DELIVERY & RETURNS
UK delivery service, we aim to dispatch items within 3-5 working days via recorded delivery. Please note that at busy times like Christmas, mother's day, father's day etc these time may be extended due to demand.
Royal Mail first class signed for aims to deliver next day but cannot guarantee next day delivery. Please note that at busy times we aim to get first class orders out as soon as possible and once in the arms of Royal Mail we are not responsible for delayed deliveries.
Personalised item take 5-7 days to make before dispatch so please allow time for this.
Free collection from store - Ambience Home
73 Banstead Road
UK standard delivery - £4.95
UK Express signed for delivery - £6.95
Please note: We are a very small family run business, sometimes there are glitches within our website and certain delivery options that shouldn't be available show. Please note if you choose a delivery option that isn't suitable for your purchase we will be in contact with you to change the form of delivery.
Paint delivery: Paint orders are normally delivered within 2 days of ordering Monday-Thursday. If ordering paint on a Friday this will be processed Monday and delivered during that week (Mon-Friday.) If you are in need of paint to be delivered next day guaranteed then you will need to contact us directly at Kelsie@ambiencehome.co.uk as there is an extra charge for this option. PLEASE NOTE, WE CAN NOT DELIVER PAINT ON A SATURDAY OR SUNDAY.
Please allow at least a week for any personalised items to be made before dispatch. It will then be 3-5 days after dispatch that you should expect your goods so please bare this in mind when ordering.
Return & Refund Policy
Thank you for shopping at Ambience Home, of course we hope that everything you buy you love but if you are not entirely satisfied with your purchase, we're here to help.
You have 14 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging and needs to have the receipt or proof of purchase returned back within the same parcel, without this we cannot accept the item.
The item and the cost of returning the item is your responsibility, we strongly suggest that you send it with insurance and keep the proof of postage in case it goes missing in transit. If it does go missing in transit we are not responsible for the item and the refund will not be issued. Please make sure the items are packaged properly and cannot get damaged on the way to ensure that your item will be accepted. In the unlikely event that an item is returned to us in an unsuitable condition, we will not issue a refund and the item will be returned to you.
Once we receive your item, we will inspect it and notify you that we have received your returned item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
We do not refund the shipping costs as we do not get these costs back once sent.
Please note that any bespoke, personalised or items made specifically for you are non-returnable and therefore non-refundable. Paint is also non-returnable and therefore non- refundable so please make sure you choose the right colour, size and finish and double check again at checkout. This is in line with Long Distance Selling Regulations governing the sale of personalised products
If you have any questions on how to return your item to us, contact us.
If you happen to receive your order and it is faulty or broken then you MUST notify us within 48 hours of receiving the faulty item, to do this please contact us at Kelsie@ambiencehome.co.uk. Only once you have notified us will we be able to process the full refund. If you send faulty items back to us without notifying, it will be refused and seen as an item not returned to us unused and in the original condition.
Faulty Personalised Items
If you receive a personalised item that is faulty then we will happily replace the item for you. You will need to report it broken within 48 hours of receiving the product by emailing Kelsie@ambiencehome.co.uk and attaching any photos of the faulty product. Please bare in mind the next few points.
Wood is a natural material so each piece is wonderfully unique in its own way. Knots and markings occur naturally and do add to the charm of the product. Additionally, when it is being engraved, each wooden piece can reveal either a darker or lighter engraving depending on the grain. Please note that this is a natural feature and not a fault.
This does not affect your statutory rights.
Our returns address is:
Ambience Home RETURNS, 73 Banstead Road, Carshalton Beeches, Surrey, SM5 3NP
We regret that no returns can be made in person to our store at this current time.
We are not responsible for any items that are returned to us by mistake.
If you’d like to return your item for an exchange, please contact our customer service team by emailing: Kelsie@ambiencehome.co.uk