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Frequently Asked Questions
1. How do I use your website?
2. How does the basket work?
3. Is it safe to shop online at www.pier.co.uk?
4. When do I have to log in?
5. How do I pay for my order?
6. How do I track my order?
7, Can I cancel or change my order?
8. How do I redeem my discount coupon?
9. How do I use my gift vouchers?
10. How do I add to my order once I have submitted it?
11. How do I return items I have purchased?
12. Am I charged as soon as I place my order?
13. Do I have to pay delivery charges?
14. How long do I have to wait for my delivery?
15. Can I have my parcel sent to a different address?
16. If part of my order is out of stock, do I have to pay an extra delivery charge?
17. Do you deliver internationally?
18. Where is my nearest Pier store?
19. Do your stores stock all items found online?
20. Do you sell gift vouchers?
21. Do gift vouchers have an expiry date?
22. What do I do if I have problems using your website?
23. What is the Pier's policy on privacy and security?
24. What is the credit card security code/card verification value (CVV)?
25. How do I contact The Pier?
26. What should I do if my card details are refused when placing an order?
27. Do I receive any order confirmation?
28. What happens if an item I've ordered is out of stock?
29. If an item has been discontinued can I order from your supplier?
30. Do you make furniture to order?
31. How do I make a complaint?
1. How do I use your website?
Our website is designed to be user-friendly.Read 'How To Shop Online' for a step-by-step guide.
2. How does the basket work?
As soon as you find the item you're looking for click on the 'Add to basket' icon. You're not committed to buying at this stage and items can be added or deleted from your basket at any time.Read 'How To Shop Online' for a step-by-step guide.
3. Is it safe to shop online at www.pier.co.uk?
We treat your personal information with the utmost respect and, it goes without saying, the safety of your credit card details is paramount to us.Read 'Security & Privacy' for more information.
4. When do I have to log in?
Once you have decided to place an order and would like to proceed to the checkout, you will need to log in to place your order. If you are a new user it will be necessary for you to take a moment to fill in the required details so that we know where to send your order - this shouldn't take more than a couple of minutes.Read 'How To Shop Online' for a step-by-step guide.
5. How do I pay for my order?
Online orders must be paid for by credit/debit card. We accept Visa; MasterCard; Delta; Maestro; Electron and American Express.Read 'Pricing and Payment' for more information on payment options.
6. How do I track my order?
It's easy. Just call our dedicated Customer Service team who will be happy to keep you up-to-date.Read 'Order progress' for more information.
7. Can I cancel or change my order?
You can cancel your order any time before delivery by calling our dedicated Customer Service team on 0845 609 1234.Read 'Changing your order' for more information.
8. How do I redeem my discount coupon?
You can use your promotional discount when placing an order by typing in the code on the 'Shopping Basket' page. If for some reason you find that the discount hasn't applied please call our Customer Service team on 0845 609 1234.Please note that promotional discount codes can only be used to buy full-priced items. Discounts do not apply to furniture sets, delivery charges, charity related items or gift vouchers.
Read 'How To Shop Online' for a step-by-step guide.
9. How do I use my gift vouchers?
We're sorry, but at the moment we are not able to process gift vouchers through our website, but it couldn't be easier to use them. Simply call our dedicated Customer Service team on 0845 609 1234 who will be happy to take your order.Read 'How to use Pier Gift Vouchers' for more information.
10. How do I add to my order once I have submitted it?
You can change your order any time before delivery by calling our dedicated Customer Service team on 0845 609 1234. If your delivery has already been scheduled you can still make changes but we hope you understand that this means we may not be able to keep to the original scheduled delivery date.11. How do I return items I have purchased?
We have a passion for our products, but we understand that sometimes for all sorts of reasons, you may feel you want to return or exchange an item. We will always refund the full amount or exchange a product, provided these guidelines have been followed.Read 'Returns procedure' for full details.
12. Am I charged as soon as I place my order?
No. We will only charge your credit card account when your order is on its way.13. Do I have to pay delivery charges?
We do have standard delivery charges that are reflected by the size and weight of the products you order. The highest delivery charge for the items in your basket is then applied to your whole order. You will only pay one delivery charge for your order.Read 'Delivery charges' for a breakdown of our charges.
14. How long do I have to wait for my delivery?
We are pleased to say that when you shop with The Pier, most products are available in the warehouse and delivered within 14 days (but please allow up to 28 days).Read 'Delivery' for more information.
15. Can I have my parcel sent to a different address?
Yes. If you are unable to accept delivery at your billing address, you can have your parcel sent to another address. Let us know when placing your order online at the 'Delivery Information' page or, if you've already confirmed your order, just email our dedicated Customer Service team or call them on 0845 609 1234. They will be happy to make any changes for you.Read 'Delivery' for more information.
16. If part of my order is out of stock, do I have to pay an extra delivery charge?
No. Regardless of how many deliveries we make as a result of stock availability, you will only ever pay one delivery charge.Read 'Delivery' for more information.
17. Do you deliver internationally?
Unfortunately we are currently unable to deliver internationally.18. Where is my nearest Pier store?
We have 48 stores throughout the UK and we're growing! You'll find the address of your nearest store by clicking on the 'Our Stores' link at the top of the page.19. Do your stores stock all items found online?
No, with 48 stores around the country you'll find there's always a slight variation in stock from one to the other. So if you've got your eye on something specific we suggest you give our Customer Service team a call on 0845 609 1234 and they can let you know before you make the trip.20. Do you sell gift vouchers?
Yes! They're available in multiple £5 and £10. As well being available from any of our stores, you can order gift vouchers online or through Pier Direct on 0845 609 1234.Read 'Gift Vouchers' for more information.
21. Do gift vouchers have an expiry date?
Pier Gift Vouchers do not have an expiry date so you can use them whenever you're ready.22. What do I do if I have problems using your website?
If you have any problems using our website just get in touch with our Customer Service Team who will happily talk you through it. Either ring 0845 609 1234 or email us via our helpdesk.23. What is the Pier's policy on privacy and security?
We adhere strictly to the requirements of the UK Data Protection Act 1998.Read 'Privacy policy' for more information.
24. What is the credit card security code/card verification value (CVV)?
It's the unique 3-digit number located on the back of your card (or the 4-digit number on the front of an American Express card) that helps us validate your purchase and protect you against fraud. This number is not held on the magnetic strip and is never printed on receipts making it very difficult for anyone other than you to know it. We won't keep this number on file once we've processed your order.25. How do I contact The Pier?
Our dedicated Customer Service Team is always pleased to help you with any query. You can call them on 0845 609 1234.See our Contact Details for more information.
26. What should I do if my card details are refused when placing an order?
Online orders must be paid for by credit/debit card. We accept Visa; MasterCard; Delta; Maestro; Electron and American Express. If you're having problems, please first check that your details are correct and that you've typed your card number with no spaces. If you continue to have difficulty it's worth checking with your bank that there isn't a problem at their end. Finally, our Customer Service team will be happy to take an order over the phone. You can call them on 0845 609 1234.27. Do I receive any order confirmation?
For all orders placed online, you will receive a confirmation email. You might like to print and keep it in case of queries. Please check all the details, and let us know if there are any problems. If your do not receive a confirmation email, or have any questions, please email our Customer Service team or call them on 0845 609 1234 during office hours if your enquiry is urgent.28. What happens if an item I've ordered is out of stock?
Once the item you've ordered is back in stock it will be sent to you. Your order confirmation will give you an estimated waiting time. If the product you want is out of stock indefinitely, we'll call and help you find an alternative item.Read 'Product availability' for more information.
