Contact us / FAQs BACK

Most of the answers to our customer's questions can be found in our FAQ, Please select an option from the choice below.

What time does my nearest store open?

For a list of our stores, opening times and other information, please check our website here: https://www.oakfurnitureland.co.uk/showrooms/

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How can I order?

You can order online, in one of our many stores across the UK, or by calling our telesales team on 0800 440 2254 between 9 am - 9 pm Monday to Sunday.

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Can I see all of your ranges in my local store?

We aim to have as many ranges as possible in our stores for you to see. Typically you'll find our most popular and newest ranges on display, but to avoid disappointment check our store locator to check the range you want is available at your preferred store.

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Where can I find product dimensions?

The dimensions of each product can be found on the product description section of each item on the website. We recommend you take the time to measure areas, such as external and internal doors and the width and any turns of your staircase to make sure your new furniture will fit during delivery. If you are unsure please visit https://www.oakfurnitureland.co.uk/media/gbu0/promo/pages/delivery/how-to-measure-your-room.pdf. This will make sure you avoid a re-delivery or any cancellation fees.

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Payment options

We accept most major credit and debit cards for orders online, via the phone and in store, including Visa, Mastercard, American Express, Maestro and Electron. We also accept Paypal payments online. For orders over £1,500, we can process cheque payments and we can accept cash payments instore.

If you want to spread the cost of your order or delay payment, you can choose one of our finance options on all orders over £500 (subject to status). For more information visit www.oakfurnitureland.co.uk/page/interest-free-credit.html

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How secure are my credit/debit card details?

All online payments are protected by one of the UK’s leading secure encrypted gateway services and there is a very strict privacy policy, meaning that none of your information is ever shared with third parties. All credit card numbers are encrypted when the order is placed using 256-bit encryption. Thereafter payment is collected through our online credit card system via Barclays. There have been no documented cases of credit card fraud using our shopping system online.

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Do products from different ranges match?

As long as the same type of timber and finish (eg natural oak) is purchased, our ranges should complement each other.

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I have found the product I want to buy somewhere else and it's cheaper

If you have found an identical product elsewhere, please call our Customer Services Team, Monday - Saturday, 9am - 6pm on 0800 440 2254.

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Does your furniture come with a warranty?

All of our products come with a full one year warranty, which guarantees your new furniture for the first year against faults in the product or materials. We also offer an extended 5 year Care & Protection warranty product called Furniture Guard to protect your new furniture against life's everyday accidents, such as water or heat damage. For more information visit www.oakfurnitureland.co.uk/page/furniture-guard.html

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How do I apply for finance?

To apply for finance simply select the finance option you require on the Payment Method section of the checkout process or call our Finance Hotline on 0800 440 2254 to complete your application over the telephone with one of our advisers. It's important you use your full name and address details and make sure everything is spelt correctly.

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When can I apply for finance?

Finance can be applied for 24 hours a day, 7 days a week through our website. Our Finance Hotline is open 8.00am - 8.00pm Monday, 8.00am - 9.00pm Tuesday and 8.00am - 8.00pm Wednesday to Sunday, simply call 0800 440 2254 to speak to one of our team members.

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What happens when my application is approved?

If your application is approved we will confirm your order. You will then need to follow our quick and easy electronic signature process to sign your agreement. You will receive an email directly from one of our lenders with simple and clear steps to follow.
If your application is successful, you may be asked to verify your identity by authorising a 50p transaction against a credit or debit card that you own. This helps protect you and us against fraudulent finance contracts. No money will be taken from your card; the details are only used to check that they are valid and registered to your address. We will then pass your order to our delivery team to arrange delivery within specified lead times.

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What happens if my application is not approved?

We work with a number of lenders to give the best opportunity for your finance application to be approved however this cannot be guaranteed. If our credit providers are unable to approve your application you will have the option of choosing an alternative method of payment (i.e. credit/debit card or BACS). If you have paid a deposit this will be refunded to you should you not be in a position to proceed with your order.

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What information do you need from me for my finance application?

For a decision on your credit application you will need to provide us with your personal contact details, residence, employment and bank details (including bank account number and sort code). Having this information to hand will speed up your application if you apply through our Finance Hotline on 0800 440 2254.

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Am I eligible for finance?

