Solid Oak Hardwood Furniture

01429 890808

Frequently Asked Questions

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The easiest and most efficient way to place an order is to do so online. It is easy, safe and secure! Simply add the items you would like to purchase to your shopping cart and check out using our secure checkout system.

Once you have registered and opened an account with us you will have the ability to add an unlimited amounts of items to your cart.

Other purchase options are:- Order and pay via telephone on 0208 1857199
Send an official purchase order which we will acknowledge and then invoice before delivery.
Simply write in with your requirements, provide a contact telephone number and we will call you back and process your order, payment etc.

We can accept the following

  • Cheque - cleared funds prior to release/Delivery of goods, 
  • Debit Card - no surcharge for this method of payment. 
  • Visa - 4.95% Surcharge 
  • Mastercard - 4.95% surcharge. 
  • Paypal 
  • Google Checkout 
  • Postal Orders 

 

Upon placement of your order you will receive the following; 

1). Acknowledgement/confirmation of order. 
2). Confirmation of payment / notice of failed payment 
3). Confirmation your Order has entered production and approx delivery date 
4). Confirmation your Order has been completed and is ready to be delivered 
5). Confirmation your confirmed delivery date

Handmade means just that. If an items is showing as handmade each one is individually handmade and hand finished. 

Nearly all of our products are produced in our factory in Hartlepool by time served skilled craftsmen. We welcome visitors and should you wish to view your furniture being manufactured you may do so. That said please remember we are a manufacturer and our environment is a little dusty, so Jeans and T shirts are the best outfit to wear. 

Large orders being handmade can sometimes take several weeks to complete. We always endeavour to meet our commitments and usual lead time is between 4 - 6 weeks from receipt of order.

Where sizes are given for a product this should always be taken as an approximation as nearly all of our products are handmade. Please allow a few millimetres either way.

Where we manufacture a full setting i.e. 6 or 8 chairs we will always endeavour to produce a matching set, however you will always get colour and weight variances

If you require that the items in your order are an exact size and match please email us requesting this!

We do not manufacture to scale, all our products are individually handmade and crafted from the finest materials available. 

Put simply THE FINEST MONEY CAN BUY

All our Furniture is delivered to your door by our own transport. Our courteous uniformed staff smartly liveried vehicles add the finishing touch to our standard service.
 
The kind of service that sets us apart from the Flat Pack brigade. Wherever possible we will place your furniture where you want it. All you have to do is enjoy it!!
 
Most of Homeware is shipped by UPS or Parcel Force and obviously has to be signed for upon acceptance. 

Normally on Furniture we ask for a contribution to the delivery cost this is 50.00 per consignment.

This covers the UK Mainland. Exceptions being the Islands, Where there are Ferry costs and the very top of Scotland. We will however always try to maintain a flexible attitude to transport whilst equally trying to cover some of the exceptionally high fuel and other transport costs.

Where postage is involved it is at a net cost basis.

This is dealt with on a as and if needed basis.

With postage we recommend that you wait until the end of the estimated delivery time range before you inquire with us as to your order's status. While we have the utmost faith in our shipping and delivery partners, some delays and problems can occur from time to time. Below are some solutions and answers to some of the more common problems. 

Delivery Delays 
There are several common reasons a delivery is delayed, and in many cases results in the original shipment being returned to us. In all these cases you will be contacted immediately and the situation will be resolved. 
Incorrect or invalid shipping address 
Recipient unavailable to receive delivery 
Shipment damaged/destroyed in transit 
Customer has not collected parcel after carrier left a delivery card. 

Lost Shipment 
If you feel that your shipment has been lost, please contact us immediately and we will determine if it is actually lost or just delayed. If it is lost, a replacement order will be processed and shipped immediately. International orders are not deemed lost by carriers until 40 days after the shipping date. When 40 days has passed, an insurance claim will be filed and a replacement shipment will go out immediately, at no additional charge. 

We want you to be delighted every time you place business with us. In the very rare event of an item be damaged or faulty simply point out the defect to our driver, who will return the piece to us and we ship another to you by return. Obviously if this is a specially made bespoke item a couple of weeks may elapse whilst being re-made. 

Items that have been posted: Please contact us via email or normal mail, giving the reason for the return as "I don't want it anymore". Please package the relevant item(s) securely and send it to us so that we receive it within seven working days of the day after the date that the item was delivered to you. 

For your protection, we recommend that you use a recorded-delivery service if the value of the return is more than 50 GBP. 

Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item(s) back from you, we may arrange for collection of the item from your residence at your cost. 

You must notify us either by email or in writing within the periods mentioned above. 

As soon as we receive notice of your cancellation of your order, we will refund the relevant part of the purchase price.

Please contact us via telephone or email prior to returning an item. 

This enables us to ensure the returns process is as efficient as possible and your return is easily identified by our staff. Sending an item back to us without contacting us first can result in delays to updating your account status and processing the return.

Solidoakhardwoodfurniture.com is a trading name of Solid Oak Hardwood Furniture Limited . We are based at 8a Park View West Industrial Estate, Hartlepool, Cleveland, TS25 1PE

Telephone: 01429 890808. International: +44 1429 890808

Email: info@solidoakhardwoodfurniture.com

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