Please find a list of our most commonly asked questions. We hope this helps, but if you or your customer have any questions not covered by this page, please call us on 01202 901640 (between 9am - 5pm Monday to Friday) and we'll be happy to help.
Q. Do you sell weather covers/does my customer need a weather cover?
A. We don't sell weather covers currently. The furniture is designed to withstand our weather all year round, so they don't actually need to be covered - we'd only recommend weather covers to keep off garden debris. The cushions will need to be stored somewhere dry whether your customer has the weather cover or not (most covers don't allow the cushions to breathe).
Q. What is your furniture made of?
A. All our furniture is made from poly-rattan (PU) wrapped around a powder-coated steel alloy frame. Poly-rattan is designed to withstand our climate, being waterproof, so it doesn't need to be brought inside in periods of bad weather and the powder-coated frame provides rust-proofing. The cushions are made of a poly-cotton blend.
Q. Is this water-proof/can it be left outside?
A. Yes, the furniture itself can be left outside all year round - the frames are treated with a zinc powder-coat to ensure rust-proofing. The cushions are only shower-resistant, so we'd recommend bringing them inside overnight and in heavy periods of rain (even if your customer has a weather cover for the set, we'd still recommend cushions are brought inside/stored somewhere dry).
Q. Are the cushions included with the set? Can my customer mix and match cushions?
A. Yes, the cushions pictured with the set are included in the price. Unfortunately, we're not able to mix and match cushions. The cushions pictured with a particular set are the only ones available for that model.
Q. Can I buy part of a set/can I buy extras?
A. We can't split sets unfortunately - they come in the configurations advertised. Unfortunately, we're also unable to provide extras as our chairs/footstools etc come as part of the set.
Q. Can my customer get a parasol with the set?
A. We don't sell parasols but the tables for our dining sets (6 seater round and rectangluar tables) come with a pre-made hole and plastic protector ready for a parasol to be added. Please note that the dining tables that come with our sofa sets do not include this.
Q. Is the rattan a uniform colour?
A. Every effort is taken to ensure that the rattan matches perfectly within a range; however as this is a hand-woven, dyed product some variation may be present.
Q. Do you have a care guide?
A. Yes, please find it here
Q. Will there be assembly instructions for my customer?
A. They're not included in the boxes, but you can download the assembly instructions here.
Q. How does my customer report a problem with their furniture?
A. You would need to provide photos of any damages/faults (obtained from your customer) on the furniture for us to have a look at and assess. Please send these through to firstname.lastname@example.org and we'll aim to get back to you within 24 hours with a resolution.
Q. What are your opening hours?
A. Our opening hours are 9am - 5pm Monday to Friday.
Q. Do you have a showroom?
A. We don't have a showroom unfortunately.
Q. Is there a guarantee with my customer's furniture?
A. Yes, there is a year's manufacturer's warranty. Cushions are not included within the warranty as they're subject to fair usage.
Q. How long will it take you to respond to my email?
A. We aim to respond to emails within 24 hours of receipt.
Q. How do I contact you?
A. You can give us a ring on 01202 901640 between 9am and 5pm (Monday - Friday) or email us at: email@example.com
Q. If I order today, when will my customer receive their delivery?
A. Your customer will receive a text message and/or email from the courier company 24-48 hours from the date we receive the order with a list of delivery dates. Your customer simply needs to pick the date best for them. We aim to complete the delivery in 7 - 10 working days, but it depends on your customer's area and courier availability.
Q. Can you do weekend delivery?
A. Our courier will occasionally offer weekend deliveries, but these are not guaranteed. If guaranteed weekend delivery is required, this may be possible but will incur an additional charge. Please call us on 01202 901640 (Monday - Friday 9am to 5pm) to discuss this if needed.
Q. Is my customer guaranteed a time?
A. The couriers will text your customer the night before delivery to issue them with a two hour window for delivery but we can't guarantee if it will be an AM or PM delivery slot. Please be aware that you may be charged a redelivery fee if your customer agrees to accept delivery and is not available at the time of the appointment.
Q. How can my customer track their order?
A. Unfortunately, there's no ability to track the delivery at present but your customer can phone the courier at any time for an update on the delivery, using the number confirmed in their shipping confirmation email.
Q. Do you deliver abroad?
A. No, we don't deliver abroad. We can deliver to a freight forwarding company of your customers' choice to arrange their own shipment however.
Q. Can I pick up the furniture myself?
A. Yes, you can arrange to pick up the furniture yourself and make your own arrangements to deliver it to your customer. Our warehouse is in Tamworth and would require 24 hours' notice if you intend to pick up a set. Please call us if you'd like to arrange this and we'll provide you with the information you need.
Q. What happens if my customer isn't in or misses delivery?
A. As your customer chooses the date of delivery and is given a 2 hour window, there may be a redelivery fee charged if your customer is then not available at the time of the appointment.
Q. How do I set up an account with you?
A. Click on the 'apply for trade account button' at the top right hand corner of the web page. You will need to fill out your company details and submit the form. Please note that you can only apply for a trade account, if you are a registered company and sell/are looking to sell garden furniture.
Q. What happens once I apply for an account?
A. Once you have submitted your application, you will receive an automated email from us confirming the application. You will be able to log into your account, but won't have access to prices or the 'add to basket' function. We will review your submission and potentially contact you to ask you a few questions about your business and how you intend to sell our products. We aim to process applications within 24 hours of receiving them (other than weekends). Once your account has been approved you will receive another automated email and when you log in, you'll have access to the prices and the 'add to basket' function.
Q. Why can't I see prices?
A. If you're not able to see prices, your account has not been approved. For an update on the status of your account, give us a ring on 01202 901640 Monday to Friday, 9am - 5pm or email us at: firstname.lastname@example.org
Q. Can I email my orders through?
A. No. In order to ensure that your order is tracked correctly and that invoices are generated, you need to place this through our website. If you encounter any problems, please call us on 01202 901640 and our customer service team will be happy to help.