Rattan effect outdoor furniture FAQs

We sell beautiful, classy rattan-look outdoor furniture. Resin rattan is a wonderful material, a tough plastic that looks just like natural rattan but lasts for so much longer. Here are our rattan effect outdoor furniture FAQs, designed to deliver a deep and detailed look at absolutely everything to do with our products and customer service.

If there’s something you need to know that we haven’t covered below, get in touch and we’ll be delighted to provide answers.

FAQs about the basics, the deliveries, and the money bit

What hours are you open?

As a web-based business, our site is open 24/7/365. Our Customer Service Team is available 9am to 5pm Monday to Friday, and 10am to 4pm on Saturdays and Sundays.

How long will it take for you to respond to my email?

We’re always pretty busy, but we’ll get back to you as quickly as we can.

How do I contact Customer Services?

If you have questions before or after ordering, feel free to get in touch. Call our friendly people on xxxxx or email us at xxxxxxxxxxxx.

Do you give discounts on garden furniture?

Our garden furniture comes at an excellent price. If we have special offers on the go, our system will automatically apply it for you at the checkout.

Rattan effect outdoor furniture FAQs – Do you have a shop I can visit?

No, we’re online only. You’d need a showroom the size of Wales to show all our products in one place!

Do I get a guarantee with my garden furniture?

Our products come with an X year guarantee. This covers everything from the structure of the furniture’s frame to issues with the materials or manufacturing. We have an X year guarantee on indoor cushion covers and foams. An X year guarantee protects outdoor synthetic weave from fading, cracking and peeling. Plus you get an X year guarantee on outdoor furniture covers, cushion covers, and foam insets.

How long will it take for my order to arrive?

At checkout you’ll see a choice of deliveries. Delivery is free to mainland UK destinations. There’s detailed information about our non-mainland UK deliveries on our Delivery & Returns page.

• You can get next day delivery as long as you make your order before 10am Monday to Friday
• If you make an order after 10am on a Friday, your furniture will be with you the following Tuesday
• Saturday delivery includes a £44.95 surcharge and you’ll need to make your order by 10am on the Friday
• For delivery before Christmas, please order by midnight on 22nd December – this only applies to ‘in stock’ and standard items being delivered to the UK mainland. For small items, please order by 10am on the 22nd December
• Our delivery dates and times are estimated, subject to stock availability and where you live
• We might change your delivery date, but only in exceptional circumstances

Can I choose a delivery time slot?

Yes, you choose a delivery date at the checkout. Most couriers provide a two hour slot but it depends on the courier. We can’t guarantee a specific time slot but if we miss you, or your driver misses the slot, you can arrange a new delivery date.

How much does it cost to deliver to remote and non-mainland addresses?

For non-mainland deliveries we make a £100 delivery surcharge, plus VAT, added automatically at the checkout. It applies to you if you live in the Scottish Highlands, Scottish Offshore Islands, Northern Ireland, Isle of Man, Republic of Ireland, Jersey or the Channel Islands. In some areas of Scotland there might be an extra surcharge, but it won’t be a surprise – you’ll already be familiar with the way deliveries work in your area.

Do you deliver to the Isle of Man? What about Ireland?

Yes, the delivery cost is around £120 to both places and it takes 5-10 working days.

Help – my delivery hasn’t arrived!

We can’t apologise enough. Please get in touch, with your order number handy, and we’ll find and deliver your garden furniture as fast as we can.

Rattan effect outdoor furniture FAQs – Can I track my order?

Yes. You can track your order easily via the My Order section. You’ll need to have your order number handy, and your postcode.

Do you take international orders?

No, not at the moment.

Can I delay my delivery?

If you’re not quite ready to take delivery, get in touch by email with your order number and we’ll do what we can to delay your stuff until it’s convenient.

Will the delivery driver help me?

It depends on the courier. It’s a good idea to contact us so we can try to arrange a courier who’ll be able to help you lift and carry your furniture into the garden.

Can I collect my order myself?

Yes, if you like. We have several warehouses, so please contact us to tell us for the right address.

Can I cancel or change my order?

Yes, you can change or cancel your order any time until it’s despatched for delivery. If it’s already out for delivery or delivered, you’ll need to follow our returns procedure. Take a look at our terms and conditions for the fine details.

• If you are not completely happy with what you’ve bought, call customer service on 0800 088 3333. We’ll do our best to resolve your issues quickly, and will clearly explain explain how to follow our complaints procedure
• If you’re not happy with our final response, you can complain to The Furniture and Home Improvement Ombudsman whose final decision we have to abide by. To find out more about The Ombudsman, visit their website or call them on 0333 241 3209

Can I pay a deposit?

If you ordered an out-of-stock item or there’s a delivery lead time, feel free to pay a 10% deposit to secure your order. Then, all you do is pay the balance before we send your things out for delivery.

Can I exchange my stuff for something else?

If your purchase isn’t quite what you expected, feel free to exchange it. We’ll charge you for picking up and dropping off your original order. Just email the team. Remember to have your order number and the details of the replacement product ready.

How do I pay for my garden furniture?

Pay by credit and debit card over the website or phone. We don’t take American Express but we do take PayPal, Amazon Pay, and cash on delivery at a warehouse if you’re collecting the order yourself. We also provide finance via Novuna, where you pay in instalments.

Do I have to pay before my order is delivered?

Yes, we always need all the money before sending your order out for delivery.

My payment is delayed, will my things still be delivered on time?

If you’ve paid using finance, Amazon Pay, or PayPal there can be a delay of up to 24 hours, which also means delivery will be delayed. We’ll give you a refund for the delivery cost along with a new delivery date.

