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"All of our items are hand wrapped (within reason) to make the perfect gift for any special occasion!"
"Delivery is free on all orders within mainland UK so the price you see is the price you pay!"
"We use SecPay to process your credit card details and use all the latest fraud prevention methods so you can shop with total confidence!" |
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Welcome
Ordering Information
Order Acknowledgement & Confirmation
Product Availability
Cancellations and Amendments
Your Order Status Explained
FAQ's
Contact Us
Despatch & Delivery
Returns, Refunds & Exchanges
Damaged on Arrival
Your Right to Cancel |
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Welcome to Polly Customer Services Information.
If you are having difficulties placing an order online, you can contact us on 01451 824345 between 9.00am and 5.00pm (UK Time) weekdays, or outside of these hours, leave your contact details including your contact telephone number and we will contact you to place your order over the phone.
You can request that we call you back or you can leave a message and we will call you back. If you have any other queries, please use this section of the website to find your answer.
At Polly, we want to make every effort to ensure that your shopping experience is as hassle-free as possible. It is one of our main aims to provide our customers with the best customer service available online.
We believe that this means answering your queries quickly, accurately, and to your satisfaction, as well as providing all the standard customer assistance and protection that you would expect if you were buying from a High Street store.
Our aim is to make your shopping experience as convenient and rewarding as possible. If there is anything you are looking for that we do not currently display, please let us know and we will endeavour to locate it for you. We are always very interested in your comments and feedback.
The Polly Customer Service Team endeavours to supplement and improve this section in order to provide up to date and relevant customer assistance.
Customer Services Telephone No: 01451 824345
Customer Services Email Address: assistance@polly-online.co.uk
Customer Services Postal Address:
Polly,
The Old Office,
Fosseway,
Bourton on the Water,
Cheltenham,
Gloucestershire,
GL54 2EY.
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This website, polly-online.co.uk, at this time, can only accept payment in pound sterling. We accept all major credit and debit cards. Should you wish to pay by cheque you may do so by sending your cheque and item description/code to the following address. However, orders placed this way will not be despatched until the cheque has been received and cleared through our account. Card payments will be debited as soon as we are able to confirm all items are available for despatch and appropriate verification checks have been made.
Cheques should be made payable to Polly and sent to: - Polly, The Old Office, Fosseway, Bourton on the Water, Cheltenham, Gloucestershire, GL54 2EY.
You may wish to make a call in advance to discuss this option. Please don’t forget to include all necessary information such as contact details, delivery address and information on what it is you would like to order as well as quantities and any other variables the product may have.
Non-acceptance of an order may be a result of one of the following:
• The product you ordered being unavailable from stock.
• Our inability to obtain authorisation for your payment.
• The identification of a pricing or product description error.
• You not being eligible to order for any particular reason of which we reserve the right to choose whether or not to disclose this information to you.
You will be notified if your order is not accepted.
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An email will be sent to acknowledge your order; this is not an order confirmation. Please keep this for future reference, should any correspondence be necessary regarding your order. Please also check that all the items and quantities listed are as you intended. If for any reason you do not receive this email, please contact assistance@polly-online.co.uk so that we may confirm your order has been placed and identify any technical difficulties that may have arisen. Order confirmation will be emailed to you once your order has been checked and accepted.
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Goods will normally be despatched within 1-2 weeks of receipt of your order. However, we generally aim to have them despatched within 3-4 days. Should for any reason your order be likely to take longer than this, we will contact you. When multiple items are included in one order, the order will be despatched once every item is available. In the unlikely event of an item being temporarily out of stock, we will contact you as soon as possible to either confirm this action or amend the original order accordingly. Remember, your order Acknowledgement is to confirm what you would like to buy; your order confirmation is to inform you that all goods are in stock and your payment method has been verified.
Made to order items will be indicated as such and carry their own manufacture and delivery timings within the product description.
