FREQUENTLY ASKED QUESTIONS

1. How do I contact you?
2. How do I pay?
3. What is the 'Buy Now, Pay Later' finance option?
4. Do you offer a money back guarantee?
5. Is there a charge for delivery?
6. How will my order be delivered?
7. What if my order is damaged when I receive it?
8. How secure is my personal information?
9. Bulk Orders
10. Countries of Trading
11. Do you have printed Catalogues?
12. Can I get Fabric and Leather Samples?

As an added bonus to our customers, we have compiled the following information gained from the experience of our staff with over 20 years in the furniture trade.

	Removing stains and marks from fabric
	All about Guardsman
	Wooden furniture
	Leather Care

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17. How do I contact you?

1. 4HomeFurniture 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@4homefurniture.co.uk

17. How do I pay?

1. 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

   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.

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

1. On all orders over £300, a finance option is available. Pay a 25% 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.)

17. Do you offer a money back guarantee?

1. 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@4homefurniture.co.uk) or write to us. As long as the order is returned in the same condition it was delivered in it's original and unused condition and in its original packaging and we will refund the full purchase price. 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.

17. Is there a charge for delivery?

1. To ensure you get the best possible delivery of the goods you purchase, we use a UK-wide network of highly trained, professional delivery drivers.
   

   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 = £25.00 *
   • 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.

17. How will my order be delivered?

1. 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.
   • While 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. Goods will be delivered on a one-man service and will be placed boxed in the ground floor location of your choice. If the furniture is required in an upstair location, the driver will be happy to help you but this is at your own risk.
   • Issues with access such as narrow drives, restricted parking etc. must be notified with us prior to deliver, along with any issues that would stop the driver using a barrow (such as steps) to your property must also be notified.
   • 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.

17. What if my order is damaged when I receive it?

1. While we strive to ensure that the products sold are of the highest quality, occasionally goods are delivered damaged. Simply inform us in writing, either by email (to service@4homefurniture.co.uk) or post within 7 days of receipt. Typically the resolution is 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 otherwise than in accordance with these requirements.
   • Exchange of the damaged item or part as applicable, free of charge. Again all relevant packaging must be retain and the returning item repackaged as it was delivered.
   • Discount to keep the order (if one can be agreed with both parties).

17. Bulk Orders

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

17. Countries of Trading

1. 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 arrnage onward delivery from there.
   

   Please note that Warranties are not valid outside the UK.

17. Do you have printed Catalogues?

1. 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.

17. Can I get Fabric and Leather Samples?

1. 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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Removing stains and marks from fabric

Liquid spillages such as coffee, tea, milk, beer etc can generally be removed from washable fabrics by rinsing with warm water and washing as normal. If it can't be washed immediately then leave to soak. Sponge non-washable fabrics with with warm water and blot dry.

Whatever the stain you must act quickly in order to prevent any permanent staining. Blot up any excess using absorbent kitchen roll or scrape off with a knife. Start from the outside and work inwards to avoid spreading the stain and dab rather than rub at it.

If you don't have a stain removal product for the type of stain you have, you can use a normal washing Biological detergent as these contain enzymes which break down stains such as Blood, Milk, Egg and Fat. Do not use on fibres such as wool and silk and non-colourfast or flame-resistant fabrics.

Follow these stain removal tips.

1. Always read the instructions on stain removers before use.
2. Check the type of fabric and whether it is washable
3. Check any stain removers on a hidden area first
4. For fresh greasy stains, sprinkle on some talc
5. For coffee, tea, wine and fruit sprinkle on salt to absorb the moisture and colour
6. Protein stains such as blood, egg etc should be soaked in cold water first to avoid setting the stain

Also see our page on the range of Gliptone fabric and Leather cleaning products. 

All about Guardsman

Guardsman is the 5 year warranty option available to protect against accidental damage and stains. See our Extended Warranty page for more details.

Wooden furniture

Wood furniture comes in three general types:

French Polished (or Varnished). Serious damage should be repaired professionally, otherwise treat as for Waxed.
Lacquered. A hard wearing finish applied to solid wood or veneer. The lacquer seals and protects the whole piece. It is not necessary to polish lacquered furniture because the lacquer will protect the furniture against heat and damp. The polish won't be able to penetrate the lacquer and will only give it a shine. Use a slightly damp duster when wiping down and buff with a soft dry duster.
Waxed. Dust waxed furniture regularly with a soft cloth. Apply a wax polish once or twice a year and solid wax produces better results than creams.

Leather Care

Always check the manufacturers instructions as some leather products cannot be wetted.

Leather must be wiped weekly to remove Human perspiration which can damage the finish. Wipe the areas with a damp cloth.
Denim and other rough materials can be very abrasive, and the dye can also leak out and stain light coloured leather.
Sunlight can fade leather and other fabrics. Keep chairs out of direct sunlight and draw the curtains on sunny days. Also, excessive heat can cause damage if placed too close to a hot radiator.

Leather also needs feeding with a hide food to avoid it drying out and creasing. This should be done three times a year.  

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Ivy House Furniture Ltd
Melbourne Airfield Ind Est
Seaton Ross
York. YO42 4NF
Tel: 01759 319363
Fax: 01759 319364
Company Reg: 3682353
VAT Reg No: 721 4344 66