Frequently Asked Questions.
Lets Answer Some!
What Shipping Methods Are Available
We may send your item on a different service to what is stated at the checkout, the delivery service method to be used boils down to what is more practical or available for the size and weight of your item at the time of processing your order. We always do our best to get any items to our customers as quickly and as efficiently as possible, below lists more details on our shipping.
Furniture care products are sent out with Royal Mail at the standard rate as displayed within the shopping basket.
Small furniture below 20kg is dispatched with network couriers such as DPD, DX, EVRi& Yodel when sending our products on these services we may also provide tracking for your order, you can usually expect your item to arrive within 1 week from purchase.
Large furniture items above 20kg are sent out on a specialist furniture courier service, on this service you can expect a phone call from the couriers to advise on the next available delivery slot, delivery can take place within 1-2 weeks however we do ask customers to allow up to 3 weeks during busy periods this also applies to rural locations.
Please note “we operate a 1 man delivery service” but don’t worry the driver will happily assist you in moving the item from the vehicle into a ground floor room of your choice however access into your property must be good otherwise it may become a curbside delivery. If you are not able to offer the driver assistance please do not worry we will always do our best to help. “In most cases, the drivers manage single-handed” however please ensure assistance can be offered to the driver if needed, this can also be discussed with the couriers prior to delivery.
Upon delivery please carefully unpack and check your item you can return any damaged items with the driver.
How Long Will It Take To Get My Order
With most orders, we do need some handling time usually 1-3 days on small items and 1-7 days on larger items the estimated delivery times below already include handling.
- Royal Mail: Small Parcels 3-5 Days. (Furniture care & post items)
- Medium Parcels Below 100cm or 20 KG: 1-7 Days. (Small/ Medium furniture items)
- Large Parcels Above Above 100cm or 20 KG: 1-3 Weeks. Usually 1-2 Weeks.
- +Please allow 5 working days handling time.
All delivery times are guidelines and provided as an estimate only, delivery times depend on a number of factors some deliveries may be sooner some maybe later. We always do our best to get any items to you as quickly and as efficiently as possible.
How Will My Furniture Be Packaged
All items are individually packaged in either Cardboard Boxes or Corrugated Cardboard and Bubble Wrap, most items will also have Polystyrene Foam Corner Protectors to help prevent any damage from minor knocks in transit.
I ordered A Back Order Item, How Long Do I Have To Wait For It To Become In Stock
When ordering a Back Order Item your item is guaranteed to be reserved for you however availability timescale can only be estimated as this can be affected by a number of factors, please be aware Back Orders can take from 6 to 16 weeks before the item becomes available for delivery if this is a problem please contact us and we may be able to advise of a shorter timescale however due to these items being made to order we are unable to offer refunds on these items.
Do You Ship Internationally
Yes, we can offer to ship Internationally via pallet service please Contact Us providing a list of any items you may require we will also require your full delivery address details so that we can provide a quote for you.
Do You Offer Free Delivery
We offer free delivery on selected items to most of the Mainland UK, however due to some service restrictions due to size and weight of certain furniture items the free delivery offer may only be available to some selected postcodes. If an item is listed as “free delivery” please add the item/s to the basket so that you can enter your postcode to see if a charge is actually required for your location or not. As a guidline large furniture items above 20kg or longer than 100cm may require a surcharge or a standard delivery fee to the following locations, therefore such items to these locations may be excluded from the free delivery option.
*Locations which may be excluded from free delivery. (item specific).
- Southwest of Bristol to Bournemouth
- None Mainland UK Addresses
What If My Item Arrives Damaged
Unfortunately, sometimes items can become damaged however in the unlikely event that your item arrives damaged simply report the damage to us by email within 24 hours from delivery we will offer to send out a replacement at no extra cost to you at all.
Please ensure that any items being returned are packaged exactly as received so that we can inspect any damages upon return, this means we will require all of the original packaging intact as received hence we advise to take care when unpacking items, its best to not tear the packing off please use scissors instead to cut any taped areas, the packaging can easily unfold open whilst being left intact if you should need to repack it again.
