Frequently asked questions
Q. How secure 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.
Q. Can I make changes to my order?
If you want to make any changes to your order, email us or telephone us for free on 0800 804 8879 for further assistance. 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.
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 given on the product page. Please be aware that this information can change daily. Furniture Village cannot be held responsible for delays beyond our control. We will always endeavour to inform you as soon as we become aware of any changes in the time originally given when you placed your order.
Q. Where is my order?
If you wish to check the status of your order, please email us or call us for free on 0800 804 8879 for further assistance.
Q. Do you price match?
Please view our Price Promise which can be found here.
Q. Do you offer a trial period on beds & mattresses?
Yes, the most important aspect of purchasing and enjoying your new mattress is a good nights sleep. That's why we offer a 40 night comfort promise and more information and full terms & conditions can be found here.
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 call us on 0800 804 8879 for further assistance.
Most of your questions about our Premier Delivery Service can be answered here.
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. Email us or phone us for free on 0800 804 8879 for further assistance.
Q. Can I order on Furniture Village Online and collect my order?
Yes, selected locations across the country have been designated as collection points. These are normally our regional distribution centres which may or may not be attached to your local store. The collection point will contact you on receipt of your order and advise collection times. When you select Collection as part of the checkout process, the available options will be shown for your particular order.
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 our store locator for more information.
Our Product Care 5 year structural guarantee or Guardsman Policies do not extend to goods which are taken from the UK mainland. This includes all off shore island locations.
Most of your questions about Payments can be answered here.
Q. When will my balance be taken?
If you placed your order with only a deposit, the remaining balance will be automatically taken from the same card prior to the delivery. If, for any reason, the balance is outstanding upon delivery, we will not be obliged to proceed with the delivery until full payment has been made. If you wish to pay with an alternative card, please ensure you call 0800 804 8879 to let us know at least 10 days before you expect your delivery.
For orders which are delivered to you direct from our suppliers, balances will be required up to 14 days before delivery can be arranged.
We will be in touch with you if we are unable to authorise the final balance payment.
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 instalments, which are completely interest free.
To take advantage of this payment method first you must fulfil 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
You may either:
Have the furniture delivered to your current billing address as specified on the finance application.
Collect the furniture from your local collection point 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 emailed to you.
Records of the documents produced will be made and kept securely with the collection details.
Examples of accepted proof of ID are:
Examples of proof of current billing address include:
- 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.
The decision will be returned automatically either on the screen or via email directly from Hitachi Capital Finance. If you make a mistake, or are in any doubt please call us for assistance on 0800 804 8879.
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 physically. 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 that your approved application has been processed and signed.
Q. When do I start paying my Interest Free Credit instalments?
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 that the instalments will begin to be collected from your nominated bank account. Generally the first instalment is around 4 weeks after the delivery day.
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 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 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.
Cancellations and refunds
Please view our returns & cancellations page for further information.
Q. What if I discover a fault with my furniture after delivery?
Faults that develop after 14 days from delivery. In the unlikely event that one of our items is to develop a fault, please call our product after care team: 01525 289599. 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.
Q. What do I do if I have a complaint?
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 email us or call for free on 0800 804 8879 and we will do our best to advise on your best course of action.
Furniture Village Ltd
Your statutory rights are not affected.