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FAQs

Our answers to frequently asked questions.

Ordering

In the lead up to purchasing

Are my details safe with you?

Yes, any information provided is stored on a secure server. Also, we do not collect your debit or credit card details. How we capture and manage data about you is dealt with in our Data Protection and Privacy Policy.

What payment methods do you accept?

You can pay using most debit and credit cards via PayPal’s secure checkout or opt to pay using debit or credit card details stored in your Amazon account.

Can I order over the phone?

No. To ensure we manage and process payment details correctly and securely we do not take payment details over the phone. If you are having issues with the payment process or need to make a order for a modified or bespoke order, you can email us and we can send you a personalised PayPal link so that you can make payment with your debit or credit card.

Do you gift wrap?

We currently do not provide a gift wrapping service. However, we can provide a personalised message and remove the invoice. Please mark your order as such in the notes section at checkout.

I need a VAT receipt

You will automatically be emailed a VAT receipt once your order has been dispatched.

Delivery

Safely receiving your items

When will I receive my order?

Items are typically delivered to UK addresses within five working days from payment clearance, with most deliveries being made in two working days. For details and exceptions, read our Deliveries, Exchanges and Returns information.

Do you offer Expedited Delivery?

Select ‘Expedited UK Delivery’ at checkout and we’ll dispatch your order via the fastest route and with the fastest service our delivery agent can offer for your location. Deliveries are commonly made the next day depending on the location. UK only.

How much does delivery cost?

We offer free shipping to UK addresses on all orders over £40. Other delivery costs are calculated at checkout.

Can I have the item left in my safe place?

We’ll copy and paste any delivery instruction you add at checkout into a note for the courier. Parcels are left at the discretion of the delivery agent, so we can not guarantee that your item will be left if you are not home. We are not able to insure left items. In general, we recommend you have items delivered to an address where someone you trust can receive them.

Exchanges & Returns

Managing changes to orders

I didn't receive what I ordered

We sometimes ship orders of more than one item in different shipments. So if you have received only part of your order, please check your communications from us to check how many deliveries to expect. If an item is missing, or incorrectly picked, please let us know and we’ll sort it out ASAP.

I ordered the wrong item. What do I do?

No worries. Just following the Exchanges Process. Be sure to email us, so that we can reserve your replacement item to prevent unnecessary delays.

My item arrived damaged

If the parcel is delivered damaged, please refuse delivery. If an item arrives damaged, please photograph the item, clearly showing the damage, and email us.

Can I return an item?

Yes. Please following the Returns Process to ensure that your items are swiftly and accurately processed.  

Have another question or issue?

Contact Home Institute