Frequently Asked Questions

Ivy House Furniture has been trading since 1998 and was one of the first online furniture retailers. We have a wealth of experience meaning you can be assured of a professional service.

General	Contacting Us How secure is my personal information?
Payment	Payment Methods What is the 'Buy Now, Pay Later' finance option? Do you offer a money back guarantee?
Delivery	Who delivers my order? When can I expect delivery of my order? How will my order be delivered? Is there a charge for delivery? Can you deliver to an alternate address? Is the furniture assembled when delivered? What is your 'White Glove Service'? Getting a third party to assemble my furniture Can I collect my order? Taking your order abroad? Countries of Trading
Damages/Returns	How do I report a damage/fault? How will my fault be resolved? What information do you require? What if I am not going to unpack my order for a while? My furniture wobbles
Miscellaneous Questions	Bulk Orders Do you have printed Catalogues? Can I get Fabric and Leather Samples?
Furniture Care	Removing stains and marks from fabric Wooden furniture Leather Care

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Q. How do I contact you?

1StopFurniture is run and owned by Ivy House Furniture Ltd Melbourne Airfield Ind Est, Seaton Ross, York. YO42 4NF Telephone: 01759 319363 Fax: 01759 319364 Email us: sales@1stopfurniture.co.uk Office hours: Monday-Friday 9:15am - 4:00pm Our shop staff can also help with sales enquiries Telephone: 01759 301200 Shop Hours: Mon-Sat 9:30-5:00pm (Early closing Tues & Thurs 3:00pm). Sun 11:00am-3:00pm

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Q. How do I pay?

Payment can be made using one of the following methods. We accept:- Most major credit/debit cards (including Visa, Mastercard, Switch, Delta) Cheques (please make out to Ivy House Furniture Ltd and allow time for clearance) Bank Transfer Finance option also available (with a 25% deposit using one of the methods above) Cash on delivery. Please note that if this option is selected, payment MUST be in pound notes. We CANNOT accept a cheque on day of delivery. As most orders are completed within 30 days of placing, we require the full payment at time of order. Cheques must be cleared before an order can be processed. All funds MUST be cleared before delivery.

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Q. What is the 'Buy Now, Pay Later' - 6 months deferred credit finance option

On all orders over £300, a finance option is available. Pay a 10% deposit on the order and (subject to acceptance) you don't have to pay anything more for 6 months. See our Finance Page for more information (Normal credit terms apply and acceptance is subject to the standard credit checks.)

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Q. Do you offer a money back guarantee?

YES. If you don't like the product for any reason, simply notify us in writing within 7 days of receipt either by email (to returns@1stopfurniture.co.uk) or write to us. As long as the order is returned in the same condition it was delivered in, in it's original and unused condition and in its original packaging and we will refund the full purchase price of the goods. If you wish us to collect the goods you will be charged the direct cost of collection. NB: Upholstery and beds are excluded from this offer due to health issues associated with product use. Also we regret that special order non-standard/stock items are excluded from this offer.

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Q. Who will deliver my order?

To ensure you get the best possible delivery of the goods you purchase, we use our own vans and our own highly trained, professional delivery drivers for most deliveries. This reduces the handling of the goods and ensures your order is handled correctly. A lot of Internet companies use national carriers but it has been our experience that this involves the goods being loaded and unloaded on vehicles multiple times and this vastly increases the chances of items being damaged. We occasionally use overnight carriers such as Parcelforce or Nightfreight but this is only for small items that are packages appropriately for this type of service.

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Q. When can I expect delivery of my order?

Items that are marked as 'In Stock' will usually be delivered to most areas of the UK within 7-10 working days, (often much quicker). Otherwise the leadtimes for delivery are indicated in the 'Fact File' on each product page. Please Note: The stock status changes daily. Please allow an extra week for delivery if the delivery address is at the extremes of the country (eg. Cornwall)

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Q. How will my order be delivered?

