FAQ

Buying furniture is very much a considered purchase and we are very aware that many customers want to feel that they are buying their chosen furniture from a trusted source. We have therefore tried to use this section to answer many questions that we often get asked and provide you with a sense of what it means to buy from us through our website.

To make things easier for you we have listed below the answers to the questions we are most frequently asked. If your question is not answered below, please forwad your question to us directly at and we will respond to you as quickly as we can, usually within 24 hours.

PRODUCT ENQUIRIES

1. I have an enquiry regarding a product
   If you have any questions or need any help or advice please feel free to contact us by or by calling our team on 01926 493508.
    

CATALOGUES & BROCHURES

1. Do you have catalogues?
   In an effort to keep our costs (and therefore our prices) as low as possible, we don't print paper catalogues. Instead, all our extensive selection of furniture is on display here on our website. If you have any questions or need any help or advice please feel free to contact us by or by calling our team on 01926 493508(lines open 10am until 9pm - 7 days a week).
2. Do you have any showrooms?
   No, our website is our only showroom. By shopping online with us you will avoid hours of driving around from one showroom to another. 
3. Do you offer samples?
   We are able to send some samples of fabric, leather and wood for some of our furniture ranges. Please contact us by and we will try to source a sample.

SECURITY

1. How safe is it to give my credit card details online?
   None of the customers who have shopped at Furniture Location or our sister website, Childrens Funky Furniture, have ever reported fraudulent use of a credit or debit card as a result of purchases made with us. Our website uses SagePay as our PSP (Payment Service Provider) and all data transferred across the site is fully encrypted. We are also fully compliant with the RBSWorldPayUK scheme that requires our compliance with stringent data transmittal and usage protection processes as a matter of course through our daily business.
    
2. How will you use my personal details?
   Furniture Location has a strict privacy policy that ensures that all customer information is kept entirely confidential. We will never pass your details on to a third party.

ORDERING & PAYMENT

1. How can I place an order?
   You can order online simply by clicking the "Buy Now" button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click the "Proceed to Checkout" button which takes you to our secure checkout. You may then enter your delivery and billing information and credit card details and submit your order via our secure server. Alternatively, if you'd prefer to place your order over the phone you can call a member of our sales team on  01926 493508(lines open 10am until 9pm - 7 days a week).
2. What methods of payment do you accept?
   We accept MasterCard, Visa, Switch / Maestro, and JCB cards as well as personal cheques and bank or building society cheques (all cheques made payable to "Furniture Location").
3. Do Furniture Location prices include VAT?
   All prices quoted by us include VAT at 17.5%
4. How do your prices compare to others?
   Our prices reflect a saving of up to 30% off the manufacturer's suggested retail price. While list prices and discounts vary from place to place, we are confident that our prices are among the most competitive anywhere in the UK. If you see an item cheaper elsewhere we'll do our best to beat that price. 
5. What happens once I've placed my order?
   When we receive your order we'll order your items from our suppliers (unless they are in stock). Once your goods are available you will be contacted by telephone by our home delivery company to arrange delivery. Parcel deliveries will be delivered within the stated delivery time and will not be booked-in in advance. For more details on delivery, please see the Delivery section of these FAQs.
6. What happens if I want to cancel my order?
   An order may be cancelled at any time between the placement of the order and 7 calendar days following delivery of the goods. If you change your mind and decide to cancel your order before it has been delivered, please contact us as soon as possible by or calling us on  01926 493508(lines open 10am until 9pm - 7 days a week). We will need to know the name the order was placed in, your order number, the item(s) you wish to cancel and the reason for cancellation. If your order has already been delivered and you wish to send it back, please refer to our Returns Policy in the After Sales section of the FAQs.

DELIVERY

1. What is Furniture Location's Delivery & Returns policy?
   Please refer to our Delivery & Returns section to view all our policies regarding this topic.
2. When can I expect my order?
   Delivery times vary according to the product and the manufacturer. Approximate times are given next to each product description but these may vary from time to time and we will endeavour to notify you as soon as possible of any delays we are made aware of. We use a variety of carriers and furniture suppliers so the items you order may come from more than one place and be delivered separately. If this is the case we will contact you to inform you and, where possible, give you the option of a single delivery date. If you have further questions about your delivery please contact us by .
3. Are you able to deliver outside the UK mainland?
   This option is not currently available at the checkout; however we are happy to help you if you require delivery outside the UK mainland. We will deliver free of charge to a nominated mainland GB address e.g. a port. If you wish to make you own arrangements for onward shipping from that point you are free to do so. Alternatively, we can arrange the onwards shipping and will only charge you the cost of this - no premium will be added for providing this service. Similarly, if you require International Delivery we will be happy to provide you with a quote and make the arrangements for this. If you would like a quote for onward shipping or International delivery, please contact us by .
4. What if I need to delay delivery of my order once it’s ready?
   We understand that your plans can change and that, if you are having work done in your home, building projects are frequently delayed. If you are unable to take delivery of your order when it is ready, please as soon as possible so that we can make arrangements to delay delivery from the supplier or store your order. We will store your order free of charge for 21 days. Beyond this time we are obliged to charge a weekly storage fee of £10 per week.
    

AFTER SALES

1. What if I later find damaged goods in my delivery?
   We work very closely with our suppliers and delivery contractors to ensure all the products we sell are of a high quality and packaged suitably for the journey to your home. Unfortunately, items may occasionally sustain minor damage during transit or contain a manufacturing defect. If this occurs, please contact After Sales immediately by . We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them collected and a replacement sent in its place. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through After Sales (unfortunately we are unable to pay for returns which we have not authorised).
2. What if part of my order is damaged/faulty/missing?
   We understand how frustrating it is to find something is damaged/faulty/missing when unpacking your order. In order for us to rectify the problem efficiently, please provide a) your order number, b) the name of the product that is the problem and, in the case of parts, c) a description of the spare part required (please quote the part number on the assembly instructions where available). Please provide these details by .
3. What is Furniture Location's returns policy?
   Please refer to our Delivery & Returns section to view all our policies regarding this topic.
4. What if I wish to return an item?
   If you wish to return an item you need to notify us in writing by email within 7 calendar days of receiving your order, stating the name the order was placed in, your order number, the item(s) you wish to return and the reason for returning the item(s). Please note that we are unable to accept returns of mattresses once they have been removed from their packaging. Items that need to be returned must be re-packaged in their original packaging. Please see our Returns Policy for further details. If you wish to return an item please .
5. What is Furniture Location's policy on refunds?
   If you cancel your order within 7 days of initially placing your order we will issue you with a full refund. If your order is cancelled after this initial 7 day period, we will issue a refund subject to a discretionary 30% surcharge on items ordered by us on your behalf with our suppliers (this is enacted if we have committed expenditure on your behalf in placing the order with our supplier(s). If you cancel your order after you have received your goods we will issue you with a refund once the goods have been returned to us and they have been inspected. The refund will be subject to the returned items being in good condition. A collection charge of £45 will be deducted from your refund unless you choose to arrange return delivery yourself. Please note that refunds may take up to 30 days to process. If you have any questions relating to a refund please .
6. What warranties do you offer?
   All of our products come with a full manufacturer warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.
7. What if I wish to make a complaint?
   We try our hardest to provide our customers with an excellent service. If for any reason you are not satisfied we would like to hear from you. If you wish to make a complaint please .