Common Questions

Please see below for a list of common questions. Can't find what you're looking for? Contact us

Important lockdown delivery message

With the spread of Coronavirus (COVID-19), we are all facing a very unusual set of circumstances. Our primary concern is the well being of homeowners and our colleagues delivering to or collecting from you.

In order to implement contact-free delivery, we are making the following changes to our service in line with the various devolved National guidance and restrictions.

Delivery Process

In line with Government guidance on deliveries, all teams will be equipped with the necessary PPE to ensure a safe delivery. Additionally, we have made the following amendments to our services.

All deliveries & collections will be subject to the restricted services:

Our delivery team will call in advance of arrival to confirm no member of the household is currently isolating due to a possible or confirmed case of COVID-19*; additionally, the team will request a window to be opened in the Room of Choice (where eligible) to ensure optimum ventilation.

Upon arrival to the property the team will complete our Property Walkthrough and will confirm suitable ventilation is in effect in the Room of Choice (where eligible).

During the delivery, we kindly request social distancing be observed by all members of the household (minimum 2m distance) and a mask to be worn by the recipient of the goods to minimise any risks.

To complete the contact free delivery, our delivery service agents will self-sign to complete your order and take a photo of the items and a signature will not be required.

While we are moving towards normal service, we do still ask any collection items are still packaged in advance of the teams arrival where possible in an effort to minimise any additional points of contact which are not required.

*Where a customer is confirmed to be isolating, the service will revert to a full contactless front door delivery only where suitable or will be cancelled for the day.

If you, as one of our customers, has any concerns with this process and wish to request a full contact delivery, this is not an issue and can be communicated to the team at any point in the delivery journey.

We would like to thank you for your patience and your support during this uncertain and unprecedented time. The situation is constantly changing, and we'd like to reassure you that we are doing everything we can to provide the best service possible in line with all currently active restrictions.

Discount Codes

Our signup 10% discount code is applied during the checkout stage as you place your order. If you have not received your code, please check your email junk folder.

How will my furniture be delivered?

NOTE : Please see the Lockdown delivery message for up to date restrictions.

Your furniture will be delivered by a ‘White Glove’ delivery service and is free of charge for orders over £500, the delivery cost for orders under £500 is just £20. For delivery to all Offshore locations, a delivery surcharge will be added at checkout including a £20 delivery charge for orders under £500. The delivery team will be respectful to you and your property and will unpack your furniture and place in the room of your choice. They will also remove all packaging from your home if you require. Please note, that delivery to the 3rd floor and above can only be carried out if a working lift is available.

How soon will I get my delivery?

Our delivery times are currently slightly longer than usual, your new sofa will be with you in approximately __DELIVERY__. We ask for your patience and understanding at this time while we get back up to full speed.

Does the furniture come with any guarantee?

We are confident with the quality of our British made furniture, so all our sofas, armchairs, footstools and beds come with a 10 year structural frame guarantee.

My order has arrived damaged

If your order arrives damaged please email enquiries@thebrandedfurnitureco.com with the original order number and photographs of the damage, our customer care team will work with you to resolve the problem.

Returns

Product returns can be requested up to 14 days after the day you receive your order, please email enquiries@thebrandedfurnitureco.com with the original order number and the reason for the return, please note there is a collection cost of £100, this will be deducted from your refund. If you require us to collect from an Offshore location, this price will vary. Please contact us for the cost of return carriage from Offshore locations. Once items have reached our warehouse and been checked by our team, please allow up to 10 working days for your refund to be processed. For more information please see our Terms & Conditions.

Can an order be cancelled?

Please email us at enquiries@thebrandedfurnitureco.com within 14 days of placing your order on this website and we can cancel the manufacture of the furniture and issue you a full refund.

How can I get in touch?

We're on hand to answer any queries either via our Live Chat service, or you can email us at enquiries@thebrandedfurnitureco.com using the enquiry form on our contact page.

Can I get fabric swatch samples?

Yes you can, please click ‘swatches’ found on the top navigation menu or the 3 line menu button on mobile, select up to 6 fabrics and we will arrange for your Orla Kiely swatch samples to be sent to you.

Why should I create an account?

Even if you have not placed an order yet creating an account means we can keep you informed with exciting information about new product launches and special offers.

Can I set up a trade account?

Once proof of your company and professional activity has been confirmed a trade account will be provided. Please contact enquiries@thebrandedfurnitureco.com for more information.

How do I apply for Interest Free Finance?

When you have made your selection, add the items you wish to purchase to your basket. When you reach checkout select the best finance option for you and choose ‘Pay with Duologi’. The quick application form takes no more than a couple of minutes to complete and then you will receive an instant decision.

The address you supply in your application is the address we will deliver to and this delivery address cannot be changed or differ from the application address.

Contact details for Duologi Finance

If you have any questions relating to your 0% furniture financing agreement, call Duologi on 0345 521 1881 or email customers@duologi.com