FAQs

• How do I contact Simply Rooms?
• Do I have to register to use the website?
• How do I navigate the website?
• Is it safe to shop online at Simply Rooms?
• When do I have to log in?
• What is my username?
• What happens if I forget my password?
• How do I change my password?
• Do you sell e-Gift Vouchers?
• Can I send items to a different address / to my place of work?
• How do I place an order?
• I was half way through placing my order when I lost my connection. Do I have to start all over again?
• Can I have my items delivered to more than one address in the same order?
• Can I change my delivery address?
• Can I use promotional codes advertised in online publications?
• What payment options do you accept?
• How do I know my order has been submitted successfully?
• The item I ordered is now out of stock. Why was it on the website?
• When will I be charged for my purchase?
• Can I cancel or change my order once it has been submitted?
• Can I add to my order once it has been submitted?
• When can I expect delivery of my order?
• What if I only receive part of my order?
• Can I view my order status once it's been placed?
• How do e-Gift Vouchers work?
• Are the e-Gift Vouchers available for use on all products?
• What is your UK Returns Policy?
• What happens if I don't like the items I received?
• Do I have to pay for returning an item?
• How do I exchange an item?
• How long will it take for my refund to be processed?

General Information

How do I contact Simply Rooms?

If you would like to ask a question or need advice or information about any of our products or services, you can contact us in the following ways:

We aim to respond to your enquiry by email or phone within one working day.

Please be aware that we operate a message leaving service on a call back basis. Whichever way you choose, it really helps if you let us know your order number (if relevant), name, contact telephone number and/or email address when leaving your message to allow us to respond to your enquiry.

Do I have to register to use the website?

No, you can browse our products online without having to register, but if you wish to purchase any of our products online, we ask you to open an account by completing some basic details such as your name and address. We also ask for your email address and contact number so that we can contact you about your order. Our suppliers may also contact you by phone to arrange delivery or if they are having difficulty delivering your order.

How do I navigate the website?

It's easy to find what you are looking for at Simply Rooms. You can get to any of our products and common search terms by using the main menu and search facility at the top of the page. Simply roll your mouse over any of the main category headings and click on an item from the menu that appears. To aid your search, these items have been refined under these main headings, e.g. Home, Kids Rooms, Baby & Nursery, Playroom, Gifts , Shop by Brand and Sale (when applicable).

Is it safe to shop online at Simply Rooms?

At SimplyRoom.co.uk we take our online security very seriously. We use Sage Pay (formerly Protx), a third party payment specialist who are the largest independent payment processor in the UK and are compliant to the highest level in payment card industry data security standards (PCI DSS). So you can be assured that all the information you enter is safe and secure.

We won't capture or store your card details and once you have entered your card number into a payment page securely hosted by Sage Pay, all sensitive data is encrypted and sent to the banks for processing. For further verification, as you go through the order process, an unbroken key or closed padlock symbol will appear at the bottom of your screen or lower bar of your browser, showing that encryption is active and your information is secure. This method is the recognised standard for secure transactions.

Through Sage Pay, we have also enabled 3D Secure (Verified by Visa and SecureCode by MasterCard). This is an additional check to confirm no one but you is using your card. This box will appear and ask you to enter a selection of characters from your password e.g. first, third and fifth character. So don't be alarmed if this additional check appears.

When do I have to log in?

You will have to log in to My Account when placing an order and submitting payment and personal details. This ensures your online shopping is safe and secure. You will also be required to log in if you wish to check the delivery status of your order.

What is my username?

Your username is the email address used to create your Simply Rooms account.

What happens if I forget my password?

Don't worry, with so many passwords to remember these days, it's not surprising we forget the odd one! Simply click on the 'Forgotten Password' link on the My Account page, enter the email address used to create your Simply Rooms account and you will immediately be sent an email detailing your password.

How do I change my password?

To change your password, please click on My Account at the top of the home page, enter the email address that you registered with and enter your password. Once logged into My Account, click on Contact Details, enter and confirm your new password and click on Update Details to confirm the change.

Do you sell e-Gift Vouchers?

Yes we do. This is the perfect gift when you can't decide what to give. You can purchase e-Gift Vouchers through our secure online payment system and we'll send them to you by e-mail which you can then forward on or print off and personally include in a card. To purchase e-Gift Vouchers or for more information, please click here.

Can I send items to a different address / to my place of work?

We will happily despatch your order to any address, including your place of work. However, we do need to have your billing address (where your credit/debit card is registered) to authorise your payment. Please ensure that we have both addresses when placing your order.

Ordering and Delivery

How do I place an order?

