Delivering Safely and Securely

FAQ & Help

Ordering

Do you have a store?

Yes! Located in the beautiful town of Ross-on-Wye is our furniture store called Enhanced Homes. Inside you can view all of our ranges of furniture, talk to our knowledgeable staff and see, feel and experience our furniture before buying.

How can I Order?

You can order online, in our store, or by calling our customer service team.

Payment options

We accept most major credit and debit cards for orders online, via the phone and in our store, including Visa, Mastercard, American Express, Maestro and Electron. We also accept Paypal payments online. We can also accept cash payments instore.

 

Product Questions

Will I have to assemble my furniture?

All items delivered by our own home delivery service can be unpackaged, put together and placed in the room of your choice, and we can even take the packaging away. Please contact our customer service team to arrange this. Most of our products come fully assembled and ready to use. We highlight which of our larger items (like beds, wardrobes and dining tables) that require minimal assembly in our product descriptions on our website.

What are the product dimensions of your furniture?

Dimensions for all our products can be found on the ‘more information’ tab on our product pages. If you would like to know the dimension of the item in its box, please contact our customer service team to find out.

 

Delivery

When will my order be delivered?

When we have received your order, we will begin processing it and working out the quickest way to get your furniture to you. We will contact you with details of your delivery via email.

When will I know my Pre order is ready for delivery?

Once your pre-ordered items have arrived at our warehouse, we will contact you to arrange free delivery of your order.

How does delivery work if part of my order is a pre-order?

As part of our commitment to the environment, we would prefer to deliver your goods all at once. We offer free delivery to all customers who have a pre-order item as part of their order, if you would like to receive all in stock items as soon as possible this can be arranged but will incur an additional delivery fee. When your pre order items arrive, these will still be sent out for free. We will keep you updated with any developments to your order, and as soon as it has arrived, we will contact you to arrange a delivery date.

How much does delivery cost?

For full detail on our delivery options and prices please see our Delivery Information Page.

Can you remove my old furniture?

Unfortunately not - you will have to arrange disposal of your own furniture. Many local and national charities offer this as a service, often free of charge.

Can you deliver to a room of choice?

We offer a delivery to room of choice service free of charge to all of our customers accepting their delivery from one of our own drivers. If you just ask one of our drivers when they deliver to take your order to a room of your choice, they will be more than happy to do so.

Can I choose my own delivery time and date?

Unfortunately not. We are a small family run business and so are only able to deliver to an area on a specific day of the week. If you are not able to receive your order on the day we are due to deliver to your area, we are happy to arrange delivery to a friend, neighbour or a safe place, or reschedule your delivery for a different day.

Do you deliver to non-mainland UK addresses?

Currently we are unable to offer delivery outside of the mainland UK. Orders to Northern Ireland, The Republic of Ireland, the Channel Islands and other offshore islands can be delivered to a shipping company of your choice, as long as they are based in the mainland.

I need to change my delivery date

If you need to change a delivery date, please contact us and we will do our best to accommodate this.  Additional charges may apply dependent on the service chosen.

What couriers do you use?

Dependent on the size of your item(s), the delivery service you select and your location, your order will be delivered by one of the following:

Furniture.co.uk Home Delivery

DHL

MXL

Can I choose a courier?

As a matter of course - no.  The courier will be allocated by us based on several factors, including the size of your item, the delivery address and the delivery service you have requested. If you require delivery to outside UK mainland or the highlands and want to choose a courier service for this, please contact our customer service team to arrange.

Can I collect my order?

Yes. If any number of your items are in stock, you can collect your order from our warehouse located in the Forest of Dean, which is open 7 days a week. Contact our customer service team to arrange collection.

Can I provide more detailed delivery instructions?

Absolutely! If after placing your order you feel we would benefit from additional information for your delivery please contact our customer service team.

 

Custom Orders

I don’t see the colour I want can I have my items in another colour?

Yes, you can. Just fill in the comments section at the bottom of our Custom Order Form and leave your contact details and we will be in touch to discuss your needs.

I want to choose a custom colour, what information do you need?

Name of colour, and range it’s from, we work best with Farrow and Ball, the Dulux range or the RAL Colour Chart of which we just need the RAL number. Alternatively, you can send us a colour swatch that you wish your furniture to match and we will colour match it for you. RAL Color Chart

I don’t know the name of the colour but I have a sample/swatch.

Perfect! We can also match your custom furniture to swatches or samples that you have. When filling out our Custom Order Form select the option to send us a custom swatch/sample for your colour.

We will then contact you with information on where to send the colour swatch/sample.

Please be aware to not send any precious or valuable items to be used as a colour match as we cannot guarantee the safety or security of it.

 

Contract creation and electronic contracting

The technical steps required to create the contract between you and us are as follows:

  • You place the order for your products on the Website by pressing the confirm order button at the end of the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Website.
  • We will send to you an order acknowledgement email detailing the products you have ordered. This is not an order confirmation or order acceptance from Furniture.co.uk.
  • As your product is shipped from our warehouse we will send you a despatch confirmation email.
  • Order acceptance and the completion of the contract between you and us will take place on the despatch to you of the Products ordered unless we have notified you that we do not accept your order, or you have cancelled it in accordance with the instructions in Contract Cancellation.
  • Non-acceptance of an order may be a result of one of the following:
  • The product you ordered being unavailable from stock. - Our inability to obtain authorisation for your payment.
  •  The identification of a pricing or product description error.
  • You not meeting the eligibility to order criteria set out in our Terms and Conditions.