CUSTOMER SERVICE

Work with us

Do you wish to become our partner?

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Frequently Asked Questions

WHAT SHOULD I DO WITH MY OLD FURNITURE?

We recommend you donate unwanted, reusable furniture to local charities such as British Heart Foundation or Help the Heroes. They will be collected from your house, and go to an appreciated home.

 

WHAT IF IT HAS BEEN LONGER THAN THE ESTIMATED DELIEVERY DATE?

Firstly we would like to apologise for the delay in your order; the dates we provide are approximate dates, and normally pretty accurate.

If you have been waiting longer than these dates, get in touch with us; so we can contact the courier service for accurate information. Part of the email order receipt we provide tracking information for delivery, so you can personally track your parcel.

 

WHERE DO YOU SHIP TO?

We currently do Standard Delivery Shipping to United Kingdom and Estonia.

We do International Delivery to the rest of the European Union.

If it’s country outside the European Union, contact us by info@stoolsandstands.com we will see if we can deliver the item, taxes and customs will be your own responsibility.

 

WHAT IF FIND ITEM CHEAPER ELSEWHERE?

We do offer price match guarantee on our branded items. This includes physical and online design shops, however does not include mail order businesses such as Amazon or ASOS.

Take into consideration, delivery costs, installation costs, and excluding grouping promotion.

Have you already purchased the item on Stools and Stands already?

You have to bought item within 28 days, and have the order receipt to hands.

Contact us via email with details of your order with reference to the business selling the same item.

 

THE PRODUCT LOOKS DIFFERENT COLOUR TO THE PICTURE?

We try our best to provide pictures which purely and truly represent the product. However colours may vary due to different lighting conditions and visual screen settings.

 

CAN I CLAIM BACK THE VAT ON MY ONLINE PURCHASE?

For orders to UK and EU addresses, UK VAT is applied, meaning that they are not eligible for a VAT refund. For orders to Non-EU addresses, UK VAT is not applicable and will be deducted from the price shown at the website during checkout. Local taxes and duties will also be applied to your order so you don’t need to worry about additional costs when you receive your goods.

 

QUESTION STILL NOT ANSWERED?

Scroll down the page to see your contact details and we can provide answers and solutions to your issue.

Delivery

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Cancellations

You can cancel or change ‘Made to Order’ orders in full or in part within 4 Calendar day after placing your order, without any cost or Conditions. Contact us on info@stoolsandstands.com

You can cancel or change ‘In Stock’ Orders in full or in part within 24 hour period in making the order. If past this period, and shipping has begun, go to our Refund Section. Contact us on info@stoolsandstands.com

You may choose between exchanging the item for a different item or card refund.

In the event that you have already use item, an amount related to the decreased in resale value will be deducted. This includes if you discard the packaging after unpacking, as this significantly reduces the item’s resale value.

Returns and Exchanges

[ Return Form ] or Email info@stoolsandstands.com

Under the Consumer Contracts Regulations, if you buy online or by phone, you may return or exchange goods within 30 working days of delivery, except for the products described as ‘Made to Order’.

You are Responsible for any transportation costs and ensuring the item is returned to Stools and Stands undamaged.

We make every effort to deliver your items to you in perfect condition. We recommend that you check your delivery as soon as it is received. If there is a problem with your order please contact info@stoolsandstands.com as soon as possible so that we can resolve it for you promptly.

Terms and Conditions

General Terms of Business of Stools and Stands (“TERMS AND CONDITIONS”)

  1. In General

1.1. Contractual partners

SHG ESTONIA, 11 Niine. 175, 10133 Tallinn (“Stools and Stands” or “we”) operates a Home & Living Shop (“Web Shop”) at www.pamono.com through which the customer (“customer” or “You”) can buy products from Stools and Stands, which Stools and Stands, in turn, acquires from dealers.

 

1.2. Consumer, Entrepreneur

The customer is the consumer to the extent that the purpose of the ordered supplies and services is not predominantly assignable to his commercial or self-employed work. In contrast, the entrepreneur is any individual, legal person or partnership vested with legal capacity and at the contract finalization stages acts as one exercising its/his commercial or self-employed work.

 

1.3. Validity of the General Terms of Business

These terms and conditions of business hold good for all contracts between Stools and Stands, and the customer relating to the sales of goods as concluded through the Web Shop in their version valid at the time of the order. The customer’s general terms of business in opposition to or at variance with the stipulations below are not applied unless we have agreed to their validity in writing. The following terms of business also retain their sole validity when we unreservedly carry out the delivery and service although aware of counteracting conditions of the customer or ones at variance to the following terms of business.

