Furniture Haus Direct

FAQs








1. How can I find out more information on Furniture Haus Products?
Our sales team is always here to assist you with any additional information you may require. Whether it is further measurements or product feature information, then please feel free to call us or send us an email. If you cannot visit our warehouse and would like further details please email us. Alternatively, call us on 01388 602 640.

2. Why can I only buy selected items from Furniture Haus online?
We are currently working to offer more Furniture Haus Direct products as soon as possible. At present you can only purchase items listed with a 'add to basket' option next to them. We hope to add more lines in the furture, so please keep checking our website for further updates.

3. Can I place my order over the phone?
Although we have done everything we can to make the buying experience on our website as simple as possible, we want you to be comfortable when placing your order with us. If you would prefer to speak with a member of our online service team to confirm the details and place your order, please call us on 01388 602 640 and we will be happy to assist you personally. If you would like to collect any products from our warehouse, you will need to place your order by calling 01388 602 640.

4. Can I purchase goods from overseas?
Yes - currently Furniture Haus Direct provides our online goods and services to mainland UK and Highland residents. You will need to contact us to enquire about shipping costs in your country.

5. What payment methods are available?
We currently accept payment by MasterCard, Visa, Switch and most other major credit/debit cards. We are not currently able to accept payment online via cash, PayPal or Google Checkout. We do not offer interest free credit agreements online.

6. What's the best way to care for my Furniture Haus Products?
As we use many different materials and finishes there are different ways of caring for each product. To keep your furniture in good condition and to ensure maximum longevity, you will need to follow the care instructions provided with each individual item. If this is not provided, as not all items have tags, then please refer to the ‘product information’ section or contact our sales team for further information. Should you wish to obtain a copy of these from a current Furniture Haus range then please e-mail us customer.service@furniturehausdirect.com.

7. If I have problems assembling my furniture what should I do?
Please contact us prior to delivery. This is however subject to certain ranges, so confirmation will be required. Alternatively you can contact us on 01388 602 640 and we will assist you over the phone. Simply e-mail us at customer.service@furniturehausdirect.com for further details and prices.

8. Should I consider measurements before purchasing my furniture?
When purchasing any furniture or made to order items it is always important to measure the relevant space correctly. If you are purchasing furniture then we recommend that you measure the entrance, the route by which the item will enter the property and the space that it will occupy.

9. Are there Terms & Conditions for my online Furniture Haus Order?
Yes - when purchasing any furniture goods online there are Terms and Conditions that are applicable to your order. They are available to view at any time on the website and you will be asked to confirm you have read them before you can continue with your order. It is your responsibility to make sure that you have read and understood these conditions of sale before making your purchase.

10. Can I cancel my order?
Yes – you may cancel or edit your order up until the point when you confirm your order in the checkout process. If you have already confirmed your order you will need to speak with a member or our team. Please call 01388 602 640. Please note that made-to-order items, where a product is produced based on your request have cancellation charges. These are detailed in our Terms & Conditions.

11. Can I make changes to my order?
You can only make changes to your order up until the point when you confirm your order in the checkout process. If you need to make a change after this you must speak with a member of our team. Please call 01388 602 640. Please note that any changes made after you have confirmed your order will result in a longer delivery time than the one given on your original order.

12. Will I get an order confirmation?
Yes – shortly after placing your order you will receive an automatic order confirmation from us via e-mail containing all of the details of your order.

13. How will I receive my Furniture Haus order?
All our goods are sent via a home delivery, 2 man service and also a pallet network delivery service to mainland UK postcodes alongside postcodes outlined in our delivery service section. When you place your order with us you will be given an approximate time frame for dispatch. All our items are delivered by a third party provider. Once your goods are ready for home delivery they will call you directly using the details provided by you on your order confirmation. We deliver 6 days a week, depending on whether our pallet network option is selected this may differ to the 2 man delivery service option, please confirm with sales for further details. The availability of our home delivery slots varies depending on your postcode. Deliveries cannot be brought forward from the 1st date offered. Please see the Terms & Conditions of sale for more details.

