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Tangkoko Delivery and Returns. Welcome to the Tangkoko Delivery and Returns page within this section we aim to answer all your questions with regards to the delivery and returns of your product. If for any reason we have not answered your query within this section please email us at customer.services@tangkoko.co.uk. We aim to reply to any email within 24 - 48 hours. Tangkoko is an IDIS accredited retailer, which gives you the right to have:  
1. Clear delivery information before you place your order;
Please note that the carbon generated from all of our UK delivery vehicle emissions will be off-set using2. Convenient and reliable delivery service; 3. Notification of any delivery limitations / conditions; 4. Charges that are complete and simple to understand; 5. Access to information on your order progress / history; 6. Delivery within the agreed time frame; 7. Helpful support with failed / late / attempted deliveries; 8. Your goods arriving in good condition; 9. A clear returns process, with any limitations / conditions notified prior to purchase. 
Delivery Service Summary
Measuring up We want you to be thrilled with your new purchase so please check that it fits into your house and will be in proportion to the rest of the room, especially as most of our furniture is delivered fully assembled, so measuring up for access first is particularly important. We know that some of our customers check that the furniture fits and takes up the right amount of room by using masking tape on the floor and marking out the shape. We think this makes sense and that you really should check that you have enough space to walk around the furniture, open drawers and with dining tables make sure that you can sit under the table with your chairs and that you leave at least half a metre clearance for the chair when it is out from under the table, so that there is room to sit comfortably. Standard Furniture Delivery Service  Prior to dispatch of your order, we will contact you (by email and/or phone) to arrange a date for the delivery of your furniture. Should the delivery ultimately fail, you will be liable for a minimum £30 charge towards the cost of either a further delivery attempt or return delivery to Tangkoko. Given the solid nature of our furniture, please note that it is frequently very heavy and the standard service is a one man delivery service and if you require assistance to manoeuvre the furniture into your home, we would strongly recommend the Special Care service. Typically our large furniture items are delivered by pallet, which will be your responsibility to dispose of appropriately. Please note that the furniture will be delivered to your doorstep and for health & safety reasons, the driver cannot assist you in moving the furniture either from the pallet or into your home and will not remove any of the packaging. After this, you'll be asked to sign for the furniture. All items must be signed for at the point of delivery. In signing the delivery note, you are acknowledging that the item(s) delivered are in good condition and in no way faulty or damaged. It's therefore essential that you are present. If you're not satisfied for any reason, please inform Tangkoko within 48 hours. Before purchasing your furniture please be sure it will fit in the room of your choice and will be able to pass through any door ways and passed any obstructions. The carbon generated from the delivery vehicle emissions will be off-set using Climate Care. Special Care Delivery Service:  Please note for an additional fee we can frequently offer a weekend delivery service, this must be arranged following receipt of your 'notification of order' email and depending on your location may delay the delivery of your order. We aim to deliver within 21 working days of receipt of your order, and often we will beat this delivery timeframe. However there may be exceptions to this. For example: if your particular item is out of stock, we will advise you upon receipt of your order of the estimated delivery time. You will be contacted nearer the time of your delivery to arrange a delivery slot. It is the customer's responsibility to be able to accept the delivery. In the instance of no one being available at the delivery address to accept the delivery an extra charge of £45 will be levied. 48 hours notice is required for cancellation of a pre-arranged delivery. We only charge per delivery and not per item, giving you a better quality service. The cost of this service is £45 per delivery but again for our customers In the Highlands and Islands of mainland UK, there may be a surcharge which we will advise you of upon receipt of your order. The following postcodes will typically incur a surcharge: AB, BT, CT, DT, EX, GY, HS, IP, IV, KA, KW, LD, IM, NR, PA20-PA38, PH15-PH50, PL, PO, SA, TA, TR, TQ, ZE Please advise us of any difficulties our delivery teams may encounter: Access to your property, flights of stairs etc, the more information you give us, the more likely our delivery will be successful. Before purchasing your furniture please be sure it will fit in the room of your choice and will be able to pass through any door ways and passed any