INTERIOR DESIGN FAQS

 

HOW DO I START THE PROCESS OF AN INTERIOR DESIGN SERVICE WITH YOU?

Get in touch via phone or email with a brief description of your project. We will then arrange a telephone consultation where we begin the process of getting to know your project in more detail. In this call, we briefly talk about your project, what you hope to accomplish with our services and answer your questions. If we feel like we are the right aesthetic for you, we then schedule a design consultation where we will meet at the project and discuss your ideas further. 

This is an onsite meeting where we determine more deeply your design needs, budget, how you will use your space, ascertain your personal style, and inventory your current furniture.

From there, we take about two weeks to deliver an initial detailed project estimate. Our fee for this service is £500.00

HOW LONG DOES THE ENTIRE DESIGN PROCESS TAKE?

Generally, six months is a good guideline. Smaller projects can take as little as three months. Larger projects can take upwards of one year. 

CAN MY CURRENT FURNITURE BE INCORPORATED INTO THE NEW DESIGN PLAN?

Yes, to a point. We strive to create a design that flows as effortlessly as possible. Every item in our designs is carefully considered to enhance the look and feel of the space. When possible we will incorporate existing furniture into the design. Often, however, some pieces just can’t be used. If they are of poor quality, too worn, out-dated or just not in keeping with the new design concept, we cannot use them.

HOW MUCH WILL IT COST?

Costs vary depending on the scope of projects, and the complexity of the design. This is determined through the estimate we produce after the consultation in which we spell out a high to low range.

WHAT IS YOUR STYLE OF DESIGN?

We specialise in minimalistic, luxury design. Calming, neutral pallets that consist of high-quality craftsmanship. We create luxury designs that are timeless and sophisticated with an artistic touch. 

CAN'T FIND AN ANSWER TO YOUR QUESTION?

Please send an email to abi@nativeliving.co.uk call us on 02920708411

 

 

RETAIL FAQS

 

WHAT IS YOUR TELEPHONE NUMBER?

You can contact us by phone on 02920708411

DO YOU OFFER A PRICE MATCH?

We do our very best to offer the best prices possible, however, if you can see a product cheaper elsewhere, please get in touch and we will match this. 

WHAT ARE BESPOKE ITEMS/HANDMADE ITEMS.

Working as interior designers by trade, we are able to provide you with bespoke furniture designs to suit your needs and desires. All of our bespoke items are priced per design and handmade from the best fabricators in the UK. If you would like to discuss any bespoke options, please email our design team at abi@nativeliving.co.uk

Please note that products that are bespoke or handcrafted to order will not be suitable for returns. 

CAN I SAVE ITEMS FOR LATER?

Yes – simply click the ‘Love’ button which you see in the top right of each product. You will be able to revisit your selection of loved products in your Personal Shop at any time.

CAN’T FIND WHAT YOU ARE LOOKING FOR?

If you can’t find what you are looking for, please contact our Customer Service team who will be able to source almost any piece you request. We are happy to help with all requests, no matter how big or small. Just email 

customerservice@nativeliving.co.uk We can also arrange bespoke items if a suitable piece cannot be found.

I NEED A SOMETHING URGENTLY. CAN YOU HELP ME?

If you need a product urgently, please contact customerservice@nativeliving.co.uk or call 02920708411 and we will do our best to assist you.

Our Customer Service Team are based in Cardiff and our contact hours are: Weekdays 9am–5pm GMT.

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept all major credit and debit cards including Visa, MasterCard, American Express, PayPal and Apple Pay. We can also accept direct bank transfers with certain orders. Please contact customerservice@nativeliving.co.uk for more information.

IS SHOPPING ON NATIVE LIVING SECURE?

Shopping with Native Living is 100% secure and your information will never be shared with any third parties.

WHEN WILL I BE CHARGED?

Your card will be charged once you have completed your order. This may take a few days as per standard banking processes.

DO PRICES INCLUDE VAT?

All prices quoted on our website are inclusive of UK sales tax (VAT) at the current rate.

HOW MUCH IS UK MAINLAND SHIPPING?

We are happy to offer complimentary UK mainland shipping on most our items with the exception of some specialist 'white glove' deliveries.

DO YOU OFFER INTERNATIONAL SHIPPING?

For international shipping, please get in touch with our customer service team customerservice@nativeliving.co.uk and we will happily assist you. 

