Arredo FAQ's

Technical Questions

 

Why Has May Payment Failed?

The first thing to do is to check that we accept your card type (Visa Credit, Visa Debit, Mastercard or Amex).

Next, make sure your card details are correct and your billing address is in the UK or Ireland.

If it still isn’t working, we recommend you give your bank a call or if you’re getting an error code please quote the code when you contact us.

 

Where Can I Find Your Privacy Policy?

Please read our comprehensive privacy policy regarding GDPR and how it affects you here.

 

What If I Don’t Want To Receive Arredo Notifications Any More?

It’s your right to change your mind, and we totally respect that. Just update your preferences on the Manage Preferences page which is accessible via your account. Or, on the bottom of every email from us, there is an unsubscribe link which removes you from all our email marketing with just one click. Although we’ll be sad to see you go, obviously.

 

Who Has Access To My Data?

We take the security of your personal data really seriously. We only use it to process your activity on our site, for the best customer experience. If you’ve agreed to share your personal data with third parties via Arredo, we only share the minimum needed to be able to provide services to you.

 

Do I Have To Get Emails From Arredo Forever?

Forever is a long time. So you can opt in or out whenever you want by simply clicking 'Unsubscribe' on your Arredo emails. The technical term for this is the ‘Right To Withdraw’ - a guarantee that the choice is yours to make at any time. And we won’t hang onto your info - if we don’t need it, we’ll delete it.

 

What Is Personal Data?

Personal data is information that directly or indirectly identifies a living person. This can be anything from a name, photo, address, bank details or, more digitally speaking, an IP address or even social media posts. It’s a lot, right? Don't worry, its safe with us and never misused or sold to marketing companies.

 

What Do You Need My Personal Data For?

Arredo is a ‘Data Controller’ for the information you choose to share with us. We want you to have the best experience possible on our website. Sometimes it’s useful to collect information about you - and how you use our site - to make sure we’re showing you stuff you’ll want to see, as well as to fulfil our contract with you (because it’s tricky to send your order without your name and address).

 

How Do I Update My Personal Details?

You can change your account details by clicking here and logging into your account. You can also change your delivery details for pending orders here.

 

How Do I Manage My Account?

Login:

Create an Account or Sign In to your account

Forgotten Password:

If you've forgotten your password, you can select "Forgotten Password" and we'll send you a new one - remember to check your spam folder if you don't see it in your inbox after a few minutes as it will be auto generated .

Once you've logged in, you'll be able to:

(i) Track your order / Note when your product will be ready

(ii) Get delivery information if your order has been dispatched

(iii) Get a VAT Invoice

(iv) Change your delivery address (if your order has not been dispatched)

(v) Put your order on hold if you're moving house or will not be able to receive it before a certain date. Your order(s) can be held, contact us to arrange a convenient time period.

 

How Do I Make My First Arredo Order?

Firstly, a huge warm welcome to Arredo - we are thrilled you would like to place an order! Simply Create an Account and start browsing the website. Because we make most items to order we will need to take full payment in advance, but we take most credit and debit cards and accept payment via PayPal.

 

Can I Place Orders Over The Phone?

Unfortunately we can not process an order over the phone. If you are experiencing any difficulties ordering from our website, please do not hesitate to contact us via email and one of our team will be happy to help you.

 

How Do I Pay For My Order?

We accept all major credit and debit cards including Visa Credit, Visa Debit and Mastercard. We also accept American Express and PayPal.

 

How Do I Use My Promo Code?

At checkout, enter your code in capital letters, with no spaces, exactly as it appears.

Your code may have a minimum spend (which does not include delivery costs) and can be found in the T&Cs of the promotion.

 

Can I Add Another Card To My Account?

This can be done at checkout when you pay for your next order. Use the credit card payment method and be sure to tick the 'Save My Card Securely For Future Purchases' checkbox.

 

Where’s My Saved Cards At?

For security reasons, when we save your card we only allow it to be used for orders that are being delivered to an address for which you've previously used the card.

So if you have moved house or are placing an order for delivery to a friend or relative, you need to re-enter your card details (and check the 'Save My Card Securely For Future Purchases' checkbox). Next time you order for delivery to the address the card will appear as a payment option. 

 

Can I Delete A Saved Card?

