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Terms & Conditions

ECONOMY DELIVERY IS FREE ON ALL OF OUR PRODUCTS!

Here at House of Isabella, we do not believe in customers having to pay extra on top of their purchases for delivery. That's why we have decided to take the bold step of offering all of our products with a Free UK Mainland Delivery option.

EXPRESS DELIVERY AVAILABLE

We know that many of us are restricted by time and tight deadlines. That is why, we offer an Express Delivery option for you to choose as an upgrade option. We can upgrade economy delivery to express and instead of delivery within 4-7 working day, you can expect express deliveries to reach you within 1-3 working days maximum. If on the rare occasion that we can't reach this express delivery deadline, we will refund your additional express delivery charge. You can't say fairer than that!

GIFTS & CARDS

Gifts and Cards are all usually sent via free next day delivery if ordering before noon. Please see individual product pages for more details.

Furniture Deliveries

We aim to have your products delivered to you within the reasonable time frame of between which is stated on the product page, typically 4-7 working days for FREE Economy Delivery, but you can upgrade to Express delivery should you need your order sooner (typically 1-3 working days maximum)

At any one time, we can have anywhere up to 2,000 products on our website and although many items are in stock, we also place stock on back order with our suppliers and manufacturers.

Delays in this instance will be fully communicated and if you require a more specific time frame, please feel free to contact us before placing your order.

For larger heavier items, customer assistance may be required to help the driver and delivery is strictly to ground floor only for insurance purposes.

We ask that when receiving a delivery to check the items before the delivery driver leaves, to be able to return your delivery in the rare even of damage.

Our delivery team will contact you to ask for a convenient date for delivery and in most cases the delivery can be specific to AM or PM and informed by email or text message. Deliveries will only be available during the working week Monday - Friday unless in special circumstances where arrangements can be made at additional cost for a weekend delivery. This however is not always available. Please make sure you can be available to take delivery of your product or input an address for delivery where someone can be present i.e. a work address or relative/neighbour.

Please always inform us if you are going to be unavailable on the suggested delivery date, and we will endeavour to arrange a suitable alternative. Failed agreed deliveries may be subject to re-delivery/cancellation charges.

RETURNS

If you are not fully satisfied with your purchase, for whatever reason, you have 14 days from the date of delivery to contact us to return your order. All items being returned much be pre-arranged, and either organised to be returned by yourself, or by us (for a standard charge), and items MUST be in their ORIGINAL PACKAGING and in a re-saleable condition. Once received back at our returns depot, a refund will be issued.

Pleas note that made to order items are non-refunable

DAMAGED OR FAULTY GOODS

In the unlikely event of your purchase turning up faulty or damaged, then you must report this to us within 48hours of the delivery being signed for.

We strongly suggest that you inspect the item as best possible before signing for the item. That way if you are not happy, our delivery team will take away the faulty or damaged goods immediately.

If your goods are faulty or damaged, we must receive photographic evidence by email. House of Isabella will refund postage costs on faulty or damaged goods once the damage or fault has been inspected and verified by our team back in our warehouse.

PRE-ORDER DEPOSIT & ORDER RECONCILE

on the odd occasion when we sell out of a product, but have stock coming back into us, we offer customers the chance to purchase via a pre-release on our website. The date that items are due back into stock is an estimate only. When placing a pre-order, you are placing a deposit for when the items come back into stock. This deposit is then deducted from your final invoice which is a link sent via email to complete payment in full. This link is normally sent a few days prior to items becoming available as to not delay dispatch. Please note, that due to demand for products, and often limited  storage availability, we can only hold items for a period of 7 days after initial contact from us to the customer has been made to reconcile the order.

Pre-order Deposits

All deposits received are;

  •  Non transferable to other purchases or models
  •  Non refundable if you cancel your order
  •  Non refundable if you fail to pay the balance of the pre-ordered models within 7 days of receipt of notification.
  •  Refundable if we cannot supply you with the model Pre ordered due to an allocation by the manufacturer.
  •  Refundable if the model is cancelled by the Manufacturer.
  •  Refundable If the model has not been released from 9 months of your Original order date and you wish to cancel.

When you receive notification of your pre-order coming into stock and you no longer require the model you pre-ordered, please notify us via email or phone within 7 days. Failure to notify us after 3 separate occasions will result in cancellation of all current outstanding pre-orders. We are not obliged to refund the deposits paid on the outstanding pre-orders. Refunds are made at our discretion.

Please note:

Quite a large amount of our furniture is 'antique reproduction' furniture and has been deliberately and professionally distressed and aged for an authentic look. With this come imperfections and fading as part of the design process. These are deliberate effects to the styling of the furniture. Please also be advised that colours may vary slightly from the colour tones shown in the pictures contained within our website due in part sometimes to differing viewing screens and internet browsers.

The limitations of the printing process and reproduction of images on a website may cause a slight variation in colour. Every reasonable care has been taken to ensure the reproductions are as accurate as possible. Descriptions on the website are approximate only. Due to the nature of the products and their manufacture, there may be variations in material, colour, size and finish.

Failed Delivery Attempts
Please note that should a delivery be booked in with our delivery team and the delivery fail due to customer not being present, we reserve the right to withhold the item and charge a 20% restocking fee along with a return visit fee. We only allow free economy delivery on our 1st attempt. Please make sure a mobile telephone number is given so that our delivery team can contact you in advance.

Payment & Security

Our Payment Service Provider is Sage Pay (formerly Protx) - the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay's utmost priority to ensure that transaction data is handled in a safe and secure way.

Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.

Sage Pay is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.

Sage Pay is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.

In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.

So when buying through our site, you can be sure that you are completely protected.

More information about shopping securely with Sage Pay can be found at www.sagepay.com/shoppers.

Credit card security is provided by our secure gateway Level 1 PCI DSS. All credit card numbers are encrypted using 128 bit encryption and information is protected using Dynamic SSL technology. They are only encrypted once they reach our computer. They are not held in clear text on any website.

Tax

All items will be charges at 20% Tax unless specified.

Non UK-Mainland Delivery

Please note, Non UK Mainland deliveries such as to N.Ireland, Isle of Man, Isle of White and Scottish Highland areas will incur a surcharge of £25