Rattan effect outdoor furniture FAQs – Can I pay in instalments?

Yes, you can finance any order over £599, paying 10 monthly payments with 0% interest. You’ll make your first repayment 30 days after your furniture has been delivered. See our finance page for the details.

How do I add a promotional code?

We advertise all our promos on-site, so it’s easy to see the discounts on offer. Alternatively, sign up to our newsletter for updates and even more great deals. Once you get your discount code and have found a discounted product you like, simply add the product to your basket. Then press the promo code button to include the discount, click ‘apply’, and it’s done.

Do you give trade discounts?

No, our prices are already low. But if you make a large bulk order we should be able to give you a good deal. Please discuss what you want with our customer service experts.

FAQs about the products themselves

What is synthetic rattan?

Synthetic rattan is the modern alternative to natural rattan. The natural material comes from a jungle vine that rots quickly when left outdoors for any length of time. Tough resin weave makes the furniture completely weatherproof, for great looks as well as many years of outdoor use. Take a look at our Garden Furniture Buyers Guide for inspiration, the fine details, and the technical stuff.

Is rattan look furniture waterproof?

Yes, and it can be left outdoors uncovered all year round. Because the cushion covers are shower proof, not wholly waterproof, they’ll need to be stored in a dry place over winter, and when it rains hard.

Do I get an outdoor cover for the dining sets?

Yes, some furniture sets come with a free protective cover. It’s designed to protect the table, not the chairs. We don’t stock free covers for any of our garden dining chairs.

Can I get replacement glass for my garden dining table?

Yes. The spare glass we sell is bespoke to the ranges we sell and will only fit them.

How do I measure my garden furniture to make sure it fits?

Before placing your order, take a good look at the dimensions of your garden furniture. Here’s a good tip – when measuring a space where a corner sofa will go, measure from the corner to the end point on each side. See our Garden Furniture Measuring Guide for the full details. It gives you everything you need to get it right first time.

Rattan effect outdoor furniture FAQs – Is the item I want available?

Simple… we update our site every day, which means you can always see at a glance what is and isn’t in stock. If something goes out of stock, add it to your Wishlist and come back later. It’ll probably be back in stock pretty quickly. Alternatively, feel free to contact our customer service team to see if there’s an in-stock date available.

Can I order spares or extras?

You’ve bought an outdoor dining set or another item of garden furniture, and you need extras or spares? Get in touch with customer services and we’ll see what we can do for you.

Will the weave always match?

The manufacturers make every effort to provide accurate descriptions and colour matching. Because we sell products from several different sources, they don’t all 100% match. But this is rattan effect furniture – the colours vary just as widely as the colours of natural rattan, and it’s a wonderful look.

Help, my cushions arrived creased!

It’s a mail order thing, down to the way the products are packaged for delivery, but creasing doesn’t cause any harm or damage. The creases will naturally fade over time, or you can speed the process up easily by ironing the covers at a low temperature.

Some cushions are missing…

Are you sure? Sometimes the cushions are packed underneath the furniture. If they’re genuinely not there, give us a call.

Some of the fixtures and fitting are missing…

If there are any fixtures and fittings, they’ll be safely taped inside the boxes before leaving the warehouse. Check inside the boxes and packaging before getting in touch.

I left the cushions outdoors and they’ve gone a bit mouldy…

Wash the cushions with ordinary laundry liquid or washing powder at 30 degrees. It should help. In future please keep the cushions indoors in the rain, over winter, and when you’re not using the furniture.

How long does it take for replacement cushions to arrive?

Because they’re ordered and made specially, your replacement cushions will be with you within 7 weeks.

What glass is used for glass topped garden dining tables?

Tough tempered glass is what we use. It’s very safe, a lot less likely to break than ordinary glass. If it breaks, it won’t end up in big, sharp pieces, it’ll break into small, less dangerous shards.

How do I keep the cushions in the best condition?

Keep the showerproof cushions in pristine condition by storing them somewhere dry when there’s heavy rain, over the winter, or whenever you’re not using the furniture. Need a waterproof garden box? We sell a great range of garden storage solutions, all of which look gorgeous as well as doing a top job.

Are the cushions included in my garden furniture?

Yes. Unless it says otherwise, we always include the cushions shown in the photos. Sometimes you’ll see scatter cushions, added just to show you what it looks like when you add your own extras.

Do I need to assemble the garden furniture myself?

Sometimes, but if so we’ll let you know in the product description. You’ll get clear instructions with your delivery and it’s never a complex task. If you can’t find the instructions, you’ll find a copy on our assembly instructions page.

What does ‘drop end’ mean?

A drop end sofa or chair either doesn’t have arms at all, or only has an arm at one end.

Can I change the seat cushions around?

They’re usually specially made to fit, but it depends on the set.

Do I get a warranty on the rattan effect weave?

Rattan effect is a very strong, tough material. It’s hard to damage, but we provide a 24 month warranty on the weave anyway.

FAQs about gas fired fire pits

Do your gas-fired fire pit tables come with gas included?

No, you need to buy the gas bottle separately – a 13kg propane gas bottle is perfect.

Can I keep my gas fire pit table in the house?

Yes, but only if you disconnect the gas first, otherwise it can be lethally dangerous. The dust caps on gas cylinders should always be really tight, and the cylinders should never be kept indoors or in enclosed areas.

Any rattan effect garden furniture FAQs we haven’t covered?

If you need answers to rattan effect outdoor furniture FAQs we haven’t covered on this page, please get in touch. We’ll answer them for you, and we’ll also add it to this page.