Yes, go to My Account > My Payment Methods and you will see all cards saved to your account with the option to 'delete' any you no longer want stored.

 

Are My Card Details Secure With You?

Yes, we never store your full card details, only a token (that we use for future purchases) and enough information to display on the website so that you know which card it is, i.e.

- the last 4 digits of the card number

- the expiry date

- the card type (e.g. Visa)

- the name on the card

We also only allow the card to be used when the same delivery address has been used for the card before, which reduces the risk of someone accessing your Arredo account and ordering with your saved card.

 

What Card Types Can I Save?

You can save any Visa, Mastercard or American Express card.

 

Can I Get A VAT Refund On Items I’m Exporting Outside The EU?

Unfortunately, Arredo is unable to participate in the Retail Export Scheme, as this scheme does not apply to goods sold over the internet. As such, Arredo is not legally permitted to reimburse VAT charged on purchases made through our website. Please see HMRC website for further information here.

 

Can I Get A VAT Invoice?

Of course! This is provided to you straight away in your confirmation email. You can also find a copy in My Account under My Orders (it will be located just under your order number. Go to 'Print Order Details' and there you will find your VAT invoice)

 

Can I Pay With Cheque Or Purchase Order?

Unfortunately we do not accept cheque or purchase order as a form of payment.

 

How Do I Get A VAT Refund?

Unfortunately for the majority of situations we cannot refund the VAT once an order has been placed through our website.

 

Refunds, Returns And Delivery Day

 

When Will My Refund Happen?

Your refund should appear within 5-10 days, but it can vary depending on the bank and type of card you've used. Please check returns and refunds.

 

Can You Refund My Purchase To A Different Credit/Debit Card?

Unfortunately this is not something we are able to facilitate. Any refund must go back on to the card used at the time of purchase.

 

How Do I Cancel My Order?

You are free to cancel your order and get a full refund up until the product has been dispatched in the UK. Simply contact us and we will cancel your order and organise your refund.

 

How Will I Be Refunded?

The refund will go back onto the same card you used to place the order with us, and will be paid back to you via a return transaction on the same payment method used for the initial purchase.

 

I Would Like To Return An Item After The 14 Day Period

As we're based online, we understand that sometimes a piece of furniture might not be quite what you imagined. So we give all of our customers 14 days to return any item - even if it's not damaged.

However, if it goes over 14 days and you have simply changed your mind we are unable to arrange for this item to be returned to us. If the product is faulty or damaged, then please contact us with photos of the damage and our team will be able to advise you.

 

I Would Like To Return My Item – Within 14 Days

We're sure you will like it but if not, you can return it to us within 14 days of delivery for a full refund (less return or collection costs if applicable) once the product has been returned to us. Simply contact us and we will assist you with your return. For more information on our returns policy see here.

NOTE: Products that have been assembled will not be able to be returned.

 

My Item Is Damaged/Faulty

At Arredo, we do our best to ensure the quality of all our products. Despite the series of quality checks, occasionally products do arrive with damage. Should your product not arrive in perfect condition, please contact us and send us a photograph of the product fault, and a member of our dedicated customer care team will advise on the best solution, including refund or repair options.

 

The Colours Aren’t Quite Right – Can I Change It?

Of course. Just contact us within 14 working days of receiving your goods, including your order details along with the reason for return, and our customer service advisers will arrange a collection for you. Due to the nature of the business and fulfilment costs, we do charge a collection fee on all unwanted returns. You can see the details in our terms and conditions.

Note: Furniture that has been assembled cannot be returned.

 

The Item Doesn’t Fit In My Room Of Choice

If the item does not fit in the room of your choice, please ensure you refuse delivery and the carrier can take it away immediately. Alternatively please contact us within 14 days of delivery to organise a collection.

NOTE : Any items after delivery that have been assembled / attempted assembly, we cannot accept returns on.

 

What If My Items Are Damaged?

We do our best to ensure the quality of all of our products. Despite the series of quality checks, occasionally products do arrive with damage. Should your product not arrive in perfect condition, our dedicated Customer Care Team is on hand to resolve the issue and to advise on the best solution, including refund or repair options.

In order to assist you with your query efficiently and feedback to our quality team, we ask that you include photographs of the damage when contacting us.

 

If I Order Several Items, Will They All Turn Up At The Same Time?

