Frequently Asked Questions

GENERAL

General information for the retail shops & online eShop.

The retail stores and online eShop are based in the United Kingdom. 

Yes, when you sign up to our Newsletter you will receive a 10% discount code to use on our eShop.

The code is valid for 14 days, can only be used once, requires a minimum spend of £20 (Excluding postage and Gift Cards) in one single transaction and cannot be used in conjunction with any other offer or promotion.

The code will be emailed to you as soon as you subscribe, if you do not see the email in your inbox please check your spam or junk folder, if it is still not visible please contact us and we will advise the unique discount code linked to your account.

Once you subscribe you will be the first to receive news concerning our latest stock, to include our Christmas launch, which takes place every October, together with details of our promotional offers and sales events of both our retail shops and eShop.

If you notice that you are not receiving newsletters from us please check your spam or junk folder and consider adding our email address to your contacts.

You can unsubscribe at any time through the unsubscribe link at the bottom of all newsletters or contact us directly and we will unsubscribe you from all future newsletters.

As we do not want to inundate subscribers of our newsletters with minor details we also regularly update our 'News' section for all matters PERIDOT related, so please feel free to check this area for updates.

For more information concerning discount codes and how to apply these to an order click 'Discount Codes'

Yes, we have separate Facebook and Instagram accounts for our eShop and retail shops.

The eShop accounts showcases the stock available to purchase online and the retail accounts showcases the stock available in our shops.

All stock on our website can also be purchased directly from our shops on Facebook and Instagram, with checkout being completed securely on our website.

If you wish to purchase an item you have seen on our retail shops social media account, please contact the relevant shop directly.

To see our social media accounts please click 'Here'

Yes, if you are shopping for someone else but are not sure what to give, then give the gift of choice with a PERIDOT gift card, with no additional processing fees.

Gift cards purchased online are electronic, can only be used on our eShop and expire 12 months from the date of purchase.

Denominations are £50, £100, £150, £200, £250 and £500.

Delivery is by email with instructions of how they can be redeemed at checkout.

Gift cards purchased in our stores can only be used in our stores and expire 12 months from the date of purchase.

Gift cards cannot be exchanged for cash or refunded.

If you wish to purchase an online gift card please click 'Here'

RETAIL SHOPS

General information for the retail shops.

PERIDOT - NORTON

Address: Peridot, Harlands House, 8 Harland Place, Norton, Stockton-on-Tees TS20 1AN

Telephone: 01642 041 561

Monday: 11am - 4pm / Tuesday - Friday: 10am - 5pm / Saturday: 10.30am - 4pm / Sunday: Closed

PERIDOT - SEDGEFIELD

Address: Peridot, 6 Front Street, Stockton-on-Tees TS21 3AT

Telephone: 01740 629 396

Monday - Friday: 10am - 5pm / Saturday: 10.30am - 4pm / Sunday: Closed

PERIDOT - NORTON

Monday: 11am - 4pm / Tuesday - Friday: 10am - 5pm / Saturday: 10.30am - 4pm / Sunday: Closed

PERIDOT - SEDGEFIELD

Monday - Friday: 10am - 5pm / Saturday: 10.30am - 4pm / Sunday: Closed

We accept Apple Pay, Maestro, MatherCard and Visa.

We also accept cash.

Yes, our exchange policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you wish to exchange an item please either contact us or vist the store you made the purchase.

The retail shops do not accept a return, but will issue a credit note valid for 30 days.

For further information please click 'Refund Policy'

ONLINE E-SHOP

General information for the online eShop.

We offer 'Live Chat' on our website with a self service 'Help Centre' - 'Find Your Answer Now' located to the bottom right of each page.

Alternatively please contact us by telephone or if you wish to send an email click 'Here'

Telephone from within UK: 0344 800 4178

Telephone from outside UK: +44 344 800 4178

Monday - Saturday: 10am - 5pm / Sunday: Closed

Monday - Saturday: 10am - 5pm / Sunday: Closed

We also offer 'Live Chat' on our website with a self service 'Help Centre' - 'Find Your Answer Now'.

