Contact: 01420 550 525
hello@HampshireFurniture.co.uk

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FAQs

Got a question? 

Here are some answers to some of the questions we are most commonly asked, but please do email us on hello@HampshireFurniture.co.uk if your query is not covered here.

Do you have a showroom?

Hampshire Furniture is an online retailer with a small public showroom.

We now have a small (really small) showroom with a few typical examples of the furniture and mirrors we sell. Viewing is strictly by appointment Monday to Thursday, so we can make arrangements to continue to answer the phone which is not in the showroom. Please don't just turn up, except on Friday mornings, when you can until 1200 or may may not be able to guarantee you will be able to view the furniture. We have a online shop so we don't have to work weekends and evenings!

Not having a physical shop or large showroom allows us to sell high quality furniture at the exceptional prices you see on the site. It also means that we are able to offer free delivery to the vast majority of UK addresses on all products.

Can I get a discount?

Our prices are already very low, so discounts are not possible.

What happens if an item arrives damaged or faulty?

Nearly all damage occurs during transit. All items must be signed for as proof of delivery. Please ensure that prior to signing, you check that the packaging is intact. We are unable to accept claims for damages where the item has been signed for as ‘packaging intact’.

Damages will be replaced free of charge, providing that you inform us via email within 7 days of the item being delivered.

All damage claims must be supported by evidence in the form of digital photographs which you should email to us.

In the highly unlikely event that an item is defective, you must inform us by email within 30 days. Claims for defective items must be supported by evidence in the form of digital photographs which you should email to us.

The email address to use for all enquiries and requests relating to returns is hello@HampshireFurniture.co.uk

How and when will my furniture be delivered?

The delivery time for each product can be found on the relevant product description page. For in stock items, the delivery time is normally a maximum of two weeks. Any items out of stock will have a longer lead time.

All deliveries are booked in by telephone 2-3 days in advance so that you know when to expect your consignment. As a result, we do ask you to provide your phone number so that the courier company can contact you and schedule the delivery. .

Once a delivery has been booked, it is your responsibility to ensure you are available, or have made the necessary arrangements to accept the product on the stated delivery date. In order to keep delivery costs low, we only make one attempt at delivery. If you are unable to accept the delivery on the first attempt, a second delivery charge will be levied. Please note that our insurance policy only covers us for delivery to your door, and does not extend to moving furniture up steps or inside the property. As a result, although our friendly drivers will be of assistance wherever possible, we cannot be held responsible for any damage caused. All deliveries are one-man deliveries, so please be aware that the driver may require assistance if access is difficult.

Items may occasionally be delivered on a pallet, especially to outlying areas. Please be aware that pallets are normally only delivered kerbside, so arrangements will need to be made to take the furniture indoors.

Can I return an item?

We accept returns from customers, providing that we are informed by email within 14 days of the item being delivered.

Because we are confident in the quality of our furniture and the representation of our products on the website, the carriage costs relating to the return will be at the customer’s expense unless extenuating circumstances are agreed by Hampshire Furniture. We only ever chargeback our ‘cost’ for returns, or alternatively, customers can use their own designated carrier to return the item.

All return items must reselleable in ‘as new’ condition, therefore they must be in the original wrappings and unused and unassembled (if applicable). Please ensure that the person unwrapping the item is very careful to keep the packaging intact. This is also essential in preventing the item being damaged on its return. We regret that under no circumstances can we accept returns that do not have their original packaging.

Can I cancel an order?

Orders can only be cancelled prior to despatch. Once the item has left the warehouse, the full delivery and return costs will be incurred.

All orders must be cancelled in writing via email to hello@HampshireFurniture.co.uk.

How much does delivery cost?

Delivery is free of charge to most addresses in mainland England, Wales and Scotland. A small additional fee of £50 or £25 is payable for delivery to some post codes due to the extra charges applied by our couriers. Please follow this link for further information on the surcharges http://www.hampshirefurniture.co.uk/info/delivery-info

We do not charge extra for deliveries within the London Congestion Charge area.

We regret that we are unable to deliver to any island addresses in the UK (including the Isle of Wight and Northern Ireland). Due to the high costs of sending heavy, solid wood furniture, we are not able to offer delivery overseas.

Which payment methods do you accept?

We accept all major credit cards and debit cards. Payment transactions are carried out by either by Stripe or Paypal - both trusted and secure payment processors. On the Paypal payment page during checkout, you can choose to pay either using your existing Paypal account (if you have one), or you can simply pay via credit or debit card. Either way, your card details are completely protected using this secure payment method.

For business customers, payment via bank transfer is also possible on a invoice.

I don't have a Paypal account, can I pay by credit or debit card using Paypal?

Absolutely. Paypal is a secure payment method that allows you to pay safely via any major credit or debit card, whether or not you have a Paypal account. On the secure Paypal payment page, simply select the 'Pay with a debit or credit card' option and enter your card details as normal.

How safe are my personal information and credit card details?

We treat all personal information with the utmost privacy. We do not store credit card details and we do not sell personal details to third parties. For a more detailed overview of how we treat your information, please see our privacy policy.

There is a fault with my furniture, what can I do?

In the unlikely event that your item is faulty, you are entitled to a full refund.

Please see our Returns Policy for details about returning an item for refund.

I’ve changed my mind, can I get a refund?

Yes. Please contact us by email within 14 days of delivery to arrange a return. The item(s) must be returned “as new”, in the original packaging otherwise the return will not be accepted, so please be careful when unpacking and repacking the furniture. Please note we have the right to deduct a delivery and/or collection charge, but this will be at "cost". If you wish to know how much it could be in advance please just drop us an email.

However, refunds and returns cannot be offered for any item that has been unpackaged and assembled (e.g. bed frames and wardrobes) or for any made-to-order item or non-standard item that was ordered especially for you. This restriction does not apply where the item is found to be faulty within the agreed damage and defect notification period.

How long will my furniture take to arrive?

Information on delivery times can be found on the relevant product page. Items that are in stock will be delivered within two weeks from confirmation of order. Out of stock items normally take between 4 to 12 weeks to arrive. This may be in addition to our standard 2 weeks delivery period.

How can I tell if an item is in stock?

The specific availability of each piece of furniture is shown the relevant product page.

Items that are in stock will show 'Available for delivery by 14 days'
Items that are currently out of stock will show 'Available for delivery by 12 weeks'
For items are due back in stock shortly, the availability information will show the date by which we expect to be able to deliver that product.

Non-furniture items are normally for immediate despatch, with delivery within 3 to 5 days.

I like a particular piece of furniture, but I'd like something changed. Do you offer a customisation service?

We regret that we are unable to offer adaptation or customisation services, including on any made to order items.

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