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How do I know when my order has been shipped?
Is wholesale available?
Is VAT included?
After receiving the parcel, I opened the parcel briefly and did not notice the damage that I then located after taking them fully out of the box. I know it is after the three working days policy, however, what shall I do now?
I have taken the item out from the box and assembled my stools and now I have realised that I measured them incorrectly.
We wish to return an item for a refund, although I have not got the original packaging.
I returned the item that I purchased, however, I was made aware that they arrived damaged. Where do I stand?
I purchased an item from your website, however, it has developed some type of fault. I know you have a 30 day policy. What shall I do?
I no longer like the items I have purchased and would like to return them for a full credit.
Why is the shipping to US so expensive?
Can I cancel my order?
What is your Warranty policy?
Are the product images on your site exactly match with the actual merchandise color and size?
What if I have a complaint?
How will you use my company or personal details?
What is your service policy?
What is your warranty policy?
Who are EOS?
What if i have a problem with my order?
What is the delivery time?
What are the delivery costs?
Is the furniture flat-packed?
What happens if the goods I receive are damaged or have missing parts?
What Guarantee do the products have?


How do I know when my order has been shipped?
Once your order has been shipped, you will receive an e-mail from us. This e-mail confirms that your order or part of your order has shipped. You may receive multiple e-mails depending on the items you selected.

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Is wholesale available?
Yes we do wholesale to businesses and individuals. Should you need information about our wholesale prices, please send us an e-mail at essexos@yahoo.com

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Is VAT included?
All prices include 17.5% VAT (where applicable).

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After receiving the parcel, I opened the parcel briefly and did not notice the damage that I then located after taking them fully out of the box. I know it is after the three working days policy, however, what shall I do now?
Unfortunately, our policy requires that any damaged/missing/faulty items MUST be reported within this time in order to receive a replacement/refund.

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I have taken the item out from the box and assembled my stools and now I have realised that I measured them incorrectly.
As our policy states, goods can only be returned if in the original resalable condition, this means that any used or assembled items are not eligible to be returned to us.

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We wish to return an item for a refund, although I have not got the original packaging.
Unfortunately, without having the original packaging included with the product, this will affect the return as it makes the item non-returnable. This is due to us being unable to resale the item onto other customers.

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I returned the item that I purchased, however, I was made aware that they arrived damaged. Where do I stand?
Customers are liable for returns until they reach us, unfortunately if the goods are received damaged they can not be refunded. If the item is slightly damaged upon return, it will be returned to customer at their own cost, this shall be £10.00 per parcel.

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I purchased an item from your website, however, it has developed some type of fault. I know you have a 30 day policy. What shall I do?
If the item becomes faulty, please check the policy for that particular item e.g. stools have 12 months warranty. If the item is damaged after the 30 day period, unfortunately our customers are liable for the damage and a refund/replacement can not be given.

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I no longer like the items I have purchased and would like to return them for a full credit.
We are happy to receive the returned item(s) back within 30days of receipt of the goods, however, the goods will need to be returned at your own cost. Please note, that we will be unable to accept the return and no refund will be given in the event that the goods arrive to us in a non-resalable condition. Please inform our customer service team to advise us of any queries you may have.

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Why is the shipping to US so expensive?
We are based in the UK and these are very heavy and bulky items. Some of them weight more than 25- 100kg each.

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Can I cancel my order?
After you have submitted your order you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must e-mail to our Customer Service at essexos@yahoo.com. Please note that most orders process quickly and can enter the shipping process within 24-48 hours. If your order has already entered the shipping process, it cannot be changed or canceled.

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What is your Warranty policy?
EOS provides a 7-day money-back guarantee on all products. In adddition, many products in our store carry a manufacturer's warranty. Please contact us if you have any specific warranty questions.

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Are the product images on your site exactly match with the actual merchandise color and size?
We have attempted to accurately depict the colors of the products offered on this site. However, because the color you see is dependent on your computer monitor, we cannot guarantee that the color you see will be accurate. The products also may appear larger or smaller than their actual size depending on your monitor. All photographs of merchandise have been enlarged to show detail. Please see the product descriptions for the actual size of the products.

