Customer Services

We have collated all aspects from FAQ to T&C's returns, security etc. If there is anything we have missed please do let us know so others will benefit from your perspective.

Frequently Asked Questions
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In our FAQ we have tried to cover the most frequent questions but there will always be those that are particular to you, if you cannot find the answer here do call or mail us.

How do I assemble my bed?
Does your furniture come disassembled?
Is your furniture solid mahogany or do you use veneers?
Where is your showroom?
How quickly can you deliver?
Can you make furniture a design of our own for us?
Is every piece of furniture completely hand made or is there a part machine process?
What is the difference between waxed mahogany and your finish?
We don't need delivery for a while and not sure of when we will need it can you help?
What care does your furniture require?
How long can we expect the furniture to last?
How will central heating affect our furniture?
What tools are required to assemble your furniture?

How do I assemble my bed?

Locate male hook (end of side rail) into female plate (in foot and headboard) ensure it is all the way down, you can even kick it down (wear a trainer don't use a hammer!)the beds are strong and finish very tolerant. Thread built in bolt and repeat at each corner, place centre pole in the frame to support your slats locate the slats in cut outs and place leg under your centre pole. Lay mattress on top and sleep!

A childs puzzle has more pieces and is more confusing for our sleigh bed its 4 pieces and its obvious where they go! This is not high street mass made furniture with Bolt A, Plate Y, 3 different size multiple screws and certain tools required etc etc. All fixings and bolts are built in to the furniture already and they are V V simple!

Do your furniture come disassembled?

All furniture is cabinet constructed and only large pieces are generally in a 2 or more parts for example a bed.

Is your furniture solid mahogany or do you use veneers?

In the main yes, some designs prevent the use of solid timber for example where we would need to bend across the grain which is a recipe for diasaster. Or a wardrobe side you need a static chassis to ensure alignment, so we use a hardwood blockboard which uses solid timber no mulching and mashing as you get with MDF. You will find the strategic use of blockboard in antiques for the same reason.

NB To Veneer by hand is a highly skilled difficult and expensive technique and should not be confused with pre veneered timbers that are simply cut to shape. They are often fake (plastic / vinyl) based upon a photographic grain image so can look very real and too perfect in the grain. We are hoping to introduce some stunning veneers it's just a shame the high street chains has reduced public perception that a veneer is all the same and just a way of making something cheaply over cheap materials. If we are to veneer it will cost more than solid timber.

Where is your showroom?

Goyt Mill, 3rd Floor, Sunwell Terrace (off Upper Hibbert Lane), Marple, Stockport, Cheshire, SK6 7HX. (Please come and visit, simply give us a call we are open Monday to Friday 9am to 5pm) if you can not make these times call us and we will open for you if we are near by. (this happens more than you would think so don't be shy)

How quickly can you deliver?

We try to deliver within 10 working days of cleared payment subject to stock, for our own benefit as well as the customer we try to deliver each week as cleared payment is received.

Can you make furniture a design of our own for us?

Generally speaking no, to have a new piece of furniture made as a one off costs several times what we retail, several versions are made and often several are discarded in reaching these samples which we then often have to modify the design. Unlike mass machine made furniture the hand making process is a much more involved process of evolution.

Is every piece of furniture completely hand made or is there a part machine process?

No machines are used all carvings no matter how intricate and chassis of our furniture and beds are all done by hand. We do how ever use jigs to ensure all are made to exactly the same specification.

What is the difference between waxed mahogany and your finish?

A longer answer is needed please see our "finish" details in our Quality and Value guide as we have several types. In a nutshell unlike wax our finish show cases the grain allows light to refract so grain and character can change with light conditions. Also you will not have to break your back 3 times a year to maintain a wax finish which few people do and 5 years down the line does not have the same appeal.

We don't need delivery for a while and not sure of when we will need it can you help?

A frequent question, often customers want to buy furniture in preparation for a new house move or move abroad. With completion dates often moving we are happy to hold stock purchased until you are ready to take delivery.

