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Terms and conditions

Please read on

Terms and conditions

Please read on

At Home Furnishings, the North East's premier home furnishings store

This site is owned and operated by At Home Furnishings Outlet Limited trading as At Home Furnishings (referred to as At Home Furnishings "we" "us" "our" or “Seller”).

At Home Furnishings Outlet Ltd, head office is at:
2a Malleable Way, Stockton-on-Tees, Cleveland, TS18 2QX.
Company Registration Number: 04121045
VAT Number: 755346514

By using or accessing this website and/or placing any order(s), you agree to be legally bound by these terms and conditions. All other terms and conditions, including those that may be proposed in any order submitted by you, are expressly excluded and shall have no effect.

These terms relate to sales over the Internet only. Separate terms and conditions apply to purchases made directly from our stores.


Measurements are given as a guide and may vary slightly. All our prices are inclusive of VAT and exclude the price of delivery. Photographs displayed on our website and display models and samples in our stores are representative of the finished product. Whilst every effort will be made to match all colours and finishes, goods are supplied on the understanding that there may be slight dye, shade and grain variations, particularly with natural products such as wood. Leather products are made from quality hides and may not be uniform in colour or texture and will show natural marks and scars. Colours will be affected by your monitor and by your printer and therefore may not be 100% accurate to the finished product. Exact colour swatches can be seen in store.

Making a Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. We accept Visa and MasterCard and Switch. You may also pay using PayPal or Klarna. When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. Your order will be deemed to have been accepted by us only once you have received delivery. We reserve the right not to accept an order if: we do not have the stock to full fill the order, we are unable to deliver the product to your area, an item was incorrectly priced or described on the web site, your payment was not authorised, you have not complied with our terms and conditions of sale.

Shipping and Handling

Pick up from our store is permitted; the prices on our web site reflect online orders only. You may collect the items from our store and negate handling and postage charges however you need to complete and pay for the order online. Once you have placed an order you will be notified by email when your order is ready for collection. You must have received a collection status email from us informing you that your order is ready for collection; otherwise the prices for the items you have selected (and / or) paid for are those that are in effect at the store, at the time of your visit / purchase.

Large item deliver

The delivery charge is £59 for delivery within the North East of England only. Charges for deliveries outside this area are available on request. We only deliver to the first floor of any house/apartment, except when arranged separately at time of order which may incur an additional charge. If you believe your delivery address is outside England, Wales and Central Scotland then please contact us before you attempt to place an order.

On receipt of your product into our distribution centre, we will contact you to arrange delivery. You will be offered an initial delivery slot but if this is not acceptable we will offer a maximum of two alternatives. Target delivery dates will be arranged within our normal delivery areas on designated days, which we will notify to you. On the delivery day a two person team will place your furniture into the room of your choice. Product will be unwrapped (except where the product is self-assembly) and you will be asked to inspect the product. All rubbish will be removed. You must inspect all goods on delivery and advise us of any shortfalls or visible damage, we cannot accept any claim for damage where the product is not unwrapped and inspected at the time of delivery.

Note that you will have been advised separately if the delivery crew is undertaking any assembly work (this applies only to certain ranges). Where you have selected multiple products from us then we may need to make more than one delivery to you. This is particularly the case with cabinet furniture where much of our range is delivered directly by the supplier on specialist transport. Where this is necessary we will not charge for the additional delivery

All delivery dates quoted at the time of your order are estimates. Whilst we make every effort to ensure that we honour estimated delivery dates, it is possible that circumstances beyond our control may cause delivery dates to be changed.

Cancelling your order (online only)

When the Buyer is acting as a Consumer (e.g. individuals buying for private use rather than for business use), the Buyer has the right to cancel the order by notifying us in writing (including email) before delivery or within 7 working days of receiving of the goods EXCEPT where the goods have been made to the consumer's specifications (Made To Order). When a Consumer cancels an order under "The Consumer Protection (Distance Selling) Regulations 2000" the Products must be returned to the Seller as outlined in Section title "Returns Policy" of these Terms & Conditions. The Seller will issue a full refund to the Buyer of the price paid for the Products. Delivery charges will not be refunded after Delivery unless agreed by the Seller.

