We hope you find the following frequently asked questions helpful. If you can't find the answer to your question below, don't hesitate to call us or email us - we are extremely happy to help.
What do I need to do to order?
Simply complete the order process on our site, or if you prefer, give us a call and place your order over the phone. We want to make the process as straightforward as possible, so feel free to call us if you wish - we are happy to talk to our customers.
What if I want to change my order?
No problem. Just call us on 01752 710489 between 10am and 5.30pm Monday to Friday, or email us at firstname.lastname@example.org with your order details.
When will my card be charged?
Your card will be charged when you place your order. If for any reason we are unable to fulfil your order or for some unexpected reason there is a prolonged delay in dispatch we will refund your card as a matter of priority.
What's the status of my order?
If you want to check the status of your order, give us a quick a call or email us. We'll be happy to give you an update.
What if I want to place a bulk order?
Please do. Contact us with your requirements and we'll discuss pricing and delivery with you.
Do you have a physical stores?
Yes. We have Escapology Plymouth, and we will be opening additional stores as we grow.
What do your physical stores offer?
Our physical stores are our showrooms. They have select pieces from our collections but do not hold as many items as you see on our site. Our showrooms help you see how items work together and give you the opportunity to speak with someone who can help and advise you. But if you can't make it to one of our stores, don't worry you can still talk to someone - either by calling, emailing, or messaging us.
When will I get my order?
We know how frustrating it can be having to wait for your items after you have purchased them. At Escapology we do everything we can to get your items to you as quickly as possible.
For smaller items which are usually held in stock we aim to get this to you within 5 working days. If for any reason this isn't possible, such as we need to get some more stock from our manufacturers we will let you know.
For larger items, such as furniture, we have limited stock so for most items we will arrange for your item to come from the manufacturer as soon as possible. This means that this takes a little longer, particularly when the item is being made to order.
We say allow 4 to 6 weeks for larger items. But rest assured we do everything possible to minimise this.
If for any reason this isn't possible, such as we need to get some more stock from our manufacturers we will let you know.
Here's what you can expect:
|Small items (e.g. tableware)||Generally within 5 working days|
|Larger items (e.g. furniture)||Generally within 30 working days|
Where do you ship?
We ship to mainland UK at present. We are planning to expand this, but not until we are certain we can do so and achieve the level of customer service we pride ourself on.
What does delivery cost?
Orders over £75 are free. Orders under £75 cost £4.95.
Can I get express delivery?
At present we do not offer express delivery. However, if you need something in a rush, please let us know when you place your order and we will see what we can do to get your purchase to you as soon as possible.
What is your return policy?
We have a 14-day, no-questions-asked return or exchange policy for all of our products. If you aren’t satisfied, we can set you up with a full refund or an exchange within 14 days of receipt. Please refer to our Terms and Conditions for more details.
How do I set up a return or exchange?
Just give us a call on 01752 710489, Monday to Friday, 10a.m - 5.30p.m., or email us as as email@example.com so we can get started on the return or exchange process. We’d love to hear your feedback too.
If you want to check our full refund policy, you can find it here.
Do you offer gift cards?
Sorry, at the moment we don't but we are working on it!
Do you offer a wedding gift registry?
Not yet, but a wedding gift registry will be coming soon.
Do you offer a gift wrapping service?
Yes. We pride ourselves on how we wrap our smaller items, but if you'd like something a little extra special just let us know when you order. It will be our pleasure to do this for you. And don't forget if you want a special message included, let us know and we will put that in too.
How do I get a receipt?
A receipt will be emailed to you shortly after your purchase! If you need another copy, email us at firstname.lastname@example.org.