Frequently Asked Questions
Everything you need to know about ordering, delivery, returns and more.
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Most asked
The questions our customer care team hears most.
How do I track my order?
When we dispatch your order we'll issue you with a tracking number, so you can track it directly on the courier's site. We always send an email confirmation — if you haven't heard from us, check your junk or spam folder and then let us know via Live Chat, Facebook or Instagram. You can also check the status of your order in your account at any time.
Is delivery free?
We offer free delivery on all orders to UK mainland. Charges may apply to Scotland, the Highlands, the Channel Islands and Northern Ireland depending on the area — you'll see this at checkout. Some products are restricted from being sent to certain areas, and this is noted on the relevant product pages.
When will my order be delivered?
Most products are delivered within 24-48 hours. Larger and heavier products are usually delivered within a week, but can take a little longer. Each product page shows estimated delivery times for that item.
Why did my order not arrive together?
If you've ordered more than one item, it may come in separate deliveries — we use different couriers depending on the size and weight of each item, and we'll always try to keep the number of deliveries to a minimum. Some larger items also arrive in more than one box; the cartons will be labelled box 1 of 2. Check your confirmation email, or your account, to see what's coming with which courier.
Is this item flat-packed?
The last bullet point on every product page tells you whether an item is flat-packed or arrives ready assembled. Most of our furniture is flat-packed, and all flat-packed items come with an assembly manual — you can also download these from the product page. If you'd rather skip the building, have a look at our dedicated Ready Assembled section.
What are the dimensions for this item?
You'll find the full dimensions in the first bullet point on every product page, listed as width x depth x height in cm. They're also in the specifications drop-down. If you need a measurement that isn't shown, email support@bigfurniturewarehouse.com and we'll check it for you.
When is this back in stock?
Where we have an expected date, it's shown on the product page. Items due back soon also appear in our Coming Soon section, and some can be pre-ordered so you're first in the queue when the stock lands. If there's no date showing, it just means the supplier hasn't given us an estimated date yet.
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Delivery 5 questions
When will my order be delivered?
Most products are delivered within 24-48 hours. Larger and 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 that item.
Is delivery free?
We offer a free delivery service on all orders to UK mainland. Charges may apply to Scotland, the Highlands, the Channel Islands and Northern Ireland depending on the area — you'll see this at checkout. Some products are restricted from being sent to certain areas, and a note shows on the relevant product pages.
My order is late — when can I expect it to arrive?
We have no control over delays within the courier network, though we work hard with our couriers to make sure orders are delivered on time. Get in touch at support@bigfurniturewarehouse.com and our team will help get this resolved for you.
Can my order be delivered to a safe place?
Yes, but if you ask for your order to be left in a safe place, neither the courier nor Big Furniture Warehouse is liable for any loss or damage.
I've used the wrong delivery address — can this be changed?
Unfortunately we can't amend the address once your order has been placed, for dispute reasons — your payment provider wouldn't cover the item in transit. If you've ordered to the wrong address we can try to request a return with the courier, but this isn't guaranteed. We'd recommend refusing delivery and placing a new order to the correct address.
Orders 9 questions
How do I place my order?
Orders are placed online. If you're struggling to place an order, email support@bigfurniturewarehouse.com and one of our colleagues will be happy to assist you.
How do I track my order?
When we dispatch your order we'll issue you with a tracking number, so you can track it directly on the courier's site. We always send an email confirmation — if you haven't heard from us, check your junk or spam folder, then let us know via Live Chat, Facebook or Instagram.
Where will I see the status of my order?
If you placed your order on the website, you can check its status in your account. We also send emails whenever the status changes, so you're kept up to date at all times.
I want to cancel an order I've just placed — how do I do this?
Contact support@bigfurniturewarehouse.com. Our team will do their best to stop the delivery, though this isn't guaranteed once the goods have reached the courier network. We'll then ask you to refuse delivery so the item comes back to us.
I've only received part of my order — what do I do?
Check your confirmation email. Some products are sent with different couriers depending on the size and weight of the item, so they may arrive separately — we'll always try to keep the number of deliveries to a minimum. If you no longer have the confirmation email, you can also check this in your account.
