Many of our most commonly asked questions are answered here.
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Questions about delivery
How long will delivery take?
Delivery time will depend on the items purchased. For large furniture items that are in stock, delivery will be within a maximum of 10 working days as long as the customer is available to accept their order. Medium and small parcels are usually dispatched within 48 hours of payment and just take a few days to arrive.
Will I be notified of my delivery date before hand?
As above this will depend on the type of item. For large furniture items you will be contacted within 24 hours of dispatch to arrange a convenient delivery date, you will also be given an AM or PM slot. Medium and Small parcels can usually be tracked online so you can check the expected delivery date with the carrier. You will be notified when the goods have been dispatched and given a tracking number and tracking information where possible.
Can I request a specific delivery date?
Unfortunately we are unable guarantee delivery on requested days; our courier will contact you to arrange a mutually convenient delivery date and try to make your delivery as easy as possible to accept.
What happens if I cannot accept my delivery?
If you are unable to accept your delivery for any reason after the order has been dispatched a return charge of £50 will apply for all large furniture items, a £25 charge will be applied for Small Furniture items and a £15 charge for Small Packet Items.
Can I pay for my item after it has been delivered?
None of the items can be paid for after they have been dispatched/delivered. Full payment has to be received before any items will be dispatched, or a delivery date arranged.
What happens if my purchase arrived broken/faulty?
As per our terms and conditions, if you receive a damaged or faulty item we will offer either a replacement or full refund. Please contact us by phone on 01225 762626 or via email to firstname.lastname@example.org within 7 days of payment to report the problem.
Can I return a product that is not damaged or faulty?
If you make the decision to return your order, any money you have paid for your order will be refunded, apart from a return fee of £50 for all large furniture items, £25 for Small Furniture items and a £15 charge for Small Packet Items. The item must be returned in its original condition.
Questions about our products
Can I view before purchase?
Yes. We don't have a dedicated showroom, but we welcome visitors to our warehouse; Our warehouse is in Westbury, Wiltshire, and you'll need to let us know if you plan on dropping in for a visit so we can be sure somebody is there to greet you.
How do I know my furniture will fit?
Before you order, please be sure to check whether the furniture you want will fit in your home. Please measure your doors, narrow halls and stairways or awkward access routes before you order larger items.
How Accurate are the measurements?
All our dimensions are in centimetres and in the order: Width x Height x Depth. As our furniture is all handmade, dimensions can vary up to 3 cm each way. In the unlikely event we may have to alter the specifications of one of our products we will let you know about any changes to your order before we dispatch it.
Are the pictures of the furniture accurate?
In order to make sure you know what you are getting when you order, we take all our own pictures of our products. If you would like to receive a free wood sample any of our ranges, please click here, call 01225 762626 or email email@example.com.
Are the colours I see on my screen accurate?
It is impossible to perfectly re-create the tones and colour of natural wooden furniture with absolute consistency on the internet, but we do our very best to achieve this. Different screens, graphics cards and viewing conditions can significantly alter the appearance of rich colours and therefore we suggest viewing as many products in a single range a possible, to get a better idea of the different colours than can be expected under different lighting conditions.
Is the furniture Made from solid wood?
Unless specifically stated otherwise in the product description, all of our furniture items are made entirely from solid wood - this includes all drawer bases and backs.