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FAQs

Deliveries
Ordering & Amendments
Returns
General DIY
Antique Restoration & Maintenance Tips

DELIVERIES

Who delivers Restorate’s orders?

We are very proud to only offer next working day delivery with trusted delivery partners, DPD and Parcel Force.

As they have proved to provide a fantastic service, we believe that they are the only acceptable option to offer our valued customers. We believe that every customer should have the best quality of delivery available as we want you to get the product you need with as little stress as possible.

Please note that all Scottish Highlands and Islands Deliveries are 2 Day Deliveries and are more expensive due to the distance covered to get the parcel to you.

How much is postage?

We like to keep things easy, so we have competitive pricing for postage.

UK MAINLAND NEXT DAY DELIVERY (Monday to Friday)

ORDERS BELOW £60 INC.VAT - £5

ORDERS OVER £60 INC.VAT - FREE

UK PRE 12 NEXT DAY DELIVERY - £10

-

UK MAINLAND SATURDAY DELIVERY

 Orders placed by 5pm on the Friday prior - £10

-

SCOTTISH HIGHLANDS & ISLANDS (Monday to Friday)

2 DAY DELIVERY - £15

Where does Restorate deliver to?

Restorate are delivering to UK Mainland only. This means we are delivering to Scottish Highlands and Islands but not to  The Republic of Ireland, Isle of Man, Scilly Islands or Northern Ireland.

How do I track my order?

Both DPD and Parcel Force provide despatch notification, one hour delivery window via text and email, whilst also providing smart phone application (link to download provided in confirmation email) to track, add personalised delivery instructions or divert to a parcel shop.

When will my order be sent?

Every order placed before 5pm, Monday to Friday, will be despatched that same day to be delivered on the following business day (Monday-Friday).

 

 

ORDERING & AMENDMENTS

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://restorate.co.uk/account/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at customer.service@restorate.co.uk just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via customer.service@restorate.co.uk or call us on 01285 831668 within offfice hours (9am-5pm, Monday to Friday) and we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

If you place an order after 5pm on a weekday or over the weekend, please email us on customer.service@restorate.co.uk before office hours (9am to 5pm, Monday to Friday) and we can make some amendments. If you wish to remove or change an item on the order, we will refund you for that item and make a new order, taking a seperate payment (without charging for postage) and send the two orders together that day.

When will my order arrive?

Orders made before 5pm, Monday to Friday will be despatched the same day and sent on a next working day delivery with DPD. If you have Hazardous items on your order, such as Methylated Spirits, Paramose Paint Remover or 20 Litre Wax, your order will be despatched same day as long as the order is placed before 2:30pm. If you have ordered over the weekend, your order will be despatched on the following Monday to be delivered on the Tuesday. 

Orders placed over Bank Holiday weekends will be despatched on the following Tuesday and delivered on the Wednesday.

We book every order on a next day delivery but as there may be a long journey from the Cotswolds to where you are, the parcel may have to pass through up to 4 depots in under 12 hours with many people involved. Because of this, occasionally (very rarely) hiccups to happen in that chain, meaning a delay in the delivery. We monitor all deliveries and will notify you as soon as we see something that isn't right. 

The best practice is to order in plenty of time, allowing many days before requiring the item being sent to avoid costly hold ups.

What countries do you ship to?

We currently only deliver to UK Mainland. This includes Scottish Highlands, Islands and the Isle of Wight. Unfortunately due to high delivery costs we are not currently delivering to Republic of Ireland, Northern Ireland, Isle of Man, Guernsey, Jersey or Europe.

 

 

RETURNS

Can I return or exchange an item?

In order for the exchange to be as quick as possible for you, it is best to return the item and simply re-order the intended item. We have a 30 Day Returns Policy so please get in touch as soon as possible if you wish to return an item. You can email us on customer.service@restorate.co.uk or call us on 01285 831668. Our office hours are 8am to 5pm, Monday to Friday.

How do I return an item?

Please contact our customer service team via customer.service@restorate.co.uk. Providing the return is within the 30 day return period and meets our return criteria of being unused and re-salable condition, we will issue you with a return reference by email. If you have changed your mind about the item purchased or you made a mistake in ordering the product, it is your responsibilty to repackage the returning item well, organise the delivery and, if the item is damaged during transit back to us, Restorate are not liable to refund the cost of the item.

