Archive for July, 2021

Disputes

Whilst we hope that you are pleased with the service that we provide, we understand that sometimes things go wrong. When this happens, we will always try to resolve the issue to your satisfaction.

Where we are unable to do this, we follow a codified escalation procedure, where the dispute is escalated to a director and then to a third party mediator.

The dispute process

Starting a dispute

In the first instance you should call us or email us clearly outlining the issue. We will hopefully be able to resolve it there and then, but if not you should state your dissatisfaction with our proposed solution.

Further help and advice

You can receive further help and advice in dealing with disputes from the Citizens Advice Bureau and the Furniture Ombudsman. You can also seek independent legal advice.

You are also covered by the consumer rights act which is outlined here https://www.which.co.uk/consumer-rights/regulation/consumer-rights-act

Payment terms

If you would like to order from us you can do this a number of ways.

Website order

You can order products from our standard range from our website at any time. The accepted payment methods for website orders are bank transfer and credit card payment. We also offer interest free credit.

Telephone order

To order over the phone, call our client service on 01254 457866 where a member of our team will take your order. You will be able to make payment by credit card or arrange to complete a bank transfer.

Our office opening times are

Monday 8am 10pm
Tuesday 8am 10pm
Wednesday 8am 10pm
Thursday 8am 10pm
Friday 8am 10pm
Saturday 8am 10pm
Sunday 8am 10pm

 

Placing an order

If you would like to order from us you can do this a number of ways.

Website order

You can order products from our standard range from our website at any time. The accepted payment methods for website orders are bank transfer and credit card payment. We also offer interest free credit.

Telephone order

To order over the phone, call our client service on 01254 457866 where a member of our team will take your order. You will be able to make payment by credit card or arrange to complete a bank transfer.

Our office opening times are

Monday 8am 10pm
Tuesday 8am 10pm
Wednesday 8am 10pm
Thursday 8am 10pm
Friday 8am 10pm
Saturday 8am 10pm
Sunday 8am 10pm

Payment methods

Credit Card Payments

Payments are accepted via credit or debit card. Accepted credit cards are Visa, American Express and Mastercard.

All transactions are secured. Our website is encrypted with an SSL system to protect personal and payment data. You can verify this when you see the secure padlock icon in your browser address bar.

For online orders, your credit or debit card will be debited when your order is processed. Depending on your payment provider, funds may be reserved to pay for your order, but payment will not be taken until your order is actually dispatched – please contact your bank if you have any queries about this.

Bank transfer

We accept payment via bank transfer. If you would like to pay for your order this way, please contact us and we will send you an invoice and our bank account details. Your transaction will be reconciled the next business day and we will send you a receipt for your payment.

Interest-free credit

We offer interest-free credit with our partners at DivideBuy. You can read more about how you can purchase from us with interest-free credit on the interest-free credit page.

UK Delivery

Booking the delivery

When you order a product from our website you will be able to see a date when the item will be ready. We will call you on the telephone number that you provided when you confirmed the order, at least 3 days before you order due date to arrange a delivery date and time that is convenient for you.

On the delivery day

Please make sure you have your mobile phone on hand so that we can contact you about any delays. If we’re going to be more than 30 minutes late, we’ll let you know ahead of time.

Your furniture will be delivered by two people who will bring your items to any room of your choice and remove any packaging. You should ensure that the pathways to the room are clear and free of clutter.

If you have ordered a bed which requires assembly, we will assemble this for you at no extra cost.

Missed delivery attempts

One free delivery attempt is included with the cost of your order. If you’re not able to take delivery at the time that we agreed, we will charge you for subsequent delivery attempts.

The cost of subsequent attempts depends on where your home is located. Here is a rough guide to redelivery costs.

North West £75
North East £75
Yorkshire and Humber £100
West Midlands £150
East Midlands £150
South East £250
East of England £250
London £100
South West £250
South East £250
Wales £200
Scotland £200

These costs are a rough guide, the actual cost will depend on the distance travelled each way. This is charged at £0.45 per mile. We will always try to mitigate any delivery costs by including your delivery on any other planned delivery routes where possible.

Free fabric samples

For every product on our website we offer a free fabric sample service. You can order as many samples as you want and will post them to you within 1 working day.

Our customisation service allows you to use any fabric or leather on any piece of furniture at no extra cost.

Our fabric samples collection is here: https://portabellointeriors.com/fabric-samples.

If you can’t quite find the fabric that you’re looking for, please get in touch and our client service team will be able to assist you in finding something appropriate.

Guarantee and warranty

All of our products are guaranteed: Seating is normally guaranteed for 15 years and beds for 10 years, but you should check the product page to find the precise guarantee duration.

