FAQ

1. About Evercrest Home

What is Evercrest Home?
Evercrest Home is a UK-based online shop focused on home and kitchen products. We only sell on our website: www.evercresthome.com.

What is your official business address?
We are a UK-registered company. Here is our official legal address:
[INSERT YOUR LEGAL BUSINESS ADDRESS HERE – COUNTRY + POSTCODE]

How can I get in touch with you?
The easiest way to reach us 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)]

2. Orders & Shipping

Do you deliver to all countries?
At this time, we deliver only to addresses within the United Kingdom (UK).

Do I pay for shipping?
No. Standard delivery is free for all eligible UK orders, with no minimum order cost.

How long does delivery usually take?
Delivery times are estimates and can vary, but in general:

  • Orders placed after 5:00 PM (GMT) are processed on the next business day.

  • Order processing time: 1–3 business days (Monday–Friday).

  • Carrier transit time: approximately 6–12 business days (Monday–Friday).

Typically, most orders arrive around 7–15 business days from the date of purchase. Bad weather, carrier delays, or peak seasons can extend this time frame.

What delivery partners do you use?
We may use Royal Mail, DPD, UPS, or FedEx, depending on your order.

How do I track my parcel?
After your order has been shipped, we’ll send you a shipping confirmation email with a tracking number and link. You can check the latest status there or on our “Track My Order” page.

My order has not arrived or is damaged. What should I do?
Please contact us at [SUPPORT EMAIL ADDRESS HERE] as soon as possible with your name, order number, and a brief description (for example “late”, “tracking not updating”, or “damaged product”). We will work with the carrier to find a solution.

3. Returns & Refunds

How long do I have to request a return?
You must request a return within 30 calendar days from the date your order was delivered.

What are the conditions for a return?
For a refund to apply, returned products must be:

  • unused,

  • in good, resellable condition, and

  • including the original packaging, labels, materials, and all accessories/manuals provided.

Do you apply your return policy globally?
No. Our Return & Refund Policy only applies to orders delivered within the United Kingdom.

What is the cost of return shipping?

  • If the product is faulty, damaged upon delivery, or not what you ordered, we’ll arrange a solution and we will cover or reimburse reasonable return shipping costs, provided you follow our return instructions.

  • If you changed your mind, ordered the wrong item, or no longer want the product, return shipping costs are your responsibility. Original shipping fees (if any) are non-refundable.

We may provide a return label for your convenience. If you use it, the cost of that label may be deducted from your refund.

Do you charge a restocking fee?
No, we do not charge a restocking fee.

Are there items that cannot be returned?
Some products are non-returnable for hygiene or safety reasons. Where this applies, it will be clearly stated on the product page before you purchase.

How do I start a return?

  1. Email [SUPPORT EMAIL ADDRESS HERE] with your order number and the reason for your return request.

  2. We will confirm if your item is eligible and send you return instructions (where to send the parcel and any return label details).

  3. Pack the item securely and return it following our email directions.

When will I receive my refund?

  • After we receive your parcel, we generally inspect it within 7 business days.

  • If your return is approved, we will issue your refund 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 display the refund on your statement.

Can I exchange an item instead of getting a refund?
In many cases, yes. If you’d like a different size, colour, or model, email us at [SUPPORT EMAIL ADDRESS HERE] and we will check what is possible based on stock availability and our current return conditions.

4. Payments

What payment options do you provide?
We currently accept several secure payment methods, including:

  • Major credit and debit cards (Visa, MasterCard, American Express, Maestro)

  • Apple Pay

  • Google Pay

  • Shop Pay

Local options may also appear at checkout if available.

In which currency will I be charged?
All orders are processed and charged in British Pounds (GBP).

Are the prices on your website inclusive of VAT?
Yes. All prices are shown in GBP and include applicable VAT.

How is my payment information protected?
Our checkout uses SSL encryption, and payments are processed by reputable third-party providers. Our systems do not store your full card number or card security code, and we do not sell your payment details.

Where can I read more about refunds related to payments?
Please see our Refund Policy for full information about eligibility, timeframes, and how refunds are processed.

5. Privacy & Data

What personal data do you collect?
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.

Why do you collect information from your website?
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.

Do you share my data with other companies?
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 to provide services to us.

Do you use cookies?
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 in Shopify’s cookie documentation.

Do I have any rights regarding my information?
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.

6. Using Our Website

Is there a minimum age to place an order?
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.

What behaviour is not allowed on your website?
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.

Can your terms and policies change?
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.

Contact Information

Store Name: EVERCREST HOME.  
Address: iDeliverd 9065, 2 Lansdowne Rd, Croydon CR9 2ER, United Kingdom
Email: [INSERT YOUR SUPPORT EMAIL ADDRESS HERE – E.G. SUPPORT@EVERCRESTHOME.COM].  
Phone: [+442045772862]  
Customer Service Hours: [INSERT THE CUSTOMER SERVICE DAYS + HOURS HERE – E.G. MON–FRI 9:00–17:00 GMT].

For your email we will respond as soon as reasonably possible.