FAQS

FAQS

1. Can I still order online?

Yes, you can still order online as normal.

2. Once I have placed an order, will I still receive it?

Yes, our warehouse team are still working, so we will process your order as soon as possible and our selected couriers will deliver it. Please check the status of your order by emailing info@nusahomeinteriors.com

The situation with our couriers is changing daily. They are currently delivering as normally as possible respecting social distance. Please check our Delivery page for the latest information.

3. What provisions are your warehouse staff/couriers taking to prevent the spread of covid-19?

Our warehouse team, couriers and our customers' health & safety is our top priority.

In our warehouse, we've increased our hygiene systems to ensure that hand washing and cleaning are done every hour and have deployed split shifts to minimise the number of people working together.

Our couriers have all implemented similar working practices and are now providing no-contact delivery only.

In accordance with government Guidelines, our office staff are working remotely from home to help prevent the spread of Covid-19.

4. Do you have a no-contact delivery process in place?

Yes. All our couriers are now providing a no-contact delivery only.

For houses, this means our delivery couriers will place items on your doorstep / driveway following the social distancing restrictions and guidelines.

For flats and apartments, our delivery couriers will place your items in the communal hallway or doorway.

5. I am self-isolating. am I still able to get my delivery?

Absolutely yes. As our couriers are providing a no-contact delivery. There is no need for you to get out of the house whilst the delivery is taking place at your doorstep. 

6. Am I still able to return my items and have a collection?

Collections with our couriers DHL & UPS are still taking place as normal following the no-contact and social distancing rules.

Collections for our 1 MAN or 2 MAN items with our courier Arrow XL have been suspended until further notice.

7. I’m self-isolating and getting a large item delivered via your 2 man delivery service. What happens with this delivery process now?

Your delivery will still happen as normal, but as we are now only offering a no-contact delivery, we will not be able to deliver to your room of choice. Instead, the item will be delivered to your doorstep and packaging will not be removed.

8. Are you changing your returns policy during this time?

Absolutely, there is a lot to worry about during these uncertain times and we really do not want you to worry about our return period. Therefore, we have extended our returns policy from 28 days to 2 months.

9. Is your customer service still open?

Yes, our Customer Service team are working remotely, you are able to contact them via email at info@nusahomeinteriors.com  

10. The item I have ordered is on pre order, will this be delayed due to the current covid-19 situation?

It is possible as some of our suppliers may be affected by reduced staffing. As soon as we are made aware of any delay, we will keep you posted via email.

11. Do you have any provision for customers wishing to delay payment for their purchases?

Yes, we have introduced Klarna, a payment provider which will give our customers the option to enjoy purchases now and pay for them in instalments or in full 30 days later.

For further information about Klarna, click here.

12. How do I place an order?

13. How can I track my order?

14.What delivery options do you offer?

15.What is the one man delivery service?

16.What is the two man delivery service?

 Please note the 2 MAN delivery service is for UK Mainland only.

17. What is direct dispatch?

18. Can I change my delivery address once my order has been placed?

19. Can I add an extra item to my order?

20. My payment card has been refused when placing my order, what should I do?

21. I would like to purchase an item as a gift, will the price be displayed on the invoice and where will my gift message appear?

  1. How do I apply a promo code?

22. Do you take payment via PayPal?

          Yes, we accept payment via PayPal.

23. My chosen product is on pre-order, when will I be charged?

24. How long are gift vouchers and credit notes valid for?

25. Can I place my order paying with multiple gift vouchers? 

26. The price has changed since I purchased my product. Will you refund me the difference?

27. Can I order an item that is temporarily out of stock?

28. What happens if I receive my order and the item is faulty or an incorrect item?

29. The product I received is not 100% the same as the picture on your website, why is that?

30. What is your returns policy?