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Customer Service Terms and Conditions

Still a family business, still with a physical store, and still with our longstanding UK staff, we are here to help you.

Delivery

Please see our Delivery Information page for full details

Methods of Payment

You can make a secure payment by credit card using our Secure Server and Shopping Cart.

You can pay using the following credit cards: Maestro, Visa, MasterCard, Solo, Electron and American Express.

Card Security Code

The Card Security Code is an extra security measure intended to ensure that you are in possession of the card at the time of placing the order. It also known as a CVC or CVV2 code.

If you have an American Express card, the code required is a four digit number, printed on the right hand side of the card, just above the long number across the middle.

For other cards, the security code is 3 digits, and is printed on your signature strip to the back of the card. Often the code here will be longer than 3 digits - where this is the case, only the last 3 digits are required.

Security

All of the credit card information sent to Seymours Limited travels through a Secure Socket Layer (SSL) 'pipeline'. The information goes from your computer to our secure server. SSL is the most advanced security measure available.

Returns, Refunds and Cancellations

We want you to be 100% delighted with your purchase. If you are not satisfied and wish to return or exchange something, you have 14 days from the date you receive your items to notify us of this. Having notified us, you then have 14 days in which to make the return. Special order and made to order items are ordered in on your request, and we are unable to accept return or cancellations of these once an order has been placed

Please note that we are unable to accept the return of duvets, pillows and mattress protectors due to strict hygiene regulations. We will only refund these products if they are faulty. 

It is very important that any goods returned are in their original packaging, unused and in a condition exactly as they were sent to you. If returns are received out of packages, or in a condition that is not how they were sent to you, we will not accept the return and will not process a refund or exchange. You will also be asked to pay the carriage costs associated with returning these items to you.  

Your statutory rights are unaffected.

Please note we are unable to accept Farrow & Ball wallpaper returns or cancellations as all wallpaper is made to order

So that we can handle all your returns efficiently please:

1. Contact us first so that we know to expect your return
2. In many cases within the UK mainland we are able to help by subsidising your return. 

DPD (Drop Off Shop)

We can email you a DPD returns label at a cost of £7, which we will deduct from your refund 

You simply choose a convenient DPD Pick Up Shop to drop off your returns. 

Fragile items and liquid items cannot be sent using this service.

Goods must be returned in the original, unused condition (with packaging completely intact and goods fit for resale) 

DHL (Home Collection)

We can organise a DHL collection from your home at a cost of £10, which we will deduct from your refund. This is only available for small to mid sized parcels, as DHL will charge volumetrically and larger parcels will incur increased costs. Please contact us with details of your return and parcel size for us to more accurately quote a returns cost by DHL.

 Access to a printer is required to print the returns label.

It is important that if using this service, you are at home for the driver to collect. We will usually be able to offer a 3 hour time slot, but during busy times, this cannot be guaranteed. 

Goods must be returned in the original, unused condition (with packaging completely intact and goods fit for resale) 

RETURN IN PERSON OR BY YOUR OWN COURIER

Alternatively, you can return your items to store, or take your items to the local Post office OR by using your own courier. Please and ask for a "Certificate of Posting", stating our return address. Please obtain a proof of postage receipt and we advise using a tracked service. We cannot accept responsibility for lost parcels so please make sure you have this certificate so that you have a claim with your courier if items are not returned to us as expected. Items returned with postage unpaid will not be delivered. 

Post it back to us in the original, unused condition (with packaging completely intact and goods fit for resale) quoting your order ID to:

1. Seymour's Limited (Deliveries and Returns)
   17 Northumberland Street (Rear of 24 Grange Road)
   Darlington
   County Durham
   DL3 7HJ
2. We will then refund or exchange your items for you
3. Where you are returning faulty goods, we will only refund the costs of postage (to a maximum of £7.00) and only where we have accepted that the item returned is deemed of faulty manufacture. This may mean that in certain circumstances, we will need to forward products to our suppliers for inspection / testing. Your statutory rights are unaffected.

INTERNATIONAL RETURNS

We want to make returns as easy as possible for you, wherever you are in the world.

Returns for customers outside the UK can be organised at a cost using our couriers DHL or UPS

Please contact us first, within 14 days of delivery to let us know that you would like to make a return. Having notified us, you then have 14 days in which to make the return. Special order and made to order items are ordered in on your request, and we are unable to accept return or cancellations of these once an order has been placed.

Please note that we are unable to accept the return of duvets, pillows and mattress protectors due to strict hygiene regulations. We will only refund these products if they are faulty.

It is very important that any goods returned are in their original packaging, unused and in a condition exactly as they were sent to you. If returns are received out of packages, or in a condition that is not how they were sent to you, we will not accept the return and will not process a refund or exchange. You will also be asked to pay the carriage costs associated with returning these items to you. The only exception to this is in the event that you have received a damaged or faulty item from us. We will be happy to refund you for any merchandise that is returned to us unopened and in its original condition.Returns must be packaged in waterproof packaging with our returns address clearly marked on the exterior of the parcel. Seymour's Home does not refund packaging costs for the return.

Please allow up to 3 working days from when we receive your item for your refund to be processed.

Sale items can also be returned for a full refund.

Your statutory rights are unaffected.

To get a quote on a return please contact our customer service team on info@seymouirshome.com. Please provide your order number, the size and weight of the parcel you would like to return, and a day between Monday-Friday for collection to be organised.

Please allow for 48 hours for the collection to be organised. Once you have accepted our quote for the return, a copy of a returns label will be emailed over for you to attach to your parcel.

Couriers may only be available to collect at certain times depending on your location.

Please be aware If you are unavailable for collection on the day agreed additional charges may apply.

Alternatively, you can send the goods back to us at your own convenience using your preferred method of return. Once you have notified us of your return, please use the following return address:

Seymour's Home (Deliveries and Returns)
17 Northumberland Street (Rear of 24 Grange Road)
Darlington
County Durham

United Kingdom
DL3 7HJ

We strongly recommend you return your items via a trackable service, as without proof of delivery, in the unlikely event your parcel goes missing in transit, we may be unable to process your refund.

Seasonal Returns

Orders placed between 3rd November and 12th December can be returned up until 6th January

Orders placed after 12th December will be subject to our std terms and conditions, 14 days to notify us you are making a return and another 14 days to send it back to us.

COMPLAINTS

It is our interest to resolve any complaints as soon as they occur.

We will personally deal with all complaints as soon as possible, acknowledging your complaint within 48 hours and keeping you informed of our progress during the complaints procedure.

If you have a complaint, please don't hesitate to contact us.

PRIVACY POLICY

Seymour's Limited are committed to protecting your privacy. All information will be collected lawfully and in accordance with the Data Protection Act 1998.

We will only collect personal information when you provide it to us on our enquiry form or order form. You can check the information that we have about you by emailing us. If you find any inaccuracies please let us know and we will delete or correct it for you.

We will not email you in the future unless you have given us your consent or pass your email address to other websites unless you agree.

In order to provide the most usable service, we may use technology to track the patterns of behaviour of visitors to our site. This will include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

For further details, please visit our Privacy and Cookies page.