I've placed my order - what happens next?
You'll receive an immediate acknowledgement by email of the order, and another for your deposit / payment. We will then check your order, contact you if we need anything clarified, and then place the order onto our internal system. We will then send you a full confirmation for you to check. When the goods are ready for delivery, we will contact you to take final payment and arrange delivery.
How long will my order take to be delivered?
A simple question with, unfortunately, a complicated answer. Lead times vary according to the product, time of year, production schedules, and stock availability. The vast majority of orders are fulfilled within 12 weeks, so this is what we quote as a blanket statement. The average time is nearer to 8 weeks, but we like to quote 'worse case' and then improve on it. We will, of course, seek to fulfil your order as soon as we can, unless you tell us otherwise. Please call us if you need a specific lead time for a specific product.
Can I order now, but have delivery in 4 or more months time?
Yes, if you tell us at the time you order, you can have delivery deferred up to 6 months in advance.
Is everything on the site viewable at the store?
No - we have a representative sample of each range on show at the store. If you wish to see a specific item, check with us first before travelling.
How can I see an item which is not on show at the store?
Talk to us - we may be able to get one in for you to see, or we may have one at our warehouse waiting for delivery.
Does the site show everything you do?
Not at all! We have access to over 10,000 products, some of which can be made to order. If you can't find what you want on the site, please talk to us!
I need a special size / finish / fabric. Can you help?
Very possibly - some of our products can be customized so do ask us!
When will I have to pay?
We require a 20% deposit with the order, and the balance is payable when the goods are ready for delivery. Where goods ordered online are in stock, the system will still only take a 20% deposit, and we will contact you within 48 hours to arrange delivery and take the balance. Where goods are to order, the balance will be due once the goods are ready for delivery. We regret we are unable to accept payment on, or after delivery.
Are there any 'hidden' charges?
No - all prices on this site include VAT. The only additional charge is for delivery outside of our free delivery zone.
Can I track my order?
Yes. When we send you the full order confirmation, we will advise you of a website address where you can track the progress of your order by logging in with the email address given when you placed your order.
Can I make a change to my order?
Yes - up to 7 days after you have placed the order. Beyond that time we cannot guarantee that it will possible.
Is there a delivery charge?
We deliver free to the following postcodes: BN, BR, CR, DA, ME, RH, RM, SE, TN. Please go to 'Customer Services' for charges outside of these areas.
Who will deliver the furniture?
To ensure we look after the product and your property in the right way, we operate our own in-house delivery service for all deliveries in the free delivery zone. For deliveries outside of this zone we may use a trusted and specialist furniture carrier.
Will my order be checked prior to delivery?
Yes. In addition to the factory checks, all orders are checked on arrival at our warehouse. During busy periods this may take a few days before we are ready to arrange delivery with you.
Is my furniture guaranteed?
Yes - we guarantee all wood products for 5 years, and all upholstered elements for 2 years.
Will I be able to add to it in the future?
As long as the range / item / finish is still in production, we should still be able to supply, even if we are no longer offering the range. If the product is still in production but we are unable or unwilling to supply, we will endeavour to offer an alternative product, or put you in touch with the manufacturer.