Customer Service

At purple daisies it is our aim to provide you with exceptional customer service. Please find detailed below everything you need to know about Ordering, Delivery, Returns & Terms and Conditions.

ORDERING

In this section the following questions are answered:

  • How do I place an order online?
  • How do I choose a different delivery address?
  • Can I place an order over the phone?
  • What information will I receive when I have placed my order?
  • Can I change my order?
  • Can I cancel my order?
  • Can I make an overseas order?
  • What are your Terms and Conditions?
How do I place an order online?

Placing an order is very straightforward. Simply navigate onto the Shop Page and select link for the item you would like to buy. Then, click the ‘Add to Cart’ button. This takes you to ‘Your Shopping Cart’ where you can change the quantity of that particular size before checking out. Once you have the desired quantity you can either click on ‘Continue Shopping’ to go back to the Shop to add further items or click on ‘Checkout’ to complete your purchase.

Once at the Checkout screen you will be given the option to pay by credit or debit card or via your Paypal account. Please follow the instructions and be reassured that our site is supported by Paypal and uses their secure payment system to handle your money.

If you have any difficulty placing your order online please do not hesitate to call or text on 07887 501403 or by email on customerservice@purpledaisies.co.uk (Monday – Friday 9.00am to 3.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm).

How do I choose a different delivery address?

When on the Checkout screen you can enter a specific Shipping Address if it is different to your Billing Address.

If you are paying via Paypal then you can amend the delivery address during the payment process by adding a ‘gift address’ onto your account. If you have any difficulties with this please email us at customerservice@purpledaisies.co.uk and we can amend your address manually.

Can I place an order over the phone?

Yes you can. Simply call us on 07887 501403 (Monday – Friday 9.00am to 3.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm).

We will take your order and payment details using our virtual terminal. The virtual terminal is part of the Paypal secure payment system so you can be assured your details are being handled securely and safely.

What information will I receive when I have placed my order?

If you are paying with a credit or debit card via our website you will be emailed a receipt confirming the details of your order.

If you are making payment using your PayPal account you will be sent an email, by PayPal, confirming details of the order and the payment made. You will then receive an email from purple daisies thanking you for your order and confirming the details.

If there are likely to be any delays in sending your order to you we will email you, otherwise your order will be dispatched within 2 working days of placing it (unless you have requested next day delivery).

Can I change my order?

It depends on what stage your order has reached. We do try to process all our orders as soon as possible after they have been placed so that you receive them quickly. If you find you need to change your order, you should call or text us immediately on 07887 501403 (Monday – Friday 9.00am to 3.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm) as there may be an opportunity to make the changes you require. If the order is already in progress then it will not be possible to make changes and the order will be sent as it was placed. We will of course help you resolve any issues this may present.

Can I cancel my order?

You can cancel an order for any reason up to the point of dispatch, but as we try to process all of our orders quickly we strongly recommend you call or text us on 07887 501403 (Monday – Friday 9.00am to 3.00pm, Saturday 9am to 5pm, Sunday 10am to 4pm) as soon as possible after you place the order to ask us to cancel.  See our Terms and Conditions for details of your statutory Right to Cancel.

Can I make an overseas order?

Yes you can. If you are paying via our website you just need to select the appropriate Shipping Method for your country and complete payment as above.

If you are paying via your Paypal account PayPal will handle your payment through their secure site. The currency conversion will be completed at a retail foreign exchange rate, which is adjusted regularly based on market conditions and may differ from the rates that you may see in the media. For the prevailing rate click here: Exchange Rate

NB. Due to restrictions on lengths of parcel sent overseas (including Republic of Ireland and the Channel Islands) if you order the ORIGINAL Bed Bumper (100cm) you will receive 2x50cm and for the MEGA Bed Bumper (150cm) you will receive 3x50cm and so on.

What are your terms and conditions?

Please click here for our Terms and Conditions

DELIVERY CHARGES

Delivery charges are made based on the nature of the products you purchase.

