Frequently Asked
1. General & Business Information
Q: Who operates tidycounterlab?
A: tidycounterlab is a retail brand owned and operated by Tidy Counter Homeware Ltd., a company registered in England and Wales. We specialise in practical culinary organization solutions, including pan lid racks, chopping board holders, cutlery drainers, and kitchen shelving units.
Q: Which geographic regions do you serve?
A: We sell and ship exclusively to retail customers located within Europe.
2. Payment Methods & Processing
Q: What payment options do you accept?
A: We support a wide range of standard digital checkout options for your convenience. We accept major credit and debit cards, including Visa, Mastercard, and American Express, as well as digital wallets including Apple Pay and Google Pay.
Q: Is my payment information processed securely?
A: Yes. All payments rendered on our store are processed through encrypted electronic checkout standards. Card credentials and sensitive transactional authentication data are managed directly through specialized payment handling services and are not stored on our internal servers.
3. Shipping, Logistics & Delivery
Q: What are your order processing and transit times?
A:
- Order Processing Time: Placed orders require 1 to 2 business days for order verification, protective packaging, and dispatch setup.
- Estimated Transit Time: Standard delivery across European destinations estimatedly takes between 5 and 12 business days following dispatch.
Q: Which carriers do you use for shipping?
A: We partner with established international delivery services, including DHL Priority, FedEx Priority, and UPS Priority, to ensure reliable order transport across Europe.
Q: How can I track my shipment?
A: Automated email notifications will be sent to the email address provided at checkout at key operational milestones—including order dispatch, carrier transit hub arrival, and local out-for-delivery updates—allowing you to follow every step of your order’s delivery journey.
Q: What happens if my order exceeds the standard transit timeframe?
A: If your delivery exceeds the estimated 12 business days, please contact our support team at console@tidycounterlab.com. We will initiate an inquiry with the designated carrier and, depending on the status of the investigation, issue either a full refund or a replacement shipment.
4. Returns, Cancellations & Refunds
Q: What is your cancellation and return policy under European law?
A: In compliance with European consumer rights legislation, customers in the UK and Europe hold a statutory 14-day Right of Withdrawal. You may cancel and return your purchase without specifying any reason within 14 days from the date you receive physical possession of the items.
Q: How do I initiate a return under the 14-day Right of Withdrawal?
A: To exercise your right of withdrawal, please notify our customer support team in writing at console@tidycounterlab.com prior to the end of the 14-day cancellation window. Return instructions will be provided upon receipt of your email.
Q: What should I do if my item arrives damaged or defective?
A: If an item arrives damaged or faulty, please contact us immediately via email at console@tidycounterlab.com. To simplify the process, you are not required to ship back damaged items; simply provide clear photographic evidence demonstrating the defect via email. Upon verification, we will issue a full refund or send a free replacement order.
5. Customer Support Contact
Q: How can I contact customer support?
A: You can reach our customer support team using the following contact details:
- Email: console@tidycounterlab.com
- Telephone: +44 1484 964527
- Company Name: Tidy Counter Homeware Ltd.
- Brand Name: tidycounterlab
- Registered Address: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom