Customer Service now on eMails!!!
Mercuro.co.uk has transformed their Customer Service call centre into an e-Customer Care Centre, wherein, all customer queries would be handled and resolved through emails. The reason behind this decision was to offer our valued customer a quick resolution and efficient customer service.
We had initially set-up the call centre with a view to encourage better customer service. However, due to the influx of calls, and comparatively less agents, a lot of customers complained about not getting through our phone lines. As a result, a practice which was started to help our customers had them complaining instead.
With this new e-Customer Care Centre, we assure our valued customers that we can put in our maximum efforts for the best possible resolution to your queries.
Please send in all your queries/complaints to sales@mercuro.co.uk or just use the form below.
To make things easier we have listed the answers to the most questions we are being asked by our customers. If you question is not answered below please use the web form to email us with your questions.
On average we respond to an enquiry within 3 hours; weekends and bank holidays included. Alternatively, email us with your phone number and nature of inquiry and w will call you back.
Catalogues & Brochures
1. Do you have any catalogues?
In an effort to keep our costs (and therefore our prices) as low as possible, we don't print paper catalogues. Instead, we have an extensive selection of furniture on display here on our website. If you have any questions or need any help or advice please feel free to contact us.
2. Can you send me a manufacturre brochures?
Due to frequent changes in styles, fabrics and finishes, most manufacturers don't offer comprehensive brochures of their ranges. However, if there is an item you are interested in that is not shown on our site, we may be able to e-mail a photo for you to look at. E-mail us for more information.
3. Do you have a showrooom ?
No, our website is our only showroom. By shopping online with us you will avoid hours of driving around from one showroom to another. However,depening on the item you wish to purchase we may be able to arrange for you to view the item before buying or by collecting it ;please email us for more details.
4. Do you offer samples ?
Yes, we may be able to send you samples provided any are in stock. Please email us with the products you wish to have samples for.
Security
1. How safe is to give my credit/debit card details online ?
None of the customers who have shopped at mercuro.co.uk have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet. All orders placed online with us are taken and transmitted directly to SagePay, our payment gateway, using a secure connection. We do not store your card details and they cannot be seen by any employees within Mercuro Furniture or SagePay. SagePay are our Payment Service Providers and authorise payment with your Bank or Building Society. SagePay handle online credit and debit card transactions for thousands of online retailers. All communication between SagePay and Mercuro.co.uk is done using 256-bit SSL (Secure Sockets Layer) certification.
2. How will you use my personal information?
Mercuro Furniture has a strict privacy policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.
Ordering and Payment
1. How can I place an order ?
You can order online simply by clicking the "Buy Now" button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click the "Proceed to Checkout" button which takes you to our secure checkout. You may then enter your delivery and billing information and credit card details and submit your order via our secure server.
2. What methods of payment do you accept ?
We accept MasterCard, Visa, Switch / Maestro, Solo and Dinners Club International cards as well as personal cheques and bank or building society cheques (all cheques made payable to "Mercuro Furniture"). We also accept payment via Pay Pal and bank transfers ; please email us for more info.
3. Do Mercuro.co.uk`s prices include Vat ?
Yes , all prices include Vat at 15%.
4. What happens if I cancel my order ?
An order may be cancelled at any time between the placement of the order and 7 working days following delivery of the goods. If you are dissatisfied with your purchase for any reason you may, within seven working days of delivery, contact our Customer Service department to notify us that you wish to return some or all items from your order. You can either arrange to return the goods to us yourself at your own cost or you may ask us to collect the goods in which case you will be charged £50 which will be deducted from your refund. Goods must be returned in the same condition they were in at the time of delivery and in their original packaging. Items which are not adequately packaged at time of collection may not be collected and a charge of £50 may be levied to cover cost of failed collection. Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note that for selected items of leather upholstery and any special orders there is a 50% cancellation/returns fee unless the order is cancelled within one week of placement. Mattresses can only be returned if they are unopened. Mattresses which have been opened and slept on cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it. To contact us about cancelling an order please email us.
5. How do your prices compare with others
Our prices reflect a saving of around 30% off the manufacturer's suggested retail price. While list prices and discounts vary from place to place, we are confident that our prices are among the most competitive anywhere in the UK. If you see an item cheaper elsewhere we will beat that price. Contact us more details.
