Frequently Asked Questions (FAQ's)

General Site FAQ's

1. How do I log in?
2. How do I log out?
3. How do I contact IQ Living?
4. Why am I not receiving emails from IQ Living?

Ordering

5. How to place an order?
6. How to cancel an order?
7. Payment Options & VAT

Dispatch and Delivery

8. How to check the status of your order
9. There's a Problem with a Delivery I've Received
10. Delivery Rates
11. Courier procedure
12. Home Delivery procedure

Returns and Refunds

13. How do I Return an unwanted Item?
14. How do I advise of a damaged item?
15. How do I advise of a faulty item?

Manage Your Account

16. I have forgotten my password
17. How do I log out of IQ Living?
18. How do I amend an order?
19. How do I amend my account details?

Security & Privacy

20. Website terms and conditions
21. Online security
22. Consumer terms and conditions

Useful Information

23. Bathroom Checklist

1. How do I log in?

To log in to IQ Living simply click on the 'log in' link located in the top left hand corner of the screen. You will always be asked to log in when accessing the account pages of the site. Back to top

2. How do I log out?

Should you wish to log out of IQ Living at any time simply click the 'log out' link located in the top left hand corner of the screen. Once this has been clicked your name should disappear from the top left hand corner where it reads 'Welcome back...'

If you use a shared or public computer to shop at IQ Living, you should log out to prevent other users from accessing your personal information. Back to top

3. How do I contact IQ Living?

To best serve you in answering your question quickly, we have compiled a list of frequently asked questions as a means of providing the answers you require. Firstly, choose the topical link on this page that best describes your question. From this page read through the frequently asked questions listed and click any of the links to read the corresponding answer. If your question is not addressed click on the Contact Us page where details on how to contact us via email or phone can be found and where one of our customer service advisors will be happy to help.

Note: For security reasons, we can only send a reply to the e-mail address associated with your account. If your e-mail address has changed you should change the e-mail address associated with your account. We cannot provide you with information about another customer's account, even if they are a relative. Back to top

4. Why am I not receiving emails from IQ Living?

If you've tried to contact us in the past but didn't receive a reply, your ISP or email program may be blocking emails from IQ Living. Try consulting your email program's help pages to find out how to change or remove the settings that filter or block emails. It may also be worth contacting your Internet Service Provider or System Administrator to ask them why you're not receiving IQ Living emails. Back to top

Ordering

5. How to place an order?

Placing an order with IQ Living is easy. There's no need to create an account first as one will be created automatically when placing your first order online or by phone.

Here are the steps you need to follow to place an order. If you have any problems when following these steps, please see the Contact Us page.

1. Find the Products You Want
2. Add the Items to Your Basket
3. Proceed to Checkout
4. Sign In/Create a New Account
5. Enter a Delivery Address
6. Provide Payment Information
7. Review and Submit Your Order
8. Check Your Order Status

5.1. Find the Products You Want

Firstly, you will need to browse for the products you would like to order at IQ Living. You have the ability to search by keywords, located in the top left hand corner, or searching via categories located in the left hand navigation, the top navigation or the main body of the page. On finding a product that interests you click on the image or title of the product to be taken to the product detail page for further information, images and downloads of the product. Back to top

5.2. Add the Items to Your Basket

If you want to order an item from IQ Living, click the "Add to Shopping Basket" button on the item's product detail page. Once you've added an item to your Shopping Basket, keep searching or browsing until your basket contains all of the items you wish to order. You can access the contents of your Shopping Basket at any time by clicking the "Your Basket" link located in the top right hand corner of our website. Back to top

5.3. Proceed to Checkout

Please take a moment to review all of the items you've placed in your "Shopping Basket". If you decide that you don't want to purchase a particular item you can remove it by clicking the remove icon in the basket. The item will now be removed from your basket.

When you're ready to place an order click "Checkout" located in the bottom right of basket and you will be taken to the first page of the order form.

The instructions below outline each step of our online order form. If at any point you encounter any difficulties or receive any error messages, please see the Contact Us page of the website. Back to top

5.4. Sign In/Create a New Account

Enter your e-mail address. (Keep in mind that the e-mail address you provide here will be the only e-mail address to which we can send information about subsequent orders.) If you are a new customer then please indicate accordingly and you will be asked to create a password and enter all your contact details on the following page. If you are an existing customer simply enter your password and click "Sign In". Back to top

5.5. Enter a Delivery Address

The system will automatically select the contact address stored within IQ Living as the default delivery address. If you wish to change this please select edit where you will be given the opportunity to select a previously saved address or enter a new one.

