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Where do you deliver and is it free?
| Take a look at the map to the right, there isn't a single location on there that we don't deliver too! In fact, we also deliver to the Channel Islands which unfortunately don't appear on that map. We've searched the websites of other online furniture retailers and couldn't find another retailer who offer a delivery service which spreads further than ours. It is in fact impossible! At The Furniture Company we also cover over 90% of the country using our own specialist furniture delivery vehicles in combination with our thoroughly trained delivery teams meaning we deliver your order in pristine condition on time, every time. We also offer FREE delivery meaning you can order as little or as much as you like and know that your order will be delivered totally free of charge! * Please note that there may be a very small delivery surcharge to some non-mainland areas such as Northern Ireland, Southern Ireland, Channel Islands, Isle of Man and Scottish Offshore Islands. Any delivery surcharges will be advised after order placement and you will be given the opportunity to pay the delivery surcharge and continue with your order or cancel it for a full and immediate refund. |
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How does delivery work?
We offer a quick and easy delivery service on all products on our website right across the UK. Unlike other competing online furniture retails we offer FREE delivery no matter how large or small your order. Therefore you can buy as much or as little as you like and know there are no hidden delivery costs involved.
Upon receipt of your order, The Furniture Company will send
you an order confirmation by email (or post where email
is unavailable), containing specific information
regarding stock availability and anticipated delivery
timescales.
We thought you'd like to know exactly how our deliveries are organised and for that reason we've outlined the process from start to finish below;
- When your order is in stock and therefore ready for delivery it will be planned into a delivery route by our logistics team.
- We will then call you on all phone numbers provided to advise of a date and time slot for delivery. We aim to give a minimum of 3 working days notice of the delivery date.
- Next we will email you to confirm the delivery date and time slot and if we haven't already confirmed the delivery on the phone, we will ask you to reply to the email to confirm delivery is acceptable and pass on any delivery instructions you would like us to follow
If the date and time slot we provide you for delivery is not suitable then we will remove your order from the delivery run at your request and contact you again within 5 working days maximum with a new delivery date and time slot. We will repeat this process until we find an arrangement that you can accommodate. As we carry out over 90% of our deliveries using our own delivery vehicles and drivers we have a highly commended and flexible delivery service, upon your instruction we can offer to; call you before delivery, leave your order with a neighbour or in a safe place, deliver to your place of work and we are open to further suggestions to help improve our delivery service to you.
Our delivery team will also place your order in the room of your choice where health and safety laws permit and you will be given ample time
to check your goods carefully for any visible damage
before signing for them. Please do not dispose of any packaging until you are
totally satisfied with your purchase as any returns will need to be in their original packaging.
How long does delivery take?
A delivery time scale is shown in the 'Delivery & Availability' section on every product on our website. Delivery timescales vary depending on product stock
availability and lead times from our suppliers. The lead
times quoted on our site are based on information
provided by our suppliers and logistics team. We
regularly check with suppliers to ensure that timescales
are realistic, as speed or service is of great
importance to us. Click here to view our current lead times for every supplier on our website.
Occasionally we are unaware of variations in lead
times, until orders are confirmed by our suppliers, once
we become aware of any change we will advise you
by email or telephone immediately. Our customer service team are constantly working behind the scence to check stock availability and to ensure your order is progressing efficiently.
Some densely populated areas can benefit from more
frequent delivery, whereas in more remote areas delivery
timescales can be slightly longer, for example, the Highlands of Scotland. If you have an urgent
requirement, please contact us and we will do our up
most to meet your needs.
If you are not present to accept delivery, our delivery team will then follow any instructions left by you at the time of placing the order or when we booked in delivery, for example, leave in the garage or leave with the neighbours at number 42.
It is in the interest of every customer to receive delivery of their order in the lead times we quote. The quoted lead time is the time it will take for your purchase to arrive into your home from the date you order. Please be aware that many of our competitors lead times don't include the time it takes for your order to arrive with you after they receive it into their warehouse whereas ours do! Our lead times are approximate but are checked regulary to ensure they remain accurate and reliable. In the event that you have ordered products from a mixture of brands please take the longest lead time as the lead time for your order as we usually deliver everything together. We carry massive amounts of stock so if you need your purchase quickly we can usually deliver within 24 hours on selected products, please call us on 0845 643 2564 to discuss this further.
What days do you deliver?
We deliver orders 7 days a week usually between the hours of 8 AM and 8 PM, however in some cases we can arrange for deliveries early in the morning or later in the evening to help fit in with our customers lifestyles.
Can you offer special or quicker delivery?
Our lead times are just the expected delivery timescales of the brands we deal with and we like to overestimate these rather than underestimate to ensure we don't let our customers down. However, dont let our delivery time scales dishearten you if you find them a little too long compared to your expectations! We have incoming deliveries from all our suppliers every week. Wherever possible we will try to squeeze your order in, on the soonest incoming delivery. If you have any special delivery requests, you can talk to our customer service team by ringing our sales line on 0845 643 2564. We will be glad to assist you and find a resolution for your delivery dilemma!
How do I claim a VAT refund if live in the Channel Islands?
If you reside in and have your order delivered to the Channel Islands then you may be entitled to a full refund of the VAT element of your order. In order to claim your VAT refund then please follow the following steps;
- Process your order with us as normal either online or over the phone.
- After placing your order you will be sent an email confirmation, please reply to this stating you are having your order delivered to the Channel Islands and you wish to claim a VAT refund.
- We will then refund the VAT element of your order and email you to confirm this has been completed and the amount of VAT refunded.
For online purchases, your card will be authorised on
the day the order is placed. This is for security and
anti-fraud purposes, to allow us to proceed with your
order. This is called a "deferred payment" and funds
will not be taken at this point but a hold will be placed on them. We will send you a
confirmation email to notify you of your successful
order placement.
Once the goods are ordered, the
payment will be "released", and the funds will be
debited from your account.
In all cases, your account will not be debited
until we have ordered the goods, and we cannot despatch goods until your
payment has cleared.
How do I change or cancel an order?
If you wish to change an order then please
contact our customer service team by emailing us at
contact@the-furniture-company, please quote your order number and the name of the product(s) you would like to change your order to.
Please note that cancellations can only be accepted in writing (via email) and will not be accepted over the phone. Cancellations for made to order (personalised) products will not be accepted after the order has been processed. As a long established and reputable company we will always abide by government legislation such as the Distance Selling Regulation and related acts. If your order is out of stock then we will always offer a suitable replacement as we value customer service enormously and want you to maintain your order with us.
What is your returns policy?
We want you to be delighted with your purchase. Once you receive your furniture you have seven days to decide if you wish to return it. If so, then you can either arrange to return the goods yourself or you can ask us to collect them from you for a small fee. We hope you will be happy with your purchase, once
you have received your order we encourage you to email us with any queries you may have. Please read
our
Terms & Conditions page for more information regarding order cancellations.
What is your refund policy?
Once goods have been returned in their original
or adequate packaging appropriate action will be taken. When a refund is due we will ensure it is completed the same day and will also send you an email to confirm the refund has been completed and the amount refunded.
Please read our
Terms & Conditions page for more
information.
What is your complaints procedure?
In the highly unlikely event you are not satisfied with the level of service
you receive, please let us know by emailing us
contact@the-furniture-company or write to us at:
The Furniture Company
Unit 12, Glacier Buildings,
Harrington Road, Brunswck Business Park,
Liverpool
L3 4BH
United Kingdom
We undertake to
- deal with your complaint fairly, confidentially
and effectively
- acknowledge your complaint within 1 working day of receiving and
deal with it there and then
- keep you updated on progress made
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