FAQs | Izziwotnot
Deszone Ltd

Got a Question?Frequently Asked Questions

While its always nice to talk to a person, its not always convenient for you, so here you will find answers to the most common enquiries we receive.

If you can’t find the answer here please feel free to get in touch by calling 0161 830 1919 or emailing sales@izziwotnot.com

Our office opening times are below, but if it’s outside of these just email us and we will get back to you as soon as we can:

Monday to Thursday 8:00am to 4:30pm
Friday 8:00am to 1:30pm

SHOPPING & SERVICE

Do you have a showroom that I can visit?

Our head office is located in Manchester Salford Quays, close to Media City. If you would like to view our products before making a purchase please contact our customer service team on 0161 830 1919 who will help answer any questions you have or if convenient arrange a showroom visit by appointment.

If you’re unable to make it to the showroom please don't worry if you order an item and are not happy with it, it can be returned in line with our returns policy. Please note delivery charges will not be refunded if an item is simply not liked, likewise the item may have to be returned at your cost. However nothing is more important to us than providing safe, high-quality products to you and your family, so we’re confident you’ll like it. If we’re not willing to use it in our own home, we will not sell it.

Do you have a brochure?

Yes we do have range literature to request a brochure please complete our Brochure Request page.

How much will delivery cost?

Please see our delivery information page for full details.

You can select the delivery option you require at check out, standard or next day (textiles only). The delivery price will be shown in your shopping basket, so you can see any charges made before confirming your order. Please note that we can only process orders for delivery to the UK mainland or Ireland online via the website.

Should you wish to order an item for delivery to another area please contact the sales team at sales@izziwotnot.com and we will advise if it is possible and quote delivery charges. Should you decide to proceed with an order for delivery outside of the UK we can process this order over the phone or alternatively we can send an invoice for payment via paypal. Please note that all overseas deliveries may be subject to local import duties and may be affected by Customs and Excise delays, any charges will be payable locally by you.

What forms of payment are accepted?

We accept payment by credit card and debit card and you may also pay using a PayPal account. Payments are made through a secure payment gateway, Sage Pay or paypal. Once you to through to check out you will be directed to the secure payment pages.

All transactions are shown in pounds sterling (£). We welcome payment by the following credit and debit cards: Visa, Visa Electron, Visa Debit, MasterCard, American Express, Maestro, Solo.

We will charge your account with payment at the time that the order is placed and allocated for delivery to you. If products are not available for any reason after we have accepted your order, we will let you know. Any charges already incurred will be refunded. Please note we do offer the option of a deposit payment for furniture, but the full balance must be made before the furniture can be delivered.

If you prefer to place your order with a person you may call our office on 0161 830 1919 and we can take your details over the phone. Office hours are located on the Contact Us page.

How do I know my online transaction is secure?

All transactional information passed between Izziwotnot and the Sage Pay Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the Sage Pay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Alternatively you can pay for your order with PayPal. PayPal’s network has grown increasingly and is considered to be one of the safest and preferred methods to pay for a transaction over the Internet today.

Will I receive an order confirmation?

Your order will be acknowledged by the order system and an email will be sent to you to confirm the details. An email will also be sent to confirm once your order has been despatched.

How long will my order take to arrive?

Stock permitting, all textile and moses basket orders are usually despatched within 48 hours to arrive with UK customers within 2-5 working days.

Furniture orders are either despatched by carrier or via our Home Delivery Team, depending on the range selected (please see delivery information on individual product pages for full details, as its not possible to delivery all furniture by carrier). If despatched by carrier goods are normally delivered in 2-5 days or if via our Home Delivery Service they are normally delivered within 2 to 6 weeks. If for any reason there is a delay, we will endeavour to contact you to notify you and dispatch as soon as possible.

Can I choose a delivery time for my furniture order?

Currently we can’t guarantee a specific time, but we can sometimes arrange a particular day. We will always do our best to accommodate your requirements. If you need a particular day for delivery please contact a member of our team who will assist you.

