Caran d’Ache Prismalo Bicolor Water-Soluble Pencils Set – Alpine Frost Special Edition (9 Pencils = 18 Colours) with Brush – Swiss-Made

We hope that you are delighted with every purchase you make from Home Supplies Direct. However, if you are not entirely satisfied, our experienced team is here to help. Below are the details on how we can assist you:

Amending or Cancelling an Order

If you'd like to amend or cancel a recently placed order, please contact our Customer Service Team at 0208 998 0118.

• Amendments can be made up until the point of despatch.
• Once the order has been despatched, we cannot amend or cancel it, but we will be happy to assist you with returns if needed.

In-Store Collection

We offer a convenient in-store collection option:

• Monday to Friday: 9:00 AM – 5:00 PM
• Saturday: 9:00 AM – 2:00 PM

If you require collection outside of these hours, we may be able to arrange a special collection time. Please contact us in advance, and we will do our best to accommodate your request.

Damaged or Incorrect Items

Please check your parcel when it arrives. If you’ve received damaged goods, missing items, or incorrect products, we will resolve the issue quickly.

• Contact us within 30 days (or 7 days for shortfalls) of receiving the goods.
• The quickest way to reach us is by calling our Product Returns Team at 0208 998 0118.
• Alternatively, you can email us at sales@homesuppliesdirect.com.
• We will replace missing or damaged products at no extra charge.

Returning Unwanted Items

If the item you ordered turns out to be unsuitable, we are happy to offer a refund on unused products returned in original, resalable condition.

Before arranging a return, we recommend contacting our team — we may be able to help with product advice or offer a solution that saves you time and return costs.

• You have 30 days from receipt to notify us.
• Items must be unused, unopened, and in resalable condition.
• We will issue a full refund for the product once the item is returned and inspected.
• Please note: Postage/return shipping costs are non-refundable for unwanted items.

Large & Oversized Returns

Some items may exceed the size limits of standard postal services such as Royal Mail.

• In such cases, returns should be arranged via a suitable courier such as Parcelforce or a similar service.
• We recommend using a tracked and insured delivery service for your peace of mind.

If you need further assistance, feel free to reach out to our team. We are committed to making your shopping experience as smooth and hassle-free as possible.