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FAQs

Payment

 

What payment methods can I use?

Payment can be made through our secure and trusted WorldPay checkout using Visa, Mastercard, American Express, Apple Pay, PayPal and Shopify Pay. You can also create an account and save your payment details for a fast and easy checkout on your next visit.


I am having issues paying online, is there another way to complete my order?

In the unlikely event that you experience issues with processing payment for your order, you can call us on 020 7704 1999 and we will happily complete the transaction over the phone for you.

 

 

Orders

 

What if I cannot find the item I want?

We have an extensive selection of products on display in our two North London showrooms, some of which may not be available to buy online. If you have seen a product in-store or would like a particular item which you do not see, please get in touch, as we may be able to source the item you are looking for, or we can send a custom basket to you with items that are not listed online.


What if I want an item in a different fabric or colour?

Our upholstery items are often available in a wide range of fabric grades and colours. We can usually send out small swatches (around 5cm) of fabrics you are interested in so you can decide at home. We also have all colour options available at our Barnsbury Hall showroom. You’re welcome to come and browse these during our opening hours.


Are my items in stock?

If an item is not in stock, a lead time will be shown just above the Add to Basket button. We are dependent on our suppliers and their shippers for delivery of out of stock or custom-made items, and lead times can change. The Coronavirus pandemic has had an impact on supply chains and production, due to extra safety measures and absences.

If we find that an item that was showing in stock is no longer in stock, we will contact you to update you with the expected lead time, an alternative item, or the option to cancel your order. 


I am buying a gift; can you send my order to another address?

If you are ordering a gift online, we can arrange for this to be delivered directly to the recipient. Please enter the delivery address on the checkout page and add a note that it is a gift so we can remove any price labels. You can also add our gift-wrapping service to your order, and we will wrap and deliver it to their door. Leave a message in the notes of the order, and this will be printed on a  gift receipt, to be sent with the order.


Can I claim back VAT on my purchase made online?

Our receipts show a VAT total, which you can use for your records. If you are taking a product overseas through customs, we can provide you with a VAT refund form to complete so you can give it to customs, so they refund a proportion of VAT. 


What do I need to prepare for an access check?

It is the customer’s responsibility to make sure that the item they are purchasing will fit through the access doors and corridors and into the chosen room. Aria strongly recommends that an access check is made by our delivery team to guarantee that the item is suitable for the space. Access checks can be carried out within the London area, at a cost of £42, however, this cost will be deducted from the value of the item if the access check is successful.

Please ensure we have the correct address and contact telephone number for the person who will be in the property on the selected day. At present, we ask customers to know in advance location of where furniture will be placed and to adhere to new social distancing regulations throughout the access check.

 

 

Delivery

 

How long will my order take to be delivered?

We use several delivery services to cover the wide range of products we have. Small parcels will be sent via Royal Mail 2nd class delivery which usually takes around three days. Larger parcels will be sent with a courier, so should reach you within two working days. For larger furniture items, we will let you know the expected lead time when it is confirmed. Delivery will be arranged with you when it arrives in stock.


What if I have not received my order?

Couriers and postal services are taking longer to deliver during the coronavirus pandemic and around Christmas time. Please let us know if you have not received delivery of your order within 4 working days of dispatch, and we will try to track the parcel. Royal Mail parcels can take up to 10 working days to be delivered, but if we believe an item has been lost in the post, we will dispatch another item, if available.


What if one or more of the items in my order are damaged of faulty?

We make every effort to ensure your order reaches you in perfect condition, but in the unlikely event of receiving a damaged item, please contact us within 48 hours. Items that are special orders cannot be returned. Special orders are items that we do not normally keep in stock, due to the size or value or items made-to-order.

You will be notified by e-mail or by phone if your order includes special order items, (usually items of furniture). This does not affect your statutory rights.


What if an item is missing from my order?

All orders are packaged with care by our in-house team. In the rare event that you have an item missing from your order please contact us via telephone on 020 7704 1999 or email enquiries@ariashop.co.uk within 48 hours so we can resolve this for you. Please have your order number and delivery address to hand.

 

 

Click and Collect

 

What do I need to bring with me when I collect my order?

Our Click and Collect service is free of charge to use. After you receive an order confirmation, you will receive a second email when your order is ready to collect. When you arrive in-store please have an email confirmation ready either on phone or printed along with ID in the form of the card used to pay for order or photographic identification.   

 

 

Returns

 

What if I want to change or cancel my order?

In line with the Distance Selling Regulations, you have the right to return an item, even if you have just changed your mind about it. Aria has a 30 day returns policy – send the item back to our Barnsbury Hall address, within 30 days of receiving it. When we have received it and checked that the item and any display packaging is in resalable condition, we will make the refund transaction back to the account you used to pay for the order. The refund transaction can take a few days to appear in your account.

 

 

Price Match

 

We always offer the best possible price online and in-store. If you have seen a product that is priced lower than ours, please send us a link to the item via email to enquires@ariashop.co.uk and we will investigate. Where we can price match, we will, or offer our best price.

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