In order to apply for finance you must:

be at least 18 years of age.
be either employed for more than 16 hours per week, self-employed, a house person, retired, or in receipt of an invalidity or disability allowance.
have been a UK resident for 3 years or more.
be able to make repayments by direct debit.
be able to provide your previous address if you have lived at your current address for less than 3 years.
have a debit card or credit card in your name and registered to your address and have a bank or building society current account.

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How do I make payments to my finance agreement?

Once we have delivered your furniture we will notify your lender who will activate your agreement. Your first payment will be approx. 1 month from delivery for interest free credit agreements.
Regular payments must be made by direct debit however you can make additional repayments as you wish to by contacting your lender direct. Their contact details will be found on the “Welcome Email” you receive when your application is approved, alternatively you can contact our Finance Hotline who will be able to advise you of the contact details for your lender.

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We are sorry to hear that. If you'd like to contact us please click here

Do products from different ranges match?

As long as the same type of timber and finish (eg natural oak) is purchased, our ranges should complement each other.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

I have found the product I want to buy somewhere else and it's cheaper

If you have found an identical product elsewhere, please call our Customer Services Team, Monday - Saturday, 9am - 6pm on 0800 440 2254.

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Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

Will I have to assemble the furniture myself?

The majority of our items will come delivered to you fully assembled and ready to use. Some items such as beds and dining tables require minimal assembly. We highlight which products require minimal assembly in our product descriptions on our website.

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Is your furniture really 100% solid hardwood?

All of our cabinet furniture is made from 100% solid hardwood from top to toe; plywood and chipboard are never used. All drawers are made with dovetail joints for added durability. Each drawer and cabinet back is made from real hardwood; there is no skimping on any part of the furniture. The timbers used have been kiln dried using state of the art technology which ensures minimal movement and means if looked after correctly, your furniture will last for years to come.

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How can your furniture be made from solid hardwood at these prices?

Because we design, manufacture, market and deliver the furniture using our own dedicated teams it cuts out the need for wholesalers and expensive middlemen. This methodology keeps our costs down meaning more cash in your pocket. Every step of the way, costs are kept to a minimum so we can say with confidence that the prices we offer are incredibly good value for money.

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Payment options

We accept most major credit and debit cards for orders online, via the phone and in store, including Visa, Mastercard, American Express, Maestro and Electron. We also accept Paypal payments online. For orders over £1,500, we can process cheque payments and we can accept cash payments instore.

If you want to spread the cost of your order or delay payment, you can choose one of our finance options on all orders over £500 (subject to status). For more information visit www.oakfurnitureland.co.uk/page/interest-free-credit.html

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

How secure are my credit/debit card details?

All online payments are protected by one of the UK’s leading secure encrypted gateway services and there is a very strict privacy policy, meaning that none of your information is ever shared with third parties. All credit card numbers are encrypted when the order is placed using 256-bit encryption. Thereafter payment is collected through our online credit card system via Barclays. There have been no documented cases of credit card fraud using our shopping system online.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

How do I apply for finance?

To apply for finance simply select the finance option you require on the Payment Method section of the checkout process or call our Finance Hotline on 0800 440 2254 to complete your application over the telephone with one of our advisers. It's important you use your full name and address details and make sure everything is spelt correctly.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

How do I apply for finance online?

To apply for finance simply select the finance option you require on the Payment Method section of the checkout process or call our Finance Hotline on 0800 440 2254 to complete your application over the telephone with one of our advisers. It's important you use your full name and address details and make sure everything is spelt correctly.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

When can I apply for finance?

Finance can be applied for 24 hours a day, 7 days a week through our website. Our Finance Hotline is open 8.00am - 8.00pm Monday, 8.00am - 9.00pm Tuesday and 8.00am - 8.00pm Wednesday to Sunday, simply call 0800 440 2254 to speak to one of our team members.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

What happens when my application is approved?

If your application is approved we will confirm your order. You will then need to follow our quick and easy electronic signature process to sign your agreement. You will receive an email directly from one of our lenders with simple and clear steps to follow.
If your application is successful, you may be asked to verify your identity by authorising a 50p transaction against a credit or debit card that you own. This helps protect you and us against fraudulent finance contracts. No money will be taken from your card; the details are only used to check that they are valid and registered to your address. We will then pass your order to our delivery team to arrange delivery within specified lead times.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

What happens if my application is not approved?

