How do I place my order?
Orders are placed online. If you are struggling to place an order online, please contact us via email to email@example.com and one of our colleagues will kindly assist you.
Are all items on the website in stock?
We do have some items that could be out of stock but don’t worry we’ll have it on order! Feel free to request an email for when the product is back in stock on the products page.
We do have items that could currently be out of stock, the good news is we do offer pre-order on items that we have on the way to us! These should be with us within 4 weeks, although more specific delivery dates are on individual product pages.
Is delivery Free?
We offer a free delivery service on all orders £150 to UK Mainland only.
What if I want to return my item?
If you are not happy with a product for any reason, you can return it to us for a full refund (please let us know within two days of receiving your goods.) Return delivery is at your own cost, and items must be unused, free from damages and returned in their original packaging, along with all parts and instructions.
If you have already assembled your product, please dismantle it and repackage as you received it. This way the couriers can accept it. See our Returns page for more info
I want to cancel an order I just placed – how do I do this?
Contact firstname.lastname@example.org. Our team will try their best to stop the delivery of your order, please note this isn’t guaranteed if the goods have reached the courier network. We will then ask you to refuse delivery so that the item is returned back to us.
I’ve hired someone to assemble my goods but it hasn’t arrived?
We do recommend waiting till the goods have been delivered before you book the services of an independent installer. We will not be liable for any fees you have paid for a third-party service arranged by yourself.
Can my order be delivered to a safe place?
If you request your order to be left in a safe place then the courier and Big Furniture Warehouse aren’t liable for any loss or damage occurred.
I used the incorrect address on my address – can this be changed?
If the order hasn’t been dispatched then we will be able to change this, once the order has been dispatched, we won’t be able to have the delivery stopped.
My order is late – when can I expect it to arrive?
Unfortunately, we have no control over any delays that can occur within the courier network, we do work extremely hard with our couriers to ensure that all orders are delivered on time. Don’t hesitate to contact us on email@example.com and our dedicated team will help get this resolved for you.
Can I use power tools when assembling an item?
No, we don’t recommend using any power tools when assembling furniture. We will also not be liable if you damage the item by using power tools. We advise you follow the assembly instructions and use the recommended tools for assembly.
I’ve only received part of my order – what do I do?
Double check your confirmation e-mail, some products are sent out with different couriers depending on size & weight of the item. If you no longer have the confirmation, email you can also check this on your Account.
If I order more than one item, will it be delivered at the same time?
This would depend on the size and weight of the items you have purchased as we use different couriers therefore, we would be unable to confirm whether these would be delivered at the same time. Should the items you have purchased all be dispatched with the same courier, these should be delivered altogether however it isn’t guaranteed. We will always try and keep the number of deliveries to a minimum.
When will my order be delivered?
Most products are delivered within 24-48 hours. Larger & Heavier products are usually delivered within a week but can take a little longer due to logistics. Each product page shows estimated delivery times for the items. Feel free to contact us if you have any questions about this at firstname.lastname@example.org
How do I track my order?
When we dispatch your order we will issue you with a tracking number – this will allow you to track your order on the couriers site that we have sent it with.
We will always send an email confirmation (please check your email junk folder and let us know if you haven’t heard from us.)
My item has arrived damaged but I’ve thrown the packaging away – what do I do?
We do recommend that you DO NOT throw away any packaging until you are happy with the item. Unfortunately, if this is disposed of and you wish to return your item, we’re unable to facilitate your return, our couriers will refuse to collect your item if this isn’t flat packed and assembled. See Terms & Conditions for more info.
When will I receive a refund for an item I’ve returned?
This depends on the payment method. PayPal Balance is anywhere from instant to 2 hours, Debit Card is 3-5 working days, Credit card is 3-30 days.
My Order has arrived and some of the parts have been damaged – what do I do?
Depending on the quantity of parts effected, we can of course arrange for replacement parts to be sent out to you free of charge. We can also collect the item and have a new one sent out as a replacement.
Please ensure you do not throw away any of the packaging if you wish to return this for a replacement. See Returns page for more information on returning your items.
I’ve emailed you but received no response – what do I do?
Our email address is email@example.com. We do advise 24-48 hours to receive a response from the team, this may vary during peak times.
How do I know if the item I’m looking at is flat packed or ready assembled?
If you check the product description and also bullet points it should let you know if the item is flat packed or ready assembled. All flat packed items come with an Assembly manual, if not you can also locate these on the product pages on the website.
My discount code isn't working when I apply it to my basket?
If you have items in your basket that are in the sale/are already discounted, the code cannot will not work against them. Discount codes can only be redeemed against full price items unless stated otherwise.
Can't find a specific product?
Send us a message at firstname.lastname@example.org, we’re always looking at new products to add to our catalogue!
What is a pre-order?
Pre-orders are when we don’t currently have physical stock of the product but do have it due to arrive with us. It allows you to purchase the product before it’s available, this ensures you don’t miss out on a product you really want in your home!
How to pre-order?
We will have a ‘Coming Soon’ section on the website that will include all of the products that are due to arrive with us. Each product page will show an estimated release date and also a Pre-Order button, this will add the item to your basket and let you check out as usual.
When will I be charged?
We will take full payment for the item at checkout on the day of purchase.
What if I order items that are in stock and a pre-order item?
The item that is in stock with us will be shipped the next working day, the pre order will be shipped when the stock has arrived with us. You’ll receive a dispatch confirmation email for both of the shipments to keep you up to date.
When will I receive my order?
Once the item has come into stock with us we will dispatch it the next working day, we will send a dispatch confirmation e-mail to you with the tracking information.
What happens if the release date changes?
We will update the product pages if the release date does change, feel free to contact us on email@example.com if you have any questions about your order.
Can I cancel my pre-order?
We understand that circumstances change and sometimes you’ll need to cancel your order, we do allow this before the item has been shipped. If the item has been shipped out then we can’t cancel the order but you can follow the return’s procedure and return it to us for a refund.
Can I return my pre-order when I’ve received it if I don’t like it?
Of course, you can still return your order as per the return’s procedure.