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Frequently Asked Questions (FAQ)

 

Order Information 

  • 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.

 

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

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

 

  • What if my product came damaged?

 Share some photos/videos with us via email so we can have a look as well and see how we can sort this asap for you in the best way possible!

 

  • How secure is shopping on Furnwise?

Very. It’s vitally important to Furnwise that you can shop on our website in complete confidence. That’s why we’ve invested in the most advanced website security available, designed to provide all the protection and assurance you need, from making transactions to updating personal information.

 

  • Are the floor protectors sold per set or is this price per piece?

The floor protectors are sold per set of 4. The stated price is the price for the set.

 

  • What is the difference between Premium Leather and ''normal'' Leather?

Premium Leather is our best quality leather, the hide of the cow had no spots, scars e.g. so the best Top Grain Premium Leather can be used for our chairs and armchairs.

Leather (normal leather) is also full leather, good quality leather but less selected than the Premium version. But still an excellent choice! 

 

  • Do you provide 2 pin plugs?

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

 

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

There’re two possible solutions for this issue

Request for a return label to get send 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

We can offer you this item with a large discount and additionally send over the correct item

 

Delivery Information

 

  • 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

  • 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 seems delayed?

Please don’t worry. We’ll 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 for further assistance.

 

  • What if my order is not complete?

Many of our items are packed in individual boxes, which can cause them to become separated during transportation. In this case, the missing package will be delivered at a later date. Please notify our customer service if you have not received the missing package five days after it was shipped.

 

  • What if the order was not delivered?

This happens in very exceptional cases, but in case you encounter such issue please contact us and We will escalate the matter with our carrier right away and have them start an investigation in regards to the whereabouts of the shipment/parcel(s).We will have them locate the parcel, or at least update us with solid information. This might take up to 5 business days, when no news from us or movement at tracking details (or hopefully a delivery) please let us know and we can either reship the parcel(s) or offer you a refund. Whatever works best for you.

 

Return, Refunds and Complaints

  • 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. For returns; you can ship the parcels to our warehouse in The Netherlands yourself. Your original order amount will be refunded after receiving the goods within 7 days. 

We can also send out a prepaid postage label, Please contact us: [email protected]

 

  • When will I be refunded?

In case your order needs refunding we will refund asap to the account you made the original payment with. We always check the returned items so it might take a couple of days, please feel free to contact us if you have any questions in regards to refunds. 

 

  • I didn’t receive a refund, what do I do?

Refunds are processed within 2 business days to the same card/payment method used when making the initial purchase. If no refund, after 2 days as it was processed, please let us now via 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 receiving 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.

Payment, Discounts

 

  • 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.