FAQs

Pricing & Product

Who can stock Heaven Sends?

Heaven Sends are delighted to supply fabulous goods to trade customers only.  We have our goodies stocked at multiple locations nationwide; view a selection of our stockists here.  We don't offer exclusivity for postcode areas however, stockists will be managed on a case by case basis and we always endeavour to avoid stocking businesses with the same products that are in close proximity of each other. 

How can I see your prices?

To see our wholesale prices you must create an account with us. Once you have registered, you will receive a confirmation email with your login details. It can take up to one working day for your account to be activated, so please be patient! If you have already registered with us, please log in to our website using your username and password.

What is the minimum order value?

Our opening minimum order is £350 excluding VAT and £100 thereafter. For non-mainland UK and overseas customers, please see information on costs here.

Do your prices include VAT?

Our prices are shown exclusive of VAT. The current VAT rate is 20%.

How are your items priced? What is the difference between a mix and a set?

Due to the set-up of our warehouse, all items have their own minimum quantity, and orders must be placed in multiples of each specific pack size.

For a set, the price is inclusive of the total number of pieces in the set. To calculate the price for one pack, simply multiply the unit price by the pack size.

For a mix, the price given is per piece. To calculate the price for one pack, please multiply the unit price by the number of pieces in the mix, and then multiply that by the pack size.

If you have any queries feel free to call an Angel on +44 (0)121 351745, or use the ‘ask an Angel’ function on our website.

What are the RRPs of your items?

We don’t offer RRP for our items, however most retailers use a 2.5 mark up to help price up their items.

About My Order

How do I place an order?

There are five ways in which you can place an order with us. To find out how place an order visit our ‘how to order page’ on the website.

How do I pay for my order?

For new customers, we require pro forma payment before sending out your order. The easiest way to pay to make sure your goodies get to you as soon as possible is over the phone or via bank transfer. We accept all major credit cards except American Express. Please make cheques payable to Heaven Sends Ltd.

Can I order now for future delivery?

Of course! Simply let our Angels know when they call to book in, and we can hold on to your gorgeous new products for delivery at a later date.

Why can’t I checkout?

If you’re struggling to checkout, it may be because you have some ‘out of stock’ items in your basket. To continue remove these or simply call an Angel on +44 (0)121 3517457 who will be happy to help.

How long are items kept in my basket for?

Any items placed in your basket will not be removed, but please be aware that stock is not allocated to you until you complete your order. To make sure the stock you want doesn’t sell out, complete your order as soon as you can!

What happens if a product I have ordered is not in stock?

You will not be charged for products that are currently not in stock. The product will be added as a back order to your account and will be sent out for delivery as soon as it comes in. No additional carriage charge will be payable.

Which countries do you ship to and what are your delivery charges?

We are delighted to offer worldwide delivery to all of our fabulous customers. Charges are different for each region. To find out more on delivery please visit the ‘delivery information’ page on the website.

When will I receive my order?

Once your order has been processed and paid for if you have a pro forma account, we will arrange delivery on your requested delivery date. If we cannot deliver on this date, we will contact you. This date will be a minimum of 2 working days from the date of the order being placed. Please note that you will need to sign for the delivery, so someone must be available to receive the parcel on the agreed date, otherwise there may be a re-delivery charge.

I want to amend my order. Can I do this once my order has been placed?

At the moment it is not possible to do this via our website, but please give us a call on +44 (0)121 3517457 with your sales order confirmation number and we will try our hardest to update your order as soon as we can.

My goods have arrived damaged. How do I return them?

Oh no! In the unlikely event that your goods arrive in an unsatisfactory condition please complete an aftersales form, which can be found here within 48 hours of receipt of your items. Please check all of your boxes upon arrival and sign as damaged with the courier.

I have received some incorrect items. What do I do?

Our Warehouse team work tirelessly to ensure that your order is correct, however occasionally, some picking and packing mistakes may occur. In these circumstances please accept our sincerest apologies. If the items you have received differ from those shown on your delivery note, please complete an aftersales form, which can be found here within 48 hours of receipt of your order and we will be glad to rectify our mistake.

I have received my order but no longer want some of my items. Can I return them?

Unfortunately we do not allow returns of unwanted items.

Using the Website

Help! I can’t remember my password!

 If you have lost or forgotten your username or password, do feel free to give our Angels a call on +44 (0)121 351745 or email sales@heavensends.com and we will be more than happy to supply you with another password.

What are themes?

To make your shopping experience easier, you can choose to browse products by themes. If you need some inspiration, browsing by theme will show you all the wonderful products that we believe would look lovely together.

Are the products on the website all in stock?

Unfortunately our website does not display stock levels at the current time, however if an item is out of stock, the website will say so. You can always give one of our Angels a call on +44 (0)121 3517457, and they will be more than happy to give you some advice.

What is a back order?

This is when an item is not avalaible and is added to your back order for future delivery. Contact us for due dates. *Please note - Market Place items must be dispatched immediately and cannot be placed on back order for later delivery.*

How do I find out your best selling products?

You can see our bestsellers page here.

What does 'in-stock' mean?

This is where our lovely products are in stock and ready to be sent - just select a suitable delivery date.

What does 'available for future delivery' mean?

This means some of the stock is currently not avaliable to be delivered. However we will contact you when the stock is avaliable to be delivered and added to your back order.

What does 'sold out' mean?

Due to popularity this product is sadly out of stock for this year (seasonal only).

Can I use the images on your website?

You are more than welcome to use images of our products from our website- there’s even a handy ‘save image’ button! Currently, we don’t allow the use of our mood and lifestyle images since we use this for marketing and branding, so please be aware of this on social media also!

Can I use your product descriptions for my own website?

The product descriptions on our website are there to offer you guidance when choosing and purchasing your items, but they shouldn’t be replicated elsewhere. We want to make sure that our websites have high search engine rankings, and copying descriptions could be harmful!

Heaven Sends Angels X

 

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