Frequently Asked Questions

General

• • • How can I get in touch with the Acousticshop? 
      You can reach us via phone and email.
    • Is VAT always automatically included in the prices that are visible on the website? 
      On Acousticshop.co.uk 20% VAT is automatically added on top of the excluding VAT price. Prices are shown in- and excluding VAT.
    • Does the Acousticshop have promotions?
      The Acousticshop regularly has online discounts. Please note: discounts apply as long as stocks last and are not refundable.
    • How can I give my opinion about products from the Acousticshop?
      You can write a review about all products on the corresponding product page. We really appreciate reviews, since they help us to improve our range and service delivery.
    • Can I subscribe to a newsletter?
      As for now the Acousticshop does not have a newsletter yet.

Order & shipping

• • • How can I know whether an item is in stock?
      We give you an indication of the delivery time on the product page or in the shopping basket. Products that we in stock have a delivery time of three working days. Products that are not in stock are placed in backorder. We will inform you as soon as posssible on the delivery date.
    • Can I change my adres of delivery?
      Depending on when you ordered and the stage the ordering process at the Acousticshop is in. Please inform us within 12 hours after you placed your order to change the delivery address. Call us on +44 (0) 1923 729 129 on working days from 9:00 to 17:00.
    • Can I also pick up my order?
      Give us call when you would like to order with us and pick up your order at our warehouse.
    • What can I do when I am not satisfied with my order?
      At all times, we want to prevent that you are not satisfied with your order. Are you still not entirely pleased with your order?  Contact us via the following telephone number +44 (0) 1923 729 129 (on working days from 8:30 to 17:00) or via the contactform. Of course you can also return your order. We would like to help you!
    • Where can I see the status of my order?
      You can view the status of your order via the page called 'my orders' in your user account at Acousticshop.co.uk. Please note: for this function you need to make an account. If you already have one, you need to log in. You always receive an email as soon as your order is sent and Track & Trace information so you can follow the shipment process, regardless whether you have an account or not.
    • Who can I contact when something went wrong in the order/delivery process?
      You can always contact us via the contact page, or via telephone +44 (0) 1923 729 129, on working days from 9:00 to 17:00.
    • Can I indicate a preferred moment of delivery?
      Unfortunately it is not (yet) possible to influence the moment of delivery.
    • Where can my order be delivered?
      Your package can be delivered at any address within the UK, different shipping costs apply. 
    • When do I receive my order?
      The delivery time of your order depends on our stock and the processing time at the postal service we use. As soon as your order has been sent you receive a confirmation e-mail from us. Amongst others, this e-mail contains a Track & Trace code and a link in order to follow your the shipment process on the website of the postal service. Usually you will receive you order within three working days. It is your right to receive your order within 30 days. We will notify you timely in case this unexpectedly should not be feasible.
    • What does the deliverer do when I am not at home?
      If you are not at home, then you can reschedule the delivery via the DHL tracking. You can find your shipment via the tracking link sent. If there are any further issues please contact us and we will reschedule the delivery
    • Can I also make a business order?
      Both private as well as business customers can place orders on Acousticshop.co.uk

Payment methods

• • • Which payment methods are offered?
      At Acousticshop.co.uk, you can pay using PayPal, creditcard (MasterCard and Visa), or a Maestro card. Business customers have the possibility to order with an invoice from the second order onwards, after making an account.
    • When do I get an invoice of my order? 
      On the confirmation page, after paying for your order, there will be a link via which you can save or print your invoice. Do you have an account on Acousticshop.co.uk? In that case you will also find your invoice there. Orders that are placed as a 'private person' are also provided with an invoice, unless the invoice address is different from the delivery address.
    • How do I enter a voucher code?
      When you own a voucher code from Acousticshop.co.uk you can enter it on the page of the shopping basket by clicking on 'entering voucher code'. Then, enter the voucher code and click on 'use voucher code'. After this, you will see a notification above your shopping basket. You can also cancel the use of this code on this page. By entering the code another time and clicking on 'cancel voucher code' you cancel using the code. Please note: as soon as the order is placed you can no longer enter or cancel a voucher code.
    • Who can I contact when something goes wrong during the payment process?
      You can always contact us via our contact page. On working days between 9:00 and 17:00 you can also call us on working days: +44 (0) 1923 729 129.

