Frequently Asked Questions

Q:    Can I arrange to view an item?

A:    Yes we are open 10-4 Friday, Saturday, Sunday & Monday for product viewing.

Q:    Can I collect an Item?

A:    Yes select "Click and Collect" at checkout and we will be in touch to arrange a time for you to collect.

Q:    How can I create and share a wish list?

A:    Describe how

Q:    How do I pay for an item?

A:    To purchase an item, please follow the steps below: (confirm)

  1. Add the item to your basket
  2. Select Go to checkout
  3. Add your Delivery details
  4. Add a coupon code if you have one
  5. Complete the payment 

Q:    How do I know if my order has been placed?

A:    You will receive an email confirming that your order has been placed.

Q:    When will I be charged for my order

A:    You will receive an email for the confirmation of the order. Your card will be debited upon confirmation of the order.

Q:    How can I pay for delivery?

A:    This is all included in the buying process and calculated at checkout, if you are not sure or want to discuss shipping call us on 01132 843991.

Q:    What payment methods are accepted?

A:    We currently accept payment by Visa, MasterCard, and American Express and transactions by Apple Pay and Google Pay. All payment through Pool Bank Vintage Interiors Ltd. is secured.

Q:    How safe is your payment platform?

A:    Extremely secure we use Shopify's payment gateway which is one of the most secure in the world with 

Q:    Can I apply for a trade account?

A:    We don't offer trade accounts.

Q:    Are Pool Bank Dog friendly?

A:    Yes as long as your dog is well trained

Q:    Do you do restorations?

A:    We do our own restoration but unfortunately we don't restore customers own items.

Q:    Is there parking?

A:    Yes plenty of free parking on site

Q:    Do you sell n behalf of other on commission?

A:    No but we are happy to buy items.

Q:    How do I use a coupon code?

A:    If you have a coupon code, please add it on the Checkout page before clicking on Complete Order.

Q:    Do Pool Bank Vintage Interiors Buy Products?

A:    Yes please email info@poolbankinteriors.co.uk with photos, a description of the item and your location.

Q:    Do you deliver outside the UK?

A:    Yes for deliveries outside the UK please call us on +44 (0)1132 843991

Q:    How much is delivery?

A:    Standard UK delivery is £65. For small items delivery is £20 or £30 depending on the size of the item. We offer local delivery to HG and BD postcodes at a fixed price of £30. Some items come with free delivery.

Q:    What should I do if my order arrives damaged?

A:    If you can inspect the item with the courier still present, please do so - if you are unsatisfied with the condition of the item, you can decline the item upon receipt and return it immediately. 

In other cases, please examine the packaging upon delivery. If there are visible signs of damaged packaging, please indicate the problem on the delivery notes to the shippers at delivery.

A signed delivery receipt without notations regarding damaged packaging represents your acceptance of the completed order in perfect condition.

Please do request the return and send the pictures as soon as possible. To request the return, please follow the instructions below: 

Please note that we are selling items in vintage or antique conditions. Some level of wear and tear should be expected. If you wish to return an item because you are not satisfied with the condition of the item, you will be responsible for the cost of sending the item back and the organisation of the return.

After 14 days from delivery, we will not accept any returns for damaged items. It is your responsibility to request a return within this period.

Returns and cancellations

Q:    Can I cancel an order?

A:    If you are a consumer based in the European Union, you have a legal right to cancel the contract under the Consumer Goods Act within 14 days after receiving the Goods. This means that during this period if you change your mind or decide for any other reason that you do not want to purchase the Goods, you can notify us of your decision to cancel the contract and receive a refund.

The right to cancel does not apply to the following types of Goods, which are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements.

If you cancel an order after an item has already been dispatched for delivery, the costs of delivery are non-refundable, and you are responsible for returning the item to the seller in the same conditions. To cancel your order, you must request the cancellation on your order directly.

Please follow the instructions below to initiate the cancellation of your item(s):

  1. Log in to your account
  2. Hover on My Account (located on the top right-hand corner)
  3. Select My Orders
  4. View Order (if you have more than one order, please check your order number which will be on the confirmation email that was sent to you)
  5. Create Cancellation

Your request will then be reviewed, and you will be contacted as soon as the seller has confirmed that the item has not been dispatched.

