Frequently asked questions

We’re not saying we have all the answers - but we have most of them! If you have any specific questions about your online order, please contact our furniture experts online or phone 0800 804 8879.

Please note, our FAQs only apply to orders placed on the Furniture Village website. For any queries relating to orders placed in-store, please contact your local store directly.

 

Frequently asked questions

Ordering furniture

Q. How secure is shopping on furniturevillage.co.uk?

Very. It’s vitally important to Furniture Village that you can shop on our website in complete confidence. That’s why we’ve invested in the most advanced website security available, designed to provide all the protection and assurance you need, from making transactions to updating personal information.

Q. Can I make changes to my online order?

We all change our mind now and again. If you want to make any changes to your order, email us, contact us via Live Chat or call us for free on 0800 804 8879 for further assistance. Please keep in mind that not every piece of furniture is the same, so there might be variations between batches. Also, changing your order may delay your delivery and could alter the price you’ve been quoted. Please note that changes to your order can only be made prior to delivery. Please refer to our Returns and Cancellations for more details.

Q. Can you tell me the availability of a specific item?

Before you select a product to buy online, you'll find an indication of the current lead time for delivery will have been given on the product page and within Checkout when you place your order. While some bespoke items or those labelled 'made with care' may also require longer lead times. If there are any queries/issues we will be in contact with you. Please be aware that this information can change daily. Furniture Village cannot be held responsible for delays beyond our control. We will always endeavor 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 would like to check the status of your order, please email us, contact us via Live Chat or call us for free on 0800 804 8879 for further assistance.

Q. Do you price match?

Yes, we do. Please view our Price Promise which can be found here. Call us free on 0800 804 8879 or contact us via Live Chat for more information.

Q. What if my order is late?

Please don’t worry. We’ll let you know straight away if your estimated delivery time has changed. Of course, some delays are beyond our control but if this happens we will make every effort to keep you informed. If you experience any issues with delivery, please email us, contact us via Live Chat or call us for free on 0800 804 8879 for further assistance.

Q. What if my item is not available due to limited stock availability?

It’s extremely rare for this to happen and, as such, this is dealt with on an individual basis. A member of our Customer Services team will contact you directly and make arrangements to refund your payment as quickly as possible.

Q. Do you offer a trial period on beds & mattresses?

Unfortunately we do not offer a trial period on our beds and mattresses. However, the most important aspect of purchasing and enjoying your new mattress is a good night’s sleep. That's why we offer a 40 night comfort promise and more information and full terms & conditions can be found here.

Delivery questions

Most of your questions about our Premier Delivery Service can be answered here.

Q. What if my furniture does not fit?

Nobody wants the unfortunate situation where the furniture you’ve ordered does not fit, where it’s too big for the room or won’t fit through your home’s doorways or entrances. So, when you order your furniture, it’s important to check that it will fit into your house and your room. Please measure all doors, stairways and the chosen space as carefully as possible. Click here for our helpful online measuring guide.

Furniture Village cannot accept responsibility for furniture not fitting, as ultimately it is up to you, the customer, to measure. If the worst happens and your delivered furniture won’t fit in, we can offer advice on what to do next. If this happens, or if you are concerned about furniture due to be delivered may not fit then please email us, contact us via Live Chat or call us for free on 0800 804 8879.

Q. Can I order on Furniture Village Online and collect my order?

Yes, we have selected collection points across the country. These are usually our regional distribution centres which may or may not be attached to your local store. Simply select ‘Collection’ at the checkout, the available options will be shown for your particular order. The collection point will get in touch with you on receipt of your order and advise on collection times.

Q. Do you deliver overseas?

Unfortunately we do not deliver overseas at the moment, but we’re working on it. If you wish, in the meantime, please contact a member of our team for further assistance. For example, if you can nominate your own shipper, we’re happy to deliver to their UK mainland address, or they can collect from the nearest Furniture Village distribution centre.

One more thing….

Our Structural Guarantee or Guardsman Policies don’t provide cover outside the UK mainland. This includes all off-shore island locations.

Q. Where do you deliver to?

We currently deliver to mainland England, Scotland and Wales. If you live in Scotland, Highlands or if your postcode is more than 40 miles away from a Furniture Village collection point, we estimate an additional one-two weeks will need to be added to the originally quoted delivery time. Please refer to our Delivery Page for more information.

Q. What do you charge for delivery?

Our delivery charges vary by product type. Please refer to our Delivery Page for more information.

Payment

Most of your questions about Payments can be answered here.

Q. What are the payment options online?

We accept all major credit and debit cards including MasterCard, Visa, American Express and PayPal.

We also offer interest free credit, provided by Hitachi Capital. Please refer to our Payment Options page for more information.