Generally textile and moses basket orders are despatched by carrier, while we can offer a next day service, the time of the delivery will be between 8am and 6pm. Furniture orders are either despatched by carrier or via our Home Delivery Team, depending on the range selected (please see delivery information on individual product pages for full details, as it’s not possible to delivery all furniture by carrier). If despatched by carrier goods are normally delivered in 2-5 days or if via our Home Delivery Service they are normally delivered within 2 to 6 weeks. Again if you prefer a particular date please speak to your sales team who will endeavour to help you.

Can I track my order online?

Yes the majority of orders can be tracked online by logging into your account.

How can I change or cancel an order?

You can cancel your order by visiting your account online. Click on sign in/register at the top of the page, to go to your account. If we do not give you the option to cancel your order it means the order is being prepared to send to you. As it's on its way, we can't cancel or make any changes, but you can still return your items if you have changed your mind. Please see our Refund Policy.

If you have ordered the wrong item and would like to change it please contact our customer service team on 0161 830 1919, if your order has not been processed we may be able to amend it for you, if the payment amount is different following any changes then an additional amount may have to be paid in order to release the order for despatch.

What will happen to my personal information once I register?

Any information you provide will be held securely and only used to process your order and for statistical purposes. Should you agree we will also advise you of any offers or promotions we may be running. Your information will not be used by or sold to any third parties. 

Please see our privacy policy for more information.

RETURNS

What is the Izziwotnot returns policy?

Please see our Returns Policyfor full details.

How do I return an item for exchange or refund?

Please see our Returns Policy for full details.

I have been sent an incorrect/damaged item, what should I do?

We do have tight measures in place to ensure all orders are correct, we apologise if your order has slipped through our procedures and you've received an incorrect or faulty item. There is nothing more important to us than providing safe, high-quality products and excellent customer service and we can only apologise when we fall short. Should you receive an incorrect or damaged item please get in touch with us by emailing sales@izziwotnot.com.

Alternatively you can contact us by phone 0161 830 1919 Monday to Thursday 8am – 4:30pm and Friday 8am - 1:30pm. We’ll then arrange with you the best method to get the incorrect item back and send you the correct one.

If I receive my furniture and don’t like it, how do I return it?

Please see our Returns Policy for full details.

As part of the Izziwotnot Home Delivery and Assembly Service, we ask that you check and confirm the quality of your furniture whilst our team is with you to make sure you are happy with it. Should you decide you to not like your furniture than a charge may be made to disassemble your furniture and return it to us, if it is simply un-liked. If you like your furniture but a fault is found at this time we will replace the piece as soon as possible.

In the event that you choose to assemble the furniture yourself, please check all pieces before assembling or discarding the packaging, as once assembled whether self assembly or through our optional furniture assembly service then a charge may be incurred as the goods will not be re-saleable, in original condition. If you are not happy with a product please contact the office within 7 days of delivery. Goods much be returned in their original condition and original packaging.

For larger items and items you cannot return yourself, we are more than happy to arrange a collection. To arrange this, please telephone our customer service team on 0161 830 1919 and allow 48 hours advance notice. We will arrange collection on a pre-arranged date Monday-Friday and it will be an all day service. There will be a charge levied, advised at the time arranged for collections of items that are simply unwanted. No return charges will be incurred if a product has arrived damaged or faulty.

None of the above affects your statutory rights as a consumer.

Do I have to pay to return an item, even if it is faulty?

If an item is faulty please contact our customer service team and we will provide a freepost address to return faulty items or arrange a collection; and if required, arrange a replacement item once we receive the faulty one back. Following inspection by our quality team, should the item returned be found not be faulty then there may be a charge to get the item back to you or an amount deducted from the refund to cover postage and return costs if a refund is requested and in line with our returns policy.

I returned an item but I haven't received my refund yet. Why?

We’re sorry you weren’t 100% delighted with your purchase, our refunds are processed when your items arrive back at our warehouse. Please allow 21 days for the refund to be processed. We always recommending obtaining proof of delivery when returning an item.