 

1.4. Changes to the General Terms of Business

Stools and Stands reserves the right to change these terms and conditions at any time given that the changes involved are not unreasonably prejudicial to the user. We will e-mail any changes to the terms and conditions at least four weeks before they come into force. The changes are deemed to be approved unless the customer objects to them through an e-mail to contact@pamono.com within four weeks after our notification. Given a change to the terms and conditions, the customer will be instructed, in particular, as to the scope available for an objection, and of the significance of the time limit. In the event of the customer availing himself of his right to object, we are entitled to delete the customer’s user account with effect from when the changed terms and conditions are to come into force. The customer will also be made aware of this in a separate notification.

 

1.5. Downloading the General Terms of Business

You can inspect, print and store these terms and conditions in their current version at any time under the “Terms and Conditions” link on the Web Shop homepage.

 

1.6. Particulars as to Deadlines

Working days indicated as deadlines refer to all days of the week except for Saturdays, Sundays and public holidays in Berlin.

 

  1. Registration and Use

2.1 Registration

To order goods through our Web Shop, you need to create a customer account and specify your personal data. Find out everything about how your data is handled in our data privacy protection statement.

 

2.2 Correctness and use of user data

The user is responsible for entering his/her particulars as required for registration in a true and complete manner. He/she furthermore undertakes to confidentially handle the access data and not to pass it on to third parties. The registration is confirmed immediately after being sent.

 

2.3 Multiple registrations

The user is not entitled at Stools and Stands to simultaneously have several customer accounts. Stools and Stands reserves the right to delete multiple registrations, make use of the virtual property rights, and to warn and give notice to customers who infringe the member stipulations listed under sub-sections 2.1 to 2.4.

 

  1. Supply and Availability

3.1. Product images

The goods which Stools and Stands has on offer are shown in images on the website. Slight deviations between what is depicted and actual characteristics do not represent any shortcomings on the part of the ordered product. There may, for instance, be differences in colour due to differing light conditions.

 

3.2. Availability

Whether we accept your order depends on the availability of the product. As many of the goods on offer in our Web Shop represent unique items, their availability cannot be guaranteed. We will immediately let you know if we cannot accept your order as a result of the dealer not being able to confirm availability. If you as an individual or as an entrepreneur intend to place a large order please send us an email to info@stoolsandstands.com prior to your order so we can assure availability.

 

  1. Contract Finalization

4.1. Contractual partner

Your contractual partner is Stools and Stands, 11 Niine, 10133, Tallinn Estonia

4.2. Ordering

The display of the products in the online shop does not represent a legally binding offer but a non-binding online catalogue. By clicking the “Buy now” button you submit a binding order for the goods contained in the shopping basket. The confirmation of the order is sent immediately after the order has been placed and does not yet represent any contractual acceptance. Its sole purpose is to provide you with an overview of your order request. You can also check on your order information and data in your password-protected user account.

 

4.3. Accepting the order

We accept your order by e-mailing you an order acceptance within five days. Only after receiving an acceptance of the order will any payments undertaken by the customer – including wire transfer – become due.

 

  1. Right of Withdrawal by Stools and Stands in case of non-availability after Conclusion of the Contract

In case the product, for reasons for which Stools and Stands is not responsible, will never be available at the dealer’s with whom the matching cover transaction exists, then Stools and Stands is to immediately inform the customer about this non-availability. In such an instance, Stools and Stands is entitled to withdraw from the contract. Given a case of withdrawal from the contract, Stools and Stands is to immediately reimburse the customer with any payments already effected.

 

  1. Price

6.1. Price particulars

For all orders with StoolsandStands.com the price is in Pounds sterling. The prices specified are final prices in that they include in each case the statutory value-added tax (if applicable) as well as other price constituents excluding the shipping cost and local taxes and duties.

 

6.2. Vouchers, customer credit balances, sale promotions

Only one type of discounting can be redeemed with each single order in the Web Shop. Vouchers can only be used once per order. They are not combinable one to the other or with customer credit balances. Unless otherwise expressly indicated, “sale” promotion supply offers are excluded from percentage-based vouchers.

 

  1. Pay Settlements

7.1. Payment variants provided

The payment methods for purchases as indicated in the ordering process are made available for you on www.stoolsandstands.com. They are currently PayPal (paypal.de), credit card (Visa, MasterCard, American Express) and payment in advance.