What care does your furniture require?

Only a waxed base aerosol furniture polish is required as you deem necessary. The finish is tough and hard wearing and does not need the quarterly arduous beeswax treatment as needed on a waxed finish piece of furniture. Keep away from heat sources and be aware a very dry room/home will encourage wood movement this is true of all solid timber furniture more so on larger single pieces of timber within that furniture.

How long can we expect the furniture to last?

If treated with care and not abused longer than your lifetime, our furniture is solid mahogany kiln dried to 6-8% hardwood with a very hard wearing finish.

How will central heating affect our furniture?

All wood whether kiln dried or air dried will be affected by changes in it's environment it is a natural material and as such is effected by fluctuations in temperatures and moisture levels over a long period of time. Expansion and contraction is natural in wood, but as long as you do not submit your furniture to extremes in temperature and moisture levels the furniture will not be affected. Thermostatically controlled homes are ideal storage conditions it is the humidity in your home that has the greatest effect below 10-12% will encourage movement.

What tools are required to assemble your furniture?

A thin screwdriver or nail punch to tighten our custom made bolts beyond this nothing else.

Delivery
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Door to door service blanket wrapped and strapped in a purpose made furniture van.
We will take your furniture to a room of choice though large items will need your help when we arrive as we operate single driver and do not want to damage walls and posessions.
All deliveries we aim to complete within 10 working days often sooner, Cornwall and Scotland please allow 3-4 weeks.
Limited out of work hours and weekend delivery available.
We will store your furniture without charge if you want a later date i.e. If your moving decorating etc to ensure you can secure your order whilst items are in stock.
Pre arranged agreed dates and 2-4hr window, if you can not accept offered delivery times within the 10 working days please allow us a further 10 day period to offer alternate date and times as we have to schedule again from the beginning.
Our driver will also contact you if there are any delays traffic etc.
Delivery is free within England (small additional charge for Cornwall)
If you require assembly we need to be informed at the time of purchase, delivery's are all scheduled and we have to add the assembly time in order for all customers to receive deliveries on time. We charge a small fee £20 for a sleigh bed £30 for a fourposter. The beds are simple to do your self, in the main only 4 pieces and no packs of screws and funny shaped bolts and fittings. Cabinet made furniture is not constructed this way and all parts and joints are integrated in our furniture. So - male hook and female plate and 1 bolt at each corner thats it for a sleigh bed! EASY.
Failed delivery due to your unnotified abscence will be charged at £70 per delivery if we are already on the way to you and you are unable to take delivery.
Please note we are insured to deliver to your door, we are happy to enter your home and if requested/expected we do not accept responsibility for any damage to any part of your home or posessions.
Please sign delivery note as confirmation you are satisfied with your delivery, this does not affect your statutory rights.

Shopping with Us
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Terms and Conditions
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Delivery of Goods

When you place your order you must inform us of any access restrictions or circumstances which may prevent successful delivery being completed. We are unable to refund orders which cannot be delivered due to restricted access or the items do not fit the room all measurements are given on our website and efforts should be taken to check access. This is because the delivery costs money to maintain prices as a minimum unecessary costs need to be avoided whilst we offer free delivery if you are to be refunded due to restricted access we will charge a delivery fee of £70 and re stocking fee of £50. If there is any damage to items having been attempted to pass through restricted access then you must pay in full and accept redelivery.

Most deliveries are executed within 2 weeks.

Deliveries are normally executed as complete orders and occasionally in several parts, in a case were the customer insists on part delivery for whatever reason additional costs incurred by the company will be charged to the customer typically a delivery charge of £70. We endeavour to be as accurate as possible with our delivery approximations, however delays can occur due to factors beyond our control and we will not accept claims, indemnification or cancellations of any current order in respect thereof. Please note - Our delivery vans are carpet lined with baton supports to secure all items under multiple furniture blankets with staff experienced in the transportation our furniture.