Below details the delivery stages. Delivery of your order will be booked with you at least 48 hours before hand. No goods will be delivered without a prior booking. It is important to supply as many contact numbers as possible. No contact details are shared with any other company (unless third party delivery is required). (Please see our Privacy Policy for more information.) Whilst it is not possible to pre-specify a particular day of the week for delivery, we do strive to reduce the inconvenience by providing you the date and a 3 hour time slot so you do not have to wait in all day, and our drivers can also ring a mobile or a works number at a specified period prior to actual delivery (such as 1 hour), so there is the minumum of inconvenience to you. We use our own delivery staff that are highly trained and dedicated to providing a great service to our customers. Most orders will be delivered on a two-man service and will be placed boxed in the room of your choice. Unless otherwise specified, it will be assumed that lounge and dining room furniture will be delivered to a ground floor location of your choice and bedroom furniture to a first floor location of your choice. Issues with access such as narrow drives, restricted parking etc. must be notified with us prior to delivery, along with any issues that would stop the driver using a barrow (such as steps) to your property. It is the customer's responsibility to remove any fragile items in advance of delivery. The customer will be asked to sign the Proof of Delivery note. Fully comprehensive insurance at all stages is in operation. An additional delivery charge may be incurred if the buyer fails to take delivery once it has been booked, if reasonable notice is not provided.

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Q. Is there a charge for delivery?

Delivery charges are per order and not for each item. Orders with goods totalling over £300.00 - FREE DELIVERY * Orders with goods totalling under £300.00 - Delivery charge for order = £15 * With the exception of orders for fabric cleaners (soley) which are charged at £1.95 *. * This covers the cost of delivery anywhere within the mainland UK (except to PA, PH, DD, IV, AB, KW and TR, PL, TQ, EX postcodes), but does not cover delivery to Ireland, Isle of Wight, the Channel Islands or any of the Scottish Isles. For delivery prices to these locations, please phone or email us. A separate delivery charge is applied on smaller orders so we can provide the best prices to our customers. If we didn't, we would have to build the delivery cost into the price of each product (under £300). That is fine if you are only buying one product but, for multiple purchases, you would effectively be paying for multiple deliveries. By charging a separate delivery cost, we believe that we can offer the best value for money to all our customers. Larger orders do cost us more to deliver.

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Q. Can you deliver to an alternate address?

We are able to deliver to an address other than the billing address in certain circumstances. If the order is being paid for by cheque or cash on delivery no further checks are required. If the order is being paid for by credit/debit card then a security check is performed before delivery. A small amount between £1-10 is initially debited from the credit/debit card and the customer is asked to confirm the exact amount debited. Once this is confirmed, the remaining balance is debited and the order is processed. This allows us to confirm that the person placing the order is actually the card holder and has access to the account details. If the order is being paid for on finance, then the customer must be resident at the delivery address at the time of delivery. If at time of placing the order, the customer has not yet moved to the delivery address, you will be contacted to provide additional proof of current residence.

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Q. Will my furniture be assembled?

Whether a product is delivered assembled or not is indicated in the 'Fact File' on each product page. As part of our normal delivery service we do not unbox or assemble furniture at the delivery address as this adds a lot of time to the delivery process. Also boxes are not removed as (in the unlikely event) they may be required if the goods are not required or damaged so they can be returned safely. Products that are shown as 'Assembled' will be delivered fully assembled however there may be some minimal work involving positioning of shelves for you to do. Beds - Single divan beds are delivered in 2 parts (base and mattress). All larger divans have the base in 2 halves that just hook together so assembly takes minutes. Wooden bedsteads are all in a 'knocked-down' form suitable for transport. This typically means that the headboard and footend are fully assembled but the siderails will need attaching along with the slats. Tables - all dining tables and occasional tables (unless specified) will be delivered knocked-down. Generally all that is required for assembly is to attached the legs, however some extending tables may need some additional assembly. Chairs - some chairs are fully assembled and some are delivered knocked-down. If you have any specific questions on the product you are interested in, please email or call our office and we will be happy to clarify. Cabinets - some cabinets/chests are fully assembled and some are delivered knocked-down. The 'Fact File' indicates the state the goods are delivered in. Please ensure there is sufficient access for assembled or large framed items from point of entry into the property to the final destination. In particular, low ceilings and tight corners.