If we have made a picking error we will organise a pick up for the incorrect item and immediately resend the correct item, subject to availability. If the item has arrived damaged or leaking, please notify us as soon as possible by emailing an image to customer.service@restorate.com and we will come to an agreement on a refund.

My order has arrived but it’s not as I expected. What can I do?

If we have made a picking error we will organise a pick up for the incorrect item and immediately resend the correct item, subject to availability. If the item has arrived damaged or leaking, please notify us as soon as possible by emailing an image to customer.service@restorate.com and we will come to an agreement on a refund.

If you have made a mistake when ordering it will be your responsibilty to return it to us in a "as new" condition within 30 days of purchase to recieve a full refund for the price of the item only.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email or call you to confirm the items condition and refund. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

 

 

GENERAL DIY

How do you remove dark rings or spots on interior furniture or worktops?

Dark rings or spots on wooden surfaces are often caused by water or heat (usually from hot pans). If the mark is from water, it is likely to be an old mark that has sunk deeply into the surface of the wood, below the finish. If this is the case the best product to try is Oxalic Acid Crystals or Liberon Wood Bleacher, which is a premixed solution. Instructions of how to apply these are on their respective pages.  Protective gloves and safety glasses are recommended. Most of the time if water has absorbed into the wood, the finish is permiable such as an oil or wax. In this case the Oxalic acid should work and be easy to touch refinish once the Oxalic Acid solution has been cleaned off.

If the oxalic acid solution doesn't remove the dark stain, you may need to use a Liberon Wax and Polish Remover or Barrettine Paint Panther (applied with Grade 4 Liberon Steel Wool wearing Heavy Duty Gloves)prior, but this would require the surface to be completely refinished after.

If the item being worked on is a fine antique, there is a chance that the finish is a French Polish. If this is the case we recommend getting in touch with a professional Antique Restorer as French Polishing is an art and not easy or cheap to achieve good results if you are an amateur.

How do you remove light rings or water marks?

These are likely to be more superficial marks and can be removed Liberon Ring Remover or Rustins Ring Remover. Work well into the surface of the wood in small circular motion with a Lint Free Cotton Cloth. Ring remover will work on Varnishes, French Polishes or Lacquers. If the white mark is on a waxed surface, you might be able to remove them by adding another layer of clear or tinted wax, such as the Liberon Black Bison Wax,  Briwax Natural Creamed Beeswax or Fiddes Supreme Wax Polish. If this doesn't work, use Liberon Wax and Polish Remover and then rebuild the layers of wax in the small area.

 

 

ANTIQUE RESTORATION & MAINTENANCE TIPS

How do you remove light rings or water marks?

These are likely to be more superficial marks and can be removed Liberon Ring Remover or Rustins Ring Remover. Work well into the surface of the wood in small circular motion with a Lint Free Cotton Cloth. Ring remover will work on Varnishes, French Polishes or Lacquers. If the white mark is on a waxed surface, you might be able to remove them by adding another layer of clear or tinted wax, such as the Liberon Black Bison Wax,  Briwax Natural Creamed Beeswax or Fiddes Supreme Wax Polish. If this doesn't work, use Liberon Wax and Polish Remover and then rebuild the layers of wax in the small area.

How do you remove dark rings or spots on interior furniture or worktops?

Dark rings or spots on wooden surfaces are often caused by water or heat (usually from hot pans). If the mark is from water, it is likely to be an old mark that has sunk deeply into the surface of the wood, below the finish. If this is the case the best product to try is Oxalic Acid Crystals or Liberon Wood Bleacher, which is a premixed solution. Instructions of how to apply these are on their respective pages.  Protective gloves and safety glasses are recommended. Most of the time if water has absorbed into the wood, the finish is permiable such as an oil or wax. In this case the Oxalic acid should work and be easy to touch refinish once the Oxalic Acid solution has been cleaned off.

If the oxalic acid solution doesn't remove the dark stain, you may need to use a Liberon Wax and Polish Remover or Barrettine Paint Panther (applied with Grade 4 Liberon Steel Wool wearing Heavy Duty Gloves)prior, but this would require the surface to be completely refinished after.

If the item being worked on is a fine antique, there is a chance that the finish is a French Polish. If this is the case we recommend getting in touch with a professional Antique Restorer as French Polishing is an art and not easy or cheap to achieve good results if you are an amateur.

 

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