FAQs
Deliveries - Mainland UK
Deliveries will be chargeable at £50 per delivery. Contact will be made
prior to your goods being despatched confirming the date and time. Deliveries
can only be made to one address for each purchase made.
We deliver to Mainland UK only!
Please note: Please confirm with the delivery team that they have the telephone
number on which you may be reached on the delivery day itself. In the event that
you forget to be in to receive your delivery, we regret that making a subsequent
visit to you to make delivery will be chargeable. Please note: Although we aim
to be as flexible as possible to accommodate your needs, owing to the volume
of deliveries and the truck routing, please be aware that it may not necessarily
be possible to be in your area on your chosen day or time.
Highlands & Islands (Scotland)
We currently work with a number of distribution companies who specialise
in delivery to the Highlands & Islands (Scotland).
The cost of delivery is dependant on size and weight of the order. A quotation
will be provided at point of order. Please note that some of these companies
only offer a one man delivery and the service does not include unpacking
and building of the furniture if necessary. I.e. beds & wardrobes.
Unable to accept delivery
Once we confirm receipt of your order, we ask that you take delivery within
14 days of the latter of the due date quoted to you at the time of ordering
or the date of arrival into our warehouse. Should you be unable to accept
delivery, your order can then be stored by us on your behalf.
(Our storage service is currently chargeable at the rate of £28 plus
VAT per item per calendar month. Any storage charges applied are payable
to us prior to delivery.)
Delivery Service
Our delivery service includes placing your item where you want it to go
and the delivery crew set everything up for you. If you choose not to
allow the delivery team to un-package your order no subsequent claims
can be made for damage.
Once the successful delivery has been made you will be asked to sign for
your purchase. Before signing you are asked to inspect the furniture thoroughly
to ensure it is pristine condition and there are no signs of transit damage
or faults.
Once satisfied please sign accordingly. Should you find any such marks,
please make necessary comments on the goods received note. Should you delegate
this responsibility to another person, please ensure this information is
passed on.
REMEMBER – it is very difficult to pursue claims once a clear signature
has been obtained.
We ask that you ensure any items which may obstruct delivery or placement
of your furniture are removed prior to our crew arriving.
Access
We can not be held liable for any difficulties getting your furniture into
your home or room of choice. Please ensure the dimensions of your purchase
are suitable for your home, office or other intended environment and
that it is practical to complete the delivery. PLEASE MEASURE THE ACCESS
AND ROOM BEFORE YOUR PLACE YOUR ORDER!
Order Times
We normally quote 10-12 weeks approximately for delivery. Lead times quoted
as based upon those quoted by our suppliers. We endeavour to work within
these times but we are unable to make guarantees in this respect. Time
is not the essence of the contract.
Returns
Returns should be made in the original, undamaged packaging, and we reserve
the right to withhold a percentage of the refund value of returned goods
if the product or packaging is in such a condition that the item needs
to be reduced in price for resale.
To return or exchange a product you may do so within 7 days of the date
of delivery. The product you wish to return must be in a saleable condition
in its original undamaged packaging, and we will consider the overall condition
of the product being returned when making a refund, (this does not affect
your statutory rights in the event of faulty goods). Returns can be made
via Rotherwood Furniture. We would make the necessary arrangements for
collection with a charge of up to £250 being made.
With the exception of faulty merchandise, for hygiene and safety reasons
we cannot accept the return of certain items which have been opened and
used which includes mattresses and pillows. We will refund the price of
the item to the purchaser or exchange it as soon as it is received by us.
This will usually reach your account within 7 working days. Timing will
however depend on the speed with which your credit/debit card company process
the credit. A refund of the delivery charges will be given will be given
in the instance of incorrect, damaged or faulty goods.
Goods made to customers own specifications cannot be returned, (this does
not affect your statutory rights in the event of faulty goods)
Catalogues
In an effort to our costs (and therefore) our prices as low as possible,
we do not print paper catalogues. Instead, we have an extensive selection
of furniture on display here on our website. If you have any questions
or need help or advice please feel free to contact us: rotherwoodfurniture@tiscali.co.uk
Matching Finishes
Orders may consist of a number of items manufactured by different suppliers
and colour matching will not be achieved in such instances.
Where orders are made up of products from a single manufacturer, we will
endeavour to supply items with a close a colour match as possible
However where products are made from natural material, Rotherwood Furniture
Ltd will not guarantee a match and accept no responsibility for doing so.
When merchandise has been ordered at different times we are unable to guarantee
a precise colour match.
Natural Imperfections
Many of our products are made from natural materials. As such, they invariably
contain natural imperfections which are deemed to be part of their charm
and are not considered as defects. Variations in timber such as wood
grain, texture and colour and natural markings in leather such as flea
bites, barbed wire marks or skin folds are all considered to be inherent
characteristics of so many of our products and a sign of each item’s
genuine authenticity and uncorrected nature.
Products made from natural materials,
such as wood or leather will continue to respond to their immediate environment
throughout their life. Moisture absorption and moisture loss are part
of this process. All of our furniture is designed to adapt well to the
hydrometric conditions of the location in which they are placed and their
design permits the wood or other materials to expand and contract naturally.
However defect arising as a consequence of exposure to extreme conditions
may void any associated guarantees and care must be taken in consideration
of any item’s location in your
home.