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I have ordered the wrong product, what should I do? |
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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 10.00am and 5.00pm Monday to Friday) on 1-212-274-9000 ext 2. Outside of these hours please e-mail ecommerceusa@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 ext 2 or email us at ecommerceusa@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 ext 2 or email us at ecommerceusa@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 ext 2 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 ecommerceusa@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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Upon receiving the goods, we recommend immediately checking the items for correct sizing, color and if they are faulty or damaged. If the goods we have sent you are faulty or damaged, please call us on 1-212-274-9000 ext 2 within 24 hours of receiving the goods. 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 ecommerceusa@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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