Frequently Asked Questions
My Order
Can I order over the phone?
We always suggest placing an order online but if you’re unable to do so then we’re more than happy to accept orders over the phone. Please feel free to give us a call on 0151 494 9412
How will I know you received my order?
You will receive an order confirmation email, generally immediately after placing the order but always within 12 hours. If you have not received an order confirmation email please feel free to get in touch with our sales team. Before getting in touch, please make sure to check your email junk folder.
When will my payment be deducted?
Your payments will be taken when you place your order.
How can I retrieve my order number?
You order number will be on the order confirmation email you receive upon placing your order. If you created an account prior to checking out you will also find your order history in the “My Account” area accessible via the icon on the top right of your screen (next to the bag icon).
If you cannot locate your order number please feel free to get in touch.
Can I add items to an existing order?
Unfortunately not. The best way to proceed will be to place a second order. If you get in touch with us we may be able to arrange shipment of both orders at once meaning you may be entitled to a refund on one delivery charge.
Can I cancel an order once it has been placed?
If we have not yet dispatched your order then we will be able to cancel it at your request. If the order has already been dispatched then you are of course still entitled to return the goods. You can review our returns policy here.
How do I redeem a gift voucher, discount or special offer?
If you enter your desired items into your basket and proceed to checkout you will find an area above the “place order now” section to enter your personal discount code.
How can I purchase an online gift card?
You can buy digital gift cards here. Please note that gift cards purchased online are for online use only and will not be accepted in store.
Once you’ve placed your gift card order our sales team will be in touch to provide a PDF copy of the gift card.
Payments
What payment methods do Utility accept?
We accept the following credit and debit cards : Mastercard, Maestro, Visa, American Express. We also accept payments via Paypal, Amazon Pay and Bank Transfer.
Are my payments / card details secure?
All credit card payments are processed through Stripe which utilises a high-powered security system.
At Utility, we take care to protect your privacy and secure your information. We will not disclose your personal details to any third parties. We use Stripe to keep your information safe and inaccessible to other Internet users.
When will my payment be deducted?
Your payments will be taken when you place your order.
How do I redeem a gift voucher, discount or special offer?
If you enter your desired items into your basket and proceed to checkout you will find an area above the “place order now” section to enter your personal discount code.
How can I purchase an online gift card?
You can buy digital gift cards here. Please note that gift cards purchased online are for online use only and will not be accepted in store.
Once you’ve placed your gift card order our sales team will be in touch to provide a PDF copy of the gift card.
Deliveries
Do you have a next day delivery option?
Our “standard delivery” is a next working day delivery service to UK mainland addresses for ‘in stock’ orders placed before 12pm.
My order is awaiting supplier delivery. When will I receive delivery?
When you order a ‘made to order’ item we place your order with the product supplier and they set about putting your new item(s) into production. If your order status is “awaiting supplier delivery” it means that this process has been started but the factory has yet to provide us with an estimated shipping date.
As soon as we’ve received a shipping date from the supplier we will be in touch with you to arrange delivery.
Generally the lead time listed on the product page will be accurate but should the factory notify us of any delays, we will be in touch with you to provide you with an update.
When will I know my order has been dispatched?
Once your order has been dispatched you will receive a confirmation email with tracking details for all courier dispatches.
Do you deliver items separately?
No. If your order contains multiple items we will send these out to you in one delivery. If there are unforeseen circumstances that delay your order we may be able to organise a part delivery. For more information please email sales@utilitydesign.co.uk
When can I expect my delivery to arrive?
UK deliveries : We aim to deliver all in stock orders (placed before 12pm) on a next working day delivery service unless otherwise requested by the customer. All other deliveries are subject to the lead time stated on individual product listings. Once items arrive into our warehouse, they are quality checked before our sales team contact you to organise a suitable delivery date.
Non UK mainland deliveries : 2 to 9 days transit time for international courier deliveries (depending on final destination) + additional lead time if specified on individual product pages.
Can you deliver to a hotel or public space?
No, unfortunately not. Your goods must be delivered to a place of residence or business address only.
Can my order be left in a “safe place”?
No. All deliveries must be signed for unless you pre-arrange this with the courier at your own risk.
How much will the duties and taxes be for my international delivery?
This information can be found at your local customs office and varies depending on which country you’re having your order delivered to. You as the customer are solely responsible for paying these fees.
Can you lower the invoice value for customs purposes?
Unfortunately, this is illegal and therefore is not something we’re able to do.
Delivery Methods
Utility offer three delivery options
- Standard delivery by courier.
- Curbside palleted service for oversized, bulky or fragile items.
- White glove delivery & installation service.
Careers
How can I find out about job vacancies?
You’ll find all of our current vacancies on our careers page. If we don’t currently have active vacancies you are still more than welcome to send us your CV to careers@utilitydesign.co.uk for us to have on file next time we’re hiring.