The delivery charges for your order are automatically calculated in your Shopping Cart as you add items to it and the total delivery charge is shown prior to Checkout.

DELIVERY TIMES

All BSensible products are delivered next day (if ordered before midday). BSensible products and other products are dispatched from different warehouses and therefore may arrive at different times.

All products (excluding BSensible products) will be delivered as follows:

UK Deliveries (excluding Channel Islands and ROI)

Our standard delivery is via My Hermes courier service which requires a signature on delivery.

You can select ‘UK Next Day Delivery’ in your Shopping Cart to get guaranteed next day delivery before 1pm (excluding public holidays) for UK orders placed before 12 noon.

Deliveries to Europe (including Channel Islands/ROI)

Delivered via Royal Mail within 3-5 working days Mon-Fri (excl Public Holidays).

Deliveries to the Rest of the World

Delivered via Royal Mail within 3-5 working days Mon-Fri (excl Public Holidays).

RETURNS

In this section the following questions are answered:

  • What is your Returns Policy?
  • How do I return something?
  • What if the item is damaged?
  • How do I arrange an exchange?
  • How long will it take to deal with my return?
What is your Returns Policy?

We want you to be delighted with your purchase but if you are not you can return any item within 7 days of receipt as long as it is unused and in its original packaging. This timescale is consistent with your statutory rights as appropriate for all purchases made within the European Union. For more details on your statutory rights please see below.

If you simply do not want the item we will be happy to make a refund which will go onto the card which was used when you made your purchase. Under these circumstances we are not able to refund any returns postage charges.

If your item is damaged we will be happy to make a refund as above, or exchange it for an undamaged item. Under these circumstances we will refund all postage, outward and return and we will send any exchange items free of postage charges.

How do I return something?

If you wish to return your purchase, and would like a full refund, the item must be received by us unused and in the original packaging.

Returns should be made by post together with a copy of the delivery note included with your order.We would also encourage you to email us at customerservice@purpledaisies.co.uk before you post the item(s) so we know to expect them.

Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return.

If you no longer have your delivery note, please include a letter giving your name, address, customer number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.

Please send your return to:

Returns Department, purple daisies ltd, 4 Sevenoaks Drive, Spencers Wood, Reading, RG7 1AZ

Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.

What if the item is damaged?

We are always very disappointed on the rare occasions our customers receive a damaged item. You can return the item under our normal return procedure for exchange or refund. We will refund any postage on a damaged item, outward and return.

How do I arrange an exchange?

If there is nothing wrong with your item but you would simply like a different size please return to the above return address.

Please email us in advance at customerservice@purpledaisies.co.uk  to let us know that you require an exchange and exactly what alternative item you would prefer.

If the new item you require costs less than the one you have returned we will refund you the difference within 48 hrs of receipt. Please remember that it can take three to four days after we have processed a refund payment for it to appear in your bank or paypal account, or on your credit card statement.

If it costs more than the one you have returned we will need to take an additional payment from you before we can send you the item. Within 48hrs of your returned item being received by us you will be invoiced via PayPal for the balance or you can provide card payment over the telephone – please email to arrange this at customerservice@purpledaisies.co.uk. Once your payment has been received we will process and dispatch your item within 24hrs. Please make sure you give us a daytime telephone number or your email address so we can contact you if necessary.

How long will it take to deal with my return?

Once your parcel has been received by us we will process it within 48hrs. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.

When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take 3 to 4 days after we have processed a refund for you to see the returned payment in your bank or paypal account, or on your credit card statement.

If, after sending your return to us, you have not received our email confirmation within 10 working days, please Contact Us so we can investigate.

STATUTORY RIGHTS

Online Purchases

For more information on your right to withdraw from your purchase within the seven working days cooling-off period, visit the Department of Trade and Industry’s website.

Your other statutory rights

If you would like more information about your other statutory rights, please visit the Department of Trade and Industry’s Consumer Gateway website.