FAQ

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.
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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.

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.

All of our piped cushion covers are zipped and therefore can be easily removed for machine washing.

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.

We have a range of materials such as rattan, rope, aluminium and some furniture is also available in a combination of materials.

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.

All of our furniture requires minimal maintenance in the event it gets dirty and can be easily cleaned off using a sponge.

All of our furniture is usually fully assembled or requires minimal assembly. 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.

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.

Accessories such as vases, scatter cushions, plates, parasols, covers, clips, etc are not included unless you have placed it on the order.

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.

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.

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. 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. Please see below for the delivery services offered.

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.

The goods are on sea and on their way to us. The estimated delivery time is as per the timeframe shown on the website during order. Once the goods arrive, you will receive an email once the goods are collected 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. Bank holiday not included.

The goods are on pre-order and is estimated due to arrive in our warehouse on the stated delivery time specified on every product page.

• Estimated Early - This is estimated either 1st or 2nd week of the indicated month (ie. Early Sep, Early Oct, etc.)
• Estimated Mid - This is estimated either 3rd or 4th week of the indicated month (ie. Mid Sep, Mid Oct, etc.)
• Estimated Late - This is estimated either 4th or last week of the indicated month (ie. Mid Sep, Mid Oct, etc.)

The goods are currently being produced and you are placed on a waiting list for an order. 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. We can only reserve the set and not payment is taken. Once you place a reservation order online, then you will be placed onto the waiting list. 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.

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.

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.

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.

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.

Please refer to our Returns Policy page by clicking here.