- What products do you offer?
We offer a range of office chairs designed for home offices, workspaces, and everyday professional environments. Product pages provide relevant details including specifications, dimensions, available options, pricing, and functional information to assist customers in making informed purchases. - Where do you deliver?
We deliver to customers across the United Kingdom (UK) and eligible destinations within the European Economic Area (EEA) and broader Europe. Available delivery locations and applicable shipping fees are displayed at checkout before order confirmation. - How long does order processing take?
Orders are normally processed and prepared for dispatch within 1–3 working days following order confirmation. - How long does delivery take?
The standard estimated delivery time is 5–10 working days after dispatch. Delivery timeframes may vary based on destination, logistics operations, weekends, public holidays, and custom clearances where applicable. - Which delivery services do you use?
Depending on the destination and order requirements, shipments are handled by established carrier services, including DHL, FedEx, and UPS Priority. - Will I receive tracking information?
Yes. Once your order is dispatched, tracking information will be sent automatically to the email address provided at checkout. Tracking updates include dispatch notifications, transit checkpoints, local delivery stages, and final delivery confirmation. - What happens if my order takes longer than 5–10 working days?
If your package has not arrived within the estimated timeframe, please contact customer support at chair@trueergochair.com. We will investigate the shipment status directly with the carrier and arrange an appropriate resolution, such as continued delivery tracking, a replacement, or a refund. Mandatory legal consumer rights remain unaffected. - When does the risk of loss or damage transfer to me?
For consumer purchases, the risk of loss or damage remains with us until you (or a third party designated by you, other than the carrier) take physical possession of the goods, in accordance with applicable UK and EU consumer protection laws. - What payment methods do you accept?
We accept major payment methods, including:
Visa
Mastercard
American Express
Apple Pay
Google Pay
Supported electronic wallets
Available options are clearly listed at checkout. Charges on your bank statement will typically appear under Trueergochair or [XXX].
- Are my payment details handled securely through the website?
Yes. All payments are processed through secure, encrypted checkout interfaces provided by compliant payment processing partners (such as Stripe). Trueergochair does not collect, process, or store full credit/debit card credentials on our servers. Please do not send card details via email. - Can I cancel my order?
To request an order cancellation before dispatch, please contact chair@trueergochair.com immediately. If the order has already entered the fulfillment process, cancellation prior to delivery may not be operationally possible. In such cases, your statutory right of withdrawal upon receipt remains fully applicable. - Do customers in Europe and the UK have a 14-day right of withdrawal?
Yes. For eligible distance consumer purchases within the European Economic Area and the UK, customers generally have a statutory 14-day Right of Withdrawal without providing a reason, starting from the day physical possession of the goods is acquired.
- How do I exercise the 14-day Right of Withdrawal?
To initiate a withdrawal, send an email to chair@trueergochair.com before the 14-day period expires, including:
Order number
Full name
Email address used for the purchase
Product(s) being returned
Date of purchase/receipt
- Who pays for return shipping for a change-of-mind withdrawal?
For change-of-mind returns under the statutory Right of Withdrawal, the customer is responsible for the direct costs of returning the goods, provided this was communicated prior to purchase. This does not apply to faulty, damaged, or incorrect items. - What if my order arrives damaged?
If an item arrives damaged, please email chair@trueergochair.com promptly with your order number and clear photo evidence of the damage. In many cases, photo verification allows us to arrange a replacement or refund without requiring you to return the damaged item immediately. - What if the product is faulty or does not match my order?
Please notify us as soon as reasonably practical at chair@trueergochair.com with your order number and relevant photos or details. Statutory remedies for non-conforming goods include repair, replacement, price reduction, or a full refund depending on applicable statutory rights. - Do I have rights if the product is not as described?
Yes. Consumers retain statutory rights concerning product conformity under UK Consumer Rights legislation and EU Consumer Directives. Nothing in our policies excludes or restricts these statutory legal protections. - Can I receive a refund without returning a damaged item?
Where damage or non-conformity can be definitively verified via photographs or video, we may issue a refund or replacement without requiring a return. If a return is legally or operationally required, full return instructions will be provided. - How are refunds processed?
Approved refunds are processed back to the original payment method used during checkout. Once initiated, refunds typically take 3–5 working days (or up to 10 working days depending on your payment provider or issuing bank) to reflect in your account. - Can I change my delivery address after ordering?
Please contact chair@trueergochair.com as soon as possible. Address modifications can only be accommodated before the order enters the dispatch process. Once dispatched, updates must be handled directly via carrier management tools where available. - What information should I provide when contacting customer service?
To speed up your inquiry, please include:
Full Name
Order Number
Email address associated with the order
Detailed description of your request
Clear photos or attachments (if reporting damage/defects)
- How can I contact customer service?
For any product, shipping, or order inquiries:
Email: chair@trueergochair.com
Telephone: [XXX]
We aim to respond to all customer inquiries within 24 business hours.
- Where can I find the official business information?
Brand: Trueergochair
Company Name: [XXX]
Registered Address: [XXX]
Warehouse Address: [XXX]
Email: chair@trueergochair.com
Telephone: [XXX]
- Do these FAQ provisions affect my statutory rights?
No. These FAQs serve as general guidance. All mandatory statutory rights provided under applicable UK and EEA consumer protection laws remain fully intact.