Frequently Asked Questions
Whether you’re visiting our website while researching a new furniture purchase, looking to purchase from us online or you are already a Fairway customer looking for the answer to a question, we hope the following will help you. If however you can’t find the answer to your question, please contact your nearest store (which can be found using our online store locator) and they will be happy to help.
Use these quick navigation links to jump to the relevant section:
- Buying Online
- Paying for your Order
- Delivering your Furniture
- Checking your Furniture
- Caring for your Furniture
- Cancellations & Refunds
- Customer Service
Buying Online
Why can’t I choose from your whole range when shopping online?
When shopping online from Fairway Furniture, you will find a smaller range of products than if you visited one of our stores. We offer a selection of our most popular ranges online, many of which we normally have in stock for quick delivery. Typically, these ranges are offered in one colour, with other colours and finishes (where available) being offered to purchase instore only. If you are looking for something specific and can’t find it on our website, please contact your nearest store (via the store locator) and they will do everything they can to help you find something suitable.
Is it safe for me to shop at www.fairwayfurniture.co.uk?
At Fairway Furniture, we take people’s concerns about internet security very seriously. This site features secure payment facilities provided by our partner Protx, who are regarded as one of the leaders in internet payment security. During the order process, payment details will be captured using industry leading secure connections, ensuring your details are kept completely safe.
How do I order items from your online store?
When you browse our online store, you will see that items available to order online have an ‘Add to Basket’ icon. Once you have selected the products you would like to order, simply adjust the quantity required accordingly and click the ‘Add to Basket’ icon. You will then be taken to your ‘Shopping Basket’ which shows items you have selected to purchase.If you want to add further items to your basket, simply click the ‘Continue Shopping’ button to return to the online store.
When you are ready to finalise your order, return to your 'Shopping Basket' using the icon at the top of the screen, and follow our simple ordering process to complete your details.
Make sure that if you have any special instructions or important information, such as difficult access to your home, make sure you put them in the ‘Special Delivery Instructions’ box. You will also have to confirm that you have checked that there is sufficient access for delivering your chosen furniture.
If you are in any doubt, refer to the measuring guide section of the website before proceeding.
Once you have completed all the steps, and have checked all your details, click the ‘Send Order’ button to be transferred to our secure payment platform, where you will be asked to complete your payment details.
On completion of your payment, you will receive an onscreen confirmation of your order, as well as an email outlining your order. Please note that orders placed online need to be paid in full at the time of order.
Your order will then be processed by our website team, and you will receive through the post a formal order acknowledgment together with our full customer information folder which contains lots of useful information about your order, such as care instructions and answers to many popular questions.
How can I pay for my online order?
You can pay for your online order by card - we accept Debit Cards (Switch, Electron or Visa).
Alternatively, if you have a PayPal online account, you can use that to pay for your order - simply click the PayPal button at the foot of the shopping basket.
Is it possible for me to change an order placed online?
Once you have placed your order, should you require any alterations to be made, you should contact us as soon as possible via email (click here) or by telephone to 01752 408941.
Please note however that once the goods you have ordered are in production with the manufacturer, cancellation and alteration charges may apply – full details are available in this FAQ section and your customer information folder.
Any merchandise ordered at different times cannot be guaranteed to be an accurate colour match due to variations between batches. In most cases, making changes to an order will affect the delivery lead time quoted at the time the order was placed and will often result in changes to the order value.
How long will my furniture take to arrive?
All of the products featured on our website that are available to purchase online feature a 'delivery estimate' next to them - this is a guide as to how long it is likely to take for us to deliver the goods to you. In many cases, we hold these items in stock at our central distribution centre, but in some cases items ordered may be out of stock due to high demand. If this is the case, then you will be notified via email. Our branch warehouses allocate deliveries to areas on one or more specific days per week. Deliveries are allocated on the basis of remaining spaces available, so it may not always possible to offer you a delivery on the next scheduled day that we are delivering in your area.
Can I check the progress of my order?
If at any time you want to check the progress of your order, please either email us (click here) or call 01752 408941 Monday to Saturday between 9am to 5pm and we will advise you on its progress.
Please have your order number (printed on the postal confirmation that you received) ready so that we can find your order as quickly as possible.
Paying for your Order
When do I have to pay my outstanding balance?
