FAQs

Delivery Questions:

We offer 2 types of delivery service; 'Standard' and 'White Glove'. Both our delivery services cover all of mainland UK. International delivery can also be arranged and pricing is discussed at the point of order.

How much will my delivery cost?

The delivery cost will depend on the service you choose at the checkout. Standard delivery is included for free on all orders and is a drop-to-door service. White Glove service starts from £50 and includes delivery to a room of choice, furniture assembly where required and the removal of all packaging.

How long will my delivery take?

Once your order has arrived, you will be contacted to arrange delivery of your items. We will attempt to deliver your items within 5 working days of them arriving at our warehouse. We can hold items longer by request if you are not ready to receive them.

What days do you deliver?

Our normal delivery days are Monday - Saturday with weekend deliveries incurring an extra charge in some cases. 

What can I expect on my delivery?

When you receive your goods, please remember to keep the packaging until you're 100% satisfied with your order. In the unlikely event that you need to return the item we can only accept it in suitable packaging.

On a standard delivery service items will be delivered to your door and you will be asked to check that the items you ordered are correct and sign to state the delivery has been completed. 

On a 'White Glove' service delivery all items will be unpacked, assembled and placed into the position desired. You will be asked to check if you're satisfied all items are ok. If you're happy you'll sign to say the delivery has been completed. If you're not happy the items will be re-packaged by our team and removed.

Free returns may not be processed if goods are found to be damaged upon later inspection and failure to identify any faults with your order may result in a charge for return transport being taken off your refund. 

Where do you deliver? 

We deliver to most locations in the UK, unfortunately, there are some post codes that we can’t deliver to through our standard delivery network. If you live in any of the areas with the following post codes, please contact the shop on 02392812835 and we will attempt to find another way of delivering your furniture to you. Here is a list of post codes we can’t cover in the standard delivery service: -

IM, CE, HS, KW15 - KW17, PA41 – PA78, PH42 – PH44, KA27 – KA28, TR21 – TR25.

If you live in any of the above post codes and would like to arrange a delivery, please contact the shop on 02392 812835 and we will try and find a solution for you. Similarly, if you live overseas and require international shipping please contact us via email or phone and we'll be happy to help.

What time slots do you allow for delivery?

All our deliveries are booked with customers 24 hours in advance. You will be given a 2 hour time slot and will receive SMS notification on the day of delivery by way of a reminder.

Do you assemble furniture when you deliver it?

We do offer a 'White Glove' which starts from £50 which includes the item being fully assembled, placed in a position of choice and all packaging being removed.

Can I cancel my delivery and are there any extra charges if I do?

Due to the nature of using a nationwide delivery network, your furniture items will often leave our warehouse approximately 2 days before your delivery date. Therefore, if you decide to cancel your delivery less than 2 working days prior to your items arriving or if the goods have left the warehouse and cannot be delivered due to reasons beyond our control, you will be liable for a £45 fee plus return charges.

These reasons include, but are not limited to:

• You cancel your order after the items have been dispatched
• We are unable to complete the delivery due to access issues
• You are unavailable or unable to take delivery of your order 

Do you take the cardboard and packaging away?

Only our 'White Glove' service includes the removal of packaging. On standard deliveries items will be delivered to your house and removal and disposal of packaging is the customers responsibility.

Please note, if you think you are likely to return your items you will need to have the packaging so you can re-box the items you wish to return.

What happens if I can't make my delivery time slot?

If you are unable to be in for the delivery time slot that was arranged for you then you will need to phone our team on 02392 812835, as soon as possible to re-arrange. We would have to be informed 48 hours before the delivery at the very latest if you wish to cancel. If you do not inform us prior to 48 hours before your delivery you will still be liable for the delivery charge. You will also be liable for the return costs associated with missing a delivery (explained above). Unfortunately, e-mails are not accepted as a method of cancellation. We require a phone call to cancel any delivery booked.

 

 

Ordering Questions:

How do I place an order with Victoriana?