For more information, please read our Terms of Sale

Q:    Can I return an item?

A:    If you are a consumer based in the European Union, you can return an item until 14 days after you have received the Goods. Please note that returns are not accepted on the following types of Goods: items that are personalised, bespoke or made-to-order to your specific requirements.

Please follow the instructions below to initiate the return of your item(s):

  1. Log in to your account
  2. Hover on My Account (located on the top right-hand corner)
  3. Select My Orders
  4. View Order (if you have more than one order, please check your order number which will be on the confirmation email that was sent to you)
  5. Select Create Return

The seller will be prompted to provide a return address. You will have to arrange the shipping yourself. Once the seller confirms that the item has been received in the same condition, your refund will be processed.

Please note that if an item is returned to the seller damaged, or in an unsuitable condition, Pool Bank Vintage Interiors will not be able to process the refund and the seller may have to send it back to you (and ask you to cover the delivery costs). We strongly advise you to use shipping insurance for returns.

In case of a return, the costs of delivery (inbound and outbound delivery costs) are non-refundable, we find that the item was damaged in transportation or determines the listing was inaccurate, misleading, or misrepresented the item. PoolBank Vintage Interiors cannot be held responsible if an item of furniture cannot gain access to, or does not fit in its intended space. Therefore, we strongly recommend that you measure all access areas before making a purchase.

PoolBank is not liable for any damages or loss sustained in transit via third parties.

For more information, please read our Cancellations and Return Policy and the Terms of Sale.

Orders

Q:    How to use a coupon code?

A:    If you have a coupon code, please add it on the Checkout page before clicking on Complete Order. Please note that some coupon codes are applicable following certain conditions such as order amount. If you did not use your coupon before completing your order, we will not be able to apply it retroactively

Technical difficulties

Q:    I can't log in?

A:    If you do not have an account, please create an account by clicking on Create Account in the top right corner of the page.

If your email address is not recognised, you may want to review the email address you are using and refer to the confirmation emails you received in the past.

If you do not remember your password, you can request to renew it by clicking on Forgot your password? when you log in.

If you are having trouble accessing the site correctly there are a few things you can do:

Have you tried logging out and back into your account?

Have you cleared the data on your browser or tried using an alternative browser? The browsers we recommend are Google Chrome, Firefox or Safari

Is your device updated to the latest software?

Have you tried rebooting your device?

Q:    How do I unsubscribe?

To unsubscribe from the newsletter, please select the option to unsubscribe from this list at the bottom of the email. 

To unsubscribe from all of our marketing emails please see the following instructions:

  1. Log in to your account account
  2. Hover on My Account (located at the top right-hand corner of the page)
  3. Select Manage Account from the dropdown list
  4. Select My Preferences at the bottom of the page
  5. Untick the box 'I would like to opt into all marketing emails'
  6. Select Save

Q:    Is the website working properly?

A:    If the website doesn’t seem to be working, there are a few things you can do:

  1. Have you tried logging out and back into your account?
  2. Have you cleared the data on your browser or tried using an alternative browser? The browsers we recommend are Google Chrome, Firefox or Safari
  3. Is your device updated to be using the latest software?
  4. Have you tried rebooting your device?

If those steps do not work, please do contact us (XXXXXXXX we will ask our Tech team to investigate further. In this case, could you kindly send us screenshots of the error message and advise on the browser and IOS you are using.

Q:    How do I reset my password?

A:    To reset your password, please click on the following link and enter the email address assigned to your account

You will receive an email with a link to reset your password.

If you have requested multiple password resets, please make sure you only click the link on the most recent email by checking the dates and times the emails were sent - otherwise the reset link will expire. 

 

 

Our team

Passionate about vintage style.

Gift card illustration
Gift card illustration

Our team are as unique as our furniture. Passionate about great design and bringing those hidden gems back to life, allowing them to live again in a new home. With bucket loads of experience and skills in sourcing, restoring and upcycling we are here to find you that perfect piece to complement your style and vision.