We accept Amazon Pay, Amex, Apple Pay, Diners Club, Discover, Google Pay, Maestro, MasterCard, PayPal, Shop Pay and Visa.

All payments processed are 100% secure.

We use Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. When SSL is enabled, you will see a padlock at the top of your browser and you can click on it to find out more information about the SSL digital certificate registration.

When you look at the URL at the top of the browser you will also see that is begins with 'https' instead of 'http', which means that you are in secure mode.

If Pay Pal is used as a method of payment on our eShop then the item(s) must be shipped to the matching name and address of the Pay Pal account.

In order for the Apple Pay express checkout option to appear, you must use a Safari browser or Apple device.

In order for the Google Pay express checkout option to appear, you must use a Google browser or Android device.

Yes, all payments processed are 100% secure.

We use Secure Socket Layer (SSL) technology to encrypt and protect the data you send us over the internet. When SSL is enabled, you will see a padlock at the top of your browser and you can click on it to find out more information about the SSL digital certificate registration.

When you look at the URL at the top of the browser you will also see that is begins with 'https' instead of 'http', which means that you are in secure mode.

If Pay Pal is used as a method of payment on our eShop then the item(s) must be shipped to the matching name and address of the Pay Pal account.

In order for the Apple Pay express checkout option to appear, you must use a Safari browser or Apple device.

In order for the Google Pay express checkout option to appear, you must use a Google browser or Android device.

No, you can place an order without creating an account, however, if you register an account with us as well as being able to review past purchases, it will also save your address and card details so you won't have to re-enter this information when you place your next order.

Online Exclusives are products we do not sell in our retail shops and are exclusively available to purchase on our website.

To see our online exclusives please click 'Here'

Yes, we offer 'Live Chat' support with a self service 'Help Centre' - 'Find Your Answer Now' on our website, located to the bottom right of each page.

As well as being able to offer real time support during opening hours with existing orders or product advice on future orders, you can also look up your order status within the last 60 days, or if you have an account and are logged in, then these orders will automatically appear as soon as you access Live Chat.

In order to access the 'Help Centre' just type your question in the box below the heading 'Find Your Answer Now' and if this has been input into the system then an article will appear. For example ‘How to apply a discount code’ or ‘How to arrange local pickup’ etc.

If there are more than one article related to your question then click 'See More Results' and you will be taken to our dedicated 'Help Centre' page.

Answers to our most frequently asked questions will continually be added, but if you cannot find the answer to your question please use Live Chat - 'Send Us A Message'.

If your query is outside of our working hours then please leave your name and email address and a member of the PERIDOT team will reply as soon as possible.

Our typical response time is from 2 minutes to 2 hours during working hours or as soon as possible outside of working hours.

Yes, we offer a FREE gift wrapping service.

To arrange this please add a note in the NOTES section at checkout and we will gift wrap your order free of charge.

For full instructions of how to apply a discount code please click 'Here'

For full instructions of how to apply a gift card code please click 'Here'

For details of how to arrange a Local Pickup or free Local Delivery please click 'Here'

SHIPPING

General shipping information for the online eShop.

UK orders below £50 (£3.50 - £10.50 delivery estimated 1-2 working days after dispatched).

UK orders above £50 (FREE delivery estimated 1-2 working days after dispatched).

Delivery timing is estimated from the day your order is shipped.

All orders will be shipped within 3 working days of payment with the possible exception of products measuring over 55x45x45cm and/or weighing above 10kg, which may require a 2 person delivery and can take up to 2 weeks to be dispatched.

PERIDOT eshop cannot be held responsible if your order does not arrive within the delivery timescale specified.

International orders (£35 delivery estimated 2-11 working days after dispatched).

Delivery timing is estimated from the day your order is shipped.

All orders will be shipped within 3 working days of payment.

PERIDOT eShop cannot be held responsible if your order does not arrive within the delivery timescale specified.

An appropriate carrier is chosen based on the order from one of the many reputable carriers we use, to include:-

DHL, DPD, FedEx, Hermes, Royal Mail and UPS.

Products measuring over 55x45x45cm and/or weighing above 10kg may require a 2 person delivery and the use of a different carrier than listed.