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Q. What is your 'White Glove Service'?

Ordering online provides a relaxed method of shopping. Our 'White Glove Service' provides an equally relaxed way of receiving your order. We offer this service on all our orders but there is an additional charge. We do not have a set price as the amount of assembly varies from product to product. Unpacking of your order - All goods are unpacked. Assembly of all items - all non-assembled items will be assembled and positioned in the room of choice as directed by the customer. Removal of all packaging - all packaging will be removed from your home and recycled. Due to the time constraints on our delivery runs and the space needed to take away packaging, the 'White Glove Service' should be requested as early as possible in the ordering process.

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Q. Getting furniture assembled by a third party

You may decide to get a local tradesman or friend to assemble any flat-packed furniture for you. Here are our recommendations to consider: Don't book the assembly on the same day as delivery. We strongly recommend that you check that you have received all peices (including fittings and instructions) and that all parts are undamaged before calling out a tradesman to build. This will guarantee that you are not charged for multiple call-outs. Instruct the tradesman to inform you of any damage that they discover before starting to assemble, in case you have missed something. It is not uncommon for a tradesman to blame the product when they have built incorrectly or drilled too far. Most assembly instructions will state you should not use power tools such as electric screwdrivers. If they are used (at the assembler's discretion), the final tightening MUST be done by a hand tool to prevent over-screwing or stripping of the threads. Ask about our assembly service. In most cases, we can pre-assemble cabinets in advance of delivery. Please note: this service is chargeable.

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Q. Can I collect my order?

All orders are held centrally at our main office and warehouse address near Seaton Ross, York. Customer Collections: Customers can collect in stock items from our warehouse during normal working hours. Credit card payments would be taken on-site and NOT over the telephone. Third-party Collections: On orders where a thid party is making the collection, security procedures that are described under Delivery to an Alternate Delivery Address apply.

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Q. Taking your order abroad

If you are buying furniture that you are then going to have sent abroad (generally to a holiday home), it can be a nightmare to organise the timing of the order and damages are a real worry.. How can Ivy House Furniture help you? Leadtimes keep slipping on build of new holiday home? Once your order is all in stock it can be stored (as long as full payment is made) until you are ready to take delivery at your onward carrier. Delivery to most areas of the UK can usually be done within 7-10 working days of notification that your are ready for the order. What about damages? We can inspect the whole order (there is usually a charge for this service) at our warehouse to ensure all items are in perfect condition. We can also photograph the order both packed and unpacked so you have proof of state of goods before they were delivered to your onward carrier. Where appropriate, extra packaging may be applied but this depends on the product. All parts of the order will be labelled clearly with your final destination address as well as your carrier's address. All orders placed within the UK must be charged VAT, however if you are exporting those goods it may be possible to claim back the VAT after export. Regarding questions on VAT and whether it is possible to claim it back on goods being taken abroad, please refer to the HM Revenue & Customers website. (Doing a search for "vat export" will provide a link to 'Import and Export' information.) At time of writing, all orders being exported within the EC are not eligible to re-claim VAT.

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Q. Countries of Trading

At present, only orders within the UK can be processed automatically. If you are resident outside the UK, please email us with details of the product(s) you are interested in ordering. We can deliver goods to a port of your choosing if you can arrange onward delivery from there. Please note that Warranties are not valid outside the UK.

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Q. How do I report a damage/fault?

