Customer Help

Read our FAQs to answer the most common problems, and if you can't find what you need please contact us using the link below!

FAQ

Ordering

Are my payment details personal and secure?

We want to make it easy to identify why products and the brands behind them are sustainable by using visual tags. We currently have 12 impact pillars. Go to our Impact Pillars page to find out more about how we assess our brands and products.

Shipping, Returns & Exchanges

Do you deliver worldwide?

No, we currently only ship to mainland UK (excluding channel islands). If you live outside of mainland UK, please contact us and we might be able to ship to you subject to delivery rates. 

How much does delivery cost?

Shipping costs vary and are visible at checkout. Shipping costs are also noted on the product page under the ‘Delivery & Packaging’ tab for the brands’ delivery information.

As IGOLO is a marketplace, all of our products are dispatched by individual brands who form part of the IGOLO community. Therefore, there may be multiple shipping charges applied at checkout. 

Some of our brands offer free delivery and this is made clear in the product description. Please note, if you add a product from a brand which doesn’t have free delivery the cost of shipping that product will be applied at checkout.

How long will it take to receive my order?

Ready to order products are typically dispatched within 3-5 business days. However, please refer to the  ‘Delivery & Packaging’ tab on the product page for the brands’ delivery information. 

Made to order products: Lead times vary. This is noted on the product pages. Please refer to the  ‘Delivery & Packaging’ tab on the product page for the brands’ delivery information.

As we are a marketplace, please expect to receive the delivery packages separately. 

What packaging is used to deliver the products?

We promote and encourage sustainable packaging where possible and try to keep plastic packaging to a minimum. You can find out what packaging it used to deliver a product under the ‘Delivery & packaging’ tab on the product listing page. 

What shipping method do you use?

Our brand partners ship to you using their chosen logistics partner. This is detailed on the product listing page under the “Delivery & Packaging’ tab.

What is our refunds policy?

We hope you are happy with your IGOLO purchase. However, if you would like to return your item, we are able to process a refund as long as we are notified within 14 days of you receiving the goods subject to conditions.

How do I return a product?

1. Contact us with your order reference number (within the above period) to let us know that you will be returning your purchase to the brand.

2. We will respond with the return address.

3. Package your order securely and send it back to the brand partner.You are responsible for the cost of the return shipment. We advise using a tracked service to ensure your delivery makes it back to the brand partner safely and securely. Please retain your proof of postage.

4. Your order will be refunded once the returned product is received and verified by our brand partners.

 

Please note that you, the customer, are responsible for the safe return of the product to the partner. Therefore you are liable for any mishandling of the product and damage caused from receiving the product to it being received back into the brand partners facility. We ask that you consider the means of transit back to the partner carefully to ensure your return arrives in the condition it was received in.

If the refund is due to shipping error or damaged goods the brand covers the cost of returning the item. In all other cases you are responsible for the cost of sending the item back to the brand.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

What products are not refundable?

Made to order products are non-refundable. When products are non-refundable, it is stated on the product listing page.

Do you offer exchanges?

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, please contact us and follow the instructions on how to return a product.

Sustainability

How do you ensure your products are sustainable and ethical?

Our mission at IGOLO is to create a community of like-minded brands and services that share a common goal: to achieve sustainable home design. We ensure that the brands we work with are aligned to our values and are selling eco-friendly and ethical products that you will love. Please head to our Impact Pillars page to find out more about our vetting process. 

What are your Impact Pillars?

We want to make it easy to identify why products and the brands behind them are sustainable by using visual tags. We currently have 12 impact pillars. Go to our Impact Pillars page to find out more about how we assess our brands and products.

Get in touch

Have questions about your order, or a general enquiry?