We currently ship most products to the following countries.

If your county is not listed and you wish to place an order please contact us directly.

Australia, Canada, Denmark, Germany, Hong Kong SAR China, Ireland, Italy, Japan, The Netherlands, New Zealand, Singapore, Spain, Sweden, United Kingdom, United States (Not US territories except Puerto Rico).

There are certain products that are unavailable for international shipping, which is stipulated at the bottom of the product description for easy reference.

For a list of products unavailable for international shipping please click 'Product Delivery Exclusions'

No, import duties, taxes and charges of the buyer’s country are not included in the sale price and are the buyers responsibility. 

Please check with your local customs office before importing any products purchased from our website into your country that may be stopped or have charges applied. 

PERIDOT eShop cannot be held responsible for any customs clearance delay or be liable for any charges in the case of your shipment being stopped, charged for or disposed of at customs.

All orders will be shipped within 3 working days of payment with the possible exception of products measuring over 55x45x45cm and/or weighing above 10kg, which may require a 2 person delivery, can take up to 2 weeks to be shipped and may involve using a different carrier than listed.

To see our Shipping Policy please click 'Here'

Yes, once your order has been shipped you will receive a shipping confirmation email with a Track Your Order link.

Once your order has been placed you will receive a shipping confirmation email with a Track Your Order link. You can check the status of the order by either pressing this link or by clicking 'Track Your Order' and entering your order number and email address on our dedicated tracking page.

You can also check the status of your order by entering your order number and email address in our Live Chat located to the bottom right of each page, alternatively if you have an account and are logged in your order(s) will automatically appear when you access Live Chat.

All services used require a signature upon delivery.

LOCAL PICKUP & FREE LOCAL DELIVERY

General information for local customers for the online eShop.

Yes, we offer a Local Pickup option at checkout for eligible products so customers can choose one of our retail stores to collect online orders, with no minimum spend required.

We also offer a FREE Local Delivery option at checkout for eligible products to customers residing in the postal code areas TS20, TS21 and TS22, which mainly covers Norton, Sedgefield and Wynyard, with £20 minimum spend required.

There are certain products that are unavailable for Local Pickup and free Local Delivery, which are stipulated at the bottom of the product description for easy reference.

For a list of products unavailable for Local Pickup and free Local Delivery please click 'Here'

For full details concerning Local Pickup and free Local Delivery please click 'Here'

For details of how to arrange a Local Pickup or free Local Delivery please click 'Here'

No, there are certain products that are unavailable for Local Pickup and free Local Delivery, which is stipulated at the bottom of the product description for easy reference.

For a list of products unavailable for Local Pickup and free Local Delivery please click 'Product Delivery Exclusions'

Please wait until you receive an email confirming the order is ready for collection before visiting, which is normally up to 2 days after purchase.

Collection is Monday - Saturday, 11am - 4pm.

You do not need to let us know the day or time when you will be collecting your order.

You will need to show either the order confirmation or Your Order Is Ready To Collect email at the time of collection.

Delivery is normally within 2 days, Monday - Saturday, after 5pm.

We will need to contact you by email or telephone to arrange a convenient day and time.

RETURNS & REFUNDS

General returns & refunds information for the online eShop.

To see our Refund Policy please click 'Here'

No, we do not accept an exchange unless the item is received defective or damaged, however we do accept a return within 30 days.

To see our Refund Policy please click 'Here'

Yes, our returns policy lasts 30 days.

There are certain situations where we can't accept a return:-

- Your item must be unused and in the same condition that you received it. It must also be in the original packaging if applicable.

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

- Any item that is returned more than 30 days after delivery.

- Any item purchased during the sale. 

- Gift cards cannot be exchanged for cash or refunded and expire 12 months from the date of purchase.

To complete your return, we require either a receipt or proof of purchase.

Return shipping is free of charge for products measuring UNDER 55x45x45cm and/or weighing BELOW 10kg.

Your return will need to be dropped off to any of the 7,500 stores offering the 'CollectPlus' service throughout the U.K.

