Customer & Delivery Information
Order Receipt
1. We will contact you by telephone or email within 24 hours of receiving your order and confirm that the items you have purchased are available within our stated 15 working days. If your order is placed over a weekend, we will contact you on the following Monday. Occasionally some of our more popular items may be out of stock and not available for delivery within 15 working days. In this case we will advise you when your order is likely to be available and give you the option of cancelling your order if you do not wish to wait longer than 15 working days to receive your purchase.
Delivery
2. The method of delivery will depend on the delivery address location:
a. Within 30 miles of Northampton – Delivery will be undertaken by Trés Oak Furniture using our own vehicle and staff.
b. Over 30 miles from Northampton – Delivery will be undertaken by our specialist furniture delivery courier company, Freight 4 U.
3. All Deliveries will be made between the hours of 7am and 9pm Monday to Friday. This will usually be carried out within 15 working days of cleared payment. We will do our best to accommodate specific delivery requirements but cannot guarantee any time or date.
Trés Oak Furniture Delivery
4. Our delivery vehicle is a 3.5 Ton High Box Van. Please inform us if there are any circumstances which may impede access to the delivery address, e.g., narrow access road, very low bridges etc.
5. Please Note: Our standard deliveries are carried out by one man. If you have limited access, narrow passageways etc or require delivery to anywhere other than the front of the property, we ask that there is someone there to help the driver. If you are unable to provide assistance, please let us know in advance and we can provide a 2 man delivery team for an additional cost of £40.
6. Any deliveries carried out by Trés Oak Furniture will include the following service at no extra to you:
a. Placement of your items in the room of your choice.
b. Un-packaging and any required assembly of your items such as wardrobes, beds etc.
c. Removal of all associated packaging.
7. Once your furniture has been positioned and any necessary assembly has been carried out, you should inspect your purchases and confirm that you are happy with its condition. In the unlikely event of any defective items, we will ensure that the problem is rectified, or a replacement is arranged at the earliest opportunity.
Freight 4 U Delivery
8. All items are delivered by experienced delivery drivers who specialise in delivering furniture, so you can be assured that your items will be handled safely and carefully. All Freight 4 U vehicles are equipped with tail lifts and specialist moving equipment.
9. Please Note: All Freight 4 U deliveries are carried out by one man. If you have limited access, narrow passageways etc or require delivery to anywhere other than the front of the property, we ask that there is someone there to help the driver.
10. When payment has been made, Freight 4 U will contact you to offer a delivery slot of around 3 hours on a given date. It may take 3/4 working days for you to receive this call. Don't worry, you will get it. If the delivery time that you are offered is not acceptable, your delivery will be moved to the next available delivery date. Please be aware, that if you cannot take delivery on the first offered slot, it may take up to another 7 working days to fit you onto another route.
11. Once a date and time of delivery has been arranged with Freight 4 U, you must ensure that someone is present at the delivery address to accept and sign for the goods. Should Freight 4 U be unable to complete delivery due to an absence of someone to receive the goods, then a further delivery will be arranged but you will be liable for a second delivery charge.
12. On receipt of your order, you must check to ensure that the goods are not damaged and sign to declare that goods are in an acceptable condition. At the very least, you must check the outer packaging for signs of damage during transit. If damage is found, or the goods are in an unacceptable condition, inform the driver and sign the paperwork stating the nature of any defects found. Any items found to be damaged on delivery will be replaced by us at no further cost to you provided you declare this at time of delivery.
13. Any claim for damage found on unpacking an item must be submitted to us in writing by email to info.tresoak@btconnect.com or fax (05602 059753) within 48 hours of receiving your goods. Where possible, photographs showing the damage should also be forwarded to us. Any claim for damage submitted over 48 hrs after delivery will not be accepted.
Returns Policy
14. We abide by the distance selling regulations and offer our customers the security of a 14 day money back guarantee if they are not happy with their goods for any reason subject to the following conditions:
a. You must notify us of your intent to return your item(s) within 14 days of receipt, we will then provide you with delivery information. Any notification received after 14 days will not be accepted.
b. The item must be in its original packaging, complete (including all accessories, hardware and instructions) and unused. It is therefore very important to ensure that care is taken when un-packaging the item to ensure that it can be re used in the event of a return to prevent damage during transit.
c. Any return made for any reason other than goods received in a damaged or unacceptable condition will be at the expense of the customer. The customer will be liable for all delivery charges. No refund will be given for the delivery charge incurred by us, nor any costs you incur sending the item(s) back to us.
Delivery Restrictions
15. No deliveries will be made outside UK mainland. No deliveries to any area in Ireland. Certain parts of Scotland may incur a delivery surcharge (ie Aberdeen, Inverness etc.). Please check before purchasing if you are not sure.
Privacy Policy
We at Tres Oak Furniture are totally committed to protecting your privacy. We comply with the principles of the Data Protection Act 1998, the Privacy and Electronic Communications (EC Directive) Regulations 2003 and the SafeBuy Code of Practice.
We collect information about you in order to process your order and to tailor your visit to our website to be as relevant to you as possible. That information will only be shared with other parties that are involved in the fulfilment of your order. We do not send random marketing emails to personal email addresses (spam).
The information we hold may include:
Your name
Address
Phone number
Email address
Credit/debit card details
Other information necessary for processing your order
This data will be held in accordance with our internal security policy. If we propose to send your data outside the European Economic Area (EEA) we will seek your consent first.
We will never collect sensitive information about you without your agreement. You have a right to ask for a copy of the information which we are holding on you and we will provide this for a small fee. We will delete information or correct any inaccuracies at no charge as soon as you make the request.
We use cookies to track your behaviour on our site to assist us in tailoring your visit. You can disable cookies in your browser but some of our website functions may then be unavailable to you.
Data will only be released to third parties (e.g. the police) on request where there is a legal requirement for us to do so.
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