Where are you based and do you have a furniture showroom?
We are located in Glasgow
How big is your showroom and do you display everything what's on your website?
Our Glasgow showroom is 7,000sq ft. Though we have this furniture store, it's not possible for us to display everything we have on our online furniture website. If you are planning to visit us to view a particular product, we advise you to please call us before you start your trip and inquire with us if we have the product you want to view on display. We do not guarantee the product of your choice is on display and we really don't want you disappointed wasting a journey.
How can a product be purchased from ImagineX Furniture & Interiors?
We offer 3 different options to place order for your favourite product.
(a) Order Online
(b) Order In Store
(c) Order over the Phone
We accept almost every method of payment forms.
(a) Pay by Credit or Debit Card
(b) Pay by Bank Transfer
(c) Pay by Cheque or Bank Order
Is it safe to give my credit/debit details?
At ImagineX Furniture & Interiors we take security very seriously and we ensure all credit/debit card details are in safe and secure atmosphere, your transactions are processed via a secure merchant account and once payment is received we provide a receipt for confirmation which can also be sent via email/post to you.
Please explain to me the process after I place my order?
There are several stages an order goes through while under process and it's our job to keep you notified at each stage. Please find below what happens after an order is placed.
(a) Once you have purchased the furniture you like online or in store, we will send you an email for confirmation of your placed order with the details of product, price you have paid and estimated delivery timescale.
(b) Accounts at ImagineX will then verify your payment details and forward your order to our admin department for process. You will be notified when this happens; usually it takes 1 or 2 working days. In case there is any problem with your payment details, we may ask you to provide documents to ensure the safety of the card holder. This does not affect your statutory rights.
(c) Our admin team will then check stock with our warehouse or supplier and allocate the product under your invoice number. In case the item is not available, our admin team will get in touch with you immediately and inform you about the earliest availability of the product.
(d) After your product is allocated, your invoice will be then forwarded to our delivery and dispatch team who will further contact you to book a delivery date and time, if we are unable to get in touch with you we will phone you/leave a voicemail asking you to contact us to book your delivery.
Will I be charged for delivery?
WE OFFER FREE UK DELIVERY ON ALL FURNITURE ORDERS.
Please Note: We offer different delivery rates based on buyer location. Delivery to certain locations will include a surcharge. You will be informed of this after you place an order or if you inquire before placing an order we will let you know how much it will cost to deliver to your area.
If requested delivery address is NON UK Mainland we quote further postage charge based on item weight and dimensions. I.e. THE POSTAL SERVICES (Parcel force / Royal Mail / DHL) ADD SURCHARGES TO DELIVERIES TO THE FOLLOWING POSTAL AREAS NORTHERN IRELAND, CHANNEL ISLANDS, ISLE OF MAN, AND ISLES OF SCILLY BT, IM, TR21-25. THE HIGHLANDS AND ISLANDS OF
If you are unsure about how much the delivery will be to your area please don't hesitate to contact us.
I am not happy with my purchase and wish to return the product?
We operate a no refund policy on all furniture items due to associated returns costs of heavy items, as well as ensuring all of our products for sale are brand new. However if your item(s) arrive damaged or not in the original condition we will accept returns.
If you are not happy with your purchase and wish to return an item you have bought from ImagineX, you must email us in writing at email@example.com informing us about your wish to cancel the order. You do not need to explain the reason why you wish to cancel but if you do so it will help us to improve.
Please Note: A cancelled item must be returned in its original packaging or refunds cannot be processed.
How long will it take for my order to get delivered?
Delivery time varies from product to product. Please refer to delivery time indicated on every product. If your cart contains products having different delivery time scale, we will consolidate all items for one delivery and the whole order will be delivered in one batch. In such case the product having the longest delivery time scale will be calculated as the delivery time of the whole order. However if you wish to take in deliveries as and when the items are ready for delivery, you may collect them in-store.
In case you have ordered just one item, then the order will be delivered as specified as on the product.
