Delivery
Q: I’m ordering both furniture and homewares. Does this mean I’ll be charged for both deliveries?
A: Absolutely not! If you order furniture (that requires a two-man delivery at £49) and homeware products within the same order you will only be charged for the furniture delivery. Your homeware products will be delivered for FREE!
Q: I’ve ordered some furniture with a delivery lead time of 4 weeks but I’ve also ordered some homeware items. Will both arrive in 4 weeks?
A: No, any homeware items (that require a courier delivery) will be dispatched immediately and will arrive in 3-6 working days. You will be contacted in advance of your furniture delivery by a member of our delivery team so that you can select the next available delivery date.
Q: What happens on the day of my furniture delivery?
A: On the day of delivery we can contact you one hour prior, on a designated contact number before we arrive. To take advantage of this service please call us on 0845 543 0469 and we will inform the relevant distribution centre of this. On arrival, the delivery crew will unwrap and place your furniture in the location of your choice. Where appropriate your furniture will be assembled (excluding flat pack items) and all packaging will be removed and taken away for recycling.
Q: Can I have an order delivered to an address that is different to the one on my credit card?
A: Yes absolutely. Many of our customers regularly use our website to send gifts to friends, family and also use us for corporate gifts. Simply add in a new delivery address option on your account. However, if any furniture items (that require two-man delivery) are being sent to an alternative address, we will need to speak to the homeowner in advance of the delivery to allow them to select an available delivery date.
Q: I’ve ordered multiple items of furniture with different delivery dates. When should I expect to receive them?
A: In general, you should expect to receive all furniture items in one order at the same time. This allows us to keep your delivery charge at £49 as we do not increase your delivery charges when you order multiple furniture items.
Ordering furniture
Q: How safe is shopping online with Sterling Furniture?
A: Unlike the vast majority of online shops on the internet, Sterling Furniture has full PCI DSS Compliance. Without getting overly technical, this means that our site has the highest level of security possible. Our compliance applies to the security & protection of all sensitive customer information including debit and credit cards. A website must go through a rigorous INDEPENDENT audit and undertake a significant investment to attain Tier 1 PCI DSS certification. Due to our certification, you can be totally confident that your data is as safe as possible both throughout and after your shopping visit.
Q: How can I pay for my order?
A: We offer a wide range of options and are happy to accept payment by Visa, Mastercard, Delta, Maestro, Solo and Visa Electron. We are also able to take payment via PayPal and our gift certificates can be redeemed online up to one year after you receive them.
Q: How do I add something to my shopping basket?
A: Every product we sell has is own product detail page that offers a full description along with any key features and all pricing information. If your selected item has colour, size or other options, you will be able to choose your preference in a drop-down menu below the main description. You will also be able to choose the required quantity of each product at this stage. Clicking the ‘ADD TO BASKET’ icon is the next step which will add your choice to your basket.
Q: How do I checkout?
A: Once you’ve selected the all the items you wish to purchase please click the ‘YOUR BASKET’ button. This will present you with a choice to view your basket in more detail or proceed straight to checkout. Before proceeding through checkout you will be prompted to sign in, register or enter your password depending on if this is your first time shopping with us. We have worked to keep the registering and sign-in process as simple as possible but we do take your online security and privacy seriously and so we are careful to ask for account holder information at key stages in your buying process.
Cancellations and returns
Q: What is your returns procedure?
A: Please inform us in writing of any return you would like to make within 7 days of delivery by emailing us at returns@sterlingfurniture.co.uk Please include in your email:
- Your name and address
- Your order number
- A brief explanation of the reason for your return
- Your preferred contact phone number
On receipt of your email, a member of our team will assess your return and will inform you of the quickest and most efficient way for you to return your products. You will be provided with an individual ‘returns code’ so that on receipt of the items we can allocate any refund to you as quickly as possible. Please do not send any returns to us without contacting us first to obtain a ‘return code’ as this will cause a substantial delay in getting any relevant refund to you.
Q: How do I change or cancel an order before delivery?
A: If you would like to change or cancel an online order before delivery has taken place please contact a member of our team by either email at cancellations@sterlingfurniture.co.uk or on 0845 543 0469 any time between 9.30am and 5.30pm, Monday to Friday.
