FAQ - Frequently Asked Questions

Have a question to ask us? Here are some of our most common questions received, you might find your answer here. If your question isn't answered here, then please contact us by email or telephone on 0845 409 5090 10am-5pm Monday-Friday.

Do you have any brochures you can send me?
Brochures and catalogues are expensive to produce; we would have to pass the cost on in our prices and they would be out of date as soon as they were published. Our store is updated daily with the most up-to-date information and prices. However we do have limited supplies of manufacturers brochures for selected ranges, plus we can send large printed images with full details if required, simply check out our free brochure service.

Do you have a showroom?
We have over 2500 products to offer, and to have products on display we would need somewhere the size of Wembley Stadium to put them on display! We are moving into large suitable premises mid-2009 where we will have a great deal on display, until which time we have relocated into alternative premises in Castleford (near the bus station). We don't currently have what you might call a showroom, but we do have a small showroom area within our premises. We also take into consideration the fact that over 80% of our orders are south of Luton and order online. To keep overheads to a minimum, we try to have a couple of items from each range within our limited space, so that you can see the quality & finish. We would therefore recommend contacting us (01977 552078) to check we have your required range on display.

Is eveything on display in your showroom?
No. To do this would be a massive cost, which any retailer would have to pass on in prices. When we do have a showroom we try to have a couple of items from most of our ranges on display so that you can see the quality and finish of our ranges. We therefore recommend contacting us prior to your visit to ensure that we have something on display from the range(s) you may be interested in.

How do I know if items are in stock?  Can't you offer 'live stock updates'?
Our online store has over 2,500 products, from approximately 15 different suppliers/importers.  We only hold selected lines, holding stock isn't usually necessary as we receive weekly deliveries from our suppliers.  Because of this and the fact that our suppliers do not provide live stock levels, we cannot provide this service.  If you do wish to check stock status of an item, please email or telephone us (quoting item codes) and we will confirm.  If you place an order without checking stock beforehand, remember we check stock availability of products on receipt of orders prior to processing any payment, we also email to confirm and you can log into your order to check also.

Do you send wood/material samples?
Yes, we can send colour block samples for some of our ranges, also we can send swatch samples for most materials, simply email us with your requirements, and please include your name & address. Within the text of any product, look for a 'colour block request' link, or use the 'product query' on the left of product text.

Do you still offer a 'Price Promise'?
We regularly review our prices to ensure we offer the best possible deals.  With nearly 3,000 products this isn't easy, and sometimes we require customers to let us know if they found it cheaper.  If you do find our products cheaper elsewhere, please let us know - email us with links and we'll see what we can do.  We would point out there is an ever-increasing number of internet-only retailers (some based from their bedrooms!) who simply send items via a carrier (who tend to leave your goods at the bottom of a garden), and therefore offer goods at lower prices. These companies do not provide any level of service, and some disappear within weeks or months. We deliver most orders ourselves, and absolutely everything we sell is or can be supplied assembled in your home. Our 'white glove' delivery service means that you are given an estimated time slot (eg 1pm-2pm), a contact number for our delivery team, delivery team will remove their shoes if requested, items are brought into your room(s) of choice, completely unpackaged, fully assembled (including wardrobes & beds, where required), and packaging is removed. We use 2-man teams (at no extra cost), which is more convenient for most customers. We realise that customers 'shop around' but we urge anyone doing so to look at the service offered, not just the price.

Will you be able to get this wardrobe/large item in my home? This wardrobe is too big to fit in.
Although of solid construction, all wardrobes and beds on our online store are designed to be disassembled, so that they can be taken into your home in sections, and they will be fully installed in your room(s) of choice by our delivery team. Please note: some larger wardrobes may contain larger parts which are inaccessible via narrow/winding stairs or low beams/ceilings at the bottom of stairs, please check with us prior to ordering.

What payment methods do you accept?
We accept payment by major credit cards (visa & mastercard) and debit cards (switch, solo, maestro & visa electron), we also accept JCB cards, cheques and Postal Orders, and electronic payments through PayPal*. In addition to cash, these options are also available upon delivery to pay the balance due.

Is buying online secure? Are my details safe?
Yes, at unitedinteriors.co.uk we use 128-bit secure servers to protect all your details, making it a safe & secure environment to shop. No emails are sent to or from us with confidential data, and once processed, all card details are deleted. We do not pass any details whatsoever to any third party, and we do not send junk email ('spam').

