Terms & Conditions (In Store Sales)

Please check your order

Please take a moment to check that the details on the order have been produced correctly and are what you expect, notifying us of any discrepancies within 48 hours.

If you have any queries about any aspect of your order please do not hesitate to contact us or give your sales consultant a call on 01708 255300

What If I Have To Cancel Or Change My Order?

We can accept cancellations or amendments to orders prior to delivery where the goods are sold from our existing warehouse stocks. However most goods are specially ordered and made specifically for you (perhaps in a special fabric or finish) and once production is underway then we are contractually obliged to accept and pay the supplier for those goods.

Although, it may still be possible for us to accept a cancellation once your order is underway, for which a cancellation fee up to 50% will be charges to cover our costs.

Product Care Information 

Your order contains important information about the maintenance and care of your product that will affect its performance, appearance and any guarantee.

Product care information can be viewed online here. Alternatively please call the store and we will be more than happy to forward it to you.

Will It Fit?

This order is based on the information you have given to us, so it is worth taking a bit of extra time to be sure and double check that firstly the goods you have chosen are suitable in terms of size for the chosen room and also that there is adequate access through doorways and halls to get your furniture into your house. Please note, it is your responsibility to ensure the goods you have ordered will go into your premises and supplier specification sheets are a guide to size only.

If you have doubts about getting furniture into your home we will gladly come to either measure and assess levels of access for you or carry out a trial run.

Expected Delivery Dates

On your order we give the estimated delivery period as a guide to when your order is likely to be delivered to us. Unfortunately these dates are not under our control and cannot be guaranteed. Our suppliers are often sourcing raw materials not just in the UK but also Europe, the Americas or the Far East, and sometimes the supply chain can become over-extended.

We will monitor expected delivery times and update you when necessary in order to keep as close as possible to estimated delivery dates. If you have a particular deadline to meet please let your sales consultant know and we will make every effort to meet that date.

Once your order arrives at our warehouse we expect to deliver this to your home within 1 week. We are unable to store your furniture.

If you have any queries at all with regard to your delivery dates or your order in general do not hesitate to give your sales consultant a call on 01708 255300.

Your Delivery

When we receive your order from suppliers we will check that it is correct and that packing etc. is intact and undamaged (As a rule we do not unwrap and check every item prior to delivery, although this can be done by special arrangement).

Our Scheduler will then send either an email or text message to advise that your order has arrived in our warehouse asking you to contact them to arrange delivery. If you do not have an email address or mobile number you will receive a call directly to your landline. Our schedules are arranged for a full day delivery and you will receive an email/text the night before delivery to advise you of your time slot to save you having to wait in all day.

If you need to cancel or reschedule your delivery we require a minimum of 48 hours notice. Cancellations within 48 hours will incur an extra delivery charge.

Arranging Payment

If there is a balance to pay prior to delivery you will be asked to settle that before the goods are delivered to your home. For your convenience debit or credit card payments may be taken over the phone when you book your delivery.

Alternatively payment can be made through the BACS system. If it is easier you can call into the store with your final payment, all we ask is that the balance is settled 3 days prior to the arranged delivery date.

Don’t worry if you do forget, we will give you a courtesy call prior to delivery to finalise the payment. Credit Agreements are processed by us the day after delivery.

Damaged Items

Any damages must be advised immediately and no later than 7 days after delivery or collection. We cannot accept liability for damages which are brought to our attention after this period.

Delivery Service

Your sales order will describe the level of service you can expect:

Permier Service - we will deliver to the room of your choice (access permitting), position your goods and remove waste packaging. For ease of transportation suppliers will often ship tables with their legs removed - these will be assembled for you. Deliveries are generally made by our own liveried vehicles or at busy times by approved contractors. If you are not able to receive your complete order it may be possible to arrange a part delivery, however, please be aware there may be a charge for an additional delivery and you will be asked to pay for the goods you are receiving.

Assembly Service - where bulky goods are shipped in their component parts (usually wardrobes, bedsteads, etc.) it will be noted on your order whether we will assemble them for you (in which case a charge will apply due to the time taken) or if it is something you will be undertaking yourself the order will indicate “Customer to assemble”. We are unable to offer a service for fixing furniture to the wall.

Dismantling Service - In the extremely unlikely event that we cannot complete delivery due to restricted or awkward access we can recommend a sub-contractor who dismantles and reassembles upholstery. This is a chargeable service and does not affect your structural guarantee.

If you would like to take advantage of any of these services and they do not feature on your order, or you have any special request regarding delivery please contact your Sales Consultant to have them added to the order.

We do take every care whilst delivering your furniture but would ask that any valuable pictures, ornaments, light fittings etc. are removed for their safety. Our delivery team cannot be held responsible for any damages if items along the delivery route are not removed.

Complaints

If you are not entirely satisfied with your purchase please contact our Customer Service Department on 01708 255320. We will try to resolve any issues that you have as quickly as possible and if necessary we will explain how to follow our complaints procedure.

If your complaint is relating to one of our regulated products such as a finance package or a product warranty, we will endeavour to resolve the issue within 15 days, we will log this complaint separately and always inform our directors.

When handling your complaint, we will:

• Send you a prompt written acknowledgment or a summary resolution communication (if the complaint can be resolved within 3 business days).
• Keep you reasonably informed about the progress of your complaint.
• Confirm in writing a final response

If you remain unhappy with our final response, and your complaint is product related, you may be entitled to refer your complaint to the Furniture Ombudsman and we are bound to follow any decision that they make.

If you remain unhappy with our final response to your complaint with our regulated products such as Finance Options or product warranty you may at any time contact the The Financial Ombudsman Service. www.financial-ombudsman.org.uk

To find out more about the Furniture Ombudsman and how you might be able to use their dispute resolution service visit www.thefurnitureombudsman.org or phone 0333 241 3209.

Returns Policy

We will be happy to accept any goods that have are damaged or unfit for purpose or mis-sold, any other returns requests are dealt with on a case by case basis, please contact the store manager. This does not affect your Statutrory rights.