obstructions. Before our crew arrive, please ensure that normal ground floor access and the room itself have enough space for your new furniture to be delivered. The two man delivery team will handle your new purchase with the utmost of care and at your invitation, place it in the room of your choice. The item is then unwrapped and presented with all wrapping materials being removed and recycled off-site, where possible. Please note however, that our drivers and staff will generally deliver through ground floor and basement level only, we do not have equipment or insurance to winch items through windows. To make sure you're completely satisfied the crew will ask you to inspect your items carefully. After this, you'll be asked to sign for the furniture. All items must be signed for at the point of delivery. In signing the delivery note, you are acknowledging that the item(s) delivered are in good condition and in no way faulty or damaged. It's therefore essential that you're present. If you're not satisfied for any reason, please inform the crew. The carbon generated from the delivery vehicle emissions will be off-set using Climate Care. Home Accessories Delivery This covers all items of non furniture with a cost of £4.95 for Standard UK Delivery of less than 2 items, increasing to £7.95 for 3 - 4 items and £9.95 for all other home accessories deliveries. All of our home accessory items will be despatched directly from our warehouse and typically with you with in 5 -10 working days. In the event of unforeseen circumstances which necessarily delay your delivery, we will inform you accordingly. These items will usually be dispatched separately from any furniture orders, however on occasion we may combine delivery orders, where appropriate. Upon dispatch of your items you will receive an email confirmation. Your goods should be with you with in approx 48 hrs of this email being sent. Home Accessory items will normally be delivered by Royal Mail or Parcel Force. They will require a signature so please feel free to include an alternate delivery address. A notification card will be left if you are not at home when we attempt to deliver your goods. Please arrange for your pick up or redelivery directly with the courier. Highlands and Islands of mainland UK. Depending upon the products you order, there may be a surcharge for delivery. Should this apply, we will contact you upon receipt of your order to confirm details. The following postcodes will typically incur a surcharge: AB, BT, CT, DT, EX, GY, HS, IP, IV, KA, KW, LD, IM, NR, PA20-PA38, PH15-PH50, PL, PO, SA, TA, TR, TQ, ZE Our terms, conditions and guarantees do not apply once items are removed from mainland UK Returns We hope you will be happy with your purchase, but in the rare instance you're not, we offer a 7 day money back guarantee. Please contact our customer service department for more information: T: 0161 850 5656 E: customer.services@tangkoko.co.uk Furniture Returns Given the nature of our furniture, the wood used in our products often has a rustic look making each item slightly different in measurements, appearance, colour and finish. We will not exchange items on a 'like for like' basis purely on the grounds of the character of the wood. Should an item arrive faulty, we will automatically offer either a replacement or a full refund. This would normally be identified as part of the delivery process, however, please contact us with in 48hrs if you subsequently identify that your goods are damaged. We reserve the right to repair an item rather than replacing it, if this is appropriate. If there is any other reason why you are not happy with the item(s), please contact us at any time up to 7 working days starting the day after receipt of the goods and we will issue a full refund minus the delivery charge relevant for your area. Please note, however that you have a duty of care for the goods during the cancellation period. Refunds will be issued to the card that was used to place the order within 30 days of the notification of cancellation. Home accessory Returns In the rare event that an item arrives faulty or damaged please contact our customer services department on receipt and we will arrange a replacement or a full refund. If for any other reason you are unhappy with any item, please return the item(s) along with your name, address and postcode and any Tangkoko account number or correspondence reference you may have up to 7 days from receiving the goods. Refunds will be issued to the card which was used to place the order within 30 days of the notification of cancellation. Please note that we will not refund the initial delivery charges except if the item(s) are being returned due to damage or a fault. The cost of returning goods is your responsibility and as you have a duty of care for the item(s), the item(s) are your responsibility until they arrive at the warehouse. We therefore recommend using a recorded delivery service for returns and advise returning with the original packaging where this is appropriate. Please return all home accessory item(s) to : RETURNS DEPARTMENT, Tangkoko Limited, Sovereign Stud, Wood Lane Mobberley, Cheshire,WA16 7NZ. | |||||||||||||||||||||||||||||||||
