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FAQs and Delivery

Q. Can I send to an alternate delivery address?

Yes, you can choose this option as you progress through the buying process. However please ensure you use a card that is verified by Visa/Mastercard, as they have to do stringent security checks.

Q. Will I be advised when my order will be dispatched?

Our dispatch department will email you the evening before dispatch. N.B. It is also advisable to add sales@thelivingstore.co.uk to your safe senders list, this will ensure it does not end up in your SPAM folder.

Q. I am not receiving email replies from you?

An increasing number of e-mail clients (Outlook, AOL, Hotmail, etc.) are including spam blockers that can affect delivery and display of some e-mail messages. This means that sometimes those desired e-mail communications might not reach you, or they might be displayed without images. To ensure that you continue receiving your e-mail or your subscriptions, and that they display properly, we recommend adding the email address or domain to your list of safe senders.

Q. I cannot see the Secure Padlock?

The padlock will ONLY appear when you enter the 'Checkout' process. From then on all data is encrypted. Be assured that we take data security very seriously.

Q. My item is faulty/damaged what should I do?

Please send details of the fault or damage to sales@thelivingstore.co.uk quoting the last 5 digits of your order. We will reply with what action to take.

Q. Does your Warranty cover include the maker's warranty?

Yes if we state 5 year cover this includes the makers warranty. It will not be added to the maker's warranty

Q. It has been 3 months and i have not had my warranty paperwork?

All extended warranties commence after the makers warranty expires, normally 12 months and increasingly 24 months. We register our warranties with Domestic & General Insurance normally within the first 16-20 weeks of purchase. So please allow this length of time before making enquiries.

IT IS IMPORTANT TO NOTIFY US BY EMAIL IF POLICY DOCUMENTS HAVE NOT BEEN RECEIVED IN THE FIRST SIX MONTHS.

Q. Are your products genuine and new as they seem very cheap?

All our products are Brand new and UK models no grey imports or shop soiled. Occasionally we have customer returns and if so these are clearly indicated as such.

Q. How do I cancel an order?

Locate the order confirmation you received when you placed your order. Click on Reply button and type 'Cancel' in the subject box. Or Type the last 5 digits of your order in the subject box followed by the word 'cancel' and send to sales@thelivingstore.co.uk

Q. Can I track my Order?

Our dispatch department send you an email the evening before the goods are dispatched where a link to the courier tracking system is included.

Q. Why can't I contact you by phone

The Living Store has always strived to provide the best prices possible, and to achieve this we have automated the system as much as possible. Having staff to answer the phone cost money which raises prices. We have two systems in place to allow you to contact us with queries, either click on 'Contact Us' and use the appropriate email form or click on the 'Live Chat' button and ask your query. The telephone number for telephone sales is for taking telephone orders only and the staff have no access to order information or stock availability.

Delivery Information

NEXT DAY DELIVERIES MUST BE PLACED BY 2PM

Deliveries should be signed for as checked and damaged parcels notified to the carrier at the time of signing. Notification of damaged goods must be made as soon as possible after delivery by email to sales@thelivingstore.co.uk.

If you require an update on your order please email sales@thelivingstore.co.uk with the last four digits of your order number, post code and ask for a update.

Deliveries outside UK mainland as follows: Please note for deliveries to areas listed below (outside UK mainland) you must be aware that we do not operate a collect and return service for warranty repairs. You must ensure you have local repair agents. Alternatively you may return the item to us for repair at your own cost for return and collection unless the goods are faulty at time of delivery or have an inherent defect. This does not affect your statutory rights.

As we do not operate the deliveries ourselves we cannot take any responsibility for failed deliveries as a result of couriers not contacting consumers on the day of delivery. Any claim will be looked at on an individual basis.


UK MAINLAND

STANDARD SERVICE (1-3 days)

UK MAINLAND (All our prices include Delivery to the UK mainland only (excluding Scottish Highlands and Islands, IOM, CI and N Ireland)

Our standard deliveries are made by a third party carrier, this includes:Delivered to your front door. Delivery Monday to Friday. ( Excluding Bank Holidays) (0800-1800hrs). Delivery cost included in price. Saturday Delivery additional 25


SCOTTISH HIGHLANDS

STANDARD SERVICE (2-3 days)

Our standard deliveries are made by a third party carrier, this includes Delivered to your front door. Delivery Monday to Friday. ( Excluding Bank Holidays) (0800-1800hrs) The following postcodes will be subject to a 10 additional charge. Large items such as large screen TV's, Home Cinema kits, BBQ's, and garden furniture are quoted individually, please email sales@thelivingstore.co.uk and ask for a quote: AB31, 33-38, 41-45, 51-56, FK15-21, IV, KA6, KA18-26, KA29-30, KW1-14, LD, LL, PH4-13, PH15-41, SA19-73, SY15-25, TD Saturday Delivery in addition to all other charges 25

SCOTTISH ISLANDS

STANDARD SERVICE (3-5 days)

Our standard deliveries are made by a third party carrier, this includes: Delivered to your front door. Delivery Monday to Friday. ( Excluding Bank Holidays) (0800-1800hrs). The following postcodes will be subject to a 20 additional charge. Large items such as large screen TV's, BBQ's, and garden furniture are quoted individually please email sales@thelivingstore.co.uk and ask for a quote: KW15-17, ZE, HS, PA20-38, PA41-49, PA60-69, PA71-78, KA27- 28, PH40-44. Saturday Delivery in addition to all other charges 35

I.O.M

STANDARD SERVICE (3-5 days)

Our standard deliveries are made by a third party carrier, this includes: Delivered to your front door. Delivery Monday to Friday. ( Excluding Bank Holidays) (0800-1800hrs). The following postcodes will be subject to a P.O.A. addition charge (email sales@thelivingstore.co.uk): IM. Saturday Delivery in addition to all other charges 35

NORTHERN IRELAND

STANDARD SERVICE (2-3 days)

Our standard deliveries are made by a third party carrier, this includes: Delivered to your front door. Delivery Monday to Friday. ( Excluding Bank Holidays) (0800-1800hrs). The following postcodes will be subject to a P.O.A additional charge (email sales@thelivingstore.co.uk): BT. Saturday Delivery in addition to all other charges 50

CHANNEL ISLANDS

STANDARD SERVICE (2-3 days)

Our standard deliveries are made by a third party carrier, this includes: Delivered to your front door. Delivery Monday to Friday. ( Excluding Bank Holidays) (0800-1800hrs). The following postcodes will be subject to a P.O.A additional charge (email sales@thelivingstore.co.uk): GY, JE. Saturday Delivery in addition to all other charges 50

Delivery Schedule

Items marked 'In stock' are dispatched on secure overnight delivery and delivered within 24-72 hours, subject to card payment. (During Xmas period please allow an extra 2-4 days). Items marked 'Available now' are normally dispatched within 5-14 days of order (excluding bank holidays and weekends) however some deliveries can take up to 28 days.

All deliveries will be to the customers door only. In the case of Flats or Properties with stairs the courier will deliver to the ground floor only. They will at their discretion attempt the delivery where there are operating lifts.  In such cases it is the customers responsibility to arrange assistance to complete the delivery.  IF YOU ARE IN ANY DOUBT PLEASE CONTACT US.

The Electric Incentive Co. Ltd (T/as) TheLivingStore
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