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What if I have a complaint?
We expect all of our customers to be delighted and satisfied by the products they purchase from us. In the unlikely event that a customer is not happy with the products or the experience of purchasing from us we expect them to contact us immediately and we will resolve the issue as speedily as possible.

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How will you use my company or personal details?
All customer information is kept strictly confidential and will never be passed on to a third party.

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What is your service policy?
In the unlikely event that you have any problems with the products you have purchased from us we will contact the manufacturer and try to resolve the issue under the terms of the manufacturer's warranty as speedily as possible. We only offer furniture that is considered to be high quality items from manufacturers who have longstanding and excellent reputations in the office furniture marketplace.

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What is your warranty policy?
We source the products we offer based on quality and value for money. All the products are supported by a manufacturer's warranty which is normally one year from date of delivery. Each manufacturer has detailed specifics on their warranties. Your statutory rights are not affected.

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Who are EOS?
We one of the fastest growing online furniture store in the UK offering good quality contemporary products at very competitive prices and offer a delivery service that actually makes shopping online convenient. We are a family business who's aim is to make sure our customers get the best service possible. Our sales staff are always on hand to give you expert advice whether it be about a new desk or chair, or you are moving office and have a tight deadline to meet - we want to take some of the stress off your shoulders!

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What if i have a problem with my order?
We take customer services seriously! We know that from time to time, things don't go 100% to plan. But unlike other companies who leave you on hold for long periods of time, we want to get the problem sorted as quickly as possible for you, OUR CUSTOMER. If you have any problems with your order, please do not hesitate to drop us an email to essexos@yahoo.com and we will reply within 24 hours with either an answer, or to keep you in the loop with what we are doing to sort this issue.

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What is the delivery time?
Delivery times vary between approximately 2 and 15 working days from date of cleared funds, or as otherwise indicated against a specific product – some products will arrive within 5 working days and others may take slightly longer. We will give you the manufacturer’s estimated delivery timescale when we have acknowledged receipt of your order. Please note, however, that this date is not guaranteed as delays are possible during the manufacturing or delivery process. We will always keep you informed if this is the case.

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What are the delivery costs?
Delivery is free to all UK Mainland locations (excluding the Highlands on some products - please contact us for details and quotation if you are situated in the Highlands). We do not deliver to locations outwith the UK mainland. Delivery is to ground floor reception with easy access only, unless otherwise stated. Please let us know if you require delivery other than ground floor, as we may need to send additional staff to assist with the delivery.

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Is the furniture flat-packed?
To keep costs to a minimum, some furniture is flat-packed but requires minimal assembly. We will normally indicate whether any assembly is required beside the product. Most of our office chairs require minimal assembly. In our UK manufactured desking ranges, all products except for the desks are delivered fully assembled (e.g. bookcases, storage cupboards are all assembled prior to delivery). We also offer an installation service - please contact us for details.

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What happens if the goods I receive are damaged or have missing parts?
When you receive the delivery, please inspect the packaging carefully. If it is damaged in any way, refuse the delivery. If, when you unpack the goods, you discover the furniture is damaged, please contact us within 24 hours of the delivery and we will replace it as soon as possible. Damaged or faulty goods must be re-packed into the original packaging and sealed securely. It there are any missing parts in your delivery, please e-mail or call us and we will arrange for the missing parts to be sent directly to you. You should obtain an RMA number from us prior to returning any goods.

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What Guarantee do the products have?
All our furniture carries at least a one year manufacturer’s warranty. Some products carry a 10 or 15 year guarantee. The warranty is normally stated beside each product. In the unlikely event that a fault occurs within the warranty period, we will repair or replace the faulty item. This does not include items which are damaged by “fair wear and tear”.

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Last Updated: 13 May 2008 14:58:30 PDT home  |  about  |  terms  |  contact
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