Catalogues & brochures |
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Do you have catalogues? |
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In an effort to keep our costs (and therefore our prices) as low as possible, we don't print paper catalogues. Instead, we have an extensive selection of furniture on display here on our website. If you have any questions or need any help or advice please feel free to email us at info@furniture123.co.uk
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Can you send me a manufacturer's brochure? |
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Due to frequent changes in styles, fabrics and finishes, most manufacturers don't offer comprehensive brochures of their ranges. However, if there is an item you are interested in that is not shown on our site, we may be able to e-mail a photo for you to look at. E-mail us for more information.
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Security |
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How safe is it to give my credit card details online? |
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None of the customers who have shopped at furniture123 have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. In the extremely unlikely event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges that result from unauthorised use of your credit or debit card, or may limit your liability to just £50. If your bank or card issuer does hold you liable for any of the £50, furniture123 will cover the entire liability to you, up to the full £50. furniture123 will cover this liability only if the unauthorised use of your credit or debit card resulted through no fault of your own from purchases made at furniture123 while using the secure server.
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Ordering & payment |
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How can I place an order? |
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You can order online simply by clicking the "Buy Now" button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click on the "Proceed to Checkout" button which takes you to our secure checkout. You may then enter your delivery and billing information and credit card details and submit your order via our secure server.
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What methods of payment do you accept? |
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We accept MasterCard, Visa, Switch / Maestro, and JCB cards as well as personal cheques and bank or building society cheques (all cheques made payable to "Furniture 123 Limited").
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Do Furniture123's prices include VAT? |
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All prices quoted by us include VAT at 15%
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What happens if I cancel my order? |
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An order may be cancelled at any time between the placement of the order and 7 working days following delivery of the goods.
If you are dissatisfied with your purchase for any reason you may, within seven working days of delivery, contact our Customer Service department to notify us that you wish to return some or all items from your order. You can either arrange to return the goods to us yourself at your own cost or you may ask us to collect the goods in which case you will be charged £40 which will be deducted from your refund unless you have chosen the ‘pre-paid returns’ option. Goods must be returned in the same condition they were in at the time of delivery and in their original packaging. Items which are not adequately packaged at time of collection may not be collected and a charge of £40 may be levied to cover cost of failed collection. Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note that for selected items of leather upholstery there is a 50% cancellation/returns fee unless the order is cancelled within one week of placement. Such items are clearly marked. Mattresses can only be returned if they are unopened. Mattresses which have been opened and slept on cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it.
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How do your prices compare to others? |
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Our prices reflect a saving of between 10% and 30% off the manufacturer's suggested retail price. While list prices and discounts vary from place to place, we are confident that our prices are among the most competitive anywhere in the UK. If you see an item cheaper elsewhere we’ll do our best to beat that price.
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What happens once I’ve placed my order? |
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When we receive your order we’ll order your goods from our suppliers (unless they are in stock). Once your goods are available you will be contacted by telephone by our carriers to arrange delivery.
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Delivery |
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What is furniture123's delivery policy? |
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The prices shown on our website include free home delivery anywhere within mainland Britain, except to PH, IV, KW and some PA postcodes where there will be a small additional charge which will be advised prior to order confirmation. Large items are transported directly to your home in specially equipped furniture vans and are carried in by trained furniture delivery staff. Smaller items may be delivered by a parcel service. For delivery to Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands and Channel Islands we will deliver free to a nominated mainland GB address e.g. a port. Onward shipping from that point is the responsibility of the customer. Please note we do not deliver on weekends or bank holidays. The only exception to this is a selection of ‘Next Day Delivery’ items, which can be delivered on a Saturday for an additional charge. These items are clearly marked.
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When can I expect my order? |
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Delivery times vary according to the product and the manufacturer. Approximate times are given next to each product description but these may vary depending on how busy the manufacturer is when you place your order. We will endeavour to notify you as soon as possible of any delays we are made aware of. Generally, when more than one item is ordered all items will be delivered at the same time.
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How do you calculate your delivery times? |
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Every item in our range has its own unique delivery time that is up-dated daily to reflect changes in the supply-chain. Many items of furniture are manufactured to order or made abroad and the delivery time reflects the time it takes us to deliver it to your home. Long delivery times are not unique to Furniture123, they are the norm with virtually all UK furniture retailers. By making and delivering your furniture to order we are able to offer you the broadest choice of furniture possible, allowing you to choose the item that is just right for you and which will give you pleasure for many years to come. If a fast delivery time is important to your purchasing decision we recommend that you check our Next Day Delivery category or browse our store further to see if there is an item with a shorter delivery time. Items in our Clearance Sale area are currently in stock and sold on a first come first served basis.
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What if I'm unable to take delivery of my order when its ready? |
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If you are having work done in your home please be aware that building projects are frequently delayed. If you are unable to take delivery of your furniture when it is ready we will store it for you free of charge for 21 days. Beyond this time period we are obliged to charge a weekly storage fee of £10 per week.
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What if my delivery contains damaged goods? |
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This happens infrequently, but sometimes furniture sustains minor damage during shipping or contains a manufacturer’s defect. If this occurs, contact us immediately at customerservice@furniture123.co.uk. We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them returned to the manufacturer. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised).
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Customer service |
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How do I contact Furniture123? |
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Furniture 123 can be contacted by email. Emails received during our working hours (Monday to Friday, 9am to 5pm) will usually be answered within 24 hours.
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What if I have a complaint? |
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We are determined to provide the easiest and best way to buy furniture online, and we are not satisfied unless all our customers are delighted with their purchase and their experience of shopping at Furniture 123. In the unlikely event that you do not enjoy your experience of shopping with us, please tell us by email. We will acknowledge your complaint within one working day and will do our very best to resolve it speedily as possible. Where a complaint has not been resolved within one week, you will receive weekly updates on its progress.
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Policies |
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How will you use my personal details? |
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Furniture123 has a strict privacy policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.
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Does Furniture123 have a returns policy? |
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We want you to be delighted with your purchase. Once you receive your furniture you have seven working days to decide if you wish to return it. If so, then you can either arrange to return the goods yourself or you can ask us to collect them from you. If you choose the latter then you will be charged £40 which will be deducted from your refund.
Alternatively, you may take up our Pre-paid Returns option, which you will be offered at the checkout. This costs £3.95 for orders up to £200 and £4.95 for orders over £200 and means that should you wish to return all or part of your order then the £40 collection charge will be waived.
Whichever of the above you choose please note that all items must be returned in their original packaging or similar. Items which are not adequately packaged at time of collection may not be collected and a charge of £40 may be levied to cover cost of failed collection.
Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged.
Please note there is a 50% cancellation/returns fee on selected items of leather upholstery unless the order is cancelled within 1 week. Such items are clearly marked.
Mattresses, mattress toppers and pillows can only be returned if they are unopened. Mattresses, mattress toppers and pillows, which have been opened and slept on, cannot be returned. If you wish to test a mattress, mattress topper or pillow please keep it wrapped until you are sure you want to keep it.
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What is your service policy? |
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We’ve put our years of experience in the furniture business to good use by selecting high quality products that should not need warranty service. However, if you do have a problem, we will contact the manufacturer to arrange for local repair, under the terms of the manufacturer’s warranty.
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What is your warranty policy? |
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All of our products come with a full manufacturer’s warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer’s warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.
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