Create Account / Login Store Finder Help
Your Basket:

0 items | £0.00

Checkout
In this section:

Frequently Asked Questions

At Beales we thrive on customer service and making your shopping experience both convenient and satisfying both online and instore. That’s why we have put together answers to those frequently asked questions that our customers have. We hope this makes your shop simple and as relaxing as we would expect.

 

 

Ordering

How do I order at Beales.co.uk?

Browse for products using the categories listed on the left-hand side of the "Online Shopping" screen. Add required items to your shopping basket. You can check the contents and make changes at any time by using the "Checkout" facility. When you are completely happy with your order, continue through the "Checkout" process. We accept payment by MasterCard, Visa card, Visa Delta, Switch or the Beales Account Card.

If you have any problems, queries or require additional product information, please contact our Customer Services team on 01202 405200, between 9.00am and 5.30pm Monday to Saturday. Alternatively, email using the "Contact Us" button. We endeavour to respond as quickly as possible, usually within one working day.

How will I know my order has been successfully placed?

Once your details are confirmed you will receive acknowledgment via email. When you place an order to purchase a product on our website, your order is an offer to purchase those products. We will send you a confirmatory e-mail setting out the details of your order. A contract will only come into existence in respect of each of the products ordered when we send you an e-mail confirming that we have dispatched those products to you.

Can I amend or cancel my order?

Unfortunately you cannot amend your order online - please contact the Customer Services team on 01202 405200, between 9.00am and 5.30pm Monday to Saturday, who will be able to help assist with your order. You may cancel your order for any reason at any time up to the end of the seventh working day after you have received the goods. A "working day" means all days other than Saturdays, Sundays and public holidays.

If you do wish to cancel, the following terms will apply: If we have not yet despatched the product, you may cancel your order by calling the Customer Services team on 01202 405200, between 9.00am and 5.30pm Monday to Saturday. They will be able to access your order's status. If the item is showing as "awaiting despatch" we have not despatched your order and you may cancel it.

If we have allocated product to your order or already despatched it then you will need to cancel the order by waiting until you receive the item(s) and then following the instructions on the Despatch Note which is sent with your order, and returning the item(s) to us. We will then process your return and issue a refund or replacement as appropriate. Please note that your right to cancel does not apply to any product which you have unsealed from the packaging in which it was supplied. Further details of your right to cancel are given in the e-mail confirming your order. If you are wishing to return products because they are faulty please see the 'Returns' paragraph below.

What happens if an item I have ordered is out of stock?

All items are subject to availability, however if items are shown on the website to buy then generally this means available to place an order. We will ensure to keep you updated on all product availability, however please bear in mind during busy periods stock levels may change rapidly but we will do our best to keep you informed. If the item is out of stock we will cancel your order and send you a cancellation email.

Please note that we may sell limited edition products via our website, which by their very nature are limited in number. As such, availability is on a strictly first come first served basis. Whilst we will endeavour to fulfil your order, once our supplies are exhausted all outstanding orders will be cancelled and your card will be immediately refunded with any monies taken. We will not be responsible for compensating you for any other losses connected with the purchase of limited edition products.

What should I do if my debit/credit card is refused when placing an order?

If you have difficulties in using your card or to secure payment please contact your card issuer who will be able to assist.

Will I receive additional discount If I order online?

Periodically, we will run online offers. The terms and conditions relating to these offers will encompass the following:

 

  • The discount applies to online purchases only and is not available in any of our 12 stores.
  • Offer is valid until the date stated on promotional message notification.
  • The offer is only available if the relevant code has been keyed in, prior to purchase.
  • Discount applies to goods only and excludes delivery charges.
  • Offer applies to sale and non sale merchandise.
  • Offer available while stocks last within our online shopping facility

 

Can I purchase using my Beales Account Card?

Yes, paying with your Beales Account card is simple and easy. Once you have confirmed the orders in your shopping basket simply choose to pay with your Beales Account card instead of credit card. Payments you make on your Beales Account card will show up on your normal monthly statement as usual. Once Beales have authorized your payment and are happy the cardholder information is correct though our series or checks and processes, we will send your goods to you at the registered cardholders address.

What payment methods can I use shopping online at Beales.co.uk?

We accept the following credit card payment methods: Visa, Visa Debit, Mastercard and Switch.

You can also pay with your Beales Account card. Once you have confirmed the orders in your shopping basket simply choose to pay with your Beales Account card instead of credit card. Payments you make on your Beales Account card will show up on your normal monthly statement as usual. Once Beales have authorized your payment and are happy the cardholder information is correct though our series or checks and processes, we will send your goods to you at the registered cardholders address.

