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At Furniture Village, we’re dedicated to providing exceptional support throughout your entire experience with us. Our Customer Care pages offer you expert care advice, whether you need guidance on using your product effectively, helpful tips on caring for it, or insights on what to expect, explore our videos and resources for all the information you need, along with helpful buying guides to help you choose Furniture to suit your needs.
However, should you find yourself experiencing any issues with your valued order then our Customer Care team will work closely with you to address any issues promptly, please follow the steps outlined within the below pages.
Welcome to our Care Advice hub, where you'll find expert tips and guidance on keeping your furniture looking its best. Whether you're caring for your upholstery, cabinets, or beds, our comprehensive advice pages provide everything you need to know to maintain the beauty and longevity of your pieces.
Check out our helpful videos and care tips on keeping your upholstered furniture looking fabulous.
Keep your dining furniture looking like new for longer with our handy care videos and advice.
We’ve put together handy videos and tips for taking care of your bed and mattress below.
Whether you need help in finding the perfect bed, sofa or dining furniture or you're looking for tips on how to maintain and care for your new purchase, our informative buying and care guides are here to help.
If, after reviewing our care advice videos, you still feel you have an issue that needs attention, our Customer Care team is ready to assist. Simply follow the steps below to get in touch with us. We’ll listen carefully to your concerns, and if a fault is identified, we’ll work closely with you to resolve the matter as quickly as possible. Your satisfaction is our priority, and we’re here to ensure everything is handled smoothly.
Contact us
Our advisors are happy to help:
Monday to Friday, 10am to 8pm. Saturday, 9am to 6pm. Sunday, 10am to 6pm.
We understand it can be frustrating when things go wrong and we will always endeavour to put faults right in the quickest way possible for you.
As a customer, you have the legal right to a repair, replacement, or refund for faulty products, depending on how long you’ve had them. We will provide solutions based on the timelines specified in the consumer legislation applicable at the time of purchase.
Upon delivery, if your furniture is faulty or damaged, you can reject the item(s). In such cases, the item(s) should be returned to us for a full refund. However, if the item(s) is still usable and you wish to keep it, we will arrange for a restoration by one of our approved independent technicians.
Within 30 days of delivery, if a fault or damage is identified within 30 days of delivery, please contact us immediately to discuss the available options, which may include a restoration, replacement component, a partial refund to keep the original goods, or a replacement item(s). If a restoration is not possible, we will replace the item(s) or provide a full refund, including any delivery charges. Please note all refunds are limited to the original purchase price. The item(s) must be returned to us before a refund can be issued.
More than 30 days after delivery, if a fault or damage is identified more than 30 days after delivery, we will ask for images or may arrange an inspection in order to attempt to restore the item(s). As the retailer, we will determine the most effective solution. Our goal is to provide a long-lasting resolution, but if this is not possible, you may be offered a partial refund to keep the original goods, replacement or reselection.
More than 6 months after delivery, if a fault is discovered more than 6 months after delivery, you will need to provide evidence that the product was faulty at the time of delivery, rather than due to normal wear and tear. This may require an expert report or other evidence. If the issue is not a manufacturing defect (e.g., caused by wear and tear or accidental damage), we will not be able to repair the furniture. However, we can refer you to one of our approved independent technicians who may offer a chargeable service. For accidental damage covered by Care+ Platinum, please refer to the relevant section.
Resolutions Any agreed resolution will be considered a variation to your contract of sale for the item. If you accept a replacement piece of furniture or part as the resolution, you will not be able to change your mind later.
Please direct your correspondence to myexperience@furniturevillage.co.ukor the following address:
Escalation Team Furniture Village Customer Care Unit 3 Marston Gate Ridgmont Bedfordshire MK43 OYL
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