Frequently Asked Questions
See: Stock & Contact FAQ’s
See: Payment FAQ’s
See: Delivery FAQ’s
See: Returns FAQ’s
Stock & Contact Frequently Asked Questions
Is Every Product You Sell in Stock?
No, due to the vast size of our catalogue, it's impossible for us to hold every single item in stock, though we do try to keep as many products available as possible.
Please visit our Contact Us page for details of how to get in touch. The best way to get in touch with us is by email. We aim to respond to queries within a maximum of 24 hours (Monday-Friday). Generally we will respond within a matter of hours during a working day though. Our Contact Us page details our offices opening hours for email support.
Yes, all of our prices include the current rate of UK VAT of 20%. So the price you see is the total price you will pay for that item. All items also include free delivery.
At this current moment in time we do not have a bricks and mortar shop. This is something we are looking into for the very near future. We offer a no-quibble 7 day returns policy for your peace of mind when buying from us.
Our website is our online brochure, so please feel free to browse through it and contact us if you have any questions.
Can I Order an Item That is Out of Stock?
Yes, you can place an order for any item we have that is showing out of stock. We will then email or contact you directly with a specific date of your products arrival
Payment Frequently Asked Questions
Why is My Payment Not Going Through?
This could be down to a variety of reasons. If your payment is not going through please ensure your billing details exactly match that the bank holds for the card. This includes name, address, postcode as well as the expiry date and CV2 numbers on the back of the card. If this still does not work please try another card or payment method.
We accept any major credit and debit card (except American Express), as well as Pay Pal. If you are still having issues, please don't hesitate to call our sales team, or email our customer support team.
Please see our Contact Us page for the various ways you can get in touch with us.
Why am I Being Asked for Another Password After Entering My Card Details?
This is the 3D Secure Payment option that some banks use. 3D Secure is an added layer of security for credit and debit card purchases online. If you have any problems or forget any information please contact your bank in the first instance.
When Will I Be Charged for My Purchase?
When you reach the final billing page and submit your order we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment either your card issuer or a member of our customer support team will contact you. If you are placing a back order for an out of stock item, payment will still be sought on the date you make the purchase with us.
We accept the following payment cards: Visa, Visa Debit, Visa Electron, Mastercard, Solo and Maestro. We also accept PayPal as payment.
Not currently, but we do have plans to in the future. This will hopefully be available in the later part of 2014.
What is the Status of My Order?
Once you have placed and confirmed your order with www.thefurnituredepartment.com our customer service team will be in touch to arrange a delivery date that suits you.
I Don’t Have an Email Address, Can I Still Order From You?
Yes, please type your first name and last name then @thefurnituredepartment.com into the email form. So for example if your name was Jim Smith, you would enter you're email as firstname.lastname@example.org to complete the email field.
A receipt is automatically emailed to you at the time you place your order. This receipt will contain your unique order number and full details of your order. We only email receipts and don't include them with any packages or deliveries. So if your order is being bought as a gift, you can be rest assured that no pricing will be sent to the recipient, and you can be safe in the knowledge we're saving paper by emailing your receipt to you as well.
Delivery Frequently Asked Questions
We deliver every item we sell to any mainland UK address (unless the product description states otherwise). We can also deliver a variety of products off of the mainland UK. Please contact us in advance before ordering though to gain a delivery quote off of the mainland, and ensure we can deliver that item to you before you order.
What is a White Glove Delivery Service?
A white glove service is when the items are delivered into your room of choice in your home. The items will be unpacked and put in place by the delivery team (which will usually but not always be 2 people). They'll also remove the packaging for you.
What Happens if I’m Not Home When the Delivery is Attempted?
If you are not home at the time of delivery, most carriers will leave a card to advise you that they have attempted to deliver that day. Most carriers will re-attempt delivery up to 1 time free of charge but this can vary depending on the courier.
If you know you will be out for a period of time when the delivery is being made you can leave a note on the door for them to leave your package in a safe place, as long as a signature is not required.
I Have Ordered More Than 1 Item: Will All of Them Get Delivered Together?
Maybe, is the answer here. Where items are ordered from the same range of products, they will be delivered together. We will always notify you in advance of your items arriving in your shipment email which items will arrive within that delivery. If you have any queries about items being delivered together before you order, please don't hesitate to check with us by contacting customer support.
You'll be happy to hear that delivery to mainland UK is free for any order you place on our website. Some addresses off of the mainland of the UK and some remote lying mainland UK addresses may incur an additional charge.
Do You Offer a 2 Man Delivery Service?
Yes, we can now offer a 2 man delivery service. A lot of our larger items will automatically be delivered by a 2 man delivery service for no additional charges. This includes a 'room of choice' service, with the products packaging also being removed and taken away.
Can You Offer Next Day Delivery?
Yes, we can offer next day delivery on most items. Delivery will be made to you the next working day after ordering, as long as your order comes through before the necessary cut off time for dispatch that day, which is 12pm.
Unfortunately, we do not currently deliver to USA.
Can You Deliver to the Isle of Wight?
Unfortunately, we do not currently deliver to Isle of Wight.
Can You Deliver to the Isle of Man?
Unfortunately, we do not currently deliver to the Isle of Man.
Unfortunately, we do not currently deliver to Jersey.
Can You Deliver to a European Country Outside of the UK?
Unfortunately we do not currently deliver to any European countries or any other locations that are not within the UK mainland.
Can I Change My Delivery Address After My Order Has Been Placed?
Delivery addresses can only be changed if you contact us directly, as we may have already shipped the goods out to your original address.
Currently we don't offer a collection service for any products. We do offer next day delivery on all in-stock items. If you require express delivery on any item, please don't hesitate to contact our customer support or sales team to enquire whether your chosen delivery date is possible.
Returns Frequently Asked Questions
How Long Do I Have to Return an Item?
You are able to return unsuitable items within 7 days of the date shown on the dispatch note. Please return unused items in the original packaging.