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Frequently Asked Questions (FAQ)

 

  • Will I receive 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. If you did not receive it, please check your spam mailbox or contact our customer service team.

  • I didn’t receive a tracking code for my order?

If your order has been shipped, you will receive an automatic email with the tracking details. Sometimes this email will end up in your spam box. Please check your spam box carefully. If you didn’t receive a tracking code, please contact us at: [email protected]

  • I have problems with the assembly of my products, can you help?

If you have difficulty assembling your product, please contact our customer service by email, chat or via Facebook. We are happy to help!

  • Do the products have a warranty?

Furnwise.co.uk offers a one-year warranty on all of our products.

  • I have only received a part of my order.

Please double-check the dispatch confirmation email you received. It's possible that the rest of your order will arrive separately.

  • What if my product came damaged?

Please contact our customer service via email and share some photos/videos with us so we can have a look as well and see how we can sort this out for you in the best way possible!

  • I have received the wrong item, what do I do?

Please contact our customer service first. There are two possible solutions to this issue.

  1. We can offer you this item with a fair discount and additionally send over the correct item.
  2. Request a return label to be sent over to you by email so the item can be brought to the post office and we ship over the correct item as soon as possible. 
  • I did not receive any screws with my order. 

Please keep in mind that we do not include any screws to mount the shelves or coat racks to the wall. If this is not the case with your item and you are missing the screws required to put the parts together, please contact our customer service and request that the missing screws be sent to you as soon as possible.

 

  • Delivery time & International shipping

 

Country

Delivery time

Cost

Free shipping? 

United Kingdom

2-3 Working days

£ 5.95

Free shipping for orders over £ 400.00

Ireland

2-3 Working days

£ 9.95

Free shipping for orders over £ 500.00

The Netherlands

1-2 Working days

£ 5.95

Free shipping for orders over £ 400.00

Belgium

1-2 Working days

£ 5.95

Free shipping for orders over £ 400.00

Luxembourg

1-2 Working days

£ 9.95

Free shipping for orders over £ 400.00

Germany

1-2 Working days

£ 9.95

Free shipping for orders over £ 400.00

Denmark

2-3 Workings days

£ 19.95

Free shipping for orders over £ 500.00

Sweden

3-4 Working days

£ 39.95

Free shipping for orders over £ 750.00

Finland

3-4 Working days

£ 39.95

Free shipping for orders over £ 750.00

Italy

3-4 Working days

£ 29.95

Free shipping for orders over £ 500.00

France

3-4 Working days

£ 29.95

Free shipping for orders over £ 500.00

  • How will my items be delivered?

We deliver our products from the Netherlands. They are shipped from the Netherlands with PostNL and then, when they arrive in your country, they are forwarded to the local delivery companies to deliver them to your door. For the UK, it is Hermes. For Ireland, it is AnPost. Sometimes, DHL also delivers some of the parcels.

  • Do I have to pay additional costs (Customs/Tax)?

No, you don’t have to pay additional costs, everything is covered by us.

  • Is delayed delivery possible?

Yes of course. Please put in the comment field when you want your product to be delivered if you do not wish that is being sent within 24 hours. 

  • What if my order is delayed?

Please don’t worry. We will let you know straight away if your estimated delivery time has changed. Of course, some delays are beyond our control, but if this happens, we will make every effort to keep you informed. If you experience any issues with delivery, please email us, contact us via Live Chat, or via Facebook Messenger for further assistance.

  • What if the order was not delivered?

This happens in very rare cases, but if you encounter such an issue, please contact us immediately and we will escalate the matter with our carrier and have them begin an investigation into the whereabouts of the shipment/parcel(s).We will have them locate the parcel, or at least update us with solid information. If there is no news from us or movement in tracking details (or, hopefully, a delivery), please let us know and we will find a solution.

  • On the tracking, it indicates that my parcel has already been delivered, but I have not received it. What should I do?

Please don’t worry. Try to check with your neighbors if they have received anything for you. Otherwise, please contact our customer service if it is not the case. We will contact the delivery company and will resolve it for you as soon as possible. 

  • Can I change the delivery address?

