Frequently Asked Questions
Ordering Furniture
Delivering Furniture
Payment
Cancellations and Refunds
Returns and Exchanges
Service
Ordering Furniture
Q. How safe is shopping on furniturevillage.co.uk?
It is vitally important to Furniture Village that you can give us your personal and payment details over the internet in complete confidence. That’s why we have invested in the most advanced site security available. It provides all the protection and assurance you need to make any transactions or give personal information privately and securely.
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Q. How do I place an order?
Once you have selected your furniture, add the items to your shopping basket. Each item is individually priced. You will be invited to choose our Premier Delivery Service, or you may opt to collect your order from your local store or distribution centre (aka collection point or warehouse). Then simply following the prompts on screen for your billing and delivery details, finally select your payment method and, when you are ready, submit your order.
If you have any special instructions or important information, about access to your property for example, please tell us in the ‘Special Instructions’ box. We will also ask you to confirm that you have sufficient access and space for the items you want to purchase.
If you miss any details, an error page will ask you to check and complete them before you move on. Once you complete your order, a screen will appear confirming the information you have given us. At this stage you will have the chance to make any changes to your selected furniture, delivery address and payment details. When you’re sure the order is correct, click the ‘submit’ button. You’ll automatically receive a ‘Thank you’ page. Please print it out for your records.
An automatic numbered email confirmation of your order (starting with 20….) will sent to you with brief details of what happens next. Within 2 working days you should receive a second email confirming your Furniture Village order number (starting 80…) and delivery details, including any contact numbers you may need.
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Q. Will I receive an order confirmation?
Your official Furniture Village order confirmation will be sent to you in the post as part of a customer welcome pack. It will also include your 5 year structural guarantee and, if appropriate, your guardsman leaflet.
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Q. Can I make changes to my order?
If you want to make any changes to your order, e-mail us or telephone us for free on 0800 804 8879 for further assistance. We will do our best to help. Early alterations within a few days aren’t usually a problem. However, once the goods are in production with the manufacturer we are bound to accept them, so we may have to charge you a cancellation fee to cover our costs. Please note that when merchandise is ordered at different times we cannot guarantee colour matching due to variations between batches. Changing an order may cause a delay with your delivery time and may alter the price you have been quoted.
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Q. How do I measure properly?
It is important to check that your furniture will go into your room before placing your order. To avoid disappointment, please refer to our Online Measuring Guide for assistance.
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Q. Can you tell me the availability of a specific item?
Before you select a product to buy online an indication of the current lead time for delivery will have been give on the product page. Please be aware that this information changes daily. Furniture Village cannot be held responsible for delays beyond our control. We will inform you as soon as we become aware of any changes in the time original given when you placed your order. For more information, contact us by e-mail or call free on 0800 804 8879 for further assistance. Alternatively you can call your nearest Furniture Village store on free phone 0800 7830 830.
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Q. Where is my order?
If you wish to check the delivery of your order, please e-mail us or call us for free on 0800 804 8879 for further assistance.
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Q. Do you price match?
Furniture Village believes in offering the very best value. In the unlikely event that you find the exact same item for sale elsewhere at a lower price (including offers) before your furniture is delivered, we will gladly match that price and refund the difference.
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Q. What if my order is late?
You should have been given an estimated delivery time. If it changes, we will let you know straight away. While Furniture Village cannot be held liable for any delays which are beyond our control, we will make every effort to keep you informed. If you have any delivery problems, please e-mail us or call us for free on 0800 804 8879 for further assistance.
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Delivering Furniture
Q. Where do you deliver?
Online we currently offer our Premier Delivery Service to customers on the UK mainland up to and including all postcodes for Edinburgh (EH) and Glasgow (G). If, however, you live somewhere which is more than 40 miles from our nearest store or distribution centre, we cannot guarantee that we will always deliver within the time quoted.
For customers who live on the islands of Scotland and other off shore locations such as the Isle of Wight, additional delivery charges will apply. Please contact the online office on 0800 8048879 for more details. You may complete your order via the website in the normal way. At the end of the process, however, you can choose to submit your details for a quotation, and we will call you back within 48 hours; or you may phone us direct on 0800 804 8879 for further assistance. We can also process your order over the phone.
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Q. Will you assemble my furniture?
For most items delivered via the Furniture Village Premier Delivery Service, delivery and installation is included. However there are a few exceptions. Items where customer self-assembly and/or installation is required include:
- Selected large wardrobes
- Children’s beds
- Wall hung mirrors
This list is not all encompassing, and will vary from time to time as our ranges and products change. To help you we try to indicate in the product text where self-assessment is required. If you wish to engage an independent fitting service we may be able to assist you. Any suggestions we make, however, are not for companies directly linked to Furniture Village. You may wish to employ a tradesman of your own choice. In all cases additional local charges will apply.
