Sesam Street 323b, 4010, Norway
We’re open Monday – Friday, 8 a.m. – 7:30 p.m. EST
Frequently Asked Questions
Please read our FAQ before sending us a message.
How secure is the Online Shop? Is my data protected?
Your financial security is paramount to us, that is why we use Sagepay, which is our nominated payment gateway provider. You are able to buy any of our products using any of the major debit and credit cards presented in the footnote of our website. All of our transactions are processed live online using a Highly Secure SSL web server and payment gateway provided by Sagepay. Using Sagepay you can be confident that your card details are processed securely and correctly through the world's most respected online credit card payment gateways.
Which payment methods are accepted in the Online Shop?
UK Buyer PaymentFor UK buyers, we accept cash on collection or delivery; cheque, credit card, BACS (free bank to bank transfer) or PayPal. Payment is requested within 10 days of the sale. Payment must be cleared before the items are collected or delivered.
International Buyer PaymentWe only accept payment by bank / wire transfer for international purchases. We do not accept payment via PayPal or debit/credit card for international purchases. Payment is requested within 10 days of purchase. Payment must be cleared before the items are collected or delivered to our shippers. The advertised price of our items does not include the shipping cost, sales tax, import duty or custom fees. We also offer flexible payment terms, on request, whereby international customers may pay (with interest free) installments over several months / over a layaway period. In order to understand more about international shipping process, please click here.
What are the UK delivery charges for orders from the Online Shop?
We offer free delivery to mainland England, Wales, and Southern Scotland (anywhere south of Stirling). We do not offer free delivery to locations north of Stirling in Scotland, Northern Ireland, or any British Islands off the mainland; for example, the Isle of Man, Isle of White and Channel Islands. If you live in one of the areas where we do not offer free delivery, please contact us for a delivery quote before purchasing the item. Delivery will be made by our specialised antique furniture delivery service, or in some cases we will use a courier service for distant deliveries. Delivery times are usually 1-4 weeks depending on location; we aim to deliver the majority of items within 2 weeks. All items are professionally packaged and fully insured in transit, therefore, we can assure you, your items will be securely protected in transit and arrive safely with you. Once you have purchased an item, we will contact you be email and/or telephone and provide you with a provisional delivery date, in order for you to confirm if it is suitable for you. Once you have confirmed you can accept delivery on the provisional delivery date, we will book the delivery in with our shippers and it then becomes a confirmed delivery date. We will also provide you with our shippers’ contact details, in case you need to contact the driver on the day of delivery. It’s helpful if you can provide us with both the landline and mobile telephone number, in case the driver cannot reach you on one of the numbers on the day of delivery, they can contact you on your alternative number. In order to be able to offer you free delivery, it is based on a 1 man delivery only. For any large items that require 2 people to lift the item, we ask that you are available at the time of delivery to be able to give our shipper a lift off the van and into your house with the item. If you are not able to lift items yourself, we ask that you have someone on hand at the time of delivery to assist our shipper with lifting the item.
Do I receive an invoice for my order?
If you have purchased via the website, you will receive a confirmation email from us detailing the following:
- The item purchased
- Payment method
- Total invoice amount
- Your name and telephone contact details (we need this in order to deliver the item to you)
- Your delivery address (we need this in order to deliver the item to you)
- Your billing address (if different to the shipping address)
What exactly happens after ordering?
Once the order has been placed (whether online or via email or the phone), we will then telephone you to agree an appropriate delivery date, that is convenient for you.
How much does it cost to ship items internationally?
The cost of shipping items internationally varies depending on the size of the item, the delivery address and the mode of transport used (e.g. road, sea or air). It also depends on whether you want the item crating (e.g. a wooden crate building to hold the item) or whether you are happy to have the item "export wrapped" (e.g. the item is wrapped in foam and cardboard). If the item is air freighted, the item must be crated. If the item is sea freighted, both packing options are available to you. Crating costs more than export wrapping. In order to understand the international shipping costs, please click here.
How long does it take to deliver within the UK?
Delivery times are usually 1-4 weeks depending on location; we aim to deliver the majority of items within 2 weeks. All items are professionally packaged and fully insured in transit, therefore, we can assure you, your items will be securely protected in transit and arrive safely with you. If you would like to know more about the UK delivery process, please click here.
How long does it take to ship items internationally?
Shipping timescales will depend on whether the item is air or sea freighted. Sending items via air freight is much quicker, but it generally costs more to ship items this way. Sending items via sea freight takes longer, but it is generally the most economical way of shipping. Typical air freight lead times, from the point of dispatch from our premises, is on average 2-4 weeks (subject to customs delays). Typical sea freight timescales, from the point of dispatch from our premises, is on average 10 - 14 weeks (subject to customs delays). In order to understand more about international shipping process, please click here.
If I'm a UK customer and I want to return the item, what happens?
Free 14 Days UK Returns & RefundsA free 14-day “no quibble” returns policy (from the date you receive the item) is available if you are not happy with this item. We will collect the team free of charge from you (we do not charge a return fee/ collection fee). You will be given a full refund, as long as the item is returned to us in the same condition. We will collect returns using our own specialist antique furniture delivery service. We do not accept returns via a courier service (due to the experience of damaged items in transit). This refund policy only applies to deliveries to the UK. We are not able to offer a returns policy on mattresses (for hygienic reasons). Therefore, please ensure you have checked that you are ordering the correct size and specification of mattress, before placing your order.
If I'm an international customer and I want to return the item, what happens?
Due to the distances and costs involved with shipping outside the UK, it is not possible to return the items back to us in the UK; therefore a returns policy is not available for international buyers. Before place your order(s) please make sure this is the item for you. Please measure the space where you are planning to put the item. If it’s a bed, please ensure you have sufficient ceiling height to accommodate the bed! We will always provide a clear full description, including a condition report and detailed photos of the item that you are purchasing in order that you are fully aware of the item and its condition. We want to make sure you happy with your purchase and the service we have provided. We hope that would like to purchase again from us in the future, or recommend us to friends and family! In order to understand more about international shipping process, please click here.
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