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Contact us / FAQs

Most of the answers to our customers' questions can be found in our FAQs Please select an option from the choice below.

  • Sales Questions

    What time does my nearest store open?

    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/

    How can I order?

    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 - 6 pm Monday to Sunday.

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

    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.

    Where can I find product dimensions?

    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.

    Payment options

    Payment options

    We accept most major credit and debit cards for orders online, via the phone and in store, including Visa, Mastercard, 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 from £500 (subject to status). For more information visit www.oakfurnitureland.co.uk/page/interest-free-credit.html

    How secure are my credit/debit card details?

    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.

    Do products from different ranges match?

    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.

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

    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, Mon-Fri 9am to 6pm on 0800 440 2254.

    Does your furniture come with a warranty?

    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. Our sofas, sofa beds, accent chairs, armchairs and footstools all come with a lifetime frame guarantee too. We also offer an extended five-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

    How do I apply for finance?

    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.

    When can I apply for finance?

    When can I apply for finance?

    Finance can be applied for 24 hours a day, 7 days a week through our website. Our finance line is open 9.00am - 6.00pm seven days a week, simply call 0800 440 2254 to speak to one of our team members.

    What happens when my application is approved?

    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.

    Once your application has been approved, The finance lender will email you asking you to E-Sign your finance documentation, this will enable us to finalize your order. We will then pass your order to our delivery team to arrange delivery within specified lead times.

    What happens if my application is not approved?

    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.

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

    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.

    Am I eligible for finance?

    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.

    How do I make payments to my finance agreement?

    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.

  • Product Questions

    Do products from different ranges match?

    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.

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

    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, Mon-Fri 9am to 6pm on 0800 440 2254.

    Will I have to assemble the furniture myself?

    Will I have to assemble the furniture myself?

    We offer a Premium Delivery service, which means our delivery team will unpackage your items, put them together in the room of your choice, and take the packaging away. Please see our delivery service options for further details. Most of our products come fully assembled and ready to use. We highlight which of our larger items (like beds, wardrobes and dining tables) require minimal assembly in the product descriptions on our website.

  • Payment Questions

    Payment options

    Payment options

    We accept most major credit and debit cards for orders online, via the phone and in store, including Visa, Mastercard, 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 from £500 (subject to status). For more information visit www.oakfurnitureland.co.uk/page/interest-free-credit.html

    How secure are my credit/debit card details?

    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.

  • Delivery Questions

    When do you deliver?

    When do you deliver?

    We deliver between 7am and 10pm, Monday to Friday.

    3 days before your delivery is due to arrive, we’ll send you an email with your 3-hour delivery window, so that you can plan your day. On the day of delivery, we’ll call you 30 minutes before we get there.

    Do you deliver outside of mainland UK?

    Do you deliver outside of mainland UK?

    As our deliveries are completed by our own fleet, we can only deliver to Mainland UK. Deliveries to Channel Islands, Isle of Man, Scottish Islands, and Isle of Wight are excluded.
    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

    How will my furniture be delivered?

    How will my furniture be delivered?

    All our product deliveries are carried out by a two-person team.

    3 days before your delivery is due to arrive, we’ll send you an email to confirm your 3-hour delivery window. The day before your delivery you'll receive a text (SMS) re-confirming your delivery information.

    On the delivery day itself, your delivery team will call you 30 minutes before they arrive.

    We offer 4 different delivery services, so for more details, please take a look at our delivery page.

    How long will my order take to be delivered?

    How long will my order take to be delivered?

    Available delivery dates are generated at checkout and depend on product availability and lead time, your selected delivery service, and your delivery postcode.

    If you choose either our Flexible or Premium Delivery service, you will have the option of choosing any available delivery date that suits you, with the ability to change your date free of charge up to 3 days before your order is due to arrive.
    Our 7-day delivery service is only available with Flexible or Premium Delivery, and is dependent on route availability. You will always be presented with the earliest available delivery date at your checkout.

    Will my furniture arrive flat-packed?

    Will my furniture arrive flat-packed?

    The majority of our items arrive fully assembled and ready to use.

    Some items require a small amount of assembly – this is to either 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 the product descriptions on our website.

    If you don’t want to assemble items yourself, we offer a Premium Delivery service, where our delivery team will unpack your item(s), assemble in your room(s) of your choice, and remove all packaging, leaving you to enjoy your new furniture.
    Please see our delivery service options for further details.

    I live in a block of flats, how will my delivery work?

    I live in a block of flats, how will my delivery work?