6. Wat happens onced I placed my order ?
Order process:
1. We receive an order
2. Mercuro Furniture confirms order via email and lets you know if items are in stock or when due to arrive in stock
3. Provided items are in stock your order is being passed on to our couriers
4. Courier will be in touch via telephone to establish suitable delivery date and time
5. Delivery takes place on date and time agreed with the delivery company
6. Items are taken to your room of choice
Parcel deliveries will be delivered within the stated delivery time and will not be booked-in in advance.
Delivery
1. What is Mercuro Furniture`s delvery policy ?
Delivery price is £33 for an unlimited number of items. For some areas outside England and Wales delivery will be sligtly more. Large items are transported directly to your home in specially equipped furniture vans and are carried in by trained furniture delivery staff. Smaller items may be delivered by a parcel service.
2. When can I expect my order ?
For STOCK ITEMS we aim to delivery within 14 days. Delivery times vary according to the product and the manufacturer. Approximate times are given next to each product description but these may vary depending on how busy the manufacturer is when you place your order. We will endeavour to notify you as soon as possible of any delays we are made aware of. Generally, when more than one item is ordered all items will be delivered at the same time. If you have a suggestion concerning your delivery please contact us.
3. Are you able to deliver outside UK Mainland ?
Yes, we may be able to arrange deliveries ; please contatc us for details.
4. What if im unable to take delivery of my order when its ready ?
If you are having work done in your home please be aware that building projects are frequently delayed. If you are unable to take delivery of your furniture when it is ready we will store it for you free of charge for 21 days. Beyond this time we are obliged to charge a weekly storage fee of £10 per week.
5. What if my delivery contains damaged items ?
This happens infrequently, but sometimes furniture sustains minor damage during shipping or contains a manufacturer's defect. If this occurs, contact our customer service immediately. We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them returned to the manufacturer. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised).
After Sales Support
1. What if I need a replacement or a spare part?
In order to replace an item damaged in transit or to provide a spare part we require your order number, the name of the product to be replaced or the name of the spare part required (please provide the part number given in the assembly instructions where available). To request a replacement or a spare part please email us.
2. What is Mercuro Furnture`s returns policy ?
We want you to be delighted with your purchase. Once you receive your furniture you have seven working days to decide if you wish to return it. If so, then you can either arrange to return the goods yourself or you can ask us to collect them from you. If you choose the latter then you will be charged £50 which will be deducted from your refund. Whichever of the above you choose please note that all items must be returned in their original packaging or similar. Items which are not adequately packaged at time of collection may not be collected and a charge of £50 may be levied to cover cost of failed collection. Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note there is a 50% cancellation/returns fee on selected items of leather upholstery or special orders unless the pricess of maing this special order has started. Mattresses can only be returned if they are unopened. Mattresses, which have been opened and slept on, cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it.
3. What if I wish to cancel the order ?
If you wish to cancel your order you need to notify us in writing by email stating the name the order was placed in, your order number, the item(s) you wish to cancel and the reason for cancellation. If you wish to cancel your order please email us.
4. What if I wish to return an item?
If you wish to return an item you need to notify us in writing by email within seven working days of receipt of your order, stating the name the order was placed in, your order number, the item(s) you wish to return and the reason for returning the item(s). Please note that we are unable to accept returns of mattresses once they have been removed from their packaging. Items that need to be returned must be re-packaged in their original packaging.
5. What Is Mercuro Furniture`s refund policy ?
If you cancel your order before it has been delivered we will issue you with a refund subject to our policy on cancellations of made-to-order, upholstery items (50% refund if cancelled after one week from placing your order). If you cancel your order after you have received your goods we will issue you with a refund once the goods have been returned to us and they have been inspected. The refund will be subject to the returned items being in good condition. A collection charge of £50 will be deducted from your refund. Please note that refunds may take up to 30 days to process. If you have any questions relating to a refund please email us.
6. What warranties are you offering ?
All of our products come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.
Our contact address :
Should you want to post a cheque for your order or write to us, then this is our postal address:
Mercuro Furniture
First Floor ,
196 High Road
Wood Green
London N22 8HH
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