COVID-19, CONTACTLESS DELIVERY, SHOWROOM
What steps are featureDECO taking to prevent the spread of the virus?
Whilst we have yet to be impacted by the outbreak of Covid-19, we wish to assure all of our customers that we are taking the threat it poses to customers, staff and the wider population very seriously.
This begins with prevention, by upholding the highest standards of hygiene, in accordance with NHS Advice.
We are operating a contactless delivery service whereby the goods can be left by the door and the customer is given the opportunity to sign for the goods or the driver can sign on behalf of the customer at safe distance and this provides the same protection as your signature. We may experience delays due to limited transport network available due to COVID therefore, we kindly ask for your patience.
Our showroom is closed. We will do everything we can to accommodate your requirements over the phone and via email.
Our intention is to continue to provide our customers with the excellent service they have come to expect, however, we advise you to be patient as we are working on limited staff numbers in the office and our carriers are also under pressure during this difficult period.
We still hold excellent stocks of most items and are responding to sales enquiries rapidly. If any aspect of our business significantly changes, we will notify you alongside providing regular updates.
Should a member of staff, or anyone they live with, exhibit symptoms of the virus, we will be insisting they follow government guidance on self-isolation.
For more information, please click on the following page, covid-19 coronavirus garden furniture.
GENERAL CARE & MAINTENANCE
Can furniture be left outside all year round?
All of our rattan garden furniture range is manufactured to be left outside all year round in any weather conditions, however, we still highly advise to cover the set during rainy and winter season to help protect and prolong them.
We recommend that any fabrics be kept in dry storage when not in use. Cushions cannot be left outdoors during rainy or winter season as it is not classed as the material used is not classified as waterproof.
Can cushions be washed?
All of our piped cushion covers are zipped and therefore can be easily removed for machine washing.
Do products fade in sunlight?
All of our rattan, rope and aluminium products are UV protected to ensure they don’t fade in sunlight, resulting in years of enjoyment. Natural materials will weather naturally to form a beautiful patina. Care must be taken with cushions as these are UV resistant and can fade under prolonged periods.
How many different types of materials do you offer?
We have a range of materials such as rattan, rope, aluminium and some furniture is also available in a combination of materials.
What is the warranty on the furniture?
The warranty on each set varies according to the type of furniture and is shown on the each product's page (MORE INFORMATION). This varies from 2 to 5 years. As we have been supplying rattan outdoor furniture since 2005, we are confident that all furniture is long-lasting due to the quality materials we use and the 1000's of customers we have supplied.
How do I care for my furniture?
All of our furniture requires minimal maintenance in the event it gets dirty and can be easily cleaned off using a sponge or power washer.
Is furniture fully assembled?
All of our furniture is fully assembled apart from the table bases; these are easily assembled in approx 5 minutes. Please read the instructions carefully and follow the procedure. It is important to carry out a light assembly before tightening the screws. Cushions are store under the furniture units.
Is the glass safe?
Yes, all glass on all products is 5mm toughened safety glass. To prevent accidental damage, do not place very hot or very cold items on the glass. Avoid impact with sharp objects. We advise customers to use a placemat to avoid scratches and please do drag tableware across the surface as porcelain, ceramic and metal are harder than glass as a material and will cause scratches.
If I wish to re-order to match an existing set, will the furniture match?
Please note, as we are improving the products yearly, the products from every batch container or year may vary in design and features, such as weave, wood, cushion fabrics, etc from products sold in previous years. Each sets are organically handmade produced overseas. Please contact us first prior to placing an order to confirm if the product is suitable. The accessories shown on images such as decorative scatter cushions, glasses, plates, etc are not included in the product and are only shown for illustration purposes. Please click here for important care information in relation to the furniture.
Are the accessories in the images included?
Accessories such as vases, scatter cushions, plates, parasols, covers, clips, etc are not included unless you have placed it on the order.
How to cover garden furniture?
All furniture covers we supply are generic and they may be some overhang. We advise to pitch the cover so it forms a roof shape to allow the water to run off rather than form pockets. If a pocket of water is created, please do not pull the cover to remove the water as this will tear the furniture. Tears will not be covered by warranty. Instead, please use a bucket or something similar to remove water in this way.
DELIVERY
Although a majority of deliveries are working according to schedule, we may experience delays due to limited transport network available due to COVID therefore, we kindly ask for your patience.
Where do you delivery too and is it free?
At featureDECO, delivery is FREE on all orders over £300 within mainland England and Wales with our standard delivery service. For the Scottish Mainland and other offshore locations, including the Isle of Wight, additional charges may apply.
When can I expect delivery?