Whilst we strive to ensure that the products sold are of the highest quality, occasionally goods are delivered damaged. We do not check goods at our warehouse before delivery as standard as most items are extremely well packaged and disturbing this packing can result in weakening the protective packaging. You can make us aware of an issue by telephone but we will also require written confirmation of the problem. Simply inform us in writing, either by email (to service@1stopfurniture.co.uk) or post within 7 days of receipt. Please retain all packaging until you are completely satisfied with your order. Photograph(s) of the issue may be requested.

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Q. How will my fault be resolved?

Typically, resolution will be one of the following: Cancellation of part or all of the order. In this case you must retain all parts and packaging and make the goods available for collection in the state they were delivered. We reserve the right to refuse returns or to charge you our fees and expenses if the product is received other than in accordance with these requirements. Exchange of the damaged item or part as applicable, free of charge. Again all relevant packaging must be retained and the returning item repackaged as it was delivered. Please note: Where items are delivered flat-packed, we usually exchange just the part and not the entire product. Please do not assemble flat-packed items until the damage has been reported and a resolution agreed as we are unlikely to accept return of these items once assembled. Discount to keep the order (if one can be agreed with both parties).

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Q. What information do you require when reporting a fault?

Providing a clear description of the problem as early in the reporting process as possible will help us in resolving your issue as quickly as possible. For pre-assembled furniture, provide the name of the product, batch number (this can usually be found on the external packaging or on the back/underneath of the furniture), extent of damage and where on the item the damage is located. We will request you to specify the location when you are facing the furniture. Eg. on left hand facing rear leg of cabinet. For flat-packed furniture, provide the name of the product, batch number (this can usually be found on the external packaging), a description of the part along with any approriate part number. These can usually be obtained from the assembly instructions. Also a description of the damage/fault and the location on the part. Would you accept a discount or do you require a replacement? It is worth considering this when reporting an issue. We strive to ensure that all our products meet the quality expectations of our customers. On the occasion where an item has minor damage to an area that isn't immediately visible you may be happy to accept a discount. You will be asked to provide photographs of the issue. It is helpful to take at least one of the issue from a distance and then several close up (usung the macro function on your digital camera).

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Q. I am not unpacking my furniture order for a while. What do I do if something is damaged?

We can only respond to damages that are reported within 7 days of delivery. This is due to the reporting constraints our suppliers place on us. Obviously manufacturing faults are covered for up to 1 year after delivery. If you are not going to be using the furniture for several weeks after delivery, we strongly recommend that you check the major items for damage.

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Q. My furniture wobbles

While this is not a major issue, the report that an item of furniture wobbles occurs enough that it is worth mentioning here. In most circumstances, the furniture in question is situated on a hard/wooden floor and can be attributed to the floor being uneven. We recommend that 'wobbly' furniture is initially moved around 90 degrees to assertain if the fault remains in the same place. 'Wobbly' chairs - firstly, we only recognise a fault with a chair that 'wobbles' when it is sat on. For flat-packed chairs that 'wobble' after you have assembled, see our recommendations on building a level chair. Atlantis Range - granite insert 'wobbles/rocks'. Again, a wobbly insert can be attributed to an uneven floor, even if the cabinet does not wobble itself. An uneven floor can result in the table or cabinet frame being twisted slightly. Try moving the furniture to a number of different locations in your room to determine if the fault remains the same. If the furniture has more than one peice of granite, also try swapping around the granite peices to determine if the problem lies with one peice of granite or the frame of the furniture.

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Q. Bulk Orders

For orders of over 10 items, please email our sales team for information on our Bulk Ordering Discounts.

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Q. Do you have printed Catalogues?

In an effort to keep our costs (and your prices) as low as possible, we don’t print paper catalogues. However if you have a specific product that you are interested in, we may have extra copies of the supplier's catalogue that we can send to you. Please email to enquiry.

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Q. Can I get Fabric and Leather Samples?

Please remember that colours, hues and shades that are displayed on your monitor may vary. We can offer you a free sample of the fabric/leather in the colour of your choice for all leather and fabric suites. See the individual product pages for more details on how to request this.

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