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Q. What happens on the day of delivery?
You will be contacted in advance by a member of our Premier Delivery Service team, who will advise the day we are next delivering to your area. Assuming your goods aren’t self-assembly, we will position the furniture as directed and remove all packaging materials – unless you wish to keep them. Please make sure all access points are clear of obstacles. You should also ensure there is someone in your property to receive and sign for the furniture. Click here for our Online Measuring Guides.
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Q. What happens if I am out when you deliver?
As all deliveries need to be signed for, we will be unable to leave your furniture and it will be returned to the distribution centre. Someone will contact you to arrange a further delivery date. There will be an additional extra delivery charge.
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Q. Can I nominate a day or time for delivery?
With limited storage facilities, we endeavour to deliver your order as swiftly as possible, usually no later than 7 days after it becomes available. We would appreciate you accepting delivery on the same basis.
When you order your furniture, we will give you an estimated delivery date. When your goods have been received at our local distribution centre, our Premier Delivery Service team will contact you to confirm the day they deliver to your area. (Please note if you have ordered dining or cabinet furniture which is being delivered directly from our suppliers via their own Premier Direct Home Delivery service, they deliver Monday to Friday only.)
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Q. Can you take my old furniture away?
Yes, in the main we can, for a small additional charge. Provided your delivery address is within 40 miles of your nearest store, and your order is being installed by our own Premier Delivery Team, we can also remove the old furniture you are replacing. To add this service to your order simply check the box.
For customers who live more than 40 miles from their nearest store, we are sorry we are not able to provide this service. If you are having difficulties disposing of your old furniture perhaps your local council may be able to assist you?
The only other exception is for customers who have purchased dining or cabinet furniture to be delivered directly to their nominated address by our suppliers’ Premier Direct Home Delivery Service. This only affects a selected number of ranges. Further information indicating where this service is used can be found against each product it applies to.
If you have any further questions on this subject you are welcome to contact us at any time either through the delivering store, or direct at the Online Store. E-mail us or telephone us for free on 0800 804 8879 for further assistance.
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Q. Can Furniture Village store my furniture?
Sorry, no. By delivering goods promptly, as soon as we receive them, we can give you the best value for money.
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Q. What if my furniture does not fit?
When ordering furniture it is important to check that it will fit into your house and your room. Please check all doors, stairways and the space it has to go into carefully. Click here for our Online Measuring Guide. If the worst happens and it really won’t fit in, we will do our utmost to help you come up with an alternative. E-mail us or phone us for free on 0800 804 8879 for further assistance.
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Q. Can I order on Furniture Village Online and collect from a store?
Yes, the selected distribution centre (aka collection point or warehouse) will contact you on receipt of your order and advise collection times. Details and contact numbers for the relevant distribution centre will be sent to you in an e-mail acknowledgement of your order.
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Q. Do you deliver overseas?
No, not yet
If you wish you can nominate your own shipper. We can deliver to their UK mainland address, or they can collect from the nearest distribution centre. For customers in the Channel Islands and other UK Islands, your nearest mainland store will be able to give you greater assistance. See store locator for more information.
Our Product Care 5 year structural guarantee does not extend to goods which are taken outside the UK.
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Payment
Q. How do I pay for my Goods?
When ordering online, after choosing your furniture you will be asked to select your preferred method of payment from card payments or cheque. Once you have made your choice, simply follow the instructions on screen until the process is complete.
We accept all major credit and debit cards including MasterCard, Visa, Visa Electron, Delta, Solo and American Express.
Upon our receipt of your card payment, and the successful processing of your order, we will send you by post an order confirmation. This also serves as a receipt.
If you prefer to pay by cheque, please make your cheque payable to Furniture Village and send by post to:
Online Office
Badgers Rise
Marston Gate
Ridgmont
MK43 0YL
A personal cheque may take up to 7 working days to clear before we can finalise the dispatch of your order.
Unfortunately it is not possible for payment to be collected by our delivery teams.
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Q. Can I just pay a deposit?
As product lead times may vary between 1 to 16 weeks (although the latter is generally an exception,) we have recently introduced some changes to our payment process to spread the costs for items with a longer anticipated delivery time.
If any item in your shopping basket has a lead time of 4 weeks or more and you have chosen to pay by debit or credit card, you may opt initially to pay a deposit which may be as low as 10% of your order value, with the final balance to be settled prior to delivery. (For certain ranges which are delivered direct to you from our suppliers, final payment may be required up to 14 days before installation, so as not to delay shipment.)
If you have any problems making your final payment, please contact us directly at the Online office for free on 0800 804 8879 and we will do our best to assist you.
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Q. How do I pay my balance?
Generally payment is made 24 to 48 hours before we deliver. However on a selection of dining and cabinet furniture, which are delivered direct to you from our suppliers, monies may be required up to 14 days before installation, so as not to delay shipment.
