FAQs

Ordering questions

  1. Do I have to buy online?
  2. What forms of payment do you accept?
  3. When will my credit card be debited?
  4. Are there any hidden charges?
  5. How do I know what is in stock?
  6. Where else can I buy room4 products?
  7. Can I change my order or delivery date?
  8. Do your prices exclude VAT?

Delivery questions

  1. What is room4's delivery policy?
  2. When can I expect my order?
  3. How much does delivery cost?
  4. What if I'm out when you deliver my products?
  5. Do you deliver to Ireland?
  6. Do you deliver to the Channel Islands?
  7. Is your furniture delivered flat pack?
  8. Can the delivery company confirm a time they will be delivering?
  9. What if my delivery contains damaged goods?
  10. What if I miss my delivery?

Cancellations & Returns questions

  1. Can I cancel my order?
  2. Can I return my order?
  3. What happens if my product is faulty?

Security questions

  1. Is your site secure?
  2. I'm not sure about buying online. What should I do?
  3. How safe is it to give my credit card details online?

Technical questions

  1. What monitor resolution is it best to use to view your site?
  2. Which browser versions is your site compatible with?

Product questions

  1. What tools will I need to assemble products?
  2. Do room4 products comply with British Standards?
  3. What do I do if I am missing a part?

Customer service questions

  1. How can I contact room4?
  2. Can I leave feedback?
  3. What if I have a complaint?

Policy questions

  1. How will you use my personal details?
  2. What is your warranty policy?

Ordering questions

1. Do I have to buy online?
Yes, at present we are only able to accept orders online.

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2. What forms of payment do you accept?
Online or over the phone you can pay by credit, debit card or paypal. For orders over £600 you can pay by interest free credit (subject to status).

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3. When will my credit card be debited?
Your order is processed by room4 as soon as we receive it. For security reasons your credit card details will be checked and validated as soon as you submit your order. The card will be debited as soon as we receive and start processing your order.

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4. Are there any hidden charges?
Our aim is to provide you with clear and honest product and pricing information. All our charges are clearly specified at the point of purchase.

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5. How do I know what is in stock?
Everything we sell is usually in stock. If an item is not currently in stock this information will be displayed on the product detail page and you will be offered the option of reserving it free of charge. If you have any doubt please do not hesitate to contact us.

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6. Where else can I buy room4 products?
room4 does not have any shops, other than this online store. You can only buy online from www.room4interiors.com

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7. Can I change my order or delivery date?
We will do our best to accommodate any changes you require. If you want to change your delivery date please let us know as soon as possible

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8. Do your prices exclude VAT?
No. All our prices include VAT.

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9. What happens if I cancel my order?
If you buy a product you may cancel your order (or any part of it) for any reason before delivery or within 7 working days starting the day after delivery by emailing us at info@room4interiors.com, or writing to us at room4 to cancel the order (or part of it) and arrange collection. The product must be put back into its original packaging, be un-damaged and in a good condition. A small charge of £19.95 will be deducted from the refund of your order to cover administration and re-stocking costs. Collection will take between 5-15 working days and the refund will be processed a maximum of 30 days from notification of cancellation.

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10. If I Cancel my order when will my card be refunded?


For orders not dispatched:-
  • Please allow 3 working days from receipt of an e-mail from you for us to process a refund.
  • Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
  • After receiving the cancellation confirmation email the refund will be processed within a maximum 30 days, although we strive to process it as soon as possible. (N.B Your refund will be credited to the same payment method with which you made your original purchase.
For orders dispatched:-
  • Please allow 3 working days from receipt of a return for us to process a refund.
  • Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent).
  • After receiving the return confirmation email the refund will be processed within a maximum of 30 days, although we strive to process it as soon as possible. (N.B Your refund will be credited to the same payment method with which you made your original purchase.
  • Please note the product must be put back into its original packaging, be un-damaged and in a re-saleable condition. A small charge of £19.95 will be deducted from the refund of your order to cover the administration and re-stocking.
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Delivery Questions

1. What is room4's delivery policy?
Most products are available on fast 2 working day deliveries with an option for a Saturday delivery. However some items may take longer, especially furniture. You will be shown at the basket stage the estimated delivery time and any associated delivery costs. A working day ends at 12pm, so any orders made after this time will be treated as the following working day. Weekends and Bank holidays are not counted as working days.

