Frequently Asked Questions

 

Q: Do you offer a price promise?

A: Innes only sell licensed original pieces and so please understand that we do not work on vastly inflated margins that are then slashed as a matter of course. Whilst we try to stick to the Suggested Retail Prices (SRP) that our manufacturers recommend, we understand that our clients want value for money and so we try our hardest to make sure that they are always given a competitive price.

If you are able to find the same product that we sell at a cheaper price, but would prefer to buy from us then please send us the written quotation and we try our hardest to match it. Please note that this does not include ex display or clearance pieces.

 


 

Q: How do you get my order to me?

A: As our product range is so varied in terms of size, weight and price, we use an assortment of delivery methods.

If you order a very small item that we can send via the post office, we will do so via a signed for option that will arrive with you within a couple of days.

If the item is a little larger or of a greater value we will send out via a next day courier (Monday to Friday).

For very large or fragile items we use a specialist delivery firm and offer a range of services from straight drop off (which is our standard service for bigger items) right up to a full white glove service that includes placing in a room of your choice, assembly of the furniture and removal of all the packaging. As they cover the whole country, deliveries are usually competed within a 2 week period from collection from our warehouse. This company would call you directly once they have collected the items from us, in order to set up a mutually convenient time for delivery.

At the moment we have a special offer with free mainland UK delivery for orders over £45. Please note that this does not cover large pieces of furniture, clearance items or the HAY Wardrobe.

For overseas clients, a £50 nominal charge is applied to your order at time of order. As prices change so frequently for overseas deliveries we work the delivery cost on an individual order basis. We will then either credit money back or let you know the additional cost if your delivery charges are different to the nominal £50.

 


 

Q: How long will it take for my order to arrive?

A: If it is in stock, is the right size to be sent via over night courier and is convenient to you, we can send it to arrive the next day (Monday to Friday). Due to any adverse weather or road conditions, this can be delayed slightly. Items not in stock take varying amounts of time to arrive. These vary between 2 days and to several weeks for some of our bespoke made furniture. We are here to advise you on lead times for specific pieces. Please note that the times indicated on our site can vary during holiday periods.

 


 

Q: How can we contact you?

A: There are several ways. By telephone - + 44 (0) 1482 649271 - from Monday to Friday from 9am to 5.30pm, Saturday from 9am to 5pm. We do not use a call answering service as we feel it important that you talk to someone who deals with the products everyday and can answer your enquiry quickly and efficiently. By email - innesonline@mac.com - we should get back to you quickly with any enquiry you may have. In person - you can pop into our showroom in Hessle Square, East Yorkshire.

 


 

Q: Who are Innes? Do you have a showroom?

A: Innes are a third generation family business that have been trading for over 60 years. We pride ourselves on customer service and try to make your experience with us as enjoyable as possible. We have an extensive showroom in the picturesque town of Hessle in East Yorkshire, where we display a large selection of contemporary furniture, lighting, gifts and art prints. Many of our manufacturers have showrooms in London and we can arrange appointments on your behalf if it is not convenient to travel to our showroom, and London would suit you better.

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Q: Can you source other products for me?

A: We try to offer a complete a service as possible and so if there is a specific item or brand that you are looking for, then please let us know and we will try to source this for you.

 


 

Q: Do you work on commercial projects as well as domestic ones?

A: Yes, we have a good wealth of experience in the commercial arena and assist clients all round the world in sourcing contemporary pieces at competitive prices. Please contact David Innes on davidinnes@mac.com for any commercial enquiry.

Our sister company, Innes Photographers, can even take highly creative shots of the end results ... More examples of this work can be found at this link ... www.innesphotographers.co.uk/portfolio/location/index.htm

 


 

Q: Do you ship abroad? How much will shipping cost?

A: Yes, we ship a lot abroad due to the weak sterling. As our product range is so diverse, we recommend that you email us with your full shipping address and the items that you are interested in and we will then contact our couriers to get the most competitive price for you. It may take a day or two to get these quotes in.

 


 

Q: Can I trust you? I am not used to buying on line.

A: As we are a family business that has traded for over 60 years, a great proportion of our business is repeat work. We try to go that extra length as we appreciate that we are retailing beautiful pieces that appeal to the discerning buyer and so always try to offer customer service that compliments this. This is easy for us to say and so below are some extracts from client emails that should hopefully put your mind at rest ...

