Frequently Asked Questions

Please contact us directly if you require further assistance.

Q. Do you offer a mail order service?
A. Yes! With the exception of selected glassware, almost all of the products available to buy instore are also available to purchase online. Please note that at present some furniture purchases need to made by calling the store in Bath directly on 01225 317000.

Q. How do I know I'll receive what I ordered - how can I trust your business?
A. This is something we take very seriously so we have recently started using the facilities of a company called eKomi - a large established independent company who rate online businesses with a 5 star scale of customer satisfaction. They send a short 3 question email after you have received your order to check all is well. We have no control over the answers, scoring or any of the feedback, and you can view our current score and all customer feedback by clicking on the eKomi box in the 'About Us' section on our website.

Q. Will you be using the Royal Mail to deliver over the Christimas period?
A. Yes and no. We now use a combination of DHL, UPS, and Fed-Ex to deliver almost all of our online orders which are then delivered within 7 days. Only small orders such as a single book will go via the Royal Mail, and we will be monitoring this throughout November and December to make sure ALL of our orders arrive on time.

Q. Is your online facility secure?
A. Yes, absolutely. Even we at Redwood Bay don't get to see your card details, and we have a 100% security record.

Q. Do you just ship within the U.K.?
A. No, we can ship just about anywhere in the world. Please email us for a complete list of our International Shipping charges. For example, a parcel weighing up to 30kg can be shipped to France, Belgium, Germany, Netherlands or Luxembourg for just £14, and Austria and Denmark for £24. Please call or email for rates to other countries.

Q. Why is your food more expensive than what I can buy in the supermarkets.?
A. We source our food from suppliers all across the U.S. and import them ourselves as there are many food items that just aren't available here in the U.K. either in terms of type or quality. Our maple syrup is a classic example of something you would think wouldn't be that different, but we know from visiting many suppliers across the U.S. that a really good one is totally different from those available here, regardless of what the bottle says! (Just because it says 'Canadian Maple Syrup' that doesn't mean it's good - imagine a bottle of wine that says 'French white wine' - the term is just too vague). Our barbecue sauces, marinades, dressings etc are all made with such care and are so full of flavour that the difference is huge. This obviously costs a little more to do, so while our food may cost a bit more than the supermarkets we know it's good value because you get what you pay for - great flavours, consistent performance and excellent results.

Q. Can I order over the telephone?
A. Yes. If for any reason you choose not to use our online facility, please do not hesitate to call our store where we will be happy to take your details and payment over the phone.

Q. If I register for the newsletter will I receive emails from anyone else?
A. No. Only Redwood bay will hold the details of all our customers. We do not, and willl not pass or sell our customers details to any third party.

Q. What will the newsletter tell me?
A. We will use the newsletter to notify our customers of events and new season stock items such as our spring and summer ranges of bedding and garden furniture, and also of course when our online mailorder service becomes active.

Q. Is any of your furniture 'flat pack'
A. No. None of our furniture is flat pack, with the exception of the tables and desks where the legs can be removed.

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Last updated: 3rd December 2009, 09:56:01 PM
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Keywords: Frequently Asked Questions, FAQ, Questions, Answers, Customers, Redwood Bay, find out about, Gourmet American Food, American Cookware, American Bakeware, Home Accessories, Furniture, our Newsletter.
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