Frequently Asked Questions

Here are some of the most frequently asked questions and answers

Q; I am unable to complete my purchase when paying by card?

A; When making a purchase over £25 using a Credit or Debit card you may be asked to verify this purchase through your bank. This is due to the new fraud rules affecting banks, you need to ensure your contact details are up to date with your bank as this verification may be processed via the phone. In many cases to verify your purchase you will need to check your mobile(app)/online banking (make sure you stay on the payment screen) and simply verify you want to make the purchase. Please call us on 03308084447 if you need any assistance or would like to pay by an alternative method.

Q; I have not had any correspondence following the completion of my order?

A; Please ensure you check junk or spam folders as we make sure every order has been updated personally. Please note we will call from a 0330 number which is blocked by some phone settings.

Q; I have selected the finance option at checkout and have the “thankyou for your purchase” message what happens next?

A; Once you reach this stage you are required to complete the finance application, which takes under 2 minutes. Please scroll down the page to the purple apply for finance button.

Q; My finance application has been declined with Duologi, are there any other options?

A; Yes, we also offer a finance option via Snap Finance if Duologi have declined your application, you will receive a message asking if you would like to try the snap finance option. Please ensure all details are accurate as any misspelling or incorrect information will result in a declined application. We also have other alternative payment options that you can of course choose including cash on delivery.

 Q; I have placed an order on the website, how do I arrange delivery?

A; You will be sent an e-mail confirming your order and informing you of the status of stock, delivery for all items in stock will be within 10 working days* (see "your delivery" for terms). If you have ordered anything out of stock it will be allocated to you from the next shipment available and the delivery team will contact you directly when the item arrives into our warehouse. We do not use couriers and will contact you via text and e-mail with a delivery date and 2-3 hour time slot once we have planned your delivery. You can also accept or decline the slot offered via text or e-mail. Delivery information.

Q; I am waiting for a delivery date and have not heard anything yet even though my item is in stock?

A; Your order goes into planning straight away with the delivery team who will call you with a delivery date as soon as they have planned a van for your area within 10 working days* and with at least 24 hours notice. We will also give you a 2-3 hour time slot for your delivery. Delivery information.

Q; I want to order two or more items, how much is delivery?

A; The delivery charge depends on the combined total of your order:

Under £100


Between £100.01 to  £300


Over £300


Unwrap Service


Orders up to £300


Orders £300 - £500


Orders £501 - £1000


Orders over £1000



Some postcodes may be subject to a delivery surcharge.

Q; I am trying to place an order but the page is buffering or does not continue?

A; You may need to put some more information in to proceed, please scroll up the page to see if you have an error message asking for further information. Often it is that a delivery option has not been selected.

Q; I am trying to log in but it my password is not working

A; You can use the ‘reset password’ option and you will receive an e-mail with a new password link. Please check junk or spam as we often get filtered out as spam mail.

Q; Have you got a showroom?

A; We are delighted to have opened a Kitchen Showroom in Kirkstall, Leeds. Here we have 2 gorgeous kitchens on display as well as a few pieces of our best selling furniture. This is open Wednesday to Saturday 10am - 5pm. For more information on this please see our Showroom page.

Q; Does the furniture come assembled?

A; Our furniture is solid wood and fully assembled, the only exceptions that need any assembly to enable us to deliver them are dining tables which require the legs attaching, certain items with retro legs which require just the legs attaching, wardrobes which come in two sections and beds. Our drivers are fully trained and can assemble these items for you at the time of delivery if you select the unwrap** service at checkout or alternatively will leave items boxed but offer advice on assembly if standard** delivery has been selected. Delivery information.

Q; Can I collect furniture to avoid the delivery charge?

A; Yes, visit our Click and Collect page for full details.

Q; My item is out of stock but I have still been charged for my online order?

A; When you make a payment online it is processed directly via a merchant so payment is automatic without us seeing the card details, this is to protect your personal card details and provide the most secure method of payment for our customers. If your order is out of stock and you do not wish to pay until the item is back in stock you can request a refund which we will process promptly for you. Contact us.

Q; It said 10 working days for delivery on the website and I have received an e-mail saying my item is out of stock?

A; We carry around 85% of our ranges in stock in our large warehouse at any one time though high demand from time to time does mean we sell out of some products unexpectedly. As we sell through various channels we are unable to accurately update the availability of each item on the website so we will send an e-mail to update you following your order detailing the status of stock on your order. In the unlikely event we do not have an item in stock we will offer you several options including links to similar available items, you may be happy to wait for your item to come in or you may wish to consider an alternative or receive a split delivery at no extra cost, our sales team will be happy to help you with this. Contact us.

Q; I have a problem following delivery, what should I do?

A; If you experience a problem at the time of delivery please make the driver aware and he will comment on the delivery note for the customer service team to follow up. If you notice an issue following delivery please notify us within 48 hours of any defects or issues following delivery and we will come back to you with a resolution. We offer a 12 month guarantee against manufacturing faults. Contact us.

Q; How do I look after the furniture or repair damage?

A; Information is available on our website where we also sell wax and scratch cover pens. maintenance & repair

Q; Do you deliver to Northern Ireland?

A; Unfortunately we have stopped delivering to Ireland due rising costs and paperwork issues as a result of Brexit, please see 'your delivery' for a list of all areas not on UK Mainland that we can deliver to via external courier.

Q; Do you have a brochure?

A; We have a small catalogue available which contains a selection of products from each collection, we currently give these out to customers at the time of delivery To view all our products see our website which is essentially an online brochure, we give as many images and dimensions as possible for each piece of furniture (click the item to enlarge for dimensions and alternative images) and we offer wood samples for many of our ranges too. If you want a copy of our small catalogue please contact us. Please note due to a significant increase in shipping and manufacturing costs some prices have increased since production of the current catalogue, please check the website for current prices. A new catalogue is currently being designed.

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