Frequently Asked Questions
FAQs
Take a look through our frequently asked questions below, you may find a quick answer to your problem.
If you're still looking for additional support, contact us via Live Chat or visit our contact page below.
Frequently Asked Questions
Most commonly asked questions
Where is my order?
If you’d like to know the progress of your order, please either contact sales@amalfa.co.uk or our live chat, where we’ll more than happily track your order and give you an update in a timely manner. All you need is your email address and order number, which you can find in your order confirmation email.
What’s your returns policy?
Please read our full returns policy for all our information on returns.
What should I do if the product I’ve received is faulty?
We’re extremely sorry to hear you’ve received a faulty item; we take great care in checking the quality of all our products and packing them securely for safe delivery, so we’ll do our best to make it right.
Please contact us at sales@amalfa.co.uk or through our live chat with your order number and details within 48 hours of delivery, and we’ll do all we can to help you out. Please also check our full returns policy for more information.
Frequently Asked Questions
Delivery FAQs
What should I do if my order hasn’t been delivered yet?
Before contacting us about your order, please make sure to check the estimated delivery times per supplier for all our products. During busy periods (such as Christmas) these times may be longer than usual due to increased volumes of post at sorting offices.
If we’ve exceeded the average order time, please don’t hesitate to get in touch via our live chat or at sales@amalfa.co.uk with your email address and order number, and we’ll more than happily provide you with an update about your order.
Please note that our office and suppliers’ offices are shut at the weekend, so any orders made after 12pm on a Friday will be dispatched the following Monday for delivery on a Tuesday.
Who will be delivering my order?
Our orders are delivered via courier, and the courier in question will vary per brand. For more specific information on average delivery times please visit our estimated delivery times page, or for more information contact us at sales@amalfa.co.uk.
Can I make a purchase if I live outside the UK?
Unfortunately, at this time we cannot deliver internationally.
Frequently Asked Questions
Issues with your order
I have an incorrect item in my order - what do I do?
We’re sorry to hear that there’s an incorrect item in your order. Please contact our live chat or sales@amalfa.co.uk, and let us know which item is incorrect. We will then be more than happy to resolve this issue!
Can I amend my order after it’s been placed?
If you would like to amend your order, please contact our live chat as soon as possible, as amendments are unable to be made if your order has already been processed.
Where is my order confirmation email?
We send each of our customers a confirmation email when they purchase through our website, usually within an hour of the transaction.
If it’s not in your inbox, make sure to check your spam folder as it may be found in there, especially if it’s the first email you’ve received from us.
Otherwise, please contact our live chat or sales@amalfa.co.uk with your order reference number as we may have an incorrect email address for you.
Why is my order late?
We work hard to ensure that all our orders are dispatched within the estimated delivery times, but sometimes this is out of our control - we’re incredibly sorry to hear your order is late.
Your order may have been delayed due to a quality control issue, in which case a member of our customer service team will contact you.
If you’ve already received a dispatch email, then the delay is most likely to do with the delivery service. If it is a busier time of year (e.g. Christmas) then delivery can take longer than anticipated. We’ll happily look into your order if you would like - simply contact us via live chat or sales@amalfa.co.uk with your order number!
Frequently Asked Questions
Returns & Refunds
Have my returned items been received?
Once we’ve received your returned items, we’ll contact you to let you know it’s arrived. If you’ve heard nothing within 5 working days, please contact our live chat and we’ll be more than happy to check this for you.
Do you refund the delivery charge if an item is returned?
Please always contact us before returning any items, as refunding postage costs will need to be authorised. If this is confirmed, a refund will be processed on arrival of the returned goods.
Where is the refund on my bank statement?
Once a refund is processed, it can take up to 2 weeks for it to appear on your online bank account or on any statement. Please also double check that you’re looking at the correct bank statement for the card you placed the order with.
If you’ve followed the above and it’s still not showing, please contact our live chat or sales@amalfa.co.uk and we’ll be happy to look into this further.
Can I exchange an item instead of refund it?
Our items are currently not available for exchange, but if you have any further questions please contact us via live chat and we’ll help you as best we can.
Frequently Asked Questions
Payments & Promo Codes
What payment methods do you accept?
We currently accept Visa, Mastercard and American Express. You can also pay via PayPal, Google Pay, Shop Pay and more, if you prefer.
Are my details safe when ordering from Amalfa?
Of course! We take our customer’s privacy and online security seriously, so you can be assured that your details are completely safe when ordering from our store.
Can you help me with my promo code?
Absolutely, we’re happy to help with whatever you need. Please feel free to contact our customer service team on our live chat or at sales@amalfa.co.uk with the promo code you’re trying to use, and we’ll assist you as best we can.
Why isn’t my discount code working?
Discount codes aren’t redeemable for already discounted products. Keep an eye out for our products that are already marked down, signified by a price with a strikethrough followed by the discounted price and a ‘sale’ note next to it!
Can I use more than one promo code on my order?
Usually, only one promo code can be used per order. Make sure to check the individual terms of each code for more details, or contact us via live chat or email sales@amalfa.co.uk and we’d be happy to advise.