COVID-19 Q&A

Q; ARE YOU STILL DELIVERING?

A; YES AND WE WILL CONTINUE TO DO SO UNLESS THERE IS A TEMPORARY SUSPENSION OF TRAVEL OR MOVEMENT IN WHICH CASE WE WILL PLAN DELIVERIES TO RESUME IMMEDIATELY AFTER THE SUSPENSION IS LIFTED.

Q; HOW WILL YOU PROTECT YOUR CUSTOMERS AND DRIVERS WHILST DELIVERING AGAINST SPREADING COVD-19?

A; IN AN EFFORT TO GET ALL DELIVERIES OUT TO CUSTOMERS AND KEEP BOTH OUR DRIVERS AND CUSTOMERS SAFE DURING THIS UNPRECEDENTED TIME OF THE COVID-19 PANDEMIC WE ARE TEMPORARILY CHANGING THE USUAL DELIVERY SERVICE WE OFFER.

AT PRESENT OUR DRIVERS WILL BE WEARING GLOVES AND WILL BRING YOUR DELIVERY, BOXED IN A CARD TO YOUR DOOR AND ASK YOU TO STAY AT LEAST 2 METRES AWAY FROM THEM, AS OUR ITEMS CAN BE VERY HEAVY THE DRIVER CAN BRING THE BOX INTO A PORCH OR HALL FOR YOU IF YOU REQUEST THIS WHILST MAINTAINING A SAFE DISTANCE AT ALL TIMES AND WILL LEAVE THE FURNITURE IN THE BOX.

THIS AMMENDED SERVICE IS, IN ESSENCE, A CONTACT FREE DELIVERY SO THE DRIVER WILL NOT ASK YOU TO SIGN FOR THE DELIVERY AND WILL INSTEAD TAKE A PICTURE OF YOUR DOOR AND THE ITEM BOXED FOR PROOF OF DELIVERY.

AS WE ARE NOT CURRENTLY ABLE ON GOVERNMENT ADVICE TO OFFER OUR USUAL DELIVERY SERVICE OF UNPACK AND UNWRAP FOR YOU WE ARE INSTEAD ASKING CUSTOMERS TO INFORM US OF ANY DAMAGE OR DEFECTS BY EMAILING ‘sales@tradefurniture.co.uk’ WITHIN 72 HOURS OF DELIVERY AS THIS MEANS THE PACKAGING DOES NOT NEED TO BE HANDLED IMMEDIATELY, YOU CAN AT YOUR LEISURE UNPACK YOUR FURNITURE WITHOUT CONCERN THAT YOU HAVE BEEN UNABLE TO INSPECT IT AND AFTER A SAFE PERIOD OF TIME TO HANDLE THE PACKAGING. 

WE ARE ALSO EXTENDING OUR FREE RETURNS POLICY TO INCLUDE FREE RETURNS WHEN THE DRIVER HAS LEFT THE PROPERTY AS YOU ARE NOT ABLE TO SEE THE GOODS AT THE POINT OF DELIVERY. IF YOU NEED A RETURN OR AN EXCHANGE WE WILL DO THIS FOR YOU WITHOUT A COLLECTION FEE APPLIED TO THE RETURN OR EXCHANGE AS LONG AS YOU INFORM US WITHIN 14 DAYS TO THE EMAIL ‘sales@tradefurniture.co.uk'. YOUR NORMAL STATUTORY RIGHTS ARE NOT AFFECTED.

Q; I AM IN ISOLATION SO DON’T WANT TO TAKE DELIVERY RIGHT NOW, WHAT ARE MY OPTIONS?

