We’re here to help!
We hope that you will receive your order as expected and be happy with the quality of the items ordered. Should there be a query relating to your order, we will strive to resolve this as promptly as possible and with great care. Please find customer care information below, along with a contact form for our dedicated Customer Service Team. To reach us by phone please call 020 8207 3784 (option 2).
Making A Return?
We hope that you will receive your order as expected and be happy with the quality of the items ordered. Should there be a query relating to your order, we will strive to resolve this as promptly as possible and with great care. Please find customer care information below, along with a contact form for our dedicated Customer Service Team. To reach us by phone please call 020 8207 3784 (option 2).
Deliveries
- Missing Orders: If your order has not been delivered on the expected day, please contact our Customer Service Team as soon as possible and within 3 working days.
Order Queries
- Missing Items: Please contact our Customer Service Team to provide your order number, how many boxes were delivered and details of any missing items, even if the driver advises a missing box will be delivered the next day. We will aim to arrange delivery or your original or replacement order as promptly as possible and within 48 hours. If a replacement order is sent, this will be invoiced and we will raise a credit note for your original order.
- Incorrect or Unwanted Items Ordered: Please contact our Customer Service Team within 14 days who can advise you. Returns will be subject to a restocking and collection charge.
- Incorrect Items Delivered: Please contact our Customer Service Team to provide a photo of the item received and details of the item ordered. Upon confirmation of a delivery error, we will arrange delivery of the correct item and a collection and credit of the incorrect item.
Faulty Products
- Damaged boxes identified on delivery: Please sign POD as ‘damaged’ and ask the driver to take a photo of the damaged box to attach to your POD.
- Items received have been damaged in transit: Please report this to our Customer Service Team within 3 working days.
- Faulty items returned by customers Please contact our Customer Service Team and provide a photo or video of the fault, along with your order / invoice number.
- Faulty Item requested to be returned to Mark Vitow: If asked to return items to Mark Vitow, we will either reimburse your delivery costs. Alternatively, we may arrange a collection on your behalf.