Any outstanding balance on your order must be paid before or at the time of delivery.
Under no circumstances can our delivery staff leave goods unless payment has been made in full.
How can I pay the balance on my order?
You can pay your balance at the time of delivery if you are paying by Debit Card, Switch, Electron, Mastercard or Visa – the delivery staff will process your payment.
Should you wish to pay by Cash or Cheque, for the security of our delivery staff, you will need to visit the store at least 7 days prior to delivery to pay any balance. Please make sure you bring along your order paperwork to make this as trouble free as possible.
What happens about paying the balance if I have an Interest Free Order?
If you have purchased goods on an interest free or interest bearing finance agreement, you will have been requested to pay the deposit and sign the relevant documentation at the time of ordering.
Once we have delivered the goods to your home, these forms will be processed automatically.
The direct debit mandate or standing order instruction in such agreements is likely to commence approximately 1 month after we have delivered your order. You will not normally receive confirmation from the finance company that payments will be starting.
Delivering Your Furniture
How long will my order take to arrive?
At the time you placed your order, you will have been quoted an anticipated delivery timeframe – it is however only an estimate. This is based on information from our suppliers.
Most furniture is delivered to us on time, but occasionally a manufacturer does not keep to their delivery estimate. We monitor all orders and if we become aware that there is a delay to your order, your salesperson will contact you to let you know.
We do not accept orders for special order items where ‘time is the essence of the contract’. If however the delivery date estimate has passed, you have the right to cancel your order, but you must give us a reasonable period (which we deem to be 14 days) in which to complete the delivery before you can cancel the order.
How do you arrange my delivery?
Once your order has been delivered to one of our warehouses, you will be contacted, usually by telephone, to arrange a delivery day. If we are unable to contact you by telephone, we will send a postcard asking you to contact us as soon as possible.
Our warehouses allocate deliveries to areas on one or more specific days per week. Deliveries are allocated on the basis of remaining spaces available, so it may not always possible to offer you a delivery on the next scheduled day that we are delivering in your area.
What if I am not ready to take delivery?
At the time of making your purchase, the salesperson will have quoted you an anticipated delivery time- frame and asked you to sign to confirm if you would take early delivery should your order become available sooner than anticipated.
If you indicated that this was the case, we will store your order without charge for 14 days from first notification of it being available for delivery. This can be increased to 28 days if we receive full settlement of any outstanding balance. Beyond 28 days, we reserve the right to charge for storage.
Should you have indicated that you would not be able to accept delivery earlier than the anticipated date, we will store your order without charge for 14 days from the anticipated delivery date quoted when the order was placed. This can be increased to 28 days if we receive full settlement of any outstanding balance. Beyond 28 days, we reserve the right to charge for storage.
What time will you deliver my furniture?
When we contact you to arrange delivery, depending on the area being scheduled, we will normally offer either an AM or PM delivery. We route vehicles in the most economical manner, also taking into account known traffic black spots, so it is not normally possible to give a more accurate estimate of the time we will arrive when arranging the delivery.
All our vehicles carry mobile telephones, so if requested, we can contact you en route to advise when we anticipate arriving at your house. Please also bear in mind that despite the best planning, events such traffic accidents, emergency road works or other deliveries completed on our way to you that take longer than planned, can lead to delays.
In these cases, we will always do our best to advise you of a revised anticipated time that we will reach you.
Should you have indicated that you would not be able to accept delivery earlier than the anticipated date, we will store your order without charge for 14 days from the anticipated delivery date quoted when the order was placed. This can be increased to 28 days if we receive full settlement of any outstanding balance. Beyond 28 days, we reserve the right to charge for storage.
What do I need to do before delivery?
It is your responsibility to ensure that the access to the room where you wish your order delivered is adequate for the goods you have ordered. We suggest that you use the measuring guide to check the access and let us know as soon as possible if you think that there may be a problem. We do offer a Special Delivery Service for properties with particular access problems – see below.
Our delivery staff cannot be held responsible for minor damage caused while effecting your delivery, where all reasonable care is taken, so please make sure that items of value such as ornaments and pictures are moved before we arrive with your furniture.
It is your responsibility to protect existing floorcoverings and furnishings during the delivery. This is important, as any protective packaging on your furniture may have become soiled by particulates, especially during transit.
