Frequently Asked Questions - at home

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I’m unsure about the colour of a product?
We know that the last thing you want is to open your latest online purchase only to find that it just won’t go with the rest of your carefully styled décor. Don’t worry, we have material swatches available for the majority of our upholstered products, such as sofas and armchairs, which we will happily send out to you for comparison.

Though we can not send out colour samples for our other product ranges, we do offer a 7 day no quibble return policy, so if when it arrives you’re not completely satisfied with your colour choice, contact us and we will arrange for it to be returned. Please note that whilst we will refund the cost of the product, you will unfortunately still have to pay a return carriage fee. To qualify for this refund you must return the product unused, unassembled and in its original packaging.

How do I know if it will fit through the door?
For our larger items, such as sofas, dining tables and sideboards, the box dimensions are given along with all the other important information on the relevant product pages, so please ensure that the item will fit through your door before placing an order.

Can I cancel my order?
An order can be cancelled up to the point of dispatch. You will receive a Dispatch Notification confirming when your item has been sent and is no longer possible to cancel.

DELIVERY

When can my purchase be delivered?
Weekend deliveries can be expensive and we therefore do not offer this as a standard delivery option. Please contact us before placing your order and we will provide you with a quotation.

Similarly, we are also unable to offer deliveries for a set time as this is almost impossible to guarantee. We do, however, offer a 9:30am service and a noon service for some of our products. Please call and we will provide you with a quotation.

What if I am out when my goods are delivered?
We highly recommend that you stay in to receive your goods and thereby eliminate any potential disappointment. For details of when your product will be delivered and how you will be informed of this, please refer to the individual product listings, where you will also find information on what will happen should you miss the delivery.

Where do you deliver to?
The free delivery policy applies to UK mainland addresses only. We can deliver to the Scottish Islands, Channel Islands, Isle of Man, Isle of Wight and Northern Ireland, but there will be an additional delivery charge. This charge is dependant on location and the type of product ordered, so please contact us either by phone or email to find out the exact price and arrange delivery.

We apologise as we are currently unable to deliver to an international address outside the UK.

How will my purchase be delivered?
The delivery method we use varies from product to product. Larger products that are shipped ready assembled are often delivered using an experienced two man service, whilst smaller items use a more efficient delivery service to keep prices low. Information regarding how each product will be delivered can be found under the relevant product listing. If you are still unsure of how your product will be delivered, please contact us.

Can I come and collect the item personally?
Unfortunately we do not operate a collection service. This helps us keep costs low and benefits you in the form of lower prices and extra savings. Plus, don’t forget that we offer a range of reliable and efficient delivery services to help accommodate your needs.

RETURNS

Please take the time to read our Returns Policy before making a purchase. We are proud of the products we sell and the service we provide, but we also understand that occasionally things can go wrong. When they do, we want them resolved as quickly and efficiently as possible and we’re sure that you want the same. By reading the following information you can help us achieve that.

My item is damaged…
If you receive your goods and they are damaged, you must contact us within 24 hours of taking delivery and we will arrange a replacement for you as quickly as possible. If for some reason the item does not come back with the carrier, please inform us of this when you contact us and we will make arrangements for the damaged item to be collected.

If we have the item in stock we will dispatch a replacement as soon as the damaged item has been received by us and inspected. If the damaged item has a longer lead time then, where possible, we will do our best to deliver the item faster than was originally available.

Photos of any damage will help speed up the replacement process as we may be able to dispatch a new product before receiving the old one. Please send any photographs to customer.service@yourdepartmentstore.co.uk

Should you decide you do not want a replacement for the damaged product, you will unfortunately still have to pay a standard collection charge of £35.

We reserve the right to inspect any goods returned to us before issuing credit.

I have changed my mind…
We hope that you will be happy with your new purchase, but we do accept that sometimes you need to see it in your own home before you can know for sure if it’s the right item for you. That’s why we offer Home Approval with everything we sell. If you do wish to return the goods, you must inform us of this within 7 days of receipt of the item, and then return it unused, unassembled and in the original packaging.

To return the item back to us you can either arrange for delivery to our warehouse yourself, or we can have the item collected on a week day that is convenient for you. You will unfortunately have to pay a standard charge of £35 for the return delivery. Once the item has arrived at our warehouse and has been inspected we will refund you the full amount, minus the return carriage fee if this has also been arranged by us.

SECURITY

How secure are my payment details?
All important information regarding your transaction is protected and encrypted using Secure Sockets Layer (SSL) software, which encrypts information you input.

Following your transaction, all card details are removed from our system. This is why you will be required to input your details each time you buy from us.

We have selected PayPal to partner for all of out transactions because they are a market leading provider, adding to the security of your transaction.