We try to give you the best but most reasonable service we possibly can. Our rates at present are shown online for local deliveries. We will be able to provide details of prices outwith these areas on application.
It’s important to us that from the moment you choose your furniture or accessories to the day that you take delivery everything goes as smoothly as possible.
Your estimated delivery time will be given to you at the time of sale, but this will depend on current stock levels and whether or not the item is being made to order.
If you have ordered a sofa or bed upholstered in your choice of colour and fabric. The estimated delivery time is calculated from the day of the order working days only. This does not include weekends and Bank Holidays.
This Cancellation and Returns Policy only applies if you made your purchase with New England Interiors online, over the telephone and via our website.
The following applies to orders placed online, the Consumer Contract Regulations only aplly if the item(s) you have purchased have not been specially made to your specifications or if you have examined the goods in shop and then ordered online. You have 14 calendar days from receipt of your furniture in which to advise us that you do not want to keep the order. All you need to do is advise us in writing, either by post direct to the Online Store or by e-mail.
Please note, we do not accept returns of any partially assembled furniture
Due to hygiene reasons any unpackaged mattresses, mattress protectors or pillows will be classed as used and therfore can only be returned if they are un-opened, unused and still in their original packaging ubless they are faulty or they are not as described.
It is your responsiblity to return your order to us at our distribution center in good condition, we do however understand it may not be possible for you to return the item, at your request we can arrange collection for you during working hours (Monday - Friday) at an additional return fee, goods must be made available for collection at our convenience within the 14 days.
If we are collecting the items from you, to help us with a speedy uplift: please ensure that the furniture is returned in the condition in which it was received. We will not be able to refund the goods in full if there are any signs of damage or misuse.. Please retain the packaging for all items of cabinet and bedroom furniture. Please make the furniture available for collection within 14 calendar days.
We will refund to you all them monies paid by you for the items being returned (excluding the cost of collection of the goods), once the goods are back at our local warehouse and have been fully inspected. Refunds will be processed as soon as possible but no longer than 14 days.
It is disappointing for you and us when occasionally things go wrong. When your order has been unwrapped in your home and there are signs of transit damage. Our aim is to rectify this as soon as we can.
Despite any damage if the furniture is still in a usable condition. We are happy for you to use it until your issue is resolved.
After this our customer service department will be in touch with you to explain what action needs to be taken. If a technician is needed, one will be appointed. They will contact you to make an appointment. In the event that the furniture cannot be repaired to new standard, we will replace your furniture or refund the money.
This Cancellation and Returns Policy only applies if you made your purchase with New England Interiors online, over the telephone and via our website. If you have placed your order in our stores, please refer to the Terms and Conditions on the reverse of your order form.
If, after having placed your order, you have a change of heart for whatever reason, you may cancel your order at any time prior to delivery. All you need to do is advise us in writing, either by post, direct to customer services or by e-mail. Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment.
Bespoke Items, Made to Order, Special Orders
If the item/s you ordered were not from stock, it’s likely we will have requested that these be specifically made by the supplier. These pieces are therefore not subject to the Consumer Contracts Regulations. In this instance, cancellation requests are at the discretion of New England Interiors and we may have to pass on any reasonable costs that the company may have incurred. (If your order was bespoke, made to order or special you may be required to forfeit 25% of your total order value to cover the costs borne by the company).
We hope that you're pleased with any purchase you've made or service you've received from New England Interiors.
However, if there's something you're not happy with, please ensure you get in touch with our customer service department so that we can try to put matters right.
The first steps, if you're in our shop, speak to a manager, or call or email the shop as soon as possible. You may also email our customer service department.
If you call us, we'll try to sort out your complaint while you're on the phone. If this isn't possible, our advisor will agree a course of action with you.
If after following our internal complaints procedure you still feel that we have not satisfactorily resolved your complaint. You may take your case to the Furniture Ombudsman, who are a totally independent body. We are full members and abide by their decision.
It's important to allow us time to put things right. The Furniture Ombudsman can only take on a case if the item was purchased over three months ago or you have a letter from the retailer confirming they can no longer handle your complaint.
They will work with you and the retailer together to reach a resolution. Their judgements are binding where necessary