Everything has just arrived and its all perfect. Thank you very much.
Very kind regards Nicole

Comment: I just wanted to let you know that the George Nelson wall clock arrived safely and that we are delighted with it.
Thank you for your care and attention in dealing with this order.
Best regards Derek

Received this item today. Absolutely delighted with it,and speed of delivery.
Thank you. Marian

this morning I've received the carpet (rug).
I'm very satisfied of the carpet and of the really fast shipping!!
thank you again Alessandro

The Beanbag arrived Sat afternoon. Thankyou for your excellent service and follow up call this morning.
Have a very merry Christmas and Happy New Year.
Kind regards Helen

Just a quick note to say I received the magazine rack last week and am extremely pleased with it; it was bought as we already have a Kartell Fly Light and it complements it perfectly.
Also, I would like to mention that I thought your customer service was excellent throughout the whole process.
Regards George

The 'bird' arrived today 15 March at 1400hrs.
Thank you for the excellent service, beautifully packed.
By far the best service of any company I have dealt with in UK.
RM-S

I just wanted to let you know that the three Tom Dixon pendants all arrived in perfect condition and we're very happy with them.
Great service too.
Thank you Sonia

Hi Julie.
The chairs have just arrived although I haven't got time to unpack them til later. The colour is even more gorgeous than I remember as it has been about 2 years! I'll let you know when I unpack them that they are ok.
:]   !! A very happy me!!

Thanks. Pleasure ordering from you. It was a swift and responsive process.
Best regards, Estrellita

Thank u sooo much .... It looks fab!
Debs

Good morning.
All arrived safely. Look fantastic.
Thanks for prompt service. Will be buying some vitra chairs from you when i have some spare cash in the new year.
Rich

The table looks great. Thanks for contacting me to confirm all is ok, very good customer service.
Kind regards, Clare

Very professional service – thank you very much – very appreciated and have a great weekend
Jon

Further to your telephone call this afternoon, I confirm receipt of the Robert Welch Carving Set.
Thanks for your prompt and efficient service.
Cheers Pat

Yes everything was fine and many thanks for your help and great service.
Regards Philip

The chairs arrived today safe and sound with DHL international. I have very pleased with your services as well as the over all shopping experience. The PK22 are just so great!
If you like to have feedback on what to improve (I have been working in the ebusiness space for multinational companies for number of years): What made me (as a first time shopper at your store) a bit hesitant in the first place, was that I hardly couldn't find any customer reviews and/or independent shop reviews across the net. I was searching quite a bit and couldn't find any third party source that was validating that your store actually was a solid and trustworthy store. The only "third party source" that I had to rely on, what that Fritz Hansen have you as an "independent retailer"...So, if you like to extend your customerbase, my recommend you to spend a bit more effort on visibillity of the trustworthness doing business with you...
All in all, I will return shopping with you ;-D
Cheers
Pär 
(This is something that we are working on and hope to be able to add a customer review section soon)

 

Just a brief e-mail to thank you for your superb service in dealing with my purchase of the "Little Friend Table" (Fritz Hansen). From the initial order through to the delivery today, the service has been excellent. The delivery (today at 6.55 a.m.) was brilliant. No waiting around at all.
Kind Regards
Derek

 

Yes,  thank you I have received my order. Many thanks. I am really pleased with my rugs.
Tommy

 

Thank you for your message! My order has arrived safely. And I´m very pleased with my purchase.
Thank you!
Kind regards
Noora


The table looks great. Thanks for contacting me to confirm all is ok, very good customer service.
Kind regards,
Clare


The table just arrived here in frankfurt and looks wonderful.
Thank you very much for your help during the process as I was a little frightened to order a table in great britain.
Greetings from Germany
Stephan


Delivery received ! Thank you very much for your help with my order, I shall go home this evening with a smile, as it feels like Christmas eve…….
All the best
Ian

 

I just wanted to say that my order of the 6 Air Chairs by Magis arrived this morning and how impressed I have been in dealing with your company and how flawlessly the order has been implemented - we renovated our house last year so experienced many many suppliers so know good service when we see it.
We shall definitely be checking out your site for any of our future needs.
Thank you
David


I recently placed an order with you for Iittala Ultima Glasses and managed to make a mess of the order! Throughout this whole process your staff on the end of the phone (Julie, June & Sam) have been wonderful. Even before I discovered that I had messed up the order the level of customer care had impressed me so much from these women that I had already mentioned it to my family.
I just wanted someone at Innes to know that they have really lovely and efficient staff who make it a delight to shop with Innes. Please let them know that I totally appreciate their level of care, efficiency and bright cheery manner in dealing with customers. Well done to them!
With all good wishes,
Mervyn


I guess by now you would've guessed that I've decided to keep the Georg Jensen jug.
I just like to express my thanks for your great customer service.  you've been the best online retailer that I've had the pleasure of shopping with.  I wish you all the best with your business.
kind regards
Ray