For products measuring OVER 55x45x45cm and/or weighing ABOVE 10kg, you are responsible for the cost of the return shipping for these products and will need to arrange the return by using a reputable shipping carrier of your choice. Alternatively we can arrange for the return on your behalf with one of our reputable carriers at a cost of between £39 - £199 approximately.

To see a full list of products unavailable for free returns please click 'Product Delivery Exclusions'

Yes, you are responsible for the cost of the return shipping and will need to arrange the return of your parcel by using a reputable postal carrier of your choice.

Please return your parcel in the original packaging (if applicable) and include a receipt or proof of purchase.

Please attach the return address label enclosed with your order, covering up all previous tracking labels and write your name and address clearly on the reverse of the package.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance.

To start the returns process please click 'Return Your Order'

Please enter the information requested and select the item(s) you want to return.

You will receive an email confirming 'Your Return Request Has Been Received'.  

Once the return has been approved by us, normally within 1 working day, but please allow up to 2 working days, you will receive an email confirming 'Your Return Request Has Been Approved' with shipping guidelines, depending on the size and weight of your parcel.

If you are returning a parcel measuring under 55x45x45cm and/or weighing below 10kg, a prepaid 'CollectPlus' returns label will be sent in a separate email.

If you are returning a parcel measuring over 55x45x45cm and/or weighing above 10kg, we will contact you to discuss the return shipping.

For orders that qualify for free ‘CollectPlus’ returns, you will be provided with an option to either download a barcode to have the label printed in-store, or if you have access to a printer, you can download the label and attach to your parcel.

Please return your order in the original packaging (If applicable) making sure it covers the barcode and address of the previous label and include a receipt or proof of purchase. 

Your return will need to be dropped off to any of the 7,500 stores offering the 'CollectPlus' service throughout the U.K.

To find a store near you please enter your postcode on the 'CollectPlus' website.

Once your parcel has been received by us, normally within 3 - 5 working days, you will receive an email confirming 'Your Return Has Been Received' and the refund process will commence.

Items can also be returned by hand to either of our stores. If you wish to return your item to a store please still complete the return request but contact our eShop to let us know you will be returning your item(s) to one of our stores.

To start the returns process please click 'Return Your Order'

Please enter the information requested and select the item(s) you want to return. You will receive a confirmation email with the shipping guidelines once a request has been approved, normally within 1 working day, but please allow up to 2 working days.

You are responsible for the cost of the return shipping and will need to arrange the return of your parcel by using a reputable postal carrier of your choice.

Please return your parcel in the original packaging (if applicable) and include a receipt or proof of purchase.

Please attach the return address label enclosed with your order, covering up all previous tracking labels and write your name and address clearly on the reverse of the package.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance.

We do not guarantee that we will receive your returned item.

If you have misplaced the returns address label, please return your item to the following address and include our telephone number.

Peridot
Harlands House
8 Harland Place
Norton
Stockton-on-Tees
TS20 1AN
United Kingdom

TEL: +44 (0) 344 800 4178 

Once your parcel has been received by us you will receive an email confirming 'Your Return Has Been Received' and the refund process will commence.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund within 2 working days.

If you are approved, then your refund will be processed within 7 working days of receipt of the item(s) to your credit card or original method of payment.

You will be notified by email when the credit has been processed, depending on the terms set by your bank this will show in your account within 7–10 working days.

The original shipping charges are non-refundable and will be deducted from the refund amount.

The cost of the return shipping for products measuring over 55x45x45cm and/or weighing more than 10kg will be deducted from the refund amount if applicable.

If an item is received defective or damaged you must contact us within 2 days and await further instructions. 

HOW DO I?

Step by step instructions for the online eShop.

Please add a note in the NOTES section at checkout and we will gift wrap your order free of charge.

For full instructions of how to apply a discount code please click 'Here'

For full instructions of how to apply a gift card code please click 'Here'

For details of how to arrange a Local Pickup or free Local Delivery please click 'Here'

You can subscribe to our newsletter by either entering your email address on the pop up newsletter form when you access the website or alternatively by going to the bottom of the website and entering your email address where indicated under the heading 'Newsletter'.