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2. When can I expect my order?
Your delivery estimate will be on your order confirmation email. Most products are available on fast 1-2 working days with an option for a Saturday delivery. Delivery dates are shown on the basket page underneath each product type. We offer a variety of delivery options, but these depend on the products being purchased and the delivery location.


A working day ends at 12pm, so any orders made after this time will be treated as the following working day. Weekends and Bank holidays are not counted as working days. For products not in stock, you may be given an earliest delivery date. Please note this date is an estimate and due to the manufacturing process we cannot guarantee this date.

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3. How much does delivery cost?
Delivery is usually free for all orders over a total value of £250. However this cost varies depending on product. Costs will be clearly displayed on the basket page before you order. There is also often a Saturday delivery option starting from £24.95. Costs for this depend on the product ordered and the delivery location. You will be shown costs in your basket

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4. What if I'm out when you deliver my products?
We need a signature from you at the point of delivery and therefore we cannot leave goods unattended in your garage or garden. If you know you will be out please let us know so we can arrange an alternative delivery date.

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5. Do you deliver to Ireland?
Unfortunately we do not deliver to Ireland currently.

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6. Do you deliver to the Channel Islands?
Unfortunately we do not deliver to the Channel Islands currently.

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7. Is your furniture delivered flat pack?
Depends. Some of our furniture products are delivered flat pack for self-assembly. We take great care over the design and packaging of our products to ensure that they are easy to assemble. All products come with comprehensive and easy to understand assembly instructions. Our customer care team will be pleased to advise you in the unlikely event that you encounter difficulties.

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8. Can the delivery company confirm a time they will be delivering?
The delivery company will call you at least 48 hours before delivery to let you know the date of delivery and whether you have an am or pm slot. The driver will call you an hour before they arrive to confirm an exact delivery time.

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9. What if my delivery contains damaged goods?
This happens infrequently, but sometimes furniture sustains minor damage during shipping or contains a manufacturer's defect. If this occurs, contact us immediately byclicking here. We may offer a repair, exchange or refund as appropriate in accordance with your legal rights.

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10. What if I miss my delivery?
Two attempts will be made to complete the delivery; a card will be left or contact made after both of the attempted deliveries. If both of these fail our customer services team will attempt to contact the consumer and arrange delivery one last time at an additional cost of £40. If, after that point the customer is un-contactable the goods will be returned to us and credited, less a £50 restocking fee.

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Cancellation and Returns

1) Cancellation - You have the right to cancel your order with us at any time up to seven working days after the day of delivery. If you wish to cancel your order you can do so in writing, either by emailing us at info@room4interiors.com or by post to Room4, Trafalgar House, 21 Lilian Road, Burnham on Crouch, Essex. CM0 8DS. We aim to respond to your request within 2 working days to confirm the cancellation, any refund due and collection details if goods have already been delivered.

Goods can be returned for free to our warehouse, the details of which can be provided by our customer service team once you have notified us of cancellation. You must exercise a duty of care over the goods until such time as they have been received by us as you will be held responsible for any damage incurred after delivery to you. It is normally more convenient and cost effective for us to organise return transportation on your behalf and this will also relieve you of your duty of care once goods are handed over to the courier. All cancelled orders that are despatched to you that you do not return to us yourself will attract return transport fees as outlined in section 4 below.

Assembly services must be cancelled at least 24hrs before assembly is to take place. We cannot refund these charges after that time as the assembly team will have been booked and reserved for you.

2) Returns - A Room4 we pride ourselves of providing great products and premium customer service. However if for any reason your order or experience doesn't match up to your expecations, for whatever reason, we will arrange collection of your order. You are responsible for any further damages sustained after delivery has been made. Any items being returned should be in their original packaging and in the same high quality condition that they arrived in.

We endeavour to display as accurately as possible the colours of our products on our website, however, as different computers display colour tones differently we cannot guarantee the complete accuracy of the pictures or photographs that are shown. If you are concerned about an item's finish please contact us here

3) Faulty Goods - While we do our utmost to ensure your goods arrive in perfect condition, if you should find any problem with your order, our team will be happy to resolve this for you. Please contact us here and one of our Customer Services Team will happily take you through the returns process. You have 30 days from the date of delivery in which to report any missing or damaged items and we ask you to follow up your initial contact in writing by way of an email to info@room4interiors.com.