Naturally Occuring Defects:
Naturally occuring flaws and defects may be present in some timber used in our furniture, for example some wood may consist of minor, pitting, knots, splits or cracks. Such naturally occuring flaws or so called defects may be treated and filled with wood filler during the manufacturing process. Please keep this in mind before purchasing as these mentioned naturally occuring defects are to be expected and only considered to be part of, or add to the character of these beautiful furniture items. This also increases sustainability and reduces the footprint in producing our furniture as no piece of hardwood goes to waste.
Will I Be Contacted To Arrange My Delivery.
Our couriers only contact customers if a single item on your order is either over 20kg or longer than 100cm if your furniture order exceeds this your order would be sent out on a specialist furniture courier service, therefore, our couriers would need to contact you.
You can usually expect a call from them at least 1 or 2 days in advance prior to delivery to discuss delivery slots available.
It is very important that you have provided us with valid contact numbers to ensure the couriers are able to make contact with you as without valid telephone numbers your order would be delayed or even possibly canceled.
How Many People Will Deliver My Heavy Item.
To keep delivery rates down we operate a 1 man delivery service however the driver will happily assist you in moving the item from the vehicle into a ground floor room of your choice, most larger items can be delivered into your property using a sack barrow however access into your property must be clear of any obstructions otherwise we can only offer a curbside delivery as we can not be held responsible for any damage to your property or even your order if due to bad access. If you are not able to offer the driver assistance please discuss this and also any requirements you may have with them when they contact you to arrange your delivery.
Purchase & Payment Information
Is Buying On-Line Safe
We have a secure encrypted HTTPS connection this ensures any data transmitted is kept private including any sensitive information which you may provide whilst placing an order, this means all of our customers can have peace of mind whilst browsing or purchasing from our store.
For your peace of mind, we take site security very seriously our site is scanned for any malware on a daily basis we also take a number of other measures to ensure your order and details are placed as safely as possible.
Is Furniture Supplies UK VAT Registered
We are currently not VAT registered therefore we can not provide VAT receipts for any orders placed.
If our VAT registration status changes VAT invoices will be provided.
What Payment Methods Do You Accept
We Accept The Following Methods of Payment.
- Paypal (No PayPal Account Required)
- Debit Cards
- Credit Cards
- Bacs (Bank Transfer)
- Cash on Collection
- Cash on Delivery
For cash on delivery payments please contact us before placing an order so that we can confirm if this method is available for your location.
Can I Buy Now Pay Later
If you have a PayPal account you may be eligible for 0% Apr PayPal Finance, add items to the basket and proceed to Checkout, select PayPal as payment method then check your PayPal login page to see if finance is available for you.
Unfortunately, we currently do not directly offer any finance options for your Furniture purchase however please keep checking back as we do plan to offer finance via a third-party provider very soon!
Placing An Order | Cancellations | Returns
How do I place an Order
Simply add any items to your basket then proceed to the Checkout to select your preferred payment method, if you experience any issues or need any assistance please do not hesitate to Call us now! or Send Us An Email.
Do I need an account to place an order
You do not have to create an account to place an order with us however we would recommend creating an account first as this will enable more options when following up your order, any future orders would also be much easier to place, for your peace of mind and to protect your information, we only receive order and delivery details this means when placing an order your card or other sensitive payment details are not stored.
Who should I contact if I have any queries regarding my order
If you have any questions or require any assistance at all please do not hesitate to Contact Us
We are always more than happy to help! Simply follow the link above to view our contact page.
How Can I Cancel Or Change My Order
To cancel an order please contact us by telephone or email, please note if your order has already been despatched we will not be able to refund any delivery fees.
How Do I Track My Order
We can provide tracking for all furniture orders below 20kg simply contact us and we will provide any details for your order.
Larger furniture orders above 20kg are not tracked as these are delivered via our private couriers where deliveries are arranged with you by telephone, please see our deliveries information page for more info.
How Can I Return a Product
If you wish to return a product it is always advisable to return with the delivery driver as this will not incur any additional delivery charges, if you accept delivery and wish to return your item later you may need to arrange your own return which would also be at your own expense.
If you do arrange your own return always ensure items are fully insured as we are unable to refund items that have been damaged whilst being returned.
Please see our Returns page for more info.
Where Can I Find More Information
You can find more information on our products and services via our Customer Information Page.
Terms & Conditions
Most information is available on this page, if you have any questions or queries please do not hesitate to ask.
Have we missed something
If you have any further questions please let us know!