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Customer Care

Thank you for visiting Furniture Quality Warehouse. We are committed to offering our customers the highest level of care possible. On this page you will find information to help you make the most of your shopping experience. If you do not find the answer to your particular question below, please feel free to contact us and we will be in touch with you within one working day.

Our regular office hours are 9:30am - 4:30pm Monday - Friday

 

DELIVERY

Please note that it is the Customer's responsibility to inspect all freight for damage and/or carton damage at the time of delivery. These areas of concern must be notated on the delivery receipt. 

Delivery is ground floor only. Please email if you require extra help.

DAMAGED MERCHANDISE

All items are fully insured with the Freight Carrier against damage in transit with the notation of such damage on the delivery receipt. Options are limited in cases when the delivery receipt is not notated with all issues. In the rare event that you receive a damaged item the following steps must be taken:

1.Accept delivery of your complete order.
2.Contact us within 48 hours of delivery so that we can remedy the issue.
3.Any damage to the products or to the boxes must be noted on the delivery receipt.
Having the damaged furniture in your home allows us to remedy the issue quicker and also provides you with furniture to use in the meantime. Grovesnor Furniture will repair to first quality or replace your damaged furniture. Any damage must be reported to us within 48 hrs of delivery.

 

ORDER PROCESSING TIME

Please allow 16-20 weeks from the date of your order for order processing and to receive your shipment tracking number(s). If rare unexpected delays occur, you will be notified immediately.

•Please allow up to 28 days for delivery on Stock Items. 
•Please make us aware of any specific arrangements needed to gain access to your residence.

.Excludes:

•Hanging Wall Mirrors
•Assembling Furniture



PREFERRED METHODS OF PAYMENT

For your convenience we accept VISA, Master Card, Personal/Business Cheques, Paypal , Bank Transfer or Cash.

DEADLINES

Although we at Furniture Quality Warehouse are commited to ensuring any MADE TO ORDER furniture is in our Warehouse before the alloted weeks. Unfortunately, delays that are out of our hands can occasionally occur.  

Furniture Quality Warehouse will be released from any liability to the buyer if performance of the agreement is delayed or prevented by any cause whatsoever beyond our control.

BESPOKE FURNITURE

Furniture Quality Warehouse shall be entitled to suspend or cancel work in progress or delivery to the buyer if payment is not made on the due date. Orders, once placed by the buyer, cannot be cancelled nor products returned for credit, and full payment will be required. Should the client cancel prior to manufacture, a charge of 20% of the order will be required.

An order can be cancelled up to 7 days from the point of order for a full refund of the deposit.

Orders cancelled 7 to 21 days after point of order will be subject to a 20% refund of the deposit placed.

Bespoke orders are made entirely to your specifications and not from stock, once this cancellation period has elapsed it will not be possible to cancel the order or return the furniture after delivery.

All our furniture is individually made. Patterns, carvings  may differ slightly, but will not affect the overall finish and look of the furniture.

 

 

 


MEASUREMENTS

Furniture Quality Warehouse will not be responsible for customers incorrect measurements.

GUARANTEES

The wood we use is mahogany. 

Mahogany is a natural material and may display various marks and characteristics such as knots, cracks, grain variation, colour variations etc. These are natural, and deemed by many, desirable features which demonstrate the individuality of the wood and will not affect the durability or performance of the furniture in any way. As each tree is unique, natural markings vary from tree to tree resulting in some timbers with no markings and others with some. 

Handmade mahogany furniture is unique, as such; colouring and grain patterns will vary from piece to piece, with no two pieces being exactly the same.

Solid mahogany furniture is affected by heat and moisture. A hot dry environment will cause mahogany to shrink, whilst a damp environment will cause it to swell. Knots, cracks, drying shakes and movement are inherent characteristics of natural timber and are not considered a fault in the wood or our workmanship. We cannot be held responsible for movement in your furniture caused by exposure to extremes of temperature, such as next to a radiator or exposed to direct sunlight or by an unnaturally dry atmosphere caused by under-floor heating. Exposure to these changes may cause some shrinking and splitting - which we regret we cannot accept as reason for refund.

Leather is a natural product and each hide used for our upholstered furniture will have its own individual characteristics and natural marks. Differences in the grain, texture and colour may be apparent from one hide to another and even within the same hide. We select only hides of the highest quality but some marking is inevitable and should be accepted as part of the individual appearance of leather furniture.

Growth marks, bites, warble fly marks, scars and creases are common on leather furniture and it is precisely these marks, which distinguish "real" leather from man-made substitutes. None of these characteristics have a weakening effect on the hide. The marks are proof of the natural product.

We cannot offer any guarantees or refunds for furniture that has been damaged due to exposure to sunlight or changes in temperature, furniture that has been dismantled, damaged in transit or warped due to uneven floors after the customer has taken receipt of the goods.

Care has been taken to ensure that all dimension on this website are as accurate as possible.

When furniture has been ordered at different times, we cannot guarantee to match fabrics or other materials.