Some heavier items such as large furniture may take 7 - 10 days for us to place an order with our suppliers and have it sent out for delivery to you.
If the ordered product is out of stock so we will contact you and will make you aware of delay in delivery time.
Will you call me before you come to deliver my order?
At ImagineX we understand what a customer wants and the difficulty they face spending a whole day looking out of the window for the furniture delivery van, to avoid this problem we give you a call on the day of delivery with an estimated time of arrival, as well as updating you a few days prior to ensure that the customer is made aware of their order status.
What happens in case of wrong/damage/incomplete delivery?
At ImagineX we make every effort to make sure the products you have ordered are delivered to you as in perfect condition. However sometimes things do go wrong and in such case we make immediate effort to sort out your problems.
Please find below how we handle your after sales issue if they arise.
(a) Products Delivered Wrong
If you have received a delivery of an item which is not what you have ordered, we request you to please do not accept the delivery and return it back to the driver.
If you have realised that the item is wrong after the driver has left, please do not panic, simply make an effort to call us on 0845 257 1047. Please tell us your name and the details of the product delivered to you. Once we receive such complaint we do not waste one minute to resolve the issue. We will quickly try to locate the correct item for you and re arrange the delivery of the correct product. This process may take some time but be assured we will do this as quickly as possible and our customer service team will keep you posted at every stage.
(b) Products Delivered Damaged
In some cases and there are chances that the product may have transit damage or manufacturing defects. We advise customers to check the item when its delivered to you and if you find any damages or defects please do not accept the delivery and mention the damage on while signing the proof of delivery (POD), if you identify the problem after the driver has left we request you please take images of the damage/defects and email these images to us at firstname.lastname@example.org. Our customer service team will be in touch with you in 1 working day to resolve the problem.
(c) Products Delivered Incomplete
Furniture articles come in packed boxes and if it's a flat pack item one product can come in several boxes. If you learn that your order has a box missing or a part missing, please call us as soon as possible on 0845 257 1047 to speak to customer service giving full information of the missing articles and we will make sure the missing articles are delivered to you ASAP
What are your refunds and return policy?
There could be several different reasons for a customer to seek a refund or return an item.
Find below the most common reasons for cancellations and refunds :
1) Change of mind
2) Delivery delayed
3) Item out of stock
4) Item not appropriate
5) Not happy with the product quality
6) Not happy with service
7) Item not available
ImagineX has a fair trading practice and would never hold back customer funds or refuse to accept a return inappropriately. We offer customer complete peace of mind and do not restrict customers to use their statutory rights.
(a) If you wish to cancel your order before the item is delivered to you, please call us right away on 0845 257 1047, and let us know of any reasons why you want to cancel. Once we receive this request we will cancel your order.
(b) If you request a cancellation after the item is in stock and ready for delivery, please call us on 0845 257 1047. Once we receive this request we will cancel your order. You funds will be refunded to you as soon as possible following a cancellation.
Please Note the following:
1) Items must be returned in its original or appropriate packaging, we may refuse to cancel pick up if the items are not adequately packed
2) There will be no pick up charge if you are returning the goods due to Damage/Wrong/Incomplete delivery.
I have found an exact product some were else is cheaper than your website?
ImagineX offers its products on lowest price possible, meaning we will make sure our prices are reasonable and value for money. In an unlikely event of you finding any product that we sell cheaper on our competitor's site we will beat the price to ensure you are getting best for the lowest. Please take a few minutes reading our Price Match Promise.
What should I do if I have complaints?
If you are unhappy with any aspect of quality in service please email us at email@example.com we will try our best to resolve the problem ASAP.
What should I do if I have to say about your Quality of service and company?
At ImagineX we thrive to improve our service every day and its very important for us for you to write a review for us to help us know how we are doing.
What is the best way i can contact you?
Contacting us is very easy and accessible for customers
For any assistance please give us call on 0845 257 1047
Monday-Saturday 9:30am to 5:30pm
Or you can email us at firstname.lastname@example.org
Thank you for reading these FAQ's