Frequently Asked Questions
Q: Where are you based in the UK and Do you have a furniture showroom?
Ans : Our furniture company is headquartered in Leicestershire, England. We do have a showroom, and if you require directions, please call us at 0116-296-4432 or email us at email@example.com
Q: Is your showroom big enough to exhibit everything on your website?
Ans: ur Leicester showroom is 30000 square feet, making it one of the largest furniture stores in the city. However, not everything on our website can be displayed in the showroom. We have a wide variety of products available for viewing, however we recommend calling ahead of time to see if the product you want to see is on display. To avoid disappointment, we do not guarantee that all products on our website will be on exhibit in the showroom.
Q: What are the ways to purchase a product from Furntastic?
Ans: We offer 3 different options to place order for your favorite product.
(a) Order Online
(b) Order In Store
(c) Order over the Phone
We accept almost every method of payment forms.
(a) Pay by Credit or Debit Card
(b) Pay by Bank Transfer
(c) Pay by Cheque or Bank Order
(d) Pay a deposit and balance before delivery
Q: : Can I put my credit/debit card information in the hands of Furntastic?
Ans : Furntastic prioritises security and takes great precautions to keep all credit/debit card information safe and secure. All transactions are conducted through a secure merchant account, and once payment is confirmed, we will provide you written confirmation through email or postal mail. You can rely on us to protect your personal information.
Could you please explain what happens once I place an order with Furntastic?
Ans: There are several stages an order goes through while under processing and it's our job to keep you notified at each stage. Please find below what happens after an order is placed.
(a) Once you have purchased the furniture you like online or in store, we will send you an email for confirmation of your placed order with the details of product, price you have paid and estimated delivery timescale.
(b) Accounts at Furntastic will then verify your payment details and forward your order to our admin department for the process. You will be notified when this happens; usually it takes 3 to 4 working days. In case there is any problem with your payment details, we may ask you to provide documents to ensure the safety of the cardholder. This does not affect your statutory rights.
(c) Our admin team will then check stock with our warehouse or supplier and allocate the product under your invoice number. In case the item is not available, Our admin team will get in touch with you immediately and inform you about the earliest availability of the product.
(d) After your product is allocated, your invoice will be then forwarded to our delivery and dispatch team who will further contact you to book a delivery date and time, if we are unable to get in touch with you we will email you asking you to contact us to book your delivery.
Q: Will I be charged for delivery?
Ans : Furntastic strives to deliver the best value for our clients' money. As a result, we provide free delivery on every item purchased from us (excluding Scotland, Ireland, and Far Off Postcodes). We do, however, provide several paid shipping options that you can select throughout the checkout process.
These paid options are:
(a) Two man deliveries to the room of your choice charged at £19.99 per order
(b) White glove delivery service which includes product taken to the room of your choice, unwrapped, assembled on site and the rubbish taken away. This service will cost a 20% of your cart value.
White Glove Delivery service is only applicable for deliveries in England & Wales
Q: I am not happy with my purchase and wish to return the product?
Ans: If you are not happy with your purchase and wish to return an item you have bought from Furntastic, you must email us in writing at firstname.lastname@example.org informing us about your wish to cancel the order. You do not need to explain the reason why you wish to cancel but if you do so it will help us to improve. You will have to pay for the carriage of returning the goods i.e. £60.
Please Note: A cancelled item must be returned in its original/appropriate packaging.
Q: How long will it take for my order to get delivered?
Ans: Delivery time varies from product to product. Please refer to delivery time indicated on every product. If your cart contains products having different delivery time scale, we will consolidate all items for one delivery and the whole order will be delivered in one batch. In such case the product having the longest delivery time scale will be calculated as the delivery time of the whole order. However if you wish to take in deliveries as and when the items are ready for delivery, you may do so by paying an additional handling charge of £25.
In case you have ordered just one item, then the order will be delivered as specified on the product.For items marked as Next Day Delivery or Express Delivery, the product will be delivered to you in max 48hrs from the day of your order. The cut of time for such orders is at 1pm.Items ordered after 1pm the date of order will be considered of the following day.
Next Day Delivery or Express Delivery products do not qualify for weekend or bank holiday delivery days. However if it's really urgent for you to have an item delivered on a one of these days please feel free to contact us and we will try to arrange this specially for you. Extra charges may apply depending upon your request.
If the ordered product is out of stock so we will contact you and will make you aware of delay in delivery time.
Q: Will you call me before you come to deliver my order?