MY ACCOUNT

I have forgotten my password. What should I do?

If you have an existing account with us and have forgotten your password please click the 'sign in / register' link at the top of the page. Under 'Sign in to your account' please enter your email address click the 'forgotten your password?' link. We will then send you an email with instructions to reset your password.

If you don't receive your password reset email within 1 hour please check your spam folder. If the email is not in your junk folder please request another one, making sure you have typed your email address in correctly.

Can I change my delivery address?

You may update your address book in your account details by clicking the 'sign in' link at the top of the page and selecting your details, from here you can add, remove and amend your addresses.

If you have already placed an order changes made in this area will not alter the delivery details. Once an order has been placed unfortunately it not possible for us to change the delivery address.

How can I update my personal information?

To update or change your personal information please click on 'sign in' link at the top of the page. Once you have signed in you can change your details.

How can I remove my details from your mailing list?

Simply log in to your account and click ‘My Account’ at the top of the page, them update your account preferences. Un-tick the box next to the email opt-ins and you'll no longer receive our emails.

Alternatively, you can click on the 'unsubscribe' link at the bottom of all our marketing emails.

PROMOTIONS

How do I use a promotion code?

From time to time we offer promotions, some of which use an exclusive promotional code. To claim your online discount you will need to enter the promotion code at the check out stage. Underneath your order summary is a box which allows you to enter your promotion code, type in the code, click apply and your promotional code will be applied to your order.

If there is a promotion such as ‘3 for 2' using a discount code your total basket will show the full amount until you get to the checkout and enter the code. If the promotion is site driven and does not use a code then the promotion will show in your basket once you meet the offer requirements.

Most common reasons for promotion codes not working are: being out of date; being applied to products that are not eligible or the order limit not being the correct amount. If you are experiencing any problems applying your promotion code, and you are sure it is a genuine and active code please contact our customer service team who will be pleased to assist you.

How do I find out about upcoming promotions?

From time to time we offer exclusive promotions. We'd be delighted to tell you all about our upcoming events, if you would like regular updates please sign up to our email listings, via the link in the footer of the website or via your Account options.

We will then send you information on our latest products, discounts and other fabulous offers throughout the year.

I noticed that something I wanted to purchase was on offer, but the offer has now ended. Can I still claim this discount?

Like all retailers we do offer promotions on certain lines from time to time, these offers can't be back dated or offered retrospectively. We’re very sorry for any disappointment caused, when you see an offer its always best to grab it while you can.

Do you Price Match?

While we don’t Price Match as such, if you find a product cheaper please feel free to get in touch by phone 0161 830 1919 or email sales@izziwotnot.com and let us know the price and where you have seen it and we will see if there is anything we can do. We do try to offer exceptional value to all our customers so if the lower price you find is genuine and for the same product we will endeavour to provide excellent value.  Just ask, no promises but we will do all we can to satisfy your requirements.

 

 

WISH LIST

How do I create a Wish List?

To create a wish list you need to register for an account on the website.

If you already have an account then, you can create your own wish list, simply login using the sign in link at the top of the page. To add products to your wish list simply browse the website and when you see a product you like, from the product detail page, just click the ‘add to wish list button’ found underneath the add to basket button.

To view your wish list simply go to your account details and you will be able to see it. It is also possible to share your wish list with friends and family, without them seeing your full registration details.

How do I delete an item from my Wish List?

To remove an item from your wish list please login to your account, from here simply select the wish list option. You will now see a list of all the products currently active on your wishlist, to remove one please click the 'remove' button on the right hand side of the page which relates to the product you want removed and your list will be up dated.

How to I purchase an item on my Wish List?

It is possible to transfer all your items or individual items on your wish list to your shopping basket, simply by clicking the ‘send to basket’ button. All purchases will be delivered directly to the address you request, if a friend is purchasing for you they can choose to sent it to you directly or to themselves so them can give it to you personally.