Privacy and security

How safe is it to shop at Beales.co.uk?

Here at Beales.co.uk we do our best to ensure online security is a high priority.

J E Beale PLC will take all reasonable care to keep your order and payment details secure, but purchases from the www.beales.co.uk website are at your risk.

Payment shall be made in Pounds Sterling (by MasterCard, Visa card, Visa Delta, Switch or the Beales Account Card) when you place your order. Payment will be debited from your account before the despatch of your order. Your online credit card transactions are secure. We use Secure Socket Layering (SSL), the industry-standard encryption technology that ensures safe Internet transmission of your personal information. When the letters "http" in the URL change to "https," the "s" indicates you are in a secure area employing SSL; also, your browser may give you a pop-up message that you're about to enter a secure area.

Making a credit card purchase is just as safe on our Web site as it is by telephone, but if you prefer, you can purchase online products by calling 01202 405200, quoting reference WEBSALE, between 9.00am and 5.30pm Monday to Saturday, and one of our Customer Service Team will be pleased to take your order. To view our Terms & Conditions, click here.

J E Beale PLC are committed to protecting the personal information that we ask you to supply to us. We will use the information we collect to process orders and to provide a better shopping experience. We may use your personal information to inform you about the latest changes to the site and products or services that you may find of interest but if you prefer not to receive this you can tell us either by sending an e-mail message to customerservices@beales.co.uk or by visiting your account details and changing your communication options.

What do you do with the information I give you online?

We will only collect personally identifiable information to the extent reasonably necessary to serve our legitimate business purposes, and we will maintain appropriate safeguards to ensure the security, integrity and privacy of the information you have provided. J E Beale PLC does not currently supply personal information to third parties.

When you place an order, we need to know your name, address, email address, delivery address and payment details. Online payments are handled live through our SagePay payment gateway, which is PCI compliant and secure so your payment details are kept safe at all times.

Your payment card details are held by SagePay alone in a secure hosted and encrytpted environment of the highest standards to protect your information. The only data we retain at J E Beale PLC is your contact information and your current and historic order information, which is held on secure encrypted servers. Your order will then be processed on either the same or next working day. Your will be fulfilled and we will track your order status, until delivery. We also ask for your telephone number, which enables us to contact you urgently if there is a problem with your order.

We monitor customer traffic patterns and site usage to help us develop the design and layout of the site. We may use your personal information for our internal marketing and demographic studies, so we can consistently improve our site to better meet our visitors' needs. To enforce legal rights and the law, we may also disclose information to law enforcement agencies. But no personal data will be passed outside of the EEA (European Economic Area), or used by third parties for marketing purposes at any time.

When you place an order or access your account information, we use a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection Acts of 1984 and 1998, we follow strict security procedures in the storage and disclosure of the information which you have given to us, to prevent unauthorized access.

From time-to-time we may send you information regarding offers, new products or company information which you maybe of interest.

Can my details be accessed by Third Party Sites?

Our website may include links to external websites. These links are provided merely as a service to users of the site and inclusion in this site does not constitute an endorsement by or affiliation with J E Beale PLC.

Any goods that you order from any website to which you link from this site are subject to any terms and conditions applicable to such website and we shall have no liability to you in respect of such sites or any goods or services you may obtain from them. These websites may collect data or solicit personal information from you. Those sites are not subject to our Privacy Policy. You should make sure you are happy with the terms and conditions and privacy policies on any such site before you use it.

J E Beale PLC does not currently supply personal information to third parties. J E Beale PLC may provide aggregate statistics about our customers, sales, traffic patterns and related site information to reputable third-party vendors, but these statistics will include no personally identifying information. J E Beale PLC occasionally employs third parties who collect personal information on J E Beale PLC's behalf. In such cases, such third parties will be instructed by J E Beale PLC to comply with the J E Beale PLC Privacy Policy as set forth herein.

Can I amend or delete the information I give you?

If for any reason you are concerned that the personal information maintained by J E Beale PLC is not correct, or it changes or if you no longer desire our service we will correct, update or remove the data you have provided. This can usually be done by e-mailing us at customerservices@beales.co.uk or contacting our Customer Services team on 01202 405200.

What cookies do you use on your website?

J E Beale PLC uses both two types of cookies on the website: session cookies and persistent cookies. Session cookies are only temporary and are erased when your browser leaves a website. This cookie enables the website to remember important details such as the contents of your basket and whether you have logged in.

Persistent cookies are stored on your hard drive until you erase them or they expire. We use persistent cookies for certain areas of the site, such as when you enter a competition or if you follow a link from one of our partner sites. They allow us to track how effective our partnerships and competitions are and help us to tailor our offer to our customers.