Ans: At Furntastic, we understand what a customer wants and the difficulty they face spending a whole day looking out of the window for the furniture delivery van, to avoid this problem we give a 2 hour window before we come to your address for the delivery of your furniture. Also for some brands, we provide you the telephone number of the driver for you to arrange time directly.
However we cannot provide a fixed time for next day delivery and express delivery items and the delivery will be done between 8am and 4pm on the booked day.
Q: What happens in case of wrong/damage/incomplete delivery?
Ans: At Furntastic, we make every effort to make sure that the products you have ordered are delivered to you as in perfect condition. However sometimes things do go wrong and in such case we make immediate effort to sort out your problems.
Please find below how we handle your after sales issue if they arise.
(a) Products Delivered Wrong
If you have received a delivery of an item which is not what you have ordered, we request you to please do not accept the delivery and return it back to the driver.
If you have realised that the item is wrong after the driver has left, please do not panic, simply make an effort to write an email to us at email@example.com stating your order number and the details of the product delivered to you. Once we receive such complaint we do not waste one minute to resolve the issue. We will quickly try to locate the correct item for you and re arrange the delivery of the correct product. This process may take some time but be assured we will do this as quickly as possible and our customer service team will keep you posted at every stage.
(b) Products Delivered Damage
The products you order get delivered to you using our own vehicles and also couriers in some cases and there are chances that the product may have transit damage or manufacturing defects. We advise customers to check the item when its delivered to you and if you find any damages or defects please do not accept the delivery and mention the damage on while signing the proof of delivery (POD), if you identify the problem after the driver has left, We request you please take images of the damage/defects and email us at firstname.lastname@example.org. Our customer service team will be in touch with you in 1 working day to resolve the problem.
(c) Products Delivered Incomplete
Furniture articles come in packed boxes and if it's a flat pack item then one product can come in several boxes. If you learn that your order has a box missing or a part missing, please email as email@example.com or you call us at 0116-296-4432 to speak to our customer service giving full information of the missing articles and we will make sure that the missing articles are delivered to you ASAP
Q: What are your refunds and return policy?
Ans: There could be several different reasons for a customer to seek a refund or return an item.
Find below the most common reasons for cancellations and refunds :
1) Change of mind
2) Delivery delayed
3) Item out of stock
4) Item not appropriate
5) Not happy with the product quality
6) Not happy with service
7) Item not available
Furntastic has a fair trading practice and would never hold back customer funds or refuse to accept a return inappropriately. We offer customer complete peace of mind and do not restrict customers to use their statutory rights.
(a) If you wish to cancel your order before the item is delivered to you, just email us at firstname.lastname@example.org, you do not need to give any reasons why you want to cancel. Once we receive this request we will cancel your order.
(b) If you request a cancellation after the item is in stock and ready for delivery, just email us at email@example.com , you do not need to give any reasons why you want to cancel. Once we receive this request we will cancel your order. Your funds will be refunded to you between 7 to 30 days.
Please Note the following:
1) Items must be returned in its original or appropriate packaging, we may refuse to cancel pick up if the items are not adequately packed.
2) There will be a pick up charge of £60 which will be deducted from the amount you have paid for the goods.
3) There will be no pick up charge if you are returning the goods due to Damage/Wrong/Incomplete delivery.
Q: What should I do if I have complaints?
Ans : If you are unhappy with any aspect of quality in service please email us at firstname.lastname@example.org We will try our best to resolve the problem ASAP.
Q: What should I do if I have to say about your Quality of service and company?
Ans: At Furntastic, We thrive to improve our service every day and it’s very important for us for you to write a review for us to help us know how we are doing. Furntastic uses UK's most authentic third party review tool Trustpilot for customers to write about us on an open public platform.
Once you have made your purchase, Furntastic emails you an invitation to leave a feedback.
In general, you will receive the Trustpilot Feedback Request email within 7-14 days after delivery.
You will then be asked to rate the Furntastic for Service and Products you purchased. You will be given an option to score for "Excellent", "Good", "Poor" or "Bad". Trustpilot will then allow you to provide additional comments in a "Comment Box" where we encourage you to write more information that will be useful to other users and Furntastic. Praise Furntastic if the service and/or product has satisfied you or exceeded satisfaction. Tell us if they did not reach satisfactory levels, and why - so that we can learn from this and improve.
Q: What is the best way I can contact you?
Ans: Contacting Furntastic is very easy and accessible for customers.
For any assistance please give us call on 0116-296-4432
Monday - Saturday
08:30am - 5:00pm
Sunday : Closed
10:00am - 4:00pm
Or you can email us at email@example.com
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