FAQs
PRODUCTS
Do you have a showroom?
We are committed to offering only the highest quality products, which we retail exclusively through our website. By operating online, we can provide an extensive range of premium items at competitive prices, ensuring you receive the best possible value. It also means we can allocate a greater proportion of our profits to charitable causes.
Do you price match?
Yes! We review our prices daily to ensure we offer the most competitive rates. However, if you find one of our products available for less elsewhere, please let us know. While we can’t guarantee a price match in every case, we will do our absolute best to match it. Please see our Price Match Guarantee for more information.
Where can I get more information about a product?
If you need more details beyond what’s provided on the product page and description, simply reach out to our Customer Service team who are here to assist you.
I’ve seen a product, but it appears to be out of stock/no longer on the store?
Our most popular items can sell out quickly, but we regularly update our inventory with new and exciting products. We encourage you to explore our latest collections, where you might find something similar to what you were looking for. To help you find the perfect alternative, you can browse through our categories using the filters on our website or search for specific products or brands using the search bar.
If the product you want is temporarily out of stock, please contact our Customer Service team who can update you on when the item will likely be restocked.
ORDERS
How do I order?
Placing an order with us is simple and flexible. You can place your order directly through our website, completing your purchase securely at checkout. If you prefer a more personal touch, feel free to reach out to us via our contact form or phone - we're here to assist you every step of the way.
What happens when I place my order?
Once your order is placed, you’ll receive an email receipt confirming that we’ve successfully received your payment. Our team will then begin processing your order. Within 5 business days, you’ll receive an order confirmation email, which will include an estimated delivery date and any additional details.
How can I track my order?
Once your order has passed our quality checks and is dispatched, you’ll receive an email with tracking information. Our Customer Service team is here to provide updates and assistance at any time so if you have any questions about your delivery, please don’t hesitate to reach out.
PAYMENTS
What payment methods do you accept?
We accept PayPal and all major credit cards: Visa, American Express, Mastercard. If you need any assistance with your payment, our Customer Service team is here to help.
When will payment be taken?
Payment is taken immediately once your card or payment method is authorised. You will receive an email confirmation as soon as your order is successfully processed. If authorisation is unsuccessful, no payment will be taken, and we recommend contacting your bank or payment provider for further assistance.
Why has my payment declined?
Payments can be declined for various reasons. Please double-check that your card details, such as the card number, expiration date, and billing address, match what’s registered with your bank. If the issue persists, we recommend contacting your bank or card issuer for further assistance.
How do I use a discount code?
To apply a discount code to your purchase, simply enter the code in the designated field at checkout and click ‘Apply.’ The discount will be immediately reflected in your order summary. Please ensure that the code is valid for the items in your cart and that it hasn’t expired.
Why isn’t my discount working?
There are a few reasons why your discount code might not be applying:
- One Code Per Transaction: Please note that only one discount or promotional code can be used per order.
- Exclusions: Some items, such as Sale or Outlet products, and select brands, may be excluded from promotional discounts. For an updated list of exclusions, feel free to reach out to us.
- Validity: Ensure the discount code you’re using is still valid and hasn’t expired.
If you’ve checked all of the above and your discount is still not working, our Customer Service team is ready to assist you. We’re here to help!
DELIVERIES
Can I choose my delivery day?
We understand the importance of receiving your order at a convenient time, and we’ll do our best to accommodate your preferred delivery date. While we cannot guarantee a specific day for all deliveries, if you provide us with sufficient notice, we can often coordinate with our couriers to arrange a delivery that suits your schedule. If you have specific needs, please contact our Customer Service team, and we’ll do our utmost to assist you.
What happens if I miss the delivery?
If you happen to miss your delivery, don’t worry - our courier will usually leave a notification with instructions on how to rearrange it. Please note that if a delivery is missed and needs to be rescheduled, there may be an additional charge. In some cases, storage fees may also apply until a new delivery date is arranged. To avoid any extra costs, we recommend contacting our Customer Service team as soon as possible to organise a convenient time for redelivery. We’re here to help ensure your order reaches you smoothly.
Will you take away my old furniture?
While we currently do not offer furniture removal services, we recommend reaching out to a local donation centre or disposal service for assistance with your old items. If you need further guidance, our team is happy to point you in the right direction.
How long will delivery take?
Delivery times vary depending on the specific items you've selected. Once your order is placed, we will confirm the exact delivery timeframe to ensure a smooth and timely arrival.
Can I arrange collection of my purchases?
For your convenience, we currently focus on delivering your purchases directly to your doorstep, ensuring they arrive safely and securely. As such, we are not set up to accommodate in-person collections at this time.
What happens if the furniture does not fit through the door or up the stairs?
It is your responsibility to ensure that the furniture you have ordered will fit into your home and that our delivery van can access your property. We encourage you to carefully measure your entryways, staircases and any tight passages before placing your order. If our delivery team determines that the item may not fit safely through a particular space or if there is a risk of damage to your property or the item, they may refuse to deliver. Thank you for your understanding.
What if my delivery arrives damaged?
In the unlikely event that your delivery arrives visibly damaged, please do not accept the item(s) and inform us immediately. For any damages noticed after unpacking, please send us an email with photographic evidence within 24 hours of delivery and we will promptly arrange for a replacement or discuss other suitable solutions.
Do you deliver to Scotland and Northern Ireland?
Yes, we do deliver to Scotland, where delivery times may be slightly longer to ensure your order arrives safely and promptly. We collaborate closely with our courier partners to create efficient, economical, and sustainable delivery routes, often grouping orders to minimise our environmental impact.
At this time, we do not offer delivery services to Northern Ireland. However, we are continually exploring ways to expand our delivery options and hope to serve this region in the future.
RETURNS
What is your returns policy?
We want you to love your purchase, but if for any reason you want to return an item, we offer a 14-day return policy. Simply contact us within 14 days of delivery to initiate the return. Please ensure that the items are in their original packaging and undamaged for a full refund. Please note that bespoke or made-to-order items are not eligible for return.
How do I return an item?
Returning an item is simple. Just contact our Customer Services team and they will guide you through the process, providing all the necessary details.
What are your return collection charges?
Return collection charges vary depending on the size and type of item. Please contact us with the details of the item you wish to return, and we will promptly inform you of the applicable collection charge.
How long do I have to return an item?
Please ensure the item arrives back to us within 28 days from the date of delivery. To ensure a smooth return process, please make sure all items are securely packaged.
How is my refund paid?
Refunds will be credited back to the original payment method used for your purchase, whether it’s a credit/debit card or PayPal account.
How long will the refund on a return take?
Once we’ve received and processed your returned item, your refund will typically be issued within 7 working days. Please note that the exact timing may vary depending on your bank or card issuer, which is beyond our control.
If you have any further questions or need additional information, please feel free to contact us. Our Customer Service team is always here to help and ensure you have the best possible experience with us.