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Contacting Us

Q: How do I contact you?

A: If you need to contact us we recommend filling out the form on our Contact Us page, emailing us at enquires@fromthentonow.co.uk or preferably by telephone

Damaged and Faulty Goods

Q: What do I do if my goods are damaged?

A: We do take great care with our packing, but unfortunately, carriers don't always take the same care and goods can still be damaged in transit. Please contact us within 48 hours of receipt, preferably by phone, if you receive damaged goods. Please quote the 'Order No.' from our invoice. We will also need precise details of the damage. In some cases, we may request photographs. Please retain all original packaging and our invoice until we advise otherwise.

Q: What do I do if my goods are faulty?

A: We do check goods prior to despatch, but occasionally, faulty goods can slip through the net. Please contact us immediately if goods are faulty. quoting the 'Order No.' from our invoice. We will also need precise details of the fault. In some cases, we may request photographs. Please retain all original packaging and our invoice until we advise otherwise. The vast majority of faults should be obvious on receipt and we would expect notification within 48 hours of receipt. Other functional faults may take longer to manifest themselves, and we would expect notification within 21 days of receipt.

Q: Do I need to return damaged/faulty goods?

A: We will advise you if you need to return them. Please retain all original packaging and our invoice in case this is necessary.

Q: Will you pay for the return postage?

A: Yes, we will, providing that the damage/fault is clearly our responsibility.

Q: Do I need a reference number for my return?

A: Yes, please ensure that you quote the 'Order No' from our invoice, otherwise we may not be able to process your return.

Q: Where do I send returns to?

A: Please send to: from Then to Now. Dagfields Craft Centre. Nantwich. CW5 7LG. UK.

Q: Will you replace damaged/faulty goods?

A:Yes we will replace, free of charge, all damaged/faulty goods, where we are responsible for the damage/fault. If replacements are not available, we issue a full refund.

Returns

Q: What is your return policy?

A:We operate a no quibble returns policy. If, you wish to cancel your order, just notify us by phone or email within 14 days of receipt of your order and we will refund your payment. Goods should be returned to us (at your cost) in their original, undamaged condition & with their original packaging.

Q: Do I need a reference number for my return?

A: Yes, please ensure that you quote the 'Order No' from our invoice, otherwise we may not be able to process your return.

Q: Where do I send returns to?

A: Please send to: from Then to Now. Dagfields Craft Centre. Nantwich. CW5 7LG. UK.

Q: Which postal service do I use to return the item?

A: We don't mind. However, if you don't use a tracking service, it is advisable to obtain a certificate of posting.

Q: When will I receive my refund?

A: Your refund should be processed within 5 days of us receiving the item back in an undamaged, re-saleable condition.

Payment

Q: What payment methods do you accept?

A: For speed and security, we accept payment by PayPal only.

Q: I don't have a PayPal account. Can I still buy from you?

A: Even if you don't have a PayPal account, you can still use PayPal to pay with a credit or debit card. Just follow the instructions after clicking the 'Pay Now' button.

Q: Can I pay by cheque?

A: Sorry, but we don't accept cheques.

Q: Can I pay by postal order?

A: Sorry, but we don't accept postal orders.

Q: Can I send cash for my payment?

A: We do not under any circumstances accept cash sent through the post. We assume that any such cash received is a donation to our currently supported charity.

Products

Q: What is the size of the item?

A: Please check the item description carefully. We try to ensure that the size is always specified.

Q: What are the measurements in Inches?

A: Most of our listings specify sizes in metric units. If you need to see these in imperial units, please use one of the many conversion tools available. We use the tool at the French Property site.

Q: Is the item boxed?

A: Many of our products are sourced direct from the supplier without fancy gift boxes. This helps our aim to offer outstanding value for money. If the item is boxed, it will usually be specified in the listing description