Welcome to our Frequently Asked Questions page. We understand that you may have some questions about our products, services, and policies. This section is designed to provide you with quick and straightforward answers to the most common queries we receive. Whether you’re looking for information about products, shipping, returns or troubleshooting, you’ll find helpful responses here. If you need further assistance, our customer support team is always ready to help.
FAQs
Frequently Asked Questions
You can call us on 0116 218 2900, send an email to sales@furnitureonline.co.uk or use the live chat feature.
We provide everything from advice and help over the phone, email or live chat, to organising a visit from a technician
The first thing to do is send an email to sales@furnitureonline.co.uk, please include your order number. We’ll be happy to help in any way we can to put things right for you.
In the event that your furniture is not as it should be, simply get in touch and our team can organise a visit from a skilled technician. We work closely with the UK’s leading furniture repair company, Emmiera Group, so you can be sure you’re in safe hands.
If you haven’t opted for our protection plan and your furniture becomes faulty, you can contact Emmiera Group directly on 01384 473 000 or visit www.homeserverepairs.co.uk/contact
Delivery will be made within 5 working days. We do not offer an expedited service.
Currently, we don’t deliver outside of main land UK, what we can do is deliver to any UK mainland port for you to make your own shipping arrangements.
Whilst our delivery team are used to dealing with tricky spaces, they do need to know if there are any difficulties to deal with on arrival. You can let us know if you think there may be a problem when we call you to arrange delivery, once your order has been placed. If you have any concerns and wish to speak with someone before you place an order, please call us on 0116 218 2900.
We usually dispatch orders within 48 hours, but the courier may be able to hold it for 7 working days.
Smaller items such as dining chairs and gaming chairs are shipped with Yodel and they can be GPS tracked. However, larger items are shipped via Furdeco and they can not be tracked - they will contact you once they have your order to offer a delivery date, once you confirm the date they will then contact you a day before the accepted delivery date to provide you with a 3 hour time slot.
Due to fraud prevention policies, we are not able to change the delivery address, we can only ship to the address you provided at the checkout. You would need to cancel the order and place a new one.
We are not currently able to offer samples but it is something we are working on.
You will find all the necessary measurements on the product page, under the dimensions tab. If you require a measurement that isn't on the product page, please get in touch and we will be able to obtain it for you.
All of our items will require self assembly, some more than others.
We do not have any showrooms.
A single motor has one motor so the chair will operate as a whole unit. Whereas as dual motor riser recliner has a motor assigned to the foot rest and the back rest offering you more freedom in how you would like to be seated.
All our items have a 12 month warranty as standard but you are able to purchase a 5 year extended warranty at the checkout.
Just send an email to sales@furnitureonline.co.uk before delivery takes place or within 30 days of receiving your order to arrange a collection. Please bear in mind there’s a charge for this service. See our returns page for more details.
If you notice your order is damaged please send an email along with a photo or video of the damage to sales@furnitureonline.co.uk including your order number and one of the team will get it sorted for you.
The first thing to do is email our Customer Services Team on sales@furnitureonline.co.uk and we’ll do everything we can to put things right.
After that, if you feel your complaint hasn’t been dealt with to your satisfaction, you can get in touch with The Furniture Ombudsman at www.fhio.org or by calling 0845 653 2064. As a registered member of the Furniture Ombudsman we follow a strict code of practice designed to help customers if anything goes wrong. It’s an independent not-for-profit organisation which operates to government approved guidelines to provide a fair outcome to any unresolved dispute.
We do not offer a removal service, sorry. Charities such as British Heart Foundation will collect your sofa for free if it is still has the fire safety tags.
The packaging will only be removed if you select the the assembly delivery option, but please note that if you later wish to return your chair under the 30 day return window it must be returned in the original packaging.