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As we aim to despatch your order as quickly and efficiently as possible. Any cancellations or amendments i.e., quantities of goods or change of delivery address, should be emailed to assistance@polly-online.co.uk and received before you have received an order confirmation. Once an order confirmation has been emailed to you by us, arrangements will more than likely have been made for the delivery of your order and it may already be packaged ready for despatch. If you are too late to cancel the order, then please return the goods to us once they have been delivered. Information on how to do this can be found in the Returns and Refunds section.
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1. Order Placed
2. Order Being Processed
3. Order Being Packaged
4. Order on Hold
5. Out of Stock
6. Order Despatched
7. Order Complete
8. Order Cancelled
Once you have placed your order, you will be able to select 'Order Status' at the top of any polly-online.co.uk page to get an update on your purchase. To access these details, you enter your email address (the one you used when you made the purchase) and your Order Reference (shortly after purchase, you will have received an email with this in).
1. Order Placed
This means we have received notification of your order and that authorisation has been requested on your credit card (this does not mean that your credit card has been debited yet though). Acceptance of your order is in progress.
2. Order Being Processed
This means that we have accepted your order and that we are checking the stock situation with the goods you have ordered. Administration is being fulfilled and our packers will be locating and collecting your goods ready to be processed.
3. Order Being Packaged
We make every effort to check the quality of the parcels we send out before they are shipped and to see that they are correctly and appropriately packaged and addressed for the customer. Until we are certain of this quality, your goods will remain "Order Being Packaged".
4. Order on Hold
This means that although we have accepted your order, there are queries relating to your payment details. This means that we can still process your online order, but are required by the bank to verify your details over the phone for security purposes. There will be a delay in fulfilling your order unless you contact customer services to confirm the security checks. The best way to ensure that your order avoids this step is to fill out all the relevant fields on the payment form correctly and to ensure that the billing address details match exactly those of the card you are using. Until we can be sure of the security of the card details, your order will not enter our fulfilment cycle.
5. Out of Stock
This means that we have accepted your order, but that we are awaiting a delivery of the goods that you have ordered. We are making every effort to locate the goods from our suppliers. If you have any queries about your backordered item(s), or are unprepared to wait for the goods to arrive with us, please contact us. We are available between 9.00am and 5.00pm weekdays on 01451 824345. Every effort is made to update the website for goods which are no longer available or discontinued.
6. Order Despatched
This means that we have located, checked, packaged, and delivered your goods to our carriers, for onward delivery to you.
7. Order Complete
This means that we have located, checked, packaged, and delivered your goods to our carriers, for onward delivery to you. After a predetermined period of days, we have had no immediate feedback as to any problem, and have therefore completed this order.
8. Order Cancelled
Your order may be cancelled in exceptional circumstances, should the item you have ordered no longer be in stock and also become unavailable to us from our suppliers. In these circumstances, we make every effort to offer you an alternative that will be acceptable to you. Naturally, if it is not, then a full refund will be provided.
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Q1. Is it safe to enter my card details when ordering at polly-online.co.uk?
A. Yes. We use Secpay and any sensitive data is encrypted so that nobody can read it.
Q2. Do you deliver outside mainland UK?
A. All prices Quoted are free delivery within mainland UK, however we will be happy to quote for delivery to other destinations if you contact customer services on assistance@polly-online.co.uk.
Q3. Where¹s my order?
A. You can track you order by visiting My Account. Alternatively, you can email us at assistance@polly-online.co.uk. Note: Your order will be dispatched when every item is available. We will email you to let you know when it has left our warehouse.
Q4. I have ordered more than one item, when should I expect to receive them?
A. Your order will be dispatched when every item is available. The dispatch time will be that of the item with the longest availability. We will email you to let you know when it has left our warehouse.
Q5. When will you debit my account?
A. You will only be debited when your order is ready for dispatch, apart from when ordering bespoke items that are made to order in which case you will be debited before the item can be produced on your behalf.
