The Furniture House
5 Hansa Court,
North lynn IND. Estate,
Contact – 01553 776175
TERMS & CONDITIONS
Terms & Conditions
These are our terms & conditions on which we supply products to you. The products we sell are referred to as “goods”, “product” or “item”. “We”, “Our” or “Us” refers to our company The Furniture House, unit 5, Hansa Court, Lubeck Road, North Lynn Industrial Estate, Kings Lynn, Norfolk, PE30 2HN. And “You” or “Your” refers to the customer ordering the goods.
These terms & conditions explain the policy on which we sell any of our goods listed on our website or in store. Please read through these terms & conditions thoroughly before purchasing. Successful placement of your order is deemed confirmation that you accept our terms & conditions.
Orders can be placed via our website www.thefurniture-house.co.uk or over the phone on 01553 776175. Once your order is received, you will receive a confirmation email from us within 24hours. If for any reason, we cannot accept your order, we shall cancel it & refund you any money paid. We will also confirm this in an email to you & although the refund will be processed immediately, please allow 3 working days for it to show in your bank. Reasons for non-acceptance of an order may be the result of the following:
A). Description or Pricing Error
B). Your Postcode is out of our Delivery Zone
C). This item is out of stock & we cannot fulfil your order in the time requested
D). You have selected the wrong delivery charge for your postcode – In this circumstance, we will offer you the option to pay the delivery charge or we will cancel your order.
Brand New Products
These products are Brand New & we try to give as much description and imagery as we can. However, computer screens display colour tones slightly differently so please be aware that the colour may vary slightly to the image on your screen. Therefore images are for photographic purposes only. Also different lighting in different homes plays a factor in this too. However, we do try and add real life images where possible to help but we can never eliminate this problem. Many of our products made from natural wood will vary slightly or may have different grains, colours, tones as these are all signs of nature. They may also show knots in the wood. Painted products can also show some of the natural undulations of the wood. But it reassures you that you are buying a piece of nature.
All of our goods can vary on lead times, which will be written in the listing but if you are unsure please call 01553 776175.
Brand New product Lead Times
This will vary depending on the product. The lead time will be written in the listing, but we always ask that you allow an additional 14days for us to get the goods to you. In the event that you order different items with different lead times, please allow 14days from the longest lead time. In order to reduce our carbon footprint, we aim to send orders out in one delivery, however if this is a problem and require certain pieces quicker then please call us on 01553 776175. This may be subject to additional fees. If for any reason these times are delayed, we will call or email you to let you know and may give you the option to cancel or continue with your order. These reasons can sometimes be outside of our control, e.g. supplier stock levels or extreme weather conditions etc.
End of Line or Ex Display Products
These are end of line products & therefore once it’s gone it is gone. We try to add the best description possible, along with dimensions and photographs. However, computers do display colour tones slightly different so the shade may vary from what you see on your screen. If there is any damage or defects to the product, we do our best to list it on the item description and attach photographs. These are therefore reflected in the price of the product being offered. We do however recommend viewing items first if possible or feel free to email us firstname.lastname@example.org for more imagery so you can make your decision. With these items, they are sold as seen & therefore do not come with any warranties. However, rest assured any damage or defects are not structural as we would not sell them if this was the case. Should an item arrive with structural damage, we request you notify us within 24hours with pictures sent to email@example.com These discounts do not affect your statutory right to a refund.
End of Line or Ex Display Lead Times
These are in stock now & ready to dispatch, so we therefore estimate delivery within 14 days of us receiving confirmation of the order. However, should this be delayed for any reason, we will call you to let you know and allow you to decide whether to proceed with the order. Reasons why this may happen could be something out of our control like extreme weather conditions for example.
In many cases delivery can be faster than this but you will need to call us on 01553 776175 to discuss this further.
Made to Order Sofas
As these are made to order products with longer lead times and in some cases bespoke orders, they have slightly different terms & conditions. Please see below,
These have much longer lead times and vary depending on model. Lead times vary from 4 weeks to 12 weeks. Each listing should state it’s lead time or if you prefer, you can call us on 0553776175 and we can talk you through it. These lead times are for the sofa to reach us, we then ask that you allow another 14 days for us to get the sofa delivered to you.
Returning your made to order sofa
Should you wish to return your sofa, you have 14 day cooling off period to do so. Because of the size of the goods, we arrange collection for you, and this is charged at £100 for a 2-man service. If for any reason your sofa is faulty, you must report this to us within 14 days & we will decide if to repair, replace or refund. However, we will always make sure you are in agreement with our decision.
Delivery of your made to order sofa
These have the same delivery options as below in our delivery section.
All prices are in pounds sterling and include VAT. Prices exclude delivery charges, which may be applicable at checkout. Please see our delivery section for more info. Payment for your products is taken at the point of ordering via our website. If you would prefer to pay a deposit & then pay the remainder nearer your delivery date, then please call us on 01553 776175. We can then arrange an invoice to be sent over that splits the payment for you. Deposits are 10% unless you would like to pay a larger deposit, which you can specify over the phone.