GIFT VOUCHERS

What are your Gift Voucher terms and conditions?

Conditions of use:

  1. Gift vouchers can be purchased online and an e-voucher will be issued to the recipient.
  2. Gift vouchers can be exchanged on izziwotnot.com only.
  3. Gift vouchers can only be exchanged for goods sold on the website.
  4. Gift vouchers can only be exchanged for goods of equal value, or as part payment for goods of a higher value than it’s face value.  The vouchers cannot be exchanged for cash, and change will not be given if it is exchanged for goods less than its face value.
  5. This voucher cannot be used for the settlement of credit card accounts.
  6. Deszone Limited, and all of its subsidiaries and associated companies, shall not be liable in the event a voucher is lost, damaged or stolen.

PRODUCT REVIEWS

Why hasn't my customer review been published?

Certain words and phrases are automatically blocked to ensure that we do not cause offence in anyway to any of our customers, review functions can be targeted by non genuine customers therefore not all reviews are published.

FURNITURE

What materials is Izziwotnot furniture made of?

Where possible, our furniture is sourced from sustainable and managed forests, with the aim of ensuring quality, durability and longevity for future generations, namely your little ones. If you are interested in knowing about a particular range, please contact us for details, we use a range of solid woods, veneers and paints to ensure we offer a range of styles and prices to suit varying tastes and budgets.

We provide the promise that paints and varnishes are non-toxic, being safe for both your children and the environment. Whilst our efforts are only baby steps in the global pursuit of sustainability, we believe that every little counts and we endeavour to play our part in the bigger picture.

We design, test and manufacture our furniture and finishes to British Standards, some of the highest safety standards in the world. We take safety incredibly seriously and create our own testing protocols, which often exceed the current mandated standards to ensure our products are safe and of the highest quality for you and your family.

How do I choose a cot bed mattress?

It is important to order the right size mattress for your cot or cot bed. There should be no more than a 4cm gap between the mattress and the railing, to prevent the danger of an infant becoming wedged or trapping their arms or legs.

It is also a good idea to invest in a mattress with a washable cover to protect against the inevitable messy accidents. We only produce sprung mattresses as we believe they offer the best support for your little one’s growing body and all our current mattresses feature a removable washable cover and an internal waterproof slip to protect the mattress.

For further advice please see our choosing a mattress article.

When can my baby use a cot and how long for?

All of our cot beds are suitable from birth up to approx 24 months in cot mode, then can be converted to a toddler bed. Please remember to use the feet to foot rule when you put your baby to sleep, making sure the bedclothes are firmly tucked in and no higher than baby’s shoulders, so they can’t wriggle down under the covers.

I have lost my set of assembly instructions, how do I get another set?

Our online manuals can prove very useful, especially when the time comes to convert cot beds to toddler beds and you can’t quite remember where you put the instructions! To view the product manual for a particular piece of Izziwotnot furniture, simply visit the Product Manual page, find the range you are interested in and then select the piece you would like to view, the site will then open a PDF version for you.

Please note, as part of our continued improvement policy, some of our manuals may not relate exactly to your product, if you have had them for some time. If you are unclear about anything in the manual please do not hesitate to email sales@izziwotnot.com with the range name of your furniture, your date of your purchase and the name of the store purchased from and we will endeavour to find the correct manual for your furniture.

I am looking for a spare part / replacement part for an item?

Please check your order at the time of receiving and should you find anything missing please contact our customer service team immediately on 0161 830 1919 or via email sales@izziwotnot.com. If it is an item of furniture you have received it would be particularly helpful if you could tell us the part reference, as listed in your assembly instructions, to help resolve things quickly for you.

Alternatively if it’s a little further down the line, a little time has passed and you’re simply mislaid some pieces or moved house and can’t find things please contact our team by email completing our online form. In order to try to satisfy your enquiry accurately we will need a little information from you, as specifications for designs do change from time to time. In order to help us, help you please provide your details, along with the range name, the date purchased, the store purchased from and a description of the parts you need, including the reference number from your assembly instructions if available.