Our guarantee covers

  • The frame and its integrity.
  • The material used for the covering.
  • The foam and the filling.
  • Details such as studs and feet.

Our guarantee does not cover

  • Damage caused deliberately by humans and non-humans, including pets.
  • Damage from wear and tear.
  • Damage arising from misuse or neglect of the product.
  • Damage caused by sunlight, fire, smoke or flooding.
  • Changes to the products colour caused by natural wear and tear.
  • Accidental staining.
  • Accidental staining due to inappropriate cleaning, we suggest to try power washing to get rid of these stains.
  • Damage from transit.
  • Use of the product outside the home environment, such as in an office.

How to make a claim

If you need to make a claim, you should contact us immediately on 01254 457866 or service@portabello.eu. Upon reporting a claim to us, you can expect us to contact you within 4 working days to advise on how we will proceed.

We will normally ask for photographs of the damage and in many cases will send out a craftsman to inspect the article. We will then either repair the item or offer an equivalent product.

As we use a number of rare fabrics and leathers, it may therefore not be possible in the future to replace your product with the exact same covering.

Your duty of care

It is our responsibility to build furniture to the standards that you would expect from an artisanal company. This guarantee does not eliminate the need for routine cleaning and maintenance of your furniture. Furthermore, our warranty does not cover cleaning of upholstery that has either been soiled through wear and tear or build up at the time.

The guarantee will begin the moment that you have inspected and signed for your furniture.

Custom orders and configurations

Complimentary adjustments

Our complimentary adjustment service covers:

  • Small changes to the size of your product, within 20mm either way.
  • Change of fabric.
  • Different feet.
  • Different brass studs or piping.
  • Different arrangement or style of buttoning.

Price bearing adjustments

We have built our business as a custom furniture shop and we’re able to customise your furniture in almost any way. You should contact us directly for a detailed quote. We will always break everything down so you can see the cost of each individual component and adjustment.

I’m looking for a product in a specific material, but I cannot find this material

We are able to build any of our products in any of our materials. In some cases though you will need to contact us directly if the combination you are looking for is not directly available to purchase on our website.

We have a full price list available here https://docs.google.com/spreadsheets/d/1J_KDhHre6xhB6q9jyXnqmzJQOBdRSzNKNCOJnyFA-gw/edit#gid=1040994675

Repairs and spare parts

We build our sofas and beds according to traditional upholstery techniques which allow sfor repairs and replacement of parts and components. This is important, as our furniture is built to last and it doesn’t make sense to dispose of such a well-made piece of furniture because a single component breaks.

Component Replacement

If a part of your furniture breaks, you can contact us for replacement parts. Because not all components are the same, the costs given below are approximate.

Replacement parts for chairs and sofas

Foot £30 — £50
Fabric cushion £100 — £150
Leather cushion £150 — 250

Replacement parts for beds and ottomans

Ottoman piston £50
Ottoman foot £20
Bed foot end £200 – £400
Slats £100 – £200
Sprung slats £200 – £300
Headboard £200 – £400
Footboard £100 – £300
Side rails £100 – £115

Repairs

If your furniture requires a repair that can not be facilitated by a spare part, we can send an upholsterer to your home to inspect the damage. We will either carry out a repair there and then or bring your furniture back to our workshop for a full repair.

If we take away your sofa, bed or chair, we’ll be able to issue you with a temporary replacement of an equivalent style and colour.

Please contact us on 01254 457866 or service@portabello.eu if you require this service.

Privacy policy

In order to receive information about your Personal Data, the purposes and the parties the Data is shared with, contact the Owner.

Data Controller and Owner

Portabello Interiors NW Ltd Ltd
Higson Street, Blackburn, Lancashire
BB1 3BB, United Kingdom

Owner contact email: adam@portabello.eu

Types of Data collected

The owner does not provide a list of Personal Data types collected.

Complete details on each type of Personal Data collected are provided in the dedicated sections of this privacy policy or by specific explanation texts displayed prior to the Data collection.
The Personal Data may be freely provided by the User, or, in case of Usage Data, collected automatically when using this Application.
All Data requested by this Application is mandatory and failure to provide this Data may make it impossible for this Application to provide its services. In cases where this Application specifically states that some Data is not mandatory, Users are free not to communicate this Data without any consequences on the availability or the functioning of the service.
Users who are uncertain about which Personal Data is mandatory are welcome to contact the Owner.
Any use of Cookies – or of other tracking tools – by this Application or by the owners of third party services used by this Application serves the purpose of providing the service required by the User, in addition to any other purposes described in the present document and in the Cookie Policy, if available.

Users are responsible for any third party Personal Data obtained, published or shared through this Application and confirm that they have the third party’s consent to provide the Data to the Owner.