For further details on access and checking that your furniture will fit, please see the enclosed sheets.
Do you offer a special delivery service?
Where there may be significant problems with delivering your order to your property, perhaps due to the need to deliver over a balcony or high walls for example, we do offer a Special Delivery service. Subject to an initial survey and assessment by one of our special delivery team, prices for special delivery start from £25. This will rise dependent on any additional specialist equipment that has to be hired and the time taken to complete the delivery.
If you feel that access may be a problem, please advise us before we arrange delivery, so that a survey can be arranged.
What can I expect when you deliver my furniture?
Depending on whether you ordered in one of our stores or through our online shop, at the time of purchase you will have selected our Standard Delivery Service or our Deluxe Delivery Service. Both these services deliver to any accessible room of your choice in Devon & Cornwall, without the need for our staff to remove windows or doors.
When our delivery staff arrive, they will ask to be shown the room where you want your order placed. They will make an assessment of the route and advise of any anticipated difficulty and will attempt a delivery. At any time when it appears likely that damage will be caused to either the product or your home, they will stop and discuss the situation with you. Should you then wish them to make further efforts, you will be asked to sign a disclaimer and we will not accept any claim for minor damage to product or décor.
Please make every effort to remove any items that impede access to your chosen room, particularly valuable items such as ornaments and anything hung on walls.
If you are unable to be present during the delivery, please make sure that anyone acting on your behalf knows where you wish to have your order placed and is aware of any potential access problems.
For orders where ‘deluxe delivery’ was purchased, our staff will unwrap, assemble and leave ready for use all applicable items, including removal of all packaging. For all other orders, your order will be left in any manufacturers’ packaging for you to unwrap – disposal of the packaging will be your responsibility.
Checking Your Furniture
Should I check my order before the delivery team leave?
When our staff have completed the delivery, they will ask you (or your representative) to sign to confirm that the order has been received in good condition – so please take time to inspect all items when they are delivered.
If you have cause for dissatisfaction, make this known to the delivery staff and ensure that your comments are recorded on their delivery note and daily report.
Should you notice any problems once the delivery crew have left, you should report them to the store from which you made your purchase within 3 days. Failure to do so may result in the loss of your right to reject the goods.
What will you take away?
Our disposal service is offered on the understanding that our delivery crews will take away on a like for like basis. For example, if we are delivering an upholstery group, we will take away an upholstery group. A charge is made for each product group.
Our delivery staff are authorised to decline this service where items are heavily soiled or wet and likely to contaminate other product on the vehicle or cause injury to staff. In such cases, any disposal charges already paid will be refunded.
Caring For Your Furniture
How should I look after my furniture?
The Customer Services page of this website gives a comprehensive set of care instructions, explaining how each different type of product needs to be looked after to keep it in the best possible condition. If you are unsure which sections of the care instructions are relevant to your furniture, please contact your salesperson who will guide you through them.
It is a condition of our guarantee that the care instructions issued at the time of placing your order are followed. Failure to do so may invalidate your guarantee.
Cancellations & Refunds
What if I want to cancel my order?
For items ordered online (different conditions apply for instore purchases – please contact the store from which you made your purchase), you are entitled to a statutory cooling-off period beginning from the date you place your order and ending 7 working days after you received the goods. Certain goods are exempt from this cooling-off period – i.e. mattresses which have been taken out of their sealed packaging in which it was delivered, and special order or bespoke items ordered.
To cancel an order within this period, you must inform us in writing during the cooling off period that you are cancelling the contract (e-mails to enquiries@fairwayfurniture.co.uk are acceptable). If you have not received the goods at the time of cancellation of the contract, and no delivery processing arrangements have been carried out, we will refund to you all amounts paid by you for the goods in question (including any delivery charges) in the same form of payment originally used for the purchase. This will be done as soon as possible, and no later than 30 days after our cancellation acceptance.
If you have not received the goods at the time of cancellation of the contract, but we have processed the goods for delivery, and they are already on a vehicle to you, you must not unpack the goods when they are received by you. You are the owner of the goods once they have been delivered to you and you are liable for their loss or destruction. The goods must be returned to us as soon as possible (contact number detailed on the Contact Us page). We will refund to you all amounts paid by you for the goods in question, excluding the cost of collection of the goods, in the same form of payment originally used at time of purchase. This will be done as soon as possible, and no later than 30 days after our cancellation acceptance.
