How do I place my order?

When placing your order, you can pay in full, put down a deposit, or arrange a finance agreement.

When do I have to pay the outstanding balance?

Any outstanding balance must be paid before a delivery can take place. You can do this over the telephone using your debit, or credit card. Alternatively, you can call into any of our stores to pay your balance prior to delivery. No order will be delivered unless full payment has been received beforehand or a valid finance agreement is in place.

Why can’t I pay on delivery?

We require cleared funds before delivery.  For the security and safety, our delivery staff are unable to accept cash.

What happens if I’ve purchased using your Finance Option?

If you have taken out a finance agreement in-store, it will be processed once a delivery date has been arranged. Payment to the finance company will be taken from your account by direct debit approximately one month after the delivery of your goods. However, if you require us to store your goods for you any longer than two weeks, we will automatically process your finance agreement.

How long will my order take to arrive?

This depends on whether the item is on a “special order” basis, or from stock. Stock items can usually be delivered within two weeks. Products that are ordered specially, can take between 2 – 14 weeks to arrive. Your sales adviser will notify you of the current lead time at the point of order.

I’m not sure if the furniture will fit in?

It is your responsibility to ensure that there is sufficient access for goods ordered to go through doorways, halls, etc, and to fit into your room comfortably. Your sales adviser can supply you with measurements of the product. If you are still unsure, for an additional charge we can deliver the floor model to your address to make certain that it will fit.

Please note if goods are ordered and we are unable to get them into the property a restocking charge will be applied.

What happens when my order arrives?

When your order is received at our distribution centre, you will be notified by text or telephone to arrange a convenient delivery date.

Do you deliver at weekends?

Our standard delivery days are Monday to Friday. We are happy to ring you half an hour before arrival so you can meet our delivery staff at your address if you are at work.

Do you give a timed delivery?

Our delivery personnel will ring you when they are on their way, to give you an approximate time of arrival. However, please bear in mind that this may change if we encounter problems on the roads. If this does happen our delivery team will ring and advise you of a revised time.

What do I need to do on the day of delivery?

Please ensure that any items of value are removed from the route through which your furniture will be carried i.e. mirrors, pictures, ornaments, etc. We would also advise putting down a protective covering on your floor. This is due to the nature of the weather and the products covering, which may have become soiled during transit.

Whilst all due care and attention will be taken by our delivery staff, they cannot be held responsible for minor damage caused when effecting your delivery.

What does your delivery service include?

Our standard delivery charge covers the furniture being placed inside the property – usually in the hallway or the first available space.  Our premium delivery service covers the furniture being delivered to the room of your choice.  Our delivery staff will then unwrap and remove the packaging, positioning the furniture where you want it.  You will be asked to sign a delivery note – please ensure you have inspected your furniture before signing.

We can assemble partially assembled furniture, but this is in on a chargeable basis, please ask your sales adviser for a price. We do not assemble self-assembly bedroom furniture.

Can I have part of my order delivered, as my other rooms aren’t ready yet?

Yes, you can, but the part delivery needs to be paid for and your initial deposit will remain on the order until the remaining goods are delivered.

Can you take away my old furniture?

Yes, we can arrange for your old furniture to be taken away when we deliver your new order on a “like for like” basis. This service is chargeable and your sales adviser will be pleased to inform you of the cost.

For health and safety reasons we do not remove old beds, or mattresses. Removal of existing furniture is dependent on its condition. Our delivery personnel have instructions not to remove any badly soiled furniture from your property. Should this be the case, your collection charge will be refunded.

I noticed the furniture is damaged. What do I do?

In the first instance, please inform the delivery team and ask them to make a note of the fault/s on the delivery paperwork. This will then be reported back to the store where you purchased the item. In turn they will then contact you with the course of action to be taken to rectify the situation. If our delivery team have left and you notice a fault, please contact the store immediately quoting your order number.

Any obvious fault must be notified to the store within 7 days, if you fail to do so you may lose your right to reject the goods.

What if I’m not ready to take delivery?

We can undertake to store goods for a period of two weeks. If you require us to continue to store your goods beyond this, then full payment on the order will be required. We will then store your goods up to a maximum of three months.

If purchased on a finance agreement and you wish us to store the goods beyond two weeks, we will process the agreement with the finance company.

Can I collect my order?

Yes, you can collect from our distribution centre at Redruth. Alternatively, we can deliver the goods to your nearest store and you can collect from there. (Our St Austell store can only take small items, due to lack of storage space, Please ask us for guidance if you require pick up from the St Austell store).

Unfortunately, orders relating to finance agreements have to be delivered to the address given.

I want to cancel my order, what should I do?

Please contact the store where you made your purchase immediately to inform them. They will discuss the options with you. If your order is being made specially, it may not be possible to cancel it and this will result in a minimum 20% restocking charge being applied. Cancelled stock items may incur an administration charge.

My order has arrived and I want to cancel, what should I do?

Please contact the store where you made your purchase immediately, and inform them. They will discuss the options with you.