We do offer a Grouped Delivery option for some of our items. However this can only be offered:

(i) If all items can go with the same carrier.

(ii) If the difference in lead times isn't too large.

We will always strive to offer a grouped delivery for you, however sometimes it isn’t possible so some items may arrive earlier than others.

 

How Do I Change My Home Address?

You can change your delivery address in 'My Account' at any time until 24 hours before we dispatch your item(s) for delivery from our UK distribution centres. If your items have already been dispatched, it is usually not possible to change your delivery address and you may be charged for arranging re-delivery.

 

What Happens If My Parcel Is Lost By The Carrier?

This rarely happens, however if you have not received your order please contact us with your order number and we'll be able to investigate further for you.

 

Can I Provide Delivery Instructions?

To provide us with additional delivery details please contact us with your needs and we will endeavour to assist.

 

I’ve Not Heard From The Delivery Team?

Our delivery partners should contact you within 5 working days of your order being dispatched. If it is over 5 days, please email us and our customer service team will look into it for you.

 

My Order Is Due To Arrive Soon But I’m Not Yet Ready For It – What Can I Do?

Not to worry! As long as the order has not already left us, you can put the order on hold. Just send us an email with the revised time frame and we will do everything to help you.

 

I’ve Tracked My Order With The Courier Details You Provided, But It Says The Item Has Been Lost Or Delivered – What Can I Do?

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or they may have left your delivery with a friendly neighbour. Don't worry, we're here to help. If you still have not been able to track it down, just drop us a line and one of our customer service team will look into it for you.

 

How Can I Contact Your Delivery Company?

We have a few carriers that deliver for us, so we'll send you an email once your products are dispatched, we will also keep you updated with the tracking of the delivery as it moves along.

If you have not received this email, you can login to your account and you will be able to see just where your delivery is up to.

 

What Happens If I’m Not Around On Delivery Day?

We use different delivery services depending on the size of the parcel :

Small/Medium Parcels: If you’re not there when we try to delivery, our delivery partner will leave a card with your unique parcel reference number so you can arrange re-delivery.

Large Parcels: We will contact you before the delivery to propose a delivery date and time frame and give you the option to reschedule this if it’s not convenient. If you’re not at home at the agreed time, your item will be returned to the warehouse. We might be able to arrange re-delivery but this will incur an extra delivery cost at the rate originally paid.

*In all cases we would advise you try and be in on the original delivery date, so your items don’t stay too long in transit and you can enjoy them as quickly as possible*

 

How Do I Know When My Order Will Arrive?

Once your order has been dispatched, you will receive an email with all the delivery details you will need.

 

What Are Your Delivery Charges?

Delivery from Arredo is FREE – Forever. On Every Product we offer free delivery – why? Because we don’t believe in delivery charges anymore, so why should you!

 

Can I Change Address After Placing My Order?

Of course! Just log into 'My Account' and you can update your delivery details there. You can do this at any time up until 24 hours before we dispatch your item(s) for delivery from our UK distribution centre. If your items have already been dispatched, changing your delivery address isn't usually possible, and you may be charged for arranging re-delivery.

 

How Long Will My Items Take For Delivery?

We aim to have delivered all orders within 10 days of placing them. Some of the smaller items can be done by next day delivery (at no extra cost, it just depends on what time the order is received!) Larger items may take up to 10 days but we strive to have them delivered as soon as possible.

 

How Will My Items Be Delivered?

Small Items Under £50: Delivery will happen within 2 working days of dispatch. If you are not there to take delivery, a card will be left and you will be able to collect the product(s) from your local post office at your convenience, or you will be notified when the second attempt will be made. Please Note: Delivery will be made to the front door of your house/building but packaging will not be taken away by the carrier.

Small Items Over £50: Delivery will happen within 2-5 days after dispatch. On the day of Delivery we will be in touch with you to let you know of a time we expect to arrive. You will have the option to reschedule delivery to a different date, leave it with a neighbour or send to a local depot for collection. Please Note: Delivery will be made to the front door of your house/building but packaging will not be taken away.

Small Furniture (e.g. Armchairs, Desks, Coffee Tables, Small Ottomans): Once our delivery partners have received your product(s), you will receive an email from us with a delivery date and proposed time frame (if applicable) that our courier will be with you.

