Frequently Asked Questions
- Ordering My Furniture
- 7 Day Money Back Gaurantee
- Delivering Furniture
- The Dennetts Service
- What If I need Assistance Setting Up My Furniture?
- Cancellations and Refunds
Q. How do I place my order?
As you select the furniture that you would like to purchase, click Buy Now and you will be directed to your Shopping Basket. Upon completing your selections, you can amend or remove any items in your Shopping Basket. Once all your items have been chosen, you can select Checkout or Continue Shopping to browse further options. Please note that if you are Checking Out, be sure your country of residence is selected.
Here, you will be asked to fill in your Invoice Details, including any special delivery instructions needed to make your delivery as easy as possible. If you require a different delivery address to your invoice address please tick the box and a drop down form will appear. After completing all sections, you will be redirected to SagePay where your payment will be taken securely.
Q. How safe is shopping with Dennetts Furniture.co.uk?
In order to allow you to shop at DennettsFurniture.co.uk with complete confidence, we have invested in the most up-to-date site security available. This subsequently enables you to make purchases with total peace of mind, safe in the knowledge that your payment and personal details are protected in a completely secure environment.
Q. Can I make changes to my order?
If you want to make any changes to your order, email us or telephone for further assistance. We will do our best to help. Early alterations within a few days aren’t usually a problem. However, once the goods are in production with the manufacturer we are bound to accept them, so we may have to charge you a cancellation fee to cover our costs. Please note that when merchandise is ordered at different times we cannot guarantee colour matching due to variations between batches. Changing an order may cause a delay with your delivery time and may alter the price you have been quoted.
Q. Will I recieve an order confirmation?
Your official Dennetts Furniture order confirmation will be sent to you via email within the first 2 working days. This will include your delivery date, receipt of payment and all other important information you require.
Q. Where is my order?
If you wish to check the status / delivery of your order, please email us at email@example.com or call 0121 706 1577 for further assistance.
Q. How does it work?
You have 7 working days from receipt of your furniture in which to advise us that you do not want to keep the goods without charge; the only liabilty being for any return postage costs. Notifications can be sent in writing by post or you can e-mail us at firstname.lastname@example.org
After we have acknowledged your request, we kindly ask for you to:
a) Ensure that the furniture is returned in the condition in which it was received. We will not be able to refund the goods in full if there are any signs of damage or misuse. Please retain the packaging for all items of cabinet and bedroom furniture. The goods must be returned in their original wrappings.
b) Please note we cannot accept the return of the following items:
i. Mattresses and divan beds, or bedding unless un-opened and in their original packaging.
ii. Any partially assembled flat pack furniture, unless the item is found to be faulty.
Once the goods are back at our local warehouse and have been inspected, we will confirm the refund amount due by e-mail and make the repayment within 30 days.
Please note for card refunds it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.
Also note that you the customer are liable for the return postage costs. Dennetts will not accept any liability for items lost in transit. If you are posting items back, make sure you obtain a tracking number from the courier you use.
Q. Where do you deliver?
We deliver to all mainland areas of England, Wales, Ireland, Northern Ireland and Scotland. Additional couriers will have to be arranged for other areas.
Q. What happens on the day of delivery?
You will be contacted in advance by a member of our Premier Delivery Service team, who will advise the day we are next delivering to your area. Please make sure all access points are clear of obstacles. You should also ensure there is someone in your property to receive and sign for the furniture.
Q. What happends if I'm out when Dennetts delivers?
As all deliveries need to be signed for, we will be unable to leave your furniture and it will be returned to the distribution centre. Someone will contact you to arrange a further delivery date. There will be an additional extra delivery charge.
Q. Can Dennetts hold my furniture?
Sorry, no. All furniture ordered through our website cannot be stored. By delivering goods promptly, as soon as we receive them, we can give you the best value for money. However, furniture ordered in store can be kept safe and dry until delivery is required.
Q. Why is my mattress vacuum packed?
Most mattresses bought online from Dennetts are delivered to you vacuum packed. They are vacuum packed using a compression machine and once opened will spring back into shape. It may take the mattress 24-48 hours in a well ventilated room to reach its perfect shape, but rest assured, vacuum packing has no impact on the quality of the mattress.
Also, vacuum packing allows the delivery vans to fit in more mattresses, thus saving space and fuel and therefore being better for the environment.
Make sure that you open your mattress as soon as you can, as mattresses are not designed to stay vacuum packed for more than a week.
Q. What do I do if I have a complaint with an online order?
Our continued success depends entirely on our customers’ satisfaction with our service, and on the quality and reliability of the products we sell.
Whatever assistance you need, please do not hesitate to contact us via e-mail or call 0121 706 1577
1182 Warwick Road
Your statutory rights are not affected
Q. What if a part is missing from my furniture?
If you have any missing parts please contact us and we will send the part directly to your home.
If you require help or assistance in setting up your furniture then please contact us and we can arrange for a professional member of the Dennetts Team to come to you.
Q. How do I pay for my goods?
When ordering online, after choosing your furniture you will be asked to select your preferred method of payment. Once you have made your choice, simply follow the instructions on screen until the process is complete.
We accept all major credit and debit cards including MasterCard, Visa, Visa Electron, and Delta.
Upon our receipt of your card payment, and the successful processing of your order, we will send you an order confirmation by email. This also serves as your receipt.
Unfortunately, it is not possible for payment to be collected by our delivery teams.
Q. What do I do if my furniture arrives damaged?
Naturally we endeavour to deliver all our furniture in good condition. At Dennetts Furniture we have spent many hours talking to our suppliers about packing and shipping our products so they arrive safely. We are constantly looking for ways to improve these standards. Our store also prides itself on having the best delivery team in the business.
It is disappointing for you and us when occasionally things go wrong. When your order has been unwrapped in your home and there are signs of transit damage, this is what to expect:
i. If the furniture is useable, despite the damage, we are happy for you to go ahead and use it.
ii. The Dennetts Furniture delivery team will complete an incident report form to record the problem. They will ask you to sign it. They may also take photographs to accompany the paperwork.
iii. The Incident Report form will be returned to the delivering store. It will be logged against your order number, and assessed for action.
iv. In the event that a repair cannot be made, we will replace the furniture, or give a full refund. The goods that are deemed faulty revert to the ownership of Dennetts Furniture, and must be in our possession before monies are refunded.
v. A full refund shall be limited to the original purchase price paid for the unsatisfactory merchandise, and monies will be refunded only to the card used for the original transaction.
vi. You are welcome to contact us at any time either through the delivering store, or direct at the Online office. E-mail (email@example.com) us or telephone 0121 706 1577 and we will do our best to assist you.
Your statutory rights are not affected.