Frequently Asked Questions
- How can I pay for my online order?
- Can you provide medical advice in-store?
- Can my delivery address differ from my billing address?
- Do I receive an Order Confirmation?
- When will I be charged for my goods?
- What is the availability of an item?
- What is our pricing policy?
- I want to cancel my order?
- Can I change my order?
- Do I have to pay VAT?
- Do I have to pay VAT if I am taking the goods outside of the UK?
- What are your delivery charges?
- Does my order arrive fully assembled?
- Can I have my chair fitted for me onsite?
- How is my order delivered?
- When will my order be delivered?
- Shipping & Returns
- What is your WEEE policy?
How can I pay for my Online Order?
We accept MasterCard, Visa, American Express and/or via Paypal. All payments are processed externally via RBS WorldPay. Back2 International does not store any credit card information entered through the RBS WorldPay portal.
Can you Provide Medical Advice in-store?
We cannot provide medical advice in-store. We sometimes can supply the names of specialists who may be able to assist you with a back care-related medical issue but recommend your GP as the first port of call.
Can my Delivery Address Differ From my Billing Address?
We can send to a delivery address that is different to the billing/invoice address, but a landline number is required for the delivery address and we will not deliver any product until the alternative address has been confirmed on the landline provided.
Do I Receive An Order Confirmation?
You will receive an order confirmation email as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact us.
When Will I be Charged for my Goods?
You will be charged immediately upon clicking your acceptance in the Checkout, subject to approval by your credit card company or bank.
In the event that you wish us to process the payment in any other way please contact us and we will be happy to advise you of the alternative methods available.
On confirmation of receipt of the final payment, we will contact you to arrange a convenient delivery date and time. For further information, see Deliveries & Returns.
What is the Availability of an Item?
Please check the individual availability of the product/s you have ordered as shown on each product on the website. Please note that these delivery times are approximate only and should only be considered advisory.
In the unlikely event that any of the items you have ordered are out of stock or discontinued by the supplier, we will contact you as soon as possible. For information on furniture deliveries, see Deliveries & Returns.
What is our Pricing Policy?
We do our best to ensure that all prices on our web site are up to date and current at all times. Occasionally, despite our best efforts, some may be incorrect. Please be assured that as part of our order checking and dispatch processes we do verify our prices.
We do however reserve the right to withdraw the product from sale at the incorrect price and cancel your order.
I want to Cancel my Order?
If you wish to cancel an order for a stock item, you may do so by contacting us. You must do this as soon as possible. In the case of orders that have a quoted delivery time of fewer than 7 days, cancellations must be made within 6 hours of placing the order. You will still have the right to cancel the order within 14 days after receiving the item.
If the order has already been sent out to you, we would request that you return the goods to us once they have been delivered, following the instructions within Deliveries & Returns.
Many of our furniture items are personalised and such orders cannot be cancelled.
Can I change my order?
If you wish to make any other changes to the order, such as amending the delivery address or adding or deleting items, please contact us on 020 7935 0351 within 6 hours of placing the order.
Do I have to pay VAT?
Except for some products designed for the chronically disabled, which may be sold as VAT exempt upon completion of an appropriate form, all items sold by Back2 are subject to VAT at the current rate and are correct at the time of entering the information onto the system.
Do I have to pay VAT if I am taking the goods outside of the UK?
All goods purchased from us and shipped to individuals within the EU must include VAT at the UK rate. The VAT is not charged on goods sent to EU companies if that company is registered for VAT and supplies us with their VAT number. For goods to taken outside of the EU please request a ‘VAT 407: Non-business VAT refunds’ form. This scheme enables VAT refunds for overseas visitors to the United Kingdom and entitled EU residents, exporting goods from the European Community.
Please note that this can only be provided prior to the goods being delivered/collected and VAT exemptions or refunds cannot retrospectively be applied to goods already dispatched.
What are your delivery charges?
Each item purchased is charged separately for delivery, this varies according to volume and weight and is stated in the checkout stage of the online purchasing system. We can quote for overseas delivery on request, please contact us.
