FAQ
FAQ (Frequently Asked Questions)
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1. About Evercrest Home
Q: What is Evercrest Home?**
A: Evercrest Home is a UK-based online shop focused on home and kitchen products. We only sell on our website: **www.evercresthome.com**.
**Q: What is your official business address?**
A: We are a UK-registered company. Here is our official legal address:
**[INSERT YOUR LEGAL BUSINESS ADDRESS HERE – COUNTRY + POSTCODE]**
**Q: How can I get in touch with you?**
A: The easiest way online is via email:
**[INSERT YOUR SUPPORT EMAIL ADDRESS HERE – E.G. SUPPORT@EVERCRESTHOME.COM]**
You can also call us at **[INSERT YOUR CUSTOMER SERVICE PHONE NUMBER HERE WITH COUNTRY CODE]** during:
**[INSERT YOUR CUSTOMER SERVICE DAYS + TIMES HERE – E.G. MON–FRI 9:00 AM – 5:00 PM (GMT)]**
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2. Orders & Shipping
Q: Do you deliver to all countries?**
A: Right now, we only ship to delivery addresses in the UK. Orders made by people in countries other than ours cannot be accepted.
Q: Do I pay for shipping?**
A: No. Standard delivery will be free for all eligible UK orders, with no minimum order cost.
Q: How long does delivery usually take?**
A: Delivery times are estimates and vary depending on the date, but in general, our pace is:
- Orders made after **5 PM (GMT)** are handled in the next business session on the next day.
- Processing of orders:** 1–4 business days (Monday–Friday).
- Transportation time with the carrier:** approximately 6–12 business days (Monday–Friday).
Typically, most orders will arrive around **7–16 business days** from the date of purchase. Bad weather, carrier delays, or peak seasons can extend this timeframe.
Q: What kinds of delivery partners do you work with?**
A: We may use **Royal Mail, DPD, UPS, or FedEx** based on your order.
Q: How do I track my parcel?**
A: After your order has been completed, we will send you a shipping confirmation email with a tracking number and link. Check the latest status at this link, or on our **“Track My Order”** page.
Q: My order has not arrived or is damaged. What should I do?**
A: Please contact us about this at **[SUPPORT EMAIL ADDRESS HERE]** immediately with your name, order number, and a description (for example “late”, “tracking not updating”, or “damaged product”). We’ll work with the carrier to find a solution.
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3. Returns & Refunds
Q: How long do I have to request a return?**
A: You need to request a return within **30 calendar days** from the date your order was delivered.
Q: What are the conditions for a return?**
A: For a refund to apply, returned products must be:
- unused,
- in good condition to be resellable, and
- including the original packaging, labels, materials, and all accessories/manuals provided.
Q: Do you apply your return policy globally?**
A: No. Our Return & Refund Policy is for orders **delivered within the United Kingdom**.
Q: What is the cost of return shipping?**
A:
- If the product is faulty, damaged upon delivery, or not what you ordered, we'll arrange a solution for you and you’ll be able to recover or cover the return shipping costs, as long as you follow our return instructions.
- If you changed your mind, ordered the wrong item, or no longer want the product, return shipping cost is your responsibility**. Original shipping fees (if any) are non-refundable.
We may provide a return label for customer convenience which you can use, but the cost of that label may be deducted from your refund.
Q: Do you charge a restocking fee?**
A: No, we do **not** charge a separate restocking fee.
Q: Are there items that cannot be returned?**
A: Some products are **non-returnable** to maintain hygiene or safety. When this applies, you will see this clearly stated on the product page before you purchase it.
Q: How do I start a return?**
A:
1. Email **[SUPPORT EMAIL ADDRESS HERE]** with your order number and the reason for your return request.
2. We will let you know if your item is eligible and send return instructions (i.e., where to send the parcel and applicable return label details).
3. Pack the item securely and return it following our email directions.
Q: When will I receive my refund?**
A:
- After we receive your parcel, we generally inspect it within **7 business days**.
- If your return is approved, we will refund your return within a further **7 business days**, using your **original payment method** (unless otherwise agreed).
- Your bank or payment provider may need up to **7 additional business days** to show the refund on your statement.