For more information about cookie, visit www.allaboutcookies.org

Will any of my information be used without my consent?

By using the site, you signify your assent to the J E Beale PLC Privacy Policy. If you do not agree to this policy, please do not use this site. We reserve the right to make changes to our Privacy Policy. Any change to the policy will be published on this page so that you are always aware of it. Your continued use of the site will signify your acceptance of these changes.

Product information

Are prices accurate on your website?

Whilst we make every effort to ensure that all prices on our website are accurate and up to date sometimes errors do occur and the prices stated are incorrect. Where the correct price is lower than the one on our website we will only charge the lower amount. If the correct price is higher than the price on our website we will either contact you and discuss the pricing error before we proceed with your order, or notify you of the error and cancel your order.

Prices online may differ from those in our stores. All prices on the website are inclusive of VAT.

We reserve the right to alter product prices on the website to reflect any increase in the cost of the products for reasons beyond our reasonable control, this may include (but is not limited to) pricing mistakes, tax or other duty increases.

Caring for flowers

At Beales, we want you to be happy with all your purchases, and flowers may need extra care to continue to enjoy them at your best. When your flowers first arrive carefully take them out of the packaging, to help them re-hydrate after their journey snip 30mm off the bottom of the stems use a clean vase and place in fresh water with the flower food provided in the water (follow instructions on the flower food for water quantity per sachet of food) then every couple of days top the water level up to original level.

Try to place the flowers in a draught free place not to close to a heat source or direct sunshine this will help to keep your flowers in great condition for longer.

Acknowledgements and disclaimers

Intellectual property

All copyright and other intellectual property rights in any material contained on this website is either owned by us or has been licensed to us by the rights owners. The website contains trademarks, including the Beales name, the Beales logo and any related domain name addresses which belong to us or have been licensed to us by the trademark owner for use on the Website. Use of these trademarks is forbidden unless prior written permission has been obtained from the owner of the trademark.

You may access any part of the site and download or copy material (by printing off individual pages on to paper) or download material onto disc for personal non-commercial use only. You may not, for instance, copy any product details, images or reviews for use in relation to any other website. The copyright in such material shall be retained by us or where the material has been licensed to us, by the rights owners of the material.

You may not remove any copyright, trademark or intellectual property notices contained in the original material from any material downloaded or copied from our website.

General

Save as expressly provided, these terms are not intended to confer any benefit on a third party under the provision of the Contracts (Rights of Third Parties) Act 1999. Any rights not expressly granted herein are reserved to us.

We reserve the right to decline to supply any individual or company. We reserve the right at any time to suspend or terminate your access to or use of the website. If any provision of these terms and conditions is found to be invalid by any Court having competent jurisdiction, the invalidity of that provision will not affect the validity of the remaining provisions of these terms and conditions which shall continue to have full force and effect.

We will not be liable to you in the event that we are prevented by circumstances beyond our control from delivering any product which you have ordered.

The failure by us to exercise any right or remedy under these terms and conditions shall not constitute a waiver of that right or remedy.

Jurisdiction

These terms shall be construed and interpreted in accordance with the relevant United Kingdom law. The courts of the United Kingdom will have exclusive jurisdiction in relation to any claim, dispute or other matters arising from these terms, your use of the website or the supply of products by us.

Delivery

What is the Beales delivery policy?

Product prices on our site are exclusive of postage and packing charges. A summary of these charges can be found on our Delivery Rates information page. J E Beale PLC reserves the right to change this shipping policy without notice. We will endeavour to deliver the product(s) to you as soon as possible, in accordance with our shipping policy and the products' availability as set out on the website. Delivery timescales: If the product is in stock, it will usually be dispatched within 7 days. Despatch estimates are for working days and deliveries will be made to the address that you give us for delivery of the product(s). For details of furniture delivery please see the following section marked 'Furniture Specific Information'.

What are your delivery rates?

We do not currently deliver to any addresses outside of mainland UK.

If you'd like to have items sent to separate addresses, please complete a separate order for each address. Separate delivery charges will apply to each address.

