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Frequently Asked Questions

Q: Where in the UK are you based and do you have furniture showroom?

A: We are located in Leicestershire, United Kingdom. If you wish to visit our showroom, for directions please contact us on 01162962565or email us at sales@thefurnshop.co.uk

Q: How big is your showroom and do you display everything what's on your website?

A: Our Leicester showroom is huge 30000sqft though it's not possible for us to put on show everything we have on our online furniture website. However we are confident to say we have the biggest furniture showroom in Leicester, if you are planning a visit us, to view a particular product, we advise you to please call us before you start your journey and inquire with us if we have the product you want to view on display. We do not guarantee the product of your choice on display and we really don't want you disappointed wasting a journey.

Q: How can be a product purchased from you?

A: We offer 3 different options to place order for your favourite product.

(a) Order Online

(b) Order In Store

(c) Order over the Phone

We accept almost every method of payment forms.

(a) Pay by Credit or Debit Card

(b) Pay by Bank Transfer

(c) Pay by Cheque or Bank Order

(d) Pay a deposit and balance cash on delivery

In case you do not wish to use your credit/debit card on the internet feel free to call us free on 01162962565and we process your card payments over the phone.

Q: Is it safe to give my credit/debit details?

A: At The Furn Shop we take security very sincerely and we ensure all credit/debit card details are in safe and protected environment, your transactions are processed via a secure merchant account (Lloyds TSB) and once payment is received we provide a written confirmation via email/post to you.

Q: Please explain me the process after I place my order?

A: There are numerous stages an order goes through while under process and it's our job to keep you notified at each juncture.

Please find below what happens after an order is placed.

(a) Once you have purchased the furniture you like online or in store we will send you email for confirmations of your placed order with us with details of the product, price you have paid and the projected delivery timescale.

(b) Accounts at The Furn Shop will then verify your payment details and forward your order to our admin division for process. You will be notified when this happens; usually it takes 3 to 4 working days. In case there are problem with your payment details we may ask you to provide documents to ensure the safety of the card holder. This does not affect your constitutional rights.

(c) Our admin team will then checks stock with our stockroom or supplier and allocate the product under your invoice number. In case the item is not available our admin team with get in touch with you immediately and inform you about the earliest availability of the product.

(d) After your product is allocated your invoice will be then forwarded to our delivery and dispatch team who will further contact you to book a delivery date and time, if we are unable to get in touch with you we will email you asking you to contact us to book your delivery.

Q: Will I be charge for delivery?

A: We believe in offering value to our esteem consumers, items/orders over £300 purchased from The Furn Shop are delivered FREE to your door. Orders below £300 are charged a resonable delivery charge of £19.99. Delivery to Scotalnd is charged at £40 per order. Delivery to Ireland & Northern Ireland are charges at £70 per order.

These paid options are:

(a) Two man deliveries to the room of your choice charged at £19.99 per order.

(b) White glove delivery service which includes product taken to the room of your choice, unwrapped, assembled on site and the rubbish taken away. This service will cost a 10% of your cart value.

White Glove Delivery service is only applicable for deliveries in England & Wales

Please Note:

Delivery to Scotland and Channel Island will incur an additional delivery charge of £50; this charge will not be calculated on the cart and will be charged at the time of delivery

Northern Ireland and Republic of Ireland for orders over £500 delivery is £50

Northern Ireland and Republic of Ireland for orders under £500 delivery is £70

Q: I am not happy with my purchase and wish to return the product?

A: If you are not happy with your purchase and wish to return an item you have bought from The Furn Shop, you must email us in writing at sales@thefurnshop.co.uk informing us about your wish to cancel the order. You do not need to explain the reason why you wish to cancel but if you do so it will help us to improve. You will have to pay only for the carriage of returning the goods i.e. £60.

Please Note: A cancelled item must be returned in its original/appropriate packaging.

Q: How long will it take for my order to get delivered?

A: Delivery time varies from product to product. Please refer to delivery time indicated on every product. If your cart contains products having different delivery time scale, we will unite all items for one delivery and the entire order will be delivered in one batch. In such case the product having the longest delivery time scale will be considered as the delivery time of the entire order. However if you wish to take in deliveries as and when the items are ready for delivery, you may do so by paying an additional handling charge of £70.

In case you have ordered just one item, then the order will be delivered as specified on the product.

For items marked as Next Day Delivery or Express Delivery, the product will be delivered to you in max 48hrs from the day of your order. The cut of time for such orders is at 1pm. Items ordered after 1pm the date of order will be considered of the following day.

Next Day Delivery or Express Delivery products do not qualify for weekend or bank holiday delivery days. However if it's really urgent for you to have an item delivered on a one of these days please feel free to contact us and we will try to place this specially for you. Extra charges may apply depending upon your request.

If the ordered product is out of stock so we will contact you and will make you aware of delay in delivery time.

Q: Will you call me before you come to deliver my order?

A: At The Furn Shop we know what a consumer wants and the trouble they face spending a whole day looking out of the window for the furniture delivery van; to stay away from this problem we give a 2 hour window before we come to your address for the delivery of your furniture. Also for some brands we provide you the telephone number of the driver for you to arrange time directly.

