Frequently Asked Questions
Below are frequently asked questions, where you may find an answer for most queries. If they do not help to resolve your questions please contact us for further assistance!
Frequently Asked Questions
Can I Get An ETA On My Delivery?
Our couriers operate an all day (8-6pm) delivery service and unfortunately, an ETA is not provided. However, if you provide a valid mobile number with your order text alerts and updates will be sent to you! These updates include information on delivery date and how to track your order.
If you cannot be in for the whole day and need to go out please let us know so we can either re-arrange a more convenient delivery date for you. If you would like the item to be left in a safe place/with a neighbour we can arrange this. Please send us a message after the order or simply leave a note for the courier on your door with instructions.
All items, unless highlighted otherwise, are dispatched with a 24 hour delivery service and are usually delivered next day, however there can be exceptions where parcels are delayed. Sofa and Bed orders will usually be delivered up to 21 days from placing an order.
If you do not want next day delivery and want a delayed date or Saturday delivery, you will be able to select your own delivery date using our delivery calendar at checkout.
How Do I Track My Order?
You should have received a tracking number and the name of the courier with your confirmation dispatch email. From here if you then visit our courier's website you will be able to track your item using the number provided.
To find your tracking number on our website visit the Order Information section at the bottom of the page. If you fill in your details there and then proceed you will see a "Track" button at the bottom of this page. This will give you all of the tracking information for your order. If you still are having trouble finding your tracking information or tracking an order then please do not hesitate to contact us!
How Do I Return An Item?
If you would like to return an item then please visit the "Contact Us" section at the bottom of the website and either send us an email or give us a call on 01747 863333. When emailing please provide your name, order number and the reason for return. We will then be able to assist you and make arrangements for returning the item.
Please note as per our returns policy unless an item is faulty/damaged then there will be a return cost deducted from your refund. This return cost depends on the volume/weight of the items so this will vary for different products, however, you will be informed of this exact cost before we arrange a collection for you.
What Do I Do If My Order Has Not Come On The Specified Delivery Date?
Occasionally there can be hold ups with our couriers that can cause minor delays in delivery, however, if this is the case you should receive a call/email from us on the morning of delivery informing you of this delay. We will then do our best re-arrange a delivery date/time that suits you.
If we have not contacted you and you have been in all day waiting for the order the first thing we would recommend is to track your order. It may be possible the items have been delivered to a neighbour for example, or that the items are still out for delivery and the driver is just behind schedule. This would be highlighted in the tracking information for you.
If you are unable to find any information on the tracking or would like our team to look into the delivery for you please contact us and we will look into the delivery. We will do our best to get back to you with an update ASAP. If there has been an issue with the order we will resolve this immediately and arrange a re-delivery date.
I Live In A Flat, Can The Driver Take The Items Up To My Floor?
Unfortunately, our couriers are only authorised to deliver items to the front of a property. This means that when delivering to a flat or apartment complex our drivers are only able to deliver the items to the front of the property and not to your specific floor/flat.
We are very sorry about this and we advise if you do live in a flat/apartment and are unable to transport items from the front of the building to your door so please ensure someone is available to help you with this on the day of delivery. If this is going to be an issue please contact us and we will always try to do our best to help!
Can I Specify A Delivery Date?
Yes of course! You can select a nominated delivery day in our checkout. Please note that we try as hard as we can to work to this date, but sometimes circumstances outside of ours or the couriers control mean we can't guarantee it. We'll keep you updated with tracking details and order updates throughout the process.
Do I Get A Guarantee On My Item?
You do! All of our items come with a 1 year Guarantee - please see our Guarantee section for further info.