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Jsy: 01534 510742
Gsy: 01481 521742

Frequently Asked Questions

Ordering Furniture

Q. How safe is shopping with MyPad ?

It is vitally important that you can give us your personal and payment details over the internet in complete confidence. That’s why we have invested and we guarantee site security. MyPad provides all the protection and assurance you need to make any transactions or give personal information privately and securely.

Q. How do I place an order? 


Once you have selected your furniture, add the items to your shopping basket. Each item is individually priced. Then simply following the prompts on screen for your billing and delivery details, finally select your payment method and, when you are ready, submit your order.

If you have any special instructions or important information, about access to your property for example, please contact info@mypadci.com We will ask you to confirm that you have sufficient access and space for the items you want to purchase.

If you miss any details,please contact us we are very much a local retailer and will be sympathetic to your needs. Once you complete your order, a screen will appear confirming the information you have given us. At this stage you will have the chance to make any changes to your selected furniture, delivery address and payment details. When you’re sure the order is correct, click the ‘submit’ button. You’ll automatically receive a ‘Thank you’ page. Please print it out for your records.

An automatic numbered email confirmation of your order will be sent to you.

Q. Will I receive an order confirmation?


Your official MyPad order confirmation will have been e-mailed to you, to assist us in maintaining our competitive edge and our environmently friendly policy we aim to reduce paperwork as much as humanly possible. However should you wish to recieve a written mailed confirmation please request one.   

Q. Can I make changes to my order?


If you want to make any changes to your order, e-mail us ASAP at info@mypadci.com  for further assistance. We will do our best to help. Early alterations within a few days aren’t usually a problem. However, once the goods are in production with the manufacturer we are bound to accept them, so we may have to charge you a cancellation fee to cover our costs. Please note that when merchandise is ordered at different times we cannot guarantee colour matching due to variations between batches. Changing an order may cause a delay with your delivery time and may alter the price you have been quoted.

Q. How do I measure properly?

It is important to check that your furniture will go into your room before placing your order.Please refer to our buying guide.

Q. Where is my order?


If you wish to check the delivery of your order, please e-mail us on mypadci.com for further assistance.

Q. Do you price match?

We believe in offering the very best value. In the unlikely event that you find the exact same item for sale elsewhere at a lower price please refer to our section on Price Pledge so as we may act according to our policy. 

Q. What if my order is late?

You should have been given an estimated delivery time. If it changes, we will let you know straight away. While MyPad cannot be held liable for any delays which are beyond our control, we will make every effort to keep you informed. If you have any delivery problems, please e-mail us on mypadci.com for further assistance.

Delivering Furniture

Q. Where do you deliver? 


Online we currently offer our FREE Premier Delivery Service to customers within the Channel islands only .

Q. Will you assemble my furniture?


Yes, for all items delivered via the MyPad Premier Delivery Service, delivery, installation and removal of your old furniture is included. However there are a few exceptions. Single items that retail for less than £249 will incur a small charge of £30 should you wish our team to assemble. In this instance please let our logistic team be aware when they arrange your delivery. 

However you may wish to employ a tradesman of your own choice. 

Q. What happens on the day of delivery?


You will be contacted in advance by a member of our Premier Delivery Service team, they will arrange a convenient day and time for your delivery . We will assemble and position the furniture as directed and remove all packaging materials – unless you wish to keep them. Please make sure all access points are clear of obstacles. You should also ensure there is someone in your property if possible or entry has been arranged.  

Q. What happens if I am out when you deliver?

This really should not be a challenge unless it is at your request, however we would suggest that a neighbor maybe present to sign for the goods if possible.  

Q. Can I nominate a day or time for delivery?


Yes, no problem at all. 

Q. Can you take my old furniture away?


Yes, as part of MyPads premier delivery service and environmently friendly policy we will remove and recycle FREE of charge items that are being replaced, MyPad will look to re–sell these items through various auctions with all profits going to locally based Island charities.

Unfortunately this removal service is not FREE in Guernsey and carries a £25 charge per item - which is charge levied by the goverment for the disposal of goods from a retail business Please let us know so we can plan the space in the van.

