Our answers to frequently asked questions.
In the lead up to purchasing
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.
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.
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.
You will automatically be emailed a VAT receipt once your order has been dispatched.
Safely receiving your items
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.
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.
We offer free shipping to UK addresses on all orders over £40. Other delivery costs are calculated at checkout.
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
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.
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.
Have another question or issue?Contact Home Institute