We have 3 Delivery options split into the following 3 categories:
1). FREE Delivery within 20 miles of PE30
This is a 2-man delivery service into the room of your choice & we directly deliver the product ourselves. We do request that you prepare the delivery address prior to us arriving. All doorways, hallways, staircases must have clear access. All flooring must be protected and covered. No wet painted walls within the access to the location you want the goods to be positioned. All valuables, picture frames, ornaments, mirrors must be removed etc. Our delivery team always take pride in their work and will do their best but it is your responsibility to prepare access and therefore we will not accept any liability for any damages to your property or the goods being delivered.
2). Delivery 21-30 miles of PE30
This service is charged at £15. It is a 2-man delivery service into the room of your choice & we directly deliver the product ourselves. We do request that you prepare the delivery address prior to us arriving. All doorways, hallways, staircases must have clear access. All flooring must be protected and covered. No wet painted walls within the access to the location you want the goods to be positioned. All valuables, picture frames, ornaments, mirrors must be removed etc. Our delivery team always take pride in their work and will do their best but it is your responsibility to prepare access and therefore we will not accept any liability for any damages to your property or the goods being delivered.
3). Delivery 31+ miles of PE30 - Courier Service
This service is charged at £25. This is a 1-man service to your doorstep. It is your responsibility to take the goods into your property. The courier will be independent of The Furniture House & therefore we are not liable for any damages to the goods or your property should you request that he puts the furniture into your property.
Please note we currently only deliver in England & Wales.
Booking in your Delivery
Once the items are with us, we will call you to confirm a date for delivery. Where possible, on the day of your delivery, you will be contacted with a time estimate of when the product will be with you. If you need to change your agreed date for any reason, please call us on 01553 776175 at least 48 hours before. If you agree to a deliver but fail to be in or provide someone over the age of 16 to sign for your delivery, you may incur a fee.
Signing for your Delivery
You will need to ensure there is a person over the age of 16 present at the time of delivery so they can sign for the goods to confirm they have been received and you are happy with their condition. If no one over the age of 16 is present, the courier will not be able to deliver the items and you will incur a fee.
We do not like to have hidden fees & therefore keep our service simple and transparent. However, in the event that one of the following situations occur, you may be liable to a fee.
A). Product does not fit into the home – It is your responsibility to measure not only the place you want to position the goods but also the access into your property in order to ensure it fits through doorways, around corners, through gates etc. In the event that you have measured incorrectly then you may incur a failed delivery fee of £40. If an item is particularly large then we will call you, just to highlight the size of the product and make sure you are still happy to proceed.
B). Missed Delivery – In the event that we or a courier tries to deliver to you, and you are not home, you may incur a fee. We will then rearrange the delivery for an alternative date & time but we cannot guarantee how long it will be until the second attempt. If you need to change your delivery date, please notify us with at least 48hours notice.
Returning or Cancelling your Order
1). Cancelling your order before it has been dispatched
You can cancel an order before it has been dispatched by emailing us firstname.lastname@example.org You cannot cancel a made to order sofa in the same way as it may have already been manufactured and you may incur an additional fee, so please call us on 01553 776175 if you are looking to cancel a sofa.
2). Cancelling your order before delivery but after it has been dispatched
If your item has already been dispatched and you choose to cancel it, we will refund you your money minus your delivery fee of £25.
3). Cancelling your Delivery after it has been delivered
You may cancel an order after it has been delivered in accordance with our returns policy below.
You may return your goods in accordance with the following:
a). Changed your Mind
If after you have received your delivery, you have changed your mind then you have the right to return the goods to us within 14days as long as they are in the same condition as when you received them. You will receive a refund of your goods but we will deduct your original £25 delivery fee & you will be looking at an additional charge of £40 for collection. However, you can choose to return the goods to us yourself, in which case we will not charge you the additional £40.
b). Product damaged or faulty
If the goods are a brand new item and they arrive damaged or faulty, you need to contact us within 48hours and email pictures to email@example.com We shall take a look and decide whether to replace, repair or refund. In any of the 3 situations we will always make sure you are in agreement and happy with the decision. If the goods are end of line or ex display and they arrive structurally damaged then you can follow the same process as you would for brand new items. However, please be aware the nature of these listings means they do tend to have some cosmetic defects and this is therefore reflected in the highly reduced price tag. We also try to list and photograph as much of the defects as possible but occasionally we may miss the odd mark. You can always request more information on a product by calling 01553 776175 or emailing
firstname.lastname@example.org. We do recommend viewing first where you can.
c). Product not as described
If you feel the product is not as described and you want to return it, please call us on 01553 776175 as soon as you receive your goods. You are entitled to a 14day cooling down period and can therefore have a full refund. However, if the item is as described and you have misread the description, we will deduct a delivery fee of £25 and an additional collection fee of £40. Please note colour tones may vary from the image on your screen to the goods in your delivery address. This is due to computers displaying colour tones differently & also due to the different lighting in your home. If it is a colour variation why you feel this product has been incorrectly described we will not be liable for this and will refund you your money minus any fees incurred.
Refunding your money
We issue your refund (minus any fees if applicable) as soon as we receive the goods back in the same condition as when they left us. However, it can take some banks up to 3 working days to show in your account so please allow this time.