FAQ

Frequently Asked Questions

Below you can find answers to the most frequently asked questions by our customers. These include questions on our products, delivery service and payment methods to mention a few. If your query cannot be answered with one of the questions below, please call our customer service team on 01229 464225.

Payments

Q: I don’t want to buy online, what do I do?

A: There are two other ways to place your order with us. You can call a member of our Sales Team on 01229 464225 and they will guide you through the process and answer any questions along the way. Alternatively, you can visit our store where our knowledgeable staff are on hand to provide expert advice and support.

Q: How can I pay for my order?

A: Most major credit and debit cards, including Visa, Mastercard, Maestro and Electron are accepted online, over the phone and in store. For orders over £1,500, we can process payments via a cheque. Finally, if you want to spread the cost of your order or delay payment, you can choose one of our finance options on all orders over £500.

Q: How secure are my credit/debit card details?

A: All online payments are protected by one of the UK’s leading secure encrypted gateway services and there is a very strict privacy policy meaning than none of your information is ever shared with third parties. Thereafter payment is collected through our online credit card system via sage pay or pay pal. There have been no documented cases of credit card fraud using our shopping system online.

Products

Q: Will I have to assemble the furniture myself?

A: We know how frustrating home assembly furniture can be which is why the vast majority of our products have been designed to come ready assembled. Certain items, such as beds, wardrobes or dining tables, which require less than 20 minutes to erect will be assembled by our white glove team.

Q: Do products from different ranges match?

A: We work very hard to make sure the timber used in all our furniture stays consistent between ranges. As long as the same type of timber is purchased there will be very little difference in the finish from range to range. For example, our natural oak ranges should complement each other, however, it should be pointed out that over time natural oak will darken so there is always a possibility of slight shading differences between ranges.

Q: I have found the product I want to buy somewhere else and it’s cheaper

A: If you have found an identical product elsewhere, please call us on 01229 464225.

Delivery

Q: How can I track the status of my order?

A: As soon as you place your order, you will receive an email confirmation which includes all your order details and your order number. You can then track the progress of your order at any time using this order number, by logging into your online account or calling our Home Delivery Team. If you haven’t created an account, it is a simple form to fill in.

Q: How long will my order take to be delivered?

A: For items that are available with Custom Delivery, these can be in your home within 14 days, you choose the day to suit you. For all other items, you will receive an order confirmation email with an estimated delivery date for the entire order. This will be dictated by the item on the order with the longest lead time. If an item is out of stock, we will clearly state this on the individual item; if there are further unforeseen delays, a member of our team will contact you as soon as possible.

Q: What are your delivery charges?

A: We offer many delivery options on varied products from £5.95 to £49 on orders provided you have an address on the UK Mainland. Click HERE to see pricing structure.

Q: Can you deliver outside UK Mainland?

A: At the moment, we are only able to deliver to UK Mainland & Northern Ireland. Deliveries to the Channel Islands, Isle of Man, Scottish Islands, far parts of the Scottish Highlands Isle of Wight are not possible at this time.

Q: Will you take the packaging away?

A: We deliver using a 2-man team who will unpack your product and you will have time to check you are happy with the purchase and there are no problems. If so we will take it away, and arrange for a replacement to be delivered.

Returns & Refunds

Q: Are my goods guaranteed?

A: All of the products sold on this site come with a full one year warranty, which guarantees the product for the first year of ownership.

Q: What do I do if I want a refund?

A: Please refer to our REFUNDS page for details. In the instance that you are to be issued a refund, it will be processed via the same method that the initial payment was made. For example, if you paid for the item using a credit card, the refund will be made onto the same credit card.

Q: What information do you need to process a replacement, collection or refund?

A: For enquiries related to a return or refund, please use our CONTACT US page. Filling in the contact us form will ensure we receive all the necessary information to resolve the matter as quickly and efficiently as possible.

Q: How can I contact you?

A: If you have any questions about an existing order including delivery and after sales, please call our customer service team, Monday to Friday between 10am and 5pm, on 01229 464225.

Q: If I have a complaint, what should I do?

A: If you are unhappy with any aspect of our service, please contact us immediately using our CONTACT US page and a member of our customer service team will be in touch.