FAQ

Q. How safe is to shop on Fresh Furniture Direct?
We would like to assure you that all the personal and payment details that you submit here stays in complete confidence. To ensure this, we have invested in the most advanced site security available. It provides all the protection and assurance you need while making a transaction on our website.
Q. How do I get in touch with you?
You can contact us via email at support@freshfurnituredirect.co.uk. All your queries will be answered within the duration of 24-48 hours.
Q. How do I place an order?
Once you have selected the items, add them into your shopping basket. Each item is individually priced. Then simply follow the prompts on screen for your billing and delivery details. Finally, select your payment method and you are ready to submit your order.
If you miss any detail in the process, an error page will ask you to complete it before moving forward. Once the order is completed, a screen will appear confirming the information that you have submitted. It allows you to make any change to your selected furniture, delivery address and payment details, if required.
Once you are sure of the order, click the ‘Submit’ button. You will be automatically directed to the ‘Thank you’ page. Please take a print out for your record.
An acknowledgement of your purchase will be sent on your email with brief details of the order.
Q. Will I receive an order confirmation?
An official Fresh Furniture Direct order confirmation will be sent to you via email within 24 hours of placing your order.
Q. Can I make changes to my order?
If you wish to make any changes in the order placed, let us know within 12 hours of submitting your order. You can simply do this by emailing us at support@freshfurnituredirect.co.uk.
We will assist you in the best possible way. Early alterations within 12 hours aren’t usually a problem. However, once the goods are in production with the manufacturer we are bound to accept them, so we may have to charge you a cancellation fee to cover our costs.
Please note that when merchandise is ordered at different times we cannot guarantee colour matching due to variations between batches. Changing an order may cause a delay in the delivery time and may alter the price you have been quoted.
Q. How do I ascertain that the furniture measures aptly as per my requirement?
It is important to check that the furniture fits your room before placing an order. To avoid disappointment, please refer to our Online Measuring Guide for assistance.
Q. Can you tell me the availability of a specific item?
Before you select a product online, please check the current lead time for delivery displayed on product’s page. It’s important to note that this information changes on a daily basis. Fresh Furniture Direct cannot be held responsible for delays beyond our control.
You will be informed in case of any changes in the delivery time that has been given to you.
For more information, you can contact us via email at support@freshfurnituredirect.co.uk.
Q. Where is my order?
To check the status of your order, please email us at support@freshfurnituredirect.co.uk.
Q. Do you match prices with your competitors?/ How can I be assured that I will get the best possible price?
Fresh Furniture Direct believes in offering the best value deals. In case you find the same product cheaper elsewhere, we may consider a price match. However, please note this is not always guaranteed. You can always email us at support@freshfurnituredirect.co.uk to know if a price match can be provided to you.
Q. What can I do if my order is not delivered on time?
Every order is provided with an estimated delivery time. In case there is a change, you will be informed right away. While Fresh Furniture Direct cannot be held liable for delays which are beyond our control, we will make every effort to keep you informed.
For any assistance regarding delivery hassles, simply email us at support@freshfurnituredirect.co.uk

Delivering Furniture

Q. What is your shipment area?
Fresh Furniture Direct is currently shipping products to customers in the UK mainland up to and including all postcodes for Edinburgh (EH) and Glasgow (G).
However, if you are located outside our designated shipping area, please contact us via email at support@freshfurnituredirect.co.uk and we will try our best to deliver the item to you.
Please note that shipping outside of the UK mainland will incur additional charges, delivery times will take longer and we may not always be able to ship to your desired location.
For customers residing on the islands of Scotland and other offshore locations such as the Isle of Wight, additional delivery charges will apply.
Q. I have bought a furniture product from Fresh Furniture Direct; can you help me assemble it?
Items are delivered by a third party delivery service. Therefore, we cannot provide assembly service to the customers.
Q. What happens on the day of delivery?
You will need to ensure that the someone is there to accept the delivery on the address provided by you.
If you have any further questions contact us on support@freshfurnituredirect.co.uk.
Q. What happens if I am not available at the time of delivery?
As all deliveries need acknowledgement, we cannot leave your furniture without your sign. Consequently, it will be returned to the distribution centre. Someone will contact you to arrange a further delivery date. This will require an additional delivery charge.
Q. Can I have my order delivered on a particular day or time?
With limited storage facilities, we endeavour to deliver your order as swiftly as possible. We would appreciate if you can accept the delivery accordingly.
On placing an order, you will be provided with an estimated delivery date. In case of any change, we will do our best to inform you.
Q. Can you take my old furniture away?
Unfortunately, this service is not being offered by us currently.
Q. Can Fresh Furniture Direct store my furniture?
Regrettably, we do not provide for the storage of furniture purchased. Our policy is to deliver goods promptly, as soon as we receive them.
Q. What if my furniture does not fit?
While ordering furniture, it is important to check that if it will fit into the required area. Our Online Measuring Guide will help you in the same.
If the worst happens and it does not fit in by any means, we will do our utmost to help you come up with an alternative. Email us at support@freshfurnituredirect.co.uk for further assistance.
Q. Can I order on Fresh Furniture Direct Online and collect from a store?
No. Fresh Furniture Direct does not have a store that is open for the general public. To offer you the best value for money, all our products are distributed directly from the warehouse to your chosen address.
Q. Do you deliver overseas?
No, not yet!
If you wish you can nominate your own shipper. We can deliver to their UK mainland address, or they can collect from the nearest distribution centre. For customers in the Channel Islands and other UK Islands, your nearest mainland store will be able to give you greater assistance.