Placing an order on our website is very easy. Once you've found the product, chosen the correct colour and/or size (where relevant) from the options available to you and clicked 'Add to Shopping Bag' - your product will be added to your Shopping Bag (found top right on the page). Once you have everything in your Shopping Bag, you can continue to Checkout.

Checkout is where you pay for your chosen item(s). You will need to log in before giving any payment details as this takes you to the secure part of our website. If you have placed an order online with us before, simply enter your email address and password to log in. If you are a new customer you will need to take a few moments to create an account - a quick and easy process to do.

I was half way through placing my order when I lost my connection. Do I have to start all over again?

If you were logged into your account when you started your order, then your basket will have been saved. Simply log back into your account, view your basket and proceed to Checkout. This does depend on your computer set up and whether you have cookies enabled.

Can I have my items delivered to more than one address in the same order?

Sorry no, you can only get them sent to one address. However, you can always submit multiple orders with different delivery addresses for each (sorry, but you will have to pay a delivery cost for each order).

Can I change my delivery address?

No, you can only change your delivery address at the time you are placing your order. Once you have submitted your order we are unable to amend the address.

Can I use promotional codes advertised in online publications?

Yes, we sometimes advertise with other websites and publications and these promotions are open to everyone. However there are other "Discount voucher" websites which promote offer codes that often do not work, have expired, or are simply made up! We don't have control of these sites but if you find an offer code being promoted that isn't valid, please email the code, and a link to the site promoting it, to enquiries@simplyrooms.co.uk

For all genuine codes, please enter them into the 'Promotional Code' box on the Shopping Bag page. The value of the promotion will automatically be deducted from your Shopping Bag sub-total. Promotional codes are not available in conjunction with sale items, discounted items, when purchasing e-Gift Vouchers or any other offer.

What payment options do you accept?

We accept the following methods of payment: Visa, Mastercard, Maestro and PayPal.

How do I know my order has been submitted successfully?

Once you have placed your order, you will automatically receive an email to confirm your purchase and a unique reference number for your order. If for any reason you do not receive your confirmation email, please check it hasn't been delivered into your email Junk folder before contacting us.

The item I ordered is now out of stock. Why was it on the website?

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. If this is the case, we will inform you as soon as possible.

When will I be charged for my purchase?

The full purchase price will be charged to your card upon placement of your order, once security checks from your bank issuer and us have been authorised.

Can I cancel or change my order once it has been submitted?

Should you wish to delete an item, please email us immediately at sales@simplyrooms.co.uk so that we can action your request, provided your order hasn't already been despatched.

Can I add to my order once it has been submitted?

Sorry, but no. Once an order has been placed online it goes through our system so quickly that we are unable to add an item to your order.

When can I expect delivery of my order?

We aim to despatch all orders by the estimated delivery times shown on each product page, however during busy periods such as Christmas and during a Sale or during adverse weather conditions, the despatch time may take a little longer.

What if I only receive part of my order?

If you have ordered more than one item, please be aware that products may be despatched from multiple locations and may arrive separately. No additional delivery charge will be incurred as a consequence of this. If you have not received your order within the estimated delivery time stated, please email enquiries@simplyrooms.co.uk

Can I view my order status once it's been placed?

Yes, you can view the status of your order(s) by logging into 'My Account' at the top of the page.

How do e-Gift Vouchers work?

Simply Rooms e-Gift Vouchers are sent to you via email. A unique e-Gift Voucher code is assigned when purchasing an e-Gift Voucher. You can then send this on by e-mail or print off and place in a card to deliver personally.

Simply Rooms e-Gift Vouchers can be used as full or part payment for any goods purchased from our website. If the value of an order exceeds the value of the voucher the balance must be paid by either credit or debit card.

The full value of the e-Gift Voucher must be redeemed at Checkout, as any remaining balance cannot be refunded or exchanged for cash. Only one Simply Rooms e-Gift Voucher can be redeemed per transaction. Promotional codes are not valid when buying or redeeming an e-Gift Voucher.

If you receive an e-Gift Voucher, make sure you save the email or keep a record of the code to enable you to redeem it. The recipient must have an email address and a valid credit/debit card in order to open a Simply Rooms account and redeem the voucher.

Are the e-Gift Vouchers available for use on all products?

Yes, e-Gift Vouchers can be redeemed on any Simply Rooms purchases.

Arrange a Return or Exchange

What is your UK Returns Policy?

