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Frequently Asked Questions

i. Warranty and Quality Assurance

Why has my furniture made of hardwood changed colour or does not have the same colour as the images shown?

All hardwood furniture will undergo natural colour changes due to the effect of oxidation, sunlight and/or ultraviolet light and these changes are not covered by any of our manufacturer warranty as it is considered a natural occurrence in wood. Colour change is not a product defect.

Rugs and furniture should be moved occasionally to mitigate this problem, especially on the photosensitive species. In addition, your furniture will vary from the samples and pictures shown due to wood having natural occurring colour variation. Wood produced at different time periods in the same year or in different years will also exhibit colour differences.

The furniture I ordered turned out to be a different shade or colour than the one seen on the Salty Casa website. Can I request for an exchange?

If the item you ordered is made out of hardwood, it is not unusual for it to undergo a natural ageing process and change colour over time with exposure to UV light and oxygen. Your furniture will vary from the samples and pictures shown due to wood having natural occurring colour variation. Wood produced at different time periods in the same year or in different years will also exhibit colour differences. 

If the product description on the product page has explicitly mentioned the possibility of colour variation due to the ageing process, an exchange will not be processed as the colour change is not a fault. However, if an entirely wrong colour (not affected by the factors stated above) has been sent to you, please do contact ushere and we will be happy to arrange for an exchange for you.

ii. Order Confirmation

Will I get confirmation of my order?
As soon as you put through an order via our website, we will send an order confirmation email to the email address you've provided. This is to confirm that we have received your order in our system and pre-authorised your payment method, ready for your purchase.

I placed my order but did not receive a confirmation email. Why?
If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into: 

  1. Our emails might be going to your junk or spam folder
  2. There might have been a misspelling when you entered your email address during checkout
  3. Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.

What happens after I receive my order confirmation?
We check our warehouse or with our suppliers to make sure that your item(s) are available and can be dispatched as soon as possible. If your item(s) are available for shipping, we'll process the charges and prepare to ship your order. 

In the event that your item(s) are unavailable for immediate dispatch, we will reach out to you via email or telephone to offer you an alternative. If you decide not to go ahead with any of the alternatives we've offered, we will remove the pre-authorisation from your payment method.

iii. Privacy and Security

Why do you need my phone number?
Most of our delivery couriers require a contact number to ensure smooth delivery of your order. You will likely be contacted to arrange for a delivery time-slot most convenient to you. We do not disclose your information to anyone else, it is kept private and confidential. Plus if there are any issues with your order we can contact you quickly and easily.

Is it safe to buy online through your website?
Absolutely. Salty Casa strives to provide our customers with a safe and smooth customer experience. This site uses SSL encryption technology so that you never have to worry about credit card safety.

iv. Dispatch and Delivery

How long does it typically take for your products to be dispatched?
Usually within 48 hours of processing your order but it can vary depending on factors such as the availability of the product, if your order is made to order, or the quantity you require.

How long does it typically take for my purchase to arrive once it’s dispatched?
Usually within 7 business days, however, some larger items can take up to 15 business days. 

Where do you deliver?
We currently deliver to the United Kingdom only. If you require a delivery outside of the UK, please contact us here before putting your order through.

Please Note: There may be additional charges for 'offshore domestic regions': the Channel Islands, Isle of Wight, Isle of Man, Scilly Isles, Scottish Islands, Scottish Highlands and Northern Ireland.

Can my order be delivered to a PO box?
Unfortunately not, we cannot deliver to PO Boxes.


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