Frequently Asked Questions

You can place an order with Furniture Village in one of our stores, on the website, or by calling our Online Sales Team at 0345 646 1701.

It’s vital to us that you can shop on our website in complete confidence – that’s why we’ve invested in the most advanced website security available. It provides total protection at every step, from making transactions to updating personal information.

You can, but only prior to delivery. To do so, contact us via Live Chat or call us on 0345 646 1701. Please note, amending your order may change your delivery date and alter the price you’ve been quoted.

Lead times will vary between products and delays can occur, but we’ll keep you informed of any changes.

If available, the product page will include a swatch request button. Otherwise, email online@furniturevillage.co.uk.

Yes, we do. Please view our Lowest Price Promise which can be found here.

Care+ Protect covers all accidental damage. For more details, view the full list here.

We currently offer trial periods with select brands. Please check an individual product’s page or speak to one of our team for more information on 0345 646 1701.

Yes. Call your local store to check if the product is available to view in-store.

We’re partnered with Clearabee, an eco-friendly, carbon-neutral furniture collection service, so you don’t have to worry about removing your old furniture. They offer a convenient service and, as a Furniture Village customer, you’ll enjoy exclusive special rates.

Click here for more details.

Furniture Village cannot accept responsibility for furniture not fitting through accessways or into your desired space. Ultimately, it is up to you to check before delivery that the space is sufficient, so please measure all doors, stairways, and your chosen space carefully.

If your order has arrived and doesn’t fit, or you’re concerned that an order due to be delivered may not fit, then contact us via Livechat or call us on 0345 646 1701.

Yes, but only if available on your chosen items. Simply select ‘Collection’ when you checkout. Your chosen collection point will get in touch to advise on collection times once your order is complete.

We deliver to mainland England, Scotland, and Wales. If you live in Scotland, the Highlands, or your postcode is more than 40 miles away from one of our distribution centres, an additional one to two weeks will need to be added to your quoted delivery time. Please refer to our delivery page for more information.

Unfortunately, we don’t currently deliver overseas, but we’re working on it. 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. Please contact a member of our team for further assistance.

Please note that our Structural Guarantee and Care+ Protect plans don’t provide cover outside the UK mainland. This includes all offshore island locations.

Most items are assembled for you unless noted otherwise on the product page.

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

For online orders only, you’ll have 14 calendar days from the day you receive your order to notify us in writing that you want to return your order.

You can do this either by email or by writing to us at Online Sales Team, Furniture Village, West Thurrock Shopping Park, West Thurrock, Essex, RM20 3LP

Please note, we do not accept returns of mattresses or divans that have been used without a mattress protector, or divan beds, mattress protectors, or pillows unless they are unopened, unused, and still in their original packaging.

Click here for more details.

If you need to return an online order, please contact our Online Store to arrange your return. Once you've done that, you can take your order to any Furniture Village collection point and receive a full refund, including the original delivery charge.

Please ensure your order is in the same condition you received it. We’re happy to send you large plastic bags to cover items of upholstery or mattresses.

If it’s easier, we can collect items from you directly. We will charge a collection fee which will be 25% of the value of each item being collected by us.

Items must be in the same condition that you received them in and available for collection within 14 days. We won’t be able to refund you in full if there are any signs of damage or misuse.

Once we've received your cancellation and the item is back in our warehouse and has been inspected, you will your full refund to the original payment method you used, less the cost of the collection of the item.

Refunds made to a credit or debit card may not show in your account straightaway due to the clearing time required by banks to process the refund. Typically, this can take up to seven working days, but varies depending on the bank. Please contact your card issuer or bank directly with any queries.

If you find a fault with your furniture after delivery, please contact us via the form below and upload up to 5 images or call our Product Aftercare Team on 0345 646 1701.

Up to 7 working days after we receive and inspect the return.

You can cancel your online order (excluding bespoke orders) at any time prior to delivery with no charges.

For online orders only, all you need to do is advise us in writing, either by email or by writing to us at Online Sales Team, Furniture Village Thurrock, West Thurrock Shopping Park, West Thurrock, Essex, RM20 3LP.

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

We also offer interest free credit, provided by Novuna Personal Finance. Please refer to our payment options page for more information.

It depends on what you’re ordering. If your order is eligible for a deposit payment, you will be notified of this on the payment page and provided with details on how to proceed.

The remaining balance will be required to be cleared prior to your delivery day. If the balance is outstanding on delivery, we won’t be able to proceed until full payment has been made.

To make payment, call 0345 646 1701 and try to give at least ten days before you expect your delivery for all payments to clear.

To apply for interest free credit, you must meet the following criteria:

• You must be 18 or older
• You or your partner must be in permanent employment (over 16 hours per week), retired and receiving a pension, or self-employed
• You must have been resident in the UK for at least 12 months and will be remaining in the UK
• You must have a bank or building society current account available to complete the direct debit order

Applications will not normally be accepted in the following circumstances:

• You are a student
• You and your partner are both unemployed

Click here for more details.

Once your application is approved, you’ll need to read and sign your finance agreement. When this is done, we’ll be notified, and you don’t need to do anything more.

Products won’t be allocated to your order or shipped until your signed agreement is received by Novuna Personal Finance.

To apply, select interest free credit at checkout and follow the instructions.

If you make a mistake during your application, or have any questions, please call us for advice on 0345 646 1701.

Once 75% of your total order value has been delivered, you’ll be advised that instalments will begin to be collected from your chosen account.

Yes, you’ll have 14 days starting the day after your e-signature has been completed on the finance agreement. In cases where a personal signature has been requested, your 14 days begins the day after the agreement is made. This doesn’t apply to loan applications made in-store.

If you choose to cancel your order, you must notify us in writing within this period, either by post or email. Any deposits will be refunded back to the payment card, which can take up to seven working days.

Novuna Personal Finance will contact you immediately regarding their decision. They’ll also send you details on how you can get further advice. Please note that Furniture Village is not responsible for their decision in any way. You can contact Novuna Personal Finance on 0344 815 0050.

We’ll also contact you separately to ask if you’d like to choose another payment method to continue with your order.

We’re unable to provide you with any answers regarding your application. Novuna Personal Finance is responsible for all decisions regarding interest free credit. Please direct any questions to them on 0344 815 0050.

To check the status of your order, sign in to your account. You’ll find your order details and status all in one handy place. Don’t have an account? Click here to track your order – you’ll just need your order number to hand.

We’ll let you know straight away if your estimated delivery time changes. Please remember that some delays are beyond our control, but we’ll always make every effort to keep you up to date.

This is extremely rare, and as such is dealt with on an individual basis. Someone from our customer service team will be in touch to arrange a refund as soon as possible.

If your furniture arrives with signs of transit damage:

• If the furniture is usable despite the damage, you can still use it.
• You will be asked to complete an incident report form to document the issue.
• The form will be returned to the delivering store, logged against your order, and assessed for action.
• A technician will contact you to arrange a repair visit. If they are unable to resolve the matter on the first visit and parts are required, we will source them as quickly as possible.
• If a repair cannot be made, we’ll replace the furniture, or give a full refund. Faulty goods revert to the ownership of Furniture Village and must be in our possession before monies are refunded.
• A full refund will be limited to the original purchase price paid for the unsatisfactory merchandise.

We take all complaints extremely seriously and will always strive to reach a satisfactory resolution. Please reach out to us via the web form below or call on 0345 646 1701 and our team will do everything they can to help you.