Rustika Rowe - Truong Highboard

When we receive your order, we provide you with a confirmation to your email. In addition, when you receive your order confirmation we have pre-authorised your payment method. We check with our warehouse or suppliers to make sure that your desired item is available and can be dispatched. In the event that your items are unavailable for immediate dispatch, we remove the pre-authorisation from your credit card and send you an email informing you of our actions. When items are available to be dispatched, we process the charges and prepare to dispatch your order. If you want to cancel your order after it has been dispatched and/or in transit, you will be asked to wait for the item to be returned to us either by you or our carrier.

All orders will be delivered using the fastest, safest, and most reliable methods. Once we process your payment, we dispatch your items within the delivery time frame stated on the product page. Then, we send you a dispatch notification after your item/s have left the warehouse. We will choose the most suitable delivery method and courier after you order. It's not possible to choose a courier or delivery method yourself.

In case of unexpected delay resulting from the carrier's part, the delivery date shall be postponed up to 60 days after the conclusion of the contract.

Free Shipping Kerbside Service in the UK mainland

We are able to deliver across the UK mainland with a free shipping quote.

Please note that if you have ordered multiple products, the products may be located in different warehouses, meaning that the lead time for the processing and the delivery service will be longer and you may receive each order with a separate tracking number.

Kerbside Service in the Scottish Highlands, Northern Ireland or the Republic of Ireland

Depending on the product, we can also deliver in most areas of the Scottish Highlands, Northern Ireland and the Republic of Ireland. ** If you live in these areas, additional costs may occur. Send us a request at info@urtepaula.com or phone us at 0333 090 6499 for a more precise shipping quote.

*** Update: we would advise speaking with us for further assistance for post-Brexit shipping to Northern Ireland and the Republic of Ireland.

Please note that if the shipping address is located in the Scottish Highlands, Northern Ireland and the Republic of Ireland, the lead time for the processing and the delivery service will be longer.

Summary

2 Person delivery Service in the UK mainland

We are able to offer a 2 person delivery service on some of our products to the room of choice across the UK mainland. We have estimated that the average cost of a 2 person delivery service in 2020/21 is between £50-£100, for large items. The 2 person delivery service is calculated on the basis of the size and the weight of the products.

Please note that if you wish to have a 2 Person Delivery Service, the lead time for the processing and the delivery service will be longer.

2 Person delivery Service for multiple products

Please be aware that if you have placed an order with more than one product and all of them need a 2 Person Delivery Service, we may be able to offer the 2 Person Delivery Service on all of them. In this case, we advise you to contact us for further assistance before placing the order.

Please note that if you wish to have a 2 Person Delivery Service, the lead time for the processing and the delivery service will be longer.

Please note that if the products are located in different warehouses, the lead time for the processing and the delivery service will be longer and you may receive each order with a separate tracking number.

2 Person delivery Service in Northern Ireland, the Republic of Ireland, and the Scottish highlands

We may be able to offer this service to Northern Ireland, the republic of Ireland and the Scottish highlands or more remote areas. Please contact us before placing the order. Additional costs may occur.

Please note that if you wish to have a 2 Person Delivery Service, the lead time for the processing and the delivery service will be longer.

What if we cannot offer the 2 person service?

If we cannot offer the 2 person delivery service, we will be able to deliver on a kerbside basis upon mutual agreement. In this case, the additional charge paid for the 2 person delivery service will be refunded to you immediately. Please note that at this stage, we do not capture your payment.

Prior to placing the order

In any case, we advise you to contact us for the 2 Person Delivery before placing the order. Send us a request at info@urtepaula.com or phone us at 0333 090 6499 with the product you want to place and with the shipping areas.

We will be able to tell you if we can offer a 2 Person Delivery service and give you a more precise shipping quote.

Placing a 2 Person Delivery Service

If you have already sent us an email prior to your purchase, one of our agents will be dedicated to your order upon your item's arrival.

If you wish to place the order without sending us an email prior, please add a special instruction for us at the Add to Cart page. One of our agents will be dedicated to your order upon your item's arrival.

Alternatively, you can also select the 2-Person Delivery Service as another shipping option when placing the order.

What if the 2-person delivery service has extra costs?

The 2-person delivery costs depend on the size/weight of the product, your shipping area, and on which of our 3rd party 2-person delivery carriers is available.

Once your order has been placed, our dedicated agent will be in contact with you. If any additional costs, we will draft and email you an additional pro rata order for the 2-person delivery service to which you will be able to complete it in our secure platform.

What if we cannot offer the 2 person delivery service

If we cannot offer the 2 person delivery service, we will be able to deliver on a kerbside basis upon mutual agreement. In this case, the additional charge paid for the 2 person delivery service will be refunded to you immediately. Please note that at this stage, we do not capture your payment.

Please let us know any obstructions and/or additional instructions that may restrict delivery (for example steps, narrow staircase, etc…) through either

• email (including your order number) or
• by adding a special instruction for us at the Add to Cart page.

*** Update: Please note that the carrier for a kerbside delivery is not obligated to enter your house due to governmental restriction.