 

7.2. Credit card payments

You enter your credit card details on our secure payment pages. The data is sent encoded directly from the SSL system to the credit card institute. Following a successful credit card examination, the invoiced amount is automatically and immediately debited. With the transaction completed, we then process your order within the specified delivery time. Credit notes from returns are re-booked onto your credit card.

 

7.2. PayPal payments

For PayPal payments, you will be directed to the PayPal payment pages. You specify your account information there and confirm payment to Stools and Stands.com. A settlement is immediately arranged. Credit notes from returns are credited to your Paypal account.

 

  1. Retention of Title

The delivered product remains the property of Stools and Stands for the dealer in question up to full settlement by the customer.

 

  1. Delivery, Despatch and Costs

9.1. Delivery and despatch

 

 

9.4 Delivery time

The delivery times specified in the Web Shop are calculated from when the order is confirmed (contract finalization) and from the time that Stools and Stands receives the payment in the case of a purchase involving advance payment.

 

The product is delivered punctually subject to scheduled delivery by our supplier as part of the matching cover transaction with the dealer concerned.

 

9.5. Rights of withdrawal given a default in delivery

Stools and Stands will immediately inform the customer about the start and end of any hindrances making it impossible to keep to the specified delivery time. The customer is entitled to withdraw from the contract should the delay in delivery last for over four weeks. This does not affect the customer’s statutory right of cancellation (see Section 10 of these terms and conditions). Stools and Stands is also entitled to withdraw from the contract given a delay in delivery of over four weeks. Given a case of withdrawal from the contract by the customer and/or by Stools and Stands, we will immediately reimburse the customer with any payments already effected.

 

  1. Cancellation Terms & Conditions

From when the cancellation terms & conditions apply

Right of cancellation

You are entitled to withdraw from this contract without any reasons being given within fourteen days.

 

The cancellation period is fourteen days from the date on which you or a third party nominated by yourself – but who is not the forwarding agent (the “Third party”) – takes possession of the goods.

 

For a contract concerning a number of goods which you ordered within a single order, the above cancellation period only begins on the date when you yourself or the third party took possession of the last product.

 

For a contract concerning a product subdivided into several partial consignments or single items, the above cancellation period only begins on the date when you yourself or the third party took possession of the last partial consignment or the last item.

 

To exercise your cancellation right you need to inform us.

 

To comply with the cancellation period, it is sufficient in itself to send the notification relating to exercising one’s right of cancellation prior to expiry of the cancellation period.

 

The consequences of cancellation

Should you cancel this contract, then we are to immediately pay back to you all payments which we have received from you inclusive of the delivery costs (except for the extra costs arising from you having selected a different type of delivery to the most favourable-cost standard delivery that we provided) and at the latest within fourteen days from the date on which we received notification of your contract cancellation. For this refund we will deploy the same means of payment which you used for the original transaction unless something different has been expressly agreed to with you. Under no circumstances will we charge you with a fee for this refund.

 

The following applies to goods sent to you in the post. You are to immediately return the goods to us – in all cases – within fourteen days from the date on which you informed us about the cancellation of this contract, or to hand them over to someone that we have charged with accepting the goods. The period is upheld given that you despatch the goods prior to expiry of the fourteen-day period. You defray the immediate costs of returning the goods.

 

The following applies to goods not sent to you in the post. We pick up the goods. You defray the immediate costs of returning the goods. The costs are estimated, at a maximum, to be the amount corresponding to those associated with the return despatch of equivalent goods.

 

You are only required to compensate for any loss in value of the goods if you have unnecessarily handled the goods when checking on their condition, properties and mode of operation.

 

Specimen cancellation form

Info@StoolsandStands.com

 

– I/we (*) hereby cancel the contract concluded by myself/us (*) on purchasing the following goods: (…)

 

– Ordered on (*)/received on (*)

 

– Name of the consumer(s)

 

– Address of the consumer(s)

 

– Signature of the consumer(s) (only with a paper notification)

 

– Date

 

(*) Delete what is inapplicable.

 

  1. Questions on the Order

Contact our after-sales service below should you have any service queries:

 

Stools and Stands

11 Niinee

10133 Tallinn

 

E-mail: Info@Stoolsandstands.com

 

  1. Warranty and Liability

12.1. Warranty on faults

A 12-month warranty vis-a-vis companies applies to goods delivered by Stools and Stands. A 12-month warranty also applies to use goods delivered by Stools and Stands.