14. What if I am not in when you deliver?
If you or a nominated recipient are not available on the agreed date you will need to call our customer service team on 01388 602 640 to organise a re-delivery. This will incur a delivery charge that must be paid in full before the re-delivery can take place. Please see the Terms and Conditions of sale for more details.

15. What if only part of my order has arrived?
If you have ordered more than one item or you have not received all the packs for your furniture, please e-mail us at customer.service@furniturehausdirect.com or call us on 01388 602 640.

16. What if my order arrives damaged or faulty?
If your order arrives damaged you should write this on the delivery note you will be asked to sign by our home delivery agents. You should then contact our customer service team at customer.service@furniturehausdirect.com or call us on 01388 602 640, within 3 days of receipt of your order.

17. What if I receive an incorrect item?
If you have received an incorrect item and did not notice the error before the home delivery team have left your property you should contact our customer service team at customer.service@furniturehausdirect.com immediately or call us on 01388 602 640.

18. Can I return products to your warehouse?
No - if you wish to return a product(s) from your internet or telephone order you need to follow the returns procedure included with your delivery and by contacting our customer service team by email at customer.service@furniturehausdirect.com. Alternatively, call customer services on 01388 602 640. All accepted returns must be collected via our partner home delivery network only. To return a product originally purchased from our warehouse, please call 01388 602 640.

19. Can I order from Furniture Haus online and the collect from the warehouse?
Yes - it is possible to do this, on check out you will see a collection option which is free of charge. Call us on 01388 602 640 to book this in if you are not sure and we will be more than happy to assist you for direct collection.

20. Is the wood from a sustainable source from India?
Yes, India holds a very strict forestry policy and there are a significant amount of re-planting schemes in place. Only after a government issued license has been obtained can the wood be harvested. We do our best to ensure all the material used is from a licensed source, however it would be naïve to think there is no licensed harvesting, in all third world countries the system seems open to abuse, and this is obviously something which cannot be controlled by FurnitureHausDirect.com.

21. What type of wood do we use from India?
Most of our products are made from Indian Sheesham Wood which is an Indian teak, and is a fast growing hardwood. We also manufacture from another source of wood which is a fruit wood called mango wood. The woods are available in different finishes and provide an extensive collection when collated in the correct finishes, as no two collections look the same.

22. Is child labour involved?
Furniture Haus have a strict policy in place and do not work with any companies that employ child labour; most of our suppliers have been working alongside us for more than 2 years and understand that we would cease trading with them if they were to carry out such employment.

23. How is the furniture made?
Each piece of furniture we sell is made entirely by hand; each piece of wood is cut with handsaw alongside each piece of carving being carried out using a chisel. This simple concept of manufacturing is what has created the strength and reputation of our company. Taking this into consideration all our clients must appreciate that there are possibilities that there could be slight variations in the size and colour between each piece. We also ensure that the wood is thoroughly kiln dried down to a moisture content of 8%, this in turn is to minimise the risk of cracking or expansion occurring in the finished product. Many companies may see this as an extra expense or a requirement for increasing the number of processes each piece goes through, but the fact is that this must be treated in the correct way to maintain the life of the natural product.

24. How is the furniture packaged?
FurnitureHausDirect.com take great pride in the final stages of production, all our products are carefully packaged, after each piece is quality checked a decision is to be made for each piece as to how it is to be packaged. A member of the packing team will consult our technical advisor for advice on how best to protect the piece taking into consideration its architecture and its relative weight. All pieces are packaged differently according to the overall structure of the item.

Most pieces are carefully wrapped in foam, plastic and/or provided with protection on the corners and then carefully placed in corrugated boxes. If you have any further questions or feel your questions have not been answered, please contact us for further consultation on our business ethics and working processes. Thank you.