Frequently asked questions
Orders
Can I add to an existing order?
Yes, you can. However, this will only be possible if your order has not been shipped yet. Otherwise, we will have to charge for another delivery.
What methods of payment are acceptable?
We accept cash, BACS, all major credit cards, PayPal, Google Pay, Shop Pay and Apple Pay.
How long does it take for home delivery?
We use Royal Mail and DHL to send most of our UK orders. We reserve the right to use an alternative delivery method where appropriate.
When will the payment be taken?
Your payment will be processed when you checkout on our website. If you place your order over the phone, we can process it right away. Unless you have a credit account with us, payments are processed before fulfilment.
How do I know if my order has been placed?
Our online store will automatically send you a confirmation email once you place an order. We will also contact you by phone or email to arrange delivery, so your order will be additionally confirmed by a member of our sales team.
My payment has been declined. What do I do now?
You can try another payment method or give us a call and we will help make sure your order is processed correctly.
Can I amend or cancel my order once submitted?
Yes, orders can be cancelled or amended. However, after an order has been shipped, a restocking charge may apply.
Where can I find your full Terms and Conditions?
Please see our Terms and Conditions page. There is also a link to this page in the footer of our website.
Delivery
Where do you deliver?
We deliver across the whole UK mainland. Deliveries to the Scottish Highlands and Islands may be subject to additional charges.
Is there any charge for delivery?
All Hand Delivery orders are charged a £49.00 handling/delivery fee*. All Express Delivery orders are charged a £69.00 handling/delivery fee*. All Pallet Delivery orders are charged a £30.00 handling/delivery fee*. Deliveries to the Scottish Highlands and Islands will incur additional fees.
How long does it take for home delivery?
Estimated shipping time for Hand Delivery orders is 3–5 working days, Express Deliveries 1–3 working days, and Pallet Deliveries 4–7 working days.
We use Royal Mail and DHL to send most of our UK orders. We reserve the right to use an alternative delivery method where appropriate.
When will my order be delivered?
We aim to deliver all orders within 4–5 working days. In rare cases it may take longer, but we will provide you with a specific delivery date.
Can I specify a delivery date when ordering?
Only to some degree. You will need to discuss a specific delivery date with a member of our sales team.
I have not received my delivery, who do I contact?
Please give us a call on 0800 652 5700 and a member of our team will be happy to help.
Do I have to be there to sign for the delivery?
Yes, we will require access to deliver your furniture and the delivery note will need to be signed.
Where can I find your full shipping policy?
Please see our Shipping Policy page for full details regarding delivery.
Returns
Can I return a product, exchange it or get a refund?
Yes. However, you will need to cover the cost of sending the item back to us. If the product's original packaging has been opened, it may also be subject to a restocking charge.
Is there a charge for returning a product?
You will need to cover the cost of shipping the product back to us and a restocking charge may also apply.
I have received an incorrect item, what happens now?
Please give us a call and we will resolve this for you.
What happens if I want to return an item, but have lost my receipt?
No need to worry — we will have a copy of your invoice.
When will I be credited for my return?
Your refund will be processed within 10 working days of us receiving the returned items.