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Freephone: 0808 1682 468

(Mon – Sat: 9am to 5:30pm | Sun: 10am to 4pm)

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Haskins Furniture
64 High Street, Shepton Mallet
Somerset, BA4 5AX

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[email protected]
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Frequently Asked Questions

We believe the price you pay for your furniture should always be the best one, which is why we have our Price Promise. In the unlikely event that you find your furniture cheaper elsewhere, we will aim to match or beat that price. Please provide one of our sales team with information including the company name, item and price quoted. Items must be delivered to the same standards as our own white glove service. To find out more, please visit our Price Promise page.

Payments to Haskins Furniture are very secure. Look out for our small padlock symbol in the address bar and our web address that begins with ‘https://’, where the ‘s’ stands for secure. We also offer PayPal, which is a very secure and safe way of paying. We use SagePay, which makes paying online easy by giving you all the payment options you need. They provide a seamless checkout experience for you no matter how or where you’re purchasing. They also provide us with fraud prevention, so you can know your transaction is safe and secure.

At this moment in time, we do not offer any finance options. We require a minimum 25% deposit on orders and the remaining balance before delivery. Most of our furniture is ordered to your specification, so will have a lead-time. Therefore, if need be, we can take your deposit and if you would like to pay off a set amount each week etc. before your furniture comes, we can take as many payments as you would like.

We have a variety of ways that you can pay with us. In-store, you can pay with cash, debit/credit card or cheque. Online, you can pay via debit/credit card or PayPal. At this moment in time, we cannot accept American Express. At the point of order, we will ask whether you would like to pay in full or a 25% deposit.

If at the point of ordering you pay a deposit, the balance is due before delivery of your goods. We will be in touch with you when your order arrives in our warehouse to arrange delivery and take the remaining balance. You can then pay via card over the phone, cash in-store, or send a cheque in the post to us (we allow 7-10 working days for a cheque to clear so delivery will be after this period).

Once you have made your order with us, either in-store or online, this is added to our system. Orders will be sent to the manufacturer within a few hours, so if you need to make an amendment to your order please Contact Us as soon as you can. If you would like to order but are unsure of whether it will fit in your home, then please advise us and we can put your order on hold. We will do everything we can to help you and ease your ordering process.

To find out where your order is, please contact us and we will advise you as best we can. We can call the manufacturer for an estimated date that we will receive your goods in our warehouse, although please note that this is only an estimate and we will call you once we have your goods. At the time of order, you will be told a lead-time, which is from point of ordering with the manufacturer to the point of us receiving your goods in our warehouse.

As soon as we receive notification from our manufacturers of a delay, we inform you immediately so you are aware. We believe in great customer service, so by keeping you informed we feel we are providing you with the best possible service. We will then endeavour to get your goods delivered to you as soon as we can to keep any inconvenience to a minimum.

Haskins Furniture aims to deliver your furniture in our own vehicles where possible. If for any reason we are unable to cover your area, we will use an approved courier at no extra cost. We deliver to mainland England and Wales for free when you spend over £499. Any order under the total cost of £499 will require a charge of £49. Delivery to Scotland and Isle of Wight will incur a surcharge of £99 regardless of the total order value. Please see our Delivery Information page for more information.

To arrange delivery, please contact us. We can advise over the phone/email with a delivery date and get this booked for a date that is convenient for you. Here at Haskins Furniture, we provide you with the best possible experience from start to finish. This is why we offer you a premium delivery service, so that you can relax knowing that your furniture is in good hands.

We can offer you a choice of delivery dates at the time of booking. We cannot advise a time until the day before your delivery, at which point we can let you know whether your delivery will be in the morning or afternoon. If requested, our team can give you a call before delivery so you don’t have to wait around all day, just let us know how much notice you need.

If for any reason you are not ready for delivery, please let us know. In most cases, we are happy to store your furniture in our warehouse free of charge providing we have full payment. Obviously, we would advise not to order your goods until you will be ready for them, however, we understand things do happen out of your control and will help where possible. It will be at the discretion of the manager on duty to agree to holding your furniture if it will be for a long period of time.

You or someone else will need to be home to take delivery of your goods, no matter how big or small. We require a signature on delivery to ensure you are happy with your furniture and have inspected it. If you have a date booked but will not be there, please let us know and we can re-arrange delivery for you. If you are not at home when your delivery arrives, we will be in touch. Our drivers will wait as long as they can for you and try to get in touch to let you know they are waiting. If delivery cannot take place, we will put a card through your door for you to contact us.

We would ask you to be sure that your furniture would fit before you order. Please see our Buying Guides for more information or call one of our sales team. There are many ways to get furniture into your room of choice, for example, arranging to take a window out if it will not go through the door. We ask that you advise us of this beforehand so we can work with you to get your furniture into your home. If this has not been arranged, we will bring the furniture back to our warehouse until we hear any further instruction from you.

There are different rules for in-store and online cancellations.

In-store

If goods are cancelled on instruction by you, the customer, a restocking/administration charge of 25% will be levied. In some circumstances, the duty manager will make a decision whether this can be less depending on the order and manufacturer, but this is not guaranteed.

Online

In compliance with the Consumer Contracts Regulations, you have a cooling off period where you may withdraw your order and therefore your agreement with us. The cooling off period is any time up to 14 working days after the day we have delivered the product to you. You must cancel your order in writing either by fax, letter or email. We must receive this within the 14-day period.

For hygiene reasons, divan sets pillows and mattresses cannot be returned or cancelled, unless in accordance with your legal rights e.g. if confirmed as defective by us. Once opened and used, these items are excluded from a 14-day cooling off period. Any products that are special order, bespoke or purchased in bulk are not subject to the cooling off period, we will have commissioned a supplier to make them specifically for you. This will include special order upholstery where a specific fabric and sofa style has been special ordered from a supplier to your order requirements. If you have ordered something from stock and you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery.

Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment. Please see Terms and Conditions or contact us for more information.

If you notice any damage on delivery, please advise the drivers. They can mark this on your delivery note and take any images if necessary. If you spot damage or missing items once they have left, please contact us and we will put you through to our Customer Service department who can deal with this. They will then advise you through the next steps.

In the unfortunate event that we have not provided the service you have paid for, please contact us and let us know. We will put you through to the right person who will try to help as best they can to put this right. We strive to be the best we can and any feedback is greatly appreciated.

Hopefully we have covered everything, but please contact us if we have missed anything or you are still unsure. We are more than happy to help.

Visit Our Showroom

Located in the heart of Shepton Mallet

The Haskins Retail Park is located right in the very heart of Shepton Mallet, close to the main A371 road.

The extensive free car parking is available from the Townsend entrance.

Haskins Retail Park
Shepton Mallet
Somerset
BA4 5AX