Customer Service & FAQ
How to Contact Us
Our aim is to provide the best service we possibly can.
We are happy to assist you with a phone order. Please contact us Monday to Friday between 10am and 5pm on 07780 607360 or 07967 085856, and we will do what we can to make this easy for you.
We want you to be as happy with your purchases. If you receive the wrong item or something is missing from your order, please send us an email as soon as you can to email@example.com and we will sort it out as quickly as we can. Please help us by having your order number to hand whenever you contact us about your order.
You can phone us on either 07780 607360 or 07967 085856 between 10am and 5pm Monday to Friday.
How We May Contact You
If we have to contact you, we will do so by telephone or by writing to you at the email address or delivery address you provided to us in your order.
‘Writing’ includes emails. When we use the words ‘writing’ or ‘written’ in our Terms and Conditions, this includes emails.
For press enquiries, please contact firstname.lastname@example.org
We want our customers to have a great delivery experience when they receive our product packages, so where possible each order is delivered in recycled, and fully recyclable or reusable packaging.
We aim to dispatch in stock items within three working days of order. An email will be sent to you with the tracking number and our delivery company will contact you to confirm the delivery slot. A signature will be required on delivery. You will be able to change the delivery slot if you wish.
Some of our products are dispatched directly from our suppliers and some are made to order. If this applies to your purchase, we will contact you via email once the order has been placed with our suppliers to confirm the approximate lead time. We will then email again to confirm the delivery date for when your items are ready to be shipped. Typical delivery timescales can be found on the relevant product page.
Once items have been dispatched, delivery times are on average as follows:
UK customers: Standard delivery within 2-5 working days after dispatch.
UK customers: Express delivery (within 48 hours), orders placed before 10am.
Non-UK customers: delivery within 3-10 working days after dispatch.
If, for any reason, your order cannot be met or delivered within the specified time, we will contact you immediately to make alternative arrangements. If you have any questions or queries, or any specific delivery requirements (such as fast delivery within the UK), please contact us via email email@example.com or phone 07780 607360 or 07967 085856.
Shipping costs are calculated by total order weight, and are inclusive of handling, packaging, courier charges and VAT at the standard UK rate.
Shipping to the UK
For all products, excluding furniture and lamp base items:
Standard delivery £6.50
Next day delivery £15.00
For single item furniture and lamp base items:
Standard delivery £10.50
Next day delivery £15.00
Shipping to Other Countries Worldwide
Please note that standard international delivery is not available for all our products. However, if you need a quote for delivery outside the UK, please via email firstname.lastname@example.org or phone 07780 607360 or 07967 085856, and we’ll be happy to help. Our courier services cover over 190 countries worldwide, with a delivery time of 3-7 working days after dispatch.
Please note that for large or heavy items a ‘Special Delivery’ price will need to be obtained from the couriers. An invoice will be sent to you once we receive a quote.
VAT, Customs and Duty
All prices are in British pound sterling (£). Please note that Astman Taylor is currently not VAT registered. For deliveries to the Isle of Man, EU countries and the rest of the world note that VAT/GST charges will be subject to your local VAT/GST rate and paid upon arrival in your country.
Please note for shipping outside of the UK and the Isle of Man the customer is liable for any import duties and taxes that may be incurred. Import duty or tax costs will be invoiced to you directly from our carrier or a carrier that you appoint. Please note that we have no control over these charges or delays and cannot predict what they may be. We are unable to offer guidance on such duties or taxes and recommend that you contact your local Customs Office to determine a landed cost price prior to purchase completion. Please note that some orders may experience customs delays.
Returns, Cancellations and Refunds
We want you to be happy with your purchases. If for any reason you are not satisfied, you can return items for a refund, provided they are in their original condition and in the original packaging.
If you are looking to return the item(s), we simply ask that you notify us via phone 07780 607360 or 07967 085856 or email email@example.com within 14 days of receipt. We will email/post you a Returns Form and you must return the goods to us within 14 days of notification with the Returns Form completed.
Bespoke goods made in non-standard colours or sizes, are not returnable unless they are damaged or faulty. This does not affect cancellations or your statutory rights.
Free gifts and promotional items are not returnable.
You are responsible for the charges for the return shipping and postage will not be refunded unless the item is damaged, faulty or incorrect. There are no charges for return. Original Shipping charges are non-refundable.
Please ensure you obtain adequate shipping insurance as you are liable for the return of the items.
Our address for returns is:
Astman Taylor Ltd
Cancelling an Order
If you wish to cancel an order, please notify us as soon as you can via email firstname.lastname@example.org within 14 days of receipt. Goods must then be received back by us within 14 days of the day you told us you wish to cancel the order and return the goods to us.
Goods will only be refunded where they are received back by us in saleable condition and in the original packaging. Once your return is received and inspected, we will contact you via email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment within 14 days of receiving the undamaged saleable goods back.
Damaged or Missing Items
To minimise the possibility of breakages all items will be wrapped securely in recyclable packaging. Goods lost or damaged in transit are fully insured by our couriers. If your parcel hasn’t arrived within the specified time, please contact us immediately on 07780 607360 or 07967 085856 or email@example.com.