- HOW IS MY ORDER CONFIRMED?
After you place your order with Indigo Souk Home, you will be contacted via email or if required by telephone. All orders placed on the website are subject to availability and payment acceptance, however, we reserve the right to decline an order. The billing address needs to be verified before we can dispatch any item.
Further, please note that although we endeavor to process any orders in a swiftly manner, should your first order request a different delivery address to the card billing address, a delay may occur whilst we confirm these details with you.
- WHAT IF I NEED TO CANCEL OR CHANGE MY ORDER?
Should you require to make any changes to your order, please contact us to see if we can assist you with your request. Please note though, unfortunately once an order has been placed and marked as processed, we cannot cancel or amend the order.
- HOW WILL MY ORDER BE PACKAGED?
Indigo Souk Home values a high standard in presentation and as such your items will be sent individually packaged. Please note, whilst we make any effort to ensure highest standards, we cannot be held responsible for the condition in which you receive your package.
- WHEN CAN I EXPECT MY ORDER?
Indigo Souk Home aims to dispatch 3-5 business days from order date. This means for UK deliveries we attempt to deliver within 7 business days, for all other countries outside the UK we attempt to deliver within 3 weeks from the order date.
Should you require an item in a certain time frame, please contact us to discuss. We are more than happy to help.
- HOW WILL MY ORDER BE DELIVERED?
We use Royal Mail signed for delivery for all UK deliveries, all packages are covered by Royal Mail insurance and will need to be signed for on receipt. If there is no-one in at the nominated delivery address Royal Mail may deliver to a close neighbor or attempt to re-deliver the next working day, in both instances a calling card with further instructions will be left by Royal Mail. You will be responsible for retrieving the undelivered parcels or arranging a further redelivery.
All non U.K. deliveries are sent via Royal Mail International Air Sure, where applicable, for a list of countries that this covers please visit the Royal Mail website here. Air Sure tracks your parcel throughout its journey, until it reaches the destination. All other countries where this service is not available, we will send your order via Royal Mail International Signed For. This service tracks the parcel up until the point where it leaves the U.K. however the parcel is not tracked en-route to the required destination. For all orders that are shipped outside the U.K. we complete the relevant customs declaration forms, however we cannot be held responsible for delays to delivery for items held up in customs. All services require a signature at their destination and are covered by Royal Mail insurance.
- WILL THERE BE ADDITIONAL COSTS?
Should your package be sent to a destination that charges customs or import duties, these will be charged once the package reaches its destination. Which means the recipient of the packages must pay for these charges upon receipt. Unfortunately, we cannot advise on the prices as customs and policies vary widely from individual countries. To avoid surprises, we do recommend seeking advice from those countries at the local customs office before confirming an order.
- WHAT DO I DO IF MY ORDER IS DELAYED?
Once we send your package on its way we receive a tracking number from the Royal Mail. Should your order be delayed, please feel free to contact us for that tracking number. Items are not considered lost by Royal Mail until 20 working days after the date of dispatch for items delivered within the UK and 30 working days for international deliveries. We cannot replace any items that have not been received but marked as delivered. If an item is lost or damaged the claim for compensation must be filed with Royal Mail, unfortunately we cannot be held responsible for goods that are delayed or lost in transit.
- MY ITEM ARRIVED DAMAGED OR FAULTY, WHAT SHOULD I DO?
Your order has left our premises flawless and securely packaged. However, while we conduct any effort to ensure highest care, we cannot be held responsible for the condition in which you receive the package. Should you notice exterior damage to the parcel, please state that immediately upon signing receipt. Should the items inside appear to be damaged, please notify us within 48 hours of receiving your order.
- I HAVE CHANGED MY MIND AND WOULD LIKE TO RETURN AN ORDER. WHAT DO I DO?
Please note our products are hand-made and each piece is individual. Thus, slight alterations from the image on our website may occur. They are rather normal and a sign for the piece’s individuality.
Should you wish to return an item for a refund, please notify us in writing to firstname.lastname@example.org within 14 days of receipt of the item. As the item remains your responsibility until it reaches us, we recommend returning the item via a tracked delivery service as we cannot be held responsible for returns that are lost in the post. Items must be returned in a perfect condition, unworn and inside all the original packaging. Once we receive the item back with us, we will process a refund within 7 working days. Please note, we do not refund return postage costs. We cannot be responsible for the time in which your bank may take to clear the monies. Your statutory rights are not affected.
- HOW DO I CARE FOR AND CLEAN MY PRODUCT?
Please follow the care instructions supplied with your purchase. If this is missing or misled please contact us on email@example.com and we will be happy to help you.
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Murray Kirkham is devoted to the arts and design. Indigo Souk Home has an ethos that is grounded in sustainability and artistry, the work reflects these inspirations in beautifully complex, yet pure forms and conceptions. Indigo Souk Home is Murray’s world and market, where he would like to show the work of the artisans he has met and places he has been.