On this Really Important page...

• Order Process - What Happens Now?
  • What am I buying?
  • How do I pay for my order?
  • How long will it take to be delivered?
  • What happens when the furniture is delivered?
• Installation of the wardrobes
  • If you’re assembling the furniture yourself
  • If you’re using a third party fitter
  • If you're using our fitting service
    
    

Order Process - What Happens Now?

1. Order confirmation

You'll receive an email from your designer confirming your order with all details attached. This will include measurements of the furniture & space, plus details of the specification including door style & colour, internal options, cabinetry colour and handles (if applicable). Please sure to read through the quotation and details thoroughly and let us know immediately if something's not right.

 

2. Payment

You'll receive an email with a link to complete your payment and confirm delivery address. Once payment is made, the order is secured and we'll begin to procure the necessary materials to build your furniture.

 

3. Estimated delivery window

You'll receive an email from our friendly delivery team with an estimated delivery window. This is the opportunity to let us know if you need the furniture on a specific day, or if you can't take delivery on a specific day, etc.

 

4. Order is processed

One of our Order Processors will look through the finer details of the order making sure that everything looks correct. If they have any queries, they'll speak to the designer or yourself to clarify.

 

5. Order sent to factory

The order will be sent down to the factory who'll load up the jobs onto the various machines... we have state of the art routers, edge banders and much more for precision work.

 

6. Delivery date confirmed

Your final delivery date and a time window will be confirmed by the delivery team via email, usually at least 1 week before the date.

 

7. Delivery time confirmed

1-2 working days before the delivery date, we'll re-confirm the delivery window with you.

 

8. Furniture is delivered

Your furniture is delivered, with a phone call from the driver when they're roughly 30 minutes from your home. Make sure you're ready with at least one able-bodied person to help unload.

Check your delivery on arrival. If any packaging is damaged, take photographs and send it to the delivery team via email.

 

9. Build your furniture

You unpack everything and build your furniture, or get your fitter to build it for you.

 

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What am I buying?

The furniture you’re purchasing is everything described in your final quote document, built to the exact measurements specified in that document. Take a moment to double check those measurements before completing the order. The price on that quote document is the total price including VAT and any applicable delivery charges.

 

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How do I pay for my order?

If you’re paying in full, then you can securely pay for your order by credit or debit card. We’ll send you an email with a link to make the payment along with a formal invoice. This comes via our payment provider, Stripe. 

If you’ve chosen our finance option, you’ll be sent a link to complete the application and then upon acceptance you’ll be asked to pay the deposit. The monthly payments begin approximately 30 days after delivery of the furniture.

 

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How long will it take to be delivered?

Our website will contain our most accurate current lead times, and your designer will confirm this too. Any lead times provided are approximate based on current production capacity and begin from the date of payment, not order confirmation. Your estimated and then final delivery date will be confirmed by our delivery team.

You can learn more about our Delivery Process, including learning how your order will be delivered, on our Delivery page.

 

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What happens when the furniture is delivered?

If you have ordered sliding doors then these will be delivered directly to you from our 3rd party sliding door supplier and may arrive on a different delivery day to your furniture from our factory. We do this to avoid the possibility of damage being caused by the doors being handled at multiple locations.

In the highly unlikely event that, due to operational reasons, stock shortage or third party supplier failures, we aren't able to deliver your entire order together, we will deliver the order in installments to allow you to commence the assembly and avoid undue delay. We will then endeavour to complete the order as soon as possible and will not charge you any additional delivery fees for this. 

There will be some packaging that you will need to dispose of once your delivery has been made and your furniture unpacked. This may include cardboard and pallets.

 

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Installation of the wardrobes

If you’re assembling the furniture yourself

Ahead of time, we recommend you familiarise yourself with our assembly instructions. These will be sent with the furniture, however you can download them at any time from here.

Upon taking delivery of the order you are responsible for inspecting and reporting to us any damage to the products or missing items within 5 working days of taking delivery.

Your furniture will arrive with assembly instructions, although please note these aren't necessarily cabinet-specific due to the bespoke nature of our products. For the build of the cabinets themselves, you'll only need a screwdriver. We recommend two people as some items are large and heavy. We'll supply oversized side scribe panels and top and bottom plinths for you to trim to the correct size to suit your room. You may need to use a circular saw to ensure a perfect fit, as many homes don't have perfectly straight and even walls. You can then use decorators caulk to finish these to the wall for that beautiful built-in look.

If your wardrobe has an open end, we'll supply an end panel to be attached to the side of the end cabinet. You may need to cut this to size and caulk to your wall for a perfect fit.

Delays to our deliveries are extremely rare (less than 1% of orders are delivered outside the original agreed delivery date), but if a delay does occur then we are not liable for any third party costs incurred, as per section 14.2 of our Terms & Conditions of Sale.

 

If you’re using a third party fitter

We recommend that your fitter familiarises themselves with our assembly instructions as we have a unique (and patented) joint and assembly system. These will be sent with the furniture, however you can download them at any time from here.

