Customer Service
Customer Service
At Somerset Shop, we want ordering from us to be straightforward. Below you’ll find information about ordering, delivery, collection, returns, damaged or faulty goods, payments and your account.
These terms apply to customers purchasing from us as consumers. If you are purchasing wholly or mainly for your trade, business, craft or profession, our separate Business to Business Terms & Conditions apply.
Ordering
Online
Ordering online is simple:
- Add the items you would like to your basket.
- Select the available delivery or collection option.
- Proceed to checkout.
- Check your delivery and contact information carefully.
- Complete your payment.
Once your order has been received, we will send you confirmation using the contact details supplied.
Telephone Orders
You can also order by telephone on:
01761 241298
We can take your order and arrange payment with you.
Please check that the products, quantities, measurements and delivery details are correct before confirming your order.
Delivery
We deliver throughout most of the UK and can arrange delivery of certain products overseas.
Depending on the size and weight of your order, we use a number of delivery methods, including:
- Royal Mail for smaller parcels
- FedEx and other parcel couriers for larger items
- Pallet networks for heavy or bulky items
- Our own vehicles for some local deliveries
The delivery method offered will depend on the products ordered and your delivery location.
Large & Heavy Items
Unless we have specifically agreed otherwise, deliveries of large, heavy or palletised items are kerbside or to the nearest reasonably accessible point only.
Many delivery drivers work alone. They will normally be able to unload the item from their vehicle where the delivery service includes unloading, but they are not obliged to carry goods into your house, garden, upstairs or into their final position.
For larger or heavier items, please make sure you have sufficient help available to safely move the goods from the delivery point.
Please contact us before ordering if you have restricted access or think there may be a problem delivering to your property.
Delivery Times
Delivery dates and times are normally estimates unless we have specifically agreed a guaranteed delivery service with you.
Occasionally deliveries may be delayed by circumstances outside our reasonable control, including traffic, weather, courier delays or vehicle problems. We will always do our best to help if there is a problem.
Free Delivery
Many of our products are advertised with free standard delivery. Where applicable, the cost of standard delivery is included within the advertised price of the product rather than charged separately at checkout.
This does not affect your statutory cancellation, refund or other consumer rights.
Click & Collect
We offer Click & Collect on many products for customers who would prefer to collect their order from us.
Simply select the Collection / Click & Collect option at checkout where available.
Please wait until we have confirmed that your order is ready before travelling to collect it.
If somebody else is collecting on your behalf, please let us know.
Returns, Damages & Replacements
We want you to be happy with your purchase and will always do our best to resolve genuine problems.
There is an important difference between changing your mind and an item being faulty, damaged or incorrectly supplied.
Change-of-Mind Returns
For most products purchased online or by telephone, consumers have a legal right to cancel their order within 14 days of receiving the goods, subject to certain exceptions.
At Somerset Shop, we normally extend this and allow you to notify us of a change-of-mind return within 30 days of receiving your order.
Please contact us before returning an item so that we can provide the appropriate return information.
Goods should be returned in good condition and, wherever reasonably possible, with their original packaging, instructions, accessories and components.
You are entitled to reasonably inspect goods in the same way that you could in a shop. However, if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and their value has consequently been reduced, we may be entitled to make an appropriate deduction from the refund in accordance with your statutory rights.
Unless the goods are faulty, damaged or incorrectly supplied, you will normally be responsible for the cost of returning them.
Nothing in our voluntary 30-day returns policy reduces your statutory consumer rights.
Damaged Deliveries
Please check your order as soon as reasonably possible after delivery.
If an item has been damaged during delivery, please contact us as soon as you can. Reporting visible delivery damage within 24 hours is extremely helpful as this allows us to deal with the courier promptly.
If possible, please send us photographs showing:
- the damaged item;
- the packaging;
- the delivery label; and
- the damaged area.
The 24-hour reporting request does not affect your statutory rights.
Please keep the item and its packaging while we investigate the problem.
Faulty or Incorrect Items
If we have supplied the wrong item, something is missing, or your product develops a fault, please contact us.
We will do our utmost to put things right.
Depending on the circumstances and your legal rights, this may include:
- supplying a missing or replacement part;
- repairing the item;
- replacing the item;
- arranging its return;
- offering an appropriate price reduction; or
- providing a refund.
Where appropriate, we would normally prefer to resolve a straightforward problem with a repair, replacement part or replacement product rather than unnecessarily disposing of an otherwise usable item.
This does not affect any remedy you are legally entitled to under UK consumer law.
Returns After 30 Days
If more than 30 days have passed, please don't assume that we cannot help.
Your rights will depend on whether the product is faulty and how long you have owned it.
Please contact us with your order details and a description of the problem. Photographs or a short video can often help us identify the quickest solution.
Depending on the circumstances and your statutory rights, we may be able to provide a repair, replacement part, replacement product, price reduction or refund.
Non-Returnable Items
Certain products may not be eligible for a change-of-mind return where a legal exception applies, including certain sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed.
This may apply to certain items of PPE or other hygiene-sensitive products where the relevant legal requirements are met.
This restriction does not affect your rights if an item is faulty, damaged or incorrectly supplied.
Payment
Online payments are processed securely using the payment methods displayed at checkout.
For telephone orders, depending on the order, we may be able to accept:
- debit or credit card;
- PayPal; or
- bank transfer.
Goods will not normally be dispatched or released until payment has been received unless we have specifically agreed otherwise.
Pricing & Promotions
All consumer prices displayed on our website include VAT at the applicable rate, unless clearly stated otherwise.
From time to time we may offer promotional prices, discount codes or special offers.
Promotions may be subject to their own terms, availability and expiry dates.
If we discover a genuine pricing error, we will contact you before dispatch wherever appropriate.
Viewing Your Orders
If you create an account on our website, you may be able to:
- view previous orders;
- check the progress of current orders;
- reorder products; and
- access order information and invoices.
You can still place an order without an account where guest checkout is available.
Updating Your Account & Delivery Information
It is very important that you provide us with accurate information when placing an order.
Please carefully check:
- your name;
- delivery address and postcode;
- billing address;
- email address; and
- telephone number.
Incorrect information can delay your order and may result in additional delivery costs if a courier is unable to complete delivery.
If you notice a mistake after placing an order, please contact us as quickly as possible.
Your Statutory Rights
Nothing in these Customer Service Terms is intended to exclude, restrict or replace your statutory rights as a consumer.
Your legal rights may include rights under the Consumer Rights Act 2015 and, for qualifying distance purchases, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Our own policies, including our voluntary 30-day change-of-mind return period, are offered in addition to your statutory rights where applicable.
Contact Us
Somerset Shop
Hay Street Farm
Ston Easton
Somerset
BA3 4DN
Telephone: 01761 241298
If you have a problem with an order, please contact us. We will always do our best to find a fair and practical solution.