For details on where IQ Living will deliver to, please see our Delivery Information pages. Back to top

5.6. Provide Payment Information

Next, let us know how you would like to pay for your order. We accept Visa, Delta, Visa Electron, MasterCard, Maestro and Solo as payment. All orders must be paid for in full in order for them to be dispatched from our warehouse. Simply enter your credit card number omitting any spaces or dashes.

Please be aware that IQ Living does not accept American Express, cheques, postal orders, Eurocheques, cash in any currency, book tokens, or purchase orders. Back to top

5.7. Review and Submit Your Order

Please check the accuracy of all the information you have provided and make any necessary adjustments. When you are ready, click the "Place Your Order" button to submit your order, from which an order confirmation message will be displayed on screen and an email confirming your order will be sent to you in due course. You will be kept up to date with the progress of your order and for Home Delivery orders you will receive a phone call from one of our customer service representatives to arrange a convenient delivery date with you. Back to top

5.8. Check Your Order Status

To check the status of your order please see how to place an order. Back to top

6. How to cancel an order

Where an order has yet to enter the dispatch process, amendments and cancellations can be made by contacting IQ Living on 0845 270 9835. To check the status of your order prior to calling us, visit the "View Order History" section of "My Account". Here you will see the order status for each order placed with IQ Living. Providing this has not been Released for Dispatch then you will have the opportunity to cancel your order with one of our advisors.

Where you wish to cancel an order that has entered the dispatch process please refer to the IQ Living Returns Policy.

Should you have any further questions regarding this process feel free to contact IQ Living, where an advisor will be happy to help. Back to top

7. Payment Options & VAT

IQ Living accepts the following credit cards; Visa, Delta, Visa Electron, MasterCard, Eurocard, Maestro and Solo

We do not accept:
American Express
Cheques or postal orders
Eurocheques
Cash in any currency
Book tokens
Purchase orders

Security: We are confident about the transaction security we offer and back up every purchase made online with our online security policy. Back to top

Dispatch and Delivery

8. How to check the status of your order

If you recently placed an order and you're wondering why you haven't received it yet, you should first check whether we've dispatched it to you. Visit the "View Order History" section of "My Account". Here you will see the order status for each order placed with IQ Living.

Note: If you can't find the order in "Your Account", it may be that you didn't place it. Click "View Basket" at the top of any page and see if the items you wanted to order are still there. If they are, click the "Proceed to Checkout" button and place your order. If you can't find the order in "Your Account" or in your "Shopping Basket", please check whether you have ordered using a different e-mail address, or the same e-mail address with a different password.

On Hold
This means your order hasn't yet entered the dispatch process. Once your order has been readied for dispatch you will receive a confirmation email and the status of the order will be changed to Released for Dispatch. Should you have any queries regarding your order feel free to contact IQ Living.

Released For Dispatched
This means your order has entered the dispatch process. It will leave our warehouse as soon as it is ready and be delivered via courier or directly depending on the type of delivery. A tracking number can be provided for Courier deliveries whilst an IQ Living Customer Service Advisor will contact you to arrange all Home Delivery orders.

Dispatched
This means your order left our warehouse on the date specified.

Despite our best efforts, there can sometimes be unforeseen delivery delays.

For all Courier deliveries you can check its progress using the relevant parcel tracking number, available from IQ Living. Should you have any problems in locating your parcel please call us and we will do our best to locate it.

For any queries regarding your Home Delivery please call us to discuss. You will be notified of any changes to your Home Delivery in advance of the proposed delivery date. Back to top

9. There's a Problem with a Delivery I've Received

What's the problem?

1. My item is damaged or defective
2. I haven't received everything I ordered
3. I have ordered the wrong item(s) and want to return it
4. I have received the wrong item(s)
5. My order hasn't arrived

9.1. My item is damaged or defective

Should you receive a damaged or defective item please refer to the Returns and Refunds section of the FAQ pages. Back to top

9.2. I haven't received everything I ordered

Whilst we make every attempt to dispatch all items in one delivery it is not always possible. Should you have any problems with this please Contact Us. For all Home Deliveries we will inform you of a Split Delivery in advance of the proposed delivery date enabling you to either defer delivery until all items are in stock or to accept part deliveries as per your wish. Should there be any issues with your delivery please call us. Back to top

