FAQ

ABOUT TH20.COM

WHAT IS TREASURE HOUSE 20.COM?
TREASURE HOUSE 20.com is the online destination to discover and shop Home Décor. At TreasureHouse20.com you can enjoy a curated edit of the most beautiful home décor accessories and unrivalled personal service. To find out more about the company, you can visit our About Us page.

WHAT IS YOUR ADDRESS?
Our office address is: Treasure House 20.com Ltd, 226 Fulham Road, London SW10 9NB.

WHAT IS YOUR PHONE NUMBER?
You can contact us by phone on +44 07961706536.

I'VE FORGOTTEN MY PASSWORD
To reset your password click here. If you still have problems email our team at info@treasurehouse20.com or call +44 07961706536.

HOW DO I CHANGE MY EMAIL SETTINGS?
You can unsubscribe from our emails by clicking the unsubscribe link at the bottom of our emails. Alternatively, you can visit your account settings page at any time.

HOW DO I CHANGE MY ACCOUNT SETTING?
To change your account settings or personal details, you can log in to your Treasure House 20 account and visit your account settings page at any time.

WILL I GET SPAMMED BY EMAIL?
To ensure that our customers are kept up to date and don't miss out on the latest products, we send a maximum of two emails per week. We never share our data with third parties and your data is kept secure. For more information visit our Privacy Policy page.

WHAT IS DÉCOR-COLLECTION?
Décor - Collections are TH20’s curated seasonal looks highlighting beautiful pieces from around the world.

WHAT IS THE ‘HEART’ BUTTON?
If you see something on the site that you love, you can click or tap the ‘heart’ button to save it in your Personal Shop which you can visit at any time via the navigation bar.


SHOPPING


WHICH PRODUCTS DO YOU SELL?
We sell a curated selection of fine Home Décor products selected from around the world.

CAN I ORDER BY TELEPHONE?
Yes, you can. To place an order by phone please call our team on +44 07961706536. Our Customer Experience Team are based in London and our contact hours are: Weekdays 9am–6pm GMT

DO YOU HAVE A SHOWROOM?
As an internet-only retailer we do not have a showroom at this time.

CAN I SAVE ITEMS FOR LATER?
Yes – simply click the ‘Heart’ button which you see in the right of each product. You will be able to revisit your selection of loved products in your Personal Shop at any time.

DO THINGS SELL OUT?
Yes. Although many of our products are held in stock, some items are seasonal and may not be continued once we have sold out.

DO YOU HAVE SEASONAL SALES?
Yes, we have two seasonal sales – during spring/summer and autumn/winter. Exact dates of these will be advertised near the time. Only selected lines will be available in the sale and, due to the limited nature of our ranges, we cannot guarantee that an item will still be available for purchase late in the season. We also have occasional exclusive promotions for those signed up to our newsletter. Be sure to sign up to our newsletter at the foot of this page to be notified of these.

CAN I CANCEL OR CHANGE MY ORDER ONCE IT IS PLACED?
Yes, you have the right to cancel your order with us, you are entitled to cancel your order prior to dispatch and we also offer a 14 day returns policy. You can do so by emailing us at info@treasurehouse20.com. Please refer to our Returns Policy for further information.

CAN’T FIND WHAT YOU ARE LOOKING FOR?
If you can’t find what you are looking for, please contact our team who will be happy to help you. Just email info@treasurehouse20.com

CAN I HAVE MY ORDER GIFT WRAPPED?
We currently do not offer gift wrapping on our items, however TreasureHouse20.com takes pride in the way that orders reach you and, depending on the item, your order will arrive in the appropriate packaging.

PAYMENT

WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit and debit cards including Visa, MasterCard and American Express. We can also accept direct bank transfers and PayPal with certain orders. Please contact info@treasurehouse20.com for more information.

IS SHOPPING ON TREASURE HOUSE 20.COM SECURE?
Shopping with TreasureHouse20 is 100% secure and your information will never be shared with any third parties.

WHEN WILL I BE CHARGED?
Your card will be charged once you have completed your order. This may take a few days as per standard banking processes.

