FAQs

How do I track an order?

If you would like to track your order please email us at sales@scenepreston.com with your order number/contact details & we will send you the tracking info once the order has been dispatched.

Can I exchange for a different size?

If you would like to change the size please email sales@scenepreston.com with your order details. If you want to exchange the size before we have dispatched your order, then please notify us as soon as possible as we only have a small time frame in which to make any changes.

What if my order is incomplete or incorrect?

We would firstly like to apologise for this. Please contact us immediately either by email or phone so we can resolve the issue.

If you selected the order to be left in a SAFEPLACE, Scene are not held responsible for any loss or damages.

What if my item is faulty?

We would firstly like to apologise for this. Please email us with your order number, contact details & some detailed pictures of the fault we will then advise on how to proceed.

How do I cancel or change an order?

If the item has not already been dispatched the quickest way to cancel or change an order is to email or call the shop. Please note we have small time frame in which to do this in, so please contact us as soon as possible.

How long does it take to process my order?

Orders placed before 3:30pm Monday to Friday will be processed the same day. Any orders placed after this time will be processed the following day.

How do I get more detailed information on the size of an item?

If you are unsure of the sizing of an item we are more than happy to help out by taking any measurements of items for you, just give us a quick email or phone call with your query.

Can I order something online and collect in-store?

There is an option to select in-store collection when placing your order. If you missed this then we advise you email or call us asap so we can change this.

How long does it take to receive a refund?

It can take up to 5 working days to receive your refund depending on which bank you use. If your refund is still not showing after this time please contact so we can look into this.

What payments do you accept?

We accept all major cards payments & PayPal payments.

Is your website secure?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment

How long will my order take to arrive?

This depends on what Delivery Service you selected. If you selected the Free UK shipping service it can take up-to 3-4 working days to arrive at its destination. Our 48hour priority service can take up-to 1-2 days to arrive with you & our 24 hour Next Day service is aimed to be with the next working day. (Please note any orders placed after 3:30pm on our Next Day service Monday to Friday or over the weekend, will be dispatched the next working day. Please also note that ‘Next Day’ orders, placed on a Friday, are NOT guaranteed for Saturday delivery and will usually arrive the following Monday).

What do I do if my order is late?

If you order is late or has arrived late please contact us as soon as possible so we can look into why it is late.

What are the international shipping & custom charges?

Please be aware that certain countries charge fees for imported goods. These fees are beyond the control of Scene Preston and regulated by your country’s national import office. These charges must be paid by the recipient of the parcel.

Charges differ from country to country and may vary depending on product type & order value. Please consult your country’s documented guidelines for further information.

Worldwide shipping is available where possible. In most circumstances we use Royal Mail international signed for, or Air sure services. Delivery times differ depending on destination. Most items are delivered with in 7 – 15 working days. Postage costs will be calculated at the checkout by the weight of your item/items and added to the total cost.

Please note a signature may be required upon receipt of your item. If a signature cannot be obtained a card will be left detailing re-delivery information, or the address of your local depot for collection

What is the cost of delivery?

Free UK Delivery on all orders over £50 – (2-4 day delivery).

Free UK next day delivery on orders over £80.

Orders under £50 are charged at £3.00 – (2-4 day delivery).

Upgrade your order to next day 24 Hour shipping for £4.

Free International shipping on orders over £100.

Europe – £10 flat rate for orders under £100.

Rest of world – £15 flat rate for orders under £100.

Please note a signature may be required upon receipt of your item. If a signature cannot be obtained a card will be left detailing re-delivery information, or the address of your local depot for collection.

What if I have given you the wrong address?

If you have given us the wrong address details then we need to know as soon as possible so we can get the correct details from you.

Please note Scene will not be held responsible for any incorrect delivery addresses details given at the check out i.e. postcodes, house names etc once we have dispatched the items.

The safety and security of the delivery address is the responsibility of the recipient. Scene will not be held liable for falsified signatures, stolen items or deliveries to unsecured university halls.

 

*Please note that ‘next day’ orders, placed on a Friday, are NOT guaranteed for Saturday delivery and will usually arrive the following Monday

What is your returns policy?

To qualify for a refund, all items must be returned within 14 days of the original delivery date and be in the same condition they were received, unused and with original packaging and tags. Please note if the item is returned & does not meet these requirements we reserve the right to refuse a full refund.

Who pays for return postage?

The customer is responsible for the return postage, unless the item is faulty or the order is incorrect then we will arrange a free returns postage.

How long does a return take to process?

1-5 days depending on your bank or payment method.

How will I know a refund has been made?

You will receive an email confirmation once your refund has been processed.

Are your products genuine?

All our products are 100% genuine. We buy all our brands either direct from them or their distributors.

How do I speak to someone?

You can speak to a member of the team by simply emailing us at our sales address sales@scenepreston.com or call us in-store on 01772-556412.

How do I receive discount codes & news on offers?

You can receive our discount codes & newsletters by registering with us online. Also follow us on Instagram & Facebook.

Will this item ever be back in stock?

Depending on the item please email sales@scenepreston.com for any queries.

What are your opening hours?

Our store is open Monday-Saturday 10am – 5:30pm

Who do I contact for marketing & sales?

For Sales or Marketing query please contact us at our sales address sales@scenepreston.com