- How does the swatch sample service work?
One of the many great things about our swatch service is that you can order as little or as many as you like- all for free! To request a swatch, all you need to do is go onto the page of the product that you are interested in and you will see a tab titled ‘swatch request’. Click this tab, choose the swatches you would like to order and this will notify us of which swatches to send to you. Don’t worry if you think this is going to be a lengthy process as our swatches are sent out on a 1st class next working day delivery, so you won’t have to wait long for them at all.
- What is the delivery charge?
The standard delivery cost is £19.99. Our upgraded Weekend Delivery option is £29.99. For delivery costs to your area, simply search your postcode when at the checkout.
- How does the delivery work?
If all of your items are in stock when you place your order, you will receive a confirmation email with your invoice, order number and delivery date. The night before your selected delivery date, you will be contacted to confirm your two-hour time slot for the following day. This time slot will then be confirmed again on the day of your delivery along with notification of your delivery drivers name, number and your unique tracking link for you to track the progress of your order. You will be notified when the team are a few drops away along with a 30-minute pre call before they are due to arrive at your property.
The majority of our products are sent out on a two person delivery service and on occasion we send smaller items out on a single person service, so you know your items are always in safe hands.
If your chosen items are out of stock, the product lead times will be on your order confirmation and we will regularly keep you up to date via email on the item(s) progress. Then, when all of the items are in stock, we’ll email you a handy link for you to book in the delivery for a day that suits you. Your choice of delivery days will depend on whether you have selected Standard Delivery or Weekend Delivery when you place your order. If you order multiple items, all of the products will be delivered to you together for a smoother delivery process. However, if you would like to discuss split delivery options please do get in touch.
- Where do we deliver?
Because we send the majority of our orders out on a dedicated two person delivery service, we are unable to transport goods over the water. This means that we can only deliver to addresses in the mainland UK. We want to assure you that the products will get to you in the best condition so delivering overseas currently isn’t a service we can provide. To check if we are able to deliver to your area, simply search your postcode when at the checkout.
Here is a list of postcode we currently are unable to delivery to:
- What happens once an order has been placed?
Once you’ve placed your order, you will receive an email confirmation along with your order number and invoice. If this has not been received within 10 minutes, please do check your spam/junk box and if you still haven’t received the confirmation email, just let us know and we can resend it.
If all of your items are in stock and you have selected your delivery date, you will be contacted via text and email with a time slot the night before your delivery day (See: How does the delivery work?). If your items are on a lead time, an estimated delivery time scale will be on your order confirmation and we will update you regularly on your orders progress via email.
If part of the order is in stock, we will always dispatch the items together once the last items are in.
- Can an order be changed?
If you’ve chosen the wrong colour or had a change of heart of what piece you want, you are able to change your order anytime up to the day before delivery. This excludes special delivery items which can only be altered within 48 hours.
- Can an order be cancelled?
Yes, your order can be cancelled anytime up until the day of the dispatch. We will then issue a full refund. Refunds can take around 5-10 working days and will be refunded to the card that was originally used for payment.
- Payment Options?
We accept payment by Visa, Mastercard, American Express and PayPal.
We also offer a 0% finance option for orders over the value of £1000. For more information on how to PaybyFinance, head over to our Hitachi PaybyFinance page.
- Returns Policy?
We have a fantastic returns policy to give our customers complete peace of mind when ordering from us. If you are not 100% happy and would like to return the items, we will collect them free of charge and refund them in full including the delivery cost. This is on the condition that the items are unused, have not been assembled and the original packaging has been retained. You have 30 days from the date the order was delivered to inform us that you would like to return the items.
If any items are damaged, please let us know as soon as possible and we can log a customer case for you and resolve the issue. Please do not assemble the product or throw away the packaging. If there are any parts missing, please let us know and we can send these out to you.
Refunds can take around 5-10 working days and will be returned to the card originally used for payment. This will be processed once the items have arrived back into our warehouse and have been checked. To read our comprehensive returns policy, please visit our full Term and Conditions.