DO PRICES INCLUDE VAT?
All prices quoted on our website are inclusive of UK sales tax (VAT) at the current rate. If your order is being dispatched to a destination outside the UK, please contact info@treasurehouse20.com.

HOW MUCH IS UK MAINLAND SHIPPING?
We are happy to offer complimentary UK mainland shipping on all orders of £50 or more. On orders of less than £50 the charges are as follows:
Standard shipping 3 to 5 days £3.95
Tracked 48 hrs with signature £5.10
Next Day Delivery £6.50

DO YOU OFFER INTERNATIONAL SHIPPING?
Yes. For France, Spain, Portugal, Germany, Austria, Holland, Luxembourg, Belgium, Italy and Switzerland. If your country is not on the list then please contact info@treasurehouse20.com and we will do our best to assist you.

When placing international orders, please be aware that there will be additional delivery charges. We will calculate these once you have placed your order and inform you via email. We would advise contacting us before you place your order to confirm the shipping costs.

Please be aware that international deliveries may incur local import duties which we have no control over and are not able to predict in advance. Any local import duties and taxes will be the responsibility of the recipient of the goods.

I NEED A SOMETHING URGENTLY. CAN YOU HELP ME?
If you need a product urgently, please contact info@treasurehouse20.com or call +44 07961706536 and we will do our best to assist you. Our Customer Experience Team are based in London and our contact hours are: Weekdays 9am–6pm GMT

HOW WILL I KNOW WHEN MY ORDER HAS SHIPPED?
Once an order has been shipped you will be notified by email and/or text message

PART OF MY ORDER IS MISSING?
At times we don't send out a complete order since different items purchased may arrive at our warehouse at different times. Please check your delivery note to see if any of your items will be arriving separately.

If the delivery note says an item should be in your parcel but it isn't, please contact our Customer Services team on info@treasurehouse20.com or call us on +44 07961706536.

WHAT IF I HAVE RECEIVED AN INCORRECT ITEM?
If you have received an incorrect item in your order, please contact our Customer Service team and we will organise a free collection service to pick the item up from you. Wherever possible, we will endeavour to organise a replacement item for you. To contact Customer Service please email info@treasurehouse20.com or call us on +44 07961706536.

REFUNDS AND RETURNS WHAT IS YOUR RETURNS POLICY?
Our simple returns policy means that you can shop with peace of mind at TreasureHouse20.com If for any reason you are not satisfied with your purchase you can return your goods within 14 days of receipt and we will be happy to offer you a refund excluding the original cost of delivery. This is on condition that the products are returned complete, in perfect condition, unused and with the original packaging at your own cost of postage.

HOW DO I RETURN GOODS?
Please note that returns will only be accepted in the original packaging in a saleable condition. When organising a return, please send the item with care, using a trackable service to ensure that it reaches us without damage to: Treasure House 20.com Ltd 226 Fulham Road, London SW10 9NB

WHAT HAPPENS WITH FAULTY OR DAMAGED ITEMS?
In the event that your order arrives in a faulty or damaged condition, please contact us within 48 hours or before sign off by email or phone. We will ask you to email a photograph of the damage along with a brief description to be sent to info@treasurehouse20.com.

Please note that without the correct information and images we will be unable to assess items for you. TreasureHouse20 is happy to arrange the collection of return of any damaged or faulty goods. Once we have received the return it will be inspected, and repair or replacement will be arranged at our expense.

HOW LONG DO REFUNDS TAKE?
A typical refund will take up to 21 days, that’s 14 days you returning and us processing it, with up to 7 days for it to make its way through the banking system. Once we have received the goods It can be up to 7 days from this point for item to be received into the TreasureHouse20 warehouse, where it will be processed and refunded.

You will receive an email when this has happened, from this it’s up to 7 days to show in your bank statement, this is dependent on your banks processing time. The refund will go back to the payment method you used when placing your order, once we've done our bit you'll get an email confirming it’s on its way.

If you've waited more than 14 days from the day you returned your item and have received no email from us then please get in touch by going to the 'Contact Us' tab on this page.