You can only change the delivery address with us before your order is dispatched. When it is already on its way to you, it is not possible for us, unfortunately.

 

  • How do I return my order?

 We offer 2 options in regard to returning an item or parcel.

We can send you a prepaid return label (19,95 each/per parcel) and we deduct this amount when we process the refund to you (when items have arrived undamaged in our warehouse). Email us for return labels.

You can send it back yourself to us: Furnwise (Permepa BV) Tweede Bokslootweg 14, 7821 AS Emmen The Netherlands

  • What is the return policy?

You are allowed to return your order within 14 days after receiving the goods. Your original order amount will be refunded after receiving the goods in their original condition.

  • When will I be refunded?

We always check the returned items regularly, but it might take a couple of days sometimes due to the high volume. If you feel like it is taking too long for us to refund you for your return, please feel free to contact us. Refunds are processed within 2 business days to the same card/payment method used when making the initial purchase. If there is no refund after 2 days as it was processed, please let us know by email.

  • What do I do if I have a complaint?

Each and every member of our team is passionate about providing the best possible customer service. It’s something we pride ourselves on. We want you to have the very best experience, as well as receive a product of the highest quality and reliability. Whatever assistance you need, we’re happy to help. Please do not hesitate to contact us via email, live chat, or Facebook and we will do our best to advise you.

 

  • What are my payment options?

You can pay via Visa, Mastercard, American Express, Maestro, Paypal and Bank Transfer.

  • I have payment problems, what do I do?

In case you encounter payment problems, please contact our customer service.

  • Are my card details safe?

Yes, we never store your full card details, just a token (which we use for future purchases) and the minimal information so you know which card it is, ie

- the last 4 digits of the card number

- the expiration date

- the card type (e.g. Visa)

- the name on the card

We also only allow the card to be used in conjunction with the same delivery address as you previously used for the card. This way the risk of someone opening your Furnwise account and ordering with a saved card is smaller

  • Do you offer discounts?

Yes, we do! Email us for more information.

  • Do you offer trade discounts?

Yes, we do! Email us for more information.

  • How do I apply a discount code?

When you have selected your items you can add your discount at the checkout. Go to your basket and before you click to check out, go to the box ‘promotional code’ in the middle of the screen. Enter the code in the box and click ‘apply’, this will deduct the promotional code amount. You can now proceed to checkout. Please note that discounts cannot be applied retrospectively.

  • Can I use more than one code for the same order?

No, You can only use one voucher per transaction. Customer service cannot combine voucher codes for you either.

  • How secure is shopping on Furnwise?

It is very secure. It’s vitally important to Furnwise that you can shop on our website in complete confidence. That is why we have invested in the most advanced website security available, designed to offer you with all the protection and assurance you require, from conducting purchases to updating personal information.

  • The discount code does not work.

If the discount code does not work, please feel free to contact our customer service.

 

  •  Do you provide UK adapter plugs?

We deliver all our lamps with a 2 pin plug, but yes, we do supply them with certified adapter plugs to make our products compatible and safe for use in the UK.  

  •  Are the ceiling lights adjustable?

All of our ceiling lights can be adjusted, however, we recommend that this be done only by a competent electrician. Please keep in mind that any changes will affect your return policy with us.

  •  Are the lights dimmable?

Yes, all our lamps are dimmable! However, we do not sell dimmers at the moment.

  •  How do I know if the product is in stock?

The Delivery Time or Shipping Time may be found in the right upper corner of every product page on our website. These indicators can assist you in determining when the product will be back in stock or when it will be delivered to you if you order now. 

  •  Where are Furnwise products manufactured?

Most of the Furnwise products are manufactured in India or China, and less in Europe. We monitor the quality of all materials and processes in factories, and also, we have our own employees there. 

  • What is PU leather?

PU leather is a sort of imitation leather, the material is durable, which is ideal for busy families, it is easy to clean with a wet cloth, and it is a low-maintenance alternative to natural leathers. 

  •  Do you provide samples?

Unfortunately, at the moment, it is not possible for us to provide any samples. Sorry! 

  • Do you have a showroom?

Yes. Our showroom is located in Emmen, the Netherlands. Unfortunately, we do not have a showroom in the UK, but we are working on it.