1. Q: How can I order?
A: You can order easily on our website. When you find a product you need, you can add
it to the cart, login/register, and go through the ordering process. After the order is ready, you will
receive an order summary in your email. The order summary will also be stored in your account.
2. Q: Why should I buy online?
A: Speeding up the process by ordering online you will get prices faster and you will be able to go
through the order confirmation and payment process much faster. This could save days of your time.
You will have easy access to all of your previous orders any time you want, and you can make a re-
order anytime based on your previous orders with only a couple of clicks. This will save time and effort
as you don’t need to go through all the documents and emails from the past.
3. Q: What information should I input when ordering?
A: Our online ordering system will ask for all the important information you should submit to avoid
any delays with your order.
4. Q: What payment methods can I use?
A: You can use all the major credit/debit cards, BACS Payment & Amazon Pay to pay for your order.
5. Q: Is VAT charged?
A: VAT is charged on all our orders as per UK regulations.
6. Q: Can I use pro-forma invoice?
Yes, you can use pro-forma invoice. Please contact customercare@pnhome.com if you require
a pro-forma invoice.
7. Q: What should I do if the payment is not accepted?
A: Please try again in a little while. If the payment is still not accepted, please verify your account
balance. If everything is as it should, but you still can't make the payment, please contact
customercare@pnhome.com and notify us about the problem.
8. Q: What are the terms and conditions?
A: You find our terms & conditions here https://www.pnhome.com/terms-conditions-i7
9. Q: How can I get a discount on bulk orders?
A: For bulk orders please contact us at customercare@pnhome.com
10. Q: Can I pay with invoice?
A: To pay with an invoice please contact us at customercare@pnhome.com
11. Q: Do I have to order online?
A: We strongly advise ordering online but if you prefer to order in another way, please contact us at
customercare@pnhome.com
12. Q: Do you have the product in stock?
A: All the products which are shown on our site are available. Order lead time depends on the
products and quantities.
13. Q: How to contact customer service?
A: If you have questions regarding our online store (ordering, account questions, technical
questions), please contact customercare@pnhome.com
14. Q: Can I collect my order in person?
A: You can certainly collect your order in person. Please contact our customer services via
telephone on 01162963470 to arrange this after placing your order online
15. Q: How do create an account?
A: Go to this page https://www.pnhome.com/register then just fill in all the needed information
and click “Register”. After submitting the form, your account will be confirmed, and you will be
notified.
16. Q: How can I retrieve my password?
A: You can retrieve your password by clicking “forgot password?”. Instruction on password
retrieval will be sent to your email.
17. Q: How do I change my personal details or email address?
A: You can easily change all your information on your account. Go to the login page here
https://www.pnhome.com/register and enter your login details then click “Login”. Here you can
change all your contact information.
18. Q: Is your website secure?
A: Our web store is secured with SSL certificate. This means the information you input is encrypted
and it will not be available for third parties.
19. Q: Can I track my order?
A: Once your order has been shipped you will receive an e-mail advising your order has been
shipped along with the tracking number for your order. You can use this tracking number to track
your order.
20. Q: Shipping time & carrier?
A: Our shipping times & carriers depend on where you have ordered from as well as the item
ordered. For Mainland UK the shipping times are 1-3 days. For Europe, the shipping times are 5-7
days and for orders outside of Europe, you would need to contact us at
customercare@pnhome.com for a shipping time to this destination.
21. Q: Shipping cost?
A: Our shipping charges to mainland UK is free of charge. Shipping to Europe is from £10 and
shipping outside of Europe is from £99. Please contact us at customercare@pnhome.com for a
more precise quote.
22. Q: Changing the shipping address?
A: To change the shipping address please contact us at customercare@pnhome.com as soon as
possible.
23. Q: My order has arrived damaged, what are the next steps ?
A: For any issues with damaged items please contact us at customercare@pnhome.com as soon as
you have received the item.
24. Q: How do I return my order?
A: Please contact us at customercare@pnhome.com to arrange a return of your order.
25. Q: How long do I have to return my order if I changed my mind?
A: You have 30 days to return your order for a full refund. After this, we will only be able to
exchange or replace parts as per the consumer regulations.
26. Q: Will I be charged to return my order?
A: Returns are free of charge if you live within Mainland UK. Please contact us at
customercare@pnhome.com for return costs outside of Mainland UK.
27. Q: How can I track my return?
A: All our returns are trackable through the carrier’s website. All details will be provided once your
return has been made.
28. Q: How long will it take to refund my return?
A: Please allow 5-7 working days to receive your refund however if your refund has still not been
processed after this time, please contact us at customercare@pnhome.com
29. Q: Can I return my order in person?
A: You can certainly return your order in person. Please contact us at customercare@pnhome.com
to arrange this.
30. Q: I want to cancel my order, how do I do this?
A: Please contact us at customercare@pnhome.com as soon as possible to cancel your order.
31. Q: My order has already been shipped, is it too late to cancel?
A: Please contact us at customercare@pnhome.com as soon as possible to cancel your order once
it has been shipped. Our customer services team will guide you on how to cancel your order after
this point.
