Frequently Asked Questions

Where are you based in the UK and Do you have a furniture showroom?

We are located in Leicestershire, United Kingdom. If you wish to visit our showroom, for directions please contact us on 01162964432 or email us at

How big is your showroom and do you display everything what's on your website?

Our Leicester showroom is massive 30000 sq. ft. and our Loughborough showroom is 10000 sq. ft. Though we have 2 huge furniture stores, it's not possible for us to display everything we have on our online furniture website. However we are confident to say we have the largest furniture showroom in Leicester, if you are planning to visit us to view a particular product, we advise you to please call us before you start your trip and inquire with us if we have the product you want to view on display. We do not guarantee the product of your choice on display and we really don't want you disappointed wasting a journey.

How can be a product purchased from Furntastic?

We offer 3 different options to place order for your favourite product.
(a) Order Online
(b) Order In Store
(c) Order over the Phone

We accept almost every method of payment forms.
(a) Pay by Credit or Debit Card
(b) Pay by Bank Transfer
(c) Pay by Cheque or Bank Order
(d) Pay a deposit and balance cash on delivery

Is it safe to give my credit/debit details?

At Furntastic we take security very seriously and we ensure all credit/debit card details are in safe and secure atmosphere, your transactions are processed via a secure merchant account (Lloyds TSB) and once payment is received we provide a written confirmation via email/post to you.

Please explain me the process after I place my order?

There are several stages an order goes through while under process and it's our job to keep you notified at each stage. Please find below what happens after an order is placed.
(a) Once you have purchased the furniture you like online or in store, we will send you an email for confirmation of your placed order with the details of product, price you have paid and estimated delivery timescale.
(b) Accounts at Furntastic will then verify your payment details and forward your order to our admin department for process. You will be notified when this happens; usually it takes 3 to 4 working days. In case there is any problem with your payment details, we may ask you to provide documents to ensure the safety of the card holder. This does not affect your statutory rights.
(c) Our admin team will then check stock with our warehouse or supplier and allocate the product under your invoice number. In case the item is not available, our admin team will get in touch with you immediately and inform you about the earliest availability of the product.
(d) After your product is allocated, your invoice will be then forwarded to our delivery and dispatch team who will further contact you to book a delivery date and time, if we are unable to get in touch with you we will email you asking you to contact us to book your delivery.

Will I be charged for delivery?

We believe in offering value to our esteem customers, every item you have purchase from Furntastic is delivered FREE to your door. There are few other paid services we offer which you can select at your cart page at the time you making purchase.

These paid options are:
(a) Two man deliveries to the room of your choice charged at £19.99 per order
(b) White glove delivery service which includes product taken to the room of your choice, unwrapped, assembled on site and the rubbish taken away. This service will cost a 20% of your cart value.

White Glove Delivery service is only applicable for deliveries in England & Wales
Please Note:
Northern Ireland and Republic of Ireland for orders over £500.00 delivery is £79.99

I am not happy with my purchase and wish to return the product?

If you are not happy with your purchase and wish to return an item you have bought from Furntastic, you must email us in writing at informing us about your wish to cancel the order. You do not need to explain the reason why you wish to cancel but if you do so it will help us to improve. If you have not paid for our Pre Paid Returns at the time of purchase, you will have to pay for the carriage of returning the goods i.e. £60.

Please Note: A cancelled item must be returned in its original/appropriate packaging.

How long will it take for my order to get delivered?

Delivery time varies from product to product. Please refer to delivery time indicated on every product. If your cart contains products having different delivery time scale, we will consolidate all items for one delivery and the whole order will be delivered in one batch. In such case the product having the longest delivery time scale will be calculated as the delivery time of the whole order. However if you wish to take in deliveries as and when the items are ready for delivery, you may do so by paying an additional handling charge of £25.

In case you have ordered just one item, then the order will be delivered as specified on the product.For items marked as Next Day Delivery or Express Delivery, the product will be delivered to you in max 48hrs from the day of your order. The cut of time for such orders is at 1pm.Items ordered after 1pm the date of order will be considered of the following day.

Next Day Delivery or Express Delivery products do not qualify for weekend or bank holiday delivery days. However if it's really urgent for you to have an item delivered on a one of these days please feel free to contact us and we will try to arrange this specially for you. Extra charges may apply depending upon your request.

If the ordered product is out of stock so we will contact you and will make you aware of delay in delivery time.

Will you call me before you come to deliver my order?

At Furntastic we understand what a customer wants and the difficulty they face spending a whole day looking out of the window for the furniture delivery van, to avoid this problem we give a 2 hour window before we come to your address for the delivery of your furniture. Also for some brands we provide you the telephone number of the driver for you to arrange time directly.

