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Frequently Asked Questions

How can I pay for my order?

We accept online payment in a secure environment by a UK registered credit or debit card, or via UK registered PayPal accounts and via Amazon Payments. We accept all major credit and debit cards with the exception of American Express. All of our online card payments are processed through Sage Pay.

How do I pay with PayPal?

Follow the checkout process as normal and you'll be able to select PayPal from the payment options. You will be directed to log in to your PayPal account, where you will be able to see your order details and confirm payment.


Once you have completed this, you will be returned to Dove Mill to view our confirmation order page. We will then send you an email with the details of your order, and you should also receive an email from PayPal to notify you that a payment has been authorised to us.


Is the Dove Mill website secure?

Yes. Our website is secured using an SSL EV certificate, and all information sent between you and us is encrypted for maximum security. Your privacy and the security of your details are a great priority to us and we want you to feel you can shop online with confidence, so for full details of our online safety measures please see the security section on our Privacy & Cookies page.

Can I place my order over the phone?

Unfortunately due to changes in the credit card regulations, we no longer take credit card details over the telephone, and all orders must be placed online via our online secure checkout.


The reason for this is that the internet is now a more secure place to pay for your goods, as we never actually get your credit card details. All your credit card details are entered into Sage Pay’s own secure server that then processes and store all your details in their data centre. We only get the payment and a reference to deal with any payment queries.

 

Therefore all of your credit card data is stored on Sage Pay's secure servers, and not by us, we feel this is the most secure option. Sage Pay has the highest level of card data security (PCI DSS Level 1 compliant).


We also accept payments through PayPal, so if you have a PayPal account you can enter your details and the payment will come from your account or you can also pay by card using the PayPal system, even if you are not registered with them.


How is VAT charged on goods sold by Dove Mill?

VAT stands for Value Added Tax which is charged on goods sold by Dove Mill within the UK. All prices shown on Dove Mill include VAT, which will be the prevailing VAT rate for the UK at the time of order. (Standard rate sales (20%)

Is the Mill open to the public?

Please note that unfortunately the Mill is not open to the public to browse our product range. It is solely a distribution centre for our mail order websites. 

Can I collect my order from the Mill?

All orders must be place online via our secure website and are only available for home delivery.

Delivery Options


Standard UK Delivery


  • Standard delivery is a 3-5 Working Day delivery service (Monday - Friday)
  • Please allow up to 5 Working Days for your delivery to arrive
  • Fully tracked & signed for delivery service with 1 hour estimated time of arrival notification on the day of delivery
  • Remote Areas are excluded from this option and will be charged a flat rate of £8.95
£3.95
Express UK Delivery


  • All orders placed before 3pm Monday - Friday will be delivered on the Next Working Day
  • All orders placed after 3pm on Thursday until 3pm Friday, will be delivered on the following Monday
  • All orders placed after 3pm on Friday will be delivered on the following Tuesday
  • Some Remote Areas are excluded from Express Delivery
  • Fully tracked & signed for delivery service with 1 hour estimated time of arrival notification on the day of delivery
£5.95
Free UK Delivery


  • Free Next Working Day Delivery on all orders of £75 and over
  • Order by 3pm for same day dispatch (Monday – Friday), after 3pm dispatched Next Working Day
  • Applied at the basket, Remote Areas excluded 
  • Fully tracked & signed for delivery service with 1 hour estimated time of arrival notification on the day of delivery
FREE


Remote Areas - Standard Delivery Charge £8.95

Remote Areas are excluded from Express & Free Delivery. Remote Area orders will be delivered within 3 - 5 Working Days. A Standard Delivery charge of £8.95 will be applied to all Remote Areas listed below.


Channel Islands Post codes
GY1-9, JE1-4
Shetland & Orkney Post codes 
KW1-17, ZE
Scottish Highlands & Western Isles Post codes
PA20-38, PA41-49, PA60-78, KA27-28, PH4-41, PH42-44, PH49-50, HS9
Aberdeen Post codes
AB31-38, AB40-56
Scottish Highlands Post codes
IV1-28, IV30-32, IV36-49, IV51-56, IV63 , HS1-8
Isle of Man Post codes
IM1-99
Isle of White Post codes
PO30-41
Cornwall & Scilly Post codes
TR21 - 25
Northern Ireland Post codes
BT1 - 99
Republic of Ireland
All Eircodes


Please note that unfortunately we do not currently offer a delivery service to British Forces Post Office (BFPO) addresses. We sincerely apologise for any inconvenience caused. 

