Contact Us / FAQs

Back in 2008 we took the decision to transform our telephone call centre into an e-contact centre to enable us to deal with our customer enquiries more efficiently.

To make things easier for you we have listed below the answers to the questions we are most frequently asked. If your question is not answered below, you will find a web form to use under the appropriate heading. The use of web forms enables us to deal with your enquiry efficiently by automatically directing your question to the correct department. We will usually respond to your enquiry within 24 hours but this can take up to 48 hours during busy periods.

Product enquiries

1. I have an enquiry regarding a product
If you have any questions or need any help or advice please feel free to contact us by clicking here or by calling our sales team on 0113 248 2233 (lines open 10am until 4pm Monday to Friday).

Catalogues & brochures

1. Do you have catalogues?
In an effort to keep our costs (and therefore our prices) as low as possible, we don't print paper catalogues. Instead, we have an extensive selection of furniture on display here on our website. If you have any questions or need any help or advice please feel free to contact us by clicking here or by calling our sales team on 0113 248 2233 (lines open 10am until 4pm Monday to Friday).
2. Can you send me a manufacturer's brochure?
Due to frequent changes in styles, fabrics and finishes, most manufacturers don't offer comprehensive brochures of their ranges. However, if there is an item you are interested in that is not shown on our site, we may be able to e-mail a photo for you to look at. E-mail us for more information by clicking here or by calling our sales team on 0113 248 2233 (lines open 10am until 4pm Monday to Friday).
3. Do you have any showrooms?
No, our website is our only showroom. By shopping online with us you will avoid hours of driving around from one showroom to another. Our 'no quibbles' returns policy allows you to view our furniture in your home - and where better to see it?!
4. Do you offer samples?
We are able to send you samples of fabric, leather and wood for some of our furniture ranges. When you see the ‘order free sample’ button on one of our products, simply click the button and fill in the sample request form. If this button is not on the product you are interested in, please contact us by clicking here and we will try to source a sample.

Security

1. How safe is it to give my credit card details online?
None of the customers who have shopped at Beds 123 have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. In the extremely unlikely event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges that result from unauthorised use of your credit or debit card, or may limit your liability to just £50. If your bank or card issuer does hold you liable for any of the £50, Beds 123 will cover the entire liability to you, up to the full £50. Beds 123 will cover this liability only if the unauthorised use of your credit or debit card resulted through no fault of your own from purchases made at Beds 123 while using the secure server.
2. How will you use my personal details?
Beds 123 has a strict privacy policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.

Ordering & payment

1. How can I place an order?
You can order online simply by clicking the "Buy Now" button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click the "Proceed to Checkout" button which takes you to our secure checkout. You may then enter your delivery and billing information and credit card details and submit your order via our secure server. Alternatively, if you'd prefer to place your order over the phone you can call a member of our sales team on 0113 248 2233 (lines open 10am until 4pm Monday to Friday).
2. What methods of payment do you accept?
We accept MasterCard, Visa, Switch / Maestro, and JCB cards as well as personal cheques and bank or building society cheques (all cheques made payable to "Furniture 123 Limited").
3. Do Beds 123's prices include VAT?
All prices quoted by us include VAT at 17.5%
4. How do your prices compare to others?
Our prices reflect a saving of between 10% and 30% off the manufacturer's suggested retail price. While list prices and discounts vary from place to place, we are confident that our prices are among the most competitive anywhere in the UK. If you see an item cheaper elsewhere we'll do our best to beat that price. Please see our Price Promise for further details.
5. What happens once I've placed my order?
When we receive your order we'll order your items from our suppliers (unless they are in stock). Once your goods are available you will be contacted by telephone by our home delivery company to arrange delivery. Parcel deliveries will be delivered within the stated delivery time and will not be booked-in in advance. For more details on delivery, please see the Delivery section of these FAQs.
6. What happens if I want to cancel my order?
An order may be cancelled at any time between the placement of the order and 10 calendar days following delivery of the goods. If you change your mind and decide to cancel your order before it has been delivered, please contact us as soon as possible by clicking here or calling us on 0113 248 2233 (lines open 10am until 4pm Monday to Friday). We will need to know the name the order was placed in, your order number, the item(s) you wish to cancel and the reason for cancellation. If your order has already been delivered and you wish to send it back, please refer to our Returns Policy in the After Sales section of the FAQs.