We will deliver most products within the times' states above on our standard delivery service unless otherwise selected. Please note in some cases, accessory products, parasols, parasol bases and garden covers may arrive separately as these are dispatched directly from the supplier. Please see below for the delivery services offered.
Delivery is between 2-8 working days. You will receive another email once goods are to be collected from our warehouse. This email can be up to 4 days after the order is placed. Once the goods arrive in a local depot, you will receive another phone call to book in a convenient day depending on the carriers' route. On some occasions, if there is space on the vehicle and the goods arrive without a call, you can reject if it is not convenient and book the delivery for a convenient day. Delivery is between 8 am and 6 pm. Bank holiday not included.
Provided the order is placed before 11 am and this option is selected, the goods will be dispatch the same day and we will deliver the goods within 2 working days between 8 am and 6 pm. Once your goods are ready for collection, you will receive a dispatch email confirmation and goods will be delivered the following day. No phone call is provided as this is a priority service. Available on selected products only. Express delivery is only available to customers in England, Wales and parts of Scotland.
This is currently unavailable with the courier we use.
If you have suitable transportation you may collect your goods from our warehouse. Please call us prior to your arrival to ensure that your goods are available for collection.
***All deliveries are only offered as curb side or front drive delivery by the courier we use, wrapped on a pallet. We highly advise that when the courier calls to arrange a suitable delivery date is to be schedule when you will be with someone to accept delivery on the day, this is if you are struggling to accept delivery by yourself. If you are unable to accept delivery on the scheduled date you would have to notify us in writing within at least 48 hours notice as there would be a redelivery or cancelation fee that would incurr.***
What is a pre-order and when will I receive my furniture?
The goods are on sea and on their way to us. Payments are debited from the customers accounts who have placed an order once it has been processed manually on our end. This is so prior to arrival we can prepare the delivery once the goods are in the warehouse. The estimated delivery time is as per the timeframe shown on the website during order, but can vary due to BREXIT and COVID restrictions we are facing at this time. At this point in time we can only estimate delivery timeframes in terms of the Month of arrival.
Once the goods arrive, you will receive an automated dispatch confirmation email from us. When the goods are collected form our warehouse and delivery is in 3-5 working days. Once the goods arrive in a local depot, you will receive another phone call to book in a convenient day. On some occasions, if there is space on the vehicle and the goods arrive without a call, you can reject if it is not convenient and book the delivery for the for a convenient day. Delivery is between 8 am and 6 pm, Monday - Friday, not including weekends and Bank holidays.
*Please note, estimated dates can vary and change due to ongoing problems we are all facing because of BREXIT & COVID. Should there be further delays, we will try our very best to notify the customers via phone call or email. If you have not received an email, we sincerely apologise in advance, as we are doing our best under unprecedented circumstances with staffing and logistics this year. Orders can be cancelled for a full refund at any point until your set has been dispatched to you from our warehouse, at which point they can still be cancelled but with a returns fee because we will have incurred delivery costs*
What is in production?
The goods are currently being produced. You cannot place an order for this set until we have received form manufacturer that goods have been shipped, which we will then manually change on our website as 'Pre-Order', allowing customers to placed order through.
As the goods are in production, the lead-time is estimated and can vary at this stage, therefore we cannot guarantee a definite time frame. Prices shown are not definite until we receive the goods in the UK with overall invoice.
If you want a guaranteed time-frame, we advised you to place an order for goods on "pre-order" status as these have been shipped out and are on sea. Please note currently due to the current virus situation, we may encounter delays on top of the lead-times advertised.
How is my furniture delivered?
We use a specialist 1-man, third-party, carrier service which delivers the furniture on a secure pallet. They will only deliver as close as possible to the front or curbside of the property.
Will I receive a phone call on the day?
Drivers will attempt to make a call 1 hour before delivery, however, this is not always guaranteed and we recommend you are available for the delivery day booked for your furniture deliveries. If you are unsure about delivery or require further information please call us on 01922 214 994 or see our delivery and returns information pages.
PAYMENT
What kind of payments do you accept?
We accept most major cards such as MasterCard, Visa, Visa debit. No payment will be debited until the order is processed. As our stock is updated Monday to Friday, if an item is out of stock, you will receive an email notifying you of this and no payment will be taken.
How do I purchase by interest-free credit?
Once the order is placed, we will email you an application form so please check your email. Once this is processed by yourself, we will get a decision from our finance company. If it is approved, we will email you for the deposit payment to process your order. This process can take around 2 to 3 working days. Once your goods are ready for collection, you will receive a dispatch email confirmation.
Accessories such as decorative scatter cushions, glasses, plates, etc are not included in the product and are only shown for illustration purposes.
RETURNS
How do I return, report damaged or faulty, cancel an order?
Please refer to our Returns Policy page by clicking here.
