Q1. Is it safe to enter my card details when ordering at heals.co.uk?

A. Yes. Our site is approved by Verisign and any sensitive data is encrypted so that nobody can read it.

Q2. What is 3D Secure?

A. 3-D Secure was developed by Visa and Mastercard to improve the security of Internet payments. A transaction using Verified by Visa/SecureCode will initiate a redirect to the website of the card issuing bank to authorize the transaction. You will then be required to enter your online password for the transaction to go though. If you haven't registered with verified by Visa/SecureCode your card issuing bank will ask you to register when you are redirected. Once registered you will not have to go through this process again and you will use the same password every time you purchase on a website with 3D secure.

Q3. How do I redeem an online promotion code?

A. When you get to the checkout page, scroll down to the section called additional options. Click on the promotion code option and enter the promotional code into the field provided. Once you have done this, click continue and you'll be brought back to the checkout page. You will notice that the discount has now been applied to the order total.

Q4. How do I redeem a paper gift voucher online?

A. Unfortunately paper gift vouchers are only accepted in store.

Q5. Do you offer a gift message service?

A. We do offer a gift message service but unfortunately we only offer this for non-furniture orders. If you wish to add a gift message you can do so at the checkout page. Simply scroll down to the section called additional options at the checkout and click on the gift message option. Enter your gift message into the field provided and click the continue button. This message will print out onto the packing slip which is then packed into the box.

Q6. I want to place an order for a gift. Will my purchase have a price sticker or will the value of the goods appear on the packing slip?

A. No, the products will not be priced and no price information is included on the packing slip.

Q7. How do I cancel my order?

A. Please email enquiries@heals.co.uk or call 08700 240 780 immediately. If the order has already left our warehouse you will need to follow our returns & refunds instructions.

Q8. How do I return an item/order if I change my mind?

A. If you wish to return a non-furniture item you need to send the items back to our warehouse (*certain restrictions apply). Please view our refunds and returns policy for full details including of how to return your purchase including our warehouse returns address.

If you wish to return a furniture item please call our furniture customer services department on 0207 896 7416.

Q9. What do I do if my order arrives damaged/faulty?

A. In the unlikely event that your order arrives damaged/faulty and you have ordered non-furniture, please email enquiries@heals.co.uk or call 08700 240 780 immediately. We will then arrange for a collection of the goods and organise a replacement item/part to be sent out to you at the earliest opportunity.

If you have ordered furniture and it has arrived damaged you need to email cservices@heals.co.uk or call 0207 896 7416 immediately. We will then make the appropriate arrangements to resolve the issue.

Q10. Can I exchange/return my online purchase in one of your stores?

A. You can return your online purchase to any Heal's store for an exchange. We do however advise you to contact the store before making your journey to ensure that they have the item you wish to exchange for in stock. Unfortunately our stores cannot give cash refunds. Paper gift vouchers will be given in cases where a refund is requested in store. For a cash refund you must return your purchase to our internet returns address outlined in our refunds and returns policy

Q11. When will you debit my account?

A. If you have ordered non-furniture your account will be debited when your order is despatched. If you have ordered furniture, your account will be debited at the point of purchase.

Q12. Can I still place an order if the product availability is awaiting stock?

A. Yes. Awaiting stock means that we are expecting a supplier delivery to arrive in shortly. Once the supplier delivery has arrived we will despatch your order for delivery. If you wish to find out when a supplier delivery is expected for a product please feel free to contact us on enquiries@heals.co.uk and we will do our best to find out an estimated delivery date.

Q13. How is ordering a special order product different from a stock line product?

A. A special order product is ordered in specifically for your order, it is not something that we usually hold stock of. Once you have ordered we will call you to inform you of the estimated lead time before processing the order. Unfortunately we are unable to accept returns of special order products unless they are faulty.

Q14. Do you offer a gift wrapping service?

A. No. However you can leave a gift message which automatically prints out onto the packing slip which is included in your order. If you wish to add a gift message you can do so at the checkout page. Simply scroll down to the section called additional options at the checkout and click on the gift message option. Enter your gift message into the field provided and click the continue button.

Q15. Can I get a VAT invoice for my order?

A. Yes. Your despatch email can be used as a VAT invoice/receipt. It has all the relevant information on it.

Q16. Do you deliver outside mainland UK and Northern Ireland?

A. Unfortunately we do not deliver outside of the mainland UK or Northern Ireland. However if you wish to arrange your own shipping with a UK company we are happy to deliver to your chosen shipper. Alternatively we are happy for you to arrange for a shipper to collect from our warehouse. If you wish to arrange this or for more information please contact us on enquiries@heals.co.uk or call us on 08700 240 780

Q17. How much do you charge for delivery?

A. Non furniture orders cost £4.95 for a standard delivery and £5.95 for an express delivery. Please note that the delivery service you choose relates to the service the order is put on after the order is despatched. The speed of despatch depends on the individual availability of each item.

Furniture orders currently have a flat delivery rate charge of £50.

For further delivery information please see our delivery information section.

Q18. How can I track my order?

A. You can track your order by visiting the My Account section of our website. If your order has been despatched please refer to your despatch email for your parcelforce tracking number and details on how to track your order on the parcelforce website.

If you have ordered furniture it will be delivered by one of our Heal's furniture vans and you will not be able to track it online. Our delivery department will telephone you and arrange a suitable delivery time/date with you for delivery. Some postcodes are not covered by our Heal's furniture vans. In these cases your order will be despatched to a specialist external company who will contact you to arrange a suitable delivery time/date.

If you have any questions regarding delivery please email us at enquiries@heals.co.uk or call us on 08700 240 780

Q19. I have ordered more than one item, when should I expect to receive them?

A. Your order will only be despatched when every item is available therefore the anticipated despatch time will be that of the item with the longest availability time. The individual availability times of each product are quoted on the each product page when you place your order. If you have ordered an awaiting stock item we will endeavour to contact you with an estimated delivery date. Alternatively please feel free to enquire about awaiting stock products by contacting us on enquiries@heals.co.uk.For further information on product availability times please visit our delivery information section where this is explained in more detail.

Please note that all delivery dates quoted are given in good faith. Where any delay occurs we will do our best to notify you by email at the earliest opportunity.

Q20. What if I’m not in when you deliver?

A. Our carrier will leave a card to let you know that they attempted delivery. You can then contact them to re-arrange delivery or leave the goods at a local post office for collection.

Please feel free to contact us on enquiries@heals.co.uk if you need any assistance with re-arranging your delivery.

Q21. I still haven’t received my order despite receiving a despatch email.

A. In the unlikely event that this occurs please contact us on enquiries@heals.co.uk and we will investigate for you.