 

I don't often give feedback but I thought in this case that you deserve a special mention! I ordered some wine glasses from you for my friend's birthday. Unfortunately they were out of stock but you immediately rang me to check if the new delivery timings would be OK. When they came in stock, again I received a phone call to organise the exact delivery details. The wine glasses arrived exactly when you said they would and were very securely packaged. I've also just had another phone call to check that everything was OK. I just want to say thank you for not only being utterly professional but also being extrememly friendly and helpful. Such outstanding customer service is rarely seen nowadays and truely deserves credit. I will definitely be ordering from you agian in the future and will recommend you to friends, colleagues, and anyone else who will listen!!
Big Thanks,
One VERY happy customer.
Emma :)


 

I ordered the below Robert Welsh Knife set from you a week or so ago and I just wanted to say how impressed I was with the service. The item was delivered today and it absolutely beautiful. I thought the customer service I received when arranging delivery of the item was amazing and the 2 woman I spoke to were extremely helpful and pleasant - your staff are a credit to the company.
I look forward to shopping with you again.
Kind regards,
Paula

 

I just received my order today. In great condition ofcourse.... And for the weekend...Thank you very much for a very nice and easy transaction. Your service and email contact is top notch. Keep up the good work and i hope to do buiseness again someday.
Kind regards
Eric

 

Just to let you know my Windrush Candlesticks have arrived safely, and I am thrilled with them.
Many thanks for such an excellent service, sadly rarely seen these days, I will be recommending you to my friends.
Kindest Regards
Simon

 

I recently purchased a watch online from Ivor Innes, unfortunately after a couple of months the watch became faulty, I emailed them, they immediately responed and offered to replace the watch, no quibbles, no questions, just very helpful. I shop online from may different suppliers but can honestly say the customer service I received from them was first class. I will recommend them to eveyone I know.

 

My order has safely arrived in London today.
Many thanks for your excellent service and a happy Christmas to all at Innes.
Kind regards,
Lesley

 

The chairs and coffee table arrived yesterday, very lucky considering the weather and they are gorgeous very pleased... hoping the family can get here to christian it!!
Have a great Christmas and Happy New Year
Regards
Helen

 

I just wanted to say how pleased I am with my order and how you handled it.  It was a refreshing experience to be phoned up by a very pleasant person when I pleased my order to be asked about a convenient delivery day.  The parcel arrived really well wrapped and I am very pleased with it, it looks great.
I will definitely order from you again.
regards
Janet

 

Just wanted to say thanks for professional and efficient service - received candlesticks yesterday as promised.
Again thanks
Mark

 

Thanks so much for taking the trouble to call me about the Tom Dixon light, which is perfect and I’m enjoying using. In fact I still have the old light - minus cable – which I’ll hold on to as a piece of sculpture.
Thanks for sorting out this problem with such care and attention.
Best
Antony

 

I can confirm that the Coffee table arrived safely and that it looks fantastic.
I would also like to thank you for your excellent and professional service!
With kind regards
Henrik

 

We got the 2nd set of chairs we ordered from you this week and I wanted to drop you a quick email to tell you what a pleasure it was to deal with Innes.  Everyone there was so lovely and helpful, despite our indecisiveness.  It was such a joy to order from a company who give such personal attention to detail and have been so accommodating.  We will definitely be ordering from you in the future.  Keep up the good work.
Best,
Lee

 

Thank you for the call yesterday, just to confirm I did receive my order, and am delighted with it!

 

Sofa just arrived safe and sound. Its perfect - thanks!


The sofa was delivered to us today, and it really is stunning! ... Thank you very much, and we will definitely come back, the next time our budget allows for new furniture.
Best regards,
Niels

 

The 2 tables have arrived so many thanks for that and you are most certainly on our "to be recommended" list! ...and another thing...we have just been browsing your website and bought a print! Shopaholics for Innes now eh!
Best wishes

Nick

 

Yes the table arrived very promptly.
Thank you for such wonderful service!
Liz

 

I just wanted to say thank you for your excellent customer service. The item are great and Frankie simply loves them!!
Thank you once again, I will definitely be back.
 Regards
Alan

 

Just to say thank you for the excellent service! I received the chair this morning, delivered by your courier after 9.30am as requested. Now sat in the very, very comfortable and extremely beautiful chair typing this.
As a first time customer of Innes I will gladly recommend you to others and will certainly shop with you again.
Many thanks and kind regards,
Kev

 