However we cannot provide a fixed time for next day delivery and express delivery items and the delivery will be done between 8am and 4pm on the booked day.

What happens in case of wrong/damage/incomplete delivery?

At Furntastic we make every effort to make sure the products you have ordered are delivered to you as in perfect condition. However sometimes things do go wrong and in such case we make immediate effort to sort out your problems.

Please find below how we handle your after sales issue if they arise.
(a) Products Delivered Wrong
If you have received a delivery of an item which is not what you have ordered, we request you to please do not accept the delivery and return it back to the driver.
If you have realised that the item is wrong after the driver has left, please do not panic, simply make an effort to write an email to us at you order number and the details of the product delivered to you. Once we receive such complaint we do not waste one minute to resolve the issue. We will quickly try to locate the correct item for you and re arrange the delivery of the correct product. This process may take some time but be assured we will do this as quickly as possible and our customer service team will keep you posted at every stage.

(b) Products Delivered Damage
The products you order get delivered to you using our own vehicles and also couriers in some cases and there are chances that the product may have transit damage or manufacturing defects. We advise customers to check the item when its delivered to you and if you find any damages or defects please do not accept the delivery and mention the damage on while signing the proof of delivery (POD), if you identify the problem after the driver has left we request you please take images of the damage/defects and email us at Our customer service team will be in touch with you in 1working day to resolve the problem.

(c) Products Delivered Incomplete
Furniture articles come in packed boxes and if it's a flat pack item one product can come in several boxes. If you learn that your order has a box missing or a part missing, please email as or you call us at 01162964432 to speak to customer service giving full information of the missing articles and we will make sure the missing articles are delivered to you ASAP

What are your refunds and return policy?

There could be several different reasons for a customer to seek a refund or return an item.

Find below the most common reasons for cancellations and refunds :
1) Change of mind
2) Delivery delayed
3) Item out of stock
4) Item not appropriate
5) Not happy with the product quality
6) Not happy with service
7) Item not available

Furntastic has a fair trading practice and would never hold back customer funds or refuse to accept a return inappropriately. We offer customer complete peace of mind and do not restrict customers to use their statutory rights.
(a) If you wish to cancel your order before the item is delivered to you, just email us at, you do not need to give any reasons why you want to cancel. Once we receive this request we will cancel your order.
(b) If you request a cancelation after the item is in stock and ready for delivery, just email us at , you do not need to give any reasons why you want to cancel. Once we receive this request we will cancel your order. You funds will be refunded to you between 7 to 30 days.

Please Note the following:
1) Items must be returned in its original or appropriate packaging, we may refuse to cancel pick up if the items are not adequately packed.
2) If you have not paid Pre Paid Return surcharge at time of purchase, there will be a charge of £60 which will be deducted from the amount you have paid for the goods.
3) There will be no pick up charge if you are returning the goods due to Damage/Wrong/Incomplete delivery.

I have found an exact product some were else is cheaper than your website?

Furntastic offers its products on lowest price possible, and we sell our products based on our service not by shouting "Cheap or Lowest". However we will make sure our prices are reasonable and value for money. In an unlikely event of you finding any product that we sell cheaper on our competitor's site we will beat the price to ensure you are getting best for the lowest. Please take a few minutes reading our Price Policy*.

What should I do if I have complaints?

If you are unhappy with any aspect of quality in service please email us at we will try our best to resolve the problem ASAP.

What should I do if I have to say about your Quality of service and company?

At Furntastic we thrive to improve our service every day and its very important for us for you to write a review for us to help us know how we are doing. Furntastic uses UK's most authentic third party review tool FEEFO for customers to write about us on a open public platform.

Once you have made your purchase, Furntastic email you an invitation to leave feedback.

In general, you will receive the FEEFO Feedback Request email within 7-14 days after delivery.

You will then be asked to rate the Furntastic for Service and Products you purchased. You will be given an option to score for "Excellent", "Good", "Poor" or "Bad". FEEFO will then allow you to provide additional comments in a "Comment Box" where we encourage you to write more information that will be useful to other users and Furntastic. Praise Furntastic if the service and/or product has satisfied you or exceeded satisfaction. Tell us if they did not reach satisfactory levels, and why - so that we can learn from this and improve.

What is the best way i can contact you?

Contacting Furntastic is very easy and accessible for customers
For any assistance please give us call on 01162964432
Monday-Saturday 10am to 6pm
Sundays Closed
Bank Holiday 10am to 4pm
Or you can email us at
Thank you for reading these FAQ's