Final payment must be made with the same card as you used for the deposit.
Having chosen to pay a deposit, in the first instance we will assume that you will be happy for us to automatically request, via our Secure Payment Provider (SSP), the balance outstanding against your order without prior need to notify you of this transaction.
If this should not be the case please let us know by ticking the box directly below the 10% deposit option in the shopping basket. It states:
If you would prefer to be contacted before the balance is taken, please check this box
We will be happy to either email or contact you by telephone to confirm when the final payment is to be debited from the card originally used for the deposit.
If you have any problems making your final payment, please contact us directly at the Online office for free on 0800 804 8879 and we will do our best to assist you.
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Q. Will I get a receipt for the final payment?
Whichever way you chose to give us authority to take final payment from your card, we will then submit a request via our Secure Payment Provider (SPP) for the amount outstanding. Following the successful completion of this transaction, a receipt will be sent to your billing address by post.
Final payment must be made with the same card as you used for the deposit.
Please remember, delivery cannot be made unless cleared funds have been received by us. We will always aim, where possible, to deliver all items ordered together.
If you have any problems making your final payment, please contact us directly at the Online office for free on 0800 804 8879 and we will do our best to assist you.
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Q. How do I apply for Interest Free Credit online?
On all orders above £400 in value, Furniture Village is pleased to offer you the option of paying for your furniture in easy to manage installments, which are completely interest free.
To take advantage of this payment method first you must fulfill the following criteria:
- Be 18 years of age or above;
- You or your partner are in permanent paid employment (over 16 hours per week), retired (receiving a pension) or self employed
- Been resident in the UK for at least 12 months and will continue your residency in the UK
- Have Bank or Building Society current account details available to be able to complete the direct debit instruction
Applications will not normally be accepted in the following circumstances:
- Unemployment and partner also not working
- Students
You may either:
Have the furniture delivered to your current home address
OR
Collect the furniture from your local store or distribution centre (aka collection point or warehouse) on production of supporting documents which confirm proof of ID and current home address, details along with a copy of your Interest Free credit forms. If you have opted to sign your agreement through an ‘e signature’ you must still down load a copy of your form and bring it with you. Your supporting documents must match the billing address on your Furniture Village Confirmation of Order previously posted to you.
Records of the documents produced will be made and kept securely with the collection details.
Examples of accepted proof of ID are:
Driving license
Passport
Examples of proof of current billing address include:
Driving license
Current utility bill under 3 months old
Solicitor’s letter confirming a recent house purchase
Bank or mortgage statement under 3 months old
If you wish to go ahead, simply click on the interest free credit option in the checkout, and follow the instructions. In selecting this process you will be asked to create a temporary account with a password. This is necessary in case an instant decision cannot be made by the underwriters. They may require you to submit additional information to assist your application. The account will allow you to keep track of its progress.
If you make a mistake, do not worry, you are able to review all your entries, together with the items you have ordered and amend them before you submit your application. A screen will then appear advising what happens next. The decision will be returned automatically either on the screen or via email directly from Hitachi Capital Finance.
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Q. What happens after my online Interest Free Credit application has been approved?
Once your application has been accepted you will need to proceed with the ‘E signature’ solution. You will be presented with an electronic copy of the application directly on the screen and invited to click on the relevant boxes. Following final confirmation, your order will be processed by Furniture Village, and separate paperwork listing the items you have chosen, will be posted to the billing address provided. We strongly recommend that you print out your Interest Free Credit agreement and retain a copy for your own records.
On some occasions Hitachi Capital Finance may require you to sign the forms personally. If this is the case they will instruct you on screen and they will send the forms to you requesting a signature before proceeding with the order.
Please note: no documents will be sent to you unless you request these from Hitachi Capital Finance during your application process. There are clear ‘buttons’ on screen to help you.
Your 14 day cooling off period, during which you may cancel the contract at anytime, starts the day after your E signature has been completed on the credit agreement. In cases where a personal signature has been requested, this period starts the day after the agreement is made. (This does not apply to loan applications made in store.).
IMPORTANT NOTE: Delivery or collection of your items cannot be made until Hitachi Capital Finance has confirmed with Furniture Village your approved application has been processed.
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Q. When do I start paying my Interest Free Credit installments?
Once 75% of your order’s total value has been delivered to your home address, the Interest Free Credit loan company will contact you to advise the installments will begin to be collected from your nominated bank account. Generally the first installment is taken during the calendar month following the one in which you received your furniture.
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Q. What happens if my online Interest Free Credit application is declined?
If, for whatever reason, your loan application is not approved, Hitachi Capital Finance will contact you immediately regarding their decision. Furniture Village will also contact you separately and ask if you would like to select another payment method such as cheque or card to continue with your order.