- Can we hold orders?
If you are not ready for your furniture to be delivered, such as when moving home or decorating, we can hold your order for you as long as the time scale is not too long and a payment has been made. We are unable to hold any orders without payment. When you are ready for your order to be sent out, we will call you nearer the time you are ready to arrange the delivery.
- Discounts/ Free delivery?
To make our products accessible and affordable for everyone, we pride ourselves on running an everyday, low pricing strategy. We do have offers throughout the year which can include discounts or free delivery and these will be fully advertised on our website. If you would like to be notified when we will be running any discounts, it’s a good idea to sign up to our newsletter and we will keep you updated, sometimes days before anyone else!
We do not advertise through third party websites, so if we are running discount codes they will be clearly shown on our website. If the code isn’t from our website, it won't work!
We can only apply one promotion at any given time. For example a free delivery discount code cannot be used when we have a sale, or any other promotion running. The exception to this is when a product has been discounted. In this case the product price will have been reduced on our website and not in the form of a blanket promotion or discount code.
- Do you sell to trade customers?
Our trade team would be more than happy to discuss a trade order and how we can help you fulfil your latest project. You can either send us an email to email@example.com or give us a call on 020 3588 1380 and select ‘sales’.
- What are the delivery lead times on out of stock items?
We clearly show all of our lead times on our website to make it easy for you to see what items we have in stock. We keep these details constantly up to date, so the lead time on the website will be when the products can be delivered.
It’s unlikely that we will be able to deliver any items to you sooner than what the lead time stipulates, however once the order has been placed you will be updated with a more precise date via email. We will also regularly keep you updated until the order arrives.
- Can I request delivery date?
When placing your order, you will be asked to choose a delivery option. Depending on whether you opt for Standard Delivery or upgraded Weekend Delivery, you will be offered a selection of weekday or weekend delivery dates to choose from at your convenience.
- Saturday/ Weekend Delivery?
If you would like to have your items delivered on a Saturday or Sunday, please select our upgraded Weekend Delivery option when at the checkout.
- Currently not enough stock of an item?
If you require more items than we have in stock, you can still place your order but the lead time will change to when the remaining items are in as everything will be sent out together.
If you would like to know what the delivery time would be including the out of stock items, go onto on our website and change the quantity to the amount you require and this will give you the correct lead time.
- Does the furniture arrive pre assembled?
Whether something is pre assembled or requires assembly really depends on what the item is. Some of our furniture does come pre assembled but many will need to be assembled on delivery. This is because we want to keep items, such as our dining tables, as streamlined as possible for transport so they don't get damaged and arrive to you in the best condition.
If an item comes pre assembled or requires assembly, this will be clearly marked on the website. Some products come completely flat packed and others just need the bases or legs to be attached. If you are unsure about the assembly of any of the items, it’s best to contact us via email or give us a quick call and we will be able to explain the assembly process to you.
All items which require assembly will come with full instructions and fittings.
- Where are we based?
Our head office is in Frimley Green, Surrey. We don’t hold any stock at this location as it’s just our admin office.
- Can chairs or tables be sold separately?
All of our products that are sold as sets can be purchased separately. They can be found by searching the product name or clicking and searching through the predefined product categories at the top of our website.
- What happens with Christmas deliveries?
As we get closer to Christmas, we may not be able to guarantee orders for before Christmas delivery. We make sure that our website is kept up to date in regards to when the last orders can be made, so you will know if the items will be able to be delivered in time for Christmas.
- 0% Interest FAQs
Will paying by finance delay my delivery?
Your products will be allocated to your order when your completed and signed agreement is returned and received by Hitachi Personal Finance. Shipment of your goods will follow soon after your agreement has been returned and received.
Will I be able to change my direct debit date?
After your first payment has been made you may contact your lender directly to change to a more convenient payment date. Please note this will be subject to agreement of your lender and they may levy a charge for doing so.
What if I want to return my order once it’s been delivered?
If you’d like to return your items, please contact our customer service team so they can organise your return and refund or agreement adjustments.