    If you live in an apartment or a block of flats, our Premium, Flexible and Room of Choice Delivery options all ensure your items will be taken to your room(s) of your choice.

    If you have chosen our Doorstep Delivery, we will bring your order to the entrance of the building. Please ensure that if you have ordered large items such as chests of drawers, or sideboards, someone from your household is available to help you take your items to your flat as our furniture is made from quality timber and can be heavy.

    We will require you to provide proof of address when you meet the drivers on the day.

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

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

    We deliver your orders using a 7.5 tonne vehicle, 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 Customer Service team on 0800 440 2254 to discuss your options.

    Will you bring my delivery inside?

    Will you bring my delivery inside?

    Our Premium, Flexible and Room of Choice options all include delivery to your room(s) of choices by our two-person delivery team.

    If you have chosen our Doorstep Delivery service, be aware that our furniture is not flat packed, so getting larger items upstairs, for example, can be particularly challenging.

    If you have ordered larger furniture pieces, for example, chests of drawers or sideboards, you will need someone to help you carry your items into your home and into your room(s) of choice when our drivers arrive.

    Please note: our delivery drivers will only leave once they have observed the delivery being taken over the threshold.

    Please see our delivery options for comparison of our delivery services.

    What is doorstep delivery?

    What is doorstep delivery?

    • We will deliver to the doorstep only and will not be able to enter your home. A member of your household will need to be present to accept delivery and carry your furniture over your threshold, which our drivers will observe.

    • If you prefer, we can deliver to a secure garage. If your garage is not joined to your property we will need to see proof of identification at the point of delivery.

    • Three delivery dates are offered based on when our drivers are due to be in your area. Once selected, your delivery date cannot be changed.

    • If you live in a flat, we can only deliver to the entrance of your building, and not to your front door. As we will need you to carry your furniture over the threshold, we will need to see proof of identification at the point of delivery.

    • Our furniture is not flat packed, and therefore can be large and heavy. Getting larger items upstairs, for example, can be particularly challenging. If you have ordered larger items (for example dining tables, chest of drawers, sideboards) you will need someone from your household to help you carry your items into your home and into the room of your choice when our drivers arrive.

    • Our sofa category items (sofas, sofa beds, loveseats, armchairs and footstools) and wardrobes are particularly sizeable and heavy, which makes them difficult to manoeuvre and carry upstairs. Therefore, to ensure they are safely delivered to your room(s) of choice by our trained in-house delivery team, we have excluded these items from doorstep delivery.

    Why are some products excluded from Doorstep Delivery?

    Why are some products excluded from Doorstep Delivery?

    Our sofa category items (sofas, sofa beds, loveseats, armchairs and footstools) and wardrobes are particularly sizable and heavy, which makes them difficult to manoeuvre and carry upstairs.

    Therefore, to ensure they are safely delivered to your room(s) of choice by our trained in-house delivery team, we have excluded these items from Doorstep Delivery.

    Some of our home assembly wardrobes are only available on Premium Delivery, meaning all you need to do on delivery day is be at home, easy!

    Will you take the packaging away?

    Will you take the packaging away?

    We care about our products and package them securely to ensure they get to you in perfect condition.

    Our Premium Delivery service includes unpacking your new items, assembling where required, and removing all packaging and taking it away for sorting and processing. This service is ideal for larger items, or orders with multiple pieces.

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

    Please see our delivery page for comparison of our delivery services

    Will you take my old furniture away?

    Will you take my old furniture away?

    We offer 2 partnerships for furniture removal, through the British Heart Foundation where you can donate your furniture and raise funds for the charity, or via Clearabee, who offers an environmentally-friendly clearance service. Please see our information pages for more details on these two services: BHF and Clearabee

    Can I change my delivery service?

    Can I change my delivery service?

    If you would like to change your delivery service and have selected Room of Choice or Doorstep delivery, but need more flexibility on your dates, please contact our Customer Services team by calling 0800 440 2254 Monday to Friday from 9am - 6pm to upgrade to Flexible or Premium Delivery.

    How should I measure my room for delivery?

    How should I measure my room for delivery?

    Getting new furniture is exciting! To help you ensure your delivery goes as smoothly as possible, we have put together a couple of guides.

    If you are buying a sofa, you can find our handy measuring guide here.

    If you are buying wardrobes, we have a separate guide here.

    Will I have to assemble the furniture myself?

    Will I have to assemble the furniture myself?

