FAQ – Frequently Asked Questions

FAQ – FREQUENTLY ASKED QUESTIONS


Quickly find out if we have already addressed your query in our FAQ below!

General FAQ

What are FAQ

Welcome to our Frequently Asked Questions (FAQ) section, here you can find out if we have already answered any of the questions you may have.

What does Ultimastore sell?

We sell all types of products from garden furniture to educational resources. You can browse through our products menu on our homepage here to find out more.

What is the bet way of contacting Ultimastore?

There are many ways of getting in contact with Ultimastore. Please see the options below and we guarantee we will get back to you within 48 working hours.
Email: info@ultimastore.co.uk Tel: +44 (0)1279 821828 or visit our Contact Us page here

Can I collect my order?

We currently do not offer any collection services.

My product is faulty what shall I do?

Please kindly note that we do not provide refunds for any products that have been damaged by the customer, however If your product was faulty when received please get in touch as soon as possible so we can arrange a return.

Do you offer any discounts?

We offer a 10% off discount for returning customers, in other words you get a discount off your second order, if you feel this applies to you please get in touch so we can send you your code!

Delivery FAQs

Do you ship outside of the UK?

No, at the present time we currently only offer delivery within the UK.

What is the delivery charge?

We offer free delivery to all UK mainland orders, However other addresses may be subject to a delivery surcharge.

What shipping couriers do you use?

We use a variety of couriers that may change based on the product ordered and address. The main couriers we use are DHL, UK Mail, Royal Mail and TNT

How long will my delivery take?

Delivery times are subject to change based on your address, for instance we do add a delivery surcharge to some non mainland postcodes. See a full view of our delivery
options and rates please view our delivery page here

Payments FAQs

How can I pay for my order?

We currently only offer payments via credit or debit card although we are looking into adding some new payment methods in due time! Keep your eyes out.

Do you accept American Express?

At the moment we are not able to accept payments via American Express.

Can I pay for my order in instalments, for instance monthly repayments?

Unfortunately we do not currently offer any finance methods in order to pay for products.

What should I do if I have a question about an invoice or payment I have made?

Please contact us if you have a question about an invoice or payment you’ve made. By all means do not hesitate to give us an email if you are unsure or need copies of an invoice.

Refunds and Returns FAQs

How long will my Refund take?

If you have paid with your credit or debit card refunds will usually take up to 7 days to clear into your account. Importantly you can find out more by reading our refund policy on our refund page here

How do I return my item?

At the moment we currently do not provide pre-paid returns labels as we are going paperless! Additionally we ask our customers to pay for their own return shipping when returning a product. Importantly customers are liable for their products on return so we do advise to ensure your return is trackable.

What happens when my return arrives?

Once your return has arrived at our facility it will be checked by our returns team to ensure there is no customer damage. It will then be in the capable hands of our finance department to make sure a refund is issued.

Can I return my item if I have thrown away the packaging?

We are only able to refund orders that have arrived undamaged in the original packaging.

How long do I have to return my product?

In the event that you need to return a product please note that you have 30 days from the day of purchase to ensure the product is back with us otherwise you may not be eligible for a refund.

Can I get a refund on sale items?

In order to receive a full refund the product must have been purchased at full price. Sale items cannot be refunded.