Return Information Experienced and Dedicated Furniture Sales Team

Returns, Refunds and Your Right to Cancel

 

Can I cancel my order before delivery?

 Items ordered from Stock:

  • If the item you ordered was from our held stock you can cancel your order up to 2 days before its scheduled delivery, for a full refund
  • If however you cancel your order within 2 days of its scheduled delivery, we reserve the right to charge you for a failed delivery at £49 

Made to order Items*, Made to Order, Special Order or Non-stocked Items:

  • If the item you have ordered is not from our held stock, we would have commissioned a supplier to make the item especially for you, so therefore falls outside of the Consumer Contracts Regulations
  • In these circumstances we will do our absolute best to cancel the order with the supplier but if we are unable to do so (because the item has already gone into production etc), you will be required to forfeit 35% of the cancellation order value, to cover the costs borne by the company  

Can I return my order after delivery?

 Items ordered from Stock:

  • If the item you ordered falls within the Consumer Contracts Regulations, you can return your item within 14 days of it being delivered, for a full refund (including the delivery charge).  There is however a reasonable collection fee (per the matrix below) if you wish for us to collect the goods   

Bespoke Items*, Made to Order, Special Order or Non-stocked Items:

  • If the item you have ordered is not from our held stock, we would have commissioned a supplier to make the item especially for you, so therefore falls outside of the Consumer Contracts Regulations
  • In these circumstances, cancellations will be charged at 35% of the Total Order Value, to cover the costs borne by the company.  We will also, at our discretion, charge a reasonable collection fee (per the matrix below) 

For health & hygiene reasons we are not able to accept returns on the following items, unless unopened & sealed in original packaging (or faulty) :– Mattresses, Mattress Toppers or Protectors, Duvets & Pillows

 Upon receipt of your goods and after inspection to ensure they are in perfect condition, we will process your refund as soon as possible but no later than within 14 days

 For further information, please contact our Customer Services team and they will be happy to assist you, on 0116 235 7786 (Mon to Fri 9.30am to 5.30pm) or sales@onlinefurniturestore.co.uk

Made to order Items* - these are items which we do not hold in stock, which have been customised specifically for you. Typical examples are when you select a fabric or leather, wood finish, specific feet or specific dimensions

Collection Fee Matrix

Charge

Size

Typical Items

£nil

N/A

Customer organises & pays directly for the return, which must be received in perfect condition at the designated Warehouse

£50

Up to 1 cubic mtr

Single Dining / Office Chair : Small Coffee Table : Lamp Table : Picture : Mirror : Small Rug : Other Small Accessories

£95

more than 1 cubic mtr

Sofa's : Dining Tables : Arm Chairs : Dining Chairs (more than 1) Cabinets : Beds: Dressing Tables: Filing Cabinets: Storage Chests : Book Cases

  

 Faulty Goods:

  • In the unlikely event that your goods are faulty, please contact our Customer Services Team within 7 days on 0116 235 7786 (Mon to Fri 9.30am to 5.30pm) or sales@onlinefurniturestore.co.uk

 Complaints:

  • If you are not entirely satisfied with your purchase or buying experience, please contact our Customer Services Team on 0116 2357786(Mon to Fri 9.30am to 5.30pm) or sales@furnituredirectuk.net
  •   This does not affect your Statutory Rights

How to contact us

  • We hope that your experience of shopping with us has been more than satisfactory - but if there's something you're not happy with, we'd like to hear from you so we can try and put things right.
    • please send requests to the following email address: sales@onlinefurniturestore.net
      The following information should be entered in the returns request email.
      Name ,Address,order number,reason for return.
      (Once this information has been sent to us we will contact you within 48 hours)
    • Register office:
      Furniture Direct Leics Ltd
      2 Checketts Road
      Leicester, Leicestershire
      LE4 5EP
    • t-0116 235 7786

      Opening Hours:Mon-sat 10am -6pm