I placed my order and haven’t heard from Heritage Mountain, why is this?
It is not the usual practise for us to contact you until your order is ready for delivery. At which time, our home delivery service will telephone you to arrange at suitable day for delivery. We do ask that you be patient and ensure the anticipated dispatch time has elapsed before chasing up you order. Please refer to our “Product Lead Times” page for anticipated dispatch times. Should you have any delivery specific questions once your order is dispatched, please feel free to call our couriers on 01695 556671
Is online shopping safe?
None of the customers who have shopped at Heritage Mountain have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet.
If you still prefer not to send your credit or debit card number over the Internet you can place your order over the telephone by calling 0161 408 4898.
What methods of payment do you accept?
We accept PayPal, Visa debit and credit, MasterCard, Switch / Maestro.
What if I have a complaint?
We are determined to provide the easiest and best way to buy furniture online, and we are not satisfied unless all our customers are delighted with their purchase and their experience of shopping at Heritage Mountain. In the unlikely event that you do not enjoy your experience of shopping with us, please tell us by email info@heritage-mountain.com. We will acknowledge your complaint within one working day and will do our very best to resolve it speedily as possible. Where a complaint has not been resolved within one week, you will receive weekly updates on its progress.
Delivery
How much is the Shipping and Handling Charge?
All shipping is free of charge in the mainland UK.
When can I expect my order to arrive?
All product dispatch dates are quoted within the product listings, please bear in mind that these dates are for the product to be dispatch to our home delivery service.
Our delivery lead times are between 5-10 business days from collection from the warehouse. Our delivery service will be in touch as soon as they collect your order from the warehouse.
Please note that we endeavour to be as accurate as possible with our quoted delivery dates and the majority of pieces are delivered either on-time or before the stated date. Very occasionally due to the nature of our business (many items are imported), and because stock levels change so quickly, it is possible that delivery dates may vary due to circumstances beyond our control, for example, being held up at customs, damage during transit, etc. In this event, we will endeavour to keep you informed to the best of our knowledge, but cannot be held liable for losses incurred. Refunds are not offered for late deliveries unless the original delivery date is exceeded by 40%.
What happens is I miss my arranged delivery?
It is the responsibility of the customer to ensure that they are available, or have made the necessary arrangements to accept the delivery on the arranged delivery date. If our home delivery service has to make a second attempt to deliver, a second delivery charge will apply.
Why is it so important that I give you my telephone number?
Our home delivery service will phone you to arrange delivery, they do not email customers.
Do you ship internationally?
For order placing in the USA, please refer to our sister shop www.heritage-interiors.com
Furniture
Are furniture dimensions accurate?
The majority of our furniture is hand crafted and as a result, all sizes are offered as a guide only. However, more often than not sizes quoted are exact.
Are the colours in the photos exact?
It is virtually impossible to accurately portray the actual colour of natural wood in a web picture, due to differing resolutions and natural variations from batch to batch.
However we do endeavour to give the best portrayal of colour, but we cannot accept colour or shade differences occurring from piece to piece as faults.
Please view the link below to see finishes;
http://www.pdglobal.co.uk/flash/finishes_PDGLOBAL.swf
Why do some items become discontinued?
Unfortunately from time to time our suppliers may discontinue certain items of furniture for various reasons and without notice. We have no influence or control over this happening, and as such apologise if a discontinuation of an item has caused problems.
Should you have any additional questions we would be more than happy to discuss them with you - contact us!