Please Note – some of our items are only delivered to Front Door – you can check with us beforehand if you like to see if we can offer room delivery on this product.

Heavy Furniture (e.g Sofa Beds, Sofas, Dining Tables): We will be in touch with you a couple of days before the delivery is due. We will propose a delivery date and time slot for you to confirm (or reschedule if it is not convenient). Delivery may made to the room of your choice and packaging will be removed on your request, though deliveries above the third floor are dependent on access to a lift. Our courier is only able to deliver certain items to room due to insurance restrictions. Our delivery partner can only deliver items up to the third floor that are 75kg or less if no lift is available for health and safety reasons. 

Please Note:It is your responsibility to check that the items will fit through doors and staircases in their packaging before you place the order.

Weekend Delivery: Delivery usually happens during weekdays, though sometimes we can offer a Saturday or Sunday delivery option. Please place a note on your order for us and we will be in touch with you to try assist with Weekend Delivery Slots. Unfortunately, if you have already placed your order and not mentioned Weekend Delivery, we are unable to change your order to a weekend delivery. Please Note: We charge extra per delivery for weekend services so if you choose to get your items delivered separately, there will be a small surcharge.

 

Products And Stock

 

How Fast Is Delivery? Is It Slow Because Its Free?

Quite the contrary, we will dispatch from our warehouse within 2 - 10 working days of order placement and let you know soon as it is! We aim to be as quick as possible!

 

Can You Purchase Additional Chairs For The Dining Set? 

The set comes as advertised, 4 chairs / 6 chairs – but by all means drop us a line and we will see if we are able to offer additional chairs for you.

 

I Received The Wrong Product – What Do I Do?

Firstly, we're sorry you received the wrong product. Please email us with details of your order and what you've received and we'll get it sorted.

 

My Furniture Has Arrived – But It’s Missing Some Parts?

For transit purposes and to limit damage to the furniture, we often store the legs inside the sofa/armchair itself. Please look inside the bottom of the lining of your furniture piece. The legs are usually stored underneath the base in a zipped/sealed compartment.

 

What Is A PU Sofa Or Bed?

PU leather is similar to Bi-cast leather and is a man-made material with a split leather backing and a polyurethane coating making it easier to clean and maintain.

 

Where Are Your Items Manufactured?

We travel from England to India to find you the best furniture makers in the world. Some of our products are manufactured abroad, but we offer such a wide stock in our warehouses, delivery times aren’t too long.

 

Will My Furniture Fit?

We hope that it will! But to be sure, take a look at the Product Descriptions where we provide the dimensions so that you can ensure that your new sofa will be able to pass through your front door, and into your room of choice.

 

Where Is My Order?

You can find the most up-to-date tracking information for your order through ‘My Account

 

My Order Hasn’t Arrived?

If your delivery date has passed and you haven't received your order, you can track it by visiting My Account on our website.

 

I’ve Only Received Part Of My Order?

Please check your dispatch confirmation – it may be that the rest of your pieces are arriving at a later date. You can also track your order by logging in and going to ‘My Account’.

 

Do You Have A Showroom?

We’ve opted not to have fancy showrooms, so we can cut down on overheads and offer the some of the best prices on the market, mixed with the best customer service experience, thus creating Arredo.

 

Will My Voucher Code Work On Sale Items?

Our voucher codes are only able to be used one at a time. We can only offer one promotion per order.

Unless we specifically say otherwise, our voucher codes are not valid on sale or clearance items.

 

Can I Use More Than One Code At A Time? 

Sorry, you won't be able to use a voucher code in conjunction with any of our other offers or promotions. We are only able to offer one promotion per order. 

 

Why Isn’t My Voucher Code Working?

We are sorry to hear that your voucher code isn’t working on your order.

Our voucher codes are valid for a limited time only, so your code may now have expired.

Codes are valid on full-price items unless we specifically let you know otherwise. You can only use one voucher at a time as we are only able to offer one promotion per order. 

Some codes will only be valid on certain types of purchases, this will be specified so make sure to check you are meeting the conditions of the offer.

For refer-a-friend codes, these can take a moment to be processed whilst we verify your friend’s purchase.

If you are still having issues with your code, please contact our team for more information, you can contact us via email.

 

 

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