9.3. I have ordered the wrong item(s) and want to return it

Please refer to the Returns and Refunds section of the FAQ pages. Back to top

9.4. I have received the wrong item(s)

As soon as you find out an incorrect item has been sent please call us where we can arrange for the item to be returned to us, at no cost to you, and a replacement to be sent to you as soon as we can. Back to top

9.5. My order hasn't arrived

Check the How to check the status of your order section to check the progress of your order. Back to top

10. Delivery Rates

For a comprehensive list of delivery rates across the UK please see our Delivery Information page. Back to top

11. Courier procedure

Courier orders will typically be dispatched within 5 working days of the order being placed. Should you have any questions regarding your delivery from IQ Living or wish to be able to identify its current status then please Contact Us, where a member of the IQ Living Customer Service Team will be able to help you and provide the relevant tracking numbers in order to locate your order. Back to top

12. Home Delivery procedure

Scheduling

Home delivery orders are typically scheduled for delivery within 5 working days of receipt of order (dependent upon stock availability), however in some cases, delivery can occur much more quickly if there are free delivery slots available. On IQ Living contacting you to arrange delivery the following information is obtained and logged by our Contact Centre:

- Any special requests (i.e. a call 1 hour before delivery)
- Any access constraints (e.g. parking, loading, etc)
- Any information that will help the driver find your home

Please note that IQ Living does not currently offer timeslots for home delivery, however customer’s requests are noted on a “best endeavours” basis.

After the delivery has been scheduled you will automatically receive an SMS text message highlighting the delivery details, including IQ Living's contact details in the event of any further enquiries.

Delivery

Delivery will take place on the nominated day between 8am and 6pm, Monday to Friday. The standard IQ Living home delivery service comprises of a one man delivery to the point of entry to the property only. This means that the driver will deliver the product to your front door, side door or garage and place the product inside the property just over the threshold. Please note that for Health & Safety reasons, our drivers are not able to accept any assistance from members of the public.

IQ Living reserves the right to refuse delivery to locations which are judged to be inaccessible for a one-man delivery using a 7.5 tonne truck. The dimensions for a 7.5 tonne truck are roughly 10.5 metres (32 feet) in length and 2.5 metres (8 feet) in width. This includes locations with parking/waiting restrictions, height restrictions, steep slopes and excessive steps.

In the event that you are not at home to take delivery and no alternative delivery arrangements have been pre-agreed, a card will be left with the IQ Living Contact Centre details to rearrange delivery. Please note that IQ Living reserves the right to levy a failed delivery charge in circumstances where we have been unable to deliver goods due to access issues, or in being unavailable on multiple occasions.
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Returns and Refunds

13. How do I Return an unwanted Item?

Please see our return of goods policy page. Back to top

14. How do I advise of a damaged item?

Please see our return of goods policy page. Back to top

15. How do I advise of a faulty item?

Please see our return of goods policy page. Back to top

Manage Your Account

16. I have forgotten my password

If you have forgotten your password when attempting to log in simply click the "forgotten your password?" link in the left hand navigation of the log in page. You will then be asked to enter your email address and your password will be emailed to you in return. Back to top

17. How do I log out of IQ Living?

Should you wish to log out of IQ Living at any time simply click the "log out" link located in the top left hand corner of the screen.

Once this has been clicked your name should disappear from the top left hand corner where it reads 'Welcome back...'

If you use a shared or public computer to shop at IQ Living, you should log out to prevent other users from accessing personal information. Back to top

18. How do I amend an order?

The quickest way to change an order is via the IQ Living website. As long as the order is open, you can make changes. Alternatively you can contact IQ Living.

What's an "open" order?
An order is considered to be open if it hasn't entered the dispatch process and remains on the shelf in our warehouse.

To find out if your order is open, visit the "View Order History" section of "My Account". Here you will see the order status for each order placed with IQ Living. Any order defined as being Released for Dispatch is not considered an open order.

Unfortunately we are unable to make any changes to orders that have already entered the dispatch process. If you would like to return any items to us after delivery, see our Returns and Refunds section. Back to top

19. How do I amend my account details?

To change any of your account information or review current orders click the appropriate link in the left hand navigation of the account homepage. Back to top

Security & Privacy

20. Website terms and conditions

Please see our website terms and conditions page. Back to top

21. Online security

Please see our online security page. Back to top

22. Consumer terms and conditions

Please see our website terms and conditions page. Back to top

Useful Information

23. Bathroom Checklist

For additional information on choosing the right type of product for your bathroom, en suite or cloakroom please see the Bathroom Checklist page. Back to top