We work with a number of lenders to give the best opportunity for your finance application to be approved however this cannot be guaranteed. If our credit providers are unable to approve your application you will have the option of choosing an alternative method of payment (i.e. credit/debit card or BACS). If you have paid a deposit this will be refunded to you should you not be in a position to proceed with your order.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

What information do you need from me for my finance application?

For a decision on your credit application you will need to provide us with your personal contact details, residence, employment and bank details (including bank account number and sort code). Having this information to hand will speed up your application if you apply through our Finance Hotline on 0800 440 2254.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

Am I eligible for finance?

In order to apply for finance you must:

be at least 18 years of age.
be either employed for more than 16 hours per week, self-employed, a house person, retired, or in receipt of an invalidity or disability allowance.
have been a UK resident for 3 years or more.
be able to make repayments by direct debit.
be able to provide your previous address if you have lived at your current address for less than 3 years.
have a debit card or credit card in your name and registered to your address and have a bank or building society current account.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

How do I make payments to my finance agreement?

Once we have delivered your furniture we will notify your lender who will activate your agreement. Your first payment will be approx. 1 month from delivery for interest free credit agreements.
Regular payments must be made by direct debit however you can make additional repayments as you wish to by contacting your lender direct. Their contact details will be found on the “Welcome Email” you receive when your application is approved, alternatively you can contact our Finance Hotline who will be able to advise you of the contact details for your lender.

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Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

Can I change my Finance direct debit date?

After your first payment has been made you may contact your lender directly to change this date to a more convenient date. This is subject to agreement of your lender and they may levy a charge for doing so.

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How long will it take to provide me with a decision on my application?

In most cases your application decision will be advised to you instantly. There may be occasions where your application decision will take a little longer if our lenders require further information. We will ensure that you are kept up to date with your application.

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Will applying for finance delay my delivery?

Your delivery will be arranged once your finance agreement has been signed and received by us. Using our e-sign system makes this a very quick and easy process so we can pass your order to our delivery team to arrange delivery as soon as we are able to.

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What happens if I change my order - will there be a further credit check?

If you need to amend your order we will contact you to discuss the options available to you. This will depend on whether your order value has increased or decreased.

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If i repay early, how much interest will I be charged?

If you choose our Pay Monthly option and wish to repay in full after you have received delivery of your furniture you should contact your lender who will be able to provide you with the full details of any settlement amount inclusive of any interest and fees.

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Will I have to assemble the furniture myself?

The majority of our items will come delivered to you fully assembled and ready to use. Some items such as beds and dining tables require minimal assembly. We highlight which products require minimal assembly in our product descriptions on our website.

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How can I track the status of my order?

You can track the progress of your order through your online account here: www.oakfurnitureland.co.uk/index.php?app=gbu0&ns=acctorders

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How long will my order take to be delivered?

If you choose our customised delivery service your new furniture can be in your home within 7 days. If you choose our standard delivery service we will be able to offer you 3 fixed delivery dates. All delivery services and dates are dependent on the items you choose and stock levels. Sofas, for example, are made to order and will take longer to arrive. You can see which items are available within 7 days by checking online, visiting one of our stores or calling us on 0800 440 2254. Once you've placed your order you have the choice between our customised delivery service, or our standard delivery service

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What times do you deliver?

We deliver from Monday to Friday between 7am and 7pm. We'll contact you by text and email approximately 36 hours prior to your delivery with a 3-hour time slot. On the day of delivery, our drivers will call you up to 30 minutes before arrival to let you know they're on their way. For more information visit https://www.oakfurnitureland.co.uk/page/delivery.html

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Can you deliver outside UK Mainland?

At the moment we are only able to deliver to the United Kingdom mainland (including mainland Northern Ireland). Deliveries to Channel Islands, Isle of Man, Scottish Islands, Isle of Wight are not possible at this time.
Please note, if you live in any of the following postcode areas, your order may be delivered using a one man palletised distribution service:

KW11
KW13-14
IV27

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I have parking or access restrictions outside my home, can you still deliver?