Why can't I place on order over the telephone?
We have had instances of customers placing orders (some of high value) over the telephone then upon delivery claiming goods received were not as ordered, to avoid this we now ask customers to place orders themselves.  If you have any difficulty with this, then you can email us with a list of item you wish to purchase (including item codes & finishes), we will then accept your email as confirmation and we will then be able to take your order over the telephone.

Can I have my goods delivered to a different address?
Yes, we currently allow orders for delivery to an address that is different to the billing address.  PLEASE NOTE: when we process card payments, we are informed if the billing address matches the card details entered.  The billing address you enter must match that of the card that you use for payment, due to fraud prevention measures we may decline orders where they do not match.

Why do you need my email address?
When an order is placed, a confirmation email is sent confirming your order, including order number, this email contains important information about what happens after your order is placed, and includes information on timescales and cancellation procedures, plus a contact number for our delivery team.  We do respect your privacy and if requested once your order is complete we will be happy to delete it and remove it from our records, under no circumstances will we pass your email address to any third party.

Is there VAT or delivery charges on top of your prices?
For your convenience, all prices are inclusive of any applicable VAT, and delivery charges are shown at the checkout stage. Our delivery charges start at £24.99 (lower for accessories, lighting & small items), around half that of our competitors who offer 'kerbside deliveries.'.

I'm quite nervous about buying online, how can you help?
We are an established business and we have been trading from our Leeds showroom (formerly as United Pine) for over six years. Unlike many so-called retailers, we really do know about furniture, having previously been a manufacturer of pine furniture ourselves. We offer a choice of 20% or 50% deposit on your purchase (with the balance on delivery) so you don't have to pay in full (please note: we do not charge for this option). Secondly, for those people who don't want to enter their credit/debit card details online, we offer the facility for you to indicate a daytime telephone number for us to process your payment over the telephone, you can also pay by cheque/Postal Order or Bank Transfer. Thirdly, we are so confident that we provide the best quality goods that we offer a no-quibble satisfaction guarantee whereby if within 30 days of your purchase you decide you are not entirely happy, we can collect unwanted purchases and offer a refund. Limited exclusions apply, contact us for more details.

Can I cancel my order once it is placed?
Yes, we abide by distance selling laws which guarantee you a 7-day 'cooling off' period from placing your order, within this time you can cancel your order (at no charge) and receive a full refund of your deposit. If cancellation is made after seven days then at the Manager's discretion a cancellation charge may occur if items(s) ordered have been acquired especially or finished to order (for items from ranges not available in choice of finish, such charges should not occur). Any charge to be applied will be advised in writing or by email, and will be deducted from any refund due. Further to this, you are still covered by our 30-day satisfaction guarantee.

What happens when I have placed my order?
Shortly after placing your order, you will receive an automated email with full confirmation of your order. Within 48 hours of placing your order you will receive a second email confirming acceptance of your order, also availability of goods ordered.  If your order is accepted and goods available, you will then receive an invoice by email PDF (if requested) and by post. Following this, shortly before delivery you will receive an email from us advising an estimated delivery date. Nearer the delivery date itself we will contact you by telephone to arrange your delivery.

Do you offer Free Delivery?
Our standard delivery charge starts at £24.99, which is not only around half that of our competitors but also exceptional value for a 2-man delivery team.  Free Delivery is offered on large orders, to certain areas.

Why can't you deliver to northern areas of Scotland?
For some time we have been sending goods by carrier to what we referred to as 'Norhtern Scotland' however we have recently received an increase in claims for goods 'damaged in transit', and due to lowered prices collecting goods and providing replacements is not viable.  We have therefore had to remove coverage of these areas and can now only deliver to DG,EH,G,KA,ML & TD postcodes.

Can I collect my order from your premises?
Certainly, orders can be collected from our Castleford premises. We will contact you when your goods are ready for collection, we are open 10am-5pm Monday-Friday. Of course no delivery charges would apply.

Can you send my items via a carrier?
For small items up to 30kg (eg wall/plate racks, CD racks etc), we may at our discretion send your item via carrier (various companies used, including CityLink, DHL and XDP). You can specifically request that we send your small item this way, please enquire prior to ordering, we will advise you if this is possible and the estimated delivery cost.