Payment

Q. How do I have to pay for my order?

While ordering online, you will be asked to select your preferred method of payment from the following payment methods:
Our payment methods include:

  • Stripe Payment: Accept all major credit and debit cards including MasterCard, Visa, and American Express
  • PayPal

Upon our receipt of your card payment and the successful processing of your order, we will send you email confirming the order within 24 hours. This also serves as a receipt.
Q. Can I just pay a deposit?
No, this is not a service we currently offer.
Q. What if I don’t like the products after it’s been delivered?
Stock Orders
If your stock order has been conducted only through our website, you have 14 working days, from receipt of your furniture, to advise us via email that you do not want to keep the goods. The email must be sent to support@freshfurnituredirect.co.uk.
After we have acknowledged your request, you will be asked to do the following in order to make a return:
a) Ensure that the furniture is returned in the condition in which it was delivered. We will not be able to refund the goods in full if there are any signs of damage or misuse.
b) All the money will be refunded for the goods in question, excluding the cost of collection of the goods.
c) Please note we cannot accept the return of the following items:
i. Mattresses and divan beds, or bedding unless un-opened and in their original packaging.
Once the goods are back at our local warehouse and have been inspected, we will confirm the refund amount due by email and make the repayment within 30 days. A final cancellation notice together with your receipt will be emailed to your nominated email address.
Please note for card refunds it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.
Bespoke Items or Special Orders
We regret we are unable to accept the return of these goods as they have been specially made as per your request.

Returns and Exchanges

Q. What do I do if my furniture arrives damaged?

Naturally, our endeavour is to deliver all the furniture in a good condition. At Fresh Furniture Direct, we spend hours talking to our suppliers about packing and shipping our products to ensure that they arrive safely. We are constantly looking for ways to improve these standards. Our stores also pride themselves on having the best delivery teams in the business.
In case of any sign of transit damage, despite our best efforts, you have the right to the following options:
Reject the goods
We advise that you check all items on delivery. If your item is deemed faulty photographs must be taken and the delivery person will take the item back to the supplier.
In such a case, you are required to contact us immediately on support@freshfurnituredirect.co.uk and request an Incident Report Form. Alternatively, you can download one here.
You must provide photographs as evidence of the damage.
The Incident Report form must be completed and sent back within 48 hours of receiving the goods and will then be returned to the supplier. It will be logged against your order number and a refund of total amount, including any delivery charges, will be made as soon as possible and in any event within 30 days of cancellation being accepted.
The Incident Report form will then be returned to the delivering store. It will be logged against your order number and a refund of all monies paid, including any delivery charges, will be made as soon as possible and in any event within 30 days of cancellation being accepted.
The goods that are deemed faulty revert to the ownership of Fresh Furniture Direct, and must be in our possession before monies are refunded.
Keep the goods
If the furniture is useable, despite the damage, we are happy for you to go ahead and use it.
Q. What if I discover a fault with my furniture after delivery?
Faults that develop after 14 days of Delivery: In the unlikely event that any of our items develop a fault, please email us at support@freshfurnituredirect.co.uk.
Your options may vary depending on the individual circumstances including the length of time that you have had the item and the nature of the fault.

Service

Q. What can I do if I have a complaint with an online order?

Our continued success depends entirely on the customers’ satisfaction with our service, and on the quality and reliability of the products we sell.
If you need any assistance, please do not hesitate to email us at support@freshfurnituredirect.co.uk
Head Office:
Fresh Furniture Direct, Dewar Court, Astmoor, Cheshire, WA7 1PT.
Your statutory rights are not affected.

This is a demo store for testing purposes — no orders shall be fulfilled. Dismiss