Delivery

1. What is Beds 123's delivery policy?
The prices shown on our website include free home delivery anywhere within mainland Britain, except to PH, IV, KW, AB and some PA postcodes where there will be a small additional charge which will be advised prior to order confirmation. Alternatively, if you would like a quote before you place your order, please contact us with details of a) the delivery address and b) the items you would like to purchase. For deliveries outside GB Mainland or to International addresses, please see Question 3.
Items marked ‘Next day delivery/48 hour/2-3 day delivery’ are delivered via a parcel service. This is a one man delivery to the front door of the building and you will not receive phone call before these deliveries. Items marked 4+ days are delivered via specialist furniture carriers. This is a one or two man delivery (depending on the items ordered) to the room of your choice and you will receive a call to ‘book in’ the delivery. (Please note: it will occasionally be necessary to deliver some smaller 4-7 day items via a parcel service to the front door of the building. You will still receive a phone call prior to these deliveries.)
All deliveries take place Monday to Friday (excluding Bank holidays), between 9am and 6pm and must be signed for. Some ‘next day delivery’ items can be delivered on a Saturday at an extra charge of £25. Instructions on how to request this are detailed on the relevant product pages. All next day deliveries are subject to stock availability. If an order cannot be delivered the next day, we will contact you as soon as we become aware of the problem.
For full details of our delivery services, please click here.
2. When can I expect my order?
Delivery times vary according to the product and the manufacturer. Approximate times are given next to each product description but these may vary from time to time and we will endeavour to notify you as soon as possible of any delays we are made aware of. We use a variety of carriers and furniture suppliers so the items you order may come from more than one place and be delivered separately. If this is the case we will contact you to inform you and, where possible, give you the option of a single delivery date. If you have further questions about your delivery please contact us by clicking here.
3. Are you able to deliver outside the UK mainland?
This option is not currently available at the checkout; however we are happy to help you if you require delivery outside the UK mainland. We will deliver free of charge to a nominated mainland GB address e.g. a port. If you wish to make you own arrangements for onward shipping from that point you are free to do so. Alternatively, we can arrange the onwards shipping and will only charge you the cost of this - no premium will be added for providing this service. Similarly, if you require International Delivery we will be happy to provide you with a quote and make the arrangements for this. If you would like a quote for onward shipping or International delivery, please contact us by clicking here.
4. How do you calculate your delivery times?
Every item in our range has its own unique delivery time that is up-dated daily to reflect changes in the supply-chain. Many items of furniture are manufactured to order or made abroad and the delivery time reflects the time it takes us to deliver it to your home. Long delivery times are not unique to Beds 123, they are the norm with virtually all UK furniture retailers. By making and delivering your furniture to order we are able to offer you the broadest choice of furniture possible, allowing you to choose the item that is just right for you and which will give you pleasure for many years to come. If a fast delivery time is important to your purchasing decision we recommend that you check our Next Day Delivery category or browse our store further to see if there is an item with a shorter delivery time. Items in our Clearance Sale area are currently in stock and sold on a first come first served basis.
5. What if I need to delay delivery of my order once it’s ready?
We understand that your plans can change and that, if you are having work done in your home, building projects are frequently delayed. If you are unable to take delivery of your order when it is ready, please contact us as soon as possible so that we can make arrangements to delay delivery from the supplier or store your order. We will store your order free of charge for 21 days. Beyond this time we are obliged to charge a weekly storage fee of £10 per week.
6. Why do I need to inspect and sign for the goods?
All deliveries must to be signed for on receipt. Before signing for delivery, please inspect the goods to ensure the packaging and the product are in perfect condition and your property has not been damaged in any way during the delivery process. If necessary, please make sure you detail any problems on the delivery note. This process helps us improve so that you get the best possible service from our delivery contractors.
7. What if I later find damaged goods in my delivery?
We work very closely with our suppliers and delivery contractors to ensure all the products we sell are of a high quality and packaged suitably for the journey to your home. Unfortunately, items may occasionally sustain minor damage during transit or contain a manufacturing defect. If this occurs, please contact After Sales immediately by clicking here. We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them collected and a replacement sent in its place. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through After Sales (unfortunately we are unable to pay for returns which we have not authorised).