Q. Can MyPad store my furniture?

No, unfortunately not. By delivering goods promptly, as soon as we receive them, we can give you the best value for money.

Q. What if my furniture does not fit? 


When ordering furniture it is important to check that it will fit into your house and your room. Please check all doors, stairways and the space it has to go into carefully..

If the worst happens and it really won’t fit in, we will do our utmost to help you come up with an alternative. E-mail us on mypadci.com for further assistance.

Q. Do you deliver overseas?


No, not currently.We are an Island based business that will focus entirely on providing a excellent Island service. However we are very happy to quote and organise any oversea deliveries that you may require should the need arise.  

Payment

Q. How do I pay for my Goods?


When ordering online, after choosing your furniture you will be asked to select your preferred method of payment from Paypal, card payments or 0% finance. Once you have made your choice, simply follow the instructions on screen until the process is complete.

On successful processing of your order, we will send you by e-mail an order confirmation. This also serves as a receipt.

If you prefer to pay by cheque, please make your cheque payable to MyPad and send by post to:

Mypad.je , The Office, Route de St Clement, St Clement, Jersey JE2 6QQ

A personal cheque may take up to 7 working days to clear before we can finalise the dispatch of your order.

Unfortunately it is not possible for payment to be collected by our delivery teams.

Q. Will I get a receipt for the final payment? 


Whichever way you chose to give us authority to take final payment from your card, we will then submit a request via our Secure Payment Provider (SPP) for the amount outstanding. Following the successful completion of this transaction, a receipt will be e-mailed to you.

Please remember, delivery cannot be made unless cleared funds have been received by us. We will always aim, where possible, to deliver all items ordered together.

If you have any problems making your final payment, please contact us on info@mypadci.com and we will do our best to assist.

Q. How do I apply for Interest Free Credit online?

On all orders above £499 in value, MyPad is pleased to offer you the option of paying for your furniture in easy to manage installments, which are completely 0% interest free.

To take advantage of this payment method first you must fulfill the following criteria:

                     Be 18 years of age or above;

                     You or your partner are in permanent paid employment (over 16 hours per week), retired (receiving a pension) or self employed

                     Been resident in the C.I for at least 12 months and will continue your residency in the C.I.    

                     Have Bank current account details available if required. 

Applications will not normally be accepted in the following circumstances:

                     Unemployment and partner also not working

                     Students

You may also need at some point -

Examples of accepted proof of ID:

Driving license
/ Passport

If you wish to go ahead, simply click on the interest free credit option in the checkout, and follow the instructions.

Q. What happens after my online Interest Free Credit application has been approved?

Once your application has been accepted you will be notified following final confirmation, your order will be processed by MyPad, and separate paperwork listing the items you have chosen, will be e-mailed to you. We strongly recommend that you keep a copy of your Interest Free Credit agreement and retain this copy for your own records.

On some occasions our finance partners may require you to sign the forms personally. If this is the case we will instruct you and you will need to attend their St Peter Port / St Helier office to complete formalities. 

Please note:no documents will be sent to you unless you request these during your application process.

Your 7-day cooling off period, during which you may cancel the contract at anytime, starts the day after your signature has been completed on the credit agreement. In cases where a personal signature has been requested, this period starts the day after the agreement is made.

IMPORTANT NOTE: Delivery or collection of your items cannot be made until our Finance partner has confirmed with MyPad your approved application has been processed.

Q. When do I start paying my Interest Free Credit installments?

Once 50% of your order’s total value has been delivered to your home address, we will contact you to advise that installments will begin to be collected from your nominated bank account. Generally the first installment is taken during the calendar month following the one in which you received your furniture.

Q. What happens if my online Interest Free Credit application is declined?

If, for whatever reason, your loan application is not approved,we will contact you immediately regarding their decision. MyPad will also contact you separately and ask if you would like to select another payment method such as cheque or card to continue with your order.