In the eventuality of the delivery being unsuccessful due to access issues, additional charges may apply.

If you see visible signs of damage on the packaging, please take a picture and kindly refuse the delivery. In this case, if you wish to accelerate the replacement process, please send us an email at info@urtepaula.com, describing your case with your order number and the pictures. One of our agents will be dedicated to you until we have shipped the replacement to you.

In the event of no sign of damage on the packaging and the delivery has been signed, you will have 24h to notify us if there are any damages. We strongly advise you to unpack the goods as soon as you receive them. In this case, please send us photos of the damaged part. A QA assistant will examine them and we will send a replacement accordingly. Please be aware that the item must be re-packed back to its original packaging before being replaced.

If your product arrives incomplete or missing some parts, we will always opt to send out the missing parts and a technician to fit them.

We will not accept claims for damage if this hasn’t been noted within 24h after the delivery.

Our carrier delivers Monday to Friday between 8 and 6pm. If there are any issues, the driver will call the recipient the same day prior to delivery.

We advise you to contact us at info@urtepaula.com. One of our customer support will reply the same day to discuss the available delivery options.

About Kerbside Delivery

A kerbside delivery means that the items will be delivered to the nearest kerbside at the given shipping address. Our freight driver will position their vehicle as close as possible to the delivery address and unload the goods into a spot on the kerbside that is safe and keeps your item secure.

Thus, make sure that there is someone on site to accept the goods.

*** Update: Please note that the carrier for a kerbside delivery is not obligated to enter your house for their own safety due to governmental restriction.

What if there are damages to the packaging?

We strongly advise you to check the item, especially for any packaging damage, before signing the delivery. In the event of damage, please take a picture and kindly refuse the delivery. In this case, if you wish to accelerate the replacement process, please send us an email at info@urtepaula.com, describing your case with your order number and the pictures. One of our agents will be dedicated to you until we have shipped the replacement to you.

What if there is no damage to the packaging but the item is damaged?

We strongly advise you to unpack the item, and look for any signs of damage. Once the goods are signed, we cannot guarantee the claim for damage will be accepted.

When should the damage be notified?

We will not accept claims for damage if this hasn’t been noted within 24h after the delivery. But we will always look for a suitable solution.

What happens if I cancel my order before it is dispatched?

If you cancel your order but the item hasn’t been dispatched, then there will be no charge.

What happens if I cancel my order after it is dispatched?

If you want to cancel your order after it has been dispatched or in transit, you will be asked to wait for the item to be returned to us either by you or our carrier. In this case, we will deduct the cost of the initial delivery from the refund. We estimated in 2020/21 that the average shipping cost for small and/or lightweight items was between £10+ VAT to £45+ VAT, and for large and/or items between £45+ VAT to £100+ VAT.

We strongly advise you to check the dimensions of the product before placing the order.

Why do you need to follow this step by step guide below?

You should always check all goods at the time of delivery. We recommend that you look for any damages on the packaging before signing and accepting them. We will not be able to accept any claims for damages if you have signed and accepted the items and notified us after 24h. To make your case stronger, we also advise you to take pictures and send them to us. This will help us speed up the replacement process.

Step by Step Guide:

We strongly recommend to follow this step by step guide:

1. If our delivery team has not already checked the packaging, please verify that there is no damage on the packaging.
2. We strongly recommend that you take the item out to verify that the item was not damaged. Inspect carefully all the sides, corners, doors, and any missing parts if applicable.
3. If there is no damage, accept and sign the delivery.
4. If there is damage, please do not accept or sign (you can instead write that you have refused the delivery as the goods was damaged)
5. If you wish to make your case stronger in the event of damages on the packages, we recommend that you take a picture before sending an email to us with the order number and a short description of what happens.

Once the delivery is signed, we cannot be liable or held responsible for any damages and the customer is required to prove to us that damage was there before delivery within 24h after receiving the goods. But we will always look for a suitable solution. If there are damages, please send us the picture within this 24h time period.

Please make sure that anyone who signs your delivery on your behalf (must be over 18 year old) or accepts a delivery for you understands those steps mentioned above, as they will be held responsible for accepting or not the delivery.

What if the deliveries are unsuccessful?

For most of our products, you will be given either an agreed day for the delivery via email or a tracking number to which the delivery can be rescheduled if needed. In these cases, the customer will be held responsible for being present for their delivery as freight companies contact the customers prior to their delivery day.

If the delivery fails because there is nobody available to receive it on the delivery day or fails because of any other reason out of our control, then a re-delivery charge will be applied for the failure.

If the delivery fails because there is nobody available to receive it on the delivery day or fails because of any other reason out of our control, but our carrier has left the item at your doors or to one of their nearest depots, the customer will be held responsible for the failure and extra cost may be applied.

*** Update: Please note that the carrier for a kerbside delivery is not obligated to enter your house for their own safety due to governmental restriction.

Please be aware that we reserve the right to deliver to the doorstep or kerbside for a 2 person delivery service if the property is not accessible by a 2 person team or a trolley (including narrow stairs). We request any access issues to be sent to us prior to delivery so we can make the necessary adjustments.