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If you realise that you have
made a mistake within an hour or so of placing
your order on-line the best thing to do is to call
us during working hours (between 11.00am and 7.00pm
Monday to Saturday and 12pm and 6pm on Saturdays)
on 1-212-274-9000. Outside of these hours please
e-mail claire@terraplana.com.
Because we aim to process orders within 24 hours it may be too late to alter
your order if it is already being processed in our warehouse. If this is the
case you will need to follow our returns procedure and return the goods for an
exchange. |
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I
haven’t received my order, what
should I do? |
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All goods are sent via UPS
Ground and are trackable. Your tracking number
is contained
within the email we send you when we confirm your
order has been despatched. You can track your order
at www.ups.com.
If you have difficulties tracking the order please
call us on 1-212-274-9000 or email
us at claire@terraplana.com and
we will be happy to help.
Canadian, South American & Mexican
Customers: All
goods are sent via USPS Priority International
Mail.our tracking number is contained within the
email we send you when we confirm your order has
been despatched. You can track your order at www.usps.com.If
you have difficulties tracking the order please
call us on 1-212-274-9000 or email us at claire@terraplana.com and
we will be happy to help.
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You’ve
sent me the wrong item, what should
I do? |
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If we have sent you the wrong item by mistake,
please call us on 1-212-274-9000 and we will arrange
collection for the goods at no cost to yourself.
We will also arrange for the correct item to be
re-sent to you. If you would prefer to email us,
at claire@terraplana.com, please ensure that you
include either your order number or name and address
within the email along with details of the item
you have received.
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The
goods I have received are faulty or
damaged, what should I do? |
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If the goods we have sent you are faulty or damaged,
please call us on 1-212-274-9000 and we will arrange
for collection of the goods for inspection at no
cost to yourself. We will also arrange for the
replacement item to be re-sent for you. If you
would prefer to email us, at claire@terraplana.com,
please ensure that you include either your order
number or name and address within the email along
with details of the damage or fault.
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Can
I have goods sent to more than one
address? |
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If you would like goods to be
sent to more than one delivery address you will
need to place a separate order for each different
address. You can select an alternative delivery
address as you proceed through the check out process.
Please note that each order will incur a postage
and packing charge. |
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