I ordered the Tom Dixon mirror ball stand on Thursday.
Despite my many attempts to obtain assistance directly from the Tom Dixon people, I essentially had no way of checking the dimensions of the stand.
Thank you so much for all your assistance, excellent customer service and prompt delivery of the stand.
The stand looks absolutely fantastic and arrived on time also (despite the 24 hour notice).
Thank you!
Jafar

 

We got the 2nd set of chairs we ordered from you this week and I wanted to drop you a quick email to tell you what a pleasure it was to deal with Innes.  Everyone there was so lovely and helpful, despite our indecisiveness.  It was such a joy to order from a company who give such personal attention to detail and have been so accommodating.  We will definitely be ordering from you in the future.  Keep up the good work.
Best,
Lee


Many thanks
You are super efficient!
Michelle


I cannot fault your communications or service. Thanks. I can only recommend you to my friends.
Carolyn


thanks for the quick responses - i nearly had given up on internet shopping since so many retailers have no concept of customer service!!!  So far your help as been fantastic
rgds Alison


Firstly may I say on behalf of us both, how much we enjoyed our visit to your gallery, most impressive. The vase we bought is beautiful and already full of flowers.
We are going to measure up and discuss the logistics of storing the limited edition pieces we already have in our kitchen and get back to you in the next week or so.
Take care, Terry


The chairs have just arrived - they look fantastic!
Many thanks for such good service.
Regards...Peter


Thank you for your telephone call yesterday regarding the RW Oak Canteens. I consider this as excellent service.
We received the canteens safely - they were the best wrapped products we have ever had, and the quality of the canteens were excellent.
Well done!  What else do you sell?
God Bless


The chairs arrived today in very good condition.  They are great.
Thank you once again.
Regards Vasco


Great service - I have allready started to recommend your company/website to my friends and colleagues.
Looking forward to receive my fatboy.


Thanks for your messages-the lights have arrived, many thanks for your really good service.
Best wishes Jo

 

I just wanted to say THANK YOU so very much for the excellent service you and your staff at Innes provided. We are so happy with the sofa and the match is near perfect. Steve and I are down your way next weekend and note you have a gallery, I have seen a few peaces on the web site that I like. Are you open on Sundays?
Thanks again. Best wishes Jacqueline

 

That's great news! Super service! The chair colour is white and they will sit on a tiled floor.
Thanks for all your help.
Lucy

 

How exciting! And thank you for all the phone calls and emails keeping me in touch. I appreciate it. Can’t wait to get it.
Best wishes
Jo


Hi, if we ordered 4 of these wall lights can you do us a deal ? I have ordered from you before and i remember you are so amazing how you run things . I have ordered from other companies and nobody rings back , i remembered your team are so good
Many thanks Keely

 

Yes thank you, my package arrived safely yesterday. The items are perfect. Thanks for taking the time out to send it by regular post and will definitely be doing business with you in the future.
Many Thanks,   
Adam.

 

Purchased a demo set of a Saarinen Oak Dining Table and 4 Eames plastic chairs through David and the whole experience was truly pleasant. As I stay in Singapore, there was the added complexity of getting this set crated and shipped over but David provided excellent service and support in obtaining a freight company and handling all the shipping issues. The set arrived in great condition and I am really happy with Innes on such a large ticket transaction.
Kind regards, Weiming, Singapore

 

and sometimes when things go wrong with deliveries that are beyond our control, we are always there to sort it out ...

I just wanted to thank you and everyone at Innes for seeing through my Noguchi table drama to it's conclusion, and also for the generous gift of the Georg Jensen decanter, which arrived yesterday.
My new house is nearly completely decorated so I don't expect any more big purchases for a while, but rest assured I'd choose Innes again without hesitation (though maybe we'll see if there's a way to do it without WrapnSend?!). It comes as such a welcome surprise to see such attentive follow-up from Small-Medium Enterprises in this age of piled-high, rock bottom chain stores!
With kindest regards and best wishes for a prosperous 2010.

 


Q: Do you have any independent evidence of your good service?

A: Yes we do, but these are quite old. We are in the process of setting up an independant review of our products and service that allows real time reviews and will be really useful for our clients.

In the meantime An industry leading magazine New Media Age, conducted a review of our site in Christmas 2009 - a very busy time of year for us - and the results were published in their magazine on 7 January 2010. An undercover reporter bought a gift from us and rated us 4 out of 5 with following comments: An easy-to-use site with very efficient service. The full article can be read by clicking the button below.

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A: A local design feature reporter, who conducted an undercover visit to our store in Hessle on 04 September 2010. As a fan of contemporary design, it is easy to get carried away with a shop like Innes, but I am sure that within the store's walls there is something to appeal to everyone.The full article can be read by clicking the button below.

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