How do I return my furniture ?The biggest concern for most people when purchasing a large furniture item online is….what happens if something goes wrong? What if I don’t like the item? What if it’s damaged? Worry not! Furn-On unlike many other online companies have a fair and straightforward process to handle any eventuality following delivery of your purchase. If you are dissatisfied with your order in any way, we are happy to accept a return of your order to ourselves for a refund. Just follow these 3 simple steps:
Step One - Let us know within 14 days from receipt of your delivery of your wish to return the order and we can raise a return for you.
Step Two - Please ensure that your furniture is back in the original packaging, with no assembly having taken place on those items which have been delivered flat packed.
Step Three – You can return your furniture back to our warehouse and there are two ways this can be done. Either we can manage your collection however there would be a 35 pound charge or 10% of the order value (whichever is greater), or you can arrange for the goods to be returned to our warehouse using your own chosen courier service.
How do I know the item is right for me ?Here at Furn-On we have the customer interests and concerns at the very forefront of all the service we provide, we appreciate it is difficult to know from a picture if an item is right for you or exactly what you are looking for. So to avoid ordering something you do not like, we have a dedicated customer services team who are available 9am-5pm Monday to Friday, are team are more than happy to get the answer to ABSOLUTELY any question you may have so that you have all of the information necessary to make a decision regarding whether our furniture is what you are looking for. Don’t worry how silly you think the question may be, we’re fairly certain that in over 10 years of trading, a similar question has already been asked. Feel free to talk to our staff to get the information which helps you to make a decision on whether this is the item you have been searching for. So don’t be shy, just ask !
What if my order arrives damaged ?So you have placed an order, taken a delivery booking and excitedly waited for you goods to arrive and they turn up damaged. This is not a common scenario with Furn-On, but it is one I’m sure we have all encountered in our online shopping experience. Whilst we try to take every precaution to ensure that our furniture arrives without any problem, sometimes despite our best efforts we to see occasional damages. This in mind we do know that with the fast pace carrier deliveries, If you were to inspect your order on delivery, you could feel under pressure to check items over and may miss something. For this reason, we just ask that on delivery you simply check for any damage to the exterior of the packaging and make a note of this on the paperwork or hand held POD. The best term to clearly print next to your name is "Box Damaged” other terms like unchecked can be less effective when rising requested with the carrier.
We are always looking to make our processes as easy and clear as possible in the event of disappointment following a delivery, so if you received a self-assembly item we do ask that all parts are checked prior to assembly. This helps avoid you wasting any time assembling something which may turn out to be damaged in some way.
If after checking your order over you find some damage, please send an e-mail through to email@example.com preferably with some images of the damage and part references from your assemble instructions. So that we know exactly what the problem is and what we need to do to fix it for you. We will then follow up your e-mail with a telephone call to explain what happens next and so that you know this has been dealt with. We will then provide a replacement part and manage this through for you all free of charge so that you are left fully satisfied with the outcome.
What if a fault occurs after delivery ?Don’t panic, were still here to help
Faults that only become evident after 14 days of delivery would need to be e-mailed through to us at firstname.lastname@example.org with images and full details of the issue and how it developed. With this information we are more than happy to investigate what we need to do to rectify this for you.