Customer support

Yes, you can still order on our website site as usual and orders will be delivered following safety guidelines.  For more information, please see our full COVID-19 update.

No, to keep our prices low, we sell exclusively online, without costly showrooms. This is how we can offer such great savings on our products. We can, however, provide samples of tiles, wall panels and furniture colour. If you're looking to order and need help please chat to us.

We understand you have questions from time to time and to answer them as effectively as possible, we have FAQs and Help Centre articles covering the most popular topics.   If you still have a query, please chat to us and our helpful chatbot Victoria can point you in the right direction, connecting you to our Customer Care Team if needed.   To safeguard our Customer Care Team and provide the most effective support possible, we switched from an office-based call centre to a home-working Live Chat team.

You can sign in to your account, allowing you to retrieve saved baskets from any device, track, cancel and return orders, and download invoices and installation guides.    If you placed an order as a guest, you can create an account using the same email address and this will allow you to manage any existing orders.    If you’ve forgotten your password, you can request a password reset.   

Sign up to our newsletter to be the first to find out about all our exclusive discount codes. As a thank you, you’ll also receive a code which gets you £20 off your first order. We’re also proud to support NHS workers with an exclusive discount.  Find out more about the discounts we offer by reading the following articles: Victoria Plum discount codes NHS staff exclusive discount   Using a discount code is easy and you can do this on the basket page.

We work hard to ensure that you'll be pleased with both your purchase and the service you've received. However, if there is something you're unhappy with, please check our terms and conditions to see if there's something we might have missed. https://victoriaplum.com/pages/terms-and-conditions 

On the rare occasion that any of your items are incorrect, missing or arrived damaged, please chat to us as soon as possible and we will do our best to rectify the situation quickly and to your satisfaction.   For more details, including reporting time periods, view our returns policy on missing or damaged items.  

We'll always try to issue refunds as soon as possible and, at most, within 14 days of receiving your returned items.  Due to COVID-19 safety precautions, we're operating with reduced hours and staff, so in some cases it may take longer. If you have not received your refund after 14 days, please chat to us and one of our friendly customer care advisors will help you.   

 In the rare instance, where your order cannot be delivered on your scheduled delivery date, we will contact you and reschedule for a date suitable for you. If your order was due to arrive and has not been delivered, please contact us using Live Chat as soon as possible and our customer care team will investigate for you. If your order is being delivered by a trusted delivery partner, it may be best for you to contact them directly, however, we will be happy to help and look into this for you.