Frequently Asked Questions
[vc_row full_width="stretch_row" css=".vc_custom_1581385139807{margin-top: 15px !important;margin-bottom: 15px !important;}"][vc_column][ts_heading size="3" text="FREQUENTLY ASKED QUESTIONS"][ts_heading size="3" text="Product Enquiries:"][vc_toggle title="Where is your furniture made?" open="true"]Our furniture is handmade carefully by our experts in Turkey.[/vc_toggle][vc_toggle title="Do you have a showroom?"]Yes, we have one only one showroom in Manchester.[/vc_toggle][ts_heading size="3" text="General Queries:"][vc_toggle title="Can I purchase replacement parts like cushion covers and spare feet?"]Yes, of course. Customers can buy extras such as cushions, feet, and bed sheets for sofa bed from our store or by mentioning the wanted items while placing the order.[/vc_toggle][vc_toggle title="I've just received my furniture, and there's a problem with it. What can I do?"]We are sorry to hear that there is an issue with your furniture.
We would love to resolve your issue, we will need to see a picture or video of the affected area and with a brief description of the issue. Please send this to us and our support team will get back to you as soon as possible. [/vc_toggle][vc_toggle title="Where can I see the dimensions of your furniture?"]Please check the description of the items to see all details and dimensions.[/vc_toggle][ts_heading size="3" text="Customisation:"][vc_toggle title="What does ``Bespoke`` mean?"]"Bespoke" refers to our ranges of furniture which come in a variety of fabrics and leg finishes for you to choose from.
The product page of a Bespoke piece will invite you to 'Pick your Fabric' and 'Pick your Feet' before you buy it. [/vc_toggle][vc_toggle title="Can I get samples of your fabrics?"]Yes, you can. Please get in touch with us to get your samples or by ordering them online.[/vc_toggle][vc_toggle title="Can I customise or order a bespoke size of furniture?"]This feature is available only on corner sofas. There is a set of size options available on the product page for each corner sofa. If the size you want is not listed, please get in touch with us for more details.[/vc_toggle][ts_heading size="3" text="Other:"][vc_toggle title="Will my furniture fit?"]We kindly ask all our customers to check the measurements of the product carefully before doing the purchase or placing the order to ensure the product will be delivered and fitted smoothly. It is the customer responsibility to ensure the product will enter and fit in the space according to our product measurements provided on the main product page.[/vc_toggle][vc_toggle title="I've seen something on your website that says ``Sold Out`` - does this mean it'll never come back?"]When a product is sold out, we try to get them back in stock as soon as we can. Hence, it means the product will be available soon and we may provide the date of availability.
If we no longer are able to get a product back in stock, we will refer to it as discontinued.[/vc_toggle][vc_toggle title="If something is sold out, can I go on a waiting list for when it comes in stock?"]We advise our customers to reserve the product when it is sold out but coming back soon. When all upcoming stock of a product is sold out by reservations, then the item will remain as “sold out” until further notice.[/vc_toggle][vc_toggle title="I no longer want to receive your catalogues, how can I be removed from your mailing list?"]If a customer does not wish to receive our catalogues or offers anymore, you will be able to opt-out or unsubscribe by clicking on the link at the end of all our emails.[/vc_toggle][ts_heading size="3" text="Legal Stuff:"][vc_toggle title="Does my furniture come with a guarantee?"]We give a 1-year free guarantee on all our bespoke furniture on the frame only. Please note this does not include the fabric or furnishings. Accessories, coffee tables and nesting tables do not come with a guarantee.
[/vc_toggle][ts_heading size="3" text="Ordering & Payment:"][vc_toggle title="Pre-purchase: How can I pay?"]When purchasing online, customers are able to check out and pay online which is easy and safe. Please check our payment page for accepted cards.
When purchasing in-store, we accept all types of payments.[/vc_toggle][vc_toggle title="Pre-purchase: What are your delivery charges?"]We offer free delivery and fitting to areas within 5 miles. Please check the delivery and fitting charges if your area is not within 5 miles by entering your address details on check out and delivery page. [/vc_toggle][vc_toggle title="Pre-purchase: Where do you deliver to?"]We deliver to all over the UK only (Charges may apply).[/vc_toggle][vc_toggle title="Pre-purchase: Do you offer finance options?"]Yes, please check the finance option on the checkout page.[/vc_toggle][vc_toggle title="Post-purchase: Can I change my contact or delivery details on an order?"]Please make sure to change delivery details before your order is dispatched by contacting us.[/vc_toggle][ts_heading size="3" text="Track Your Order:"][vc_toggle title="Order Tracking: Where is my order?"]Once you've placed your order, you will receive a confirmation email telling you when you can expect your furniture to be delivered.