Your goods are fully insured until they reach the delivery destination whereby the insurance liability falls upon the recipient. All deliveries are to doorstep only insurance to go beyond would raise delivery costs. However, in certain circumstances we may bring the goods into the premises but will not be insured and are under no obligation to do so. Our deliveries are ran on a tight schedule to keep costs down please assist the driver by ensuring there is free access with sufficient space for goods delivered. If you have special delivery needs please contact us to discuss directly, costs may be applied but we will avoid if possible.

Please note an adult must be present to receive check sign for and take responsibility for the goods delivered.

Important Delivery Information

If you wish to order and pay for goods with a long lead time please contact us, we do not charge customers storage costs many of our customers are moving re-decorating etc we like to help where we can, but please do contact us to discuss. If we are unable to contact you after three attempts by phone (please provide landline or mobile numbers available during typical working hours) or email over a two week period we will assume your order cancelled and sell on the goods and will not be held liable in any form for inconvenience or otherwise. We also shall not be held responsible for delays if we are unable to contact you. If we, accidentally damage goods in the course of delivery then our liability for that damage is limited to the replacement of the goods or the value thereof.

Manufacturing Faults

Any product with a manufacturing fault will be replaced on a like for like basis only. No credit will be given and no alternative product will be supplied. Faulty products will be collected by our selves. We reserve the right to reject any "faulty" product if we consider the complaint to be unreasonable, unjustified, or of the Customer's negligence or making. These guarantees do not cover fair wear and tear; neglect; abuse or misuse of your goods; loss or damage through whatever causation, e.g. fire, smoke, sunlight, weather, rusting, corrosion, infestation via animals or boring insects, theft, or explosion; accidental damage or consequential loss, etc. The supplier's liability is restricted to the value of replacement goods only and we will not be held liable for any consequential losses. We will arrange to repair or replace the defective item free of charge or, at our discretion, refund the price you paid for the product. Should a product no longer be available it will be replaced with a product that closely matches it. We will not be liable for any consequential loss or damage arising out of defective, damaged or wrongly delivered goods over and above the value of those goods. This does not affect your statutory rights.

Furniture Finish Disclaimer

In the manufacture of the furniture natural timber and traditional treatments have been used throughout, to achieve an authentic appearance. Each item of furniture is unique in its appearance and therefore Heirloom Beds Ltd cannot accept responsibility for any cosmetic variations in the finishes.

Each item is unique and handcrafted form start to finish, using traditional methods of construction. The individual workmanship may cause slight differences in measurements. Solid wood is also a factor: it consistently responds to its environment hairline cracks and movement of floating panels is normal and natural in solid wood furniture. If this poses a problem to you then you should consider MDF and engineered wood furniture widely available from department stores. Care should be taken to not to place pieces of furniture against a direct heat source this will damage it! Also be kept away from damp or de-humidified environments. Please be aware that all if any blemishes are non-structural in nature and part of the charm and character of a natural non engineered wood product i.e. knots, existing features from natural occurrences in the managed plantation.

Every effort is made to ensure that the Products we supply correspond as closely as possible to the samples shown on line, but they may not be exactly the same. As we use solid mahogany you should understand this timber naturally varies it colour across the grain. We regret that no responsibility can be accepted for any slight variations which all add to the unique qualities of the Products including but not limited to the following:

Our beds are designed for adults and children above the age of 7.
Dependant upon the system used Internet browsers show colours differently please bear this in mind, in addition screen settings can vary as well as the type of screen LCD vs. CRT we cannot accept responsibility if the colour show on your browser is not exact to the true colour of the furniture.

Data Protection

Information provided by you online or otherwise will be processed by Heirloom Beds Ltd and used to provide you with the ordered products, for billing and accounts purposes, and to keep records of the transaction. In addition, your information may also be used for the following:

To keep you informed about Heirloom Beds Ltd products, promotions and services.
We categorically will not pass on your details to any other company apart from VAT office as part of our VAT submissions for which all companies have to reveal if asked for by Customs and Excise and for purpose of company accounts as required by law.