Upon taking delivery of the order you are responsible for inspecting and reporting to us any damage to the products or missing items within 5 working days of taking delivery, even if you have a third party fitter coming after this date. Items reported damaged or missing more than 5 working days after delivery may not be replaced free of charge, except at our discretion. We do not offer compensation for additional fitting costs as a result of waiting for replacement items.

If there is damage to the packaging, please photograph it prior to opening and inspecting the goods. Report any damage by emailing us immediately or calling us on 0115 718 0322

We advise that you don’t book your fitter until you have taken delivery of and inspected the items. 

Delays to our deliveries are extremely rare (less than 1% of orders are delivered outside the original agreed delivery date), but if a delay does occur then we are not liable for any third party costs incurred, as per section 14.2 of our Terms & Conditions of Sale.

 

If you're using our fitting service

Getting ready for the fit…

Your fitter will usually be a single person crew. To speed up the fitting process and reduce the cost to you, we require you to:

1. Check all items thoroughly after delivery has been received. Report any damage or missing items to the Customer Care team within 5 days of taking delivery.

2. Move all items to the room where fitting will take place, or a nearby corridor/hallway. Your fitter will not carry the items up or down stairs as they will be on their own, in our best efforts to keep fitting costs down and save you money. Please do not leave the items in the exact position the wardrobes will be installed in, as they will be delayed in starting if they have to move them to clear the space.

3. Make sure that the space where the fitter will be working is clear and accessible with plenty of space. Please remove old wardrobes, other old furniture etc. The wardrobe pieces are large, and space is required for the assembly of the cabinetry.

4. Our Fitting Team will be in touch prior to your delivery date to arrange a date and time for the fitter to come and install the furniture. This will only be once you have fully confirmed your measurements and the items have been sent to production. Please note if there is a delay in confirming your measurements this may mean a delay in the delivery/fitting process.

If you have carpet, we advise the removal of the section of carpet that the wardrobe will be sitting on, prior to installation day. This can be done by pulling the carpet back for the installation and, once installation is complete, cutting to the shape of the front of the wardrobe.

When the furniture is installed, the wardrobes can settle over time into the carpet which may cause movement and lack of squareness. Online Bedrooms accept no responsibility for any settling over time or any consequences of such settling.

 

What to expect on the day…

Your fitter will normally start between the hours of 08:00-09:00, they will usually be working in the property until the project is completed for a single-day fit. For a 2-3 day fit, the fitter(s) will normally stay until 16:00-17:00 then return the following day. Please note these hours can vary between the hours of 08:00-20:00. The time slot allocated to you is our best estimate, and we do not accept responsibility for delays out of our control, including but not limited to traffic and weather conditions. Our fitters are third-party subcontractors and not employees of Online Bedrooms.

Please be aware that during the fitting process, there may be some noise, we aim to keep this to a minimum but depending on the tools being used this can at times be unavoidable.

Your fitter will not be responsible for the removal of waste materials generated during the installation process (ie. packaging, offcuts and sawdust).

Regardless, the fitter will not be responsible for disposing of any pre-existing material (eg. old wardrobes, skirting boards etc.)

You will be asked to sign off the fitters work once the installation is complete. Please ensure you are happy with the work completed prior to sign off.

The fitter is tasked by us to install the furniture as per the plans provided and agreed between Online Bedrooms and the customer. Any deviation from the original plans must be confirmed with Online Bedrooms installations team in advance.

The fitter will only install items provided by us. If you have other works for the fitter then this can be agreed separately with them if they wish.  Supplementary works will not to be conducted within the scope of the works that is provided by Online Bedrooms. This can include but is not limited to:

• Handles not provided by us
• Internal mirrors
• Shoe racks, pull down rails or other internal items not provided by us
• Any other trade jobs such as moving of light switches, plug sockets, removal of skirting board etc…

 

What to expect if problems arise…

If we have supplied incorrect products or there are missing items, we aim to get this issue resolved as quickly as possible. This would need to be reported to the Customer Care team. The fitter will need to return at an alternative date to complete the job. We aim for this to be within one week, although this is not always guaranteed depending on production times and the availability of the third-party subcontractor.

If the measurements provided by you at the time of requesting a quote are incorrect which results in cabinets that do not fit, we may need to supply replacements. You will be liable for the cost of the replacements and any subsequent fitting costs that that may arise. We will aim to re-book the fitter for within 1 week of the replacement parts being delivered but we cannot always guarantee this. There will also be an abortive cost for the fitter being unable to complete the work on the first attempt.

If the furniture is not in the room or an accessible corridor outside the room ready for the fitter to start on the day of the fit, the fitter may have to abort the job until such time as they are available in a place for the fitter commence work or there may be additional costs if the fitter is delayed in starting work.

If there is damage or an error during the fitting process, we will arrange for replacements to be sent and the fitter will need to rearrange an alternative date to return and complete the work. You will not be liable for these costs.