My order has arrived and some of the parts are damaged — what do I do?
Depending on how many parts are affected, we can arrange for replacement parts to be sent out to you free of charge, or collect the item and send out a new one as a replacement. Please don't throw away any of the packaging if you need to return it. See our Returns page for more.
My item arrived damaged but I've thrown the packaging away — what do I do?
We recommend you don't throw away any packaging until you're happy with the item. If it's been disposed of and you want to return the item, we're unable to facilitate the return — our couriers will refuse to collect an item that isn't dismantled and repackaged. See our Terms & Conditions for more.
My order has arrived but it's the wrong item — what do I do?
Please don't open the parcel. Contact us at support@bigfurniturewarehouse.com and we'll get this sorted as soon as possible and have the correct item sent out to you.
My assembly instructions are missing — what do I do?
Apologies for that. Check the product page for the item you ordered — there should be a tab to download the instructions directly to your desktop or mobile. If you can't find it, email support@bigfurniturewarehouse.com and we'll send them through to you.
Product & assembly 4 questions
Are all items on the website in stock?
Some items may be out of stock, but don't worry — we'll have them on order. You can request an email for when a product is back in stock on the product page. We also offer pre-order on items that are on their way to us; these should be with us within 12 weeks, and more specific dates are shown on individual product pages.
Can I use power tools when assembling an item?
No, we don't recommend using any power tools when assembling furniture, and we won't be liable if the item is damaged by using them. Please follow the assembly instructions and use the recommended tools.
I've booked someone to assemble my furniture but it hasn't arrived yet
We recommend waiting until the goods have been delivered and you've checked everything has arrived before booking an independent installer. We won't be liable for any fees you've paid for a third-party service you've arranged yourself.
Can't find the product you're looking for?
Send us a message at support@bigfurniturewarehouse.com — we're always looking at new products to add to our catalogue.
Returns & refunds 12 questions
What if I want to return my item?
If you're not happy with a product for any reason, you can return it to us for a full refund — just let us know within 14 days of receiving your goods. Items must be unused, free from damage and returned in their original packaging, along with all parts and instructions. If you've already assembled the product, please dismantle it and repackage it as you received it so the couriers can accept it. See our Returns page for more.
How do I start a return?
Get in touch through our contact us page within 14 days of receiving your order, and we'll walk you through the process.
Do I arrange the return, or do you collect it?
If you've changed your mind, we can arrange collection for you, though the cost of return is yours — we'll confirm the charge before booking anything. If the item is faulty or damaged, we'll cover the return and sort it out for you at no cost.
Do I have to pay to return something?
If you've changed your mind, return delivery is at your own cost. If the item is faulty, damaged or not what you ordered, we cover it.
What if my item is faulty or damaged?
That's different from changing your mind — you won't be out of pocket. Get in touch with photos of the problem and we'll sort it, either with replacement parts sent out free of charge or by collecting the item and sending a new one. Please don't throw away the packaging until it's resolved, as the courier will need it for collection.
Can I return an item I've already assembled?
Yes, within the 14 days. You'll need to dismantle it and repackage it as it arrived, with all the parts and instructions, otherwise the courier can't accept it. It also needs to be undamaged — so it's worth checking you're happy with the item before you build it.
Do I need the original packaging?
Yes. Items have to come back in their original packaging with all parts and instructions, so we'd recommend keeping it until you're certain you're happy. Without it we can't accept the return, as our couriers won't collect an item that isn't properly repackaged.
Can I return part of an order?
Yes — just tell us which items when you get in touch and we'll deal with those. Anything you keep is unaffected.
What if the item won't fit through my door?
It's worth checking the dimensions on the product page against your doorways, hallways and stairs before ordering, particularly for larger items — the full measurements are in the first bullet point and the specifications drop-down. If it does arrive and won't fit, it counts as changing your mind, so the usual returns terms apply.
Can I return a mattress?
For hygiene reasons we can't accept a mattress back once it's been unsealed. If it's still sealed in its original packaging, get in touch within 14 days and we'll talk you through your options. Faulty mattresses are always covered — contact us and we'll sort it.