UK Delivery

We strive to keep all of the items featured on our website in stock. If all of the products in your shopping basket are in stock you will receive your order (when despatched to a UK address) in one of the following ways:We strive to keep all of the items featured on our website in stock. If all of the products in your shopping basket are in stock you will receive your order (when despatched to a UK address) in one of the following ways:

 

  • Standard Delivery Monday to Friday: £5.00 (£4.26 net of VAT) for orders valued up to £40.00, Free for orders above £40.00. Ideal for home delivery of small orders to minimise carriage costs. 3 to 5 days minimum transit time and 7 to 14 days maximum transit times should be allowed following the day of despatch. This option will not guarantee delivery on a specific date. Please allow at least 4 days to lapse before contacting our Customer Service department to track your goods.
  • Parcelforce Next Day Delivery before 10.00 am Monday to Friday: £7.00 (£5.96 net of VAT). Shipped by Parcelforce and delivered the next working day following the day of despatch (UK mainland only - next day). This service requires a signature to be delivered.

 

Furniture is delivered free of charge. Please see section marked 'Furniture Specific Information' for details.

Please note: Next Day Delivery will only apply to orders received by us by 12 noon the previous day.

Certain UK postcodes have a 48 hour guaranteed delivery only. For further details please contact our Customer Service department.

Royal Mail and Parcelforce do not offer guaranteed delivery on a Saturday or Sunday, Bank Holidays, Christmas Day, Boxing Day, and New Years Day.

Ordering furniture

How is my furniture order processed?

Upon receipt of your order we will send you an order acknowledgement email. Should you wish to amend any part of your furniture order you must contact us within 48 hours to advise us of the change.

We aim to deliver your furniture within the time quoted on our website when you place your order. However the furniture is ordered especially for you from our suppliers and if the supplier is unable to make the deadline we will contact you with a revised delivery date and you will have the opportunity to accept the new date or cancel the order.

The carrier will contact you to notify that your goods are ready for delivery to the delivery address specified. Deliveries are normally booked at least 7 days in advance and will be between Monday to Friday. We are not presently able to deliver outside these days. You are responsible for checking the condition of the items delivered and must highlight any issues upon receipt with the carrier. The carrier will direct all queries at this stage to the manufacturer.

The delivery service is provided to a room of your choice, goods unpacked and packaging taken away and goods assembled. All deliveries must be unpacked so that you can check the condition of the goods before signing the delivery note. A signature will be required to acknowledge delivery. The signature of the person accepting delivery at the delivery address will be proof that you or the person, to whom the order is addressed, has received delivery. It is your responsibility to ensure that the goods ordered will fit within the property and any entranceways/hallways/corridors etc are wide enough for the goods to pass through, and also will fit in the required location within the delivery premises. All furniture dimensions shown in the website are in centimetres unless otherwise stated and are approximate.

The reproduction of colours on our website is as accurate as the photographic and production process will allow. Your order will be constructed to the highest possible standards and should give you years of use if cared for correctly. Please ensure that you read and adhere to care instructions provided by the manufacturer at the time of delivery.

Under Consumer Protection (Distance Selling Regulations) 2000, which applies to internet orders, you have the right to cancel your order and receive a refund up to 7 working days after receipt of the goods. The goods must be kept in a reasonable condition and made available for collection. A £75.00 charge will be made for the cost of collection. If any goods are refused at the point of delivery due to a change of mind by the customer there will also be a charge of £75.00. If the goods are found to have a manufacturing fault at the point of delivery they will be taken back and exchanged at no additional cost.

Should you have any issues prior to or following delivery please contact our Customer Services department on 01202 405200.

What are As New products?

As New products are items that have been refurbished. They aren't second hand but have had essential components replaced that would otherwise render the item faulty. These products have been refurbished to the highest possible standards and come with a 1 year guarantee to that effect.

Returns

What is Beales return policy?

We hope you will be pleased with your purchase. Under Distance Selling Regulations, you may return any item within 7 working days (starting from the date of receipt of the goods) in its original condition (i.e. unused, unworn and in its original packaging) for a refund of the price you paid for the item. To return an item please include the merchandise with a completed returns slip, as attached to the despatch docket. Please allow up to 7 working days for this to be processed.

After the original 7 working day period (starting from the date of receipt of the goods) should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in perfect condition. Returns should be made within 28 days of the date on the original purchase receipt and in original, undamaged packaging.*

If we find that the product has not been returned to us in perfect condition, we reserve the right to refuse to refund the price paid for the item, or deduct up to 20% of the original selling price from the refund amount.

If your purchase included any special online discounts, you will be refunded the actual amount paid for the goods.

Please note: For your protection J E Beale PLC recommends that you use a recorded delivery service as we cannot be held responsible for goods not received.

If you require an exchange our Customer Services Department will be happy to process this for you. Please include written details on the returns slip with your return code. Products we are unable to refund or exchange Once the packaging has been opened on the following products, for reasons of hygiene and safety, we are unable to refund or exchange them unless they are faulty: Mattresses, mattress toppers, duvets, pillows, personal grooming products, cosmetics, pierced jewellery. We are unable to offer a refund or exchange on perishable goods such as food, chocolates, etc unless they are faulty. Please see below for our policy on made-to-order products. We are unable to offer a refund or exchange on swimwear or lingerie for reasons of hygiene.