Your Right to Cancel

If you have contracted with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods under the Consumer Protection (Distance Selling) Regulations 2000. Personalised products are exempt from this rule. If you purchase any products which are stated to be personalised in the product description you cannot cancel the contract between you and us in this way. If you wish to cancel your contract please contact us at returns@simplyrooms.co.uk for an Exchange/Return form. Please note that you will be responsible for the cost of returning the goods to us.

Refund Policy

At Simply Rooms we want you to be happy every time you shop with us. Our no quibble guarantee means that if for any reason you are unhappy with the product you have just purchased, you can return it to us (with the exception of personalised goods). If you wish to exchange or return a product, please contact us for an Exchange/Return form at returns@simplyrooms.co.uk within 14 days from the date of delivery.

Returns Information

Please note our address is not a returns address, we will provide full instructions on how to return your item on receipt of your completed Exchange/Return form.

The product must then be returned to us within 30 working days of requesting an Exchange/Return form. On receipt of the product we will happily send you an exchange or refund the original price of the product.

We regret that postage, packing and insurance incurred in the delivery of the goods to you are direct costs and therefore cannot be refunded except in the case of cancellations.

You must take reasonable care of the goods whilst in your possession and they must be returned to us in a re-saleable condition along with the original packaging.

Please note that you will be responsible for the cost of returning the goods to us and will remain responsible for all returned goods until they reach our warehouse or our supplier, therefore we strongly advise that you obtain a free Proof of Postage Certificate from the Post Office when returning any part of your order. If the item is faulty, we shall pay the reasonable postage costs of returning the goods to us.

Please note due to reasons of hygiene, we are unable to exchange or accept the return of mattresses, mattress and pillow protectors, duvets and pillows once the hygiene seal (packaging) has been opened unless damaged. This does not affect your statutory rights.

If the product is faulty you should contact us in the first instance at returns@simplyrooms.co.uk within 7 working days from the day after the date of delivery. We shall assess whether a replacement, repair, refund is in order.

All returns and exchanges will be processed as soon as possible after arrival.

Furniture

If your furniture is damaged or faulty, please contact us within 7 working days of the day after the date of delivery for an Exchange/Return form which must be completed and returned to us at returns@simplyrooms.co.uk. We will arrange for collection and either replace your furniture item as soon as possible or refund you in full.

Should you change your mind when the furniture arrives and you no longer want the goods, collections arrangements will be promptly made at your cost. If we collect the item from you, we will charge you the cost of collection (up to £100 in some cases). You will be notified of the charge at the time of cancellation. You must inform us of the cancellation of the contract by email at sales@simplyrooms.co.uk within 7 working days from the day after the date of delivery.

Please return all furniture with its original packaging.

We cannot accept returns of furniture once assembly is part or fully completed, unless the product is found to be faulty.

Important Note: For all items please do not dispose of the packaging until you are completely satisfied with your purchase.

What happens if I don't like the items I received?

We aim to portray all products on our website honestly and accurately, both in the image and the product description. However, if you are disappointed with any of the items you have just received, or if they are not as you expected, you can return the item(s) to us within 7 working days from the date of delivery for a full refund (with the exception of personalised goods). This does not affect your statutory rights.

In the case of damaged or faulty items, please notify our Returns Department by emailing returns@simplyrooms.co.uk

Do I have to pay for returning an item?

The cost of returning items to us will be your responsibility and will remain so until they reach our warehouse or our supplier (you will be advised of the returns address by our Returns Department). We therefore strongly advise that you obtain a free Proof of Postage Certificate from the Post Office when returning any part of your order. If the item is damaged or faulty, we shall pay reasonable postage costs of returning the goods to us.

How do I exchange an item?

You will need to notify us within 14 days from date of delivery should you wish to exchange an item. An Exchange/Returns Form will then be sent to you to complete and return to us, detailing item(s) you would like to receive in exchange for item(s) purchased. You must take reasonable care of the goods whilst they are in your possession and they must be returned to us in a re-saleable condition along with the original packaging.

Please note our address is not a returns address, we will provide full instructions on how to return your item on receipt of your completed Exchange/Return form.

Should we require any additional payment information for item(s) of a different price, we will contact you to make payment arrangements before despatching goods.

Due to reasons of hygiene, we are unable to exchange or accept the return of mattresses, mattress and pillow protectors, duvets and pillows once the hygiene seal (packaging) has been opened unless damaged. This does not affect your statutory rights.

How long will it take for my refund to be processed?

All refunds or exchanges (when in stock) will be processed as soon as possible after receiving the item at our warehouse or at our suppliers. You will be notified by email when a refund has been processed, however please allow up to 10 days for your debit/credit card to be credited (this may take longer depending on how long your card provider takes to process the payment).