Frequently asked questions - help & support

*PLEASE NOTE Annual Summer Holidays July/August and the Christmas Holiday for most European suppliers can delay deliveries between 2 and 4 weeks*

How can I pay for my order?
Various options are available to you. You can pay online, or over the telephone, using Visa, Mastercard or Maestro. Or, you can choose to post us a cheque made payable to Furniture Addiction. When sending a cheque please allow 3-4 working days for clearing. Please do not send cash by post.

Is it safe to pay by credit card?
Yes, we use Protx, who are recognised specialists in online transactions, to provide a secure server for processing credit card transactions. We will never contact you asking for credit card payment details to be sent by non-secure email. Whilst this is entirely safe, if you are unsure about placing your order online and would prefer to make payment by alternative methods please call us on 01625 444826

Do I have to pay for delivery?
We offer free 'standard' delivery to most UK addresses for orders over £200. An additional delivery surcharge will apply to some more remote addresses in Northern England and Scotland, Wales and parts of the West Country including the following postcodes AB, DD, DG, EH, G, FK, KA, IV, HS, KA, KY, KW, ML, PA, PH, TD, ZE. BT and all Islands. These charges are only made to help with the significantly greater delivery costs. Please call us on 01625 444826 to arrange delivery if you are in these areas and we will calculate the applicable delivery cost. Delivery surcharge for orders under the value of £200 to postcode areas that are not classed as being 'remote' is £45. 

What is 'standard delivery'?
Our experienced delivery team or specialist couriers will deliver your furniture to your front door. If you live in an apartment or multi floored building your order will be delivered inside the main entrance of the building. Standard delivery does NOT include unpacking, assembly or removal of packaging.

What is 'Premium room of choice delivery'?
Our specialist delivery team will deliver your furniture into the room of your choice, including all unpacking and assembly and remove all unwanted packaging. Please note an additional charge will be necessary for this type of delivery to those remote postcodes listed above. If this applies to you, please contact furniture addition on 01625 444826 to receive a quote.

What if there is something wrong with the furniture when I receive it?
Let us know immediately by telephone and kindly provide photographs by email; on receipt we will liaise with the maker/supplier with the intention of your service issue being rectified as quickly as possible. 

What if I change my mind about the order, or do not like the furniture?
If you wish to cancel an order for a standard stock item before delivery please contact us by telephone or email. If you do not wish to keep an item, for any reason, you can return it for a refund or replacement. Please advise us within 7 days of delivery. All items that are returned should be unused and in their original packaging. We cannot accept the return of items that are not in their original packaging. If you are cancelling your order because you’ve changed your mind then please note that you will have to pay the costs for returning the goods.

We cannot accept the cancellation of special orders as these are made to your special request and to your specifications once work has commenced. Your statutory rights are unaffected. If you are unsatisfied with your special order in anyway we will endeavour to rectify the situation by providing any necessary replacement elements. 

I am at work during the day, how will I be able to take delivery of my furniture?
If you find it difficult to receive deliveries, consider asking a neighbour or friend to receive the delivery for you, or you may be able to ask someone else to open your house to receive the delivery.

Does the furniture require assembly?
Most items need basic assemble as they are packed for transport to minimise delivery costs. Our delivery drivers for the free standard delivery service are not able to unpack or assemble furniture - if you require assembly then please select the 'premium room of choice' delivery service or contact us to make specific arrangements.