We are happy to take your order either by phone on 02392 812835, online on our website or in our showroom located at 76 Marmion Road, Portsmouth, Hampshire, PO52BB.

Do I receive an invoice and will I be able to track my order?

Once you have chosen the items that you require we will create an invoice for you that will have a reference number on so you can track your order.

What do I have to pay and when?

All orders will require a minimum 30% deposit up front which is payable at the point of sale. The balance will be payable when all of your items have arrived in our warehouse and we contact you to arrange delivery. If you have chosen one of our finance options, a deposit will be required and the balance will be payable through the payment plan set out in your finance deal. (see ‘finance options’ below)

Can I cancel an order?

You can cancel any 'standard item' order at any point within 14 days of placing it by contacting us on 02392 812835 or, via e-mail at sales@artisankitchensandfurniture.co.uk. All orders cancelled within the 14-day period will be issued a full refund. If we are not informed within this 14-day period, you may be liable for a re-stocking fee of 30% of the total order value. If you have bought an in stock item, off of our shop floor, you will have 7 days to cancel your order and only a credit note or exchange will be offered in these cases. Once deposits are taken on bespoke orders they can not be refunded. Any alterations made after the deposit is taken may also incur charges.

How long will my order take to arrive?

This will depend on the item, some items we carry in stock and will be able to deliver immediately, especially if they are from our clearance outlet. The majority of our items take anywhere from 2-6 weeks to arrive to us, sofa’s usually being the exception at 6 -10 weeks. Once you place your order you will be contacted before it's processed to inform you of the current deliver time. If you do not want to wait we can cancel the order at this point.

How can I pay for my goods?

You can pay for your furniture in several ways. In store we are happy to take card payments or cash, unfortunately cheques are no longer accepted. Online we can take payment via PayPal, Klarna or credit/debit card payments. We accept most major credit/debit cards, all except American Express.

What finance offers do you offer?

We are working on getting finance soon and will update once we have this option.

 

Cancellations, Returns and Refund Questions:

Can I cancel my delivery?

Due to the nature of using a nationwide delivery network, your furniture items will often leave our warehouse approximately 2 days before your delivery date. Therefore, if you decide to cancel your delivery less than 2 working days prior to your items arriving or if the goods have left the warehouse and cannot be delivered due to reasons beyond our control, you will be liable for any return delivery costs.

These reasons include, but are not limited to:

• You cancel your order after the items have been dispatched
• We are unable to complete the delivery due to access issues
• You are unavailable or unable to take delivery of your order

Can I return an item of furniture if I do not like it or it doesn’t fit?

If you have purchased an item of furniture directly from the shop you will have 7 days from the day you receive your goods to return the items. If we have ordered the item in for you then a re-stocking fee of 30% will be deducted from any refund or credit issued.

If you ordered online, you have 14 days from the date you receive your goods to inform us of your wish to cancel. You will be required to return the goods to us, in their original packaging, within 14 days of the cancellation being confirmed. If we have ordered the item in for you then a re-stocking fee of 30% will be deducted from any refund or credit issued. It is often beneficial to pay for our collection service as this eliminates any chance of your items being damaged during transit.

If you have opted for a 'White Glove' service, your items will be unpacked in front of you to check them. If you are unhappy with the item, or it doesn't fit, our team will repackage and remove the items you're not satisfied with.

All items returned for any reason other than being faulty will be charged at the cost of the original delivery plus an additional charge per item. In cases where the delivery has been offered for free, a minimum charge of £45 is applicable. Details of the additional item charges are as follows: -

Small Items (Home accessories/small mirrors/small soft furnishings) are £5 per item plus the original delivery cost.

Medium Items (Bedsides/Small Bookcases & Dressers/Small Tables) are £15 per item plus the original delivery cost.

Large Items (Wardrobes/Beds/Large Dining Tables/Large Bookcases & Dressers) are £25 per item plus the original delivery charge.

