FAQs

General

 

Q. How Can I Contact You

See our Contact Us page.

Q. If I have a complaint, what should I do?

If you have a complaint please contact our Customer Service department via our Contact Us page.

 

Retailers

 

Q. Where’s my nearest DP Centre?

We have DP Centres nationwide, please see our DP Centres Nationwide page for full details.

Q. Where can I find opening times of my nearest DP Centre?

For opening hours of your nearest DP Centre, please see our DP Centres Nationwide.

Q. Will my nearest DP Centre have the item I’m interested in on display?

All our DP Centres have our key collections on display. Although they may not have the exact product you are interested in, they will have a representation of products from that collection. This will enable you to view the product, the craftsmanship and the finish. Alternatively to save a wasted journey you could contact the retailer before travelling, to find your nearest retailer please see our DP Centres Nationwide.

 

Orders

 

Q. Do I have to register an account with you before placing an order?

You don’t have to open an account with us to place an order. You can sign in as a guest, however opening an account offers you more flexibility - able to access your account and the order you have placed, make changes to your personal details and makes it easier for future purchases. Your details are kept secure and we only share your details with your assigned DP Centre. Your data is protected under the Data Protection Act 1998.

Q. I’ve placed my order online, what happens next?

You will receive an email confirmation of your order. We will process your payment and order, when we are happy with both we will accept your order and send confirmation of the acceptance of this order. Your order will then be assigned to your nearest DP Centre who will contact you to organise a delivery date.

Q. How can I place an order if I don’t want to order online?

You can visit your nearest DP Centre where you can place on order direct with them. Your order and contract is then direct with your nearest DP Centre. They will handle your order fully. Our products will also be on display, which will enable you to view the product before ordering. You can find their details on our DP Centres Nationwide.

Q. How will I know if you have received my order?

Once you place an order online, an email order confirmation will be sent to the email address you registered to confirm receipt of your order. This not an acceptance of your order, this will be issued at a later date, once payment, prices and stock has been confirmed.

Q. Can I cancel my order?

You can cancel your order up to the date the order is dispatched from our warehouse and you will receive a full refund. If the order has been dispatched, you can still cancel your order up to 7 working days starting from the day after delivery but return charges will apply. For full details see our Returns page.

 

Payment

 

Q. How can I pay for my purchase?

You can pay for your purchase using our secure online payment system. We accept credit or debit cards.

Q. Are my credit card/debit card details secure?

Your details are processed through our secure payment provider SagePay. No Devonshire Pine Ltd employee can see your card details.

 

Delivery

 

Q. How much does the delivery cost?

Delivery is free for orders over £300 to the UK mainland and costs £30 for orders under £300. Your assigned DP Centre or our direct home delivery team will make your delivery. The DP Centre will be assigned to you when you place your order. For more details see our Delivery page.

Q. Who will be delivering my order?

Your assigned DP Centre will make your delivery. In the event where your postcode can not be assigned to a DP Centre, our experienced direct home delivery team will deliver your order.

Q. When will my items arrive?

We endeavour to deliver your items to your assigned DP Centre within the dispatched time stated against the individual product. In the case where your order contains multiple items, we will endeavour to deliver your items to the longest lead-time quoted.

Q. Will all my items be delivered together?

We won’t deliver an order until it is complete. If there is a stock issue with an item you have ordered we will inform you as soon as possible and offer you the option to cancel your order or re-select a different product. In the instance of a cancellation a full refund will be issued.

Q. Can you deliver outside of the UK mainland?

Unfortunately we are unable to deliver to addresses outside of the UK mainland.

 

Returns, replacements, refunds.

 

Q. What do I need to do if the items arrive damaged?

If you receive a damaged item and need a replacement, you need to contact us as soon as possible either in writing via email or by telephone. See our Returns page for full details.

Q. How can I return items I am not happy with?

To return an item, you first need to contact our Customer Service department who will process your request. For full details see our Returns page.

Q. How do I get a refund?

In the instance that you are to be issued a refund, it will be processed via the same method that the initial payment was made within 30 days.

Q. How do I obtain a replacement for a faulty item?

When you contact our Customer Service department to report a fault or damage, when the fault has been agreed we can then process a replacement for you. This will be delivered to your assigned DP Centre who will deliver your replacement and collect the faulty item.

 

Products

 

Q. How can I get more information on a product?

If you require further product information you can contact our Customer Service department via our Contact Us page or contact your nearest DP Centre, whose details can be found on our DP Centres Nationwide page.

Q. How can I care for my furniture?

Please refer to our Care Guide.

 

Manufacturing

 

Q. Can I have a bespoke item made?

Although all our pine products are hand-made, we are a production line factory with CNC machines set to manufacture our set sizes. To produce a bespoke item we would need to reset the machinery and manufacture one off components which we are not set up to produce. For this reason we are unable to offer a bespoke service.