Tel: 01727 827744

Frequently Asked Questions

What form of payment do you take?
We accept payment by Visa, Mastercard, American Express, Solo, Electron, JCB and PayPal. If you prefer to pay by cheque, then send us your order with a cheque made payable to 'FineBack Furniture'. Once the payment has cleared we will acknowledge and process your order.

Can I pay for goods over the phone?
Yes,  you can pay by card over the phone when your details will be entered directly into the card terminal. No card details are held by FineBack Furniture.

Will I be sent an order confirmation?
All orders received will be acknowledged and confirmed by email. If you do not receive an email then please contact us.

When will the payment be deducted from my card?
Payments will be taken when you confirm the order at the checkout stage.

Do you hold this item in stock?
On each product page, the right hand column will display if a product is in stock.  If you click on the 'Quick Ship' button a window will display the available fabric, wood or size options.

How long will delivery take?
Quick Ship listed products will be despatched within 1-2 days.  An estimated lead time for each product, not held in stock, is displayed in the right hand column.

Can I cancel or amend my order?
An order can only be cancelled in the first 12 hours from order placement as some products do ship sameday.  If the goods have already been despatched, it will be the customers responsibility to pay for the return and the initial delivery of the goods. Bespoke orders involving a choice of fabric, colour or wood that requires a factory order cannot be cancelled.  We will attempt to amend an order but this will depend on the progress of the ordered item and cannot be guaranteed.

Can I claim Vat relief on certain products?
A customer may be entitled to claim Vat exemption on the purchase of a lift chair or riser recliner.  No other products that we sell qualify for this relief.  To become eligible, you must declare that you are chronically sick or disabled, i.e. that you suffer from a physical or mental impairment which has a long term and substantial effect upon your ability to carry out everyday activities. Please follow the link for additional information and guidance.

Do I pay vat if the goods are being delivered outside of the EU?
The standard rate of Vat, currently 20%, will apply to all purchases delivered within the EU. Companies outside of the UK but within the EU will not be charged Vat if they are registered for Vat and supply us with their local country Vat number.
Goods purchased from countries outside the EU and delivered to those countries will not be charged Vat and customers should always contact FineBack Furniture by mail before placing an online order.

How do I calculate the delivery charges?
There are Delivery links on each page that will advise on delivery charges. This has been kept very simple although highlands, islands and EU countries will attract a surcharge. Once the country and postcode info is entered at Checkout, any surcharge will be apparent before confirming the order

How will my order be delivered?
Small items are delivered by Royal Mail. The majority of deliveries are by courier which will require a signature on delivery. Large furniture items purchased locally will be delivered by our own team.

How can we try your products?
All customers are most welcome to visit the showroom in London Colney, near to St. Albans where many of the products are displayed. Unfortunately due to the wide product range we are unable to carry samples of everything, so if you are making a journey then do check with us first.
We positively encourage customers to try these products particularly if you need a product to address a specific issue or condition. There are many alternatives to the products listed and our experienced staff will guide you through the options to make an informed choice.
    
What happens if my product needs repairing?
Warranty periods are displayed on the info tabs on each product page. If an item develops a fault then in the first instance we will try to rectify the problem ourselves. If it becomes necessary, then we will arrange for the manufacturer to send out an engineer or upholsterer and ensure that the fault is corrected.