Privacy

Personal Information

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We only collect information about you to process your order. We will not e-mail you in the future unless you have given us your consent. The following information is collected: your name, address, phone number, email address, credit/debit card details, IP address. Your name, address, phone number and email address are stored in order to speed up your checkout when making future purchases from us. You can check and amend the information that we hold about you when making future purchases.

We only use session cookies whilst you are on the site. We do not record any personal details or store anything on your PC that identifies you to us or any other party. If you have any questions/comments about privacy, click here to email us.

Orders

Acceptance of Order.

Your order becomes binding as soon as we have accepted it, subject to your rights of cancellation. Your order will be accepted as soon as we have confirmed your order. Our acceptance of your order is conditional on the availability of the Products you have ordered. If any of the Products you have ordered are unavailable, or should events occur beyond our reasonable control, we reserve the right to cancel your order. In such circumstances we shall let you know as soon as possible.

It is your responsibility to check all details and aspects of your order are correct, and suitable for your requirements, including measurements, dimensions, Product features, access and delivery.

Cancellations, returns and refunds are subject to the following conditions.

You have the right to cancel your order:

At any time before you receive the goods you ordered, by contacting us.
Up to eight days after you have received the goods you ordered, by contacting us within that eight day period and we will refund any payment that you have already made once goods are returned to us and found to be in the same condition as they were originally sent.

Please note delivery charges relating to your original order and subsequent return will not be credited or refunded. Upon receipt of the goods, and subject to them being in satisfactory and resalable condition, you will then be entitled to a refund from us, which will be paid as soon as possible, but in any event within 30 [thirty] days. Please note that the refunds will be made using the same method as the original payment i.e. a credit or debit card.

Defective Products

If you believe any of our Products to be of an unsatisfactory quality please immediately contact us and treat your Product with the utmost care. Nothing mentioned in these Terms and Conditions affects your statutory rights in the unlikely event that the goods do not meet a standard required by law.

Essential Checks Before Ordering

It is your responsibility to ensure that the Furniture you have ordered will fit into your home, and that there is sufficient access for our delivery lorry to reach the delivery address.

Essential Checks on Delivery

Please check your Products carefully and report any defects immediately on delivery.

Delivery Charges and Carriers

These delivery charges apply to the UK mainland; if you order Products for delivery outside the UK mainland delivery charges will be quoted to you when or soon after we receive your order. There are standard delivery charges please see above. To keep our delivery costs low, our drivers are unaccompanied and will require local assistance with larger pieces. Please advise if this is not possible.

Delivery of Furniture

The driver will not attempt delivery where damage to your home may result; neither will they attempt any alteration to goods or your home what so ever. An adult must be available at the address to check the products, sign and acknowledge receipt in a safe and satisfactory condition. If no one is available to accept delivery at the delivery address, we shall keep your Products and contact you to rearrange delivery unless other prior arrangements have been made. We charge £70 redelivery charge for all items, free delivery applies only to first scheduled delivery attempt.

Risk of Damage in Transit, Property

We carry the risk of loss or damage to the Products until you receive them. The Products will belong to you when you have received them and have paid us in full for them. Until payment has been made in full we may ask you to return the Products to us at any time. If you return the Products to us for any reason, they will become our property and be at our risk from the time at which we receive them. Until this point they remain your responsibility and should be care should be taken not to damage any part of the furniture.

Prices

Every effort is made to ensure that the prices shown are correct at the time of publication including VAT. If an error has been made, we or you may cancel the order in relation to some or all of the Goods. All prices are in £ Sterling and include VAT but exclude delivery charges where they apply.

Payment Methods

You may pay by Debit Card, Visa and Master Card or by cheque made payable to Heirloom Beds Ltd.