Does my order arrive fully assembled?
Most small items (i.e. keyboards, cushions etc) are delivered fully assembled. Items such as desks and chairs are sometimes delivered unassembled (to prevent damage from occurring in transit). Please ask upon ordering if you have a preference for assembled or unassembled and we will give you advice on the options available.
We can assemble furniture (only at the time of initial delivery) for you within the M25, providing this service is requested at the time of ordering. To get a price for the installation of a product please contact us before ordering and we will be happy to give you an accurate quote.
Assembly charges for orders delivered outside the M25 are available by quotation on request. If the delivery addresses that you give us change after you place your order, any charge may change also. The delivery charges noted are a guide and are subject to alteration following a detailed review of the specific customer orders.
In the event that the delivery charges noted on the order are incorrect, we will endeavour to get back to you by phone within 48 hours of your order being processed.
Can I have my chair fitted for me at my premises?
Onsite chair fittings are available, by request, within the M25. An additional charge may be applicable for this service depending on the location. Fitting charges for orders delivered outside the M25 are available by quotation on request.
To get a price for the installation of a product please contact us before ordering and we will be happy to give you an accurate quote.
We also provide free phone support for set-up queries, an online office set-up guide and all items that come with the manufacturer's manual.
How is my order delivered?
Standard UK small product orders are delivered by Royal Mail First Class. Approximate delivery times are as stated on the product pages.
Back2 accepts no responsibility for delays caused by Royal Mail and replacement items will only be sent once an undelivered item is returned to us. If you would prefer to use registered mail or courier service with a tracking number please contact us – please note that the use of these alternative methods of delivery will incur an additional charge. - Furniture UK orders are sent by a courier service with a tracking number. This is a ‘tail gate’ delivery only and goods need to be signed for at the delivery address. Deliveries are Monday to Friday during trading hours only.
When will my order be delivered?
The approximate delivery date is given for each product that you order. Very occasionally, circumstances beyond our control can delay this date. If this happens, we will endeavour to keep you informed. We cannot, however, accept liability for any loss or inconvenience that may result from the delay. When your products are ready for delivery, we will contact you to arrange a suitable day and time.
We deliver Monday to Friday (9am-3pm) – a more specific time of delivery is not available. For W, SW, SE, WC, E, N & NW postcodes a door-to-door courier service is also available. This service is normally able to provide delivery within a two-hour time slot but is subject to traffic conditions. This service may attract a surcharge, which our sales team is happy to advise about.
Our delivery team will deliver the products to the door only. Please inspect them carefully to ensure you are satisfied. You will then be asked to sign our Proof of Delivery note, accepting the goods. If someone else is accepting delivery on your behalf, it is very important that they are fully aware of the product details.
If we have agreed on the delivery date and you are out when we arrive, we can reschedule a delivery for the next available date. There will be a charge for the subsequent delivery, even if the first delivery was free.
Shipping & Returns
Please see our Shipping & Returns page here
What is your WEEE policy?
Under the WEEE (Waste Electrical and Electronic Equipment) Regulations introduced by the European Union, we are obliged to post the following for your information. WEEE (Waste Electrical and Electronic Equipment) Regulations.
Each EU Member State now has a legal obligation to minimise the disposal of WEEE in landfill sites. The broad aim of the WEEE regulations is to address the environmental impacts of electrical and electronic equipment when it reaches the end of its life. We all have a responsibility to contribute to the reuse, recycling and other forms of recovery of WEEE under these Regulations.
Over 75% of waste electrical goods end up in landfills, where lead and other toxins contained in the electrical goods can cause soil and water contamination which can lead to negative effects on human health and the environment.
Electrical and Electronic Equipment that was made after 13th August 2005 should display the crossed-out wheelie bin symbol on the packaging or product. The purpose of the symbol is to encourage householders to dispose of their WEEE separately from household waste. Back2 International Limited offer our customers free in-store takeback on a like-for-like basis when you purchase a new product from us.
You can return your WEEE to us within 28 days of your purchase of the new product.