Will Beales refund the full amount on returned goods?

We will refund your original delivery charge when a product is faulty or damaged, but not when a product is simply unwanted.

Where should I send returned orders to?

Items should be returned to:

Beales Online Order Customer Services
Beales of Bournemouth
36 Old Christchurch Road
Bournemouth
BH1 1LJ

Alternatively, you can return the goods in person to the Customer Services Department of your local store. Details of the location of our branches are available in the "Our Stores" section of our website www.beales.co.uk

Please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners) and the proposed location before ordering large electrical appliances or outdoor toys to ensure successful delivery and to confirm that the product is the right size for your needs. Where such large products are returned as unwanted, we reserve the right to make a charge of £50 to cover any collection cost. In the case of Furniture ordered through our website, the charge for collection of unwanted items will be £75.

None of the above conditions affect your statutory rights when goods are faulty, or not as described.

WEEE (Waste Electrical or Electrical Equipment) Directive

We are pleased to offer our customers free recycling on all household electrical items.

Unwanted electrical equipment is the UK's fastest growing type of waste, and sending it to landfill causes lead and other toxins to leak out and cause soil and water contamination, harming wildlife and human health.

Fortunately, many electrical items can now be repaired or recycled. That's why we're offering free recycling on a like-for-like basis - so when you buy a new item form us, we will make sure your old model is taken care of.

If you have bought on the website, please deliver to our facility at Wallisdown:

Beales
545 Wallisdown Road
Poole
BH12 5AD

If you have bought in your local store please return them there.

If you're not sure whether your electrical item can be recycled, have a look for the crossed-out wheelie bin symbol on the packaging, or on the item itself. If the symbol appears on the replacement item, this is also an indication that the old model should be recycled.

The Directive

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of waste electricals. In the UK, that means retailers like us must offer all customers buying new equipment free take-back for their old electricals.

For more information on recycling electricals go to www.recyclenow.com.

Customer service

How do I get in touch with Customer Services?

If you have any comments with regards to service you've experienced online please call our Customer Services team on 01202 405200 (BT standard tariff) or email customerservices@beales.co.uk

Our opening hours are 09:00 - 17:30, Monday to Saturday.

Write to us at:

Beales Customer Services
Beales of Bournemouth
36 Old Christchurch Road
Bournemouth
BH1 1LJ

What are the Limitation of Liability?

We do not exclude or restrict liability for death or personal injury resulting from our negligence.

We will only be liable for losses which are foreseeable to both you and to us as a consequence of us breaching these terms and caused by our own negligence. We will not be responsible for any commercial or business losses (including without limit loss of goodwill, profits, contracts, anticipated savings, data, or wasted expenditure) or any other indirect or consequential loss that was not reasonably foreseeable to both you and us at the time our contract was formed, or at the time you began using the website.

Nothing in these terms shall affect your statutory rights. If you have any doubts as to your statutory rights then you should contact your Local Citizens Advice Bureau or refer to the Office of Fair Trading website (www.oft.gov.uk/default.htm).

Beales Account Card

Your Account

Upon registration you will choose a confidential password. You will be responsible for all orders placed through your account so you should make sure that you keep your details safe and confidential.

What benefits do I receive as a Account card customer?

Up to 10% off your first day's purchases** is just the beginning.

Up to 20% off - privilege events by invitation

First pick of the bargains at our exclusive Sale evenings

Free hem and sleeve alterations when you spend £250 or more on men's and women's clothing using your Account Card (at time of purchase) 10% off in our restaurants and cafes before 10.00am and after 3.30pm each weekday, when you pay on your account.

To view all of our Account Card information click here and join in store when you next visit Beales.

*The Beales Account is subject to status, applicants must be over 18. Written details available on request. All benefits subject to change. **First Day's purchase discount cannot be used in conjunction with any other promotional discount. 5% off first day's purchases for all electrical goods. Excludes internet purchases.

What are Love Rewards?

Love Rewards is the Beales loyalty scheme, where every purchase made with a valid Love Rewards card will build up points which will be converted into vouchers redeemable at any Beales store. Beales Account Card holders will be able to use their account card to collect Love Rewards without any further action. All Beales customers can get a Love Rewards card, free, by signing up in store or at www.bealesrewards.co.uk. For full terms and conditions, see https://www.bealesrewards.co.uk/LoyaltyTermsAndConditions.aspx.