Errors

Every effort is made to ensure that all the information provided on the Heirloom Beds Ltd website is correct at the time of going online.

General

No order is binding on you or Heirloom Beds Ltd until we have accepted it. You will own the items we supply you from the moment they are paid for in full of the price of the Goods and any delivery charge, whichever is later. These terms and conditions cannot be varied by you or us unless made in writing and signed by both parties. If any provision contained in these Terms and Conditions is considered by any court or regulatory authority to be unfair, invalid or unenforceable, that provision will be considered deleted from these Terms and Conditions without affecting the other provisions. The law of England and Wales governs these Terms and Conditions and all disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. These Terms and Conditions apply if you are dealing with us as a consumer.

Definitions In these Conditions:

'Goods' means the goods in your shopping basket at the time of ordering. It includes any service that comes with any goods.
'Cancellation Period' means the period of eight days from the date of receipt of goods ordered by Distance Communication during which you are entitled to cancel your purchase order; 'Distance Communication' means purchases exclusively made via telephone, fax, mail order and/or the Heirloom Beds Ltd website;
'Furniture' means beds and cabinet items made to your order such as wardrobes, chests of drawers, bedside tables, tables, and non-upholstered chairs; 'Product or Products' means Heirloom Beds Ltd good(s)
'we', 'us', 'our' means Heirloom Beds Ltd 'you', 'your' means one of our customers.

Site Content and Disclaimers

We have used reasonable care and skill in compiling the content of our website but make no warranty, express or implied, as to the nature or accuracy of any material on the website and cannot accept liability for any particular material on the website or as a result of any use of or reliance placed upon information contained within this website. Every care is taken in the digital reproduction of all images used within the site. Due to constraints in digital reproduction, differences in web browsers and monitor displays, We will not be liable for any consequential loss or damage arising should you rely on the accuracy of the digitally reproduced images contained within this site. Every effort is made to ensure complete accuracy, we will use our best endeavours to rectify any errors, as swiftly as possible but will not be responsible for any loss incurred. All products and prices are subject to availability. Any material downloaded or otherwise obtained through the use of the service is done at your own discretion and risk and that you will be solely responsible for any damage to your own computer system or loss of data that results from the download of any such material.

Intellectual Property

Intellectual Property includes but is not limited to our trade marks and service marks, website content and domain names owned by Heirloom Beds Ltd.

Data Protection Compliance

At all times we will observe the requirements imposed by the Data Protection Act 1998 and we will provide the appropriate security to maintain the confidentiality of your personal data.

Force Majeure

Neither you nor Heirloom Beds will be held liable for any failure to perform any obligation to the other due to causes beyond your or our respective reasonable control.

Applicable Law

We control and operate the web site from our business premises within England. Accordingly the laws of England and Wales govern claims relating to, including the use of, this web site and the materials contained therein. If you choose to access our web site from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between Heirloom Beds Ltd and you the laws of England and Wales will apply at all times.

Orders and Returns Information
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Change or cancel your order
Track your order
Your purchase history
Returns Procedure
Refund policy
14 day money back gurantee

Change of cancel your order

You can do this at anytime just call us or mail us through our site. Please be aware that there is always a limited space on our delivery vans if you add large pieces it may be that they will have to follow or if not suitable we will re-schedule so it can arrive all at once.

Changes to orders are also subject to stock.

We will work with you and apply common sense for any changes you need to make to your delivery.

You can cancel orders at any time only if we have commissioned a special order will there be a retention of deposit as made to order items are much harder to sell on and are likely to have to be discounted.

Distance selling rules state you can cancel providing you give us 7 days notice and we will refund you in full including delivery. How ever the items will need to be returned to us in perfect order to recieve a full refund so do look after items should you require a refund.

Every website should inform you of 'Distance selling rules' many don't but we feel it adds a level of service and is something companies should embrace rather than omit from a website.

Please see our full terms and conditions for complete details.