If you have ordered multiple pieces of furniture this may vary from piece to piece depending on which stage of production your item is in when the order is placed. For Bespoke furniture, these go into production when you place the order with us.
If we need to make a change to the status of your order, you'll automatically receive an email to let you know.
You'll receive an update from us as soon as your furniture has arrived in the UK, and from there, our couriers will get in touch with you to arrange a specific delivery date.[/vc_toggle][vc_toggle title="Order Tracking: The delivery time for my furniture has passed, but it hasn't arrived. What can I do?"]We are very sorry if there has been a delay in getting your furniture to you. Very occasionally, unforeseen circumstances can affect our production line.
If this means that your order will be delayed, we'll send you an email letting you know why. If your furniture didn't arrive on time, and you haven't heard from us or our delivery partners, please get in touch with our support team, who'll be happy to help.
[/vc_toggle][ts_heading size="3" text="Delivery & Collection:"][vc_toggle title="Timescales: How long does delivery take?"]For bespoke orders it usually takes 8-12 weeks. However, it can take up to 16 weeks in peak time, but it is very unlikely to take more than 12 weeks.
In stock and ready to go furniture and accessories it takes 5-7 working days.[/vc_toggle][vc_toggle title="Timescales: When will I be told my delivery window?"]When your order arrives in the UK, we will send you an email for the delivery window.[/vc_toggle][vc_toggle title="Timescales: Will all products in my order be delivered at the same time?"]The delivery for each product is shown on the main product page, however, customers can get in touch with us if delivery for all products is wanted to be all together.[/vc_toggle][vc_toggle title="Timescales: I've missed my delivery - what can I do?"]Please get in touch with our partner courier whose details will be provided in the first dispatch email to arrange a redelivery (additional charges may apply).[/vc_toggle][ts_heading size="3" text="Cancellations & Returns:"][vc_toggle title="Returns & Refunds: How can I cancel an order?"]We are sorry to hear that you are cancelling your order with us.
For in stock items, customers can cancel their orders as long as the order is not dispatched.
To cancel a bespoke item, a credit note of 30% of the total amount of the cancelled order will be issued and the other 70% will be refunded to your original payment method within 5-10 working days.
[/vc_toggle][vc_toggle title="Returns & Refunds: How can I return an item?"]We are sorry to hear that, customers are entitled to full refund if the item is returned within 14 days of delivery date as long as the item is in original condition as delivered and original packaging.
Customers will be charged a return fee according to the item size and the address distance.
To do that please get in touch with our support team.
[/vc_toggle][vc_toggle title="Returns & Refunds: How long will my refund take?"]Refund usually takes 5-10 working days if your refund does not arrive within this time, please get in touch with our support team.[/vc_toggle][vc_toggle title="Returns & Refunds: Can I exchange my item for something else? "]Customers are eligible to exchange items as long as they are not bespoke.[/vc_toggle][vc_toggle title="Product Queries: My furniture has arrived incomplete - what can I do?"]Sorry to hear that, please contact our support team explaining the issue and including some pictures or videos and we will get that solved for you as soon as possible.[/vc_toggle][vc_toggle title="Product Queries: I've received the wrong furniture - what can I do?"]Sorry to hear that, please contact our support team explaining the issue and including some pictures or videos and we will get that solved for you as soon as possible.[/vc_toggle][ts_heading size="3" text="Port congestion, COVID-19 and Brexit:"][vc_toggle title="Your questions answered: Are you still delivering?"]Despite the hard times we live during this period, we are doing our best to carry on as usual, we are still delivering to all the UK.[/vc_toggle][vc_toggle title="Your questions answered: Are your Customer Care team still available? "]Our care team is always there for you when needed. Some of our staff are working from home to help you with all your queries[/vc_toggle][vc_toggle title="Returns: What’s your returns policy?"]Customers are eligible for 14 days full refund for all returned items as long as the item is in original packaging and in the same condition as received. However, customers have to pay for returning postage.
Once the item is returned, it will be checked and a full refund will be issued to the same payment method. It takes 5-10 working days to get the refund back to the bank account.
For returning a bespoke item within 14 days of delivery day, item has to be returned in original condition and packaging as delivered. 30% of the total returned item will be credited for you valid for 12 months from the day of return, the other 70% will be refunded to the original payment method and it should appear in your bank statement in 5-10 working days.
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