FAQ

 

Covid-19 FAQS

 

Whether you’re shopping, looking for inspiration or just need a little escape, we are open online as normal so you can browse from the safety of your home.

As a family run business, we’ve always taken the wellbeing of our team and customers personally. Our absolute priority in the current situation is ensuring everyone’s safety, so we wanted to take a moment to assure you that we’re closely following advice from the government, World Health Organisation and the NHS.

We are doing everything we can to get your orders to you as quickly and safely as possible. We will keep the below information updated as things change over the coming days and weeks.

 

Can I still order?

Yes, currently our website is running as normal and you can still browse your favourite products, place orders online and via phone on 0161 926 8763  and as usual if you have any order or products queries, you can contact us at [email protected]

I'm thinking of placing an order for a Made to Order piece? Will you be able to make and deliver it?

Yes.  However, due to the recent lockdown in the UK, some of our made-to-order is subject to a longer than usual lead time. We have updated the lead-times on product pages e so you can see how long delivery is likely to take.

We are now offering our room of choice service again, as well as unpackaging of items, although you’ll still be offered an external delivery if you prefer. 

Our crews will wear protective face masks and carry hand sanitiser / antibacterial wipes as additional hygiene measures when entering / exiting customers’ homes. Customers will not be required to sign handheld devices – instead we will take a photograph of items at point of delivery so we can maintain contactless deliveries

If you have any concerns please give our friendly team a call on 0161 926 8763 or email us on [email protected] to talk through. If for any reason your item could not be completed, we would of course refund you in full.

What if my order is still in production or hasn't yet been delivered? Will it be delivered to me?

Due to the recent countrywide lockdown there will be some disruption to the production of made-to-order items. If your order has been delayed then our customer service teams will be in touch to advise you of the expected delivery date. We thank you for bearing with us at this difficult time. If you have any concerns please give our friendly team a call on 0161 926 8763 or email us on [email protected] to talk through.

We are now offering our room of choice service again, as well as unpackaging of items, although you’ll still be offered an external delivery if you prefer. 

Our crews will wear protective face masks and carry hand sanitiser / antibacterial wipes as additional hygiene measures when entering / exiting customers’ homes. Customers will not be required to sign handheld devices – instead we will take a photograph of items at point of delivery so we can maintain contactless deliveries

Is there any risk my delivery will be delayed?

Because of the current situation there might be small delays of a day or two but currently all our delivery partners are operating as normal. We have disabled our Saturday and Sunday delivery options as we can't guarantee your order will be delivered on these particular days

Do you have a no-contact delivery process in place?

Yes. All our couriers have no-contact deliveries in process. Please let them know your wishes when they contact you to arrange delivery, or when they arrive at your address.

For smaller orders, delivered with Parcelforce or Royal Mail, if you’re unable to come to the door you can ask your driver to leave the parcel on your doorstep, or just inside your door.

Upon delivery there will be a contactless handover - we would respectfully request that you or others in your household keep 2 metres distance from our delivery teams.

What precautions are you taking to prevent the spread of COVID-19 and keep your team and customers safe?

We have closed the office and showroom temporarily and everyone is now working from home. Our warehouse remains open but with minimum staff maintaining a 2-metre distance at all times and taking extra precautions, with regular hand washing and regular surface sanitising.

Our delivery partners have employed similar practises as well as offering no-contact deliveries and we are speaking to them on a daily basis to share information. Our furniture delivery drivers are wearing protective face masks as well as carring hand sanitiser and antibacterial wipes

I'm self-isolating. Can I still get my delivery? 

Yes. All our couriers have processes in place to be able to deliver to customers who are self-isolating, just let us know when you place your order, or let the courier know your wishes when they contact you to arrange delivery or when they arrive at your address

I'm self-isolating. Can I still return my items and have a collection?

Yes. Please let us know if you’re self-isolating and we can arrange a non-contact collection, just contact us at [email protected] or on 0161 926 8763

If you wish to return your item, please let our customer service team know and we will help with a postponed collection when such services are back to normal. Our usual returns period will be extended in these cases.

Can I change my delivery time/location?

Yes. Please contact our customer service team at [email protected]  or call us on 0161 926 8763 and we’ll help with this

Are your Customer Services still open? 

Yes, our Customer service team is running as normal, you can contact our Customer Services on [email protected], or on 0161 926 8763. Our Customer Service team is working as usual, from Monday – Friday, 9am – 5pm

 

Product enquiries

How can I request a fabric swatch?

You can request a swatch directly from the product page of the sofa or chair you are interested in or check out the Order Samples page here to see all available fabrics. Please note that the fabrics are split into collections so make sure you are looking at the right collection before you fall in love with your fabric! Please remember that all of our fabrics are batch dyed so slight shade and variation can occur.

What is a fabric Rub Test?

A Rub Test or Martindale Test as it’s also known, is a measurement of the durability of fabric. The higher the number, the more suitable the fabric is for heavy use. As a guide anything over 30,000 rubs is suitable for use in a busy family home.

Will my furniture fit?

All dimensions are listed on our product pages, on the Dimensions and Info Tab. We’d recommend checking all measurement thoroughly and using our Will It Fit Guide to make sure! Please also note that as all our Made To Order items are handmade, the dimensions can vary by up to 2cms

How do I keep my furniture look it’s best?

We have instructions on how to keep your sofa looking it’s best! You can find our hints and tips here

The item I want is out of stock – help!

You can sign up for a Back in Stock notification online – this means we’ll drop you an email as soon as your favourite item is back in stock! Just enter your email address on the Subscribe to back in stock notification box on the product page

Where can I sit on one of your sofas?

