DELIVERY & RETURNS

IMPORTANT INFORMATION PLEASE READ

Delivery

The express courier service used will only deliver to the front door of the delivery address provided. This also means that if you reside in an apartment or a block of flats, the delivery driver will deliver to the lobby of the building only, as logistic companies are not insured to enter private premises.

As we utilise a national courier service to deliver our goods we are unfortunately unable to provide an exact time for delivery as this is at the carrier’s discretion. Delivery times are usually between, but not restricted to, the hours of 08:00am and 18:00pm on weekdays.

While we do everything we can to adhere to the delivery date stated, Turquoise Online LTD cannot be held responsible for any delays in transit which are beyond our control.

Accepting delivery

Turquoise Online LTD requests that all delivery of goods must be checked upon arrival for defects, damages or shortages caused in transit. If there is any sign of damage however insignificant it may be, you must sign for the items as ‘DAMAGED’.

Goods must not be signed for as ‘UNCHECKED’ as this will void any claims made for damages.

Signing for the items without any notes will mean acceptance of the goods ‘IN GOOD ORDER’

It is very important that you check all external packaging for signs of damage, marks, scuffs, tampering or torn packaging.

Damages caused in transit cannot be claimed at a later date if your delivery was signed for ‘IN GOOD ORDER’ as your signature is acceptance of the goods being received in acceptable condition/order. Exclusion of any notes when signing for your goods upon arrival, goods will be deemed to have been accepted in good condition/order.

Notification of any issues with your order must be reported to the courier immediately and goods must be signed for as damaged.

This is absolutely crucial as we are unable to replace goods damaged in transit that have been signed for as 'Received in Good Order'.

All goods must be signed for by a person of minimum age of 18 years old.

Damage caused in transit

In the unlikely event where an item is damaged in transit and has been signed for as damaged on acceptance of delivery, Turquoise Online LTD will offer to replace the damaged item immediately.

Damage in this circumstance must be reported to Turquoise Online LTD within 3 days of delivery. Images/photos will be required from the buyer to be sent via email to help@turquoise.co.uk. This is very important as we need proof of damage to enable us to make a claim against the delivery/logistics company.

Returns

Please ensure the packaging is opened carefully and with a duty of reasonable care upon receiving the goods, as in the event of a return you will be required to seal the packaging up in the same way it originally arrived to you.

From the date of signing for your goods, you have 3 working days to notify us of any faulty/damaged or missing parts of your order. Unless this is done within the specified time we do not hold any responsibility for damages, defects or loss of contents in your delivery.

If the goods are damaged and we are unable to repair the item to manufacturing standards we will offer a replacement immediately. Furthermore please check all parts of your delivery for damages/missing parts before assembly as we will not hold any responsibility for damaged claims once the item has been assembled.

Before assembling your goods, we highly recommend that you carefully follow the instructions provided in the instructions manual. Turquoise Online LTD will not hold any responsibility for items that have been assembled incorrectly.

It is essential you keep the packaging until you are completely satisfied with your order. Returns are accepted ONLY if the item is in its original packaging.

Returns address:
Turquoise
Unit D1
Rear of London House
Thames Road
Crayford
Kent
DA1 4SL