We deliver your orders using a 7.5 tonne lorry, similar in size to a dustbin lorry. If you feel this may cause a problem, or if there are any other issues that may restrict our access, please call our delivery team on 0800 440 2254 to discuss your options.

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How will my furniture be delivered?

Our expert delivery team will deliver your furniture to the room(s) of your choice, and call you 30 minutes before they arrive. Please read our delivery page for more information https://www.oakfurnitureland.co.uk/page/delivery.html

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Will my furniture arrive flat-packed?

No, the majority of our items will come delivered to you fully assembled and ready to use. Some items require some assembly - either to protect the legs in transit or to make it easier to get the products into your home. We highlight which products require some assembly in our product descriptions on our website.

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Will you take the packaging away?

You will be responsible for disposing of any packaging. In the unlikely event that there is an issue and you need to return your furniture, each item will need be packaged correctly for collection. For this reason, we recommend you keep your packaging until you are happy with your new furniture.

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What time does my nearest store open?

For a list of our stores, opening times and other information, please check our website here: https://www.oakfurnitureland.co.uk/showrooms/

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

Can I see all of your ranges in my local store?

We aim to have as many ranges as possible in our stores for you to see. Typically you'll find our most popular and newest ranges on display, but to avoid disappointment check our store locator to check the range you want is available at your preferred store.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

Where can I find product dimensions?

The dimensions of each product can be found on the product description section of each item on the website. We recommend you take the time to measure areas, such as external and internal doors and the width and any turns of your staircase to make sure your new furniture will fit during delivery. If you are unsure please visit https://www.oakfurnitureland.co.uk/media/gbu0/promo/pages/delivery/how-to-measure-your-room.pdf. This will make sure you avoid a re-delivery or any cancellation fees.

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

Does your furniture come with a warranty?

All of our products come with a full one year warranty, which guarantees your new furniture for the first year against faults in the product or materials. We also offer an extended 5 year Care & Protection warranty product called Furniture Guard to protect your new furniture against life's everyday accidents, such as water or heat damage. For more information visit www.oakfurnitureland.co.uk/page/furniture-guard.html

Did this answer your question?

Thank you for your feedback

We are sorry to hear that. If you'd like to contact us please click here

Can I change my Finance direct debit date?

After your first payment has been made you may contact your lender directly to change this date to a more convenient date. This is subject to agreement of your lender and they may levy a charge for doing so.

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Thank you for your feedback

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Can I have a copy of my invoice?

Once your order has been placed we will send your invoice to the email address you've given us. You can also view your invoice through your online account here: www.oakfurnitureland.co.uk/index.php?app=gbu0&ns=acctorders

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How do I manage my order online?

You can manage your order through your online account here: My Account

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My contact details have changed since ordering. How can I update them?

You can update your contact and billing details using your online account here: My Account

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What if something goes wrong?

In the unlikely event that you experience any problems during your order we have several quick and easy ways for you to get in touch with us. You can follow the instructions through your online account or our Contact Us page.

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What information do you need to process a replacement, collection or refund?

For return enquiries, please use our Contact Us forms here. You can also find information about our returns policy in your Owner’s Manual, which would have either been handed to you in store, or emailed to your in our “What happens next” email.

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What do I do if I want a refund?

In the unlikely event that you are unhappy with our products, or you need to cancel or amend your order for any reason, please call our customer services team on 0800 440 2254 Monday - Saturday 9am - 6pm

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If I have a complaint, what should I do?

If you are unhappy with any aspect of our service, please contact us as soon as possible using our Contact Us page and a member of our team will be in touch. A copy of our full complaints process can be found here: www.oakfurnitureland.co.uk/page/complaints.html

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What information do you need to process a replacement, collection or refund?

For return enquiries, please use our Contact Us forms here. You can also find information about our returns policy in your Owner’s Manual, which would have either been handed to you in store, or emailed to your in our “What happens next” email.

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What do I do if I want a refund?

In the unlikely event that you are unhappy with our products, or you need to cancel or amend your order for any reason, please call our customer services team on 0800 440 2254 Monday - Saturday 9am - 6pm

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If I have a complaint, what should I do?

If you are unhappy with any aspect of our service, please contact us as soon as possible using our Contact Us page and a member of our team will be in touch. A copy of our full complaints process can be found here: www.oakfurnitureland.co.uk/page/complaints.html

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