FAQ

Order Queries

Where is my order?

You are able to track your order by logging into your account. Once you are logged in you will see the screen shown below:

Click onto ‘Orders’ and a list of your current and previous orders will appear. To access your order click ‘View’. Next to your current order a delivery status will show one of the following:
Received: Your order has been received.
Processing: Your order is being processed ready for production.
Shipping: Your products are currently out for delivery.
Completed: You should of received your order.

My order hasn’t arrived – what should I do?

If your delivery has not arrived by the delivery date you were given, log into your account on our website. Click on ‘My Orders’, then enter your tracking code. This enables you to track your order and see the delivery status of your product. If you have any further queries please contact the customer service team via email: sales@roomsbyme.co.uk or on our online chat.

I haven’t received any order confirmation?

You can check your previous and current orders online by going to your account, shown below:

Click ‘Orders’ then click on ‘View’ under the heading Actions and this will show your order details and contact details. Please ensure your contact details are correct, especially your email address. If this is incorrect please edit this for future orders by going on your account and clicking on ‘Name & Email’. However, we will be unable to change the email address on the current order(s) but we are able to provide you with any details regarding you order if you Contact Us.

I haven’t received all the items from my order

Please check your shipping confirmation email to ensure all the products were being delivered the same day. If you do not have your shipping confirmation email, you can view the order details by logging into your account and clicking on ‘Orders’. This will show your orders with your latest delivery information present.

 

My order is later than expected – what should I do?

Firstly, we apologise for the inconvenience. We have a close relationship with our manufacturers and we work together to ensure our delivery times are accurate to avoid delays. However, if there is a delay on your order we will inform you as soon as we are aware of the situation. If your order is delayed and you haven’t been notified, log in to your account and click ‘Orders’.

This will give you an update of your delivery information and show the delivery status of your product(s). If your order is showing shipped and you haven’t heard anything from your courier, Contact Us and we will resolve this for you.

Do you accept large trade orders?

Yes we do. You can get in contact with us via our online chat or contact us page and we will be happy to discuss it with you.

I’ve received the wrong product, what should I do?

We apologise for our mistake. Please contact us via our Contact Us webpage or our online chat. We will need details of your order and the product you have received and we will rectify the problem for you.

Product & Stock

What is express delivery?

Certain products on our website are available for express delivery, meaning the products will be dispatched from us within 2-10 working days.

Does my product have warranty?

Currently, we do not offer warranty on all of our products. All products go through a number of quality tests and are manufactured to a high standard, keeping product developing faults to a minimum. However, some of our products will come with a 12 month warranty. If this warranty applies to your product it will specify on our Terms and conditions page and we will be more than happy to amend the issue. *Please note you can purchase extended warranty with some of our products, this will be specified on the individual product with a price plan for you to choose from.

Can I buy extended warranty on my product?

You can purchase extended warranty with some of our products, this will be specified on the individual product page with a price plan for you to choose from.

I’ve received the wrong product, what should I do?

We apologise for our mistake. Please contact us via our Contact Us webpage or our online chat. We will need details of your order and the product you have received and we will rectify the problem for you.

Delivery

If I order more than one item will they be delivered together?

We try our best to get your items delivered together. However, if the items have different carriers and lead times, this could be a bit of a struggle. If you would like to check when your orders are being delivered, visit your account, ‘Orders’.

This will give you a update of your delivery information and show the delivery status of your product(s).

Can I change my delivery address?

Your delivery address can be changed as long as the product has not been dispatched. You can log in to your account and click ‘Addresses’.

This will show you the address your current orders are being delivered too. To update your delivery information for future orders click ‘Edit‘ in the shipping address box. Please note if your order has already been dispatched, Contact Us and we will be able to help you with your query.

What happens is the carriers lost my parcel?

Firstly, we apologise, it is a rarity things like this happen. However, if this issue does occur please get in contact with us via the contact us page and we will get the problem resolved for you.

Do I have the option to add additional delivery instrustions to my order?

Yes. You can provide any additional information which may help our courier when delivering your product(s). There’s an additional box for any  extra delivery information, you may complete this before processing your order. This box is shown below:

I’ve tracked my parcel, it says it’s already been delivered, what should I do?

Firstly we apologise, it is a rarity that things like this happen. The most common causes of the issue is there’s either a fault in the IT tracking system or the courier has left your parcel with a neighbour. However, if this issue does occur please get in contact with us via the contact us page or online chat, we will get the problem resolved for you.

How do I contact the delivery company?

We will send you an email when your order has been dispatched. This email will include the couriers company details.

If you have lost this email, login to your account and you will be able to see if the courier has your product as it will say shipped. If you have not received this email please contact us and our customer service team will look into this for you.

How much do you charge for delivery?