We have a showroom in Altrincham, South Manchester, you can find our opening times and how to find us here. We’re sorry but due to size limitations, we can’t have one of each sofa out on display, so do get in touch with us before you visit to make sure that the sofa you want to see is here!

What is a Right- or Left-Hand Facing Chaise or Corner Sofa?

This refers to the side on which the chaise or corner part will be, so for a right-hand facing chaise, the chaise part will be on the right side as you look at the sofa.

Do you offer any guarantees on your furniture?

All our Made to Order sofas, armchairs and footstools come with a 10-year frame guarantee. Please note, under the Consumer Rights Acts 2015, if any manufacturing fault should occur within 6 months of receiving your product, we will look at the options of arranging a repair, a replacement or a refund. However, we’re sorry that we cannot be held responsible for items that are damaged due to the result of normal wear and tear.

Do you have all items on display in your showroom?

We can’t fit all our products in our showroom, so we display a range of our new arrivals and most popular pieces. We’d recommend calling us to check if the item you want to view is in our showroom, particularly if it’s a Made to Order piece you’d like to see. Our warehouse is behind our showroom so if you can’t see the item you’re after, we can check if it’s in the warehouse but please note we don’t hold stock of Made to Order items

 

Ordering and Payment

I haven’t received an order confirmation email

You should receive an order confirmation email from us immediately after placing your order. Our emails sometimes find their way into your junk folder so it’s worth checking there first. If you didn’t receive one, or can’t find it, let us know and we can resend it, just contact us here

Can I change order details such as shipping address, or contact phone number once my order has been placed?

Call or email us in order to let us know if you need to make any changes to your order once it’s been placed

How can I use a promo code?

If you have a valid promo code, just enter it in the Discount Code field on the checkout page and it will be applied to your order. Please note you can only use one code at a time

Price matching

Unfortunately, we do not offer a price match service - we believe our prices are in line with the current market and we hope you agree!

What payment methods do you accept?

We accept all major cards including American Express and offer a PayPal option for a speedy checkout!

We offer a 0% Interest Free Credit on orders over £850. Check out our Finance page here for more details

We also offer a Pay later in 3 instalments with Klarna option on orders over £250. Check out our Klarna page here for more details

When will you debit my order?

All orders are debited in full at the time of the order

How can I cancel my order?

Get in touch with us and we can help get this sorted! You can cancel your order at any time, before you’ve received your order or within 14 days of receiving your order

If your order is a made to order item, you have 14 days to cancel your order from the day you place your order, as your order is made specifically for you

I have a gift voucher I’d like to use but the value of my order is less than the total of my gift voucher

Just contact us here and we can create a new code for the remaining credit. You can only use one gift voucher or discount code at a time.

Where is my order?

If you have an account with us, you can log in to your account to check the status of your order. You should also have received emails from us updating you on the status of your order. However, if you do have any queries, you can contact us here and we’ll get back to you with an update

 

Delivery

Which countries do you ship to?

We ship smaller items, such as accessories and homewares to the UK, Europe and America. Currently, our larger furniture items are only available for delivery within mainland UK, however we can make furniture items available for collection from our warehouse or can deliver to agreed port. Just contact us here for more details. Each product has its own delivery options – just check the Delivery tab on the product page to check where the item can be delivered

How long will my delivery take?

This depends on the item and the method selected at checkout. Each item has its own delivery time frame so check your order confirmation or log into your account for a reminder of the delivery time

I’ve only received part of my order

If you have ordered several items, it’s possible they have been dispatched separately – check your dispatch email to see which items have been dispatched or log into your account online for more details. You will only be charged one delivery charge, even if your order is dispatched separately.

I still haven’t received my order even though I’ve been notified it’s been dispatched.

We send a dispatch email as soon as your order leaves us. If it’s been sent with Parcelforce or Royal Mail, you’ll also have been given a tracking number so if you haven’t received your parcel as expected, it’s worth tracking the order as Parcelforce may have a message or an update for you. If your item is being delivered with our two man courier team, they will be in touch with you directly to arrange delivery so if you haven’t heard from them within 5 working days of receiving your dispatch email, you can call them directly or let us know and we can investigate this for you.

What if I’m not in when you deliver?

All our two-man deliveries for larger furniture will be booked in with you beforehand but if you aren’t in when Parcelforce or Royal Mail deliver, look out for a calling card or check your tracking for further advice

My delivery has arrived damaged – help!

We do our best to ensure that your order reaches you in perfect condition but in the rare occasion that this isn’t the case, please contact us here with an image of the damage product and we will get back to you with the best solution

For more info on returns, see our Delivery and Returns policy here

 

Returns and Refunds

What’s your refund policy?

Check our Delivery, Returns & Refunds page for all you need to know!

I’d like to return my order

If you’ve changed your mind and would like to return your order, just contact us here for more help! You have 14 days after you’ve received your delivery to let us know that you’ve changed your mind then a further 14 days to return the item to us

For more info on returns, see our Delivery and Returns policy here

When will my refund be processed?

We process returns as soon as they reach us however during busy periods returns can take up to 14 days. You’ll receive an email from us with your refund confirmation as soon as it has been processed.

How will my refund be processed?

Refunds are processed back to the original payment method used at checkout and you’ll receive an email confirmation from us as soon as the refund has been processed.

 

Get in Touch

If you have a question that isn’t covered here or would like some more info, call us on 0161 926 8763

You can place an order on our website 24 hours a day but if you want to talk to us, our phone line opening times are below. If the line is busy or you are calling outside these times, please do leave us a message and we’ll get back to you as soon as possible!

Mon-Friday: 09:00 – 17:00
Saturday: 10:00 – 17:00
Sunday: 11:00 – 16:00

You can email us on [email protected] too or visit our showroom here – we’d love to have you!

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