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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 or contact us.

Payments

I don't want to buy online, what do I do?
There are two other ways to place your order with us. You can call a member of our Sales Team on 0800 440 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 your nearest store here.

How can I pay for my order?
Most major credit and debit cards, including Visa, Mastercard, American 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.

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.

Products

Will I have to assemble the furniture myself?
At Oak Furniture Land the majority of our products are designed with no home assembly needed. However, to aid in delivery or to avoid damage, our designers have deemed it best that certain items may need a small amount of home assembly. This includes all dining, cots and beds and some wardrobes, occasional tables and sofa products. Any handles e.g. for drawers and wardrobe doors may be on the inside of the drawers and doors. Items needing assembly will be clearly identified to you prior to purchase. Our designers ensure that any assembly is as straightforward as possible and in no way detracts from the quality or structural integrity of the product.

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.

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.

Do products from different ranges match?
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 the 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.

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 us on 0800 440 2254.

Delivery

How can I track the status of my order?
As soon as you place your order, you will receive an email confirmation which includes all your order details and your order number. You can then track the progress of your order at any time using this order number, by 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.

How long will my order take to be delivered?
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.

What are your delivery charges?
We offer free delivery on all orders provided you have an address in the United Kingdom mainland (including mainland Northern Ireland). 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.

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

Will you take the packaging away?
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

Are my goods guaranteed?
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.

What do I do if I want a refund?
If you are purchasing online or on the phone, please refer to the Terms and Conditions 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. For purchases made in store please refer to your Owner’s Manual.

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

How can I contact you?
If you have any questions about an existing order including delivery and after sales, please call our Customer Service team, Monday to Saturday between 9am and 6pm, on 0800 440 2254.

If I have a complaint, what should I do?
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 us

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