authorisation results to you and Aldiss to confirm the results of the transaction.

Can I just pay a deposit?

We will only accept a deposit on goods with an order lead time greater than 4 weeks. We require a minimum of 25% of the price payable in these instances. All other goods i.e. those in stock need to be paid for in full at the time of placing the order.

When will payment be charged?

Payment is taken immediately but may take up to 4 working days to appear on your card statement.

How do I know my payment details are secure?

Here at Aldiss, we want you to know that we provide the best security available for the use of your credit and debit cards and personal information. We believe that fraud prevention is an essential part of a payment service which is why we use Sage Pay for 100% reassurance and peace of mind.

Delivery

What are your delivery charges?

We charge a standard rate of £4.95 for delivery of homewares orders.

Will I be charged for the delivery of each item I order?

No, you will be charged the standard rate no matter how many items are on your order.

How long will delivery take?

This is dependant upon the goods ordered. Most items will be delivered within 7 working days, but please allow up to 14 days before contacting us. You can check the progress of your order by logging into 'My Account' on our website.

Do you deliver overseas?

No, currently we only offer delivery within mainland UK.

Do you deliver to BFPO (British Forces Postal Office)?

Yes, deliveries can be made to most British Forces Post Offices. For weight limitations and mail prohibitions, please visit the BFPO website www.bfpo.mod.uk

Will I receive notification when my goods have been dispatched?

Yes, a further email notification will be sent to advise that your goods are on their way to you.

What happens if I am not at home when you deliver?

If you are not at home to accept delivery of the order, the courier/carrier will either leave the parcel in a safe place or with a neighbour if requested, or they will leave a card to advise that delivery has been attempted. To rearrange delivery, please follow the instructions on the card.

What if my order arrives damaged?

In the unlikely event that your goods arrive in unsatisfactory condition, simply pack the goods into their original packaging, enclosing the completed returns form, and follow the instructions as laid out in our returns policy.

Cancellations, Returns and Refunds

I have received my order but it is no longer required. Can I return the goods for a full refund?

We are happy to refund any item ordered on this website, in a fully re-saleable condition, if returned within 7 working days. Due to hygienic or practical reasons, some items are excluded i.e. pillows/duvets and custom made or altered items. The amount refunded will be the price paid exclusive of delivery charges.

My order has been received but it is damaged, what should I do?

Naturally we endeavour to deliver all items in a brand new condition. Here at Aldiss, we have spent many hours talking to our suppliers and couriers/carriers about packing and shipping our products so they arrive safely.

However, occasionally things go wrong. If you open your order to find that the goods are not in a satisfactory condition, please contact us either by email or by telephone on 0845 130 3388. All complaints must be received within 7 working days of delivery. You will have the option to request a replacement or receive a full refund inclusive of the delivery charge.

For more details, please refer to our returns policy.

Can I return my item(s) to an Aldiss store?

Yes, you can return your unwanted/damaged goods to one of our stores. Please ensure that you bring the order confirmation and dispatch note with you along with your completed returns form. Any refund will be processed to the same card used for payment, so please ensure you have this with you.

For more details, please refer to our returns policy.

How long will it take for a refund to be credited back to my account?

Once we have received your returned item(s), we will process a refund within 14 days. Please note that the card issuer may not display the refund against your account for a further 4 working days.

For more details, please refer to our returns policy.

Privacy and Security

How safe is shopping on www.aldiss.com?

Here at Aldiss, we take your online security very seriously. Full details of how we protect the information you provide us are given below.

When you place your order, secure server software encrypts all information you input before it is sent to us.

Your payment details are handled solely by Sage Pay. To view Sage Pay's privacy policy, please click on the following link: http://www.sagepay.co.uk/security_policy.asp

We guarantee to comply with standards laid down in the UK Data Protection Acts 1984 and 1998 to ensure that your personal information is kept secure and processed fairly and lawfully.

To check the security of our website, simply look in the bottom toolbar for the closed lock or unbroken key when you enter your payment details. This will show that encryption is active and your information is secure.

For more details, please refer to our privacy policy.

How will my information be used?

We use the information you provide us in the following ways:

  1. To administer your account and to disclose your details to our third party service providers solely for the purpose of processing your order.
  2. To inform you by post, email or other available means of our new products, services, promotions and special offers with your prior approval.

For more details, please refer to our privacy policy.

What are cookies?

Cookies are small pieces of information that are stored by your browser on your computer's hard drive.

We use cookies for the following reasons:

  1. To ensure that items are placed into your shopping basket and orders are processed correctly.
  2. To identify you as you browse around our site.
  3. To provide site usage information which, together with purchase information, will further help us improve and develop the products and services we offer.

Rest assured that no recognisable personal information is stored in the cook that can link it back to an individual.

You will need to ensure that cookies are enabled on your browser which will allow you to register your details and purchase from our site.

Should you require further information on cookies and how they are used, you can visit the following website: www.aboutcookies.org

Interest Free Credit

Do you offer Interest Free Credit?

We do offer interest free credit but not for orders placed on line. Please see in store for details.

Managing My Account

What is 'My Account'?

My Account is a personalised data bank that records and stores your information for use each time you shop. By registering, your shopping experience on www.aldiss.com is made quicker and easier as you only have to enter your details once and the will be remembered next time you shop, making the checkout process faster. You can sign up for emails and be the first to hear about all our great offers, new products, special promotions and exciting events.

What information will be stored?

Information stored within 'My Account' will be your home address, your email address, your phone number and your marketing preferences. All of this information can be easily accessed and changed at any time.

Will my personal information be stored securely?

Yes, all of the information you provide is protected using the latest encryption software. Whenever you access 'My Account', you will be asked for the password that you supplied at the time of registering. Should you forget your password at any time, you can request for this to be resent to the registered email address.

Do I have to register?

Yes, registration will take place during the checkout process. We want to make shopping with Aldiss an easy, enjoyable experience and believe that registering is the first step to achieving this goal.

I have forgotten my password, how can I request a new one?

Do not panic if you cannot remember the password you registered. To request a new one, simply click on the 'Forgotten your password' link and enter the email address supplied during registration. Your password will be emailed to you within 24 hours.

Aldiss Stores

Where is my nearest store?

Currently Aldiss has superstores in the following locations:
Fakenham, Norfolk
Norwich, Norfolk

To view more information on these stores including our opening hours, please refer to the Store Locations.

Can I return an order I purchased online to an Aldiss store?

Yes, simply take your order confirmation and dispatch note along with your item to any till point for assistance.

For more details, please refer to the returns policy.

Complaints

What should I do if I have a complaint?

Our continued success depends entirely on our customers' satisfaction with our service and on the quality and reliability of the products we sell.

Should you have any concerns or queries with the service we provide, please do not hesitate to email us or contact us by telephone on 0845 130 3388.

Alternatively, you can contact us by post. Our address details are as follows:

W J Aldiss Ltd
Oxborough Lane
Fakenham
Norfolk
NR21 8AF

Your statutory rights are not affected.

For more information, please refer to our terms and conditions.