Returning & cooling-off period

• • • How much time do I have to change my mind and return the item?
      In accordance with the regulations you have 14 days to change your mind at Acousticshop.co.uk. Within this period you can notify us via the contact form or by telephone on +44 (0) 1923 729 129 that you want to return the product, without stating a reason.
    • What are the costs of returning an item?
      When you want to make use of your right of withdrawal, we would like to ask you to notify us by sending an email to customerservice@acousticshop.co.uk before returning your goods, clearly indicating that you want to end the agreement and want to return the goods (however, this is no obligation, you can also return the goods within 14 days after receiving them). Within 14 days after the date of notification we will refund the full purchase amount. We are allowed to wait with refunding until we received the goods that you wish to return, or until you have sent us a confirmation that the goods were sent, depending on which one we receive first. The costs of the return shipment you need to pay yourself. You can also return the goods by yourself. In that case you do not have to pay additional costs.
    • How do I return an item to the Acousticshop?
      You can send us the items you wish to return, if possible in their original packaging, within 14 days after the date of receipt, provided that you notified us within 14 after delivery that you want to return your order. Please clearly indicate your name and order number. More info on returning goods on this page: Returns.

Cancelling an order

• • • Until when is it possible to cancel my order?
      If you contact us within the first 12 hours after you placed your order by phone on +44 (0) 1923 729 129 (on working days between 8:30 and 17:00), we can still cancel your order free of charge. After 12 hours you will need to return the product by yourself. In this case the costs for return shipment as at your own cost.
    • How much does it cost to cancel my order?
      Canceling your order is free of charge when you notify us during the first 12 hours after you placed your order by phone on +44 (0) 1923 729 129 (only on working days between 8:30 and 17:00).

Warranty

• • • How long is the warranty of the item I bought?
      On all items you buy at our shop, the legal warranty applies. Legal warranty means that the product is and does what the consumer may reasonably expect. Besides legal warranty we also give our own warranty. If our own warranty period applies, then this is stated in the product description on the corresponding product page. The warranty we offer does not detract from the legal warranty.
    • What is included in the warranty of the item I bought?
      The warranty only applies to damage and/or defects that came into being due to material or production mistakes. Normal wear or wheathering is not included in the warranty. In case of misapplication the warranty is also cancelled. Products that have been visibly made dirty and products that were violently damaged do not fall under the warranty. In case the warranty does apply, the product will be repared or, if necessary, be replaced by an equivalent product. In case a damaged product is eligible for warranty, we adopt the regulations of thuiswinkel.org. In case of doubt, contact us on +44 (0) 1923 729 129 (only on working days between (9:00 and 17:00).

User account

• • • How do I get access to my user account?
      In order to get access to your user account you first need to make one. Then, you can log in with the log in details you chose. Click above on 'my account'.
    • How do I change my personal details?
      On your personal page within your user account you can change your acount and address details. Please note: when you already placed an order, the changes you make will not influence your order. In this case, contact us on +44 (0) 1923 729 129 (only on working days 8:30 and 17:00). 
    • Did you forget your password or user name?
      Change your password via this page. You can also change your password in your user account under account details.

Shop

• • • Can I visit the Acousticshop?
      As a business client you can visit our office by appointment. We don't have a showroom as for now.
      

Miscellaneous

• • • Where can I read additional explanation about sound insulation and acoustics?
      On this page you can find more information about certain important concepts concerning sound insulation and acoustics. Apart from that, we try to provide you with the right information through our category, product, and tips pages.
    • What does the Acousticshop do with my personal details? 
      The Acousticshop confidentially treats your data and does not pass them on to third parties. We act according to the regulations of Thuiswinkel.org. Apart from that, we are registered with the Dutch Central Planning Board under the notification number: m1519618.

Copyright

• • • Am I allowed to use the logo of the Acousticshop?
      The logo of the Acousticshop is a registered logo and is not allowed to by used without the permission of the Acousticshop and/or Merford. Contact us in case you wish to use our logo.
    • Am I allowed to reuse texts and (product) images from the Acousticshop? 
      This website enjoys copyright protection. The texts and images on the website are meant for personal or internal use by our customers. You are not allowed to copy the website, texts and pictures, other than by downloading, viewing, or printing them. Without written permission from Merford you are not allowed to show the content of this website on another website or to frame this website.

Contact details

Merford UK - Acousticshop.co.uk
Unit 405
Centennial Park
Elstree, Hertfordshire
WD6 3TN

Email: customerservice@acousticshop.co.uk
Phone:  +44 (0) 1923 729 129 (working days from 9:00 to 17:00)