We take great strides to offer great customer service. Rarely do we have upset customers due to the product or a delay of delivery. What ever the issue we aim to resolve the best we can. The majority of our furniture is custom made where you have the option of selecting elements. Our T&C’s is based on this understanding.
Our products are mostly custom made. We aim to provide an accurate description and price of the product at the time when the details were entered into the system. We try to keep the website up to date, but sometimes human error creeps in which may have an effect at the moment of you placing an order.
We try to determine all colours represented on the website are an accurate reflection of the product, however, for added reassurance we are happy to provide *colour samples where possible upon request. (*sofa fabric swatches)
Please note it is the customer's responsibility to measure the space and ensure the goods will fit. This includes any tables with tops in excess of 220cm. If you are in any doubt, please talk to our team prior to order.
At the point of sale you are given an approximate delivery date. This is for guidance only. We try to make these estimates realistic and indeed a little cautious. Unfortunately, from time to time goods take longer to arrive. In the event of this happening we will try to keep you updated but cannot provide compensation.
A full refund is possible on all order if you cancel before it has been processed:
Custom made cancellation: 2-3 days
Stock cancellations: 3-4 days. Unwanted items must be returned in a fully resaleable condition and must not have been used or assembled by the customer in any way. We reserve the right to refuse a refund on any item not deemed to be resaleable
It is a requirement of retuning the stock item to notify us of any issues or cancellation in writing. Please email us on [email protected]
Refunds will be processed on receipt of the item following a full quality control check. We will email you with our report highlighting any defects. The refund will be discussed and issued within 14 days on receipt of the retuned item to the original payment method.
We out source our deliveries and partner with experienced, professional delivery firms to deliver our goods. We hope they provide you with an excellent delivery experience. We also hope that they minimise the time that you need to spend waiting for your delivery. However if a delivery is late or missed, we cannot provide compensation for inconvenience/lost earnings etc. If any damage is caused to your property on delivery, this must be recorded on the driver’s delivery sheet at the time. Photo graphic evidence will be required.
Please be aware it is the customer's responsibility to check that any orders will fit through doorways, stairwells and staircases. This includes any tables with tops in excess of 220cm. If you are in any doubt, please talk to our team prior to delivery who can advise. A re-delivery charge will be applied should our team need to return or use more specialist equipment than the standard two-man crew.
We provide 21 days free storage which begins on receipt of item being delivered to our warehouse.. Thereafter, storage is charged from £20 a week depending on the value of the goods.
All of our products are guaranteed for one year from the date of delivery to you. This guarantee covers structural issues, but not wear and tear to finishes etc. Alteration to the piece or mistreatment nullifies this guarantee.
When your goods arrive we hope they are in great condition and provide you with many years of service. However, if a problem does arise please report it to us at [email protected] asap but no later than 48 hours of receipt of goods. We will not accept a claim if it is past our time period of 48 hours. We will log the issue and an experienced member of our customer services team will be appointed to ensure the issue is resolved as quickly as possible. This may be through repair, replacement or another suitable option. We are aware that problems can be frustrating for you, as they are for us. Nevertheless we believe all issues can be resolved in a courteous and timely manner.
To comply with the Data Protection Act (1984) we record your contact details for the sole purpose of processing your order and keeping you up to date, we will also use your details to communicate Aflair offers. Your details are kept for internal use only. We will never sell or provide your contact details to third parties. We have managerial and technical processes which secure and safeguard your contact and financial details. We do not store your financial details.