Russell Dean

Click here to read our Care Leaflet
Click here to read our Leather Infomation
Click here to read our Marble Information
Click here to read our Wood Information

Q – How do I place an order?

A – When you have chosen the furniture you want to buy then select the “add to basket” button. When you have finished your selections then click “View Cart” and follow the on screen instructions. You will be asked to enter your delivery address and then your payment details. A deposit of 20% will be taken by either debit card or credit card. Please ensure the card you use is registered at the same address as the delivery address. There is an option to add any special instructions to the order. When you are happy with the details then please select “confirm order”. Your order is now placed and you will receive an emailed confirmation.

Q – Can I talk to anyone?

A- A salesperson will be assigned to your order. He will phone you to go through your order and leave his contact details for all future enquiries.

Q - Are all your products available to order on the website?

A - No. There are some products we do not sell on the web site as they require a lot more information and technical detail to order than can be easily given on the website. If you wish to order these products then please contact the store and speak with one of our experienced salespeople.

Q - How much do I pay when I place an order?

A - We only ask you to pay a deposit of 20% when you order on line.

Q - When do I pay the balance?

A - The balance becomes payable when the goods have arrived in our warehouse and we phone you to arrange a delivery.

Q - Will I receive any order confirmations?

A - You will receive, in the post from the store, confirmation of your order; accompanying this will be a care pack which we would ask you to read carefully.

Q – What happens if I change my mind concerning the order?

A –You are able to correct errors on your order up to the point at which you click confirm order. After that, if you think you have made a mistake on the order then contact the store and we will endeavour to change the order details. If this request is within a few days of the order being placed then it is not usually a problem. However, we can only change order details if we are able to do so with our supplier. If you decide to add to an order then we may not be able to guarantee colour matches as the products maybe produced in different batches.

Q- What happens if I want to cancel my order?

A – If the goods are ordered from our stock then you may cancel the order at any time up to the point we arrange delivery. If we have commissioned a supplier to make the goods especially for you then as the goods are bespoke in nature we are unable to accept a cancellation unless they can also be cancelled with our supplier.

Q – How do I know the furniture will fit?

A – We endeavour to put all the measurements of the furniture on the website; if you are unsure or unclear about a product dimensions then please call the store for further guidance. It is your responsibility to check measurements to ensure adequate delivery access and suitability of the goods location. The sales staff are there to help you so please call if you have any questions.

Q – How do I find out when my order is ready?

A – Please use the “contact us” part of the website, quoting your reference number or alternatively please call the store and speak to any salesperson.

Q – How long will it take to deliver my order?

A – When your salesperson contacts you they will inform you of an estimated timescale based on the most up to date information they have available. If there are any changes in the timescale then we will endeavour to contact you to inform you of any delays.

Q- What are the distance selling regulations?

A – These regulations give you the right to a seven day cooling of period from the date of delivery when you order goods on the internet. However these rights do not apply if the goods you are ordering are made especially for you i.e. they are bespoke or the goods are exempt from the cooling off period. These would include, for hygiene reasons, beds and pillows unless the packaging remains unbroken. If the packaging is broken or unsealed then we will consider it to be used and you will not be able to return the product other that for a manufacturing fault. Your statutory rights remain unaffected.

Delivering your order

Q - When do I pay the balance?

A - We will ask for this to be paid prior to delivery of your goods. We will usually take this payment at the same time we arrange the delivery. Payment can be made by debit or credit card or cash at the store. We do not take cheques and the delivery drivers can not handle any monies.

Q- When will you Arrange delivery?

A- When the goods are in our warehouse we will phone you to discuss the delivery. We are not able to give timed deliveries but in most cases can tell you if it will be am or pm. Our delivery vans all carry mobile phones and will phone you when they are on the way to your home.

Q- What information do you need about the delivery to my home?

A - We would be grateful at the time you arrange delivery if you could mention any problems we may encounter on delivery. For example the road to you property may be very narrow or the furniture may be going in a room with difficult access. This will help us plan the delivery.

Q – What happens if I am out when you deliver?

A – All deliveries must be signed for by a person over the age of 18. If this is not the case then we are unable to leave the goods. The goods will be returned to our warehouse. Someone will contact you to arrange a further delivery. There will be a charge for this delivery.

Q - What happens when the delivery men arrive at my home

A - When we deliver your furniture we will act professionally at all times. If required we will protect floor coverings with either sheets or wear shoe protectors. Please note our delivery personnel are not allowed to remove their shoes. It may not be possible to cover all floor coverings for example wood floors or stairs as this may cause trip and slip hazards. We would ask, where possible, you remove any furnishings, ornaments, lights, pictures or mirrors that maybe in the path of the delivery.

Q – Will you remove all the waste packaging

A – If the delivery is made by our own vans and staff then we will unpack all your furniture and remove all waste packaging for recycling. This is part of our service. If you do not want the goods unpacked then please inform the delivery personnel; this will be noted on the delivery note.

Q – Will I be given time to inspect the furniture

A- Yes and you will be asked to sign the delivery note. Please inspect the order carefully for any obvious signs of damage. We can not be held responsible for damage which in our opinion should have been noted at the time of delivery. Any damage or concerns should be noted on the delivery note. Please ensure you are available for inspection of the goods.

Q – Do you remove old furniture

A - We will take away the furniture you are replacing for a small charge (please call the store for information) only if we deliver using our own vehicles. You may however like to phone your local council who may do this for free. There are also a number of charitable organisations who will remove furniture. Please speak to the store about this service as soon as possible and prior to the delivery. Extra costs may be incurred if the items are large or require dismantling.

Q- What happens if the furniture will not fit?

A – If you make a mistake then we will always try to be helpful. If you contact the store then they will discuss all the options with you.

Customer Service

Q – What happens if I have a problem with my order after delivery?

A – Please contact the store as soon as possible and inform the store of the problem. The store will either arrange a repair or a replacement. They may wish to send a technician to look at the problem.

Q- What do I do if I have a complaint?

A- If you are not happy with our service then please call the store and ask to speak to the manager; he will be happy to listen to your concerns and attempt to resolve them in an efficient manner.