Can I return a sale or clearance item?
Yes. Sale and clearance items are treated exactly the same as full-price ones, with the same 14-day window and the same returns terms.
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, and credit card is 3-30 days.
Pre-Orders 7 questions
What is a pre-order?
Pre-orders are when we don't currently have physical stock of a product but do have it due to arrive with us. It lets you buy the product before it's available, so you don't miss out on something you really want in your home.
How do I pre-order?
Our Coming Soon section lists all the products due to arrive with us. Each product page shows an estimated release date and a Pre-Order button, which adds the item to your basket so you can check out as usual.
When will I be charged for a pre-order?
We take full payment for the item at checkout on the day of purchase.
When will I receive my pre-order?
Once the item comes into stock with us we'll dispatch it the next working day, and send you a dispatch confirmation email with the tracking information.
What if I order items that are in stock and a pre-order item?
The item that's in stock will be shipped the next working day, and the pre-order will be shipped once the stock has arrived with us. You'll receive a dispatch confirmation email for both shipments to keep you up to date.
What happens if the release date changes?
We'll update the product page if the release date changes. Contact support@bigfurniturewarehouse.com if you have any questions about your order.
Can I cancel or return my pre-order?
We understand circumstances change, and we can cancel a pre-order before the item has been shipped. If it's already been shipped we can't cancel it, but you can follow the returns procedure and send it back for a refund. You can also return a pre-order once you've received it, exactly as you would any other order.
Payments & discounts 5 questions
How can I pay for an order?
We have plenty of payment options available, including:
- Shop Pay
- G Pay
- Apple Pay
- Credit/Debit Card
- PayPal
- PayPal Pay in 3
- Clearpay
- Klarna
Is my payment secure?
When you shop with us, you can be confident that your payment details are in safe hands. Our checkout is powered by Shopify Payments, which is certified Level 1 PCI DSS compliant — the most stringent level of certification available in the payments industry.
All transactions are processed over a secure, encrypted connection, and your full card details are never stored on our servers. Payment information is encrypted and handled entirely within Shopify's secure payment infrastructure, which is independently audited and monitored around the clock. Eligible transactions are also protected by 3D Secure authentication, adding an extra layer of verification between you and your bank.
How do I use a discount or promo code?
Head to checkout and enter your code. Please note that some discount codes won't work against items that are already discounted, on sale, or on pre-order.
My discount code isn't working — why?
If you have items in your basket that are in the sale or already discounted, the code won't work against them. Discount codes can only be redeemed against full-price items unless stated otherwise.
Do you offer discounts for key workers and students?
We do. Head over to our Discounts Hub — all the information and the verification form are there.
Your account 4 questions
How do I set up an account?
Head over to the register page to set up an account and start purchasing.
I've forgotten my password — can I reset it?
Of course. Click 'forgotten password' under the log in boxes and it'll take you through the process to retrieve your account.
How do I unsubscribe from your newsletter?
There's an 'unsubscribe' link at the top and bottom of all our emails — click this and it'll unsubscribe you from the newsletter. If that doesn't work, email support@bigfurniturewarehouse.com and we'll get it sorted for you.
How do I close my account?
We're sorry to see you go. Email support@bigfurniturewarehouse.com and we can arrange this for you.
Contacting us 2 questions
I've emailed you but had no response — what do I do?
Our email address is support@bigfurniturewarehouse.com, and we advise 24 hours to receive a response from the team — this may vary during peak times.
Our emails can end up in your spam or junk folder, so please check there before contacting us again. To stop this happening with future orders, mark our email address as 'Safe' or 'Not Spam' and we'll appear back in your inbox.
If you're still having issues, you can find us on Live Chat from 8am to 3pm Monday to Friday, or message us on Facebook.
I didn't place my order on your website — how do I contact you?
If you bought from eBay, The Range, Debenhams or another marketplace, please don't duplicate your message here — we can only deal with you on that specific marketplace or website.
Still can't find your answer?
Our customer care team is here to help.
Contact us