Frequently Asked Questions

How can I place an order?
Placing an order with Hovells couldn't be easier. You can place your order by simplying clicking on the 'Buy now' button next to the products that you want. You can add or remove products by following the simple instructions. After choosing an item either click on the 'Continue shopping' button or the 'Proceed to checkout' button. At the checkout you add your delivery and billing information and your credit card details - then submit your order on our secure server. At the time of order the full amount of the order will be debited from your card. You will then receive an email from us to acknowledge receipt.

What does 'Stock Status' mean?

The stock status that we show against each product shows how long it will be before we expect to receive the products. These are approximate timings only and based on information given to us by our suppliers. Delays on deliveries to us from our suppliers are out of our control and may lead to extended delivery times.

Questions about delivery?

Please see our delivery FAQs page.

When do you charge my card?

At the point that you place your order your card is charged.

How safe is it to order online with Hovells?
Hovells use Sage Pay Secure online payments to securely complete transactions online.

All transaction information passed between merchant sites and the Sage Pay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the Sage Pay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Once on our systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.

What methods of payment do you accept?
Hovells accepts all major credit cards including:

Visa
Visa Electron
Mastercard
Maestro
Solo

Do your prices include VAT?
All of the prices shown on the Hovells website (unless otherwise stated) are shown including VAT.

Will you use my personal details?
Please read the Hovells Privacy Policy for more information on how we may use your details.

Do we have furniture stores?
Yes, please view our locations for details of our stores and warehouse.

When will my furniture be delivered?

We aim to dispatch items from our warehouses to carriers within 7-10 days of coming into stock. Our national carriers will then contact you within 10 working days of their receiving the goods to arrange delivery for most of mainland UK, and up to 18 working days for some areas, for example Scotland.

For standard and two man deliveries: the couriers will contact you within ten working days of collecting your goods to arrange delivery.

For smaller parcels under 30kgs: once the items leave our warehouses, they will be on a 48 hour service. If you are not in when they try to deliver, they will leave a card through your letterbox with the phone number of the local depot to rearrange delivery when convenient for you.

For more delivery information please see our Delivery FAQs page.

What happens if furniture is not in stock?
We keep most of our furniture in stock most of the time. If, however, some products go out stock we will email to let you know when we expect them to arrive. Some of our furniture comes from a long way away and occasionally circumstances that are out of our control do occur (bad weather can affect ships and docks). If this happens we will contact you as soon as we hear and keep you up to date with arrival times.

If some of my order is in stock and some isn't, will you send me the pieces that are in stock before the rest arrives?

In order to keep delivery charges as low as possible we only send out complete orders. Under exceptional circumstances it may be possible to split an order but this will result in additional delivery charges. Please contact us for details at onlinesales@hovells.co.uk.

What can I do if there is a fault with the furniture?
We want you to be completely satisfied with any purchase made from Hovells but we understand that there are occasions when mistakes happen. If you receive goods that are damaged we will either replace them at no extra cost or offer a full refund. The refund can only be issued after the goods have been returned to our warehouse and inspected. If there is a problem with your furniture we ask that if possible you email us photographs of the damage to allow us to deal with your query more effectively. Please send photographs to onlinesales@hovells.co.uk stating your order number.

We advise that you open and check your furniture on arrival to make sure you are satisfied, before arranging for assembly. We are confident that it will arrive in perfect condition, if however, you find that your furniture is not to a satisfactory standard - please contact us within 24 hours of delivery quoting your order number and our customer service team will resolve it for you.

The furniture will then be collected on a pre-arranged date agreed with our couriers and brought back to us for inspection. We will then arrange for your items to be replaced and re-delivered.

I am missing parts to my furniture. What can I do?

Contact us by email stating your order number and exactly which pieces you require. We will then order the replacement parts straight away from our supplier and send them to you by courier as soon as they arrive with us. We advise you to check all parts are all present and correct before arranging for assembly.

How can I contact Hovells?
You can contact Hovells.co.uk by email at onlinesales@hovells.co.uk. Please quote your order number in any correspondence. Emails received during working hours (Monday to Friday, 9am to 5pm) will normally be answered within 48 hours.

Can I cancel my order?

Yes. You can cancel your order at any time up to 7 days after delivery. Please send us an email detailing your wish to cancel to onlinesales@hovells.co.uk quoting your order number. We will contact you to confirm the cancellation within 48 hours. It will be appreciated if you can give us a reason for cancellation as this will help us to improve our customer service in future.

If you wish to cancel because the order is not suitable or is no longer wanted there will be a collection charge. The cost of collection is likely to be higher than the cost of delivery as deliveries are subsidised by us. Please contact us quoting your order number for details of any costs likely to be incurred.

What if I have a complaint?

We aim to provide an excellent service and naturally we trust that everything will go smoothly with your order. If you do find that you have a complaint please email us quoting your order number and our customer service team will resolve it for you as quickly as possible. We aim to reply to emails received during normal working hours (Monday to Friday 9am - 5pm) within 48 hours.

Is your furniture fully assembled?

We sell both fully assembled and flat pack furniture depending on your needs. The product details will give you information regarding assembly. Some larger items like beds and wardrobes are delivered in what we call 'knocked down' form. It usually means that wardrobes are delivered in two or three boxes. This makes it much easier to move the piece into the room where you want to place it. The doors are already pre-hung and attached to a front panel whilst the sides are attached to the back with hinges. It is a simple job to fold the side panels out and bolt the front section on. The top and base can then be attached. If you have any concerns about assembly please email our customer services team with the name or code of the products that you are interested in and they will look into it for you.

What if my furniture is damaged on delivery?

Please note when signing for your delivery, the item(s) should be thoroughly inspected for any signs of damage, including any packaging damage. If in doubt or damage is visable, please ensure that when signing to accept delivery, you record 'damaged on delivery' on the courier delivery sheet, as failure to do so will invalidate any claims. Once you have recorded any signs of damage on the courier delivery ticket, please email confirmation of the damage including photos where possible, to onlinesales@hovells.co.ukwithin 24 hours of delivery. Please also retain the delivery note from the courier along with all original item packaging.

Online Marketing and Website Design by