Additional Delivery Information


Weekends, Public & Bank Holidays

There are no dispatches or deliveries made on Weekends or Public & Bank Holidays.


Deliveries Requiring a Signature 

All of our orders are dispatched by our nominated courier service and are fully tracked and require a signature upon delivery. If the first delivery attempt is unsuccessful our courier will automatically reattempt delivery the following working day. They will also post a card through your door so that you can call the courier or go online to rearrange a suitable date and delivery time. Certain deliveries will allow you to request that your parcel be left with a neighbour or in a secure location. If your order has 2 unsuccessful delivery attempts and you have not made contact with the courier company within 5 working days, your order will be returned to Dove Mill and will be refunded in full. 


Estimated Time of Arrival 

You will receive an email or text message, depending on your delivery notification preferences, from our nominated courier on the day that your parcel goes out for delivery, advising you of the one hour time slot in which you can expect to receive your order at your chosen delivery address. Please note that the one hour time slot issued is only an indication of the time your parcel will arrive and we cannot be held responsible for late or failed deliveries by our courier service. 


Tracking Information 

Once your order has been dispatched, you will receive a series of notifications to update you on the progress of your order whilst in transit. You will also receive a unique tracking number by email to allow you to track your parcel’s progress online. Click here to track your parcel.


International Delivery

We do not currently provide an international delivery service. We apologise for any disappointment caused. 


Customer Services

If you have any questions regarding delivery not covered by our FAQ’s or Terms & Conditions please contact our Customer Services Team on our free helpline 0800 652 4036 or submit a query through our Contact Us Form

What are Remote Areas and why does delivery cost more to these areas?

Areas classed as ‘Remote’ are areas of the UK such as the Shetland Islands, the Outer Hebrides and Northern Ireland as well as Non-UK destinations which include Ireland, the Channel Islands and the Isle of Man. These areas are considered by our couriers to have a longer delivery time scale and have a higher transportation cost to fulfil. 


Due to increased costs from our couriers when servicing the Remote Areas, unfortunately we are just not able to include the Remote Areas within our Standard Delivery charge. Our Remote Area delivery charge is currently set at £8.95, which we still feel is a fair and competitive price for delivery. 


Most of our products can be quite heavy and bulky and do not fit within the Royal Mail network criteria; therefore we have to use our nominated courier’s service which caters for our transportation needs. 


Can I change or cancel my order?

All of our orders are dispatched promptly; therefore we are unable to amend your order once it has been placed. To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or follow our returns process within 14 days of receipt of your goods. This cancellation right does not apply to the products listed as exclusions in our returns policy unless they are faulty.


We will refund the cost of the goods including the standard delivery charge. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged.


Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected.


Can I add items to my order?

Unfortunately items cannot be added to an order once it has been placed. You will need to place a new order for the additional items. 

Can I change my delivery address once my order has been placed?

For security and fraud prevention the delivery address cannot be changed once the order has been placed.

Returns Policy

Dove Mill is committed to selling high-quality products but we understand that there may be a time when you need to return something you’ve bought. We will be more than happy to issue a full refund or offer an exchange within 30 days of purchase provided the item(s) are in as sold condition, including all original packaging. To initiate your return please fill in the online Returns Form with full transaction details and the reason for the return.


A full refund, including the outbound postage and packaging charges applied to your order, will be processed back to the original payment method within 3-5 working days of receipt of the returned item(s). You will be informed by email when the refund has been processed.


We will refund the delivery charge applied to your order, provided you return the order in full. If however you are only returning some of the items on your order, then we will only refund the cost of those items and not the outbound postage charge.


Please address all returns to:

Returns Department

Dove Mill Retail Outlet Ltd

Dove Mill

Dove Road

Off Deane Church Lane

Bolton

BL3 4ET


After filing your online Returns Form you will receive a confirmation of return via email, this will include a returns ID and your Order Number. Please ensure you include your returns confirmation within the returning parcel to avoid any delays.


Unfortunately we do not offer a Freepost returns procedure. Therefore you must organise the return of any unwanted item(s) at your own expense and risk. Returns cannot be accepted without prior authorisation, so please ensure you fill out our online returns form.


