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The UK's Largest Retailer
of 100% Solid Hardwood Furniture

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0800 440 2254 9am - 8pm - 7 days a week

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Frequently Asked Questions

Below you can find answers to the most frequently asked questions by our customers. These include questions on our products, delivery service and payment methods to mention a few. If your query cannot be answered with one of the questions below, please call our Customer Service team on 0800 440 2254.


  1. I don't want to buy online, what do I do?
  2. There are two other ways to place your order with us. You can call a member of our Sales Team on 0800 40 2254 and they will guide you through the process and answer any questions along the way. Alternatively you can visit one of our stores where our knowledgeable staff are on hand to provide expert advice and support. You can find you nearest store here.

  3. How can I pay for my order?
  4. Most major credit and debit cards, including Visa, Mastercard, Amercican Express, Maestro and Electron are accepted online, over the phone and in store. For orders over £1,500 we can process payments via a cheque. Finally, if you want to spread the cost of your order or delay payment, you can choose one of our finance options on all order over £500.

  5. How secure are my credit/debit card details?
  6. 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 than 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.


  1. Will I have to assemble the furniture myself?
  2. We know how frustrating home assembly furniture can be which is why the vast majority of our products have been designed to come ready assembled. Certain items, such as beds or dining tables, require minimal assembly as when fully assembled they are unlikely to fit through the door of your house. This also protect larger products from any accidental damage during delivery. The small amount of self-assembly in no way detracts from the quality or structural integrity of the product, our designers have made sure of that. Any items which require assembly will have easy to follow instructions included.

  3. Is your furniture really 100% real hardwood?
  4. All of our cabinet furniture is made from 100% real 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 are 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.

  5. How can your furniture be made from real hardwood at these prices?
  6. 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.

  7. Do products from different ranges match?
  8. We work very hard to make sure the timbers used in all our furniture stays consistent between ranges. As long as the same type of timber is purchased there will be very little difference in finish from range to range. For example, our natural oak ranges should complement each other, however, it should be pointed out that over time natural oak will darken so there is always a possibility of slight shading differences between ranges.

  9. I have found the product I want to buy somewhere else and it's cheaper
  10. If you have found an identical product elsewhere, please call us on 0800 440 2254.


  1. How can I track the status of my order?
  2. As soon as you place your order, you will receive an email confirmation which includes all your oder details and your order number. You can then track the progress of your order at anytime using this order number, buy logging in to your online account or calling our Home Delivery Team. If you haven't created an account, it is a simple form to fill in.

  3. How long will my order take to be delivered?
  4. For items that are available with Custom Delivery, these can be in your home within 7 days, you choose the day to suit you. For all other items, you will receive an order confirmation email with an estimated delivery date for the entire order. This will be dictated by the item on the order with the longest lead time. If an item is out of stock, we will clearly state this on the individual item; if there are further unforeseen delays, a member of our team will contact you as soon as possible.

  5. What are your delivery charges?
  6. We offer free delivery on all orders provided you have an address on the UK Mainland. Alternatively we also offer an custom delivery service where for £39 you can guarantee your delivery within 7 days, or choose a delivery date to suit you.

  7. Can you deliver outside UK Mainland?
  8. At the moment we are only able to deliver to UK 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

  9. Will you take the packaging away?
  10. We are unable to unpack your order or remove the packaging. If you should need to return an item to us then you will need the original packaging to do so.

Returns & Refunds

  1. Are my goods guaranteed?
  2. All of the products sold on this site come with a full one year warranty, which guarantees the product for the first year of ownership.

  3. What do I do if I want a refund?
  4. Please refer to our Refund Policy for details. In the instance that you are to be issued a refund, it will be processed via the same method that the initial payment was made. For example, if you paid for the item using a credit card, the refund will be made onto the same credit card.

  5. What information do you need to process a replacement, collection or refund?
  6. For enquiries related to a return or refund, please use our Contact Us page. Filling in the contact us form will ensure we receive all the necessary information to resolve the matter as quickly and efficiently as possible.

  7. How can I contact you?
  8. If you have any questions about an existing order including delivery and after sales, please call our Customer Service team, Monday to Friday between 9am and 6pm, on 0800 400 2254.

  9. If I have a complaint, what should I do?
  10. If you are unhappy with any aspect of our service, please contact us immediately using our Contact Us page and a member of our customer service team will be in touch.

    In the unlikely event that you need to escalate your complaint further, you can also contact our Service Director, Gill Mison.

    A copy of our full complaints process can be found here.

For only £39 per order, all items featuring "custom delivery" can usually be delivered within 7 working days.
Alternatively choose from a selection of delivery dates and pre-book a day convenient for you, all available dates will be shown clearly at checkout.

Custom Delivery

For only £39 you can choose any items displaying an "Express Delivery" logo, for a guaranteed delivery date to suit you. The dates available will vary in different postcode areas but will be made clear to you in the checkout process.

There is no limit on the amount of items that can be added to your basket for the £39 charge, this is per order and not per item.

Adding item to your basket