Content by Terence Conran

Frequently asked questions

conran-faq

 


 

1. ORDERING

Do I have to log in to place an order in the Content by Terence Conran Online Shop?

If you already have a customer account with us, simply log in using your e-mail address and password. Your address details are saved to your account. If you do not yet have a Content by Terence Conran customer account, you can create one at the checkout and benefit from a faster, easier online shopping experience. It is still possible to purchase from Content by Terence Conran Online without creating an online account.

 

How can I find the product I am looking for in the Content by Terence Conran Online Shop?

You can find your desired product via the search function. Simply enter a search term, such as ‘Aspen sofa’ or ‘shelf’ and hit enter. You can also search using item names or the item numbers if you know it from a previous purchase or visit to the website.

 

How do I know if a product is available in the amount that I require?

As a rule, all products that can be placed in the shopping basket via the grey ‘Buy now’ button are in stock. Simply enter the required amount into the quantity field and press enter. If the required quantity is not available, this will be displayed. When demand is high, it can occur on very rare occasions that an item still shows as available even though it is already out of stock due to orders that were placed earlier that day. Should this occur, a refund will be given via the original payment method.

 

Can I view an item in store before I buy?

Content by Terence Conran has over 50 stockists throughout the UK and Europe where you can view the entire range or at least parts of it up close and personal. Search for your nearest store using our store finder tool. You can always order through our stockists directly.

 

Why are sold-out items still available online?

On very rare occasions due to high demand an item could still be displayed as available although it is already out of stock due to orders that were placed earlier that day. New stock is already in production but it sometimes can take a few weeks for new items to be ready. Please contact us directly orders@contentbyterenceconran.com or call +44 208 150 8380 to speak to a customer service representative who will take care of your order and check earliest availability.

 

Is there a minimum order value in the online shop?

There is no minimum order value. However, on orders over £500 there are no p&p charges. All information regarding our shipping costs can be found here.

 

How can I be sure that my order has been received by the online shop?

After placing an order, a confirmation will be sent to the e-mail address entered at the time of order. Make sure to check your spam folder if you have not yet received a confirmation. If you are a registered user, you can check the status of your order at any time in the ‘my account’ section.

 

How can I change or cancel an order?

This currently cannot be done online. Should you need to cancel or amend an order, please contact us via e-mail: customerservice@contentbyterenceconran.com You can also give our customer service team a call Monday to Friday 9am-5pm on +44 (0) 208 150 8380.

 

Can I also place orders by phone or by e-mail?

Our customer service team will be happy to take your order over the phone. Give them a call Monday to Friday 9am-5pm on +44 (0) 208 150 8380.

 

I live in Northern Ireland, the Channel Islands or in the Scottish Highlands. Can I still order from the Content by Terence Conran online shop?

Yes. As long as you have a UK postcode you can order from the UK website. However at this time we do not deliver to BFPO or AFPO addresses.

 

I live in the Republic of Ireland. Can I order from the Content by Terence Conran online shop?

Yes. Different delivery costs will occur though. For questions and to get a quote please contact us customerservice@contentbyterenceconran.com or call on +44 (0) 208 150 8380.

 

2. PAYMENT

How can I pay?

You can pay by debit or credit card, via PayPal or by bank transfer.

 

I have chosen to pay by bank transfer. Where can I find your sort code and account number?

The sort code and account number can be found in the confirmation email sent to the e-mail address supplied at the time of placing the order.

 

Do I have to pay postage and packaging twice if I place two orders in one day?

Please send us an email with both order numbers and we will look into your delivery charge.

 

Do I have to pay postage and packaging several times if I order different products with different lead times?

If the order values are less than £500 you will have to pay for both deliveries separately.

 

When am I entitled to a refund? How are refunds processed?

If you need to return items or if an item you ordered is currently out of stock, you will be refunded via the original payment method.

 

Will my details be securely transferred?

Throughout the entire payment process, we use an SSL (Secure Socket Layer) encryption for all data transfers. This method provides the highest security when transferring data online. It means that your data cannot be read by third parties. For more information, please refer to the Privacy Policy section.

 

3. DELIVERY

When can I expect my goods to arrive?

Standard delivery with freight courier service for items which are not made to order lead times is about 7-10 working days. Furniture delivery takes around 6-8 weeks. Individual delivery times are displayed in the item description before purchase. Please be aware of this before placing your order. Bulky items such as furniture are sent in a separate shipment to smaller sized goods.