We advise you obtain proof of return from your carrier or recorded delivery through the Post Office.


Please ensure that the item received fits your requirements before altering it in any way. We are unable to accept the return of any ready made curtains that have had the drawstring pulled or have been altered in any way.


Please take into consideration that all the sizes stated on our website are approximate and the colours in product images may appear slightly different depending on the resolution and settings of your screen, of which we cannot be held responsible.


None of the above conditions will affect your statutory rights under the Consumer Rights Act 2015 if the goods are delivered faulty or there was any error on our behalf. 


Exclusions from Dove Mill’s Returns Policy


For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned unused and in their original packaging:


Mattress Toppers

Mattress and Bedding Protectors

Duvets

Pillows


Your Statutory Rights are not affected. 

Returning a Purchase

If returning items by post or couriers, please send to the above returns address.


We do not offer a free returns service unless the goods are delivered faulty or there was any error on our behalf.

         

If you are looking to returns items, then the companies listed below, maybe of assistance:-


This information is merely guidance, and is not to be considered as instructions from Dove Mill.


  • Collect+

Collect+ has parcel drop points in over 5,800 local convenience stores across the UK. Most are open early until late, 7 days a week, so you can return items at a time and a place that suits you. Your parcel must weigh less than 10kgs and be no larger than 60cm x 50cm x 50cm to be eligible for Collect+ returns.

Click here to send a return with Collect+.

  • Parcel2Go

Online quotation tool for parcel delivery.

Click here to send a return with Parcel2Go.

  • ParcelMonkey

Online quotation tool for parcel delivery.

Click here to send a return with ParcelMonkey.

  • Royal Mail

Take your parcel to the Post Office and request the standard parcel delivery service (if you parcel contents value is greater than £46 then you may wish to take out additional insurance).


Please Note: If you use one of the services listed above, then your contract to return items is taken out with companies listed above, and it is their responsibility to return the items to Dove Mill. We are only able to issue a refund for item(s) received back safely into our warehouse.


Exchanging a Product

In line with our returns policy, you have up to 30 days to exchange a product.


Please fill in the online Returns Form with full transaction details, follow our returns procedure and then place a new order via our website for the product you would prefer.


Faulty or Wrong Item Received

Sometimes things go wrong! So here’s what to do.....


If the item received is faulty and has a manufacturer's defect, please click here to give us your order number, details of the defect and whether you would like a full refund or replacement. We will then advise you on how to proceed with the return.


If the item received differs from what was originally ordered i.e. (Size etc.), please fill in the Returns Form with your order number, details of the discrepancy and whether you would like a refund or replacement. We will then advise you on how to proceed with the return.


Do I need to create an account?

You don't need to create an account with Dove Mill to shop with us, you can simply check out as a guest. However, there are advantages to creating an account. You can save your payment details for the next time you shop with us and make your future purchases much faster, plus keep track of your orders and delivery progress.

How do I log into my account?

Click the Your Account link located at the top right hand side of the website and enter your email address and password. If you don't log in before shopping we'll ask you to log in to your account when you want to check out. It's not necessary that you log in to make your purchase, but if you do you can save your details for next time or use details from last time.

I've forgotten my password: What shall I do now?

Click the Your Account link at the top right hand side of the website, then click Forgotten Password and follow the on screen instructions. You'll be prompted to enter the email address you used when you registered your account, and then we'll send you a new password. You'll be able to change this to something more memorable when you log in.

How can I get in touch?

Our Frequently Asked Questions page may have the answer to your query. We provide answers to frequently asked questions regarding: 

We also welcome your feedback to help us to improve our services. Our customer service team is dedicated to offering you the best service and we are always happy to answer any questions you may have.

To Contact our Customer Service Team:

Free Helpline: 0800 652 4036 (Mon-Fri: 9:30am to 5:00pm) *Excludes Public & Bank Holidays

Unfortunately we cannot accept credit or debit card details over the telephone, all orders must be placed via our online secure checkout. 

Contact Address:
DoveMill.co.uk
Dove Mill
Deane Church Lane
Bolton
BL3 4ET

Contact us via email

You can also contact us by sending an email to contact@dovemill.co.uk, or by filling in the contact us form by clicking here.