Track your order

When you order parcel related product you are often given a tracking number for the parcel which you can use to see where it is. As we do our deliveries our selves and provide a door to door delivery your furniture only ever travels in one van and no depots this form of tracking does not apply.

You will be given a date and time agreed with your self before we load the van delivering to you.

Any questions you have regarding delivery after you have placed your order (or before!) please do call us.

For any furniture made to order it is more efficient to simply talk to us or mail us.

Your Purchase History

If you have ordered through our site simply log into your account and your transaction history will be there for you to view in full.

If you have purchased offline simply give us a call with any questions.

Returns Procedure

As under the 'Distance selling rules' should you wish to return your order you are entitled to do so providing you inform us within 7 days. If you inform us outside of 7 days you can still return your order but will not receive your delivery refund.

We will arrange with you to collect your order but as stated in our terms and conditions we do ask that you look after your furniture as your own and ensure no damage occurs and and is in unused condition. We recommend that if you need to move your furniture and have already removed packaging that you replace it before moving it any where else whilst in your possession.

We do not want to have to refuse refund due to accidental damage and it is when moving furniture from 1 location to another that this is most likely to happen.

Please allow 15 working days for us to provide a date for collection. If this is not possible i.e. you are unable to be at the location of your order on the date and times offered then please allow us a further 15 days to offer new dates within this period.

Please see our terms and conditions for full details.

Refund policy

We hope that you will be happy with your bedroom furniture, however should you change your mind and wish to return items bought from Heirloom Beds we will be happy to refund or exchange providing it is in fully resaleable condition.

By this we mean no scrapes dents scratches, all items are checked before despatch and should be checked and signed for upon receipt.

If you are moving your furniture out of a room as you wish to return it we suggest you protect each piece before moving it as it is carrying around rooms hallways and stairs that damage occurs. Often you will not know it has happened and it is sadly human nature not to take as much care of an item that is being returned as it can be seen as not the owners concern.

All we are asking is that you treat it with the same respect and care as when you received it and recommend you retain the packaging until you are completely satisfied as you will need it to receive a full refund.

If the product returned is not resaleable as new we do reserve the right to refuse a refund or charge 20% of the original invoice value. This does not affect your statutory rights.

Under the distance selling regulations we would like you to know that as long as you write / email us within 7 working days from receipt of your goods we will refund you including the delivery subject to the above conditions. Should you leave it beyond 7 working days before notifying us we will refund the purchase price but not original delivery cost which is £70 it is important to understand that 'Free Delivery' is at point of purchase not refund. The reality is all delivery costs money we are willing to absorb this on 1st delivery but not collection. (so do check within 7 days and you will receive a full refund)

Refunds must be made to the original card used for the purchase.

Please check dimensions along route to the room in which it is to be installed this includes hallways doors turns stairs alcoves etc to ensure successful delivery. Where items are large and can not be installed we reserve the right to charge £70 to cover the cost of collection so do please measure first we don't want to have to enforce this.

We will refund if a product is found to be faulty or damaged, after reporting the fault please be aware the above conditions still apply additional damage is not acceptable.

In principle imagine you have purchased a new car and it arrives with a dent in the bonnet, it would be unreasonable to then ask for a return on this basis if you were to damage other areas of the car as well, just common sense!

14 day money back guarantee

Please see our full terms and conditions and specifically our returns procedure detailed above

Essentially contact us within 14 days and we will come and collect your goods and refund you upon its return to our warehouse. This is subject to our terms detailed below and in essence is saying if for any reason you are not satisfied let us know and look after the furniture as your own and ensure it is not damaged in any way. This normally happens when a piece of furniture is moved and accidental bangs into walls and door franmes occurs so do please take care we do want to refund in full. Think of it like a new car recently delivered and you change your mind, if you scratch or dent the bodywork the Garage is likley to refuse the return or charge to put it right.

Just a bit of common sense and fairness.

Security and Privacy
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