    We offer a Premium Delivery service, which means our delivery team will unpackage your items, put them together in the room of your choice, and take the packaging away. Please see our delivery service options for further details. Most of our products come fully assembled and ready to use. We highlight which of our larger items (like beds, wardrobes and dining tables) require minimal assembly in the product descriptions on our website.

  • Customer Service

    What time does my nearest store open?

    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/

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

    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.

    Where can I find product dimensions?

    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.

    Does your furniture come with a warranty?

    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. Our sofas, sofa beds, accent chairs, armchairs and footstools all come with a lifetime frame guarantee too. We also offer an extended five-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

    Can I change my Finance direct debit date?

    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.

    Can I have a copy of my invoice?

    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

    How do I manage my order online?

    How do I manage my order online?

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

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

    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

    What if something goes wrong?

    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.

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

    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.

    What do I do if I want a refund?

    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 Mon-Fri. We are open 9am to 6pm.

    If I have a complaint, what should I do?

    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.

  • Returns and Refunds

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

    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.

    What do I do if I want a refund?

    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 Mon-Fri. We are open 9am to 6pm.

    If I have a complaint, what should I do?

    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.

  • Finance Questions

    How do I apply for finance?

    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.

    When can I apply for finance?

    When can I apply for finance?

    Finance can be applied for 24 hours a day, 7 days a week through our website. Our finance line is open 9.00am - 6.00pm seven days a week, simply call 0800 440 2254 to speak to one of our team members.

    What happens when my application is approved?

    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.

    Once your application has been approved, The finance lender will email you asking you to E-Sign your finance documentation, this will enable us to finalize your order. We will then pass your order to our delivery team to arrange delivery within specified lead times.

    What happens if my application is not approved?

    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.

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

    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.

    Am I eligible for finance?

    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.

    How do I make payments to my finance agreement?

    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.

    Can I change my Finance direct debit date?

    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.

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

    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.

    Will applying for finance delay my delivery?

    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.

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

    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.

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

    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.

    What type of credit options do you offer?

    What type of credit options do you offer?

    This will depend on the total cost of your order, please see our example tables for minimum spend information above. We offer interest-free credit options that can be spread over a 6-, 12-, 18-, 20-, 24-, 30- or 36-month period depending on how much credit you need. There are no fees associated with interest-free credit, and it carries a 0% APR.
    We also have interest-bearing credit over 48 months which is 14.9% APR Representative.
    Please note, not all products offered by our finance lenders are regulated by the FCA. Our 6- and 12- month interest-free credit options aren't regulated, however our 18-, 20-, 24-, 30-, and 36-month options are all regulated by the FCA.
    All finance is subject to status and credit checks. Late payment fees and other charges may be payable, please refer to your finance agreement for full details and T&Cs.

    Is there a minimum order value for credit applications?

    Is there a minimum order value for credit applications?

    Yes. Interest-bearing credit is available on purchases from £500. For interest-free credit it’s available on purchases over £1,999.

    What is Oak Furnitureland's credit broker status?

    What is Oak Furnitureland's credit broker status?

    Oak Furnitureland Group Limited (FRN 928005) is an Appointed Representative of Consumer Credit Compliance Limited, which is authorised and regulated by the Financial Conduct Authority (FRN 631736).

    The permissions of Consumer Credit Compliance Limited as a Principal firm allow Oak Furnitureland Group Limited to undertake credit broking.

    Oak Furnitureland Group Limited act as a credit broker, not as a lender, and may be paid a fee based on the total amount of credit provided, calculated as a percentage of the balance financed. You will not pay more as a result of our commission arrangements.

    Oak Furnitureland uses the following lender:

    Secure Trust Bank PLC trading as V12 Retail Finance
    Authorised and regulated by the Financial Conduct Authority (Financial Services Register No. 204550). Registered in England and Wales 541132. Registered office: Yorke House, Arleston Way, Solihull, B90 4LH.

    Are my personal details secure?

    Are my personal details secure?

    Yes, our website uses the latest 256-bit high-grade encryption to protect you.

    What happens if my Direct Debit fails, or I fail to make payments on time?

    What happens if my Direct Debit fails, or I fail to make payments on time?

    In this instance, late payment fees and other charges may be applicable, so we recommend you refer to your finance agreement for the full details and T&Cs. Any fees and charges payable are collected by the finance lender directly and not by Oak Furnitureland Group Limited.

    If I'm about to move house, do I provide my current or new address details?

    If I'm about to move house, do I provide my current or new address details?

    When applying for credit make sure you provide your current address details (along with details of previous addresses if you’ve been there for less than 3 years) rather than your new one.

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