Free Standard UK Delivery over £40

• FREE delivery applies to standard orders of £40 and over to UK addresses.
• Standard delivery is only £5.00 for orders under £40.
• Estimated delivery is between 2-5 days.
• When you check out we will provide an estimated delivery date for your order.
• Deliveries take place between 7am and 8pm, Monday to Saturday.
• Our delivery estimates do not always apply to remote areas.

For further information please visit our deliveries page.

How long will it take to deliver my product(s)?

The delivery date will be specified on your checkout. The date will be product dependant but will usually be between 2-5 working days from dispatch.

How will my product(s) be delivered?

We use Royal Mail and the delivery should happen within 2 working days of dispatch. Please note you will not receive a time slot so if your parcel is delivered and you are not in to collect it, a card will be left and you’ll be able to collect your parcel from your local post office.

 

Do you deliver to Europe?

Yes, but there will be different delivery costs. Please get in contact with us via our contact us page or online chat and we will discuss the additional charges with you.

Payments & Promotions

How do I use a discount code?

Enter the discount code on your basket page by entering the code into box saying ‘Coupon Code’ then click ‘Add’.

NOTE: Multiple discount codes can not be used, also the code you are entering could have a minimum spend (this does not included delivery charges) more information can be found in the Terms & Conditions.

How can I add another payment card to my account?

When paying for your next order, you can save your new card details at the checkout. Just click ‘Save My Card For Future Payments’.

Can I delete a payment card saved on my account?

Yes you can delete a payment card you have saved to your account. You can do this by going onto your account details, click payment methods and then delete. If you want to add a new card as your payment method you can also do this here.

Can all types of card be saved to your account?

Yes, you can save Visa, MasterCard or American Express.

Can I pay for my products via cheque or puchase order?

Unfortunately, we are unable to accept cheque’s and purchase orders as a payment method.

How do I enter a Gift Card code?

At the bottom of the Your Basket page, there is a field where you can enter your Gift Card code to apply it to your order. Please enter it in the Coupon Code field shown below:

 

Do you sell Gift Cards?

Yes we do. Simply visit our Gift Card page, select an amount, add it to your basket like you would a normal product and then proceed to our checkout.

What payment methods can I use to makes a purchase?

**We accept Visa Debit, Visa Credit, Mastercard,

Is the website secure?

Yes our website is secured using an SSL EV certificate, all the information sent between yourself and Rooms By Me is encrypted for maximum security. You privacy and security is our priority as we want you to feel you can shop online with great confidence. For more details visit our Privacy & Cookies page.

 

 

Returns & Refunds

When will I receive my refund?

The refund should appear roughly straight away, but this can be dependant on who you bank with and what type of card you purchased the product(s) on. For further information visit our returns and refund page for more information.

Can a refund be credited on to a different card?

Unfortunately, the law states any refund must go onto the card that was used to make the purchase. However, if the refund has been declined, alternative card details can be taken once we have got in contact with you.

How can I cancel my order?

Cancelling orders is only applicable for certain products (tablet stands). As long as your order has not been dispatched, you are able to cancel your order at anytime. To do this go to your account click ‘My Orders’ and cancel.

For any other products (cushions) you can not cancel your order as these are bespoke products made to order.

How will I be refunded?

The refund will be credited to the same card that you used to pay your previous order on. If the refund is declined, we will contact you within 30 days for alternative bank details.

When can I return my product?

12 Month Warranty (ALL products)

If any of your products become unfit for purpose because of quality or damage (does not include wear and tear) then please contact us to discuss the possible options, making reference to your order number and contact via our online chat or email (sales@roomsbyme.co.uk). The options may include, replacement of the outside cover or inner case or a full replacement.

30 Day Money Back Guarantee (tablet stands ONLY)

We believe our product will be suitable for you and you will love our variety and versatility of products. However if you are unhappy with your product we can issue a full refund if you are not content with the quality or presentation of the bean bag stand.

You must ensure you inform us within 30 days of your purchase making reference to your order number, either via our online chat or email (sales@roomsbyme.co.uk).

NOTE: Please ensure the item is in the same condition as when you received the product before returning and repack your product for our couriers to collect. We will need to approve the return before processing the refund which will take up to 48 hours after receiving the product back.

What do I do if my product is fautly or damaged?

We apologise for the inconvenience, it is a rarity this happens. However, we are happy resolve the situation if you send an email to us containing images of the faulty/damaged product. From here we will advise the best solution, a refund, replacement or repair options.

 

Can I add items to an order?

Once an order has been placed items can not be added to an order. If you would like to purchase any additional items you will need to place a new order.

Can I remove items from an order?

Unfortunately, you can not remove any items from your order once it has been placed. However, once you have received your product(s) you will need to follow our returns policy for unwanted items.