If you have received the goods at the time of cancellation of the contract, the goods must be returned to us as soon as possible (contact number on the Contact Us page). You are the owner of the goods once they have been delivered to you and you are liable for their loss or destruction. The goods must be returned to us as soon as possible. We will refund to you all amounts paid by you for the goods in question, excluding the cost of collection of the goods, in the same form of payment originally used. This will be done as soon as possible, and no later than 30 days after our cancellation acceptance, provided that the goods are returned by you and received by us in the condition that they were in when delivered to you.
Failure to return the goods to us means we will be entitled to deduct the direct costs of recovering the goods from the amount to be refunded to you.
What if I want to cancel my order before delivery?
Occasionally, circumstances change which mean that you may no longer be able to proceed with your order and we always try and be as understanding as possible.
The majority of the furniture we supply is ‘made-to-order’ and, as a result, once it is in production we are unable to cancel your order with the manufacturer. Dependent on the products that you wish to cancel, we can sometimes accept a cancellation without charge to you.
Where the products are of bespoke manufacture and already in production however, it is unlikely that we will be able to accept a cancellation. In these cases, we normally make a charge of the deposit paid on the order, but in some cases the charge may be up to 25% of the order value. This is to cover our administrative, re-stocking and re-sale costs.
What if my furniture will not fit into my home?
Occasionally, circumstances change which mean that you may no longer be able to proceed with your order and we always try and be as understanding as possible.
The majority of the furniture we supply is ‘made-to-order’ and, as a result, once it is in production we are unable to cancel your order with the manufacturer. Dependent on the products that you wish to cancel, we can sometimes accept a cancellation without charge to you.
Where the products are of bespoke manufacture and already in production however, it is unlikely that we will be able to accept a cancellation. In these cases, we normally make a charge of the deposit paid on the order, but in some cases the charge may be up to 25% of the order value. This is to cover our administrative, re-stocking and re-sale costs.
It is strongly recommended that you use the enclosed leaflet to check that the items on your order fit into your home. We cannot accept responsibility should you order items that will not go into your home.
In these cases, we may be able to take your item(s) back into stock, but this would be subject to a restocking fee dependent on their saleability and whether you are prepared to reselect to alternative products.
Restocking:
Item(s) of bespoke manufacture
20% of item(s) value on reselection to item(s) of similar value
25% of item(s) value with no reselection
Stock Items
£25-£50 (dependent on items) to cover handling, administration and transport costs.
If at the time you place your order or shortly after, you have concerns regarding access, it may be possible for our delivery staff to call and carry out a “dry run” with the display item.
Charges for this service start at £30 depending on location and product. This charge is automatically deducted from any subsequent refund of your deposit, at the time of cancellation, should access prove impossible. Remember we cannot accept a cancellation once your order is in production.
What if I do not like my furniture when it has been delivered?
If you find yourself in this position, you must tell us immediately – we will be as understanding and sympathetic as possible. Providing the items are unused, we can normally agree to restock them subject to a restocking fee of between 20% and 25%, depending on the saleability of the item(s).
Unfortunately, we cannot consider restocking any items that have been used.
Customer Service
What do I do if I want to raise a service issue?
Whether you have purchased furniture from your nearest Fairway Furniture store, or have ordered your furniture online, we want to make sure that you receive the highest levels of customer service. From time to time, problems occur and we always do our best to resolve these issues as quickly as possible.
If you wish to raise a service issue, please contact your nearest store (details can be found through the store locator on this site) direct who will do their best to resolve your problem as quickly as possible.
Fairway Furniture is also a full member of The Furniture Ombudsman, an independent consumer body which specialises in providing Alternative Dispute Resolution (ADR) solutions for consumers of the furniture, home improvement and floor coverings industry. In exceptional circumstances,The Furniture Ombudsman offers an independent low-cost means of resolving complaints against retailers who are supporters of The Furniture Ombudsman, as an alternative to the County Court. As part of our membership contract, we agree to accept the decisions made by the Ombudsman.
If we haven’t answered your question above, get in touch with us and we’ll do our best to give you the information you need.
