Customer Service;

What is your Return Policy?
Please refer to our full refund policy.

What is your Price Promise Policy?
Please refer to our full price promise guidelines.

Do you have an official Web Shop?
Yes we do, our official website can be found at www.heritage-mountain.com

The Heritage Mountain Official Shop offers a much broader range of furniture.

I placed my order and haven’t heard from Heritage Mountain, why is this?
It is not usual practise for us to contact you until your order is ready for delivery. At which time, our home delivery service will telephone you to arrange at suitable day for delivery.

We do ask that you be patient and ensure the anticipated dispatch time has elapsed before chasing up you order.

Is online shopping safe?
None of the customers who have shopped at Heritage Mountain have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet.
If you prefer not to send your credit or debit card number over the Internet you can place your order over the telephone by calling 0161 408 4898.

What methods of payment do you accept?
We primarily use paypal as our payment source; however we also have a secured trading terminal so if you would prefer not to pay via paypal please call us on 0161 408 4894 and we can take payment from your Visa debit or credit, MasterCard or Switch / Maestro cards.

What if I have a complaint? We are determined to provide the easiest and best way to buy furniture online, and we are not satisfied unless all our customers are delighted with their purchase and their experience of shopping at Heritage Mountain. In the unlikely event that you do not enjoy your experience of shopping with us, please tell us by email customer.services@heritage-mountain.com or telephone us on 0161 408 4898. We will acknowledge your complaint within one working day and will do our very best to resolve it speedily as possible. Where a complaint has not been resolved within one week, you will receive weekly updates on its progress.

Delivery;

How much is the Shipping and Handling Charge?
All shipping and handling charges are quoted within the product listings. We use a specialist furniture home delivery service to ensure your furniture reaches your home without any damage and on a day which is convenient to you.

Do you Combine Shipping Charges?
Yes, absolutely. We offer very generous discounts for multiple item purchases. Please contact us for more information; customer.services@heritage-mountain.com or 0161 408 4898.

When can I expect my order to arrive?
All product dispatch dates are quoted within the product listings, please bear in mind that these dates are for the product to be dispatch to our home delivery service.
Our delivery lead times are between 5-10 days from collection from the warehouse. Our delivery service will be in touch as soon as they collect your order from the warehouse.

Does your delivery service take the furniture inside the customer’s home?
YES, we use a specialist furniture home delivery service, this means your furniture will arrive undamaged and on a day which is convenient to the customer. Our delivery team will take your furniture into your home and position it for you.

What happens is I miss my arranged delivery?
It is the responsibility of the customer to ensure that they are available, or have made the necessary arrangements to accept the delivery on the arranged delivery date. If our home delivery service has to make a second attempt to deliver, a second delivery charge will apply.

Why is it so important that I give you my telephone number?
Our home delivery service will call you to arrange delivery, they do not email customers.

Do you ship internationally?
Sorry, not at this time.

Furniture;

Are furniture dimensions accurate?
The majority of our furniture is hand crafted and as a result, all sizes are offered as a guide only. However, more often than not sizes quoted are exact.

Are the colours in the photos exact?
It is virtually impossible to accurately portray the actual colour of natural wood in a web picture, due to differing resolutions and natural variations from batch to batch. However we do endeavour to give the best portrayal of colour, but we cannot accept colour or shade differences occurring from piece to piece as faults.

Why do some items become discontinued?
Unfortunately from time to time our suppliers may discontinue certain items of furniture for various reasons. We have no influence or control over this happening, and as such apologise if a discontinuation of an item has caused problems.