Here at Derby House, we work hard to ensure your order arrives smoothly. We sincerely apologise if your order is incorrect, lost or damaged and will try to get this resolved for you as quickly as possible.
Although very rare, mistakes can happen and are sometimes completely out of our control. If there is an issue with your order, please contact us as soon as possible, providing all the necessary information along with relevant images and your order number (this can be found on your order confirmation email). Make sure to get in touch with us before returning your item, as we may be able to provide a free returns label.
If your order has been damaged or lost in transit, we will pass on the information to our delivery partners for investigation. We expect a response within 2-3 working days, although this may take longer during busy periods. Rest assured, we’ll be doing everything we can to resolve the issue and will keep you updated as soon as we can.
We aim to respond to all requests within 48 hours. During our busiest periods, Black Friday and Christmas, our response times may be slower than usual. If your query is urgent, please contact our customer service team using our Live Chat (located at the bottom right of the page) or by telephone.