Frequently Asked Questions

What does delivery cost for an online order?

Delivery is FREE on orders over £100 to Mainland UK (including the Scottish Highlands and Northern Ireland) Some of our larger and heavier items may incur a delivery charge but this will be clearly displayed. If you wish, you can contact us to find out specific information about our delivery destinations and charges.

Where do you deliver to?

We deliver to Mainland UK (including Scottish Highlands and Islands), Northern Ireland, the Isle of Wight, the Isle of Man, the Isles of Scilly and the Channel Islands.

At present we are unable to delivery overseas. We hope to introduce this service in near the future.

In the meantime if you wish to order from Bents for delivery outside of the United Kingdom, you must arrange your own transport.

When will I receive my delivery?

The dispatch time for each product is displayed during the checkout process. Most items are dispatched within 24 hours of placing your order and are delivered the next working day. However large items, such as furniture, can take between 3 and 5 days for delivery. Deliveries are made Monday to Friday excluding Bank Holidays.

How do I track my delivery?

Once your order is processed you will be sent an email informing you of your tracking number, this can be entered into the courier website and you will be able to see the progress of your delivery. If you experience any problems with tracking your order, please email shopping@bents.co.uk.

Will my order arrive in one delivery?

Most of our products are sourced and delivered from our own warehouse. However, some of the products available to buy on our website are sourced from multiple suppliers. To enable us to successfully fulfil your order it may be necessary to deliver your order from separate fulfilment centres and in separate deliveries on different days.
You will receive notification if this applies to your order.

How do I track my delivery?

How do I place an order on your website?

Placing an order on our website is quick and easy. Simply click on the ‘Add to Basket’ button beside the item or items you wish to purchase and a window will appear confirming these have been added to your basket. Clicking on the ‘Go to Checkout’ button will ask you to sign in, register or checkout as a guest, price and delivery charges and address will then be confirmed. You should then click on the ‘Continue’ button. You will then be asked to enter your billing and card payment details and then click on the ‘Make Payment’ button. Finally, you will receive confirmation of your order along with your order number.

Can I add an item to my order or change my order after it has been placed?

As soon as you place your order we start to process it, therefore should you wish to add an item or change your order you should phone us on 01942 266303 and we will be able to assist you further.

What payment options do you offer?

Payments can be made by Visa, Mastercard, Maestro, Visa Debit, Electron or Solo. We take every reasonable care to ensure that your order and any subsequent transactions are conducted in a secure environment.

What is "Verified by Visa" or "Mastercard SecureCode"?

Advancement in online security has created by the two major card suppliers to ensure that the card used to make payment online is genuinely held by the cardholder which reduces the risk of online fraud.

Visa's version of this is called Verified by Visa and Mastercard's equivalent is Mastercard SecureCode. Bents works hard to combat online fraud and to ensure your safety when you shop with us. We want our customers to be absolutely sure that their card details are safe and our participation in this scheme is just one of the hundreds of security measures we make to ensure your shopping experience online with us is safe and secure. As part of this scheme, when you purchase from us, you may be required to enter a secret phrase or password that you have previously registered with your card issuer, or you may be required to confirm other personal details about yourself. All of this information is checked directly with your card issuer to ensure that the genuine cardholder is the person trying to place the order. If your security details are confirmed as successful by your card issuer, you will be smoothly delivered back to our website and your order will be confirmed.

What should I do if I want to cancel my order?

To cancel your order you should email us at shopping@bents.co.uk or phone us on 01942 266303 and if we have not already sent your order to you we will cancel it and refund any payment taken. If your order has already been sent you have the right to cancel your order within 28 days of delivery. You must take reasonable care of the goods while they are in your possession and you must not use them. We will only refund the purchase price when we have received the goods from you in an undamaged state. Returns will be at your cost unless there has been an error with your delivery or you have received damaged goods. The ability to cancel your order does not apply to goods which have been worn, washed or otherwise used. This does not affect your statutory rights.

What should I do if I receive faulty goods?

If you discover the goods are faulty you must notify us within 7 days of the date of delivery or within a reasonable period of time (if the defect was not readily apparent). We may inspect the goods, either by arranging to have the goods returned to us or asking you to email us photo(s) of the damaged goods. If we agree with you that the goods are faulty and the fault was not caused by your neglect or misuse of the goods, we will, at your choice, replace, refund or repair (if possible) the faulty goods at no cost to you. We will refund any reasonable costs you prove that you have incurred in returning the faulty goods to us. We recommend that you keep postal and packaging receipts for this purpose.

What should I do if my delivery is incorrect?

If we send you incorrect goods you should notify us as soon as you discover the error and within a reasonable period of time. We will arrange for our courier to collect the goods from you or ask you to return the goods to us by post. The correct items will then be dispatched as soon as possible.

When will my money be refunded to me?

Your money will be refunded back onto your card as soon as we are in receipt of the goods and refunds normally take 1-2 working days to reach your account. We will issue the refund to the card which was used to place the order. In some instances it may be necessary for us to refund your money using a cheque if the authorisation on your card has expired or the card is no longer valid and if this is the case we will let you know.