Q: Can I exchange an item instead of getting a refund?**
A: In many cases, yes. If you want a different size, color or model, email us (**[SUPPORT EMAIL ADDRESS HERE]**) and we will see what is possible based on stock availability and our current return conditions.
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4. Payments
Q: What payment options do you provide?**
A: We currently accept several secure payment methods, including:
- Major credit and debit cards (Visa, MasterCard, American Express, Maestro)
- Apple Pay
- Google Pay
- Shop Pay
- PayPal
Local options can also appear at checkout if available.
Q: In which currency will I be charged?**
A: All orders are processed and charged in **British Pounds (GBP)**.
Q: Are the prices displayed on your website inclusive of VAT?**
A: Yes. Prices for all products are shown in **GBP** and include applicable **VAT**.
Q: How is my payment information protected?**
A: Our checkout uses **SSL encryption** and payments are processed by reputable third-party providers. Our own systems do **not** store your full card number or card security code; we do **not** sell your payment details.
Q: Can I pay with PayPal?**
A: Yes. Choose **PayPal** at checkout and you will be redirected to PayPal’s secure website to log in and confirm your payment. When finished, you’re sent back to Evercrest Home, where your order confirmation will appear.
Q: Where can I read more about refunds related to payments?**
A: Please see our **Refund Policy** for full information about eligibility, timeframes, and how refunds are processed.
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5. Privacy & Data
Q: What personal data do you collect?**
A: We may collect information such as your name, contact details, billing and delivery addresses, order and payment information, and technical data including your IP address and browser type.
Q: Why do you collect information from your website?**
A: We use your information to:
- process and deliver your orders,
- manage your account and order history,
- provide customer service,
- maintain security and prevent fraud, and
- improve our website and services.
Where permitted by law or with your consent, we may also use your details to send you updates or marketing communications. Full details are provided in our **Privacy Policy**.
Q: Do you share my data with other companies?**
A: We only share your data with trusted third parties who help us operate our store, such as **Shopify** (our ecommerce platform), payment processors, shipping companies, and technical/analytics partners. These parties are required to protect your data and may only use it for the services they provide to us.
Q: Do you use cookies?**
A: Yes. We use cookies and similar technologies to keep our website running smoothly, remember your preferences, and understand how visitors use the site. More information is available in our **Privacy Policy** and Shopify’s cookie documentation.
Q: Do I have any rights regarding my information?**
A: Depending on your location, you may have rights to:
- access your personal data,
- correct inaccurate data,
- delete certain data,
- restrict or object to specific processing, and
- request data portability.
To exercise any of these rights, please contact us at **[SUPPORT EMAIL ADDRESS HERE]**. Further details are included in our **Privacy Policy**.
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6. Using Our Website
Q: Is there a minimum age to place an order?**
A: By placing an order, you confirm that you are legally old enough to enter into a contract in your country of residence or have permission from a parent or guardian.
Q: What behavior is not allowed on your website?**
A: We expect visitors to use the website lawfully and respectfully. You must not:
- use the site for any illegal activity,
- infringe intellectual property rights,
- harass or abuse other users,
- upload or distribute malicious software or harmful code, or
- attempt to interfere with the normal operation or security of the site.
You can read the full list in our **Terms of Service**.
Q: Can your terms and policies change?**
A: Yes. We may update our **Terms of Service**, **Privacy Policy**, **Shipping Policy**, **Refund Policy**, and **Payment Policy** from time to time. The most recent versions are always published on our website. If you continue to use our site after changes take effect, this will be treated as your acceptance of the updated terms.
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Contact Information
Store Name: **EVERCREST HOME**
Address: **[INSERT YOUR LEGAL BUSINESS ADDRESS HERE – COUNTRY + POSTCODE]**
Email: **[INSERT YOUR SUPPORT EMAIL ADDRESS HERE – E.G. SUPPORT@EVERCRESTHOME.COM]**
Phone: **[INSERT YOUR CUSTOMER SERVICE PHONE NUMBER HERE WITH COUNTRY CODE]**
Customer Service Hours:
**[INSERT YOUR CUSTOMER SERVICE DAYS + TIMES HERE – E.G. MON–FRI 9:00 AM – 5:00 PM (GMT)]**
We aim to respond to all customer inquiries as quickly as reasonably possible.