This charge is not applicable to damaged or faulty goods.

When we receive the goods back and ensure they are not damaged, we will issue a full refund to the original payment method, within 14 days of receiving back the goods. 

Please note, Bespoke furniture, Sofas and Mattresses cannot be returned if you do not require it or it does not fit (unless the fault lies with us). We reserve the right to only offer a replacement or repair for bespoke items and only in the case of them arriving damaged.

What happens if an item I have ordered arrives and is damaged?

When we deliver to you the driver will give you time to thoroughly check your items before leaving. In the unlikely event of there being a problem, the driver will repack and remove the item. Free returns may not be processed if goods are found to be damaged upon later inspection and failure to identify any faults with your order may result in a charge for return transport being taken off your refund. Similarly, if you have chosen our 'White Glove' Service, please ensure you inspect all elements of your delivery thoroughly. Failure to identify any faults until a later stage may result in a return transport fee being taken off your refund.

In the unfortunate event that an item does arrive damaged we will offer you one of 4 options; you can choose either;

• a full refund to your original payment method.
• a credit for the full value of your order (credit notes have no expiration date).
• an exchange for an item of the same value or,
• a repair or replacement of the damaged item.

Please be sure to contact us immediately with any concerns you may have regarding your items. All damage and faults must be reported within 30 days of receiving your goods. After the 30-day period ends, we will only be able to offer a credit note or exchange if a fault occurs.

Please note, Bespoke furniture and Mattresses cannot be returned if you do not require it or it does not fit (unless the fault lies with us). We reserve the right to only offer a replacement or repair for bespoke items and only in the case of them arriving damaged.

What happens if my furniture develops a fault after the 30-day return period?

We are proud of our products and offer a one-year guarantee with the majority of our furniture. If a fault appears that is not your doing, please contact us via phone on 0239812835 or via email and we will try and solve the issue. In most cases where a repair is not possible we will replace the item for you. Please note that any replacements to nationwide delivery addresses may be liable to a delivery charge. If we can’t repair or replace the item, we will issue you with a credit note. Our guarantee does not include items bought direct from our clearance outlet that have already been marked down in price due to damage or faults.

Please do not, under any circumstances, attempt to repair a damaged item yourself. This will void any warranty held with us.

What is considered damage or faulty?

Please bear in mind that you are purchasing a natural solid wood product which, as a result of its inherent characteristics may require some minor adjustments after reaching the environment of your home. Certain issues will not be deemed as defective or faulty, for example: -

• On rare occasions, due to extreme climate changes in shipping, doors and drawers may swell slightly making them stiff to open. This can also occur if stored for prolonged periods of time in areas with extreme climate conditions. This issue will normally resolve itself within a matter of days once the timbers acclimatise to their new environment. Artisan Kitchens and Furniture Ltd cannot be held liable for faults due to prolonged periods of storage in areas out of our control.
• While every effort is made to match all colours and finishes, wood is a natural product and there may be variations in colour, grain pattern and shade. This may even occur with items from within the same range. As is common practise when crafting solid wood furniture, certain degrees of filler may also be used to ensure a uniform finish.
• Our furniture is crafted from natural solid wood timbers and veneers and accordingly there may be small differences in size between products of the same description. All product dimensions specified by us are approximate.
• Knots and shakes within the grain are a natural occurrence in real wood and therefore, not considered faults. If you believe that your item shows signs of splitting, please take photos of the area and contact us.
• There may be differences in the spacing around doors and drawers, especially on those with wooden runners; however, this will always be within our quality control tolerances.
• If it appears that the doors on larger units, such as wardrobes and dressers do not line up, this is usually down to the level of your floor. A good way of getting around this is by buying padded adhesive floor protectors and applying them to either the back left or right foot, until the doors are level.