However we cannot provide a fixed time for next day delivery and express delivery items and the delivery will be done between 8am and 4pm on the booked day.

Q: What happens in case of wrong/damage/incomplete delivery?

A: At The Furn Shop we make every attempt to make sure the products you have ordered are delivered to you as in perfect condition. Though sometimes things do go wrong and in such case we make instant attempt to sort out your problems. Please find below how we handle your after sales issue if they arise.

(a) Products Delivered Wrong

If you have received a delivery of an item which is not what you have ordered, we request you to please do not acknowledge the delivery and return it back to the driver. If you have realized that the item is wrong after the driver has left, please do not panic, simply make an attempt to write an email to us at sales@thefurnshop.co.uk stating your order number and the details of the product delivered to you. Once we receive such grievance we do not waste a single minute to resolve the matter. We will quickly attempt to trace the accurate item for you and reorganize the delivery of the accurate product. This process may take some time but be assured we will do this as fast as possible and our consumer service team will keep you posted at each step.

(b) Products Delivered Damage

The products you order get delivered to you by our own vehicles and also courier in some cases and there are chances that the product may have shipment damage or manufacturing defects. We inform consumers to verify the item when its delivered to you and if you find any damages or defects please do not acknowledge the delivery and mention the damage on while signing the proof of delivery (POD), if you recognize the problem after the driver has left we request you please take images of the damage/defects and email us at sales@thefurnshop.co.uk. Our consumer service team will be in touch with you in 1working day to resolve the problem.

(c) Products Delivered Incomplete

Furniture articles come in packed boxes and if it's a flat pack item one product can come in numerous boxes. If you learn that your order has a box missing or a part missing, please email as sales@thefurnshop.co.uk or you call us free at 01162962565 to speak to customer service giving full information of the missing articles and we will make sure the missing articles are delivered to you ASAP.

Q: What are your refunds and return policy?

A: There might be numerous different reasons for a consumer to request a refund or return an item.

Find below the most universal reasons for cancellations and refunds:

1) Change of mind

2) Delivery delayed

3) Item out of stock

4) Item not appropriate

5) Not happy with the product quality

6) Not happy with service

7) Item not available

(a) If you wish to cancel your order before the item is delivered to you, just email us at sales@thefurnshop.co.uk , you do not need to give any reasons why you want to cancel. Once we receive this request we will cancel your order.

(c) If you request a cancelation after the article is in stock and ready for delivery, just email us at sales@thefurnshop.co.uk, you do not need to give any reasons why you want to cancel. Once we receive this request we will cancel your order. You funds will be refunded to you between 7 to 30 days.

(d) If you request a cancelation after the article has been delivered to you, please email us at sales@thefurnshop.co.uk, you do not need to give any reasons why you want to cancel but if you do so it will help us to get better in our service and products. Once we receive this request we will arrange a pickup of the cancelled items from you address. This will happen when we have our couriers in your locale, allow us 2-4 weeks for pick up. Once item has been picked up we will refund the money back on to your card between 7 to 30 days.

Please Note the following:

1) Items must be returned in its original or appropriate packaging, we may refuse to cancel pick up if the items are not adequately packed.

2) There will be no pick up charge if you are returning the goods due to Damage/Wrong/Incomplete delivery.

Q: I have found an exact product some were else is cheaper than your website

A:The Furn Shop offers its products on lowest price possible, and we sell our products based on our service not by shouting "Cheap or Lowest". However we will make sure our prices are reasonable and value for money. In an unlikely event of you finding any product that we sell cheaper on our competitor's site we will beat the price by 5% to ensure you are getting best for the lowest. Please take a few minutes reading our Price Policy*.

Q: What should I do if I have complaints?

A:If you are unhappy with any feature of quality in service please email us at sales@thefurnshop.co.ukwe will attempt our best to resolve the problem ASAP.

Q: What should I do if I have to say about your Quality of service and company?

A:At The Furn Shop we thrive to improve our service every day and it's very important for us for you to write a review for us to help us know how we are doing. The Furn Shop uses UK's most genuine thirst part review tool FEEFO for consumers to write about us on an open public platform.

Once you have made your purchase, The Furn Shop email you an invitation to leave feedback

In general, you will receive the FEEFO Feedback Request email within 7-14 days after delivery.

You will then be asked to rate the The Furn Shop for Service and Products you purchased. You will be given an option to score for "Excellent", "Good", "Poor" or "Bad". FEEFO will then allow you to provide additional comments in a "Comment Box" where we encourage you to write more information that will be useful to other users and The Furn Shop. Praise The Furn Shop if the service and/or product has pleased you or exceeded satisfaction. Tell us if they did not reach pleasing levels, and why - so that we can learn from this and progress.

Q: What is the best way i can contact you?

A: Contacting The Furn Shop is very simple and reachable for consumers

For any assistance please give us call on our toll free number 01162962565

Monday-Saturday 10am to 6pm

Sundays Closed

Bank Holiday 10am to 4pm

Or you can email us at sales@thefurnshop.co.uk

Thank you for reading these FAQ's

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