Are there any other options for delivery of small items?
Yes, we are happy to send goods by Collect+.  This is a service where we can send small items (up to 10kg, 50x30x30cm max) at our local drop-off point, and your item is sent to your local collection point (2000+).  You receive an email/SMS to let you know that it's ready to collect, and you have 10 days to do so.  This is particularly useful for avoiding missed deliveries by carriers, you can collect at your lesiure.  With a projected list of over 4,000 locations there's certain to be a location near you!

Where do you deliver to? Do you deliver outside the UK? Do you deliver to Ireland/Northern Ireland or Isle of Wight?
We offer deliver to mainland Britain, deliveries to Scotland are sent by carrier.  We cannot offer delivery to offshore locations due to an increase in claims for goods damaged in transit by carriers. 

How do delivery timescales work?
We deal with various manufacturers throughout the world to offer the best selection of ranges, some of which are made to order, and different suppliers have different lead times. Our standard timescale is 10-14 days for ranges that are supplied boxed with no choice of finish; for ranges that have finish options the timescale is generally 14-21 days. Timescales of up to four weeks are standard throughout the furniture industry, although very few orders would take so long. Please bear in mind that these timescales are based upon information received, supplier/manufacturer delays may occur from time to time. We always endeavour to deliver your order as soon possible.  We also offer express delivery on selected ranges, click here for details.

Will I have to sit in all day waiting for my delivery? Do you deliver at weekends?
We deliver weekdays, where possible we always aim to deliver around the customer's needs, although for smaller items we do ask customers to think about providing a delivery address that is convenient to them and most likely to occupied during the daytime - this could be a neighbour or works address for example. Because we use routing software and satellite navigation, we can usually estimate your delivery time to within an hour, eg 2pm-3pm.  If goods are sent by carrier (we always confirm first) then we cannot offer delivery times and carriers do not "ring ahead."

Will I have to assist with the delivery?
Absolutely not. Where required we always use 2-man teams (at no extra cost), you will not be required to assist in any way.

How do deliveries work? Will my furniture be left in my hallway?
At United Interiors we deliver most orders ourselves using our own transport, so we can ensure that your goods are cared for at all stages. Upon delivery, all items are put in your room(s) of choice, and if requested all packaging is removed. Items that require assembly (wardrobes and beds) are done so on site by our delivery team.

How does your assembly service work? Do I pay for assembly?
We try very hard to provide a high level of service that's hard to find these days. Most of our items & ranges are pre-assembled, with the exception of beds, wardrobes, dining sets and our budget & home assembly ranges. Products state whether assembly is required, and generally will offer assembly options.  If no assembly option is shown then that item will be assembled inclusive of the price shown with the exception of the following items which offer 'home assembly (boxed)' and 'assembled' prices. - Dining sets under £500 - All 'home assembly' ranges, including Ashton, Bellini, Corona, Dynasty and Sol - Glass furniture In short, every item we sell either is, or can be, supplied assembled.

What if my furniture doesn't fit? What guarantee is there on purchases?
Prior to ordering, we would ask that you determine and check your available space for your items, particularly bespoke items. For items to fit in specific places (eg alcoves), please remember to take into account skirting boards etc when providing us with your available measurements. All items carry a manufacturers 12-month warranty, bespoke items are excluded from our satisfaction guarantee and cannot be returned unless they were not made to your specifications.

What if my items are received damaged or there's something missing?
We always care for products during transit and delivery, upon completion of delivery, we would ask that you examine the goods prior to signing your delivery note. We ask that all claims for damages/discrepancies are addressed to our office within 48 hours of delivery - BY EMAIL. We will always do our utmost to rectify any problems.

Can you remove my old furniture?
Unfortunately, because of limited van space and charges that would be made to us, we cannot usually take old furniture, we would recommend contacting local charity shops who collect & retail furniture. If this is not possible then we may be able to take it take your items for no charge, please enquire.

If I am placing a large order, can I get further discount?
From time to time we may offer value-based discounts, these will be shown in the cart and applied at checkout. Additionally, for customers who can visit our showroom, further discounts are often possible.  Due to keen pricing offered, discounts cannot be given on home assembly/budget ranges.

I have already purchased from you, can I get a discount on further orders?
Yes, we periodically email existing customers with discount codes which can be redeemed against further purchases.