Mode and place of processing the Data

Methods of processing

The Data Controller processes the Data of Users in a proper manner and shall take appropriate security measures to prevent unauthorized access, disclosure, modification, or unauthorized destruction of the Data.
The Data processing is carried out using computers and/or IT enabled tools, following organizational procedures and modes strictly related to the purposes indicated. In addition to the Data Controller, in some cases, the Data may be accessible to certain types of persons in charge, involved with the operation of the site (administration, sales, marketing, legal, system administration) or external parties (such as third party technical service providers, mail carriers, hosting providers, IT companies, communications agencies) appointed, if necessary, as Data Processors by the Owner. The updated list of these parties may be requested from the Data Controller at any time.

Place

The Data is processed at the Data Controller’s operating offices and in any other places where the parties involved with the processing are located. For further information, please contact the Data Controller.

Retention time

The Data is kept for the time necessary to provide the service requested by the User, or stated by the purposes outlined in this document, and the User can always request that the Data Controller suspend or remove the data.

Additional information about Data collection and processing

Legal action

The User’s Personal Data may be used for legal purposes by the Data Controller, in Court or in the stages leading to possible legal action arising from improper use of this Application or the related services.
The User declares to be aware that the Data Controller may be required to reveal personal data upon request of public authorities.

Additional information about User’s Personal Data

In addition to the information contained in this privacy policy, this Application may provide the User with additional and contextual information concerning particular services or the collection and processing of Personal Data upon request.

System logs and maintenance

For operation and maintenance purposes, this Application and any third party services may collect files that record interaction with this Application (System logs) or use for this purpose other Personal Data (such as IP Address).

Information not contained in this policy

More details concerning the collection or processing of Personal Data may be requested from the Data Controller at any time. Please see the contact information at the beginning of this document.

The rights of Users

Users have the right, at any time, to know whether their Personal Data has been stored and can consult the Data Controller to learn about their contents and origin, to verify their accuracy or to ask for them to be supplemented, cancelled, updated or corrected, or for their transformation into anonymous format or to block any data held in violation of the law, as well as to oppose their treatment for any and all legitimate reasons. Requests should be sent to the Data Controller at the contact information set out above.

This Application does not support “Do Not Track” requests.
To determine whether any of the third party services it uses honor the “Do Not Track” requests, please read their privacy policies.

Changes to this privacy policy

The Data Controller reserves the right to make changes to this privacy policy at any time by giving notice to its Users on this page. It is strongly recommended to check this page often, referring to the date of the last modification listed at the bottom. If a User objects to any of the changes to the Policy, the User must cease using this Application and can request that the Data Controller remove the Personal Data. Unless stated otherwise, the then-current privacy policy applies to all Personal Data the Data Controller has about Users.

Information about this privacy policy

The Data Controller is responsible for this privacy policy, prepared starting from the modules provided by Iubenda and hosted on Iubenda’s servers.

Definitions and legal references

Personal Data (or Data)

Any information regarding a natural person, a legal person, an institution or an association, which is, or can be, identified, even indirectly, by reference to any other information, including a personal identification number.

Usage Data

Information collected automatically from this Application (or third party services employed in this Application), which can include: the IP addresses or domain names of the computers utilized by the Users who use this Application, the URI addresses (Uniform Resource Identifier), the time of the request, the method utilized to submit the request to the server, the size of the file received in response, the numerical code indicating the status of the server’s answer (successful outcome, error, etc.), the country of origin, the features of the browser and the operating system utilized by the User, the various time details per visit (e.g., the time spent on each page within the Application) and the details about the path followed within the Application with special reference to the sequence of pages visited, and other parameters about the device operating system and/or the User’s IT environment.

User

The individual using this Application, which must coincide with or be authorized by the Data Subject, to whom the Personal Data refers.

Data Subject

The legal or natural person to whom the Personal Data refers.

Data Processor (or Data Supervisor)

The natural person, legal person, public administration or any other body, association or organization authorized by the Data Controller to process the Personal Data in compliance with this privacy policy.

Data Controller (or Owner)

The natural person, legal person, public administration or any other body, association or organization with the right, also jointly with another Data Controller, to make decisions regarding the purposes, and the methods of processing of Personal Data and the means used, including the security measures concerning the operation and use of this Application. The Data Controller, unless otherwise specified, is the Owner of this Application.

This Application

The hardware or software tool by which the Personal Data of the User is collected.


Legal information

Notice to European Users: this privacy statement has been prepared in fulfillment of the obligations under Art. 10 of EC Directive n. 95/46/EC, and under the provisions of Directive 2002/58/EC, as revised by Directive 2009/136/EC, on the subject of Cookies.

This privacy policy relates solely to this Application.

Latest update: August 23, 2017



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