Made to Order Product

Made to order products, have been produced specifically for you, therefore no refunds or exchanges can be made after 7 days of placing your order unless there is an error on our part regarding the product specification, or the item is found to be faulty.

Delivery Schedule

When an order is placed by the Buyer and accepted by the Seller, the Seller will place an order on the Manufacturer. Many products offered by the Seller are manufactured by the Manufacturer specifically for the Buyer's order. The Buyer should note that goods are not normally shipped from stock and that there is a delay between accepting the order and offering a delivery date for the goods whilst the manufacturing process and distribution process is scheduled and executed. Usually this delay is between 4 to 8 weeks, but it can vary depending on many factors such as general demand levels and availability of product components.

A "Latest Delivery Date" shall be determined on acceptance of an order by the Seller. Unless otherwise agreed between Buyer and Seller this will be 35 days after the order is accepted. The Seller can extend the "Latest Delivery Date" by advising the Buyer via email of an anticipated delay in delivery and advising the Buyer of the new estimated "Latest Delivery Date". This "Latest Delivery Date" shall be used to permit the Buyer to cancel unreasonably delayed orders without incurring cancellation charges but also to protect the Seller and Manufacturer from unreasonable cancellation of an order for a built to order product during the normal manufacturing timescales. Where the Seller notifies the Buyer of a potential delay in delivery and extends the "Latest Delivery Date" the Buyer shall have the right to cancel the delayed order item within two working days of the notification being sent without incurring any cancellation charges. If the Buyer does not cancel the order within the specified period, a new "Latest Delivery Date" is deemed to have been agreed between Buyer and Seller.

Delivery of the products shall be made by the Seller or his agent notifying the Buyer that the products are available for collection at the Sellers premises or for delivery to such place as the Buyer may specify at the time the order is placed. The Seller shall use his reasonable endeavours to meet any date agreed for delivery and to deliver on or before the "Latest Delivery Date".

The Seller shall not be liable for any delay in delivery howsoever caused. Delivery to remote mainland areas or to areas outside mainland Great Britain will be subject to additional delivery charges. The Buyer should check with the Seller before placing an order if in doubt. The Seller will endeavour to advise the Buyer of any such charges before an order is accepted.

Where the goods are being made the customer's specifications or where the Buyer is not a Consumer and the Buyer wishes to cancel an order before delivery for any reason other than failure of the Seller to deliver by the "Latest Delivery Date", the Buyer agrees to indemnify the Seller against any unrecoverable costs charged to the Seller by the Manufacturer on the Buyer's cancelled order. In many cases no charge will be made where an order is cancelled before the manufacturing process has started or where the order is for standard products that can readily be resold. It is recommended that the Buyer requests the Seller to check the on the order status and the likely charges before confirming order cancellation. Where the product ordered is held in stock we will deliver your order right away. We will normally send your order to you within 10 business days. If no one is available to take delivery from our couriers, a calling card will be left. If you do not contact the courier, a further two delivery attempts will be made. If the courier is still unable to deliver after this point the Goods will be returned to At Home Furnishings. If you require re-delivery, At Home Furnishings reserve the right to charge additional shipping costs.


We will do our best to place the goods in the desired location, provided there is reasonable access. It is your responsibility to ensure that the product can be delivered into you home and into their chosen location. It is essential therefore that you discuss any possible restrictions on access into your home so that we can perform a risk assessment with you. You should think in particular about vehicle access, lifts and tight stairs etc. If windows or doors need to be removed in order for access to be gained it is your responsibility to arrange this at your cost and risk.


Unfortunately we do not have the facility to store your product for any length of time therefore if you cannot take the product within two weeks of us advising you of its availability, we will charge storage charges of £25 per week for a maximum of four weeks, after which we deem the order to be cancelled.

Where the product is a standard stocked line, the stock will be returned to free stock, which means that it will be made available to other customers. In this case we cannot guarantee immediate product availability when you are ready to take the order.

This will not apply where a product is available earlier than the lead time indicated or where you have specifically stipulated by a 'Not before by date' at the point of order, as printed on your order.

Disposal of old furniture

We cannot collect or dispose of your old furniture. However we ask that you do not dispose of your old sofa, table or bed if at all possible until delivery has been made as, in the unlikely event of a delivery problem arising, we cannot guarantee a loan piece of furniture.

