Frequently Asked Questions (FAQs)
Welcome to the inerra.co.uk FAQ page. Here you will find answers to the most commonly asked questions about our products, services, and company policies. If you have any other questions, feel free to contact us directly.
General Questions
What is Inerra?
Inerra is a provider of high-quality floristry, packaging, craft and garden products. Inerra is a trading name of Gem Supplies International Ltd.
Where are you located?
We are located in Billingham, Teesside, and we ship our products to all postcodes within the UK.
How can I contact Inerra?
You can reach us via email at enquiries@inerra.co.uk or call us at 01642 561278. Our customer services is available Monday to Friday, 9 am to 5 pm.
Do I need an account to place an order?
No. But we recommend creating one after you place an order so that you can save your addresses in your account and build reward points.
Is there a minimum order?
No, regardless of order size we'll process and ship it as soon as possible.
Do you sell to the general public?
Yes, simply add to basket and proceed to checkout
Products
What types of products do you offer?
We offer a wide range of products for home and garden, including artificial flowers, ribbon, florist packaging, memorial supplies, sundries, greenery, bags, boxes, craft products and wreath supplies.
Are your products eco-friendly?
Products which are biodegradable, recycled, FSC etc is displayed on the product page.
How do I use my reward points?
If you have reward points in your account, you will be prompted at checkout if you would like to use them. Please see our rewards points terms on our terms and conditions for further information.
Orders
How do I place an order?
You can place an order directly on our website. Simply add the desired items to your cart and follow the checkout process.
Can we visit you?
We are online only, and have a click and collect service at checkout. If you would like to collect your order from us, just choose collection at checkout. We'll send you an email when its ready (usually within half an hour during normal office hours)
Can I cancel or modify my order?
Please contact our customer services as soon as possible to request changes.
How can I track my order?
Once your order has shipped, you will receive updates from the courier.
How long does it take to dispatch?
If you order before 2pm Monday to Friday, it will be dispatched the same day via your chosen delivery option. During the busy Christmas period, it may take an extra few hours to dispatch.
Bulk Ordering
If you would like to bulk order a product which is showing low stock on our website, please contact us
Shipping
What are your shipping options?
We offer economy, standard and next day shipping options. Shipping times and costs vary based on the delivery location and the size of your order.
Do you ship internationally?
Currently, we only ship within the UK.
How long will it take to receive my order?
Standard shipping typically takes 2-3 business days, while express shipping takes 1-2 business days. Delivery times may vary based on your location. We also offer next day and Saturday delivery.
Returns and Exchanges
What is your return policy?
We accept returns within 30 days of delivery. Items must be in their original condition and packaging. Please visit our Returns Page for detailed instructions.
How do I initiate a return or exchange?
To initiate a return or exchange, please contact our customer service team with your order number and reason for return. We will provide you with further instructions.
How long does it take to process a return?
Once we receive your returned item, we will process the refund within 5-7 business days. You will receive a confirmation email once the refund has been issued.
Account and Privacy
Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account allows you to track your orders, save your preferences, and enjoy a faster checkout process.
Can I view previous orders?
Yes, in your account is your full order history, addresses and re-order options. You can also view your current rewards points balance and update your personal information.
How do I create an account?
You can create an account by clicking the "Sign Up" button on our website and filling out the required information.
Is my personal information secure?
Yes, we take your privacy seriously. Our website uses advanced security measures to protect your personal information. Please review our Privacy Policy for more details.
Promotions and Discounts
Do you offer any discounts?
We offer various promotions and discounts throughout the year. These will be displayed on the product page.
Can I use multiple discount codes on one order?
Only one discount code can be applied per order. Discount codes can be combined with other promotions.
How do I apply a discount code?
Enter your discount code at checkout in the designated field, and the discount will be applied to your total.