Q. Do I have to pay in full or can I pay a deposit when paying online?

If you order is eligible for a deposit payment, you will be given this option during the Checkout process. If you select a deposit (minimum of 10% of the order value), the remaining balance will then be debited automatically, from the given payment method, prior to delivery. Please note, customers will only be contacted if there is an issue with this.

Q. If I pay a deposit for my order, when will my balance be taken?

If you’ve placed your order with a deposit, your remaining balance will automatically be debited from the same card before the delivery. If, for any reason, the balance is outstanding upon delivery, we won’t be able to proceed with the delivery until the full payment has been made. If you wish to pay with an alternative card, please call 0800 804 8879 and inform our team at least ten days before you expect your delivery.

For orders which are delivered to you direct from our suppliers, balances will be taken 14 days before delivery.

Don’t forget…

We will always let you know if we are unable to authorise the final balance payment.

Q. How do I apply for Interest Free Credit online?

It’s simple. For all orders above £300, Furniture Village is happy to offer you the option of paying for your furniture in easy to manage instalments, which are completely interest free.

Q. Am I eligible to apply for Interest Free Credit?

To take advantage of this payment method, you must first meet the following criteria:

•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 order

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 billing address as specified on the finance application.

OR

Collect the furniture from your local collection point. Please bring your 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 chosen to sign your agreement through an online application form, simply download a copy of your form and bring it too. 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:

•             Driving licence with photo ID

•             Passport

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. We will then ask you to create a temporary account with a password. This is necessary in case an instant decision cannot be made by the underwriters. They will also contact you if a little extra information is needed to assist your application. Remember you can keep track of your application’s progress by logging onto your account.

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 advice 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 fill out and sign an electronic copy of your application form. Just follow the steps on the screen to complete your application. Once we’ve confirmed with you that your order has been processed, separate paperwork listing the items you have chosen will be posted to the billing address you’ve provided. We strongly recommend that you print out your Interest Free Credit agreement and retain a copy for your own records.

On the odd occasion, Hitachi Capital Finance may require you to sign the forms physically. If this is the case, they will send the forms to you requesting a signature before proceeding with the order.

Take note…

No physical 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 any time, 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).

Don’t forget…

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.

In the event that you choose to cancel your order, you can of course go ahead up to 14 calendar days after your order has been received and delivered. 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 seven working days to be credited back to your account.

Q. When do I start paying my Interest Free Credit instalments?

That’s easy. 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 chosen bank account. Generally, the first instalment is around 4 weeks or during the calendar month following the month of your 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. 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. Please note that we at Furniture Village are not responsible for this decision. Any questions regarding this will need to be taken up with Hitachi Capital Finance directly on 0344 815 0050.

Furniture Village will also contact you separately to ask if you would like to select another payment method to continue with your order.

Returns and Cancellations

Please view our Returns and Cancellations page for further information.

Customer Care

Q. What happens if my furniture is damaged on delivery?

Our Home Delivery Specialists treat every piece of furniture as if it was their own. Their mission is to ensure you’re 100% happy from the moment you choose your furniture to the day it arrives. In the unlikely event that your furniture arrives with signs of transit damage, our team of Home Delivery Specialists will endeavour to help you with one or more of the following options:

•If the furniture is useable, despite the damage, we’re happy for you to go ahead and use it

•You complete an incident report form to record the problem. They will ask you to sign it. They may also take photographs to accompany the paperwork

•The Incident Report form will be returned to the delivering store, logged against your order number, and assessed for action

•A Furniture Village technician will contact you and arrange to visit and repair the problem to manufacturing standards. If he/she cannot resolve the matter on the first visit and parts are required, we will try to source them as quickly as possible

•If a repair cannot be made, we will replace the furniture, or give a full refund. The goods that are deemed faulty revert to the ownership of Furniture Village, and must be in our possession before monies are refunded

•A full refund shall be limited to the original purchase price paid for the unsatisfactory merchandise.

Q. What if I discover a fault with my furniture after delivery?

If you ordered online and your item develops a fault within 14 days of delivery, please contact us via email, Live Chat or call for free on 0800 804 8879.  After 14 days from delivery, please call our Customer Care team on 01525 289599. Your options may vary depending on the nature of the fault and time you've had the item.

If you ordered in-store, please call the store you purchased your product from within 7 days of delivery. After 7 days from delivery, please call our Customer Care team on 01525 289599. Your options may vary depending on the nature of the fault and time you've had the item.

Q. What do I do if I have a complaint?

Each and every member of our team is passionate about providing the best possible customer service. It’s something we pride ourselves on. We want you to have the very best experience, as well as receiving a product of the highest quality and reliability.

Whatever assistance you need, we’re happy to help. Please do not hesitate to contact us via email, Live Chat or call for free on 0800 804 8879 and we will do our best to advise you.

Alternatively, you can write to us at the following address:

Furniture Village Ltd
Unit 3
Badgers Rise
Marston Gate
Ridgmont
MK43 0YL

Your statutory rights are not affected.