 

I live in Northern Ireland, the Channel Islands or in the Scottish Highlands. Can I still order from the Content by Terence Conran online shop?

Yes. As long as you have a UK postcode you can order from the UK website. However at this time we do not deliver to BFPO or AFPO addresses.

 

I live in the Republic of Ireland. Can I order from the Content by Terence Conran online shop?

Yes.

 

Can I arrange a delivery date with Content by Terence Conran in advance?

A delivery date can only be arranged when ordering furniture. Our shipping partner Celtheath will contact you to arrange delivery.

 

How can I track the status of my delivery?

As soon as your goods have left our warehouse, a dispatch confirmation will be sent to the e-mail address supplied at the time of order. If you have not received a dispatch confirmation, please check your spam folder. Account holders can track the status of their delivery at any time under ‘my account’. The delivery of bulky items such as furniture will be arranged by the courier once the goods have left our warehouse. Further information regarding delivery can be found in the dispatch confirmation email.

 

What happens if I am not at home when the delivery arrives?

If you are not home at the time of an attempted delivery, you will receive a postcard through your letterbox. You can use the information on this postcard to arrange a second delivery free of charge or collect the delivery at your local post office at a time convenient to you. The delivery can also be accepted by a neighbour, in which case the delivery is deemed complete. Deliveries of furniture are arranged directly with the shipping company, who will contact you using the telephone number provided at the time of ordering. If you cannot be reached by phone, the shipping company will send you an e-mail with a suggested delivery date. For all questions regarding delivery, please call our customer service team on +44 208 150 8380. Our customer service team is there for you Monday to Friday 9am-5pm. Alternatively, contact us via email: customerservice@contentbyterenceconran.com.

 

Can I have my goods delivered to a different address?

We can only deliver to the address supplied at the time of placing the order.

 

What should I do if my delivery does not turn up?

Please contact the responsible courier directly. Their details can be found in the dispatch confirmation sent to the email address supplied at the time of placing the order. If you have not received a dispatch confirmation, please check your spam folder. Alternatively, you can send an e-mail to: customerservice@contentbyterenceconran.com or call the customer service team on: +44 207 150 8380. Our customer service team is there for you Monday to Friday 9am-5pm.

 

My delivery was not complete. Can I expect a second delivery?

Please refer to the enclosed delivery note. Should any items listed on the delivery note be missing, please contact us by either sending an e-mail to: customerservice@contentbyterenceconran.com or by calling the customer service team on: +44 207 150 8380. The customer service team is available Monday to Friday 9am-5pm. Should an item be no longer available and was therefore not sent to you, you will receive a refund. The money will be credited to you via the original payment method.

 

I received the wrong delivery. My goods arrived damaged. I don’t like the products I ordered. How can I return goods to Content by Terence Conran?

Goods can be returned within 7 days of receipt. Goods for return must be packaged with due care and wherever possible in the original packaging. Fill out the returns form that came with the original delivery and enclose it with the goods you wish to return. Content by Terence Conran bears no responsibility for any costs incurred in returning goods.

 

I want to return goods to you. Will I get a refund or a replacement?

For furniture which are made to your specifications we will not accept refunds. Cabinet or occasional furniture can be refunded. Such refunds will be processed via the original payment method.

 

4. PERSONAL DETAILS

How do I subscribe to or unsubscribe from the newsletter and how can I get the newsletter sent to another e-mail address?

To subscribe to the newsletter, simply click here or enter your e-mail address on the homepage in the “Newsletter” field. You will be automatically redirected to the registration form and will then be kept up to date on the latest products and trends. In the “my account” section, you can change your e-mail address or unsubscribe from the newsletter.

 

How can I view my details to change or delete them?

You can view your details at any time in the “my account” section. You can view current orders and your order history, subscribe to the newsletter, edit your address, book and manage your wish list. If you wish to deactivate your account, please send an e-mail to customerservice@contentbyterenceconran.com.

 

5. ADDITIONAL QUESTIONS

Where can I find the General Terms & Conditions?

Our General Terms & Conditions can be viewed every time you place an order by following the appropriate link. Alternatively, you can find them here.

 

How can I find my nearest Content by Terence Conran stockist?

Content by Terence Conran has over 50 stockists in the UK and throughout Europe. Under “Where to buy” you can search for your nearest Content by Terence Conran store by entering your town or postcode. Find your nearest store now.