While we endeavour to assist all our customers with spare parts for Izziwotnot products, due to the age of product or change in specifications it is not always possible to satisfy all enquiries, however we will do our best to assist you. Please note we can only assist with spare parts for Izziwotnot products, we do not carry spare parts for other manufacturers or brands.

Once your enquiry has been submitted you will receive an automatic acknowledgement. Our team will then action your enquiry, contacting you by email if we need more information. Please be aware it can take a couple of weeks to check our 3 warehouse sites for the spares, especially on older models, but we will strive to reply to you as quickly as possible.

Don’t forget, our Product Manuals showing you how to assemble your furniture are available to download too!

BEDDING & TEXTILES

How much bedding should I use for my baby?

The amount of bedding you use depends on room temperature. However, you may find our Bedding Guide helpful.

PRIVACY & SECRUITY

What are cookies and how do they affect me?

A cookie is a small file, typically made up of letters and numbers that is placed on an internet user's computer memory, when the user accesses certain websites. Cookies were designed to allow a website to recognise a user and remember things that you, as the user have done on that website in the past, which can include putting products in the basket, logging in, or clicking on links. The cookies allow web applications to respond to you as an individual.

Cookies are not dangerous. They are not computer programs and cannot be used to circulate viruses.

Cookies help us find out about how customers use the website, enabling us to create a better site. This information is used in many ways: To keep a record of the products you've put in your shopping bag for next time you visit and to remember preferences. To find out what the website doesn't do well and make improvements to it in future. They also allow you to share pages with social networks like Facebook and many other things too.

A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. We know that some people have concerns about cookies, but we believe that the benefit we both gain from their proper use is worthwhile. Should you choose to reject or disable cookies then you may not be able to use the full functionality of the website or shop online. If you prefer we can always take your order over the phone, please call 0161 830 1919.

Do you have a privacy and security policy?

View our privacy policy here

How safe is shopping online at izziwotnot.com?

We are committed to protecting your privacy. We have taken all the essential measures to make sure that any information you give us, including credit card details, remains private and secure and that your payment and registration information is processed with total confidentiality.

For further details please read our privacy policy.

If you still have questions about shopping online, but want to enjoy the benefits of shopping at Izziwotnot, please call our customer service team on 0161 830 1919 to place an order.

How do I know my online transaction is secure?

All transactional information passed between Izziwotnot and the Sage Pay Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the Sage Pay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Alternatively you can pay for your order with PayPal. PayPal’s network has grown increasingly and is considered to be one of the safest and preferred methods to pay for a transaction over the Internet today.

How do you prevent fraud on your website?

When an order is placed, we use secure payment partners to take payments and check if the card used is registered to the billing address provided, and that other details match. The payment is also checked by a third party fraud screening provider to check the details of the order against known fraudulent. If it is likely that the order is fraudulent, we will contact the customer to resolve the matter.

We use these extensive independent checks to ensure that you can be confident our site is safe and secure.

Why would I want to sign up or set up an account on izziwotnot.com?

Setting up an account with us enables you to place orders and have a more personalised experience every time you shop. Signing up with us and setting up an account means that we store your delivery address details. When you've signed up, you don't have to retype all these details every time you order. If you provide your email address we can also keep you up to date with the new ranges or the latest promotions, specific offers you might find interesting.

What will happen to my personal information once I register?

Any information you provide will be held securely and only used to process your order and for statistical purposes. Should you agree we will also advise you of any offers or promotions we may be running. Your information will not be used by or sold to any third parties. 

Please see our privacy policy for more information.

Do you disclose my information to outside parties/companies?

We do not currently share information with third party companies. We recognise that privacy of personal information is important to individuals. That is why we minimise the collection of personal information for our business purposes and ensure the accuracy and security of such information.

We are committed to protecting your privacy and to complying with the Data Protection Act 1998.

Please see our Privacy Policy for full details.

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