WHAT ABOUT ACCESS ISSUES?

Our delivery team will deliver up to the first-floor level only. We cannot deliver above this level unless there is suitable lift access. It is the customer's responsibility to think about any access limitations that might occur for the item purchased - including large furniture items required above the first floor. Access must be evaluated before booking white glove delivery and extra costs might occur if you fail to note any issues with this. 

HOW WILL I KNOW WHEN MY ORDER HAS SHIPPED?

Once an order has been shipped you will be notified by email. In certain cases, some orders will be shipped partially which will be made clear on your shipping email. For larger orders that require white glove delivery, we will contact you to organise a suitable delivery time.

PART OF MY ORDER IS MISSING?

At times we don't send out a complete order since different items purchased may arrive at our warehouse at different times. Please check your delivery note to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel but it isn't, please contact our Customer Service team at customerservice@nativeliving.co.uk or call us on 02920708411

WHAT IF I HAVE RECEIVED AN INCORRECT ITEM?

If you have received an incorrect item in your order, please contact our Customer Service team and we will organise a free collection service to pick the item up from you. Wherever possible, we will endeavour to organise a replacement item for you. To contact Customer Care please email customerservice@nativeliving.co.uk or call us on 02920708411

MOSS BOWLS | HOUSEPLANTS | FLOWERS

Moss bowls, houseplants and flowers require immediate opening. Although most of our products are preserved, they still require light and oxygen. Please remove all packaging as soon as they arrive with you to ensure no damage occurs to the plants. Care instructions are provided and must be followed. For any questions regarding the care of your plant or moss bowl please contact our customer service team at customerservice@nativeliving.co.uk.

WHAT IS YOUR RETURNS POLICY?

Our simple returns policy means that you can shop with peace of mind at Native Living.

If for any reason you are not satisfied with your purchase you can return your goods within 30 days of receipt and we will be happy to offer you an exchange or a refund excluding the original cost of delivery. This is on condition that the products are returned complete, in perfect condition, unused and with the original inner and outer packaging.

Please note this doesn't apply to bespoke items. 

HOW DO I RETURN GOODS?

Returns must be arranged by the buyer. For advice with this, please get in touch with our customer service team who will happily help advise at customerservice@nativeliving.co.uk.

Native Living is happy to arrange the collection of any large return (furniture) and the cost of this will be deducted from any refund due Please email customerservice@nativeliving.co.uk to arrange a collection for your return.

Please note that returns will only be accepted in the original inner and outer packaging in a saleable condition. When organising a return, please send the item with care, using a trackable service to ensure that it reaches us without damage. Any damaged items cannot be refunded. Native Living reserves the right to refuse a refund on the item if the product is not returned in a fully re-sellable condition.

CAN I CANCEL OR CHANGE MY ORDER ONCE IT IS PLACED?

Yes, you have the right to cancel your order with us. You can do this by telephone by contacting 02920708411 or emailing us at customerservice@nativeliving.co.uk.

If you wish to cancel an item that is bespoke, or customised in any way, you will need to do this within 7 working days of placing the order.

HOW LONG DO REFUNDS TAKE?

Refunds will be processed within 14 working days of receipt of the item. You will be notified by email when this has been processed. Depending on the terms set by your bank, this will show in your account within 7–10 working days.

WHAT HAPPENS WITH FAULTY OR DAMAGED ITEMS?

In the event that your order arrives in a faulty or damaged condition (including bespoke orders), please contact us within 48 hours by email or phone. We will ask you to email a photograph of the damage, including the packaging if possible to customerservice@nativeliving.co.uk. Please note that without the correct information and images we will not be able to investigate the issue.

Native Living is happy to arrange the collection of any damaged or faulty goods. Once we have received the returned item, it will be inspected and a repair or replacement will be arranged where possible. Please note that failure to notify us within 48 hours of receiving a faulty or damaged product could mean we have to charge for a replacement.

BESPOKE | HANDMADE ORDERS

Bespoke and handmade, or customised orders are non-refundable. In the case where cancellation may be required, you will need to do this within 7 days of placing the order. 

DELIVERY EXCLUSIONS

With regret, we do not cover the Highlands and Ireland. 

CAN'T FIND AN ANSWER TO YOUR QUESTION?

Please send an email to customerservice@nativeliving.co.uk call us on 02920708411