Back Orders

If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

VAT & Tax Charges

All of our quoted prices are inclusive of VAT at the prevailing rate. However adjustments will have to be made to comply with any change in rates or other legally imposed changes in respect of VAT. Credit Card Security

When the order is placed at our website, credit card numbers are encrypted using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.

Returns Policy

We offer a no quibble returns policy and will happily exchange or refund any product which is unsuitable for whatever reason.(UK ONLY) However the Buyer must return the item or items to us, at their own expense within 7 days in the same condition and packaging in which the item or items were delivered. Missing items will be deducted from your refund.

The buyer must notify At Home Furnishings of any damages or defects within 3 days of delivery.

Please note that you have a statutory duty to take reasonable care to ensure that the goods are not damaged in transit and that we receive the goods. If reasonable care is not exercised, we may make a claim against you for not exercising this statutory duty.

All these conditions are in full accordance with the Distance selling Regulations of 2000. For more information click (UK ONLY). Please note if you purchase in store the goods purchased are not subject to the consumer protection (distance selling) regulation 2000

Faulty Goods Damaged or faulty Goods will be replaced or refunded. Please note that the courier will ask you to sign for the goods on delivery. If you have not been given an opportunity to examine the goods, please sign for them “unexamined.” If you notice that the outer packaging is damaged, then please sign the delivery paperwork as “package damaged” or if you so wish refuse the delivery.

If you cancel your order once it has been delivered, you must not use the goods, must take care of them, and must make them available to us when we call to collect them on the date we will agree with you. We will collect the goods and then refund the cost of the items ordered within 30 days of cancellation.

Please ensure that the goods are maintained in a saleable condition and in their original packaging. Self-assembly furniture cannot be returned once assembly is part or fully completed, unless the item is found to be faulty.

If you do not comply with your obligations above, we will not agree to the refund or may make a reasonable charge to cover any costs that we incur (for example in respect of wasted collection journeys or goods that you have damaged or lost). Your statutory rights are not affected.


At Home Furnishings guarantees all Goods for 1 year from the date of receipt against defective parts, manufacture, materials and/or workmanship (Click here for returns policy). The product(s) supplied are to be used for the purpose and in the manner for which they were designed. We are unable to accept a claim if the product has been subject to unfair wear and tear, misuse, or accidental damage. After 28 working days from the date of delivery, goods deemed faulty may be repaired or replaced dependent upon the nature of the fault and our discretion. No responsibility will be accepted for damaged caused by cleaning if the care and maintenance instructions supplied have not been followed. We or our manufacturers may choose to instruct an independent third-party specialist to carry out an in-home assessment of your product and claim to assist in our decision-making. Our warranty only applies to domestic products that have been purchased and used in a domestic setting. Our warranty does not apply to products used in a commercial setting or premises unless agreed in advance. Our warranty can't be transferred to anyone else if you decide to sell your product within the warranty period. Some of our suppliers offer extended warranties on various products. These extended warranties may require the product to be registered with them to activate the extension. In the 12 month period At Home Furnishings will take care of all service issues in the first instance. After this time, extended warranties will be passed on to the supplier/manufacturer and these will be subject to their own terms and conditions.

Reaching Us

If you need to reach us, please email, call or write to us at:

At Home Furnishings
Southside Retail Park
Portrack Lane
Stockton On Tees
TS18 2TA


Telephone: 01642 607 912

Our working hours are Monday to Saturday 9.30am to 6.00pm & Sunday 10.30am to 4.30pm


If you have any doubts about your statutory rights please contact your local Trading Standards department or Citizens Advice Bureau.
Southside Retail Park
Portrack Lane
TS18 2TA
01642 607912
Monday 9.30 - 18:00
Tuesday 9.30 - 18:00
Wednesday 9.30 - 18:00
Thursday 9.30 - 18:00
Friday 9.30 - 18:00
Saturday 9.30 - 18:00
Sunday 10.30 - 16.30
At Home Furnishings Outlet Ltd
Southside Retail Park
Portrack Lane
TS18 2TA
Reg No: 04121045
VAT No: 755346514
Please be aware that images are for illustration only. For example, suppliers only take images in one cover and the range might not be pictured in a middle price grade.

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