 

12.2. Liability exclusions

The liability of  Stools and Stands or compensation is ruled out. This does not apply to:

 

(i) Damage from instances that are detrimental to life, body and health as a result of Stools and Stands or its statutory representative or vicarious agents having infringed their obligations in a negligent manner;

(ii) Damage as a result of Stools and Stands or its statutory representative or vicarious agents having infringed their obligations in respect of significant contractual rights and obligations vital for proper implementation of the contract with, in view of this, the contractual purpose being put at risk (cardinal obligations);

(iii) Damage as a result of Stools and Stands or its statutory representative or vicarious agents having infringed their obligations either deliberately or in a grossly negligent manner;

(iv) Liability in accordance with the law of product liability

(v) Liability in the event of a guarantee being taken on.

For damage not relating to instances that are detrimental to life, body and health and which are attributable to Stools and Stands or its statutory representative or vicarious agents having negligently infringed their obligations, Stools and Stands ‘s liability is limited, at all events, to contract-typical and predictable damage.

 

Stools and Stands’ exclusion from liability and/or limited liability is also applicable to Stools and Stands’ statutory representatives and vicarious agents.

 

  1. Promotional Vouchers

13.1. Offer and validity of promotional vouchers

Stools and Stands offers promotional vouchers (vouchers that cannot be bought but which we hand out with a certain validity period attached as part of publicity campaigns). Promotional vouchers are only valid for the period specified and can only be redeemed as part of an order. Single items may be excluded from the voucher promotion.

 

13.2. Value of the goods and remaining balances with promotion vouchers

The value of the product must at least tally with the promotion voucher amount. Legal considerations preclude us from refunding any remaining balances.

 

13.3. Redeeming promotional vouchers

Promotional vouchers can only be redeemed before conclusion of order. Any offsetting effected subsequently is not possible. The credit balance of a promotional voucher is neither paid out in cash nor is interest paid on it.

 

13.4. Passing promotional vouchers onto third parties and combining them

The promotional voucher cannot be transferred to third parties. A number of promotional vouchers cannot be combined.

 

13.5. Balancing the remaining amount

If a promotional voucher credit balance does not suffice for the order, the difference can be offset by using the payment methods on offer.

 

13.6. Reimbursement of promotional vouchers

No refunding of the promotional voucher takes place when the entire product or a part of it is returned given that the promotional voucher was issued as part of a publicity campaign and nothing in return was furnished.

 

  1. Data Privacy Protection

The data privacy protection statement of Stools and Stands is here.

 

15.2. Changes to these terms and conditions

Stools and Stands reserves the right to change these terms and conditions at any time given that the changes involved are not unreasonably prejudicial to the user. We will e-mail any changes to the terms and conditions at least four weeks before they come into force. The changes are deemed to be approved unless you object to them through an e-mail to info@stoolsandstands.com within four weeks after our notification. Given a change to the terms and conditions, we will instruct you, in particular, as to your scope available for objection and the significance of the deadline. In the event of you availing yourself of your right to object, we are entitled to delete your user account with effect from when the changed terms and conditions are to come into force. You will also be made aware of this in a separate notification.

 

15.3. Ineffectiveness of individual clauses

The fact of a stipulation of these terms and conditions being ineffective does not impinge on the effectiveness of the others.

Privacy Policy

Stools and Stands treats your personal information with the utmost confidentiality. This is kept on a secure server and we will fully comply with all applicable UK Data Protection and consumer legislation from time to time in place.

 

When you shop on this website, we will ask you to input and will collect personal information from you such as your name, e-mail address, billing address, delivery address, telephone number, product selections, credit card or other payment information and a password. We may also collect information about where you are on the internet (eg the URL you came from, IP address, domain types like .co.uk and .com), your browser type, the country and telephone area code where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered on our website (“User Information”). We may collect this information even if you do not register with us.

 

You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service.

 

We confirm that any personal information which you provide to us (or which is available on public registers) and any user Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner’s Office. We use your information only for the following purposes:

 

* Processing your orders;

* For statistical purposes to improve this website and its services to you;

* To serve website content and advertisements to you;

* To administer this website;

* If you consent, to notify you of products or special offers that may be of interest to you.

 

You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.

 

When you create a shopping account while ordering online you will be given the option to receive information from Utility by post, e-mail or telephone, about products, promotions or special offers which we feel may be of interest to you. In the event that you do not wish to be contacted for such purposes please e-mail.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information we are entitled to do so.

Contacts Us

Live Chat :

Monday-Friday  10am – 5pm GMT

or Phone us:

+372 5342 2627

or Email Us:

info (a) stoolsandstands,com

 

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