Are my credit card and payment details 100% safe?
When your credit card details are sent to Utility, they are sent encrypted so that nobody can intercept them. Utility uses industry standard SSL encryption to ensure your card details are not exposed anywhere in the ordering process
I’ve forgotten my password – what do I do?
If you’ve lost or forgotten your password, it’s easy to get a new one – simply click ‘my account’ and then ‘forgot your password?’. Enter the email address you used to register with us and a new password will be emailed to you. You can then log in and change your password to whatever you choose.
Can I purchase an item as a gift and have it sent to the recipient?
Yes. When your order is placed you have an option to enter any specific details, including any gift message. This message in printed and despatched with the gift to the chosen recipient. The receipts for purchase are posted to you for your records.
I do not live in the UK/mainland – can I still buy items from you?
Yes, though shipping costs will be above our £4.95 standard charge. These will be charged at cost for the best value guaranteed postal service. We will mail you the cost before you make your final decision whether to go ahead with the purchase.
Can I purchase over the phone ?
We understand some customers may not be comfortable with entering credit cards over the internet. This is 100% secure but we understand some customers may want to speak with an individual in our stores and order over the phone. Don’t worry, please call our Home Store on (+44) (0)151 708 4192 or our Gift Store on (+44) (0)151 707 9919 and we can take your order that way.
How soon will I receive my item?
In stock larger and higher value items will be sent via Parcelforce 48 hour service, arriving within 1-3 working days.
Smaller and lower value items will be sent via Royal Mail signed for postal service. Whilst these are sent first class we are at the mercy of the post office and this can take up to 15 days, although this is rare.
Non stock / order items will be sent as soon as we receive them. We will keep you updated on progress, including when the item has been sent
This does not apply to items sent outside the UK where we are reliant on international postal operators.
Can I track my order ?
As soon as items are despatched we will advise you how they have been sent, together with a link to the courier’s website and a tracking number. This way you can keep updated on your order’s status.
I’ve seen a particular item by a particular designer/brand you deal with but I can’t see it on your website – can you supply this?
Just email us at : info@utilitydesign.co.uk and we’ll do our best.
Is postage £4.95 on all items ?
No. Large items, particularly furniture, will be sent via third party courier. All these are charged at cost. We will advise you what this will be and ask for confirmation that you are happy to go ahead with the purchase before we process your order.
What happens if I am not in when the item is delivered?
Our postal services (Royal Mail and Parcelforce) require a signature. If there is nobody home to sign for the delivery the postal service will put a card through the door informing the nearest post office/depot where the parcel can be collected. If Parcelforce has made the delivery they may try to deliver again the following day. This is at the driver’s discretion, but you will be informed.
What happens if I change my mind?
You have 14 days from the date of delivery to change your mind. If you are unhappy in any way simply email us in the first instance, then return the item to us (we recommend using a guaranteed postal service) for a full refund. We do not refund the cost of postage and packing, as this is subsidised by us in the first instance. If you are unable to arrange your own shipping we can do this for you and this will be charged at cost.
Items must be unused and in a condition which warrants them re-saleable. We reserve the right to withhold a percentage of the refund value if we have to reduce the item in any way to resell it. This included damaged packaging.
We will refund you as a soon as we receive the item and you will be informed by email when this has taken place.
Please note this does not apply to special order or bespoke items.
What is your pricing policy?
We price all our items at the retailers recommended retail price but we constantly keep our eye on our competitors to ensure our prices are competitive. If a cheaper price is found for the same product elsewhere, please email us and we will do our best to price match.
Do you charge VAT on all orders?
Yes. Vat is charged on all items at the prevailing rate of 17.5%, excluding zero-rated items such as childrens clothes. It is up to the individual to deal with their own country’s import and excise duty if goods are being shipped outside the EU.
Do you offer a contract facility?
Utility constantly works with leading developers, architects and specifiers on refurbishment and new build projects. For further information please go to : www.utilitycontract.co.uk or contact Utility Contract on 0151 708 1915 and speak with Julie Valentine or Dick Mawdlsey for further details.
