FAQ

ORDERING

+ Where is my order?

Please keep an eye out for your order confirmation email, which will be sent to you as soon as your order is despatched. This will contain tracking information and details of the logistics company we use. You can use this information to track you order status online.

Haven’t received your tracking information yet?

Please also check your junk mail box as emails can get caught up as junk sometimes.

If you still can’t find it please contact us.

help@turquoise.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ How can I track my order?

A confirmation email will be sent to you on the same day your order is despatched. This email will contain tracking information and details of the logistics company we use. You can use this information to track you order status online.

Haven’t received your tracking information yet?

Please also check your junk mail box as emails can get caught up as junk sometimes.

If you still can’t find it please do contact us.

help@turquoise.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ How do I change my order?

Please contact our customer services and a member of the team would be happy to amend your order.

help@turquoise.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ How do I cancel my order?

Sorry its not worked for you.. We’d like to hear about what went wrong and If there is anything we can do to to help please let us know.

email us or speak to us and we would be happy to help.

help@turquoise.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ The item I want is out of stock, can I pre-order this for when it is back?

Yes. email us with your request and we’ll put a note on our system for for a member of the team to contact you when the item is back in stock.

Just to note, we won’t take your money upfront for it and you can pay for the item when its back.

help@turquoise.co.uk

+ Which payment methods do you accept?

We accept all major credit cards and PayPal. You can make payment through our safe payment gateway checkout or over the phone – whichever suits you.

To place your order over the phone please call 01322 837 685.
Lines are open from 9:30am to 5:00pm.

+ How can I contact you directly?

You can call us on 01322 837 685.
Lines are open from 9:30am to 5:00pm.

Don't like to talk? You can contact us via email at help@turquoise.co.uk

+ Can I place an order over the phone?

Yes of course. Please call our sales team on 01322 837 685 and we’d be happy to help process your order over the phone.

Lines are open from 9:30am to 5:00pm.

+ Do you provide a VAT invoice?
Yep, we can provide VAT invoices. Please e-mail our accounts department with your request.

accounts@turquoise.co.uk

DELIVERY

+ When will my item be delivered?

Most of our products are delivered within 24 hours after despatch - unless otherwise stated. We put a lot of work into getting the products to you as quickly as possible.

If you have already purchased, delivery details for your order can be found in the order confirmation email sent to you.

+ How long does delivery take?

We are able to despatch most of our items within 24 hours of order - unless otherwise stated. Despatch times may vary for some items due to their size and weight.

Most of our products are despatched via express couriers services, which usually deliver within 24 hours after despatch.

+ Which areas do you deliver to?

We deliver anywhere within the mainland UK area for free.

However, additional delivery surcharges do apply to the following Northern Ireland, island and rural postcodes:
AB, DD, EX, IP, KA, KY, LD, MR, PH, SA, TQ, TR, BT, HS, IV, KW, LL, PA, PL, ZE
If you do live in any one of these postcode areas please do contact for an accurate delivery quote.

help@turquoise.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ Can I select a day of choice for delivery?

Most of the times we can arrange for your order to be delivered on a particular day during the week. However this is not a guaranteed service and is at the third party couriers discretion.

Unfortunately we currently do not offer a weekend delivery service.

For further assistance regarding special arrangements please contact our sales team on 01322 837 685.
Lines are open from 9:30am to 5:00pm.

+ Can you deliver my order above ground floor?

Unfortunately our couriers will only deliver goods to the ground floor level.

+ Can I pick up my order up?

Unfortunately we do not have facilities to offer a pick-up service.

+ I missed delivery. What can I do?
The couriers will generally leave you a ‘We have missed you’ card through the letterbox which will have details of the re-delivery options.

We recommend you call the couriers directly to make arrangements for re-delivery.

Don’t worry if you have missed the couriers as they will attempt delivery 3 times before they decide to return the item back to us.

RETURNS

+ What is your returns policy?

Returns are accepted within 7 days of delivery. All items are to be returned in original packaging and in re-sellable condition.

We are unable to accept returns on assembled items.

If there is a fault or defect with the product we are able to provide spare parts on request.

For further details please read our 'Terms & Conditions' and 'Delivery & Returns’ policies.

Trouble arranging a return? Let us know and we can help arrange this on your behalf.

Please direct all return related issues via email to customer services.

help@turquoise.co.uk

We promise our experienced customer service team will help make the returns process as smooth as possible.

+ I have a problem with my order. What should I do?

We are sorry there is a problem with your order. Please contact our customer services and a member of the team will be happy to help.

help@turquoise.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ Goods were damaged in transit. What should I do?

Please email our customer services at help@turquoise.co.uk with details of your order and a brief description of the damage.
Please also attach images showing the damage to the product and the cardboard packaging, as this will be required for us when filing a claim with the couriers.

In certain cases we may be able to offer replacements for damaged parts.

We promise our experienced customer service team will do whatever they can to assist with the issue.

For further details please read our 'Delivery & Returns’ policies.

+ How do I return goods I no longer want?

Please contact our customer services department via help@turquoise.co.uk with a brief description of the reason for your return.

Our customer services team will help assist with the returns procedure, specific to your request.

Our returns address is:

Turquoise
Unit D1 (Rear of London House)
Thames Road
Crayford
Kent
DA1 4SL

Returns are accepted within 7 days of delivery. All items are to be returned in original packaging and in re-sellable condition.

We are unable to accept returns on assembled items.

If there is a fault or defect with the product we are able to provide spare parts on request.

For further details please read our 'Terms & Conditions' and 'Delivery & Returns’ policies.

Trouble arranging a return? Let us know and we can help arrange this on your behalf.

help@turquoise.co.uk
01322 837 685
Lines are open from 9:30am to 5:00pm.

+ When will I receive my refund?

Once we receive the returned goods your refund will be processed .

If you have not yet received your refund please e-mail our customer service team at help@turquoise.co.uk.