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FAQs

Payment

Secure Payments

At HFR we offer secure payment through either PayPal or Stripe. Both of these payment gateways comply with and are approved by the Payment Card Industry Data Security Standards (PCI DSS), meaning that they possess the highest level of security. Your data will remain undisclosed at all time.

Payment Methods

As well as being able to order online through PayPal or Stripe, you can also place your order over the phone by calling us on 0121 663 1047


Products

Stock Enquiries

Our stock levels are accurate as of the last time our stock feed updated. If you would like double check that an item is in stock before placing your order, please contact us through the chat function, by emailing enquiries@hfruk.co.uk, or by calling 0121 663 1047.

Price Match Enquiries 

We monitor our prices daily to ensure that you are getting the best value for your money. On the rare occassion that you've seen an item cheaper elsewhere, we will be more than happy to try and match that price for you.

Furniture Care

Certain products or finishes require specific care, instructions for which will be included in your order. Generally, we recommend that any hardwood furniture is treated with a furniture wax polish, suited to the shade of the wood. Doing so forms a durable protective seal, which ensures that the wood remains strong and doesn't split or mark. 


Returns  

Cancellations Before Delivery

If you cancel your order before it has been dispatched then we will always issue a full refund. If you cancel your order after dispatch then you can also receive a refund, with the cost of returning the item deducted from the refund amount. Please note that all Coach Furniture orders will also incur a restocking fee.

Returning Unwanted Items

Products can be returned under two conditions; they are still in their original packaging, and the return request is submitted within 14 days of receiving the item. We will arrange collection of the item(s), however this will incur a charge which will be deducted from your refund. The amount deducted will depend on your location and the size/weight of the item, which is usually approximately £45. Please be assured that we do not profit from this collection charge. 

Returning a Coach Furniture item will also incur a restocking fee deducted from the refund amount.

Damaged or Defective Items

In the unlikely event that your item is defective, we will arrange collection and discuss whether you would like a full refund or replacement. Please email enquiries@hfruk.co.uk with images of the damage within 2 days of receiving your item, and ensure that you retain the packaging in its original condition. Please be aware that the item remains your responsibility until it is collected.

Furniture that is made to order, such as Skovby and KT Furniture products, cannot be returned. We are also unable to accept returns of mattresses for hygiene reasons.

Evaluation of Faulty Goods

Our reclaimed furniture items are all one of a kind, meaning that their finish can vary slightly. Some items may contain wood fillers, splits, knots, and marks, intensionally added to give character and an element on uniqueness to the piece.