Please do not attempt to fix any problems yourself without speaking to our team first. Unfortunately we are unable to accept goods back if any changes have been made, as this will invalidate the manufacturer’s warranty.

If you are ordering flat pack furniture we ask that you check all the components are in the package as per the instructions, before attempting to assemble the furniture. Part assembled furniture is more likely to reach us in damaged condition. Customers returning furniture that has been damaged or used whilst in their care will be charged for the reduction in value, unless the goods are faulty. If you require a replacement part for your flat pack furniture, please us here and we will arrange a replacement.

Similarly if you have chosen our Assembly Service upgrade, please ensure you inspect all elements of your delivery thoroughly before assembly. Failure to identify any faults until a later stage may result in a collection fee being taken off your refund.

Returns within 7 days of delivery Returns within 7-30 days of delivery
Damaged or faulty on receipt
  • Free exchange for a replacement* or alternative product of equal value.
  • or
  • Free collection & full refund to original payment method.
    Includes all charges up to purchase value including delivery.
  • Free exchange for a replacement* or alternative product of equal value.
  • or
  • Free collection & full refund in the form of a credit note.
    Includes all charges up to purchase value including delivery.
Not suitable
  • Free exchange for an alternative product of equal value.
  • or
  • You can return the goods to our warehouse in saleable condition for a refund.
  • or
  • We can arrange collection subject to the charges below.
    The goods must be packaged for collection.
  • Please note:
  • Refunds will be made to the original payment method, minus return transport charge where applicable.
  • No returns

* Whilst we will always endeavour to take your preferred option, please be aware that in the case of clearance items a replacement may not always be available.

Due to hygiene reasons, customers returning mattresses that have been used and removed from their original packaging may be charged for the reduction in value, unless the goods are faulty.

Customers returning furniture that has been damaged or used whilst in their care may be charged for the reduction in value, unless the goods are faulty.

For security reasons, unless otherwise stated, refunds are given by the same method which the original payment was made by.

Assembly of flat pack items are the sole responsibility of the customer. Room4 accept no responsibility for damage to any parts by a third party.

4) Bespoke Products - Products made or altered specifically for you cannot be refused, returned or refunded unless they are defective or have been damaged by us in transit.

5) Return Transport Charges - If you would like us to collect any unsuitable goods the following charges apply per order:

Furniture related items:
  • £30 one man collection
  • £45 two man collection
Non-Furniture related items:
  • £19.95 collection

There is no charge for the collection of goods that are damaged or faulty on receipt.

It is your responsibility to ensure that the goods are suitably packaged and in the same condition as they arrived ready for collection. If you fail to take reasonable care of the goods before they are returned to us and this causes damage or deterioration of the products, we will charge you for the reduction in value.

Collections will be arranged within 30 days of notification. If you are arranging to return items yourself, they must be received at our warehouse within 30 days of delivery. Please be aware our collections are an all day service and we are not able to advise specific delivery times in advance.

This cancellation policy does not affect your statutory rights.

Technical Questions

1. What monitor resolution is it best to use to view your site?
Our site is best viewed in 1024 x 768 screen resolution.

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2. Which browser versions is your site compatible with?
Internet Explorer 5 and above, Firefox, Netscape 7 and above, and Safari.

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Customer Service Questions

1. How can I contact room4?
Click here to go to the Contact Us page, where you will be given a range of contact options from email, to call back, address and telephone details. We promise to response within 1 working day

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2. Can I leave feedback?
Yes, we are always striving to improve our service and products and rely upon your feedback to do so. Click here to go to the contact us page where you can leave feedback.

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3. What if I have a complaint?
If you have been at all dissatisfied with our service or products please do get in touch with us and we will do all we can to resolve your issues. Click here to go to the contact us page where you will be given a number of contact options, or alternatively please call us on 01702 810974 (Monday-Friday 9am-5pm). Please note we do not tolerate verbal abuse towards our staff. If you do not feel your complaint has been correctly dealt with please request an escalation to a senior manager who will review your case on an individual basis.

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Policy Questions

1. How will you use my personal details?
room4 has a strict policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.

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2. What is your warranty policy?
All of our products come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.

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