Q6. I want to place an order for a gift. Will the value of the goods appear on the packing slip?
A. No.
Q7. Do you offer a gift wrapping service?
A. Yes, everything comes gift wrapped, within reason, obviously none of the furniture does, otherwise you will be advised within the description if an item is likely to arrive in standard packaging.
Q8. Can I get an invoice for my order?
A. Yes. Please email assistance@polly-online.co.uk quoting your name, customer number or order number and we will post an invoice to your billing address.
Q9. How do I cancel my order?
A. Email assistance@polly-online.co.uk immediately. If the order has
already left our warehouse you will have to follow our Returns & Refunds policy (see terms & conditions).
Q10. What if I¹m not in when you deliver?
A. As stated in our terms and conditions, it is your responsibility to enter a delivery address where someone will be present to receive the goods. Polly will not be held responsible for any charges that may arise due to non delivery.
Q11. How do I return an order?
A. Please see our Returns & Refunds policy within the terms and conditions.
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Our office hours are Monday to Friday, 9:00am to 5:00pm.
You may contact us at anytime during office hours, via the details below:
Polly
The Old Office
Fosseway
Bourton on the Water
Cheltenham
Gloucestershire
GL54 2EY
Tel: 01451 824345
Email: polly@polly-online.co.uk
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All items are gift wrapped and packaged accordingly.
Please indicate any special message you may have in the 'Additional
Information' section whilst ordering.
All items are delivered free of charge to any mainland UK address. Should
you wish for any items to be sent to any where other than mainland UK please
email assistance@polly-online.co.uk or call 01451 824345 and we will be
happy to quote on an individual basis. Additionally you may wish to receive
your goods via special delivery in which case please call customer services
to arrange this. We use a variety of carriers and will use whichever is most
suitable according to the content. You are welcome to call us with your
personal arrangements, should you so wish.
Goods will normally be despatched within 1-2 weeks of receipt of your order,
However we generally aim to have them despatched within 3-4 days. Should for
any reason your order be likely to take longer than this, we will contact
you. When multiple items are included in one order, the order will be
despatched once every item is available. In the unlikely event of an item
being temporarily out of stock, we will contact you as soon as possible, to
either confirm this action or amend the original order accordingly.
It is your responsibility to enter a delivery address where someone will be
present to receive your order. Polly will not be held responsible for any
extra charges that may arise due to failure of delivery.
If your order is a gift, we are happy to deliver to your intended recipient.
However, we do recommend you inform them in advance to ensure someone will be
there to receive the order, avoid confusion or refusal of receipt. Please
also indicate your intentions in the 'Additional Information' section whilst
ordering so that we can amend the packing slip to not include any prices.
We will make every effort to ensure your package is delivered professionally
and conveniently, however sometimes regrettably delays may occur that are
outside of our control.
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Returns Procedure and Order/Contract Cancellation
As an Interior Design led company we understand that colour varies from monitor to monitor.
We offer a ‘no quibble’ money back service should the goods you ordered not meet your initial expectations.
Notification of your intention to return goods must be made as soon as possible, but no later than a week after receipt of the goods; you may do this by telephoning customer services. The goods must be returned and received by us in good condition no later than two weeks after you initially received them along with the original packaging. No refund will be made until we receive the returned goods. Postage charges to return the goods are your responsibility. We may or may not ask you for your reasons of returning the goods as our ongoing mission to improve our customer experience, products and services.
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Any damaged goods must be reported to customer services within 24 hours of receipt. Failure to report damages within 24 hours will invalidate any claims, entitlement to replacement goods, or entitlement to a full credit.
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If you wish to exercise your right to cancel this contract prior to order despatch, contact Customer Services on 01451 824345 preferably within one hour of placing the order, otherwise before you receive you order confirmation.
Please note that your right to return products does NOT apply to Goods made to your specification (made to order furniture items)
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