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Guarantees and Returns Policy
 
General Returns

If you wish to return goods to Contemporary Heaven for a refund please e-mail within 14 days of receipt enquiries@contemporaryheaven.co.uk with your order number and reason, please return in the original packaging including any outer packaging.

The parcel and its contents are your responsibility until they reach us. We therefore recommend you send them registered post and retain proof of postage. Please use the Signed For service not Special Delivery as this has become very expensive.

The cost of returning goods is at your expense. This does not affect your statutory rights.

Please send to our distribution address below along with your name, order number.

If you would like to use our return service please read the instructions below. 
 

Return Voucher Instructions

1. On the Home page click on Order Tracking.

2. Enter your e-mail and postcode in the boxes as requested plus a unique code for security and click on “Get tracking Details” to log into your account.

3. Click on the YELLOW returns button alongside the item you want to return.

4. Then using the drop down click on how many per item you want to return, leave a note in the box provided with your reason for returning, then click on the “Pay Return Fees” large yellow button.

5. You are now on a secure page where you can enter your card details to pay for the Return Voucher. Enter payment details and buy a returns voucher.

6. You now need to re-pack your item in all the original packaging it was delivered in and seal securely with an adequate amount of packing tape.

7. The costs of the return is as follows -

a. For items up to 3kgs - £3.00

b. For items over 3kgs and up to 5kgs - £5.00

c. For items over 5kgs and up to 10kgs - £10.95

d. For items over 10kgs and up to 30kgs - £12.95

8. For small and medium items up to 5kgs in weight a returns label will be e-mailed to you, print this of and apply it securely to the outer packaging of your item and take it to your local myHermes ParcelShop drop-off – we will email your closest one to help you.

For large items over 5kgs we will contact you to arrange a convenient date between Monday to Friday to collect the item you wish to return.
 

THE RETURN ADDRESS IS:
ROCO VERRE LTD
CONTEMPORARY HEAVEN DIVISION
32 BERTIE WARD WAY
DEREHAM
NR19 1TE
UK

Deliveries

Please notify us of any damage or losses within 3 days as we will not consider any claim against any loss or damage after 7 days.

Breakages

We have years of experience of packing fragile goods for delivery all over the world and the incidence of breakage is very rare. However, accidents do happen so in the unlikely event that you receive an item from that is broken contact us asap at enquiries@contemporaryheaven.com

or by phone on +44 (0)1362 288020 and we will discuss with you the best option for resolving the problem to a satisfactory end.

This applies to all goods supplied in the UK and overseas, although pick up from outside the UK is not always available so please call us to discuss. The cost of any returns from overseas requested by us and as the result of breakage will be compensated within reason.

Faulty Goods

All our merchandise is made to a very high standard and inspected before leaving our warehouse. If for any reason, you feel that the product is not up to our normal standard please e-mail or call us with the details within 7 days of receipt and we will discuss the best way to replace them for you.

Goods must be returned in their original packaging and where possible including the outer box too.

This applies to all goods supplied in the UK and overseas, although pick up from outside the UK is not always available so please call us to discuss. The cost of any returns from overseas requested by us and as the result of a manufacturing fault will be compensated within reason.

Guarantees

All our merchandise is guaranteed against faulty manufacturing and parts for 1 year. If the item you have ordered presents a problem within 1 year of receipt, please return the faulty product by signed for second class post in the original packaging or suitable packaging to ensure it reaches us in good condition.

We will not be held responsible for damage to any goods in transit on their way back to us.

We will then repair or replace the faulty item for you within 14 days.

This applies to all goods supplied in the UK and overseas, although pick up from outside the UK is not always available so please call us to discuss. The cost of any returns from overseas requested by us and as the result of a manufacturing fault will be compensated within reason.

Custom

All custom items are non-returnable unless the customer feels that there is a quality issue or that the item doesn’t match the customer’s specific order.

Please contact us immediately to discuss any issues as we cannot be held responsible for items manufactured to an exact match of the customer’s specific instructions.

 
How  

Secure payments taken through WorldPay
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