After sales

1. What if part of my order is damaged/faulty/missing?
We understand how frustrating it is to find something is damaged/faulty/missing when unpacking your order. In order for us to rectify the problem efficiently, please provide a) your order number, b) the name of the product that is the problem and, in the case of parts, c) a description of the spare part required (please quote the part number on the assembly instructions where available). Please provide these details by clicking here.
2. What is Beds 123's returns policy?
We want you to be delighted and completely satisfied with your purchase. So, please do tell us if there is a problem and we will do our best to rectify it. Once you receive your order you have 10 calendar days to contact us if you decide you wish to return some or all of it. Should you wish to return an item we will collect it from you at a cost of £40, which will be deducted from your refund. Alternatively, you may organise to return the item yourself. For extra peace of mind, we recommend that you take up our Pre-paid Returns option, which you will be offered at the checkout. This costs £3.95 for orders up to £200 and £4.95 for orders over £200 and means that should you wish to return all or part of your order then the £40 collection charge will be waived. Whichever of the above you choose, please note that all items must be returned in their original packaging or similar. Items that are not adequately packaged at time of collection may not be collected and a charge of £40 may be levied to cover the cost of the failed collection. Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note there is a 50% cancellation/returns fee on selected items of leather upholstery unless the order is cancelled within 1 week of placing your order. Such items are clearly marked. Mattresses, mattress toppers and pillows can only be returned if they are unopened. Mattresses, mattress toppers and pillows that have been opened and slept on, cannot be returned. If you wish to test a mattress, mattress topper or pillow please keep it wrapped until you are sure you want to keep it. If you wish to return all or part of your order, please click here to contact us.
3. What if I wish to cancel my order?
If you wish to cancel your order you need to notify us in writing by email stating the name the order was placed in, your order number, the item(s) you wish to cancel and the reason for cancellation. If you wish to cancel your order please click here.
4. What if I wish to return an item?
If you wish to return an item you need to notify us in writing by email within 10 calendar days of receiving your order, stating the name the order was placed in, your order number, the item(s) you wish to return and the reason for returning the item(s). Please note that we are unable to accept returns of mattresses, mattress toppers and pillows once they have been removed from their packaging. Items that need to be returned must be re-packaged in their original packaging. Please see our Returns Policy for further details. If you wish to return an item please click here.
5. What is Beds 123's policy on refunds?
If you cancel your order before it has been delivered we will issue you with a refund subject to our policy on cancellations of made-to-order upholstery items (50% refund if cancelled after one week from placing your order). If you cancel your order after you have received your goods we will issue you with a refund once the goods have been returned to us and they have been inspected. The refund will be subject to the returned items being in good condition. A collection charge of £40 will be deducted from your refund unless you selected our pre-paid returns option when you placed your order. Please note that refunds may take up to 30 days to process. If you have any questions relating to a refund please click here.
6. What warranties do you offer?
All of our products come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.
7. What if I wish to make a complaint?
We try our hardest to provide our customers with an excellent service. If for any reason you are not satisfied we would like to hear from you. If you wish to make a complaint please click here.

If your question was not answered above, you may contact us using the links below:

E-mail

Customer service (questions about our products, or to enquire about an existing order)
click here

Trade orders (to place a new trade order or enquire about an existing one)
click here

Marketing (enquiries for our marketing department)
click here

Accounts (queries concerning supplier accounts payable and other accounting matters)
click here

Technical (problems with the website, software or other IT related issues)
click here

Suppliers (companies interested in supplying Beds 123)
click here

Careers (apply for one of our vacancies; attach your CV and cover letter)
click here

Fax

Address