Order Process

Q: What happens after I process my order online?
A: Once you have completed your order online the following process will take place:

  • 1: Your payment is processed. If there is a problem with the card we will call you.
  • 2: We send you an email after the purchase to confirm your order. If there are any problems with the details please contact us immediately by return email.
  • 3: Please refer to the products information for approx delivery times. If your item is out of stock or we can not achieve the delivery times as stated on the product pages we will email you and inform you of the position and when the item is due back in stock for dispatch.
  • 4: When your item is dispatched we will email you. You can also track your item via the tracking page linked to your initial order email.
  • 5: You will then be called/contacted by our delivery company within 48 hours of your order being dispatched from us to arrange delivery. Our delivery company will normally delivery to mainland UK within 10 days, but please refer to our delivery page for full details of this.
Payments

Q: Where are you based and do you have a sales showroom or shop?
A: Our sales office is based in Bristol however we do not have a showroom for product viewing in Bristol. Our showroom and store is based in Liverpool, Aintree. We do offer a 30 day no-quibble moneyback guarantee should you wish to return furniture if not suitable. Please read our terms for further details

Q: How can I pay for my purchased items?
A: We accept most forms of payment. Credit/debit card payments are submitted through our automated and fully secure ePayment card processing system. If you do not want to use your credit/debit card on the internet, we can also process credit card payments over the phone, please call 0845 36 36 135 with the product details and have you card available for payment. We can also accept payments via cheque and bank transfer. If this is your chosen payment method then please call us on 0845 36 36 135 and select this option in the payment screen in checkout.

Q: How secure are my credit/debit card details?
A: All credit card details are entered within a secure environment and encrypted for safety. Payment collected through our online credit card system are processed via HSBC and confirmation is emailed to you. We have never had any security problems.

Products

Q: I am looking for a particular product that is not listed on your website.
A: We advertise all of our available stock on our web site although we do also have access to other products and have other furniture in the production stage. Please email us and enquire if there are any products that you are interested in that we do not advertise currently.

Q: I found the product I want to buy but I have seen it cheaper somewhere else.
A: We believe that our prices are already low, but if you have found exactly the same product for cheaper then please email or call us and we will aim to beat their price.

Delivery

Q: What will delivery of my item(s) cost me?
A: Delivery is £20 on orders under £300. It is free over £300 in most mainland UK.

Q: Can you deliver outside mainland UK? (i.e Northern Ireland, Republic of Ireland etc)
A: Unlike some of the other furniture retail companies, WE ARE able to deliver outside mainland UK. We can deliver to any address within GB Mainland via our normal courier. Deliveries to: AB, IV, PF, KW, PA, Scottish Isles,Republic of Ireland and BT/Northern Ireland are possible via selected couriers that we use, although we do ask for an additional shipping change for these destinations per product. For a quote to your address: Please email for a quote of the extra delivery charge.

Q: When will my goods be delivered?
A: Please refer to the individual delivery time indicated on each item in your order and also refer to our terms and conditions. If a product is out of stock and not available for the delivery times quoted you will be contacted and made aware of the delay as soon as possible after placing the order.

Q: How long will delivery take on my order?
A: Please look next to each product and it will display the approximate delivery time for that item.

Please note we may have stocks available quicker than the suggested despatch date originally quoted, if this is the case we will always despatch as soon as possible. We will always email on despatch to our couriers to warn you that our carriers now have the goods. In any case the carriers will contact you by phone before attempting to delivery the item.

Guarantees

Product returns and refunds

Q: Can I return goods if I am not satisfied?
A: Yes we offer a 30 day money back guarantee provided that you comply with our terms and conditions regarding this.

Q: How do refunds work?
A: In the case that you will be issued a refund, it will be processed within 10 working days.

Contact us

Q: How can I contact you?
A: Should you have any requirements for support or service please phone us on 0845 36 36 135, our phone line is open during standard working hours from 9.00am until 5.30pm Monday to Friday. Please leave a message if we do not answer or outside of these times and we will get back to you shortly.

Our sales line is open from 8.30am till 9pm Monday to Thursday, 8.30am till 7pm Friday, 9am till 6pm on Saturday and 9am till 8pm on Sunday.

Full contact details including email can be found in the contact us page.

Complaints

Q: If I have a complaint, what should I do?
A: If you are unhappy with any aspect of our service, please email us at sales@oakfurnituresolutions.co.uk

We will acknowledge receipt of your complaint within 2 working days and we will do our very best to fix any problem that you may have.

Q: What do your customer have to say about your company and service?
A: Please read our customer feedback

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