A; WE HAVE A LARGE WAREHOUSE AND WE ARE HAPPY TO ALLOCATE YOUR ORDER TO YOU AND STORE THIS FOR YOU AT NO EXTRA COST UNTIL YOU ARE READY TO TAKE DELIVERY

Q; I AM WORRIED THAT I WILL PLACE AN ORDER NOW AND NOT GET DELIVERY LATER WHEN I AM READY

A; PLEASE DON’T WORRY ABOUT THIS, WE WILL HAPPILY TAKE A PICTURE OF YOUR ORDER WITH YOUR NAME AND ORDER NUMBER ON THE BOX IF YOU REQUEST THIS SO YOU CAN SEE YOUR ORDER IS BEING SAFELY STORED IN OUR WAREHOUSE UNTIL YOU ARE READY TO ACCEPT IT. WE WILL ARRANGE DELIVERY AS SOON AS POSSIBLE ONCE YOU HAVE ASKED US TO DO SO.

Q; WHAT IF YOUR BUSINESS STOPS TRADING?

A; WE HAVE BEEN TRADING FOR ALMOST 15 YEARS AS TRADE FURNITURE COMPANY AND WE HAVE BUILT UP A GREAT BUSINESS WITH EXCLUSIVE SUPPLIERS, WE OWN OUR WAREHOUSE AND STOCK OUTRIGHT AND ARE IN A GREAT POSITION EVEN THROUGH THIS DIFFICULT TIME SO YOUR ORDER AND PAYMENT ARE SAFE WITH US. THERE ARE ALSO REGULATIONS THAT PROTECT YOU, SEE FURTHER QUESTIONS RELATING TO THIS BELOW

Q; IS MY PAYMENT PROTECTED?

A; YES UNDER SECTION 75 OF THE ‘CONSUMER CREDIT ACT’ CREDIT CARDS ISSUERS MUST PROVIDE PROTECTION FOR PURCHASES ABOVE £100 AND BELOW £30,000

Q; CAN I SECURE MY ORDER WITH A DEPOSIT?

A; YES WE CAN TAKE A DEPOSIT OF 20% OR MORE TO SECURE AN ORDER FOR DELIVERY AT A LATER DATE, AS LONG AS THE DEPOSIT IS PAID BY CREDIT CARD AND THE ITEM ON THE ORDER IS OVER £100 YOU HAVE THE PROTECTION MENTIONED ABOVE SO YOU HAVE NO RISK AT ALL

Q; I DON’T WANT TO PAY ANYTHING UPFRONT TO ORDER

A; WE OFFER CASH ON DELIVERY FOR ORDERS UNDER £500, WE HAVE ALWAYS DONE THIS SO YOU CAN PLACE AN ORDER FOR DELIVERY AND PAY CASH STRAIGHT TO THE DRIVER WITHOUT PAYING ANYTHING IN ADVANCE, WE HAVE ALWAYS BEEN HONEST WITH OUR CUSTOMERS AND OFFERED AS MANY OPTIONS AS POSSIBLE

Q; WHAT IF I WANT TO CANCEL

A; YOU CAN CANCEL THE ORDER AT ANYTIME, WE WILL HAPPILY REFUND AND AMOUNT PAID AGAINST YOUR ORDER. YOU ARE AGAIN PROTECTED BY 2 SETS OF REGULATIONS, THE CONSUMER CONTRACTS REGULATIONS (PREVIOUSLY DISTANCE SELLING REGULATIONS AND THE ‘CONSUMER CREDIT ACT’) BUT WE REMAIN COMMITTED AS WE ALWAYS HAVE TO PROVIDING EXCELLENT CUSTOMER SERVICE SO YOU WILL NEVER HAVE A PROBLEM CANCELLING AN ORDER WITH US, CHECK OUT OUR REVIEWS HERE

 

Please keep safe and let us know if you have any concerns at all

WE HAVE ALSO PRODUCED A PHYSICAL CATALOGUE SHOWCASING SOME OF OUR MOST POPULAR PRODUCTS, IF YOU WISH TO RECEIVE A CATALOGUE PLEASE CONTACT US HERE AND STATE ‘CATALOGUE’ WITH YOUR ADDRESS AND WE WILL POST ONE OUT FOR YOU. IF YOU HAVE ANY QUESTIONS THAT HAVE NOT BEEN COVERED PLEASE GIVE US A CALL ON 0330 808 4447 OR DROP US AN E-MAIL TO ‘sales@tradefurniture.co.uk’.

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