Failure to care for your furniture in the recommended way will result in invalidation of your warranty. If you need information on how best to care for your furniture, please refer to the ‘How do I care for my furniture’ question below. Should Artisan Kitchens and Furniture Ltd deem it impractical to offer a replacement product for any item that is damaged or faulty, we reserve the right to offer a repair, an allowance for a repair, or a refund.

How do I care for my furniture properly?

Once your furniture arrives and is all set up you will want to keep it looking and functioning well. Here are a few pointers to ensure you keep your furniture in the optimum condition: -

Do not place solid wood items of furniture in direct sunlight or in areas of extreme heat/cold such as conservatories or bathrooms. Furniture for these rooms will have to be prepared in the correct way so if in doubt, contact our sales team for advice.

Do not place hot or wet cups and plates on the surface of your furniture. This will leave ring marks on the tops.

Do not get any abrasive chemicals such as bleach or nail varnish remover on the item of furniture. This will result in damage to the finish.

Only use the advised furniture polish, wax or oil when cleaning or restoring your furniture. If you require advice about what is best to use, contact our sales team and we will advise you the right product for you.

Do not place your furniture next to radiators or air conditioning units. This will severely affect the moisture content in the wood and will result warping or shrinkage.

Do not attempt to use your furniture for any purpose that it was not intended. An example of this would be standing on a chair or lamp table. If the item was not built for that purpose it could result in damage to the item.

Please note these terms do not affect your statutory rights.

 

 

Kitchen Questions:

How do I go about finding the right kitchen for me? 

Probably the most important thing to consider when deciding on your kitchen is the size and shape of the room itself. This may seem obvious but it is often overlooked. All we require from you to start you on your journey is a rough diagram of your room with the approximate dimensions. This does not have to be a technical drawing, although if you do have these it would be a great help. All you require apart from the room dimensions are some ideas. Now is the time to start thinking about what kind of units you require, what type of worktops or whether you would like a painted or wooden kitchen. If you have got any ideas from magazines or images you have seen, bring them along with you so we can go through all the options.

How do I place my order for a kitchen?

You can either come into our showroom in Southsea or send us a message via email or our social media messaging services. After your initial discussion with one of our team, your personal kitchen designer will take over the project. They will discuss your requirements based on your initial measurements and generate a 3D design for you. When you're happy with your design we will have your project quoted. If you're happy with the quote we will make an appointment to come round to your house and go over all of the required measurements to ensure they are accurate. They will also check over your designs with you to see if any last minute additions are needed. If everything is ok and you are ready to order, you will sign the drawings off, place your deposit and the order will be processed.

How long will my kitchen take to arrive?

After you place your order it can take anywhere from 3 – 8 weeks to build and arrive at our warehouse, depending on its size and specifications. A good average wait time is between 4 – 6 weeks. If you are having building work done, we can always work around this and stagger the order so it all arrives when you are ready to receive it.

How much will my kitchen cost?

This is a difficult one to answer. Obviously by there very nature, bespoke kitchens vary hugely in price depending on the materials, finish and number of units involved. We have found that the average cost of a small sized kitchen is around the £4000-£5000 price range, medium sized kitchens around £6000-£8000 and large kitchens can be anywhere from £8000 +. If you are looking for a rough idea on the cost of your project contact us and one of our designers will try to provide a rough estimate.

How do I decide between a solid wood and a HDF kitchen?

There are pro’s and con’s to both solid wood and HDF (High Density Fibreboard) kitchens. Solid wood kitchens have a timeless feel to them and come as pre-built units so you could remove them easily and take them with you if you moved, should you wish. However, due to the climatic conditions of most kitchens, real wood can be more prone to becoming affected in these conditions. This can result in shrinkage and movement in the units in extreme cases.

HDF kitchens do not suffer from the adverse effects of extreme climate conditions but do not have the same appeal as a solid wood kitchen. The units are usually fixed in a certain way that makes moving them problematic. As most of our HDF kitchens come with the options of having solid wood fronts you can have the best of both worlds so why not contact us at sales@artisankitchensandfurniture.co.uk and we will take you through all the options available.