Hitachi Capital Finance will send you by email or post a leaflet with details of how you can get further advice regarding their credit decision.
In the event that you choose to cancel your order, once you have advised us in writing, either by post, fax or email, any deposits paid will be refunded back to your card. This, in some cases, can take up to 7 working days to be credited back to your account.
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Cancellations and Refunds
Q. What if I wish to cancel my order before delivery?
Items from Stock
If, after having placed your stock order, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery and up to 7 working days after the date the goods are received. All you need to do is advise us in writing either by post or fax (01525 289 616) direct to the Online Store, or by e-mailing us. Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment. A cancellation notice, together with your receipt, will be posted to your nominated address.
Bespoke Items or Special Orders
If the items ordered are not from stock, we will have commissioned a supplier to make them specifically for you. Unless we receive your written notification to cancel within 7 working days of you receiving our first order acknowledgement e-mail, we regret to advise you that we will have to charge you a cancellation fee.
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Q. What is the difference between stock and bespoke items/special orders?
Stock items are delivered within 14 days whilst bespoke items/special orders are made to order. These items consequently take over 14 days to be delivered.
Delivery times are clearly stated on all product pages just above the ‘Add to Basket’ button.
Q. What if I don’t like it after it’s been delivered?
Stock Orders
If your stock order has been conducted only through our website, you have 7 working days from receipt of your furniture in which to advise us in writing that you do not want to keep the goods. Notification can be sent via fax (01525 289 616) or e-mail us.
After we have acknowledged your request, we ask that you do the following to assist with uplift of the goods:
a) Ensure that the furniture is returned in the condition in which it was received. We will not be able to refund the goods in full if there are any signs of damage or misuse. To help you, we will be happy to send out large plastic bags to cover items of upholstery.
b) We will refund to you all the monies paid by you for the goods in question, excluding the cost of collection of the goods.
c) Please note we cannot accept the return of the following items:
i. Mattresses and divan beds, or bedding unless un-opened and in their original packaging.
Once the goods are back at our local warehouse and have been inspected, we will confirm the refund amount due by e-mail and make the repayment within 30 days. A final cancellation notice together with your receipt will be posted to your nominated address.
Please note for card refunds it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.
Bespoke Items or Special Orders
We regret we are unable to accept the return of these goods as they have been specially made at your request.
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Returns and Exchanges
Q. What do I do if my furniture arrives damaged?
Naturally we endeavour to deliver all our furniture in good condition. At Furniture Village we have spent many hours talking to our suppliers about packing and shipping our products so they arrive safely. We are constantly looking for ways to improve these standards. Our stores also pride themselves on having the best delivery teams in the business.
It is disappointing for you and us when occasionally things go wrong. When your order has been unwrapped in your home and there are signs of transit damage, you have the right to the following options:
Reject the goods
• You will be asked to complete an Incident Report form immediately, which will be provided by the home delivery team.
• The Incident Report form will then be returned to the delivering store. It will be logged against your order number and a refund of all monies paid, including any delivery charges, will be made as soon as possible and in any event within 30 days of cancellation being accepted.
• The Incident Report form will then be returned to the delivering store. It will be logged against your order number and a refund of all monies paid, including any delivery charges, will be made as soon as possible and in any event within 30 days of cancellation being accepted.
Keep the goods
• If the furniture is useable, despite the damage, we are happy for you to go ahead and use it.
• The Furniture Village home delivery team will complete an incident report form (if appropriate) to record the problem. They will ask you to sign it and they may also take photographs to accompany the paperwork.
• The Incident Report form will then be returned to the delivering store. It will be logged against your order number, and assessed for necessary further action.
• Our Customer Care team will then contact you to arrange a technician to visit and repair the problem to manufacturing standards, generally within 7 days. If he/she is unable to resolve the matter on the first visit and parts are required, we will endeavour to source them as quickly as possible.
• In the event that a repair cannot be made, we will replace the furniture, or give a full refund including any delivery charges (where applicable). The goods that are deemed faulty revert to the ownership of Furniture Village, and must be in our possession before monies are refunded.
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Q. What if I discover a fault with my furniture after delivery?
Faults that develop after 14 days of Delivery: In the unlikely event that one of our items is to develop a fault, please call us on our Customer Care line: 0845 521 9704 (csc@furniturevillage.co.uk) or via our On-line store to discuss the options. Your options may vary depending on the individual circumstances including the length of time that you have had the item and the nature of the fault.
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Service
Q. What do I do if I have a complaint with an online order?
Our continued success depends entirely on our customers’ satisfaction with our service, and on the quality and reliability of the products we sell.
Whatever assistance you need, please do not hesitate to e-mail us or call for free on 0800 804 8879.
Address Details:
Furniture Village Online
Badgers Rise
Marston Gate
Ridgemont
MK43 0YL
Your statutory rights are not affected.
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