In the event that you choose to cancel your order, once you have advised us in writing by email, if any deposits have been paid they will be refunded back to your card. This, in some cases, can take up to 7 working days to be credited back to your account.

Cancellations and Refunds

Q. What if I wish to cancel my order before delivery?

If, after having placing your stock order, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery and up to 7 working days after the date the goods are received. All you need to do is advise us in writing either by post direct to the office, or by e-mailing us at info@mypadci.com . Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment. A cancellation notice, together with your receipt, will be e-mailed to your nominated address.

Bespoke Items or Special Orders

If the items ordered are not from stock, we will have commissioned a supplier to make them specifically for you. Unless we receive your written notification to cancel within 7 working days of you receiving our first order acknowledgement e-mail, we regret to advise you that we will have to charge you a cancellation fee.

Q. What is the difference between stock and bespoke items/special orders?

Stock items are delivered within 21 days whilst bespoke items/special orders are made to order. These items consequently take over 28 days to be delivered.



 Q. What if I don’t like it after it’s been delivered?

Stock orders 


If your order has been conducted only through our website, you have 7 working days from receipt of your furniture in which to advise us in writing that you do not want to keep the goods. Notification can be sent via email to info@mypadci.com

After we have acknowledged your request, we ask that you do the following to assist with uplift of the goods:

a) Ensure that the furniture is returned in the condition in which it was received. We will not be able to refund the goods in full if there are any signs of damage or misuse. 

b) We will refund to you all the monies paid by you for the goods in question, excluding the cost of collection of the goods.

c) Please note we cannot accept the return of the following items: 
i. Mattresses and divan beds, unless un-opened and in their original packaging.

Once the goods are back at our local warehouse and have been inspected, we will confirm the refund amount due by e-mail and make the repayment within 30 days. A final cancellation notice together with your receipt will be e-mailed to your nominated address.

Please note for card refunds it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.

Bespoke Items or Special Orders

We regret we are unable to accept the return of these goods as they have been specially made at your request.

Returns and Exchanges

Q. What do I do if my furniture arrives damaged?


Naturally we endeavor to deliver all our furniture in good condition. At MyPad we have spent many hours talking to our suppliers about packing and shipping our products so they arrive safely. We are constantly looking for ways to improve these standards. We also pride ourselves on having the best delivery team in the business.

It is disappointing for you and us when occasionally things go wrong. When your order has been unwrapped in your home and there are signs of transit damage, you have the right to the following options:

Reject the goods

• You will be asked to report your concerns at the time of delivery,the MyPad delivery team will assist you in this process.

• A Incident Report form will then be returned to MyPad head office . It will be logged against your order number and a refund of all monies paid, will be made as soon as possible and in any event within 30 days of cancellation being accepted.

Keep the goods

• If the furniture is useable, despite the damage, we are happy for you to go ahead and use it.

• The MyPad home delivery team will complete an incident report form (if appropriate) to record the problem. They will ask you to sign it and they may also take photographs to accompany the paperwork.

• The Incident Report form will then be returned to the MyPad office . It will be logged against your order number, and assessed for necessary further action.

• Our Customer Care team will then contact you to arrange an expert to visit and repair the problem to manufacturing standards, generally within 7 days. If he/she is unable to resolve the matter on the first visit and parts are required, we will endeavor to source them as quickly as possible.

• In the event that a repair cannot be made, we will replace the furniture, or give a full refund. The goods that are deemed faulty revert to the ownership ofMyPad, and must be in our possession before monies are refunded.

Q. What if I discover a fault with my furniture after delivery?

Faults that develop after 14 days of Delivery:

In the unlikely event that one of our items is to develop a fault, please call us on info@mypadci.com to discuss the options. Your options may vary depending on the individual circumstances including the length of time that you have had the item and the nature of the fault.

Service

Q. What do I do if I have a complaint with an online order? 


Please remember we are a local business and will not hide from any issues, our continued success depends entirely on our customers satisfaction with our service, and on the quality and reliability of the products we sell.

Whatever assistance you need, please call 01534 510742 / 01481 521742

Or email info@mypadci.com