Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
🚚 Shipping Information
Most of our products are shipped on a next working day service. For larger items, delivery may take between 2–3 working days.
- ✔ Fast next-day dispatch on most products
- ✔ 2–3 working day delivery for larger items
You’ll receive tracking details as soon as your order is on its way.
🚚 Order Dispatch & Tracking
Once your order has been dispatched, you’ll receive an email notification with:
- ✔ Estimated delivery date
- ✔ Tracking number and courier details
You can follow your parcel every step of the way.
📦 Change Shipping Address
If you need to update your shipping address after placing an order, simply get in touch with our team.
- ✔ Email us at sales@furniture313.co.uk
- ✔ Include your order number and correct shipping address
We’ll do our best to make changes before your order is dispatched.
📦 How Do I Track My Order?
Once your order has been dispatched, you’ll receive a confirmation email with all your tracking details.
- ✔ Check your inbox for an email from us with your tracking number
- ✔ Click the tracking link to see real-time delivery updates
- ✔ Contact us at sales@furniture313.co.uk if you need help
You can follow your order every step of the way.
🔒 Credit Card Security
Your payment security is our top priority. We do not store any credit card details on our servers.
- ✔ All payments are processed securely through trusted third-party gateways
- ✔ We never store or have access to your full card details
You can shop with confidence knowing your information is safe and protected.
💰 Do You Charge VAT?
Yes — all our prices include VAT, so there are no hidden costs at checkout.
- ✔ VAT is already included in all listed prices
🚚 Shipping Area
At the moment, we only deliver within the UK mainland.
- ✔ All orders are dispatched from our UK-based warehouses
We are working to expand our delivery areas in the future.
🚚 Shipping Area
At the moment, we only deliver within the UK mainland.
- ✔ All orders are dispatched from our UK-based warehouses
We are working to expand our delivery areas in the future.
📦 Multiple Package Delivery
Some of our products may be delivered in one or more packages depending on size and weight.
- ✔ Your order may arrive in 1 or 2–3 separate packages
- ✔ All packages are shipped together and delivered at the same time
Tracking information will cover all packages so you can monitor delivery with ease.
If you need to swap an item
Returns and Exchanges
🔁 Returns Policy
We offer a 30-day return policy on eligible furniture items under the following conditions:
- ✔ Items must be unused, undamaged, and returned in their original unopened packaging
- ✔ Products must be securely packaged with extra protection to avoid damage in transit
- ✔ Mattresses are non-returnable if opened, due to hygiene reasons
- ✔ Only unopened, unused mattresses in sealed packaging are eligible for return
📝 How to Start a Return
- ✔ Log in to your account and initiate a return request
- ✔ Alternatively, email us at returns@furniture313.co.uk
📦 Return Shipping
- ✔ Customers are responsible for the return delivery cost of non-faulty items
- ✔ You may arrange your own courier, or request our courier collection service
- ✔ If using our courier, the return fee will be deducted from your final refund
We aim to make returns smooth and hassle-free — just reach out if you need assistance.
📦 Received the Wrong Item?
We’re sorry if you received the wrong product — we’ll make it right as quickly as possible.
- ✔ Contact us immediately at returns@furniture313.co.uk
- ✔ We will dispatch the correct item at no extra cost
- ✔ Our courier will collect the incorrect item from your address
Please ensure the incorrect item is securely packaged and ready for collection to avoid delays in resolving the issue.
🛠️ My Order Arrived Damaged
If your order arrives damaged, we’ll make it right as quickly as possible.
- ✔ We will replace any damaged parts of your furniture free of charge
- ✔ If a replacement part is not available, we will replace the full item or offer the best alternative solution
- ✔ Contact us at returns@furniture313.co.uk with your order number and photos of the damage
We aim to resolve all damage claims quickly and fairly for your peace of mind.
📬 Where Do I Return My Item?
Most returns are arranged by us for your convenience — we’ll handle collection and shipping when needed.
- ✔ If you prefer to return the item yourself, that’s absolutely fine
- ✔ Please start a return request by logging into your account or by emailing returns@furniture313.co.uk
- ✔ We will then provide full return instructions and the correct return address
No returns should be sent back without authorisation and instructions from our team.
📞 How Do I Receive Customer Support?
We’re here to help with anything you need before or after your order.
- ✔ Email us anytime at sales@furniture313.co.uk
- ✔ Log in to your account to view your order history and submit support requests
Our support team aims to respond as quickly as possible to resolve any queries you may have.
📍 Entered the Wrong Shipping Address?
If you’ve entered an incorrect shipping address, please act quickly to avoid any delays.
- ✔ First, check your order confirmation email or invoice to confirm the address you entered
- ✔ Contact us immediately at sales@furniture313.co.uk with the correct address
- ✔ If your order hasn’t shipped yet, we’ll update the address for you
We’ll do our best to make any necessary changes before your order is dispatched.
🛒 Can I Change or Cancel My Order?
Yes, of course — we’re happy to help if your order hasn’t been dispatched yet.
- ✔ Contact us as soon as possible at sales@furniture313.co.uk
- ✔ If your order hasn’t been dispatched, we can cancel or modify it easily
- ✔ If your order has already shipped, you’ll need to start a returns process instead
We recommend reaching out right away for the best chance of making changes in time.